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
- 11,597 total complaints in the last 3 years.
- 3,492 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:11/05/2025
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 ************************ account ***************************** shas been non functional since 2nd week of September, 2025. When I attempt to login, it displays a temporary technical glitch. Please try again later message. As a result, Im unable to make purchases or access my previous order information for warranty purposes. I contacted customer ********************** and none of them can provide a fix for this issue or a reason if I have been banned. All they will say is I seem to have violated their TOS but none of them can tell how. None of the agents I have communicated with can see any issue with my order history. I have only used my account to make legitimate purchases for my own use. I have not violated their terms of use in any way. Homedepot customer ********************** has been completely unresponsive to all my requests regarding this problem. I dont have a pro extra account, I have not resold purchases etc. I have used ************************ for many purchases over many years for my personal use as I own several properties which I try to maintain myself. Even if I have been banned, they are unwilling to be forthcoming regarding the reason or a timeframe for this supposed ban. This behavior by ************************ is very unfriendly towards consumers and is antagonistic.
Business Response
Date: 11/06/2025
November 6, 2025
Attn:Kaylee Bales
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*********************;
RE: ***** **** /BBB Complaint # ********
Dear Mrs.*****,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I sincerely apologize for any inconvenience the customer may have experienced. Our online Executive Escalations team has previously spoken to the customer to let him know that the issue with access to his online account is being investigated.
The Online team has partnered with the ******************** to conduct a thorough investigation into Mr. ***** account activity. Following this review, it has been determined that the restriction placed on the account was not accidental and will remain in effect. This decision is based on the following findings: The customer's purchasing behavior reflects a pattern commonly associated with resellers,particularly in relation to Buy One Get One (BOGO) and Buy More Save More (BMSM) promotions. Such activity constitutes a direct violation of The Home Depots purchase policy.
As a result, the restriction on Mr. ***** account will remain in place to uphold the integrity of our promotional programs and ensure fair access for all customers.
Please know that it is *********************** goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
******* *.
The Home Depot Customer Solutions Executive Escalations
Executive Escalations Team
Case: SF# ********Initial Complaint
Date:11/05/2025
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.
10-13-25 Order#WH11915295 (buyer *** ********** of ***********************) Deliver & install Stackable Washer/Dryer (W/D) at tenant occupied apt. Please call me to resolve the issue **************. (FYI, order lists Delivery Address: **** ******* Care Of **** ******** At Arbors Mgmt, ************************************************** AND Customer Contact #:************** which is ****, the FL property mgr because apt is in ******* in ** - big time difference.)I paid for SKU#**********+Install+All Install Parts+haul away old+delivery+tax = $1,490.30 Delivery & install Fri, 10-17-25. Home Depot installers claimed couldnt install due to plumbing leak. **** (local FL property mgr) told them to leave the machine. NO ONE said anything about a 48-hour time to detect defects. They just left W/D Serial#**********. Fastest we could get licensed plumber out was 10-21-25. Paid $210 to plumber who said NO leak. Plumber installed W/D & moved old W/D to street. Home Depot hauled old W/D. First time tenant used washer/dryer, it made loud banging noises. **** (prop ************* & my *********** called Home Depot right away. Tech came out & evaluated machine. Back panel is dented. After many phone calls, machine is still broken. Home Depot **** claim outside 48-hrs to detect defects means not Home Depot responsibility. Today ***** at Home Depot said theres a note on my account that ********** agreed to replace defective unit with a new unit. But lady at Frigidaire said they will only repair. I didnt pay for a dented damaged unit. Who knows what else is wrong with it? Tenant says sounds like a spring is popping every time he opens washing machine lid. 2nd defect in same W/D. I dont want to repair a defective machine over & over. I paid for a new machine. I want Home Depot to replace the defective unit with a NEW properly working unit & reimburse $210 I paid plumber. Not my fault Home Depot installers refused to install by claiming a leak that wasnt there.Business Response
Date: 11/15/2025
November 15,2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
************************************************
*****************
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 by The Online Appliance Executive Escalation team, and the agent assisted in completing the Laundry and a gift card was sent to accommodate the out-of-pocket plumbing charge the customer paid.
