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:06/17/2022
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.
Over the phone I was trying to place an order for a table, on Wednesday. I was told in order to use my Tax ID I had to *********** to place the order using the Tax ID. So after getting off work I come to Home Depot Customer ********************** to order the table. I waited in line for almost an hour to purchase the table and I was told the price went up. I asked could they honor the price seeing that I was instructed to go in the store when I was ready to purchase. The lady in the store told me that the sales ended Wednesday so they couldnt honor the price. That was the original day I was trying to purchase the item. A rep sent me in the store and thats not my fault. She said they would have had 48 hours to adjust the tax, but I was never informed about that. So if the rep would have told me I would have did it this way to begin with. The sale price was ****** now the price is ******
Business Response
Date: 06/24/2022
June 24, 2022
Sent Via ****************************************************** 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 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 Online Executive Escalations spoke with **************** regarding her concerns under order. We spoke with customer and confirmed we will match pricing on order for them. Awaiting order information to apply markdown. Received order #WP38187445 and completed markdown to previous sale price of $470.64. ***** has advised she would be working with the store directly over her tax exemption status as she ran into an issue registering her number on the website.
If any additional assistance is needed, please advise the customer to contact the online agent who reached out to them (**** @ *************************). With that being said, we have addressed the customers concern and consider 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.
Sincerely,
Sade Shumake
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 06/24/2022
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:06/17/2022
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 needed to buy a new refrigerator and install it asap for a home which had a family living in it and the refrigerator stopped working. I checked different providers, ******* BestBuy, Home Depot, etc, and chose Home Depot (although it was more expensive) because they promised delivery of the refrigerator I selected (after entering my zip code) in "2-3 business days". I made the order on May 31st, 2022. They charged me the same day (May 31st) for $1,906.14. These are the problems that happened:(1) Instead of 2-3 business day, my delivery was scheduled for June 7th. (2) On June 6th, I received a phone call, asking me to stay at home for the delivery for 7 hours from 9 am to 4 pm. I had to take the day off from work.(3) On June 7th, the driver called me at 4:30 pm and canceled the delivery, and said it has to be rescheduled!(4) I called Home Depot, explained this fridge is for a home which has a family living in it without a fridge in June, and I need it soon. A rude customer representative said if I am not happy I can go ahead and cancel the order (after wasting 8 days). (5) They scheduled the delivery for June 17th between 12 and 4 pm, and again they did NOT deliver and this time they did not even called to cancel.(6) I called Home Depot twice on June 17th, the first agent put me on hold for 45 minutes and then hung up without any answer, the second one said the delivery is "rescheduled" for June 18th, and if I don't like it I can cancel the order!They promised a 2-3 business day delivery on May 31, OW I had never ordered this refrigerator from Home Depot. It's been 18 days now, they made me to take two days off from work (I have 10 days in a year) and didn't deliver an urgent order. The residents of this home have been living without a refrigerator for almost 20 days now. I want to make an official complaint against Home Depot for this.Business Response
Date: 06/28/2022
June 23,2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: ***********************/BBB Complaint#: 17444694
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you 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 Home Depot Online Resolutions team has contacted the customer and provided a markdown of 30%.
With that said, we have rendered all assistance warranted to the customer and this is resolved in our **********************.
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,
*********************-Duper
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 06/30/2022
Dear Sir/Madam,
Thank you very much for following up the issue with Home Depot, I really appreciate your time and help. Someone from Home Depot contacted me, mentioned that they will investigate their vendor which caused this issue, and they offered 30% markdown on the item I purchased, which I thanked them and accepted it. Having said that, I have NOT received that markdown yet, but I am assuming that it will happen at some point in the next one month or so and with that assumption, I am willing to close the case.
Once again, I would like to sincerely thank you for your time and help and following up my issue with Home Depot. I tried to contact their customer ********************** and make an official complaint several times and none of those effort worked, until BBB kindly did the follow-up and I am grateful for your help.
