ComplaintsforThe Home Depot

• Initial Complaint

  07/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a washing machine and dryer set from Home depot on 06/06/2021 . They gave me a delivery date a month away. We have the dryer..a month later still no washer. It came with electronics hanging out because they tried delivering it upside down. They said they would deliver it today still no washer. The manager hung up on me..They give me a run around and they are not taking responsibility for what they sold me. they tell me to call the manufacturer a 3rd party delivery company ext..these people tell me to call home depot. its rediculous. the order number is hXXXXXXXXXX

  

  Business response

  08/17/2021

  Business Response /* (1000, 5, 2021/08/06) */ August 6, 2021 Sent Via Email Attn: Ms. ************ Customer Experience Specialist Better Business Bureau Serving Metro Atlanta, Athens & Northeast Georgia 235 Peachtree Street North Tower, Suite 900 Atlanta, GA 30303 RE: ***** ****** / BBB Case # XXXXXXXX Dear Ms. ****** We acknowledge the receipt of the BBB Case # XXXXXXXX. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their purchase of merchandise from our online store on order number HXXXX-XXXXXX. The Home Depot has carefully reviewed all information pertaining to this matter. Since this was a major appliance order, we escalated to our Online Escalations team to further assist. The Online Executive Escalations Team will contact ***** ****** to provide assistance with their late appliance delivery. Reached out to Whirlpool to confirm that replacement unit has been shipped. Whirlpool confirmed unit was delivered 7/30/2021 to delivery agency. Attempted to reach out to customer to advise of details. Customer states she already got her delivery but was not able to provide a date for records prior to disconnecting. Sent email requesting more detail. Customer advised via email washer was delivered on 7/31/2021. Wants compensation for order issues. Customer accepted offered compensation. Processed markdown and advised of refund time frame. With that being said, we have addressed our customer's complaint and 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, Ellen ******** Executive Escalations Team Phone: XXX-XXX-XXXX ext. XXXXX Fax: XXX-XXX-XXXX Reference Number XXXXXXXX

• Initial Complaint

  07/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After purchasing 5 gallon containers of Crystal Springs spring water from Home Depot for multiple years, they switched providers. I bought one of the new containers of water and did not like it as it was purified water, not spring water. When I started buying the water I had to pay a deposit to Home Depot for the containers. I had two containers throughout-one on the dispenser and one on stand by. Not liking the new purified water taste, I took the containers back and stated I wanted to return them for return of the deposit I had paid as I no longer wanted to buy water from Home Depot since they switched providers. Home Depot would not do it. They now have my money for two deposits from me and won;t return it.

  

  Business response

  08/23/2021

  Business Response /* (1000, 5, 2021/08/09) */ August 5, 2021 Sent Via Email Attn: Ms. ****** ***** Customer Experience Specialist Better Business Bureau Serving Metro Atlanta, Athens & Northeast ******* 235 Peachtree Street North Tower, Suite 900 Atlanta, GA XXXXX 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 customer *** have experienced with their purchase of bottled water from our store. The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot ended their partnership with ******* Springs bottled water several years ago. At that time, it was posted in all our stores and ample time was provided to our customer's to return any remaining bottles they *** have had for a bottle deposit refund. As a one-time customer accommodation and in an effort to resolve, we sent Mr.********** a $12.00 (Twelve Dollars Even) electronic gift card to refund him for the two $6.00 bottle deposits he had paid. The e-gift card was sent to the email address as provided in his complaint. We attempted contacting him via phone and a detailed voicemail message was left. With that being said, we have addressed the customer's complaint and 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, ***** ******** Executive Escalations Team Phone: ************ ext. ***** Fax: ************ Reference Number ******** Consumer Response /* (2000, 7, 2021/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the resolution. I write only to say I purchased ******* Springs water from the ********, KY Home Depot in 2021. That store's switch to this new provider of purified water-rather than spring water-occurred in mid-2021.