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: 11/15/2025
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. Home Depot refunded the defective machine and helped me re-order it, including providing a gift card to complensate for the out of pocket plumbing costs which was applied to the cost of the new replacement machine. The Home Depot team was very professional and has renewed my faith and confidence in the Home Depot brand. Thank you!
Sincerely,
*** **********Manager
***********************
Initial Complaint
Date:11/05/2025
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.
Im needing someone executive office to give me a call with Home Depot. Im having numerous issues with a deep freezer chest. We bought from a local store several months ago. This deep freezer has gone out multiple times and we lost hundreds of dollars of food we were approved with private brands to get a gift card so we could buy another fridge as we no longer want to use the ******* brand. Weve been getting a runaround from customer ********************** the retail support and customer ********************** over the phone on getting the gift card emailed to us so we could purchase a different item. Can someone please give us a call at ************ to address this issue? weve been gone out of freezer for almost 10 days. Ive been given the runaround. The stock # ********** and internet number is *********. I simply want the gift for $450 so we can purchased another item.Business Response
Date: 11/13/2025
November 13, 2025
Attn:Kaylee Bales
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*********************;
RE: ****** ***** /BBB Complaint #********
Dear Mrs.*****,
We acknowledge receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I sincerely apologize for any inconvenience the customer may have experienced. The ********************* team has partnered with the customer regarding his concerns about his defective deep freezer.
The Executive Escalations team contacted the customer and apologized for any inconvenience caused. The customer expressed dissatisfaction with his deep freezer and requested reimbursement via gift card for the current cost of the unit. I requested proof of purchase from the customer; however, he was unable to provide a receipt.
I followed up with the customer by phone to explain that, per Home Depot policy, proof of purchase is required to process reimbursement for the product. As a goodwill gesture, I offered a gift card to be applied toward his next purchase of a different deep freezer. The customer accepted the gift card.
No further action is required.
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.
******* *.
The Home Depot Customer Solutions Executive Escalations
Executive Escalations Team
Case: SF# ********Customer Answer
Date: 11/13/2025
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:11/05/2025
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.
On Nov.3,2025 I had to drive 53 minutes to the home depot in ****** after me making several attempts to reach the city bank by phone and no one never answered. After this I contacted the store and advised them I had not received a statement and please help me with getting in contact with someone to see what is going on. After arriving at the store the **** person manager was absolutely no help in resolving or even making a call. I had to become very presentant and then when he saw I had ask for his boss only then he began to help. At this point he pulled out a number for city bank and they answered he call. He then put me on the phone I advised them I had been trying to call and had to drive to store to report no statement has been received at this point I learned they had not updated my mailing address and this was the reason.?a person named **** asked me over and over the same question and made this call even worse. This **** ****** said he would email my statement over to me after I asked so I could pay my statement there at store. **** refused his last name and refused a reference number for the call. This **** ****** was going to leave the call and I asked hey wait a minute I need to check to see if I received your email.. **** said it would take one to two hours and to this day Nov.5 I still have not received his email. That statement was due on Oct 31 he statedBusiness Response
Date: 11/11/2025
November 11, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************************************************************************************
*****************
RE: ****** Indeed ******** / BBB Case # ********
We acknowledge the receipt of BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (************), NA, is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to ******** (************), NA, accordingly. After the review and investigation by ********, ****** Indeed ******** will receive a response directly from them.
Please know it is The Home Depots goal to satisfy all of 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.
Sincerely,
********* *.
Executive Escalations
Phone: ***************************
Reference Number: 39588589Initial Complaint
Date:11/04/2025
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.
