ComplaintsforThe Home Depot

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Initial Complaint
10/26/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Following Home Depot's price match policy, I found multiple competitors with lower price on a snow blower. When I started an online chat to request price match and about how to use Home Depot credit card on it, the agent told me to first check with the credit card department. When I called the number provided, the voice instructions just guided me to open a new Home Depot credit card account. After getting this new credit card, I started another online chat to request price match. This time, the other agent said the competitor had shipping charge while Home Depot provided free shipping so he wouldn't match. I told him the competitor had free pick-up option, and I could place a Home Depot price match order and pick it up as well. This time, the agent made up another excuse that Home Depot's price match policy did not allow pickup. This was nonsense because the official Home Depot price match policy page never says this constraint on pickup. The ending was, i got mis-guided by Home Depot agent to open a Home Depot credit card, then they found an excuse to reject price match on an eligible competitor.I would like to request Home Depot to honor price match on the item and apologize for the misguidance from their representatives
Customer response
10/30/2024
Hi,
Thanks for helping escalate the complaint to Home Depot. Their representative has contacted me the second day and resolved the issue. I think this case can now be marked as resolved.

Regards
Yongqian
Initial Complaint
10/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,I purchased 6 home decorator collection outdoor driveway lights less than 3 months ago. They have stopped working I would like a replacement of the item.
Business response
10/29/2024
October 29th, 2024

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

RE: ******* Toweh /?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 while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.

The Home Depot Executive Escalations has provided the Customer a E gift card for $40.00. The Customer agreed.

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 ******************** 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,
******** Robinson
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case#********
Customer response
10/30/2024

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,

******* *****
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was discriminated against on my last visit to Home Depot. I was with my mom who needed someone wood to be cut. The other male employee stood behind me like he was going to jump me. While they were harassing my mom. I was being harassed and discriminated also at the same time. On a few occasions. I shopped for 20 years at the Home Depot in ****** city when I would go with my mom. It had to do with my race. I nor my mom have never caused any type of trouble at the store. This male employee had no right to be standing behind me. Trying to keep me in line. The two male employees were acting like thugs. But my mom got blamed for the incident by ******* *******. I wanted to share my experience and how I was being treated. I never caused any trouble at Home Depot. These employee had no right to try and crowed me in acting like I was going to do something to them. Which I wasnt I was witnessing how they were treated my mother and I had at the same time. This issue still isnt resolved. I also made petition at ********** against the phenix city Home Depot at their shady unethical business practices and ******* *******.
Business response
10/26/2024
October 26, 2024

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

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 customers may have experienced while shopping with our company. As previously stated, The Home Depot has thoroughly examined and investigated this issue. As a result, we have concluded that the customer was banned from his local Home ********************** store due to his inappropriate communication with the store leaders and associates.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that The Home Depots goal is to satisfy all our customers with our products and ********************.

Sincerely,
***** *****
The Home Depot Executive Escalations Team
P: ***********************
SF# ********
Customer response
10/26/2024

Complaint: 22466422

I am rejecting this response because: there was no inappropriate communication between ******* ******* and my mom. I was a witness to the conversation and I was with my mom my last day at the store. I was harassed as well. I have made a petition on ********** about how unfair ******* ******* is and what a tyrant her and Home Depot in ****** city is. ***** is being unfair and being a down right criminal by not listening to our side of the store. I will further continue to expose the Home Depot bad unethical shady businesses practices. We have experienced while we shopped at the Home Depot.
***** needs to stop repeating herself about saying she is sorry for the inconvenience. ***** refuses to provide any proof or evidence. Of the so call inappropriate communication. When my mom confronted ******* that she wasnt going to get a contractor to cut just 6 inches. This is psycho behavior on ******* part. My mother did not say anything inappropriate to ******* or the employees at the *********** Home Depot. I will get to the bottom of this corruption that ******* ******* is behind.

Sincerely,

******* *****
Business response
10/26/2024
October 26, 2024

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

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 customers may have experienced while shopping with our company. Our decisions are final and will not be reconsidered.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.
Please know that The Home Depots goal is to satisfy all our customers with our products and ********************.

Sincerely,
***** *****
The Home Depot Executive Escalations Team
P: ***********************
SF# ********
Customer response
10/26/2024

Complaint: 22466422

I am rejecting this response because: this is a huge injustice. I will do everything I can to expose their lies and wrong doings. I know my mom didnt do anything wrong. This is customer discrimination and being falsely accused. I hate when people who has given us a hard time has to do something dirty like this to get rid of us. ***** needs to stop apologizing for the inconvenience we experience. I will do everything in my power. To make sure all these people never work around customers again. If that is how they feel about customers. They dont deserve to prosper.