Kind Regards,
--
***********************
Initial Complaint
Date:06/17/2022
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 purchased a oven/stove from the Home Depot on June 2, 2022 (Order #WP36654818) and paid for delivery and installation. The stove arrived on Saturday, June 11th. The delivery crew was extremely rude, didn't install the stove completely, and the stove was in a damaged state (side of the stove pushed in and bottom drawer bent to where it couldn't be closed).I called Home Depot to go over the experience I had and they arranged for a new stove to be delivered on June 17th. The lady I spoke to at the Call Center stated that once the new stove was delivered, to call back and they would arrange for a Home Depot credit towards my account for the inconvenience as well as a credit from the manufacturer for the damaged product. She couldn't tell me exactly what that entailed, however.The second delivery crew brought my new stove on June 17th and completed the install, however, after they left I noticed that the bottom drawer on the replacement was also damaged and wouldn't close.I called back to the Call Center and spoke with '********.' He kept putting me on hold for an hour and pretended like he couldn't hear me on the phone. After an hour of wasting my time and getting no where, I hung up. At this point I'm still left with a damaged stove and a company that doesn't seem interested in fixing the problem.Business Response
Date: 07/01/2022
June 29, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: *************************/BBB Complaint#:17444446
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you 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 has:
6/27/2022
We made offer and are awaiting response
**************** advised he would like damage allowance
6/26/2022
We made final contact attempt and provided resolution options
6/23/2022
We made second contact attempt
6/20/2022
We sent email advising we will be assisting
With that said, we have rendered all assistance warranted to the customer and this is resolved in our **********************.
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,
*********************-Duper
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 07/01/2022
Complaint: 17444446
I am rejecting this response because:Their timeline is inaccurate. Their initial contact with me was on 6/26 asking me to email them back to discuss the matter. I emailed them back the next day 6/27 explaining the experience with their business again. On 6/27 they offered me $500 which I rejected the same day. They emailed me back again on 7/1 asking what it would take to resolve the matter. I responded the same day 7/1 with my offer and I have not heard back from them since.
Im not sure why theyre saying theyre waiting to hear back from me when theyre not. The lady Ive been corresponding with, ****** even has Out of the Office replies turned on with her email. Home Depot doesnt seem very interested in resolving this matter.
Sincerely,
***********************Business Response
Date: 07/06/2022
July 5, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ***********************/BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you 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 customer was contacted by Home ********************** online and has been offered a reasonable resolution but has declined assistance.
With that said, we have rendered all assistance warranted to the customer and this is resolved in our **********************.
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,
*********************-Duper
The Home Depot Executive Escalations
P: ********************
F: ************
SF#********Customer Answer
Date: 07/07/2022
Complaint: 17444446
I am rejecting this response because:Home Depot is offering $800 for the damaged stove. I would also like to be compensated for having to go through two separate deliveries though and to be left with damaged stoves on both occasions. I still have a stove that has a cooking drawer that doesnt work and that was the main reason I chose this particular model.
I told Home Depot an even $1,000 would settle the matter ($800 manufacturer damage credit + $200 inconvenience) but they dont want to agree to those terms.
I still consider my complaint as active with the BBB.