I purchased a ** washing machine on March 27, 2024 along with a 3 year protection plan. The washer stopped working through the washing cycle. I filed a claim, did a diagnostic over the phone with an agent fro the Allstate warranty company. They said that they will ship the parts to the machine, which I received on Oct. 27, 2025. They scheduled me for service repair for Oct.30,2025 between 8am to 10am. Then I received an email stating that they have changed to service date to Nov. 5 from 8-10am. On October 30, 2025, I received an email stating that they will be at my home on that day from 8-10. It was a no show with any call or text as to why I could not make it. So, they again they said that the service is scheduled for Nov 5 from 8-10. I received a text where they had rescheduled again for Nov. 12 fro 8am to 5pm. Now, they want me to find someone to come out and fix the machine and they will reimburse **** am a senior on a fixed income and can not afford to pay anyone out of pocket and then wait on them to pay me back.I fill that I am getting the round around which is causing me a lot of unnecessary stress and headaches. I started calling from 8:30 -4:45pm today, Nov. 4, 2025 to Home Depot, ************************************* My order number is WG58338975. I explained to them that I keep changing my moving date to accommodate their time frame and they keep giving me the run around on fixing what I paid for. Allstate claim work order # ************. Approval date for repair was on Oct. 27, 2025. ******** Tech # ************.I spoke to a **** **** ********* ******, and Saskina. **** you please help me?Business Response
Date: 11/19/2025
November 19th 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
****** ******/BBB Case 24106986
Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 24106986
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance.
RESOLVED
We thanked her for the update. and closed the case.
Mrs. ****** emailed and said she received the GC.
We emailed and asked ******** and Mrs. ****** about the ***. Has ******** sent it and has Mrs. ****** received it.
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.
***** Mitchell
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
SF# ********Initial Complaint
Date:11/04/2025
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.
Squaretrade; AllState; The Home Depot; and the Better Business Bureau: Refer to Claim # ************ from Oct 6, 2025, 5:09PM; Claim # ************ from Oct 7, 2025, 8:28PM; and Claim update ************ from Oct 16, 2025, 2:10PM. I, ***** *******, submitted evidence to support my claim of Food Loss in October 2025 in the amounts of anywhere between $138.60 to $146.38. That evidence was submitted to Appliance Reimbursements on Nov 4, 2025 around 6:36PM. However, I have not received any confirmation that my evidence to receive reimbursement for a food loss has been received by The Home Depot; SquareTrade; or All State. I, ***** *******, am in need of compensation in the amount of either $146.20 for the Original Prices; $138.60 for the Sale Prices; or $146.38 for the Current Prices.I would prefer compenation in the amount of $146.38 to cover the current retail prices. Regards, ***** *******, *********************************************************************************************, ************, ************Business Response
Date: 11/12/2025
November 12, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 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 customer was contacted by the online resolutions team to further assist. We contacted ********, requesting that they reach out to the customer to resolve the claim. Allstate communicated that they were unsuccessful in contacting the customer, but still proceeded with the $146.38 food loss reimbursement. We sent the customer a THIRD and final email informing him that ******** has sent the check for food loss by mail within 6 business days, and informed him to reach out if they need further assistance with this in the future.
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: ********Customer Answer
Date: 11/17/2025
Complaint: 24106744
I am rejecting all responses from SquareTrade, AllState, and The Home Depot concerning the check from ***** Fargo as represented by Sapristein & Sapristein at **************************************************************** (************************************************************ )since ******* ***** on the ***************************** ( ************************************************************) acts as if I, ***** *******, am not allowed to inhale oxygen or exist. Here (*******************************************************) is how ******* ***** on The Hampden County Superior Court ( ************************************************************) has the ability in violation of Massachusetts General Law - Part IV, Title II, Chapter 275, Section 2 (******************************************************************************* ) to murder in violation of General Law - Part IV, Title I, Chapter 265, Section 1 (**************************************************************************** ); in violation of 18 U.S. Code 1111 ( ***********************************************) ; and in violation of 18 U.S. Code 1958 - Use of interstate commerce facilities in the commission of murder-for-hire(*********************************************** ) me, ***** *******, for ***** ***** ******** ( *************************************************************************) , **** ***** ******(************************************************************************* ) , ******* *****( *************************************************************************) , **** **********( *************************************************************************) , **** ********( ************************************************************************* ) , **** *****(************************************************************************* ) , **** ****** (************************************************************************* ) , Attorney ***** ********(************************************************************************* ) , and others : One can only surmise, based upon the photo, that the psychopaths [at 90 Hawks Circle who are ****** ***** ******(************************************************************************* ) , **** ******( *************************************************************************) , **** ******(************************************************************************* ) , and ***** L. ******(************************************************************************* ) ] who were responsible for murdering this man [Tamerlan Tsarnaev from *********, ************* ( **********************************************************) ] while he was in their custody [through the **************** (********************************************************** ) ; **************** (********************************************************** ) ; and Boston Police (******************************************************* ) ], may also have subjected him to a Satanic ritual in which his heart may have been removed from his chest. This is a well known element of Satanic human "sacrifice" rituals [as indicated by the criminal street gangs (************************************************************************************* ) of 3SRA79 for "Satanic Ritualistic Abusers" and 1SFM63 for "Snuff Film Makers" so that they can buy and sell custom torture films in violation of 18 U.S. Code 2340A ( ************************************************) for cardiology companies like cardiac science as acquired by **** as murder for hire in violation of 18 U.S. Code 1958 - Use of interstate commerce facilities in the commission of murder-for-hire for estranged family members who are Lorettajo ******* (************************************************************************* ), **** ******* ( ************************************************************************* ), ***** *******(************************************************************************* ) , ****** *******( *************************************************************************) , ******* ******(************************************************************************* ) , and **** ******( ************************************************************************* ) from, **, or affiliated with *************** in *********, *************]
Sincerely,
***** **********************
*********, ************* 01085-1576
Business Response
Date: 11/20/2025
November 20, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 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, we sent the customer an email informing Mr. ******* that the issue was resolved when ******** sent the Food Loss check on November 6, 2025, and that we had tried contacting him. The case has been closed due to no contact with the customer. We encourage Mr. ******* to reach back directly if they need additional assistance with this.
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: ********Initial Complaint
Date:11/04/2025
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.
Where to even begin with this sh*tshow?I purchase a refrigerator on 9/25/2025. It gets delivered on 10/2/2025 and the delivery team drops my glass shelf and shatters it inside of the fridge. The scratch my wood floors in the process. I am told they are ordering me a new fridge so I patiently wait.10/8/2025 - the second fridge comes and it's literally broken in the packaging. The water dispenser is literally hanging by it's wire and the fridge is dented all in. I tell them ill just keep the original fridge and take the glass shelf from the new one. The delivery team tells me Home Depot will discount my old fridge $200 dollars for the **********'s 11/4/2025 and I have contacted their online team a total of 6 times and went into my local store a total of 4 times to talk to customer **********************. It's a dog and pony show and they're just pointing the finger at the other person. I have spent roughly 10k within the last few years here at home depot and this level of customer ********************** is unacceptable.Business Response
Date: 11/12/2025
November 12, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
*****************************************************************************************
****************
RE:*** ******/ BBB Complaint # ********
Dear Ms. **************** acknowledge the receipt of your notice dated May 16, 2023, regarding the customer referenced above. On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his refrigerator delivery.
The customer has been contacted, and we are still working towards an appropriate resolution. I will share an update once the issue has been 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. Please do not hesitate to contact me if you have any questions.
Sincerely,
******** *.
Executive Escalations Representative
Office:************************
Reference Number: ********Initial Complaint
Date:11/04/2025
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.
Im unable to log in or place orders I opened a Case: ******** but i never heard back i would to love to know what's going on am i banned if yes Why and how can i come back in?Business Response
Date: 11/12/2025
November 12, 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 online investigations team regarding the block on the customers account. After a recent review and investigation, we identified activity showing evidence of the reselling Home Depot products. Please note that this practice is not permitted under Home Depots Terms and Conditions, which are designed to ensure fairness and compliance for all customers.
********************** 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: 39586399Customer Answer
Date: 11/12/2025
Complaint: 24105931
I am rejecting this response because:I never knew this is the issue, i always had a a resale certificate on file, never once told me some that its a issue, will apology and a commitment not to resale anymore help? to please reopen the account?
Sincerely,
****** *****Business Response
Date: 11/14/2025
November 14, 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 online investigations team regarding the block on the customers account. After a recent review and investigation, we identified activity showing evidence of the reselling Home Depot products. Please note that this practice is not permitted under Home Depots Terms and Conditions,which are designed to ensure fairness and compliance for all customers.
********************** 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: 11/14/2025
Complaint: 24105931
I am rejecting this response because:I never knew this is the issue, i always had a a resale certificate on file, never once told me some that its a issue, will apology and a commitment not to resale anymore help? to please reopen the account?
