ComplaintsforThe Home Depot

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refrigerator from Home Depot in 5/19. I have had numerous service calls. Currently I have one that has been open since 11/11. The service provider is Home Service Network and they have not showed at my house with 4 different appointment times! I paid for an extended warranty with Home Depot nothing is being done. I would like this appliance replaced and the rest of my warranty transferred to the new unit!

  

  Business response

  12/01/2021

  December 1, 2021
  
  Sent Via Email
  Attn: *****************************
  Customer Experience Specialist
  **********************
  Serving Metro ******** ****************** *******
  ********************
  North Tower, Suite 900
  *****************
  
  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 carefully reviewed all information pertaining to this matter and has partnered with the Extended *************************** As a result, we have forwarded to their escalation team for response.
  
  The Extended Protection Plan team advised the customer was contacted via phone and was informed a buyout for the defective refrigerator has been approved and she will be receiving a full reimbursement including tax.
  
  With that being said, The Home Depot has addressed our customer's complaint., and we now consider this case closed.
  
  Please know that it is The Home Depot's 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,
  ***********************
  The Home Depot Executive Escalations Team
  P: **********************
  SF# ********
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  OCT 9 We came in to match a carpet sample from our home and we picked the closest sample we found in both thickness and color. We asked for an estimate based on the measurement we had. The quote he provided was close to $2000. I asked what Cobblestone I or II meant which was on the board. He proceeded in qetting us the quote and explained the difference. That the initial quote was for the thicker one and we wouldn't like the thinner one. My fiance and I said together "we want the thicker one, especially since the price different about $300. The paperwork he gave me the price did not match the Initial quote, i asked him about it he said he was having printer issues and he would have to start the quote again from scratch and he could update it afterwards. I came back Oct 12 to make the purchase. My estimate seem low and i asked **** about it, pointing out the notes closets were not measured. Then i said do we have the right carpet, I cant remember which code was which **** responded "you guys wanted the thicker carpet right" my response was "YES" as i attempted to get up **** said not to worry that he could get up and check it. He confirmed he had the right one. On the day my carpet was rescheduled to be installed they showed up behind schedule about 11 when i was having my online classes. I went upstairs during my 10 mins break and the carpet seem thinner, i called the store, as i wasnt sure on how to proceed. I told the young man i spoke to "i believe i have the wrong carpet, he informed me he worked in the appliance and was unable to help me, i asked for a manger or another associate, he said the only choice i had was to wait on **** to come in. I have contacted the store and Customer **********************. I have been told there was nothing they could do. As **** cant remember me wanting the thicker carpet and they cant verify that i called during installation. This is appalling. Customers should not be treated as if they are lying. I want what my correct carpets installed

  

  Business response

  12/28/2021

  December 28, 2021
  
  
  Sent Via Email
  Attn: *****************************
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast *******
  *************************** Tower, Suite 900
  *******, ** 30303
  
  
  
  RE: ******************************* / BBB Case #: ******** 
  
  
  
  Dear ****************:
  
  
  We acknowledge the receipt of the BBB Case #: ******** .
  
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
  
  The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with District Service Manager and Install Team, who advised the installation or the carpet is not defective. **************** was requesting replacement of the carpet at no cost, which is respectfully denied. As a customer ********************** gesture, The Store Team has offered Eight Hundred Dollars and Zero Cents ($800.00) towards the reorder of the new carpet only. I offered the customer an additional Five Hundred Dollars and Zero Cents ($500.00) upon an accommodation letter being signed and returned. Once the letter is returned, payment will be processed. 
  
  With that being said, The Home Depot considers this matter closed. 
  
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns. 
  
  
  Sincerely,
  
  
  *****************
  The Home Depot - Customer Care
  Resolution Expeditor- Executive Escalations
  P: ***********************
  F: ************
  Case #: ********y here...

  Customer response

  01/06/2022

   
  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,
  
  *******************************

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired Home Depot to install a master closet. Home Depot did a horrible job. The cuts were not the same length along the bottom. The organizer was different lengths on the left than the right side. Not up to the standards Home Depot said they would do. The installer broke a few boards and attempted to cover it up with stickers. I asked what they were and he argued i was wrong, then left my home and drove away without any guide toward a solution. I complained to ******* "district supervisor" and after multiple steps to get it approved, my money was refunded with the stipulation they would pick up the product. They never provided me written copies of what was signed. All docusign documents were not available for upload therefore they have made it impossible to review terms. I have called multiple times (more than 10) to request Home Depot pick up the product. They have refused. Because the product was unusable and unstable I had to have it removed and a new system installed by another vendor. The product is in my garage and Home Depot is refusing to pick it up AND refusing to pay for me to have **************** pick it up. They have said i should break it up and put it in my trash. The division supervisor "*******" refuses to work with me and NOW claims the contract states I "can" dispose of it because Home Deopt didn't pick up within 20days. I'm not asking for them to "allow" me to dispose of it. I have clearly stated from the beginning that they need to pick it up. I only want them to have a driver pick up the material and dispose of it themselves. It has been over a year and I have made several attempts to contact them. Noone will assist me and I get transferred to a voice mail every time. Please help me find a way to get them to pick up the materials.

