Business Profile

Building Materials

The Home Depot

Headquarters

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

11,803 total complaints in the last 3 years.
3,500 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/13/2025
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.
On 6/9/23, I made a purchase at Home Depot in ************* with a gift card. The cashier used the gift card for the purchase and there seemed to be no issue. The card should've had $2.95 left. When I went to use it a few days later, I was informed that the there were no funds on the card. Upon looking at the receipt from 6/9, I saw that the cashier processed the transaction improperly and should have given me the $2.95, as they had taken the entire balance of the gift card instead of just the amount due. I have been in touch with managers and customer ********************** **** promising that I was going to receive this as a refund in check form from headquarters and it never happens. While I know it's only $2.95, it shouldn't have been taken from me. I ask that this be refunded immediately. I have attached the two purchases which were applied to the card, including the one from 6/9 which shows that the gift card was improperly credited to the purchase.
Business Response
Date: 10/14/2025
October 14, 2025
Attn: *********************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

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

Dear Mrs. ********************** 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 the complaint details. The Home Depot has reached out to the customer to assist with a replacement gift card for the processing error at the register.

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,

***** Beriau
The Home Depot Executive Escalations
P: *************** at extension 271051
F: ************
Case: 39464452

Customer Answer
Date: 10/14/2025

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:10/08/2025
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.
I purchased the grave robber ITEM ********** 6.5 foot decor on 10.4.2025. I put it together on 10.7.2025 and noted that it does not work appropriately. The head does not go back down. On 10.8.2025 I called the customer ********************** number listed on the instructions as it states to call this number for assistance before returning to the store. ***************) upon speaking with the gentleman that answered. He said that i had to purchased the part because " its sounds like the head is defective" on the *** website. I asked why i had to purchase a part for an item that was defective when i bought it. He said thats what home depot says to do. I could also email the website or do the chat. He also said it takes 7 to 10 business days to get a response or the part. that would put it very close to Halloween. He said he has no other solutions to offer. I googled the problem and it appears that this a very common problem with this Animated LED Grave Robber the Home depot sells. I then emailed the **** I got an auto response that " response time is longer than usual while we improve our support experience" Ticket number ********. Also had a link to buy replacement parts and to contact the place i purchased. So back to home depot. I did the home depot chat. The robot that answered at first connected me with a person. I explained the situation and stated that the part is ***** on the website after shipping ( only 1 shipping choice) and my store showed it had some but upon going there they didnt have any and the manager was busy. The online person via chat said because i bought it in store and not online they could not assist. I did provide them the receipt. they suggested that i drive around to various home depots to see who has one and exchange this one. I explained that it didnt make sense to do that when it appears this is a problem with this product. I have a copy of the chat. At the end of the day i still have a product that doesnt work and Im out the ***** to fix it.
Business Response
Date: 10/09/2025
October 9, 2025
Sent Via Email
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** &*****************
****************************************************************************************
*****************

RE: ******* ****** / # ********

Dear Ms. ************ acknowledge 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 Executive Escalations called and spoke with Ms. ****** today regarding her recent purchased. At this time, we offered her compensation, and she accepted the offer.

With that being 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: 39441047
Customer Answer
Date: 10/09/2025

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.
As long as the part that I ordered actually fixes the issue. If not I will reach out directly to the person that called today. Thank you

Sincerely,

******* ******
Initial Complaint
Date:10/08/2025
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 purchased a ** refrigerator on 12/29/2019. We purchased the Home Depot Protection Plan for 5 year coverage. We were told if no claims then we would be refunded 30 percent. We never made a claim. I called today to see how to get my 30 percent since we never had a claim and have not received our refund. I was told the refund had to be requested within 60 days of the expiration which would have been Jan 2025. We were never told that. I also have my original paperwork and it does not say that. Home Depot should be very clear in the process and not deceptive in sales of this coverage. My return would be less than 60 dollars but I feel we should get this refund since we were never informed of. Time Limit. We were never even told we had to initiate the 30 percent no claim reward.
Business Response
Date: 10/09/2025
October 9, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving ************** ****** ***** **********************;
*****************************************************************************************
*****************

RE: Phil ***** *** *******/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 reviewed the complaint details. The Home Depot has reached out to the correct business partners for addressing the concerns expressed. The team will reach out to the customer to assist with an adequate resolution.

