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    ComplaintsforThe Home Depot

    Building Materials
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      10/19/24 my wife purchased a $75 gift card at the Home Depot store for my *********** wife and I went to the store on Saturday 11/09/24 to use the $75 gift card.When we checked out the cashier said the card had been used and no balance remained.We went to *******, the store manager at the service desk.******* told us that they have been having issues with thieves stealing card numbers and when the cards are activated the thieves steal the money from the cards and make random purchases.For more than 1 hour while my wife and I waited at the service desk ******* called the customer ********************** line and someone told her a shower pan was purchased on 11/5/2024.I have The Home Depot app and did not make a purchase for a shower pan. I never used the $75 gift card.I have a 1 bathroom farmhouse with a claw foot bathtub and have no need for a shower pan. Im not sure why Home Depot customer ********************** thinks I bought a shower pan.We felt we were treated unfairly and that Home Depot stole $75 from us and did not keep their promise of even a simple phone call to let us know they were working on the issue.******* promised someone from Home Depot would call me back at my number by Monday 11/11/2024 and I did not receive a call back.I want my $75 back that I paid The Home Depot for a gift card and I would like a phone call from The Home Depot that they will make this right and keep their promise.I have shopped at this The Home Depot store for over 26 years and have never had this kind of poor customer **************************** of in person purchase attached.

      Business response

      11/15/2024

      November 15, 2024

      Attn: ***************************************************** Specialist  
      Better Business Bureau  
      Serving *************, ****** & **********************;  
      *************************; 
      ****************** 900  
      **********************; 

      RE: **** ******/BBB Complaint #********

      Dear Ms. *****, 

      We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

       The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot executive escalations reached out to the customer to address their concerns. After careful review, we were able to investigate the issue outlined in Mr. ****** complaint and replace his gift card sending it via email. No further action is needed.

      Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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,  

      Sha-***** *.
      The Home Depot ************** Executive Escalations Team 
      Case: 37351061

      Customer response

      11/15/2024

       
      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,

      **** ******
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      I ordered and paid for a dish washer from The Home Depot on 9/24/2024. The delivery and installation was initially scheduled for 9/27/2024. The washer was delivered but the installation person refused to install because of a claim that we needed additional parts. After contacting the store a new installation was scheduled with a different crew on 10/3/2024. No additional parts were necessary. The installation occurred, but now the dishwasher is leaking. The installation was obviously not done properly. I do not want The Home Depot to attend to the problem. There is a clear lack of professionalism on their part. I want all the fees related the unprofessional conduct of The Home Depot at *************************************, to be refunded. The installation was not completed properly.

      Business response

      11/15/2024

      November 15, 2024
      Attn: ***************************************************** Specialist  
      Better Business Bureau  
      Serving *************, ****** & **********************;  
      *************************; 
      ***********, Suite 900  
      **********************; 

      RE: ******* ******/BBB Complaint #********

      Dear Ms. *****, 

      We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

      The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address their concerns. After reviewing the customers order, Mr. ****** was provided a gesture of good will to the order and the local store processed the transaction successfully. The customer will see the billing statement reflected of these changes within 3-5 business days. Shall they have any other questions, we advise him to contact his case agent directly. No further action is needed.

      Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns. 

      Sincerely,

      Sha-***** *.
      The Home Depot ************** Executive Escalations Team 
      Case: 37346601 ELT Case #********

      Customer response

      11/17/2024

       
      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,

      ******* ******
    • Complaint Type:
      Customer Service Issues
      Status:
      Resolved
      I got a gift card from my mom and tried to redeem it, but they said it was already redeemed. The gift card number and pin were not scratched off. The sales person scratched it off. They called the manager, ******, to help resolve the issue, however, ****** said the card was already redeemed. But the number and pin were not scratched off. Their sales associate scratched them off. ****** said it's not their fault and to call customer **********************. ****** was not helpful and didn't want to deal with it. Although the customer ********************** person was trying to help, ****** said it wasn't on them to solve it, it was my fault and to call customer **********************. I called customer ********************** to fix this and they said we needed a receipt, which the person that gave it to me didn't have any more so they are now out $100 for the birthday gift to me. I will not be back to this Home Depot. Especially if ****** is running this location.

      Business response

      11/15/2024

      November 15, 2024

      Attn: ***************************************************** Specialist  
      Better Business Bureau  
      Serving *************, ****** & **********************;  
      *************************; 
      ****************** 900  
      **********************; 

      RE: ********** ****/BBB Complaint #********

      Dear Ms. *****, 

      We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

       The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot executive escalations reached out to the customer to address their concerns. After careful review, we were able to investigate the issue outlined in Mr. **** complaint and replace his gift card sending it via email. No further action is needed.

      Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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,  

      Sha-***** *.
      The Home Depot ************** Executive Escalations Team 
      Case: 37342697

      Customer response

      11/15/2024

       
      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,

      ********** ****
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I was sold product and they told me it was a "stocking issue" its been a week and I still don't have my money nor the product.

      Business response

      11/11/2024

      November 11, 2024 

      Sent Via Email

      Attn: Ms. ****** *****
      Customer Experience Specialist
      **********************
      Serving *************, ****** & *****************
      ********************************************
      *****************

      RE: ****** ******/BBB case ********


      Dear Ms. **************** 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 his appliances purchase with our company. 

      The Home Depot has reviewed this case and offers the following resolution. I partnered with our Online Executive Escalations Specialist **** ****** who confirmed confirmed he reached out to customer via phone today and explained why the order was cancelled. He also advised customer stated someone told him the order could be shipped without the dishwasher. 

      **** also advised customer's order was cancelled and refunded the same day it was placed due to pricing error. The price listed was showing $342.93 due to a system error. but should have been priced $1,996. 

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

      Mrs. ***** ******
      The Home Depot - Store Support Center
      Executive Escalations, Customer Solutions Team
      Phone: ************************
      Fax: ************
      SF case number 37338548

    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      I bought a Inkserator Garbage disposal form HD approx 2 weeks ago and installed it at home last week and found that there was so much of noise when it was running. I contacted the manufacturer and they asked me to do some troubleshooting which I did but they were not able to fix it and told me to return it as it is to the nearest HD store.I took it back to HD, Manteca today and the lady at the counter refused to return it even though it is just 2 weeks ago since i bought it and it is within the return window. She talked to her manager after I insisted but her manager ****** did not even came to meet me and talk to me and refused to meet me over the phone and told her that we simply cannot return and the lady told me it has to be returned to the manufacturer and not HD. I told her that I bought from HD and even had a valid receipt but she did not adhere to it. Also she checked the product in and out and told me that the product doesnt looks like 2 weeks old and looked at me as i am doing some kind of fraud. I even told her to match the S/N of the product and she inspected the product in and out but still did not allow to be returned.I kept on waiting for her manage ****** but she never showed up as meeting customer and talking to customer is not so important for her and HD and they aren't interested to resolve the issue.Whats going on here ?

      Business response

      11/11/2024

      November 11,2024

      Attn: ****** *****  
      Customer Experience Specialist
      **********************
      Serving ************** ****** & **********************;
      *****************************************************************************************
      *****************

      RE: ******** ********/ BBB Complaint # ********
      Dear Mrs. ******

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

       The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depot has connected with the customer regarding their concerns and has assisted the customer with processing his return.

      The Home Depot does consider this matter closed.

      Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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
      P: ********************
      F: ************
      Case: ********

      Customer response

      11/11/2024

       
      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,

      ******** *******
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Resolved
      I am extremely disappointed in the lack of assistance i have received from home depot. I contacted home depot about 6 times today, alone. I wanted to make a purchase and was looking for a coupon. I was told the only was to sign up for marketing emails, so I did that. I got a couple for a home decor. What about the coupons for an entire purchase? Background i am wanting to purchase a dishwasher. I let the agent know i signed up for email and still didn't get a coupon and now they are unresponsive. Is it this difficult to get assistance, help and a coupon?

      Business response

      11/11/2024

      November 11,2024

      Attn: ****** *****  
      Customer Experience Specialist
      **********************
      Serving ************** ****** & **********************;
      *****************************************************************************************
      *****************

      RE: ****** *****/ BBB Complaint # ********
      Dear Mrs. ******

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

       The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depot has connected with the customer regarding their concerns and has assisted the customer looking into the coupons mentioned in her complaint details. The team has offered an resolution for the customers concerns.

      ********************** does consider this matter closed.

      Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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
      P: ********************
      F: ************
      Case: ********

      Customer response

      11/13/2024

       
      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,

      ****** *****
    • Complaint Type:
      Delivery Issues
      Status:
      Resolved
      Order #: WG74468274 Order Date: Nov 6, 2024 I placed an order for a christmas tree. They claim they delivered at 9:30 in the night. I live in an apartment building to get to my door you have to come through security. The picture of the delivery is not my door. I never received the package. There is no record of any package with the security gate. I called and spoke to a customer ********************** manager by the name of **** who says I need to dispute with my bank. Ive never had this problem before and I don't know anything about following up with this process. I called *** they say I need to contact he shipper. Its a run around. I would prefer to go to a Home Depot and get the tree this time around in person. I want a refund of this order back to my original form of payment. Any questions you can please contact me on my cell phone #************. Thank you.

      Business response

      11/18/2024

      November 18, 2024

      Attn: Ms. ****** ******
      Customer Experience Specialist
      **********************
      Serving *************, ****** & *****************
      ********************************************
      *****************

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

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

      We acknowledge the receipt of the *************** Consumer # ********

      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 carefully reviewed and investigated this matter and offers the following in response to your concerns. We have made three separate attempts to contact the customer to address this issue; however, we were unable to reach them. As a result, we have closed this case.