Sincerely,
***********************Initial Complaint
Date:06/17/2022
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 buy a lot of things from Home Depot, about $4,000,000 or more a year. I purchase with gift cards to save where I can. I attempted to return items to the ********************* ************ store and was denied. The manager ***** and his assistant manager treated me horribly and didn't even look up my return numbers or entertain a return at all. They wouldn't accept the returns for some unknown reason, but I purchased these items online. I have valid proof I purchased all from Home Depot, I have the order numbers, addresses, names, and can print up an e-receipt for all orders. I did try to get return labels over the phone and via chat, but the reps told me we need to take the items to the store. When I take them to the store, they won't take the returns, despite them being within the return policy window. It's ridiculous to think we purchase as much as we do from Home Depot and they won't accept returns and cannot give a reason as to why they won't accept them. They are all purchased from HomeDepot.com and I have proof. It's extremely shady for a company to sell items, but when there are returns, not accept them. Because we do so much in purchases, we will surely have thousands of dollars in return, we are re-sellers. I explained this to management, to online management, via e-mail, etc. It doesn't seem to matter to them as they didn't even look up an order number, they just saw the 20+ items I had and refused any returns. They advertise that they take returns but then discriminate against people that buy a lot of items from them. This makes no sense, we make Home Depot a lot of money and need return options available. They sold us broken refurbished items we purchased, some of their items are missing pieces, are defective, etc. Some aren't opened at all, it just depends, there are many reasons for returns, none of which they looked at.Business Response
Date: 06/24/2022
June 24, 2022
Sent Via ****************************************************** 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 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 Online Executive Escalations spoke with **************** regarding his concerns with denied returns. We reached out to our Corporate Security to request review for account restriction dispute - forwarded customer complaint via email. Emailed customer to advise ******************** Security will be reviewing request and may not contact customer directly. If returns/refunds are processed, customer will receive confirmation emails.
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,
Sade Shumake
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 29175630Initial Complaint
Date:06/17/2022
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.
I placed an order for a s100 **** deere riding lawn mower on June 8th 2022. I had it for delivery on June 18th, 2022. On June 17th 2022 West Branch hope depot called and said they have 0 in stock. Cannot ship product to my home. Called back asked to talk to a manager but the girl who answered was the one who talked to me before. She said give her a few minutes to see what she can do. *************************************************************************************************** ******* but I have to cancel my order and I have to call that store to order it again. I asked if that was all she can do is cancel my order? She said yes it is. She canceled it. I called the online ***** Nothing they could do. I called corporate and was transferred 3xs. A manager from ******* was on the line and said he does not deliver to ******. And he has none in stock. He was great. I decided to not ever buy from there again. No solution was offered, no other mower was offered. No accommodations for not knowing until the day before my mower was supposed to be delivered that none were in stock. Horrible customer **********************. I just kept having to repeat my story. Will never buy from there again. Will recommend anyone I know to never shop there too. Takes 3 to 5 days for a refund on my card. Now I'm out $2400.00 and out a mower.Business Response
Date: 06/22/2022
June 22,2022
Sent Via *************************************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 Peachtree ******************************************************* 30303RE: ************************************/ BBB Case # ********
Dear *************************** ************* 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 their purchase of merchandise from our store.
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 Team contacted ***** via phone and email advising for the customer to provide us with an alternative riding mower that is available for shipping and it was rejected. ***** was also provided with a copy of the refunded receipt in the amount of $2436.94.
With that being said, The Home Depot has addressed our customers complaint., and we now consider 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 customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number 29191661Customer Answer
Date: 06/22/2022
Complaint: 17444398
I am rejecting this response because: They sold my lawn mower, I had paid for it. My card was charged, they canceled my order and I did not know it. I ordered the mower 9 days before anyone had told me they did not have the product. I did receive the refund.I had ordered a **** Deere riding mower, if I had wanted a cheap **** built I would have ordered one. Again, there is no solution to canceling my order, without my permission, selling an item I had purchased. The least they could have did was send me the one that was 60 miles away, in stock. This should not be a normal practice. I was disappointed and upset, I looked forward to receiving my mower for 9 days. First riding mower I'd ever purchased. I do not want this to happen to other people.
Sincerely,
************************************Business Response
Date: 06/28/2022
June 28, 2022
Sent Via ************************************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ************************* 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 regarding their purchase of merchandise from our store.
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 Team advised the customer has been refunded for the out-of-stock item and there is no ETA as to when the item will be back in stock.