• Initial Complaint

  07/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sir or Madam, I purchased a dryer from Home @Lilburn location (stroe#1775), order#HXXXX-XXXXXX, receipt#XXXXXXXXXXXXXX on 05/29/2021. It was delivered on 06/08/2021 or 06/09/2021. Upon their delivery, it was discovered that item#******************* and #M934-DRY POWER CORD were not there. The drivers went ahead and installed it with my old cord and duct. The first time I used the dryer was three days later, it broke after three minutes. I called Home Depot but was advised that I need to deal with GE directly. After spending hours with Home Depot and GE over the phone, GE agreed to come on 06/16/2021 but was unable to fix it. GE came again and fixed on 06/23/21. . I used the dryer again for the second time and it died again after three minutes, and and I detected the burning smell at the time. I immediately unplugged it to avoid fire hazard. It could burn my house down and jeopardized lives of my family. Home Depot refused to resolve this issue after multiple attempts.

  

  Business response

  08/26/2021

  Business Response /* (1000, 5, 2021/08/10) */ August 10, 2021 Sent Via Email Attn: Ms.************* Customer Experience Specialist Better Business Bureau Serving Metro Atlanta, Athens & Northeast Georgia 235 Peachtree Street North Tower, Suite 900 Atlanta, GA 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 customer *** 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. Upon review, The Home Depot Online Support Team is currently assisting *********** regarding their concerns with the Hotpoint Dryer purchased under order number HXXXX-XXXXXX. Once we are able to speak with the customer and determine a proper resolution we will move forward in addressing the customer's concerns. If any additional assistance is needed, please advise her to contact the online agent who reached out to her (*********************** Ext. *****). With that being said, we are in the process of addressing our customer's complaint. 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 do not hesitate to contact me if you have any questions. Sincerely, Sade ******* Executive Escalations Phone: *********************** Fax: ************ Reference Number: ********

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/2/21 I met and placed an order with a Home Depot rep. order #HXXXX-XXXXXX I explained to him that I have a tiled back splash, but I was only ready to replace the counter top, he assured me it could be done and charged my home depot credit card 4625.00 and told me when company comes out to take a template they would give me a better estimate. When I scheduled the template appointment their rep. asked several questions and one of those question was if I had a back splash, but on the day of the appointment I was told tile back splash must be removed before they could replace counter top. I told him I already spoke with Home Depot about this and asked if I could sign a waiver, cause I was not concern about chipping tile. He told me that was not possible, so after he left without taking any measurements I canceled my counter top order, but was still charged a 200.00 fee.

  

  Business response

  08/24/2021

  Business Response /* (1000, 5, 2021/08/07) */ August 7, 2021 Sent Via Email Attn: Ms. ****** ***** Trade Practice Specialist Better Business Bureau Serving Metro Atlanta, Athens & Northeast Georgia 235 Peachtree Street, North Tower, Suite 900 Atlanta, GA 30303 RE: *** **************** / BBB Case # XXXXXXXX Dear Ms. *****: We acknowledge the receipt of the BBB Case # XXXXXXXX On behalf of The Home Depot, I apologize for any inconvenience our valued customer *** have experienced regarding their Countertop measurement. The Home Depot is currently reviewing this case and has reached out to all parties involved. Our business partners with the HDIS team will be handling this complaint. All information for this case has been forwarded to their branch office. We have received an update stating our team spoke with the customer and advised the project was refunded. 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 should you have any additional questions or concerns. Sincerely, Tonya T Hodge The Home Depot Executive Escalations Team P: ************ Ext.XXXXX SF# XXXXXXXX Consumer Response /* (2000, 7, 2021/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11-24-2020 I signed a contract with home depot to have them install new windows at my vacation house in Oregon that is 12 hours away from my home. We agreed on the install to occur on 4-5-2021 per contract as I have to take vacation to be at the house. On 3-28-2021 I emailed them to make sure we were still on track and got a reply on 3-29-2021 from them stating yes. On 4-5-2021 I received an email at 10:31 rescheduling the install to 4-7-2021. When the contractor showed up with the windows he told me they were not the right ones for my application and didn't feel comfortable installing them. I had a licensed contractor brother in law there at the time and he agreed, so we stopped. After numerous talks with home depot we decided that they had a contractor that could do the job so I reluctantly agreed. Once again they rescheduled me for 6-28-2021 so now I have to use up more vacation. On 6-27-2021 at 5:54 pm I received a message from the installer moving it yet again til the next day.

