Complaints

The 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:06/14/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Generac generator from Home Depot May 17, 2024. This is the third party delivery company that was supposed to deliver the generator to my home on May 24th. I tracked the item which arrived to the delivery company location on May 23rd (20 miles from my home). I have called no fewer than 40 times. Usually, no one answers the phone and the recording says they will transfer me, then it hangs up. The girls who work their says they are not trained to put this delivery in the system and blame the manager, Rondell. I have left MANY messages for Rondell to call me as he is NEVER actually at work or I "just missed him" because he was there for 2 hours. I called Home Depot 6 times and they tell me all they can do is call the delivery company to find out what's going on...with no resolve. Forward Final Mile scheduled my delivery 3 times and didn't show up when they said they would. Its been nearly a month since I've ordered and several weeks since it was supposed to be delivered and still NO response from Forward Final Mile. I feel as though they are running a scam. I wonder how often they just don't deliver an item, make an insurance claim for a lost, stolen or damaged item...and actually just sell the item for profit???? Home Depot should know better than to use an F rated company as a third party delivery company. They have had my generator since May 23rd and I'd like for them to deliver it. Honestly, at this point...I'd worry that they actually do something to ensure it doesn't work IF they deliver it. Crooked company run out of Saint Rose, Louisiana! No one doing anything about it.

• Initial Complaint

  Date:06/05/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 had my microwave delivered last week and today 6/4 they were to come from 3-7 and no one called or showed up to fix my microwave. I took off the day to be here for them to come fix it and they didn't show up. I need someone to come fix the blower motor that the person installed incorrectly. We can't cook or use the blower function. Also looking for some type of compensation for my time off from work and no one showing up.

• Initial Complaint

  Date:05/29/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 orders from LG and Samsung have run into constant issues so much so that a complaint needs to be raised 1. COI - took 3 attempts to get a COI sent to me in correct order. I supplied a sample and also gave specific instructions on how to complete the form and it was still done incorrectly and untimely, to the effect that I had to move my delivery date. 2. Pick up of item delivered - delivery company was so late although instructions provided per HOA mandate, I've had to reschedule 3 times due to their routers lack of attention to detail, care for the individuals time 3. Customer service has provided very specific notes, escalated the issue to warehouse manager and routers and the exact same issue still occurs This company should be dissolved, asking people to take multiple days off work because they cant get their routing / schedule together is an issue that is going to be raised by me to the state attorney generals office. There are too many third parties involved in this delivery service, and the breakdown in communication ic costing me literal money by not being paid for the days I'm taking off from work.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  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.

  Kitchen appliances were removed and new ones installed. The technicians removed a hose from the garbage disposal, which was left open. Water from the sink drained through the open hole flooding the flooring causing extensive damage.

  Business Response

  Date: 10/30/2023

  This was a Two-Step delivery and install. The delivery team uninstalled the customers old Dishwasher and claims they capped off the garbage disposal. There are no photos of the cap. Our plumber will be to the customers home tomorrow to finish this installation. This has now been opened as a damage claim and Sedwick will be reaching out to the customer to start that claims process. 

• Initial Complaint

  Date:10/30/2023

  Type:Delivery Issues
  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.

  Set up delivery with Home Depot - this company was used - they missed all delivery windows that they themselves set up that day - first between 11-3 then 3-5:30 then after I call fir the third time they state they will deliver between 7pm and 11pm - they call at 7:30 and tell me they will be there in 5 mins. They actually show up at 8:40 and proceed to tell me that since one of them was injured that will not be able to install but will leave the fridge in garage and will come by tomorrow to install. I call Home Depot abd they stay I need to setup a time to install - which will be in another week between 9am and 1pm. On the day the install was to be done - they call me at 7:20 and tell me that they will be there in 20 mins - I told them not to come as it’s outside the delivery window. They show up anyway and tell me that since they are there I need to reschedule for another day. I call Home Depot and they facilitate another install time between 10 -2pm on Saturday. They call on Friday and tell me it’s 11am - 3 pm - today they called to say it was going to be 11:30-3:30. At 1:30 the driver calls and tells me he’s alone with a dolly and can’t install it himself and will need to reschedule. I called the office and ****** would not give me a manager name and would not escalate. I still do not have the fridge installed and cannot use my garage. Worst customer service and company o have dealt with. Especially that they will not give any management information.

  Business Response

  Date: 11/16/2023

  We are truly sorry for the inconvenience. There were some communication issues with the time frames and an injury, these issues have been corrected. We have made things right and completed the customers installation on 10/31/2023.

• Initial Complaint

  Date:07/26/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were told that our entire kitchen appliance suite was all together in a bin, so we schedule a delivery date of July 14th. The refrigerator was missing come delivery day. Since that time, we have received 4 scheduled delivery dates for our refrigerator; every single one has been cancelled and our delivery date bumped. Speaking with FFM is an absolute waste of time. Not one person has given us a direct answer as to why our delivery is not a priority. I’ve asked for names in management, and I get a run around. They simply say “we’ll have management call you”; neither my husband or myself have received any such calls. Twice now I have spoken to someone who stated they were going to the warehouse to “lay my eyes on it”; then I’m put on hold for nearly an hour. When they returned to the phone call, they said our refrigerator is there, but all delivery dates are full for three or 4 days. My husband and I are starting to believe the refrigerator never was in their possession, or someone took it. Communication with this company feels as though it’s one cover up after another. This is a very expensive Samsung refrigerator/freezer.