With that being said, The Home Depot has addressed our customers complaint., and we now consider 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,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number ********Customer Answer
Date: 06/28/2022
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:06/17/2022
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 ordered windows & 1 entry door through Home Depot on June 20, 2019 by salesman *********************. The man who came to install the entry door broke some of the vinyl tiles in front of my entry door. He installed the door crooked, did not seal it properly, and left it looking terrible. You can feel air coming in from outside through the door. He changed the frame size of the door which made it impossible to get a storm door put in unless it was a custom door. The door is so drafty that during the winter, the floor is ice cold 4-5ft into my home from the door. Home Depot sent 2 different technicians out to fix the issues with the door & then concluded that they cannot fix the door, ******************************* (Branch Installation manager) would prefer me to hire a different company to install a new door and they will reimburse me for the door. I then found out that they will only reimburse the door not the installation as per ***************** (Branch Installation Manager). Quinntay ****** (District Installation Manager) came to my home with Technician **** to check everything out and **** was disturbed on how terrible the door job was done.***** (Window installation crew) told me that she did not want her crew to install the windows but *********************** (Installation Manager) insisted that the windows be installed as they were, even at 2in smaller. The bay window was ordered incorrectly and had to be reordered 2 times because the window hinges were not on the proper side both times and even now, after ordering replacement screens for the bay windows they don't fit properly allowing gaps for bugs to get in. All the windows are defective weather it be screens, gapping, aluminum glued to the inside of the window to cover up the windows being too small for the opening. My bay window, even after being reordered 2 times is sloping and is coming apart at the seams. (Pictures attached). My 4yo windows are so drafty that she has needed a space heater in her room to keep her room above 60F in winter.Business Response
Date: 06/23/2022
June 23,2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************************
RE: *****************************/ BBB Complaint#: 17442048
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you 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 Home Depot Home Services team has confirmed the Home Depot wrote-off the $11k balance due. The contract shows that she paid a deposit of $3,855, so presumably this was the amount she charged on her HD Credit Card, which she then did not pay, and Citibank has sued to collect, with that amount being up above $7,500. The customers only payment on the project was $3,855.
With that said, we have rendered all assistance warranted to the customer and will not revisit this matter 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. 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,
*********************-Duper
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 06/30/2022
Complaint: ********
I am rejecting this response because:From: ***************************** <********************>
Sent: Thursday, June 30, 2022 9:18 AM
To: *********************** <*****************************************>
Subject: Rejection of Complaint # ********THIS EMAIL IS FROM AN EXTERNAL SENDER! DO NOT click links or open attachments if the sender is unknown or the email was unsolicited and never provide your User ID or Password.
Complaint: ********
I am rejecting this response because: I was told by the installers that the windows were 2" too small from time of installation. My Bay window is very heavy and was installed improperly, and as time goes on, it is sagging out more and more. Since time of install, I have nothing but issues with air leakage from around the windows that do not fit, air coming through the very unattractive plastic that is caulked around the windows to hide the gaps from the windows not fitting, the insects coming through the gaps in the screens that do not fit along with the entry door crooked and also leaking enough air to make my floor cold 4'-5' from the door in the winter months. The door itself is crooked, gapped in some areas and tight in others, doesn't close or lock properly and looks atrocious with the caulk cracking by my cabinets as seen in the original complaint.My daughter's room has a double window that has been leaking air so bad that she needs a space heater in her room all winter long to keep her room above 60. Enclosed is a picture of my daughter's baby monitor, with her in bed on 4/20/22. The high that day was 62 the low was 42 and my home was at a comfortable 73. I am terrified of space heaters and they should not be needed in a well insulated home with brand new windows. ******************* came to my home, during the winter and stated that he felt that it was the walls that were not insulated that was causing her room to be cold. He brought, what I believe was a thermal imaging temperature scanner. He came in with a very cocky attitude and while scanning my walls he discovered that the temperature of my walls were warm, as they should be but where the windows meet the walls it was very cold around my daughter's windows.
The plastic around all my windows were put there to compensate and hide the gaps from the windows being too small.
My bay window is already sloping and falling apart at the seams as also pictured in the attached documents. This bay window was only installed in December of ****************************************************************************************************************************************************** my front yard. They have tried to replace the bowed screens in the bay window 3 or more times only to bring the wrong size each and every time. The screens are so bowed that when I open my bay windows, I get mosquitoes in my home along with other bugs.
