Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12,134 total complaints in the last 3 years.
- 3,475 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/02/2025
Type: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.
item advertised for ***** price bumps up to ***** in cart chatted w agent who refused to adjust/fix pricing
Business Response
Date: 08/04/2025
August 4th, 2025
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 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 Customer Solutions Team has issued the Customer a gift card for the pricing difference. The Customer has agreed to the resolution.
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 Answer
Date: 08/04/2025
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
Date:08/02/2025
Type: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.
Ive been trying to purchase a 12-foot skeleton for three years. Home Depot isnt supposed to begin selling them online until August 4. My local stores have them in stock but refuse to sell them to me, saying theyre not allowed to yet. However, several other Home Depot locationsboth in my state and in other stateshave already sold them, despite the official release date. Ive called and verified this with each store myself. How is that fair?Business Response
Date: 08/03/2025
August 3rd 2025
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 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 **************** has confirmed the Customer will be contacted to discuss arrangements to hold the dcor item for his purchase.
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 Answer
Date: 08/03/2025
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
Date:08/02/2025
Type: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.
I purchased an air conditioner on July 12, 2025 at ***************** Depot. The air conditioner did not fit in my window and decided to take it back for an exchange. Home Depot refused to let me exchange or offer a store credit. I contacted Home Depot corporate office and they confirmed that I could not exchange the air conditioner. However, there is no sign posted in the store reminding customers that you cannot return it after 7 days. My receipt says 7 days but it also says 90 days. The resolution that I would like is for Home Depot to accept the air conditioner and offer a store credit. Also, post in front of the air conditioners that customers have 7 days to return or exchange. I havent opened the box and my contractor told me it was too small for my window.Business Response
Date: 08/04/2025
August 4th, 2025
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 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 **************** team has advised the Customer to visit the Store to have her appliance returned for Store credit.
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 Answer
Date: 08/04/2025
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
Date:08/01/2025
Type: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.
I have been trying to return my faulty air conditioning unit, but Home Depot has made it exceedingly difficult to do so. The name of the model is DC5645 ******* 6K BTU PORTABLE AIR CONDITIONER, and the amount I am requesting is $351.70. Two were purchased at the same time, but we are only requesting a refund from one of them. I have since contacted *******, and they approved my claim. It was purchased by one of my landlords (**** **********), but he has since passed away, so we do not have the original form of payment. I have since contacted Home Depot in *********, **********, directly, and they told me to bring in my defective unit and the form I included in this email. When I arrived, they told me someone had given me the wrong information and told me to call the "online service". The following week, I called them on 7/7, where the operator told me she would "follow up" with me when it was not done so. I called again on 7/24 and spoke to the Home Depot ***resentative, *******, and he refused to even speak to me because apparently the information I provided to the last *** was insufficient. This has been a significant waste of my time and resources. I have done everything correctly, yet Home Depot has refused to accept the faulty unit. Home Depot is not upholding its commitment to its customers and has behaved dishonorably by not honoring its agreements. I have since reached out to Home Depot a total of 3 times, in addition to last Thursday, 7/24. They promised to get back to me within 24 hours, but that time has long since passed. I am demanding that they refund me $351.70 and honor their agreements.Business Response
Date: 08/03/2025
August 3rd 2025
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 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 Customer Solutions Team has issued the Customer a gift card as a replacement refund. The Customer has agreed to the resolution.
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 Answer
Date: 08/03/2025
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
Date:08/01/2025
Type: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.
I purchased a $424.94 portable A/C from Home Depot on July 14, 2025, and attempted to return it on July 23, 2025 just 9 days later. I was denied due to a recently implemented 7-day return policy (instated on June 16, 2025) that was never disclosed at the time of purchase.I acted in good faith, believing Home Depots standard return policy of 30 days still applied. There were no signs near the product, in the aisle, or at self-checkout. The self-checkout screen did not display any return policy notice. The only mention of the 7-day policy was printed on the receipt after the transaction, and posted only at the returns desk, where it was too late to see.The product is in new condition, and I made the return attempt promptly and honestly. I escalated to the ** Cares team, who acknowledged the situation but denied the refund. I followed up with them again on July 27, 2025 and have received no response as of August 1, 2025.I am requesting a refund or store credit based on the lack of disclosure, misleading placement of policy signage, the recent change to the return terms, and the reasonable assumption that the standard 30-day policy was still in effect.Business Response
Date: 08/02/2025
August 2nd, 2025
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 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 **************** has confirmed the Customer will receive an refund from the Store. The Customer has agreed to visit the Store for her resolution.
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 Answer
Date: 08/02/2025
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 want to thank ******* sincerely for her efforts to resolve this matter expediently. She is a very warm and pleasant person to deal with and kindly refunded me in the form of a gift card for the full refund amount.
Sincerely,
***** *******Initial Complaint
Date:08/01/2025
Type: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.
ome Depot states that they will price match. I ordered a chicken coop from their website, received a 10% military discount and paid $1874.26. While I was researching how to put the coop together online, I came across the website that sold the exact chicken coop to home depot to sell to customers. Their price was $1634.40. That is a difference of $240.16. I called Home Depot customer ********************** and told them about this and requested a price match and the difference to be refunded to my account. Home ********************** says they cannot do that because of the vendor. That seems unfair since Home Depot says they will price match, I showed them the exact item I purchased from them for $240.16 less and they are refusing the match the difference.Business Response
Date: 08/02/2025
August 2nd, 2025
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 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 Customer Solutions Team confirmed the Customer was issued a markdown towards her order. The Customer's Home ********************** credit card will be refunded.