  

  Business response

  12/08/2021

  December 7, 2021
     
  Sent Via Email 
  Attn: **************** Livous 
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast ******* 
  ********************
  North Tower, Suite 900
  *****************
  
  RE: *********************/ BBB Case # ********
  
  Dear ****************: 
  
  We acknowledge the receipt of the BBB Case # ********

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

  
  The Home Depot has reviewed this case and as requested we have picked up the materials from **************** home. 
  With that being said, The Home Depot considers this case closed. 

  
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns. 
  
  Sincerely, 
  
  Jeleysa Harris 
  The Home Depot - Customer Care
  Resolution Expeditor- Executive Escalations 
  P: ********************
  F: ************
  SF# ********
  

  Customer response

  01/06/2022

   
  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,
  
  *********************

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order at 12am Nov 12, order no. is WD86459952, this is an order for store pick up. Later I received an email from store that the items were ready for pick up unless "22 in. Pro Tool Box, Black". I wanted to buy one set of tool boxes. Same day I had to placed another online order. When I placed the order, the Home Depot system appeared that the item should delivery to home on Nov 22, the order no. is WP18164083. Nov 13 I received an email about the item shipped out. My credit card was charged on Nov 13 too. But I did not received the item on Nov 22. I checked the Home Depot system, the delivery date was changed to Nov 29! I used the ***** tracking no. to check the shipping history, and found ***** do not pick up the item from Nov 13 to Now( Nov 23) ! This item was still at Home Depot! I can not wait for this item so long time. I contact Home Depot customer ********************** through live chat for canceling this order. But the Home Depot customer ********************** refused to cancel order. She told me that the item was shipped out and should delivery on Nov 26, I have to wait for and then return it. I told her that this item did not ship out, only shipping label created, but at this time the live chat window was shut off. ...I have a bad shopping experience! Under this status(only created shipping label), I do not know when the item should delivery. I just want to cancel order and get refund.Thank you for your attention and time Best Regard *********************

  

  Business response

  12/15/2021

  December 15, 2021
   
  Sent Via Email  
  Attn: *************************, Trade Practice Specialist 
  Better Business Bureau Serving Metro Atlanta, ****** & NE *******  
  ***************************************************************************** 
   
  RE: ********************* / BBB Case # ******** / Cancellation Refund Delays / Online 
   
  Dear ****************:  
   
  We acknowledge the receipt of the BBB ************************************** behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding his window order from The Home Depot.  
   
  The Home Depot has carefully reviewed all information pertaining to this matter.  The Home Depot Online Support Team reported that there was a delay with IT issues in regard to fulfillment Status issues as the item was lost in transit. Due to the error and issue that delayed the cancelation and refund The Home Depot has refunded the remaining amount of $390.06 back to the credit card originally paid WP18164083.  
   
  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#: 27001993
  
  
  ******* Head 
  The Home Depot 
  Executive Escalations 
  ************************* 
  Monday-Friday 8AM 5PM EST 
  Please contact ************************* Extension 85012
  In my absence

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted and spoke to a Home Depot manager regarding the conflict to address where another person " ************************* " is mail being sent, where that person doesn't. And never lived at the address of East Forks to be removed from mailing list. Home Depot, ignored the request. Identity theft is considered a tresspassed by the account holder.

  

  Business response

  12/13/2021

  December 11, 2021
  
  Sent Via Email
  Attn: *****************************
  Trade Practice Specialist
  Better Business Bureau
  Serving Metro Atlanta, ****** & Northeast *******
  *************************** Tower, Suite 900
  *******, ** 30303
  
  RE: *************************/BBB Case # ********
  
  Dear ****************:
  
  We acknowledge the receipt of the BBB Case # ********/448
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
  
  The Home Depot is currently reviewing this case and has reached out to all parties involved. ************** were contacted, and I apologize for the negative experience. The following update was provided:  We are working with the *** team to request any opt-out and suppression records for the customer/address below. We will continue to work internally to resolve matters. If ************** require further assistance, he may use the contact information listed below.
  