I have expressed this to home depot for the past 2+ years and they have come out multiple times to attempt to fix the issues with still no solution. I do not believe the problem is warranty with the windows aside from the bay window falling apart. When Quinntay ****** came to my home with Technician ****, they were both in awe of what amount of work would be needed to fix this window and door project. I have a voice recording to prove this all from my encounter with **************** and Mr. **** with them both saying that the work is done very badly. I believe it is the installation, which is terribly done and the fact that the windows do not fit my home properly.
What I am looking for, as far as windows is for Home Depot, in good faith, to give me the ability and funding to take out all the windows and 1 entry door and have another company install the windows and entry door properly as my faith in Home Depot fixing this project are gone. When speaking to Manger *******************************, she even conceded that Home Depot may not have a solution for the entry door and told me I can order a door from another company and she will refund me for the door.
Sincerely,
*****************************
Sincerely,
*****************************Business Response
Date: 07/06/2022
July 5, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *****************************/BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you 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. In June 2019, *************** entered into a contract for a door and window replacement project for a total cost of $14,877, after certain reductions of the original contract amount of $15,420. **************** charged the deposit of $3,855.13 to her Home Depot private label consumer credit card, which account is issued and owned by Citibank, N.A. and governed by a credit card account agreement between Citibank and the customer. This left a remaining balance due to Home Depot on the project of $11,021.87. Home Depot completed all of the door and window work under the contract, but **************** never paid the balance due to Home Depot. After completion of the work, **************** made numerous complaints regarding the materials and work provided on the project, relating to alleged draftiness, bugs, and other issues. Despite never being paid for the project, Home Depot performed various site visits and service calls. Ultimately, Home Depot determined that the issues of which **************** continues to complain are not the result of the work performed. As stated previously, **************** failed to pay the $11,021.87 remaining balance due to Home Depot on the project and is now in litigation with Citibank over the deposit charged on her Home Depot private label consumer credit card which she also failed to pay. As a result, **************** has not paid any portion of the contract price for the project. In order for any warranties on the products and services provided to become effective, full payment for those products and services must be made. Therefore, Home Depot, through counsel, recently advised **************** that it will not perform any further service calls on the door and window project until full payment under the contract is received by Home Depot. Upon receipt of full payment, Home Depot will address any warranty service requests in accordance with the terms of the parties contract.
For the foregoing reasons, the customers demand is respectfully denied.
With that said, we have rendered all assistance warranted to the customer and this is resolved in our **********************.
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,
*********************-Duper
The Home Depot Executive Escalations
P: ********************
F: ************
SF#********Initial Complaint
Date:06/17/2022
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 contracted for a garage storage project with Home Depot August 13, 2021. This project has still not been completed and I have been unable to get anyone to return my calls. I have been paying on this project for over 10 months without completion. The installers started this project in April 2022 but after not having enough supplies and causing damage to some of the materials, they have not returned and will not answer or return phone calls or emails.Business Response
Date: 06/28/2022
June 28, 2022
Sent Via ********************************************************************** 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 valued customer may have experienced while shopping with our company.
The Home Depot has reviewed this case. Our business partners with Home Depot Exteriors (HDE) have been handling this case as all information for it has been forwarded to the local branch office for review. Branch Installation Manager ******************* will be the customers point of contact.
With that said, The Home Depot does not consider this matter resolved and the service ticket with HDE shall remain open until the customers concerns have been addressed.
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.
Sincerely,
*****************************
The Home Depot Executive Escalations Team
P: **********************
SF# ********Initial Complaint
Date:06/17/2022
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.