  

  Business response

  08/23/2021

  Business Response /* (1000, 5, 2021/08/05) */ August 5, 2021 Sent Via Email Attn: Ms. ****** ***** Customer Experience Specialist Better Business Bureau Serving Metro Atlanta, Athens & Northeast Georgia 235 Peachtree Street North Tower, Suite 900 Atlanta, GA 30303 RE: **** ******** / BBB Case# XXXXXXXX Dear Ms. *****, We acknowledge the receipt of the BBB Case # XXXXXXXX. On behalf of The Home Depot, I apologize for any inconvenience our customers *** have experienced in regards to their purchase and installation of windows from our store under customer agreement number HXXXX-XXXXXX or job# XXXXXXX. The Home Depot has reviewed and investigated this matter. We escalated this issue to Home Depot Exteriors for review and a response. Our Installation Service Manager, Dan Dunn spoke with customer on 7/29 and advised himself and our service provider will be in contact with him to get job completed. Dan confirmed with Mr. ******** that a service call was scheduled for 8/3 to address his concerns. We had an installer out Tuesday 8/3 and Wednesday 8/4, they will be back out Friday 8/6 and Complete the job. We have attempted to contact customer, but no reply from Mr. ********. We continue to contact customer with update and to let him know it will be completed Friday 8/6/2021. If additional assistance is needed, please advise him to contact his branch office. With that being said, we are in the process of addressing our customer's complaint. 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, Ellen ******** Executive Escalations Team Phone: XXX-XXX-XXXX ext. XXXXX Reference Number XXXXXXXX Consumer Response /* (2000, 7, 2021/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Home depot finally finished the job after months of dealing with them and had to have BBB step in to help me get the job done. The only reason I am closing the complaint is because they did finish it, kind of. The bad thing is the finished windows look terrible and I may have them remove them. Such a lousy experience and the finished product is very, very poor workmanship. I would highly recommend never to use Home Depot for new window installation!

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dishwasher from Home Depot on March 4th, 2021. When I purchased the dishwasher, the delivery was to occur within a week. Ultimately, that was not true and I received the dishwasher on April 27th. I paid for installation and 5 year additional warranty. To date, I have had 3 service appointments and the dishwasher does not work for longer than 2 weeks. Additionally, once the dishwasher breaks down, I have to wait well over a week for repair. I have asked repeatedly for a new unit since the once I have does not work. Home Depot refuses to swap out the unit. At this point, I want my money back or a new dishwasher and do not want to ever do business with this company. It is shameful that my new dishwasher has only worked half the time in the 3 months I had it. Attached please find the receipt of the purchase and the email confirmation of the 3 service calls. O would really appreciate some help with this situation as I am out almost $1,000!

  