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: *************** at extension 271051
F: ************
Case: ********
Customer Answer
Date: 10/09/2025

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,

Phil & *** *******
Initial Complaint
Date:10/08/2025
Type:Product 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.
In August 2025 I was in ************* and I bought a cooktop for my kitchen at Home Depot (Order #: WG96677490, Order Date: Aug 18, 2025)The item arrived damaged and I arranged for the it to be picked up and returned to Home Depot by FedEx.The Item was picked up by ***** at the end of August 2025 and returned to Home ************************* is now the 8th of October 2025 and I have not received any refund for the returned item.I have called Home Depot more than five times to find out why no refund has been issued and each time I was told that the situation would be promptly resolved.I find my self at a loss and very discouraged at this point fighting alone against this powerful corporation.
Business Response
Date: 10/09/2025
October 9, 2025
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 reviewed the complaint details. The Home Depot has reached out to the customer regarding their appliance order. The team assisted with a refund of the order.

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: *************** at extension 271051
F: ************
Case: ********
Customer Answer
Date: 10/09/2025

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:10/07/2025
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.
I ordered the fire tv stick 4k max 16gb online and got the premium same day delivery. However, I didn't get the order the same day and got it the next day. And when the item arrived, it was the wrong item. I ended up getting the fire tv stick 8gb when I actually ordered the 4k fire tv stick max 16gb. I talked to live chat and they told me they would refund me but I never ended up getting the refund. And when I checked with them again they told me that they never actually refunded me. They wanted me to return it to a store that is over 3 hours away for something that is not even my fault. All I wanted them to do was to send the correct item out again but they won't do it. I also tried to contact the phone number on the printout attached to my order and they were not able to help me. And when I called the store nobody picked up the phone for 30 minutes. All I want is for them to send out the correct item because the fire tv stick max 4k 16gb I ordered is a limited time promotion and by the time I return the order, the promotion will be over. I still don't see why they are not able to reissue a replacement order as it shouldn't be this hard. It is not my fault they messed up my order so I don't see why I need to spend 3 hours on something that is not my fault. They won't even issue a prepaid shipping label so I can send it back. Honestly very disappointed with this experience. I also tried emailing support and did not receive a response.
Business Response
Date: 10/09/2025
October 9, 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 online order WN35544324.

The Home Depots Online Executive Escalations Team has conducted a thorough review of the order. The item was mis-shipped. Our agent offered the customer a gift card for the inconvenience. The customer accepted the gift card, and it was issued.

With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.

Please know that our goal is to ensure every customer is satisfied with the products and services we provide. We value our customers patronage and look forward to supporting their future home improvement needs.

If you have any questions or require further information, please dont hesitate to reach out.

Sincerely,
*** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor - Executive Escalations
P: *********************
F: ************
SF#: 39434183
Customer Answer
Date: 10/09/2025

Better Business Bureau:

While I am ultimately disappointed with the incorrect item I received and disappointed with the run-around I had with several different chat agents and phone call representatives with some that didn't answer the phone, I am willing to accept and settle for the gift card and reorder the item myself.

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:10/07/2025
Type:Billing 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.

Complaint: 23959910

I am rejecting this response because:
The representative on the phone said that promotional offer did not apply because I missed the timeframe. Now the business is lying and saying something else. Since this is a Lincoln-based business and I signed up through Home Depot website, then which Home Depot store is participating? Both Home Depot stores in ******* are within 30 miles of my address. And I do have a heat pump. Therefore, what is your reason for refusing to apply the promotion?