Two complaints. 1- Chat bot service did not give me an opportunity to reply prior to ending chat, nor was accurate information provided (as confirmed by the customer **********************, complaint ****** Second attempt to go through chat bot is STILL in progress, just to connect to manager. Have been able to contact complaint **** and submit this claim in same time period. 2- False advertisement. Price match guarantee is excluding walmsrt.com due to 'not being a competitor'. Per various other sources, ******* is one of the primary competitors for Home Depot due to selling similar products. Policy should further expand if there is large scale competitors who are not being considered in policy. Seems like a cheap out for Home Depot - whose price guarantee is extremely limited.At this point, I've wasted 2 hours of my time just to understand why ******* is not included, and would like a formal apology from business for waste of my time. Would also like chatbot employee to receive formal feedback for ending chat so quickly. (Extremely rude to cut someone off, or end chat before giving a chance to reply)Regardless of prices, I will always choose another store in future given product available. Not worth my time to work with a business with no ethics nor care for customer satisfaction.Case ID from home ********************** complaint ****: *********Business Response
Date: 06/24/2022
June 24, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB CASE#: 17444322
Dear **************,
We acknowledge the receipt of the BBB CASE#: 1744322
On behalf of The Home Depot, I apologize for any inconvenience our valued ******************** may have experienced with regards to our Price Match Policy and recent communication with our chat team.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has attempted to contact the customer on multiple occasions by phone and email on June 18th, June 20th, June 23rd and June 24th , 2022 but was unsuccessful. As of today, we have not been able reach him, therefore, we have not been able to properly address his concerns.
With that said, we have performed our due diligence and now consider 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 if you have any questions.
Sincerely,
Brittany Walker
Executive Escalations
Phone: ***********************
Fax: ************
Reference: 29190480Customer Answer
Date: 06/24/2022
Complaint: 17444322
I am rejecting this response because I did respond via email on 6/23. Email screenshot attached.
Sincerely,
***************************Business Response
Date: 06/24/2022
June 24, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************** / BBB CASE#: 17444322
Dear **************,
We acknowledge the receipt of the BBB CASE#: 1744322
On behalf of The Home Depot, I apologize for any inconvenience our valued ******************** may have experienced with regards to our Price Match Policy and recent communication with our chat team.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has been unsuccessful reaching ******************** by phone, however we have provided ******************** with details via email, involving our Price Match Policy and what options are currently available to him as well as our other customers. We also shared that we are always welcome to feedback and suggestions as it relates to our policies.
With that said, we have performed our due diligence and now consider 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 if you have any questions.
Sincerely,
Brittany Walker
Executive Escalations
Phone: ***********************
Fax: ************
Reference: 29190480Initial Complaint
Date:06/17/2022
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.
My Kitchen still is not finished, and it was ordered in approximately May of 2021. Listed are the issues so far, that I have had with this project ( and the first four are still ongoing) even after contacting the store representative, the store special order specialist, and the corporate office for Home Depot.1. Still waiting on the Overlay filler for the spice rack to be delivered and installed (received a base overlay filler instead of the upper.2. ****************** (said he was from the Corporate Office) and **** from CCI (Custom Cabinet Installations) was supposed to order a tapered panel for the same spice rack because it is rubbing on the molding and other cabinets.3. When I ordered the Kitchen, I ordered it to have a farm sink installed. When the farm sink was initially installed by CCI (**** and his crew) within days, the cabinet broke along the front, just under the sink front. I had to wait a long time for that to be replaced, and then paid out of my own pocket to have it installed.4. Now, I found out that my sink plumbing is not up to building code because it has two drops coming out of the wall. ****************** and **** from CCI came out to take pictures on approximately 5/29/2022 based on my complaint to Home Depot Corporate (Case #********). ******* took pictures and said they would be back in touch.... and I am still waiting.ADDITIONALLY:1. When the ******* Services came to template my Island for countertops, they separated the side panel and decorative doors from the side of the Island itself, which I had to have repaired.2. I had to pay out of pocket for the resetting of my bathroom vanity AND countertop because they began to sag in the front, and the countertop separated from the backsplash that was installed with the countertop. (Pictures can be supplied upon request)At this point, this process has been going on for well over a year, and no one from Home Depot Corporate seems to have an answer......Business Response
Date: 06/29/2022
June 29, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *************************/BBB Complaint#: 17444239Dear **************,
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to a kitchen remodel.