Sincerely,

******* *****
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/18/2024, I purchased a large toolbox online at Home Depot's website. I selected the home delivery option and was given 10/25/24 as the estimated delivery date. I was updated the morning of 10/23/24 that my package was arriving that day. Knowing it was an expensive purchase, I made sure to be home that day to receive my package. At 6:55am, I received an email saying my package was delivered with a photo taken by the delivery carrier. The home in the photo was not my house! I searched the neighborhood for my package and could not locate the home in the photo, or my package. At this time, I contacted Home Depot customer ********************** through the chat and dealt with a very unhelpful representative who told me to search my neighborhood harder for the package. She also said that since Home Depot's carrier said he delivered it to the right address, there was nothing they could do. I find it hard to believe that the carrier could drop it off at any home he wants to and as long as they SAY its at the right house, that's all that matters. At this time, I am out over $700 and have no product to show for it. P.S. When my husband got home later in the day, he went out searching for the home shown in the photo and found it!!! The address is HALF A MILE away from our home, in a completely different neighborhood! And of course, my package was no longer outside. He tried contacting the home owners but was unsuccessful. I think its crazy that Home Depot can deliver my package half a mile away from my residence and tell me to go track down my package, then say "there is nothing they can do" because their driver said it was delivered correctly.Extremely disappointed in the customer ********************** and how this incident has been handled.
Business response
10/30/2024

October 30, 2024

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

RE: ****** *****/ BBB CASE # ********

Dear Mrs. ************

We acknowledge the receipt of your BBB notice dated October 24, 2024, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Online Resolutions Team contacted customer, and as a result, due to item going to wrong address, the customer was refunded and provided an electronic gift card for the inconvenience.

With that being said, we consider this matter closed,in our office.

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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,

***** J Duper
Executive Escalations
Phone:***********************
Fax:************
SF # ********
Customer response
10/30/2024

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,

B. ******
Initial Complaint
10/22/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order Number: WJ66877009 Order Date: October 15, 2024 Placed order on 10/15/24 items were delayed. After packaged arrived. On 10/22/24 I notice one of three items orders was missing. Called customer *********************** to report missing items in the order i received. I was advised to wait to see if it still arrived. I contact Home Depot again later that night to report missing items . Was advised. Nothing Home Depot can do . I was advised to file a dispute with my credit card company. Item missing was Order Number: WJ66877009 Order Date: October 15, 2024. Cost $31.94
Business response
10/23/2024
October 23, 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 her washer and dryer 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 reached out to customer today. Customer advised he did not get one item on his order. ***** discussed our policy and agreed to offer a gift card to replace the item. Customer accepted the gift card and we confirmed he received it. Customer is satisfied with the outcome.

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 ********
Customer response
10/23/2024

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. Thank you for the quick and professional resolution.

Sincerely,

**** *******
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased two husky lights. Plug in for my shop. Lights did not work. Instructions say call number don't take back to store. Call number numerous times. Number no good. ***** is owned by home Depot. Called home Depot customer ********************** they told me to call the number in the book again. Nasty runaround. Please help me get my husky lights replaced. Thank you
Business response
10/23/2024
October 23, 2024

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

RE: **** **** / BBB CASE#: 22461383

Dear Ms. **************** acknowledge the receipt of the BBB CASE#: 22461383

On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have refunded Ms. **** in the form of an electronic Home Depot gift card for the cost of the two purchased Husky 2000-Lumen Portable LED Work Lights to include the cost of taxes and fees.

With that said, we have addressed the customers concern and consider this matter resolved.

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,
******** *.
Executive Escalations
Phone: ************************
Case: 37217110
Initial Complaint
10/22/2024
Complaint Type:
Delivery Issues
Status:
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.
We went to the ******* OK Home Depot store on October 9, 2024 and ordered pedestals for our existing ******* washer and dryer. I showed the sales person pictures of the machines and model numbers, there should have been no doubt that these were existing machines and not new machines. We were assured that installation was included in the Order #:H3906-220509. Each pedestal costs $259 (total $518) we were billed $547 or $29 more than the cost of the pedestals, our assumption being that this was for the installation. The delivery date was scheduled for October 16, 2024.We called customer **********************, major appliances and were given an installation date of October 17, 2024. The pedestals arrived early and customer ********************** called and rescheduled installation for October 16, 2024. The contact installers NXT, arrived, opened one box and then saw the machines were in operation and not new. They informed us that that they could not assume the liability for installing the pedestals on working machines and that we needed to call our local Home Depot to arrange for the installation. We called ***** ***** at the ****** store, left a message and never received a call back-hows that for customer **********************?. We did receive an email from Pro Referral with suggested local handymen who, for a price would do the installation.We made arrangements with one of the referred handyman for $160 to complete the installation. This plus the extra $29 change on the invoice meant additional out of pocket expense totaling $189. We were lied to at the time of the sale and told repeatedly that installation was included in the price. We own a significant number of Home Depot shares and find this lying a terrible example of poor customer **********************. We are asking for reimbursement of the $160 installation fee and recognition from Home Depot that this lying will be addressed at the ****** store.
Business response
10/23/2024
October 23, 2024

Attn: ****** ****** Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving ************** ****** & **********************;
*************************;
************ Suite 900
**********************;

RE: **** ********** BBB/Case #********
Dear Ms. ******

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

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

The Home Depot has carefully reviewed all information pertaining to the matter. Our Online Executive Escalation team has reached out to the customer and expressed our apologies for any inconvenience caused. As a one-time customer ********************** gesture, we have agreed to honor the customer's request by providing a Home ********************** gift card, which the customer accepted via email. Should the customer require additional assistance, please advise them to contact ****** at **************************.