  With that being said, The Home Depot has addressed our customer's complaint, and now considers this matter closed.
  
  Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
  
  *********************
  The Home Depot - Customer Care
  Resolution Expeditor- Executive Escalations
  P: ********************
  F: ************
  SF# ********

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New delivery of washer and dryer. First load making loud noise to where Home Depot on phone hearing noise told not to use. And was given wrong phone number to call for installation guys to return . Completely down with no apologies from store manager or associates during Thanksgiving week. Want replacement .

  

  Business response

  11/26/2021

  This is a duplicate BBB complaint record. The consumer's complaint issue is being addressed using BBB Case 27858371.
  
  ***************
  The Home Depot - Customer Care
  Resolution Expeditor - Operations Support
  Office: **************************
  Schedule: Mon - Fri, 7:00am- 4:00pm EST
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Rheem water heater (SKU#**********) in fall 2017. The water heater worked fine until March 2021. It failed. Rheem was contacted and the water heater was completely rebuilt with all new Rheem supplied parts. 11/11/21 the water heater went out again. I contacted Rheem warranty again and they said at this point to replace the entire water heater. I uninstalled the water heater, took it to the local Home Depot store and they told me they only need the Rheem case number. So I got a new tank, same model number as the 2017 tank. Installed the tank on 11/21/21 and it worked, for 11 hours. It went out again. I called Rheem warranty again 11/22/21. They expedited shipping and sent out new parts, again. 11/24/21 I installed the new parts again for the water heater and it would not even light. Same error code. I need a refund for what I spent on this water heater from 2017. I have called Rheem who again just wants me to replace the same parts again, or rip the tank out again and take it back to the store to exchange it. (All of this costing labor for a plumber to come out every time the water heater fails.) I do not have the receipt from 2017. Everyone assumes a good water heater to last at least **** years. It is still under the manufacturers part warranty for crying out loud. I am tired of no hot water and want a different manufacturer water heater that will at least hit that **** year life span with zero issues. Rheem is unwilling to help and my local Home Depot (The same one I purchased the 2017 water heater from) will only offer me a partial refund "based on the lowest sale cost of the tank", never mind I spent more in 2017 and the amount does not account for inflation adjustments. The Rheem water heater is $539 at Home Depot. I would like a full refund for this water heater that has cost me hundreds of dollars for repairs and constantly failing parts.

  

  Business response

  12/08/2021

  December 2, 2021

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

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

  We acknowledge the receipt of the BBB Case # ******** On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.The Home Depot is currently reviewing this case and has reached out to all parties involved. **************** were contacted, and I apologize for the negative experience. **************** was contacted, and he confirmed he already purchased another water heater with a different company. The customer was offered $400 check to the amount he paid for the defective water heater. A settlement and release document were sent for signature. The If **************** require further assistance, he may use the contact information listed below.With that being said, The Home Depot has addressed our customer's complaint, and now considers this matter closed.Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

  *********************

  The Home Depot - *************

  Resolution Expeditor- Executive Escalations

  P: ********************

  F: ************

  SF# ********
  

   

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  SHAME ON YOU HOME DEPOT I am a disabled Veteran who on Nov 9th Purchased a ** Washer to be delivered and set up in my Home and the promised delivery date was Nov. 15th between 3-7pm. that did not happen after hearing nothing from them I called the Home depot call center and was told it was not going to happen that night. Then I get a call from the delivery truck stating that they would be there around 930pm and they would have to drop it off and return the next they to install it.On Nov 17th some one arrived and told me the job required a 12ft. hose which was A LIE and they would put it in the notes so it could be requested only to find out I was rescheduled for 22Nov. On 22 Nov the second driver came out Hooked up my machine with no problem using the same hose that was provided by the first driver on 15 Nov.1. The first LIED and did not want to do the job. This caused me a week of worring and having to go to the laundry mat.2. I called the Home Depot call center about 10 times order #H0110-229806 trying to get my machine delivered as promised because no 12ft hose was need nor requested, 3. My machine came with A DENT on the right side which noted on the delivery ticket which signed and returned. No one from has contacted me about any of this which I consider poor CUSTOMER ********************** at it's best. SHAME ON YOU HOME DEPOT

  

  Business response

  12/08/2021

  December 5, 2021
  
  Sent Via Email 
  Attn: *****************************
  Customer Experience Specialist 
  ********************** 
  Serving Metro Atlanta, ****** & Northeast ******* 
  *************************** Tower, Suite 900 
  *******, ** 30303
  
  RE: *************************** /  BBB Case # ********
  
  Dear ****************:
  
  We acknowledge the receipt of the BBB Case # ********.
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
  
  The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
  
  We received response stating our Online Escalation team contacted **************** via phone and email in apology for his experience and offer of further assistance.
  
