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
- 11,641 total complaints in the last 3 years.
- 3,484 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:11/24/2025
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.
On November 18, 2025, I returned the rigid vacuum that I bought from Home Depot under order number *********. I returned this at my local store. I received an email receipt as well as a paper receipt indicating that I had been refunded. On November 23, when I realized the money had not gone back to my ****** account I reached out to Home Depot through an online chat. The agent indicated that he could not help me and that I had to call the store. On November 24, 2025 I called and spoke with the store manager. He indicated that the order was placed through Home Depot online and that he had nothing to do with the refund despite the fact that they had taken the unit back at their store. On November 24, 2025. I also reached out to Home Depot again through online chat. They are telling me something completely different than what the store manager told me. The store manager told me the money should be back in my ****** account meanwhile, Home Depot is now telling me it can take up to 10 business days. Ive spoken with three different people all of whom are telling me something different and Im concerned about my return. have returned the item and I still have not been refunded and Im seeking to be refunded. I will attach proof that I returned the item to this Better Business Bureau complaint.
Business Response
Date: 11/24/2025
November 24, 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. Upon review, the complaint was sent to our Canadian team, who confirmed that they have received the complaint, and will be assisting the customer further.
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: ********Customer Answer
Date: 11/25/2025
Complaint: 24185296
I am rejecting this response because, at this time, no one from this team has reached out to fix the issue. Once they do, I will be happy to accept Home Depots reply.
Sincerely,
******* ***Business Response
Date: 11/26/2025
November 26, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************** 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. Upon review, our Canadian team confirmed that they have connected with the customer and advised that payment was issued back to their ****** account on *****. The customer has been advised to follow up with ****** directly to have them investigate the matter further.
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: ********Customer Answer
Date: 11/26/2025
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:11/22/2025
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.
Ordered a big toolbox on November 9th 2025.They lost the first one somewhere in ********, **. This is a 600lb, 84"x25"x56" item, how do you lose it?After numerous phone calls HomeDepot claims to have shipped another one, except this one never went anywhere.I've called them countless times and they have been rude and hung up on me many times.I need this toolbox to complete a job that has paid me and I have paid for. My customer is beyond mad at this incompetence by Home Depot and I likely will not retain the customer due to this.This is the worst experience I've ever had with a business, they deserved to be out of business. I will never shop at Home Depot again.Business Response
Date: 11/24/2025
November 19, 2025
Attn: Ms. ****** ******
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ***** ****/ BBB Case # ********Dear Ms. ****** ******,
We acknowledge the receipt of the *************** Consumer #********
On behalf of The Home Depot, I sincerely apologize for any inconvenience our valued customer may have experienced regarding their purchase.
The online team contacted the customer to discuss the order.We spoke with the customer, who stated the issue had been resolved by the store.With that said, The Home Depot has addressed our customers complaints.We now consider this case closed.
Its The Home Depot's goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***** *.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: *********************
F: ************
SF# ********Customer Answer
Date: 11/24/2025
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 went to the store and met with ******* who was the first ****** at Home Depot to show that he cared about the situation. We resolved the missing toolbox with another one and I'm satisfied.
I would also like to give a huge shout out to ******* who really did a great job, thank you *******.
Sincerely,
***** ****Initial Complaint
Date:11/22/2025
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.
Initial Order (11/ 10): My 1st del included 8 out of 11 pcs were damaged. After being offered a 10% off, I was required to return the damaged items for a credit before repurchasing, causing a delay as I could not wait 35 days for the credit to process. Second Attempt: I repurchased the items and attempted a store pickup. The Assistant Mgr advised they would pull replacements from another store and have a supervisor personally inspect them before del. This inspection did not occur, and the replacement cabinets arrived with damage. Unresolved Credit: More recently, additional unseen damage was discovered during installation. My husband and contractor went to the store on 11/17 to exchange the damaged cabinet. The store offered $80 credit to my debit card but could not issue it due to technical issues, stating they needed to contact IT. I followed up on 11/21 at 1:30 PM, and the manager, ****, advised they needed to file an IT ticket. I escalated the issue to corporate and was later told they were unable to resolve the $80 credit problem, and someone would reach out. 1st Del (11/11): The initial stove delivery was damaged. I declined the offered $125 discount and requested a replacement. 2nd Del: The replacement stove also arrived damaged. Out of extreme frustration and to avoid further delays, I advised them to leave the item. Customer ********************** then offered a $175 off. I have spent over $4,000 on these materials and have been facing constant issues, which is incurring additional costs due to contractor delays. I desperately need this situation resolved, and I expect better service when spending this amount of money. The stove cost $743.02. Please address these failures and provide a clear, immediate plan of action to resolve this issue My orders 11/03 - 11/9 743.03 (1982-00097-71643) $3000+ w/discount $2486.88 (H1901-378693/H1901-379795)$681.76 (H1901-379543) $722.70 (WN38469388) $968.54 (1982-00004-22949) $87.97 (1901-00007-78332) $503.75 (1901-00007-04650)Business Response
Date: 11/25/2025
November 25, 2025
Sent Via Email
Attn: ********************************** 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 Hampton Bay cabinets purchase and experience with our company.