  Business response

  09/08/2021

  Business Response /* (1000, 5, 2021/08/09) */ August 9, 2021 Sent Via Email Attn: Ms. ****** ***** Trade Practice Specialist Better Business Bureau Serving Metro Atlanta, Athens & Northeast Georgia 235 Peachtree Street, North Tower, Suite 900 Atlanta, GA 30303 RE: ******** *****/BBB Case # XXXXXXXX Dear Ms. ****** We acknowledge the receipt of the BBB Case # XXXXXXXX On behalf of The Home Depot, I apologize for any inconvenience our valued customer *** have experienced with our The Home Depot, under order number WJXXXXXXXX. The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with an online purchase, we have forwarded 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 an Online Escalation team agent has contacted Mrs. *****, and vendor, where they are currently working on resolution. The following update was provided from Online Escalation Team: We emailed Mrs. ***** and advised a new request to the BBB would come to us. We advised that we had reached out to Allstate to get help from them. A case will remain open with Online Escalation Team until Mrs. ***** issue has been resolved. With that being said, The Home Depot has addressed our customer's complaint however considers this matter in progress. 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. Shakeia *** The Home Depot - Customer Care Resolution Expeditor- Executive Escalations P: ************ x XXXXX F: XXX-XXX-XXXX SF# XXXXXXXX Consumer Response /* (3000, 7, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I thought finally had a resolution as I was to receive a replacement dishwasher on 8/20 between 8am and noon. At almost 3:30pm no one has shown up and when I called at 1:30 I was told they were running late. I called again at 3pm and the recording says that I am calling outside of their business hours. I just want my money back! Home Depot and Maytag are liars and I will never do business with them again. Business Response /* (4000, 9, 2021/08/27) */ August 27, 2021 Sent Via Email Attn: Ms. ****** ***** Trade Practice Specialist Better Business Bureau Serving Metro Atlanta, Athens & Northeast Georgia 235 Peachtree Street, North Tower, Suite 900 Atlanta, GA XXXXX RE: ******** *****/BBB Case # XXXXXXXX Dear Ms. *****: We acknowledge the receipt of the BBB Case # XXXXXXXX On behalf of The Home Depot, I apologize for any inconvenience our valued customer *** have experienced with our The Home Depot, under order number WJXXXXXXXX. The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with an online purchase, we have forwarded 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 an Online Escalation team agent has contacted Mrs. *****, and vendor, where they are currently working on resolution. The following update was provided from Online Escalation Team: Mrs. ***** emailed and said she would be back in NY 09/01/2021. The dishwasher can be picked up any time after that providing that she can be home to let them in. We emailed the store the information and let Mrs. ***** know the store will contact her to set it up once we know she is back. We also let her know she could call the store when she is ready to set it up. A case will remain open with Online Escalation Team until Mrs. ***** issue has been resolved. With that being said, The Home Depot has addressed our customer's complaint however considers this matter in progress. 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. Shakeia *** The Home Depot - Customer Care Resolution Expeditor- Executive Escalations P: ************ x XXXXX F: XXX-XXX-XXXX SF# XXXXXXXX

• Initial Complaint

  07/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, We originally set up installation of Hurricane Impact windows and doors with Home Depot Nov or Dec 2020 Installation started in February 2021 when the installation was completed we told them we had some issues and were missing one of the window screen. I notified them again in April and we still have not received the window screen. I've been going back and forth with our Installation Svc Mgr John ***** as to when we will receive the screen then he asked that I contact ***** at XXX-XXX-XXXX **** I have left messages for her on June 7th, June 8th and June 11th and no response from her. No one has contacted me and I am still with out a screen. I am extremely disappointed in the service from Home Depot and I only chose them for the installation because they were supposed to provide excellent service. This has been the worst 5 months working with them.

  

  Business response

  08/26/2021

  Business Response /* (1000, 5, 2021/08/10) */ August 10, 2021 Sent Via Email Attn: Ms. ****** ***** Customer Experience Specialist Better Business Bureau Serving Metro Atlanta, Athens & Northeast Georgia 235 Peachtree Street North Tower, Suite 900 Atlanta, GA XXXXX RE: ******** ******** / BBB Case # XXXXXXXX Dear *** ****** We acknowledge the receipt of the BBB Case # XXXXXXXX. On behalf of The Home Depot, I apologize for any inconvenience our valued customer *** have experienced while shopping with our company. The Home Depot has reviewed this case. Our business partners with Home Depot Exterior (HDE) has been handling this case as all information for it has been forward to the local branch office for review. In doing so, HDE has advised on August 6th, they spoke with Mrs. ******** and updated her on the service to take place the week of the 9th. We should be able to take care of the pending screen, including recent claim on a common door malfunction issue from the vendor. With that said, The Home Depot does not consider this matter resolved and the service ticket with HDE shall remain open until the customer's concerns have been fully 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. Sincerely, Sade ******* Home Depot - Customer Care Executive Escalations Team Phone# (XXX) XXX-XXXX Ext. XXXXX SF Case#: XXXXXXXX

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had visited Home Depot the end of February 2021. Right inside the door a man stopped me talking AC and furnace installation. I was purchasing my first home and knew the AC didn't work. I agreed to have someone come and speak to me. The sales guy came to speak to me 3/3/21. He spoke very highly about the support I would receive and the reliability of the AC and Furnace. My cost was $21,694 but I would have a great warranty. They installed both on 3/11/21. Of course they didn't test the AC because it was cold out. The first hot day in *** 2021 I turned on the AC and it didn't work at all. I had the technician on 5/24/21 say it was a bad board and they had to order the part. Another technician on 6/3/21 brought the board but said it wasn't just that and a new motor would be ordered both the board and motor installed at the same time. Another technician came 6/8/21 because of alarms going off. I've called several times and no one knows about the motor and it's still not fixed.