The Home Depot is in the process of reviewing this case. In an effort to provide the proper resolution, we respectfully request additional time to research this case. We are currently waiting for confirmation from our business partners regarding next steps to resolve Mr. ****** issue. Once a decision is reached by our business partners, we will provide an update on resolution. Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.
With that being said, we are in the process of addressing 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. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
Phone: ***********************
Case: 28880631Initial Complaint
Date:06/17/2022
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.
In April of 2022, I opened a Home Depot credit card so as to make a major purchase and take advantage of the no interest if paid within 12 months. On April 22nd I ordered a **** built riding lawn mower to be delivered to my home. From the beginning there were issues with setting up delivery with the outside carrier who stated they couldnt deliver on gravel roads. After several calls back and forth they had a local Home Depot deliver one on May 16th that was completely put together. I was relieved that I wasnt going to have to assemble parts as it stated when I purchased it online. The delivery guy said all I had to do was put gas in and mow. So I placed the gas in and proceeded to start mowing. Thirty minutes in the drive belt shredded and the mower quit. Upon calling Home Depot online they directed me to a local dealer which said that all they could do is send me a belt. I explained that I had no tools nor skills to make the repair. After no good response I called Home Depot online and put in a return request. Now I have been dealing with the same delivery company not setting up a date to pick up the mower. The company uses a generic queuing system to send robo emails stating there trying to contact me to set a date. When you call the number it too is automated. And after placing your information in, it sends the same robo email back stating the same thing. You never get a person but there telling Home Depot that they cant reach me even though I literally have both my phones next to me. Its an archaic system that is beyond frustrating. I need someone to get either Home Depot or NSD to resolve this and pick up this mower. Another purchase I made was sent to me busted inside the box, they rewrapped it in a plastic bag then placed it inside another box and it still leaked through. I returned that item as well. Im not happy about anything with Home Depot at this point. Please help me resolve this.Business Response
Date: 06/23/2022
June 23, 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 **** built riding lawn mower.
The Home Depot has reviewed this case and reached out to all parties involved. On 06/18 The Home Depots Online Executive Escalations Team reached out to NSD Escalations to request pickup asap or to advise if unable to complete. They also emailed **************** to provide contact information. On 6/20 Online Executive Escalations agent reached back out to NSD Escalations to request an update. They also emailed the customer an update. With that said, please note this matter will remain open in our office until our customer agrees to a suitable 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#: 29190124Customer Answer
Date: 06/25/2022
Complaint: 17444149
I am rejecting this response because: no real attempt has been made to pick the lawn mower up. I have received emails stating they are working on resolving the issue but the mower is still here. Someone from a local Home Depot delivered one to me when the contracted company wasnt able to do so. So why cant that be done to pick up the mower as well.
Sincerely,
*************************Business Response
Date: 07/01/2022
July 1, 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 **** built riding lawn mower.
The Home Depot has reviewed this case and reached out to all parties involved. As previously stated, on 06/18 our Online Executive Escalations Team reached out to NSD Escalations to request pickup asap or to advise if unable to complete. They also emailed **************** to provide contact information. On 6/20 Online Executive Escalations agent reached back out to NSD Escalations to request an update. They also emailed the customer an update.
Since our last correspondence to you, The Home Depot Online Executive Escalations agent heard from NSD Escalations. They apologized and advised they reached out to terminal for scheduling and will follow-up with confirmed date. On 6/24 Online Executive Escalations agent checked return tracking and found nothing was scheduled, so they emailed NSD Escalations to request an update. On 6/28 NSD advised the customer will be contacted shortly for scheduling on Friday, 07/01/2022. Today, Online Executive Escalations Team agent emailed NSD Escalations to request an update to ensure pickup is scheduled by end of the day. With that said, we will seek alternative pickup avenue if scheduling attempt today is unsuccessful. This matter will remain open in our office until our customer agrees to a suitable 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#: ********
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