The Home Depot has reviewed this case and offers the following resolution. I partnered with our Online Executive Escalations Specialist ****** ******* who advised he contacted customer on 11/24/25 and apologized for the inconvenience she experienced on her multiple failed orders. We confirmed the customer has all the merchandise she needed but they were damaged. We offered a $500 Home Depot E-gift card as compensation and customer accepted (confirmation number *************.
If any further assistance is needed, please contact at **************************.
With that being said, The Home Depot does not consider this matter closed and will provide all updates.
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.Customer Answer
Date: 11/25/2025
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:11/19/2025
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.
Ordered 3 items even signed up for the Home depot credit card 1 item was picked up the other 2 were to be shipped to store well theyve been stuck 30 miles away from me since the 17th I was supposed to be able to pick up this week.I call in today to and ***** with orders cant even figure out what items haven't been picked up and he argues with me about the pick up day and starts giggling during the conversation. Guess this is the amazing customer ********************** I paid for!Talking To *** now and still getting lectures talk about Great customer **********************. This will be the last time I order from Home DepotBusiness Response
Date: 11/26/2025
November 26, 2025
Sent Via Email
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
****************************************************************************************
****************
RE: ******** ********/BBB Case #********
Dear Ms. ****** *****,
We 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 their purchase with our company.
Home Depot has carefully investigated this matter and offers the following response to your concerns:
Our Online Escalation team spoke with Nicohlas, who confirmed that the delivery was completed. As a gesture of good faith and to acknowledge the inconvenience, a gift card was provided to the customer.
With that said, ********************** has addressed our customers complaints. We now consider this case closed.
Please know that The Home Depots goal is to satisfy all of our customers with our products and ********************. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Don't hesitate to get in touch with me if you have any questions.
Sincerely,
***** *****
Executive Escalations
Phone: **************************
Fax:************
Reference Number ********Customer Answer
Date: 11/26/2025
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:11/18/2025
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.
On November 13, 2025, I contacted Home Depot customer ********************** to request a price match for a ****** miter saw that was being offered at a lower price on a competitors website. During the call, the customer ********************** agent looked up the item, verified the lower price, and then consulted her supervisor. After reviewing the information, both the agent and the supervisor confirmed that the price match was approved.The lower price can be viewed at the following link (the same link the Home Depot agent reviewed and approved during the call):************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* was specifically instructed to purchase the item online at the regular price and that Home Depot would issue a credit back to my card for the price difference once the order was completed. Based on this assurance, I proceeded with the purchase.However, after the order was processed, no credit was issued. When I contacted Home Depot again to follow up, multiple representatives informed me that there was no record or notes on my account regarding the approved price match. I was also told they would not honor the price match, despite the fact that the earlier agent and supervisor explicitly approved it and guided me to purchase the item with the expectation of a refund.This situation is unacceptable. I made the purchase solely based on the instructions and assurances given by Home Depots own representatives. The company should not be able to retract or deny commitments made by their staff after the transaction has taken place.Business Response
Date: 11/19/2025
November 19, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
*****************************************************************************************
*****************
RE: ****** *****/ BBB Complaint #********
Dear *******
I hope you are well. 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 asking for a price match on a miter saw via order WN39543988.The Home Depots Online Executive Escalations Team has conducted a thorough review of this matter and reached out to our customer. The vendor the customer was asking for us to price match does not fall within our policy. The Home Depot will price match local brick-and-mortar stores in a customer's area that sells the same product under similar terms. We also match online retailers such as *****, *******, ****** (must be sold and shipped by ******, not third-party sellers), ******* (sold and shipped by *******), ********, and ****** (sold and shipped by ******). We do not match auction sites and marketplaces, membership-based stores, or third-party sellers on platforms like ****** or ******* Marketplace. The vendor the customer asked us to match, does not meet our criteria.
With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.
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. As previously stated, ******** will continue to manage the claim and will keep the customer informed of any updates. The customer may contact Sedgwick directly at ************, Monday through Friday, between 8:00 AM and 7:00 PM EST.