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 Answer
Date: 08/02/2025
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
Date:07/31/2025
Type: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.
I purchased the ***** 3000 PSI 1.1 *********************** Pressure Washer on Thursday July 24th online. Home Depots website offered same day delivery if ordered within a hour and forty five minutes. I made the purchase however the item was not delivered the same day.The next day I called and explained this to a representative and was assured a credit for the inconvenience and that the item would be delivered on Saturday July ******* approximately 6:20pm I received an email that the item was delivered however nothing was at my front door. I called customer ********************** numerous times because the item had been delivered there was no active order.I finally spoke with a representative and was asked to check the delivery image. I explained that the image was not of my home. The representative asked me to hold for 15mins I waited and upon their return I was advised to dispute the charges with my bank or file a claim with **** I found this extremely inconvenient and asked for a refund. I was placed on another 15min hold and there after the presentation shared that they would open an investigation. Today I received the attached email in which was very disappointing, I placed my order and paid for this item to be delivered the same day. Not only did the item not arrive the same day, it never arrived and now Im responsible for trying to recover the cost.Business Response
Date: 08/01/2025
August 1, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
****************************************************************************************
*****************
RE: ****** *****/ BBB Complaint # ********
Dear Kaylee,
I hope this message finds you well. We acknowledge receipt of BBB Complaint # ******** regarding order WJ88754235 for a RYOBI 3000 PSI 1.1 *********************** Pressure Washer Model# RY143011INT# ********* highlighted in customers complaint.
*********************** Online Executive Escalations Team has thoroughly reviewed the order and spoke to the customer. We verified the customers address, and the picture of the house the vendor identified as the customers address, did not match. We called the customer and apologized, and refunded the order. We also provided a gift card for the inconvenience. Our agent also sent coaching to all the associates supervisors who had deny the charges, on the proper procedure, so they would know how to properly address a missed shipment in the future.
With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.
Please be assured that The Home Depot is committed to satisfying all of our customers with the products and ******************** we offer. We value our customers' patronage and look forward to serving their future home improvement needs. Should you have any questions, please do not hesitate to contact me.
Best regards,
*** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor - Executive Escalations
P: *********************
F: ************
SF#: 39049513Customer Answer
Date: 08/03/2025
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
Date:07/31/2025
Type: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.
I am filing a complaint regarding a Home Depot online order that was lost in transit via ***.1.Home Depot customer ********************** contacted *** on my behalf on July 31, 2025, and confirmed that it was necessary to file a claim with *** regarding a lost package.2.Home Depot customer ********************** refused to issue me a refund or a replacement for this order.3.Home Depot customer ********************** told me that I need to file the claim with *** regarding the lost ********** position is that I should be issued a refund or replacement, and that it is up to Home Depot to follow through with *** and submit any necessary claims. At this point, I do not want a replacement; I want a refund to my credit card.Order Details:Home Depot Order Number: WJ88845069 Order Total: $188.51 Date Home Depot Shipped Order: July 25, 2025 *** Tracking Number: 1ZR129410323268605Business Response
Date: 08/04/2025
August 4, 2025
Attn: ***************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: ****** ****** / BBB CASE # ********
Dear Mrs. **************************** acknowledge receipt of your BBB notice dated July 31, 2025, 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 Executive Escalations Team were able to process a refund for the order and sent the refund receipt to the customer via email - encouraging her to reach out if they need further assistance with this in the future.
With that being said, we consider this matter is closed, in our office.
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,
***** J Duper
Executive Escalations
Phone: ***********************
Fax: ************
SF #********Customer Answer
Date: 08/05/2025
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
Date:07/29/2025
Type: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.
I ordered some asphalt repair and never received it feel like everyone else on here ticket was opened called today and the man on the phone said the item was never sent out. Refund my $32.09 lying isnt the way to go about things.Business Response
Date: 08/02/2025
August 2nd, 2025
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 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 Customer Solutions Team has confirmed the Customer's refund has been issued. In addition, the Customer has been provided a Gift card for Customer Satisfaction. The Customer has accepted the resolution.
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 Answer
Date: 08/02/2025
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
Date:07/29/2025
Type: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.
I have reached out multiple times phone, text and email and got nothing but the runaround. Fake case numbers and the like. Ive been told its, investigated its escalated its delivered ***** is investigating this is absolutely insane! My package was not delivered to me! All of this chaos for a little over ******?!Business Response
Date: 08/04/2025
August 4, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
****************************************************************************************
*****************
RE: ********* *******/ BBB Complaint # ********
Dear Kaylee,
I hope this message finds you well. We acknowledge receipt of BBB Complaint # ******** regarding an online order not received.
The Home Depots Online Executive Escalations Team has thoroughly reviewed the order and reached out to customer. The customer responded via email that they had been taken care of.
With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.
Please be assured that The Home Depot is committed to satisfying all of our customers with the products and ******************** we offer. We value our customers' patronage and look forward to serving their future home improvement needs. Should you have any questions, please do not hesitate to contact me.
Best regards,
*** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor - Executive Escalations
P: *********************
F: ************
SF#: 39034793Customer Answer
Date: 08/04/2025
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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