  Upon speaking to **************** The Online Escalation team discovered the washer was installed, however, the unit is damaged. They offered **************** compensation for his experience and issues with damage, that was accepted by our customer. 
  
  With that being said, The Home Depot has addressed our customers complaint.
  
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns. 
  
  Sincerely, 
  
  *************************
  The Home Depot - Customer Care
  Resolution Expediter- Executive Escalations 
  P: ********************
  F: ************
  SF# ********
  
  
  

  Customer response

  12/16/2021

   
  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

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a Kitchenaid Dishwasher from Home Depot on November 9, 2021. The product arrived on 11/18/2021. The amount of money we paid the business was $1054.29 Order number: WP17754143 The business committed to providing us with a brand new working Kitchenaid dishwasher. The nature of the dispute is the following; After installation, the product did not work. The panel read that the dishwasher was full and remained on the clean function without responding. We called Home Depot who transferred us to Whirpool to set up a service provider appointment. The service provider told us that the float switch was faulty and damaged in shipping, he ran the machine and it worked. Once he left, we ran the machine once. Immediately after it stopped working. We were told the Home Depot policy is to only offer gift cards, where we've spent hours on the phone trying to rectify the situation and cannot get Home Depot to respond. We do not want a gift card, we want a full refund. However, we can't get someone from Home depot to even respond and all call prompts send us directly to the kitchenaide whirlpool team.

  

  Business response

  12/08/2021

  December 8, 2021
    
  Sent Via Email
  Attn: **************** Livous 
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast ******* 
  ********************
  North Tower, Suite 900
  *****************
  
  RE:  ***********************/ BBB Case # ********
  
  Dear ****************:
  
  We acknowledge the receipt of the BBB ******************************* 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 all information pertaining to this matter. The issue is with an online order. As a result, we have forwarded to our Online Executive Escalation Team for a response. 
  
  Our team contacted store **** leadership to request assistance with return/pick up if we process refund on our end. Per Store **** Specialty ASM, they contacted vendor (Maytag) and they will contact customer in approximately ***** to make arrangements for pickup and have agreed to return unit.
  
  Our team contacted the customer and was advised a pickup has been scheduled for 12/10/2021. Our team will continue to follow up with the customer until the issue has been resolved. 
  
  The case will remain open in our office until we have received confirmation from the Online Executive Escalation team that the issue has been resolved.
  
  Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide.  The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.  Please contact me if you have any questions.
    
  Sincerely,
  *********************
  Executive Escalations 
  Phone: ***********************
  Fax: ************
  Reference Number 26959503
  
  
  

  Customer response

  01/06/2022

   
  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,
  
  ***********************

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home Depot hired ********** to install our flooring back in December 2020. We have had them make three attempts to repair the flooring that keeps popping up. This has not been fixed. They have torn our baseboards three times and we have had to had them painted ourselves they damaged our woodwork by our door and never repaired that and we still have wood flooring popping up I have called Home Depot and let them know the problem and they still have not fixed it I have reached out to Romanoffs , and they have not responded back to me as far as an inspection I have yet to receive one for this repair again. At this point I feel like I am not getting anywhere and all the money that we put out for installation is a result of a bad installation and I want part of my money back because they had not fixed anything that they damaged and they have not put in a quality flooring installation for our house. I will not paint another baseboard. If they attempt to repair this and it fails I will demand my installation charges back and I want my wood wok they destroyed paid for.

  

  Business response

  12/10/2021

  December 9, 2021 
   
  Sent Via Email 
  Attn: **************** Livous 
  Customer Experience Specialist
  **********************
  Serving Metro Atlanta, ****** & Northeast ******* 
  ********************
  North Tower, Suite 900
  *****************
  
  RE: *************************** / BBB Case # ********
  
  Dear ****************, 
  
  We acknowledge the receipt of the BBB Case # ********
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Flooring installation.
  
  The Home Depot is currently reviewing this case and has reached out to all parties involved. Our business partners with the **** team will be handling this complaint. All information for this case has been forwarded to their branch office.
  
  Our **** team advised *************** was contacted and informed a visit has been scheduled for 12/21/2021 between the hours of **** pm.
  
  With that said, The Home Depot does not consider this matter resolved and the service ticket with **** shall remain open until the customers concerns have been addressed.
  
  Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
  
  Sincerely,
  *********************
  The Home Depot - Customer Care
  Resolution Expeditor- Executive Escalations
  P: ********************
  F: ************
  SF# ********
  

*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. ↩