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Complaint Details
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Initial Complaint
02/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order number H3844-137760. I had a refrigerator delivered on Jan 17th. The door were to be switched to open the opposite way. The delivery men were unable to as the s**** was broken. Report was made about defective refrigerator on the day of delivery and a second attempt was made to switch the door a week later. It was unsuccessful. I was then directed by the installation and delivery company to work with my local store to get the broken refrigerator replaced with a new refrigerator. I have talked to numerous people in the store, including assist managers, and was promised a return call but I have never received one. I was assured by 2 assist managers that this issue would be taken care of and a replacement would be forthcoming. This refrigerator is defective and I want a new refrigerator that I paid for. This process has been ongoing for 6-7 weeks! I expect Home Depot to rectify this problem and replace the refrigerator.
Business response
03/10/2022
March 10, 2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case ID # ********
Dear ****************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their delayed delivery.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding her replacement appliance. The Home Depot has investigated this matter and confirmed a new delivery date of 03/12/2022. 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
02/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased ******** Windows Series **** Series through the Home Depot. I live in a condominium and the exterior side of the windows need to match that of the community (dark *****). The ******** windows are originally white and had to be painted dark ***** on the exterior to match my community guidelines. All of the windows are terribly over sprayed and the dark ***** color has bled through the encasement of the windows and looks terrible. I have asked Home Depot to have ******** replace the window inserts with a quality paint job and masking. The manufacturer of the windows is stating that the paint job of the windows is "Standard". However, during my sales consultation, I was not made aware that over spray would be an issue -- otherwise, I would not have purchased the windows.Business response
03/08/2022
March 8, 2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *******************/ BBB Case ID # ********
Dear ****************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their delayed delivery.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding her painted windows. The Home Depot has investigated this matter and confirmed with the manufacturer that appropriate business practices were followed. The Home Depot also advised ************** that the results are normal and a different outcome is not guaranteed. 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer response
03/12/2022
Complaint: 16813174
I am rejecting this response because:This is in response to Mr. ******* response to the BBB dated March 8, 2022 regarding the above claim.
I realize that Home Depot is one of ********** largest customers, but I feel that when a sales representative provides a consultation to a potential customer for its ******** windows, and in my unfortunate case where the windows needed to be painted a bronze color to meet my community's color scheme, Home Depot sales consultants selling ******** windows should disclose to potential customers of the possibility of potential over spray due to the windows having to be painted so that a customer like myself can make a more informed decision about whether or not to purchase the windows. Had I been made aware of what ********** "manufacturing tolerances" in their Quality Report dated 2/15/22, I would not have purchased the ******** windows.
I do not feel Home Depot has protected and treated me as a valued customer with this ******** windows purchase. As a large seller of ******** windows,I feel the Home Depot should hold ******** to a higher quality standard with regards to their manufacturing tolerances to protect not only its own reputation,but also that of its valued customers.
A communications history of this window installation project clearly shows the multiple delays cause in which I have had to take days off from work and experienced high emotional distress. Additionally, the Home Depot sales consultant ordered an incorrect window which now requires its removal and re-installation due to it not being of tempered glass. This will require me to miss an additional day of work.
Although I am very disappointed about the over spray, I would like to move forward and put this experience behind me. In settlement of this matter, I would like $1,000 in compensation in settlement of this matter. It is my hope that Home Depot will make every effort to make this right.I have also sent an email communication (copy attached) to ***********************, Product Technical Specialist, in response to his Quality Report dated 2/15/22 and letter dated 3/1/22 regarding settlement of this matter.Sincerely,
*******************Business response
03/18/2022
March 18, 2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************ Tower, Suite 900
*******, ** 30303
Re: *******************/ BBB Case ID # ********
Dear ****************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their delayed delivery.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding her painted windows. The Home Depot has investigated this matter and confirmed with the manufacturer that appropriate business practices were followed. The Home Depot also advised ************** that the results are normal and a different outcome is not guaranteed. 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer response
03/18/2022
Complaint: 16813174
I am rejecting this response because:This is in response to Mr. ******* response to the BBB dated March 18, 2022 regarding the above claim.
According to the manufacturer, the over sprayed windows fall under their manufacturing tolerance. The question is, would Home Depot display the ******** windows I purchased and received in their stores? I would appreciate an honest answer to this question from ****************. I was not informed by the salesman beforehand of the possibility of the windows being delivered in over sprayed condition, nor was I given the opportunity to decide whether to purchase the windows in said manner. I feel this is deceptive salesmanship.As a so called valued consumer, I fulfilled my obligation to Home Depot I paid for the windows in full -- even before they were delivered. In fact, I have yet to receive the missing window screens and replacement tempered glass window that I paid for.As mentioned in Mr. ******* letter of March 18, 2022 where he states:
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 know that I am not a satisfied customer with regard to the product and ******************** received.
I am requesting compensation in the amount of $1,000.00.
Sincerely,
*******************
Business response
04/18/2022
April 18, 2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************ Tower, Suite 900
*******, ** 30303
Re: *******************/ BBB Case ID # ********
Dear ****************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their delayed delivery.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding her painted windows. As previously stated, The Home Depot has investigated this matter and confirmed with the manufacturer that appropriate business practices were followed. The Home Depot also advised ************** that the results are normal and a different outcome is not guaranteed. 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer response
04/22/2022
Complaint: 16813174I am rejecting this response because:
It is evident from all prior communications that Home Depot is not interested in making "any concessions" regarding the over-sprayed windows and that they consider the matter "resolved". For those reasons, I am requesting the BBB to
close out any further communications with the Home Depot regarding this matter.
I would like to thank the BBB for its time, attention and assistance in trying to resolve this matter.
Sincerely,
*******************
Sincerely,
*******************
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Customer Complaints Summary
12,831 total complaints in the last 3 years.
3,669 complaints closed in the last 12 months.
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