Sincerely,
*** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor - Executive Escalations
P: *********************
F: ************
SF#: 39672501Customer Answer
Date: 11/24/2025
Complaint: 24163540
I am rejecting this response because:
Sincerely,
****** *****Business Response
Date: 11/24/2025
November 24, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
****************************************************************************************
*****************
RE: ****** *****/ BBB Complaint #******** - Rebuttal
Dear Kaylee,
I hope you are well. 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 asking for a price match on a miter saw via order WN39543988.
The Home Depots Online Executive Escalations Team has conducted a thorough review of this matter and reached out to our customer. The vendor the customer was asking for us to price match does not fall within our policy. The Home Depot will price match local brick-and-mortar stores in a customer's area that sells the same product under similar terms. We also match online retailers such as *****, *******, ****** (must be sold and shipped by ******, not third-party sellers), ******* (sold and shipped by *******), ********, and ****** (sold and shipped by ******). We do not match auction sites and marketplaces, membership-based stores, or third-party sellers on platforms like ****** or ******* Marketplace. The vendor the customer asked us to match, does not meet our criteria.Since the receipt of the rebuttal, the customer has reached out to advise they understand our price match policy but at the time, he was advised that we would match a website that is not is our list of approved sites. As a goodwill gesture, we are offering the customer a refund in the difference in price and an accommodation letter has been emailed to the customer.
With this resolution in place, The Home Depot considers the matter addressed and 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. As previously stated, ******** will continue to manage the claim and will keep the customer informed of any updates. The customer may contact Sedgwick directly at ************, Monday through Friday, between 8:00 AM and 7:00 PM EST.
Sincerely,
*** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor - Executive Escalations
P: *********************
F: ************
SF#: 39672501Customer Answer
Date: 11/25/2025
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:11/18/2025
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.
On November 17, 2025, I placed online order #WN40048940 for 8 units of the ***** 12 in. ******************** at $17.28 each (total $138.24). I received an official confirmation email with this price and total amount (proof attached).The next day, Home Depot canceled my order claiming it was a pricing error. I contacted customer support and received case #********, but they refused to escalate the issue.Since the order was processed, confirmed, and I received a valid confirmation email, I am requesting a review. If they cannot honor the price, I am requesting a store credit or courtesy adjustment for the inconvenience.Business Response
Date: 11/19/2025
November 19, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************** 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. Upon review, the customer was contacted by the online resolutions team and was offered a Home Depot git card. The customer accepted the offer and was emailed a Home Depot gift card as compensation. No further action is needed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
********* *.
Executive Escalations
Phone: ************************
Reference Number: 39670409Customer Answer
Date: 11/20/2025
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:11/17/2025
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 two countertops, a bath and a corner kitchen cupboard on October 20th from Home Depot Canada's online store. The order did not go through so I contacted support and was told that it bounced back and to reorder again, and they would apply a discount, which they did of $50. The next day I see the other order has gone through and I now have a duplicate order. I contact cusomer support again and they tell me they can only cancel part of the duplicate order, and cancel only the bath, even though the cupboard was not out for delivery. We refuse delivery on the cupboard as instructed by customer **********************, but we are still charged for it. I contact customer support multiple other times with no resolution. We finally got a refund on the countertops, but are waiting for it to show up on our card statement. On the proper (non duplicate) order, I have had everything delivered everything but the bath, and I have been in contact with customer support about it several times. It says it is shipped but not out for delivery and they cannot give me any time table or tell me where the bath is. I received notice it was shipped on October 30th 2025. I have now waited over two weeks for calrification and I keep getting told they are excalating it, but I have no timeline on that. I would like my bath to be delivered and the refund for the cupboard. My order numbers are ********** (for the correct order) and ********** for the duplicate. The cupboard is not in my posession and we refused delivery 3 weeks ago. I need the bath to complete renovations. The cupboard refund should be $585.35 including tax and the extra money for the bath is on hold until delivery. I just want my bath and refund.Business Response
Date: 11/20/2025
November 20th, 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 Executive Escalations *********** has confirmed the Customer has received a refund for the duplicate order. And her Bath tub order is set to be delivered on the 21st.
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: 11/22/2025
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:11/17/2025
Type: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.