Sincerely,

******** ********
Business Response
Date: 10/02/2025
The client signed up for a $29 Tune-Up through Home Depot's HVAC Services website without reading the details section of the site. The details state:
Labor ************ $29 Tune-Up

Request Service

Offer valid 8/28/2025 through 10/15/2025. Service must be requested via in-store QR code, store Associate or in-store Service Provider representative during the offer dates. Offer valid only at participating The Home Depot stores while supplies last. The home must be within 30 miles of The Home Depot store. Tune-up price is for working central A/C or heat pump system only, priced per system, and all systems must be within the same home. Mini-splits, oil furnace, boilers and other system types may incur additional charges. Discounted tune-up service must occur before 12/22/2025, and appointments may be limited by Service Provider availability. Note that emergency (no-cool) repair appointments take priority over tune-up appointments, and availability may be delayed based on weather conditions and high repair volumes. Non-transferable, not valid for third-party, new construction or commercial customers, or with any other offers, discounts or on prior sales. Additional restrictions may apply.
Souce: ******************************************************************************************************************************
The ******* South store was not participating in the tune-up promotion and Home Depot policy states the promotion applies to a working central A/C OR heat pump system. Not both.
Luxury Comfort Solutions is a HVAC service provider for Home Depot. In no way, do we have control over the advertising of Home Depot's website. Our agent attempted to explain this to the client. Unfortunately, he didn't want to hear what she had to say.
Business Response
Date: 10/03/2025
The complaint you are filing is with ************************, a service provider of Home Depot. We receive service requests for the South ******* store only. Your service request was passed to us by Home Depot.
Your complaint should go to Home Depot based on how they advertise on their website. In the details section of the service you selected, it states "Offer valid only at participating The Home Depot stores". The South ******* store is not a participant of the $29 Tune-up. Thus, the reason.
Customer Answer
Date: 10/06/2025
As a customer of Home **********************, this is a scam conducted by both businesses. And I will advise customers to avoid both businesses.
Customer Answer
Date: 10/07/2025
In September 2025, I saw advertisement on Home Depot website for $29 for HVAC maintenance. Then, I clicked the online link with the promotion and scheduled the appointment later for end of September. However, on October 1st, I received a bill for $106.18. I called the billing department but the call agent explained that the promotion does not apply to me. Then, she refused to connect me with her manager. I am extremely disappointment with this false advertisement. I am also dissatisfied with the service because the maintenance worker refused to inspect my AC unit outside. For a similar price, other companies included that service in the past as well. However, I would have never signed up for this service if it were not for the false advertisement of $29 online promotion.
Business Response
Date: 10/10/2025
October 10, 2025

Attn: ****** *****
Customer Experience Specialist
**********************
****************************************************************************************
*****************

RE: ******** ********/ BBB Complaint #********
Dear Kaylee,

We acknowledge receipt of BBB claim #********. On behalf of The Home Depot and myself, I want to extend our sincerest apologies for the inconvenience our customer experienced with HVAC Maintenance order, H3204-208985.

The Home Depots Executive Escalations Team conducted a thorough review of this case and engaged all relevant parties. Our District Services Manager (DSM) reached out to our customer to advise the $29 Tune-up advertised online was not available for all markets but would honor the price for the customer. Our *** reached out to our ********************** provider to issue a refund for the difference in cost.

With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.

Please know that our goal is to ensure every customer is satisfied with the products and services we provide. We value our customers patronage and look forward to supporting their future home improvement needs.

