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
- 11,851 total complaints in the last 3 years.
- 3,461 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:11/30/2022
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 August 17, 2022, I began having problems with my refrigerator (purchased from The Home Depot on 12/15/2018 for $506.67 and ************ for $106.33 = $613.). After several months of contacting Home Depot and the Protection Plan under them, I am still left with a refrigerator that does not work. Home Depot has not replaced or fixed the refrigerator. Below, you will see a series of contacts I made with Home Depot and the Protection Plan services.8/17/22 called Home Depot to report refrigerator malfunction 8/23/22 called the Protection Plan (********)8/24/22 called Home Depot 8/26/22 called Home Depot 8/30/22 called the Protection Plan (********) confirmation #**********. Called Whirlpool. Called Protection Plan (Asurion)8/31/22 called Protection Plan (Asurion)(During the month of August, an inexperienced service member came to look at my refrigerator and asked me for tools to do the repair.9/26/22 called Protection Plan (********) confirmation #********** 9/29/22 I went to my local Staples to mail receipts of refrigerator purchase and cost for food loss 10/5/22 called Protection Plan (Asurion) and there was a bad connection where I was not able to get through. After being connected with a 3rd person, they hung up on me.10/19/22 called Protection Plan (Asurion) confirmation #************ 11/6/22 called Protection Plan (Asurion) to schedule someone to come look at my refrigerator 11/822 Service member was supposed to come, but never came to look at my refrigerator 11/11/22 called Home Depot, but they (*******) said there was nothing they could do to help me. I was transferred to someone by the name of ************, who called Asurion.11/14/22 I called again, and they told me that the earliest they could send someone from Whirlpool to look at my refrigerator would be 11/21/22 and that I would be put on a standby list for an earlier appointment if an earlier appointment opens.
Business Response
Date: 12/21/2022
December 21, 2022
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: *************************/ BBB Complaint # ********
Dear, **************
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 has contacted the customer to resolve the concerns of their defective refrigerator.Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 30888150Initial Complaint
Date:11/30/2022
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.
November 13 Ordered and paid ($922.78) for an ** range and haul away service for the old range on homedepot.com November 18 Delivery drivers arrived, removed old stove, brought in new stove. Stove was damaged on side from forklift (per delivery team) and wouldn't turn on. Delivery drivers took the new range back and brought the old range back into the house. Called home depot for a refund. Was told refund would go back on my card.November 30 No refund has occurred. Was charged $922.78 for an item I never received and want my refund!Business Response
Date: 12/01/2022
December 1, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ************************* ****** /BBB Complaint#: 18486445
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer by email regarding her order ********** to advised that her refund was issued on 11/30/2022 and it will take 3-5 business days to process back to her method of payment. The customer was provided a copy of her refund receipt by email for her record no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********Customer Answer
Date: 12/01/2022
Complaint: 18486445
I am rejecting this response because: the amount of the refund is less than the amount I paid. Attached is the receipt of what I was charged and the response as to what Home Depot is refunding.
Sincerely,
************************* ******Business Response
Date: 12/07/2022
December 7, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
235 ****************************************************************************************************
RE: ************************* ****** /BBB Complaint#: 18486445
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the customer by email regarding her order ********** to advised that her partial refund was issued back to debit card on 11/30/2022 and it will take 3-5 business days to process back to her method of payment. The customer has also been refunded the difference in the form of a gift card on 12/03/2022. The customer was provided a copy of her refund receipt by email for her record no further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********Initial Complaint
Date:11/30/2022
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 wife that has visual disability, had been on the phone with the Home Depot design Center in *********, and had spoken to ***** to get advice on the best kitchen appliances for ** to get. Upon ****** owner initiative he mentioned that he would be able to give us a 15% discount on Thermidor products when we purchase a range in Dishwasher on top of a Bogo deal that is in place for the holidays. He encouraged to schedule an appointment with him and met him November 19 with the intent of making the purchase as he had said that our invoice would be ready. During the call and while we were there, he showed us the many invoices that other customers had gotten the exact same discount on Thermidor. However, when we were there, he mentioned that he could not ring us out through the payment system since he needed to pull the quote with somebody in corporate that does not work the weekend so he made us travel one hour there pointlessly however, he mentioned that the next Monday or Tuesday he would have it completed and we can pay by phone. When we eventually got in contact with him again on Tuesday, he said that he would not be able to give us any discounts because of a mistake he made and that, although corporate had approved the discount through others, ours would not be approved. He further mentioned that he was just using his friends contractors license to provide discounts. I had tried to rectify this issue with ********* and ****, but have not been taken care of and they do not return my calls. I continue to request that the offer be extended to me as it was offered and as other clients received it. There were other things that happened that were inappropriate with the interaction with ***** which we will note at a later time. We feel discriminated against, especially with the current disability in place and why out of all the customers we were singled out to not get the discount. Please contact us as we would like to resolve this in the most of appeasable manner.Business Response
Date: 12/13/2022
December 13th, 2022
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *********************** BBB Complaint#: ********
Dear *****************************,
We acknowledge the receipt of the BBB Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding the transaction 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 agreed to issue a gift card in the amount of the 15% discount that was promised.