  

  Business response

  08/16/2021

  Business Response /* (1000, 5, 2021/08/06) */ August 6, 2021 Sent Via Email Attn: Ms. ************ Trade Practice Specialist Better Business Bureau Serving Metro Atlanta, Athens & Northeast Georgia 235 Peachtree Street, North Tower, Suite 900 Atlanta, GA 30303 RE: ***** ******/ BBB Case #XXXXXXXX Dear Ms.******: We acknowledge the receipt of the BBB Case #XXXXXXXX On behalf of The Home Depot, I apologize for any inconvenience our valued customer *** have experienced regarding their purchase with our company. The Home Depot has reviewed this case and Below is the summary the SP sent: "We received notice of this complaint and have already followed up with the customer as of last Friday. This summer Rheem notified us of some specific units that should have both their control board and condenser fan motor replaced. This information was provided to us by Rheem after this customers system was installed. Due to the pandemic, there are specific parts that are on back order and not currently available from Rheem. This particular motor is one of them. We are still waiting to receive this part from Rheem. Once received, we will go replace the part at no charge under the manufactures warranty. The customers unit is currently working with the existing motor. But Rheem recommends it be replaced to avoid a future issue. we have already contacted the customer to explain the situation and provide an update. As soon as Rheem can provide the part we will make the warranty repair." 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, Jeleysa ****** The Home Depot - Customer Care Resolution Expeditor- Executive Escalations P: ************ x XXXXX F: XXX-XXX-XXXX SF#XXXXXXXX Consumer Response /* (2000, 7, 2021/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Like I had explained to the service manager that called me, I do not have an issue with waiting for the parts to come in. I understand the pandemic causes delays. What I do NOT accept is that when I ask for an update, the person talking to me had absolutely no idea what I was talking about and didn't know anything about the motor needing to be replaced. His exact words were that the notes show the board needs to be replaced but there is nothing here about the motor needing to be replaced. He said he would check with his manager and call me back. I never received that phone call back. The pandemic causes issues with stock but this is not an excuse for bad communication and poor service. The pandemic should be an opportunity to show that your service and communication is a great aspect to your company but instead there is a major gap. I accept their response, I'm still not happy with it since they are hiding behind the pandemic issues as an excuse to handling this situation poorly.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about July 6, 2021, we placed an order online for an LG Washer/Dryer appliance from The Home Depot. The product description was: "5.2 cu. ft. Smart All-in-One Washer & Dryer with Wi-Fi in Black Steel." Order # XXXXXXXXX. Model # WM3998HBA. Price: $2,254.35. Paid by AMEX card online. The appliance was delivered on July 15 but could not be installed by the delivery men at that time because we were unable to detach the water hoses from our old washer and dryer. They said they would return and install the new appliance when the old hoses were removed. I removed the old hoses on July 16 and new machine was installed on July 19. My wife did a trial wash in the new machine but it DID NOT DRY the clothes. On July 20 we phoned The Home Depot Customer Service department and told them the product did not perform as advertised and we wanted a dryer that worked. They said we could not return any appliance purchased online! They refuse to exchange it for a washer & dryer that work.

  

  Business response

  07/30/2021

  Consumer Response /* (2000, 5, 2021/07/27) */ From: ****** ******* <******@rogers.com> Sent: Tuesday, July 27, XXXX XX:XX PM To: ****** ***** <******@atlanta.bbb.org> Subject: Re: BBB Complaint Case# 27840174 (Ref#XX-XXXX-XXXXXXXX-X-XXX) Dear ******: The Home Depot just called and the problem has been solved. They will allow us to exchange the unsatisfactory appliance for a new one. Many thanks for your fast assistance. ****** ******* ******@rogers.com

*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. ↩