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,

****** *.
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********
Initial Complaint
10/21/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered a meter box off of home ************************** The customer care gave me multiple excuses that the item was delayed with the supplier (*******) I contacted ******* and they said the item was discontinued in JULY. Home Depot has the item as available still on thier website. I contacted the resolution department and asked them to send out a box which they blatantly refused. The Home Depot is a ************* and should be shut down
Business response
10/28/2024
October 28, 2024
Sent Via Email
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** &*****************
****************************************************************************************
*****************

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

Dear Ms. **************** acknowledge the receipt of the Better Business Bureau Complaint # ********

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

Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Home Depots Online Escalations called and spoke with on ******** October *******, regarding order # WG72602767. After reviewing the status of shipment, the *** is 10/25/2024, and this information was provided to the customer. On 10/27/2024, we accessed the order to review status of delivery, ***** tracking confirms unit was delivered 10/25/2024; we attempted to call the customer, but we reached their voicemail, we left a message and followed up with an email encouraging the customer to contact us if they have any questions of concerns.

If any further assistance is needed,please contact ******* at *************************
With that said, we have addressed the customers concerns and consider this matter resolved

Please know it is The Home Depots goal to satisfy all our customers with the products and ******************** we ****************************** 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,
Koier A.
Executive Escalations
Phone: ************************
Reference: 37207797
Customer response
10/28/2024

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.
I was contacted by ******* and he agreed to send another product, in this case an electric meter box to me at no cost to myself as a courtesy for the hassle. They acknowledge that the original product was discontinued back in July of 2024 by the manufacturer and hopefully will remove the discontinued product from thier website.
this Matter has been resolved by the Home Depot and no further action is necessary on my part.

Sincerely,

******** ******
Initial Complaint
10/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On Wednesday, October 9th, 2024 I purchased an electric cooktop at the Home Depot located in ********, **. This cooktop was going to be delivered on Tuesday, October 15 , 2024 to my apartment complex building. The person who took care of my order informed me that to have the cooktop delivered I needed to find out if if the building requires to complete the Certificate of Insurance (COI). After asking the management of my building about the *** they indicated it was required so I proceeded to email a copy of the *** and also changed the day scheduled from Tuesday, October 15, 2024 to Friday, October 18, 2024 to give time to Home Depot to have the *** ready for the delivery. On Thursday, October 17, 2024 I called HD and asked for the *** as the delivery of the cooktop was approaching and it was not sent to either my email or the email of the Management of the building. Home Depot costumer services informed me that the *** was sent twice to Management so I asked them to also send a copy to me to show it to them. Needless to say, the delivery scheduled for Friday, October 18, 2024 had to be rescheduled as the *** was not sent. The delivery was rescheduled to Tuesday, October 22, 2024 and, as of now , I have not received a copy of the **** I need to get a copy of the *** and they claimed that the copy was sent twice to Management so I am requesting to also get a copy to show to Management so my delivery is not "in limbo" . I would like to have a copy of the *** no later than tomorrow Monday, October 21, 2024 and my cooktop delivered as scheduled with the *** completed and sent to both emails; my email, and Management's email.
Business response
10/21/2024
October 21, 2024

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

RE: ***** *********/ BBB Case #: 22447301

Dear Ms. **************** acknowledge the receipt of the BBB Case #: 22447301.

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 advised the *** was received by the building management.

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 #: ********
Initial Complaint
10/19/2024
Complaint Type:
Product Issues
Status:
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.
Date of transaction :09/19/2024 ***** had lost my package, but homedepot was refuse file a lost claim for my package even on ********* had clearly state the package was still being delivery on with a date that is still in September, and now is Oct.....homedepot online service lied to me about going to the store. And the store sent me right back to ************************ to take care of a problem that the customer is unable to solve themselves. I am really disappointed with the online and in store service.
Business response
10/21/2024
October 21, 2024

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

RE: ******* ******* / BBB Case #: 22446107

Dear Ms. **************** acknowledge the receipt of the BBB Case #: 22446107.

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 Online Investigation Team. At the conclusion of the review the customer was advised to contact ***** and file a claim.

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 #: ********

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