Best regards,
***** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor- Executive Escalations
P: *********************
F: ************
SF#: 39434176
Customer Answer
Date: 10/13/2025

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:10/06/2025
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.
I had ordered total of 17 blinds in different dimensions. Order WJ94161910 72*64 inches - qty 5 36*64 inches - qty 6 32*48 inches - qty 4 40*48 inches - qty 2 As per the tracking it says, that the following were delivered on 10/05 but I never received it 72*64 inches - qty 5 36*64 inches - qty 6 Also, the ***** proof of delivery just shows the a photo with the items being left outside a garage without the unit number in that photo and that is not the photo of my garage. I need my full refund processed here
Business Response
Date: 10/07/2025

October 7, 2025

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

RE: ****** ********/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. Our online team have informed us that they have compensated the customer for having to now go in store to get the blinds they are needing since they have contractors coming out tomorrow. Customer was also refunded for the order that was not delivered 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: ********
Initial Complaint
Date:10/05/2025
Type:Delivery 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.
Ordered online delivery and the items were damaged twice after placing order twice. I waited for months long for item and did not receive any call from Homedepot for the poor customer ********************** and customer ********************** didnt do anything about this. Order number is CG95150436 and WJ88883850
Business Response
Date: 10/06/2025
October 6, 2025
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 reviewed the complaint details. The Home Depot has reached out to the customer regarding the issues they are experiencing with their order. A refund was processed for the customer and an adequate resolution was provided.

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: *************** at extension 271051
F: ************
Case: ********
Customer Answer
Date: 10/06/2025

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:10/03/2025
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.
On 10/03/2025, my husband ***** ****** and I ***** **** came to Home Depot is located on *********************************** to buy Washer and dryer. We parked our car at Handicap parking, and placed the handicap platecard on the mirror. After made purchase, we I went back to customer ********************** to ask what happened to my vehicle. The Home Depot customer ********************** gave me the towing company name ****************** ************** with phone number ************. I went to **************************. The customer in ************************ company customer ********************** told me that I need to pay $425 to get my vehicle back and told me I can make complaint to get reimbursement later. I asked the ****************** ************** that did he call the police came to the site to witness when he towed my vehicle. He said NO. I asked the customer ********************** of ************************, did they has third ****** to be his witness. They said No Since Home Depot to let the towing company towed my vehicle illegally. Then, I requested Home Depot to reimburse the towing fee $425 to me. I attached my husband handicap platecard and dmv documents and the receipt that I paid $425 to ****** &Son Towing. I would like Home Depot to reimburse me $425 for illegally to tow my vehicle
Business Response
Date: 10/06/2025
October 6, 2025
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 customers may have experienced with their recent visit to our store.

The Home Depot has reviewed and investigated this matter. We have documented our customers comments and concerns at the ********************** level and have made the store leadership team aware of their experience. We reached out to our customer via phone and apologized for inconvenience while shopping at the store. An update was received from the store manager indicating that this matter must be resolved directly between ****** and Son Towing and the customer. The ***************** has the authority to remove vehicles illegally parked in handicapped spaces without requiring permission from Home Depot.

With that being said, we have addressed our customers complaint, and we now consider this case 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 if you have any questions.

Sincerely,
***** *****
The Home Depot Executive Escalations Team
P: ************************
SF# ********
Initial Complaint
Date:10/03/2025
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.
bought washer and dryer, was told it would be installed and deliver but when the day came for delivery and installation they did not installed it. i already have a washer and dryer working but they would not hook it up. they said because they need a different valve but there is a shut off valve.i was on the phone with resolution **** and the people left the washer /dryer blocking the door from closing. i called and they said that would not be able to come till monday (today is friday).
Business Response
Date: 10/10/2025
October 10, 2025

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

RE: ****** *******/BBB Case No. 23969200

Dear Ms. **************** acknowledge the receipt of BBB Case No. 23969200.

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 reviewed this case and escalated the customer's concerns to our Online Executive Escalations team for prompt resolution. We have confirmed that the team reached out to the customer to extend our apologies and, as a goodwill gesture, issued a Home Depot gift card, which the customer has accepted.

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

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******* @ *************************). Please know that The Home Depots goal is to satisfy all our customers with the products and ******************** 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
The Home Depot -Customer Solutions
P: ***********************
F: ************
Reference No.39425252
Customer Answer
Date: 10/13/2025

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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