      Please know that it is The Home Depot's goal to satisfy all of our customers with the products and ******************** 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# ********

      Customer response

      11/18/2024

       
      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,

      ****** *******
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      I called Home Depot customer ********************** on Nov 9 after 830am to get info on order a dryer. I first spoke to a male who was do non chalent & didnt help. I told him I received a code from Unidays for 10% off coupon BTS2R5NDN659WR7U he didnt help. So I asked for a supervisor & spoke to ***** again was no help & told me they dont have those codes. I contacted Unidays who verified the code worked. I even have an email showing the code. I was on the phone over 30 minutes & got nothing resolved. I placed this order for a dryer costing $553.96 & they wouldnt even try to honor the 10% off saving me $55. Ive order thousands of dollars yearly in store and online purchases at Home Depot. Im about to go return this & sidnd money at ***** where they do excellent customer **********************. I want to speak to Corperate office over the call center.

      Business response

      11/14/2024


      November 14, 2024


      Sent Via Email
      Attn: Ms. ****** *****
      Customer Experience Specialist
      **********************
      Serving *************, ****** & *****************
      ********************************************
      *****************

      RE: ***** ***/ BBB Case #: 22535176


      Dear Ms. **************** acknowledge the receipt of the BBB Case #: 22535176.

      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 carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Executive Online Escalation Team. At the conclusion of the review, the customer was advised that her coupon was not valid for the order that was placed. We offered a gift card to the customer as a courtesy. The customer confirmed the gift card has been received.

      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 ******************** 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
      Resolution Expediter- Executive Escalations
      SF Case #: ********

      Customer response

      11/14/2024

       
      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,

      ***** ***
    • Complaint Type:
      Product Issues
      Status:
      Answered
      I placed an online order for in store pick up and paid with Home Depot Gift Card on 10/28/2024. An item in the order was cancelled due to out of stock. I went to the pick up store twice to get refund. They kept telling me that they have to call Home Depot online to change the status of the order so they can refund me. I chatted with home depot online customer ********************** on **/7 and was told the refund is still not processed, and is still being investigated by the home depot security team. I don't understand why it took so long for such a refund.

      Business response

      11/11/2024


      November 11,2024

      Attn:****** *****
      Customer Experience Specialist
      **********************
      Serving *************, ****** & **********************;           
      ***********, Suite 900 311
      ****************

      RE: Haibin Su/BBB Complaint # ********

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

      The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, customer will be receiving a gift card in the amount owed back to them.

      Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** 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,

      ******* *.
      Executive Escalations Representative
      Office:***********************
      Reference Number: ********
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      I placed an order with Home Depot Order# WG73459421 for several items but had issue with one-a 10-pack Gliderite 2in. Matte Black Solid T-Bar Cabinet Handle Drawer K**** for a project I am having done following week. On October 25th I received an order from Home Depot, but only had a single k*** delivered and I called them right away. I was informed they could not send my additional k**** until I returned the one, they delivered (this is after I sent them picture proving what they sent). They also said when they receive it they can refund my $13.55 plus tax at that time, and I can place a new order and was guaranteed I would have by October 29, 2024, since I needed it by 10/30. That is what I did. I tracked package returned to Home Depot and it showed it was returned to their dock on 10/30/2024 at 11:59AM. I contacted Home Depot again on 11/1/2024 (chatted with ****) and was told they have not logged yet they received it--I said OK I will check back in a few days. I contacted them again today 11/7/2024 (the *** did not provide name) and I was told it looks like it is still being shipped, when I printed the confirmation from *** that it was delivered over a week ago. I want my credit for $13.55 + 1.02 tax = $14.57 total for my items never received. They also did not send my second order of same product which I called and was able to cancel that because they never sent that out. I am done with Home Depot at this point and their business practice is not customer focus or satisfaction. All they had to do is send me the additional 9 k**** and this would have been resolved. Now I want entire refund and should get something for my troubles as well.

      Business response

      11/11/2024

      November 11, 2024


      Sent Via Email
      Attn: Ms. ****** *****
      Customer Experience Specialist
      **********************
      Serving *************, ****** & *****************
      ********************************************
      *****************

      RE: ****** *******/ BBB Case #: 22527867


      Dear Ms. **************** acknowledge the receipt of the BBB Case #: 22527867.

      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 carefully reviewed and investigated this matter and offers the following in response to your concerns. We have partnered with the Executive Online Escalation Team.  At the conclusion of the review, we checked return tracking and confirmed the item was delivered to the warehouse on October 30, 2024. The return was completed and advised the customer of the pending $14.56 refund. 

      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 ******************** 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
      Resolution Expediter- Executive Escalations
      SF Case #: ********

      Customer response

      11/11/2024

       
      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,

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

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