My husband (******** ******) purchased a ** Front Load washer/dryer set on 10/28/2025 & scheduled delivery for 10/31 - I took off of work for the delivery & ended up having issues day one. The delivery company showed up with a dryer only, no washer. Stated "they" loaded a dishwasher on the truck with our sticker by mistake & that our washer was on another guys truck. Understandable - they were willing to fix the mistake by delivering the washer the next day 11/01/25 & we worked out a timeframe of 2:00 pm - 6:00 pm being that we had an event that morning to attend. THEY LITERALLY CALL AT 11:30 AM STATING THEY WERE 30 MINS AWAY. RUINED OUR ENTIRE EVENT WITH THIS NEWS & GETTING EVERYONE FRUSTRATED ALREADY. We let them know AGAIN, we would not be home at that time & that is why we ORIGINALLY told the dispatch the prior day to schedule between 2:00 pm - 6 :00 pm. AGAIN, another headache. We reached out again to dispatch after leaving our event & was told that they would be able to come back out the following Monday 11/03/2025 which we kindly reminded them we had already taken time off of work the prior Friday for the original delivery, that this was their mistake TWICE now & would not be taking more time off for this issue. They stated they would see what they could do to fix the issue & bring the washer on 11/01. The final conversation with them was that they would be able to deliver on Tuesday 11/04/25 but that was the best they could do at that time.We immediately hung up & found a Lowes that had a model in stock that matched the dryer we had delivered & was able to obtain the washer same day. NOW here we are 5 phone calls later asking where the refund is for the washer that is still on my card and we keep getting told to give it "10 more days" each time we call. THIS IS ABSOLUTELY OBSURD ALMOST A MONTH LATER & YOU STILL HAVE MY MONEY TIED UP. GIVE ME MY REFUND!!! I WILL NEVER USE THIS COMPANY AGAIN FOR ANY REASON NOR WILL I EVER RECOMMEND HD TO ANYONE I KNOW.Business Response
Date: 11/18/2025
November 18, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************** 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. Upon review, our appliance team was able to email the customer the receipt showing that the washer has been refunded.
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:11/15/2025
Type: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.
We ordered some Christmas decorations on line and they said they would be delivered today. Then we get an email stating they tried to call and tried to delivery the products. This was a lie. We have not heard from anyone and we have been home all day. We called customer **********************, but we continue to get looped around in the phone tree. We called the store and will have to go pick up bc the truck is already back. This feels like a way to scam us out of the delivery fee.Business Response
Date: 11/19/2025
November 19,2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
************************************************
*****************
RE: ***** ****** /BBB Complaint # ********
Hi Ms. **************** behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted by our Online & Appliance Executive Escalations team and customer verified that they had picked up the lights from the store but one will have to be returned as it was broken. The Home Depot sent the customer a Gift card because of the inconvenience
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
******* Head
Executive Escalations
Consumer Solutions
Reference Number:39653665Initial Complaint
Date:11/15/2025
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.
On August 31, 2025, we placed an online order with Home Depot for a Frigidaire cooktop costing $2,542.94. Delivery for this item was delayed multiple times.On October 22, 2025, we received a voicemail from a Home Depot representative (*******) stating that the cooktop was discontinued, there was no substitute available, and the order was being canceled.On October 23, 2025, we contacted Home Depot online as instructed. We were shown (screenshot attached) that we would receive our refund within 10 business days. By November 15, 2025, the refund had not been issued, so we followed up online. At that time, we were told the order had been canceled internally, but no refund was available. Frustrated by this, I asked if I could go to the store in person, and the agent confirmed that I could.When we arrived at the store, we were initially told that online orders could not be processed in store, even though the online agent said we could. The store then contacted Home Depot on our behalf and was given another false explanation that the warehouse needed to verify the item before issuing a refund. This contradicted the voicemail confirming the item was discontinued and would not be restocked.The refund has not yet been received, and we are uncertain if it will be issued. After weeks of delays, conflicting information, and being given different answers by multiple representatives, this situation has caused significant frustration and stress.This complaint is being submitted because of the repeated misinformation, unacceptable delays, and extremely poor customer ********************** we experienced. Even though we were promised a refund, the repeated lies and poor handling have left us uncertain and frustrated, and we do not fully trust that the refund will be processed. We want this documented so Home Depot is held accountable.Business Response
Date: 11/20/2025
November 20,2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
************************************************
*****************
RE: ***** ********* / BBB Complaint # ********
Hi Ms. **************** behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted ********************** sent a copy of the refund receipt that processed through The Home Depot on November 17th and the customer was advised that it takes 3 to 5 days for a retail merchants refund to be processed by the banks from pending to posted to their credit card account.
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
******* Head
Executive Escalations
Customer Solutions
Reference Number: ********Customer Answer
Date: 11/20/2025
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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