Sincerely,
****** *****Business Response
Date: 11/20/2025
November 20, 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 online investigations team regarding the block on the customers account. After a recent review and investigation, we identified activity showing evidence of the reselling Home Depot products. Please note that this practice is not permitted under Home Depots Terms and Conditions, which are designed to ensure fairness and compliance for all customers.
********************** 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: 39586399Initial Complaint
Date:11/04/2025
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.
Taken by phone staff CM. Consumer states he purchased an over for almost $1500 in May of 2024. Consumer states the inside coating is chipping off. Consumer wants either a replacement of equal value or refund.Business Response
Date: 11/14/2025
November 14, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: *** ******/BBB Complaint #********
Dear Ms. *****,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address their concerns. We reached out to Mr. ****** on 3 different days (11/05/2025, 11/06/2025, and 11/11/2025) via telephone and email but have not been able to connect with him. Furthermore, we did send a letter stating that cosmetic damages are not covered by warranty. No further action is needed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-***** *. submitted on behalf of **********
The Home Depot ************** Executive Escalations Team
Case: 39591292 ELT Case #********Initial Complaint
Date:11/04/2025
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.
Home Depot failed to refund money on an item I didn't order or get it from their store, Home Depot's website claims I placed this order, but I did not! The order is full of discrepancies, and I never saw this order until I pulled up purchase history to get a receipt for a flashlight under warrantee. I feel like it was their fault because I wasn't refunded at that time and if I would have been refunded the money it would have been the lesser amount because the units had been switched! I am tired of department store mistakes costing me money. At first, they agree to give me a Home Depot gift card but then changed that because it's been over a year. I have appealed the everyone within the company and was unable to resolve this issue. It is against the law to charge me for something I didn't order, and I did not order this!Business Response
Date: 11/05/2025
November 5, 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 online team emailed Mr. ******* a purchase receipt for both orders and emailed confirmation from both orders, indicating one was delivered to the customer and one was picked up by the customer. The customer was advised to file a police report with their local authorities concerning the fraudulent activity. The customer was informed that once the appropriate agency reaches out, Home Depot will collaborate with them to determine next steps in the resolution process.
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: 11/08/2025
Complaint: 24096485
I am rejecting this response because: Like I told them, at that time I was dealing with situations where my sister and her son were threatening me and I was forced out of my home, my girlfriend turned on me and took my share of the business I had with her late husband, It was a shower door and faucet I put in for her, I was paying for two places to live and trying to use a lawyer to negotiate with my sister to buy my home from me. I feel like I have had enough of people taking money from me and that if a store takes that much from a customer their over one-year policy should be extended. It's still considered theft no matter what these stores policies are! I have always been a good customer, and someone should offer to make this up to me! I don't want to discredit or move forward and take this to court, but if I am left with no other choice, I am afraid I will have to.thank you
*** *******
Sincerely,
**** *******Business Response
Date: 11/11/2025
November 11, 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, on November 5th, our online team provided the customer with a copy of the purchase receipt for both shower door orders, along with confirmation emails verifying that both orders were placed.Additionally, we confirmed that the ship-to-home order was successfully delivered and the ship to store order was picked up. Based on this information,the customer was advised to file a police report regarding the alleged theft of the shower doors and/or potential misuse of their payment information. Once Home Depot is contacted by the appropriate authorities, we will cooperate fully to determine the appropriate next steps in resolving the matter.
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: 11/12/2025
Complaint: 24096485
I am rejecting this response because: it is not correct and their documents do not show the errors in billing and shipping. I did not receive two shower units, my money was never refunded and they have not offered anything for my losses.
Sincerely,
**** *******Business Response
Date: 11/12/2025
November 12, 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, Our online team emailed Mr. ******* a purchase receipt for both orders and emailed confirmation from both orders, indicating one was delivered to the customer and one was picked up by the customer. The customer was advised to file a police report with their local authorities concerning the fraudulent activity. The customer was informed that once the appropriate agency reaches out, Home Depot will collaborate with them to determine next steps in the resolution process. At this time there is nothing further that can be done until the appropriate agency reaches out.
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: ********
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