• Initial Complaint

  Date:06/27/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  They are inflexible in scheduling delivery. We had a delivery scheduled Monday between 11 AM and 3 PM. They had my phone number and my wife's. They were supposed to call 30 minutes prior to arriving. We received no call from the delivery company. At about 1 PM they called my wife and claimed they tried to deliver the appliance, but we were no home and did not answer our phones and they would have to reschedule. They did not try to call us and no delivery was attempted. They said a supervisor would call us. They did not. I called there call center which is located in another state. They said there was no attempt to deliver and the delivery was still coming. It never did. They had no one else I could call and no supervisor to talk to. Absolutely irresponsible and unaccountable. Dishonest.

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Bought a LG 30cu ft refrigerator ********* on May 17, 2023 Shipped June 14, supposed delivery on June 16th. Which never happened. LG sent it to Forward Mile to get it delivered to me, is June 23 and still not have my fridge. Did multiple calls to LG and to Forward Mile with no positive answers and no date on when my fridge is going to be delivered. Order # ********** ** sent me to contact customer service but said they can not do anything about it, just wait to get contacted from Forward Mile, we contacted FM and told us they will notice me via call or email when my unit will get home but never contact me again. We seek fir a compensation… Yesterday we call to LG for a refund but said it will take 5-7 business days to get my money back, but i need it to buy another fridge from another place. We’ve been with no fridge for a week, in a new home with kids, where you’re supposed to be happy and enjoy the moment but we can’t because we are stressed and worried and sad due to this situation. At this point just went to Lowes to buy a mini fridge in the meanwhile Forward Mile decides to deliver my fridge. Now the sent me an escalation case number for the Presidential Liaison Team ****************** *** ****************** Still no response, no return call, no email.no fridge. We have spent so much money on food waste, fast food, eating outside due to not been able to cook and storage food, seek for refund or compensation!!

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  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.

  We just moved into our new home a couple of months ago and have been having issues with our Electrolux Double Oven (top oven never works), so Forward Final Mile was supposed to deliver and install a new one for us today 1/11/2023. First problem is that they texted me and told me my appointment time, never gave me any options or anything; which is super inconvenient for my schedule. Second is that they showed up almost an hour after the appointment window. When I called and asked if they would still be here, the customer service rep told me she doesn't know because if the driver does not tell them they do not know. The guys finally showed up and were just standing at my door looking in my window for over 5 minutes. I didn't even know they were there until I looked at my side light and saw someone standing there, they did not even ring the doorbell or anything. I finally opened the door and they seemed very sketchy, so I got nervous and asked if they were delivering something, and the communication was horrible because they did not speak much English, so we really didn't know what each other was saying. They came in and told me that they were only there to install the oven, and someone else was supposed to come and do the wiring (never heard of this in my life), so they said they were wanting to store the oven in my garage until someone else comes tomorrow and does wiring and the install too. I told them i WILL NOT store this in my garage and have no room, especially because I did not expect to be a storage unit! They finally just left the new oven in a box in the middle of my hallway and said someone would be back tomorrow. I said what time, they said "we dont know". I told them I CANNOT KEEP MISSING WORK especially when you dont know when someone is coming! I got a blank stare. I finally asked for the phone number of the guy who is coming, and the driver was hesitant to give it to me but finally did. I want a manager or someone else to do this install!!

  Business Response

  Date: 01/13/2023

  Changed delivery date with customer to 1/16. Spoke to the customer on 1/13 to schedule and make arrangements. At the time we were unaware of it being a double wall oven. This is a two step process. We have a qualified installer coming with the delivery team to unwire the original piece, delivery team will remove the old wall oven and replace with new wall oven. Qualified installer will then make final connections for the new double wall oven.

  Customer Answer

  Date: 01/16/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The team that came out today removed my old oven, wired and installed the new oven, and they did all that in less than an hour (I know this because I was watching a tv show during the installation and it was not even finished when they got done). They cleaned up everything, were polite, and took pictures. Excellent turnaround, and my oven is working. Thank you.

• Initial Complaint

  Date:12/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 22nd we purchased kitchen appliances from Home Depot order # H-XXXX-XXXXXX. We were told that our delivery date would be Dec 1st. Day before the promised delivery date, we received an email stating that our delivery slot will be on Dec 1st between 2-6 pm. On Dec 1st at around 5:48pm, my husband called the appliance support hotline (XXX-XXX-XXXX) to add my phone # as the primary contact as my husband had to leave for work. . At 7:10pm, according to the delivery tracker, a delivery was unable to attempt. At 7:11pm I called the appliance support hotline and spoke w/********. I was told that there is no way to contact the delivery company as their office had already closed. I was told that the only thing they can offer is to reschedule a delivery date to Dec 12th. I asked for the delivery company's name and contact info, I was told that they are not able to provide that information to me, and that I should call the appliance support hotline the next day. On Dec 11th, we received an email stating that our new delivery slot will be on Dec 12th between 3-7pm. Dec 12th, we kept checking the tracker. Around 3:30pm or so, there were 12 stops before us. Then it was 8 stops, then 6 stops, then 2 stop. Finally, at 6:45pm, we received an email stating that they couldn't complete the delivery because there was a problem that occurred before a delivery was attempted OR that a problem occurred at the final delivery. We did NOT receive any phone call at all explaining what the problem was. Both times, I took time off from work so that I can pick up my daughter from school and take her to dance, while my husband waited for the delivery. We want our appliances to be delivered ASAP! We have been without a refrigerator for 3 weeks! We also want our old appliances hauled away with NO charge as a restitution for lost wages.

  Business Response

  Date: 01/16/2023

  Business Response /* (1000, 7, 2022/12/29) */ we apologize for the inconvenience this caused. On 12-1 the delivery team rolled their ankle 3 stops prior and was unable to complete the route. They had not communicated that with the staff so that the customers could be called and rescheduled and did not return to the warehouse that night. On 12-12 the team got a 3 and a half hour late start due to truck breaking down and tried to finish the entire route but were unable to.