With this being said, The Home Depot considers this matter resolved..
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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 - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:11/30/2022
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 placed a order with home depot package was delivered and bag was empty no products in bag they claim there was weight on pkg. what i had ordered was 3 ****** rachets ***** driver stuck empty bag in door so it wouldnt blow away if pkg had contained items that wouldnt have been possible.Business Response
Date: 12/06/2022
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303
RE:*********************** / BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to ***************** regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Online Executive Escalations Team apologized for the negative delivery experience and issued the customer a e-gift card in the amount of $125.00 for her experience. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Initial Complaint
Date:11/30/2022
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 order a *************** tool a month ago and was told it would be at the house 6 days later. We are a month in and nothing has came . Ive called multiple times to try and talk to a real person and spent hours on the phone. The same tool I ordered is at the local Home Depot but some how one cant be shipped to my house I already paid for. When I check the shipping information it says a label has been made but nothing dropped off. When you run a small business and need tools to do your job its kind of hard when they wont send you what you paid for .Business Response
Date: 12/09/2022
December 9,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
RE: ********************************* /Complaint file # ********
Dear ***************************,
On behalf of The Home Depot,I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The online resolutions team contacted the customer and apologized that it was not made clear that he was unable to pick up the items in store as the store was out of stock. The items had to be fulfilled by another store. The customer was provided with the contact number for the store for the items that need to be returned to the store.
After partnering with our online team, we elected to replace the blower at no cost. The expected delivery date was 12/6. The customer never responded to our three attempts to confirm that the blower was received. We will now close the case.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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:11/30/2022
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.
Order # W895861775. I used two the Home Depot gift card. One of card should still have some money left, but immediately showed zero. I went to the local store #*** on Nov. 23, *********************************************************************************************** to call back, but I never got his call back. This is second time happened to me this year. Each time it was not a good experience to get this balance back. This is a bug for your system. Please figure out what's wrong and return money to me.Business Response
Date: 12/01/2022
December 01, 2022
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
Re: *****-*************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Executive Escalations team contacted the customer and offered a onetime courtesy gift card for the balance inconvenience however, since the gift card was issued by a third party the customer says that he will contact his ********************** card company to discuss a resolution.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:11/30/2022
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 a refrigerator on July 1st, 2022 and have not received it yet. I have contacted them numerous times and they have referred me to ******* to see about shipping to which I have done so with no progress on that end. The issue was that the panels were not ordered on initial order. That was resolved and I did receive the panels but not the refrigerator. Anytime I call *******, they inform me that I should expect a call back in 48 hours with a shipping date but I never get a call. I have done that process at least half a dozen times. I have been waiting for this fridge 6 months and don't know else to do.Business Response
Date: 12/29/2022
December 29, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
RE: ***********************/Complaint file # ********
Dear ***************************,
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The delivery team should be delivering the fridge today, 12/29/22. We are following up with the delivery team to ensure that delivery of the appliance today is successful. We will continue to work with the customer until the fridge is successfully delivered.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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: 12/29/2022
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:11/30/2022
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.
******* and another gentleman from the Home Depots customer ********************** resolution team were utterly rude and disrespectful and the gentleman refused to redeliver the item that I purchased which is valued over $1700. ******* just hung up abruptly after stating that compensation can be discussed after delivery, thanks and have a great dayshe did not schedule me. Im very disappointed in the service i received from such a supposedly reputable company. It has completely changed my outlook of make large purchases ever again and even letting people I know about my experience and to not get credit card account with them and to go with Lowes.Business Response
Date: 12/05/2022
December 5, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: April Rich/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their Appliance delivery experience with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The delivery was executed,and compensation was issued for inconvenience and experience. The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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: ********************
F: ************
Case: ********Initial Complaint
Date:11/30/2022
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 has decided that my account is past due and they send me an email every single day warning me to pay this bill. I spent several hours on several different days arguing with all kinds of people at HD about this problem. I spoke to managers and the supervisors of managers all the way up to supervisors at Citibank. Attached is a copy of the email daily email that I get. When I log into my account, it finally shows that I owe $0.00 but still I keep getting this email every single day and there does not seem to be any way to stop this. It is more than just annoying. I have no way to know if it is affecting my credit. Citibank is the worst bank in the world in my opinion. This is not the first time I have had a problem with them and I do not even have an account with them directly. They seem to have their fingers in all sorts of pies. Please can you help me to get rid of this problem.Business Response
Date: 12/27/2022
December 27, 2022
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
RE: ******************* / BBB # ********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by Citibank, the customer will receive a response directly from them within 10 business days.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*************************
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case: ********Initial Complaint
Date:11/30/2022
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 11/15/2022, we purchased two new toilets at Home Depot located at ******************************. We bought ***************** Champion. On the display it mentioned that they could flush a bucket of golf ***** in a single flush, and mentions power flush feature that scrubs the bowl with every flush in a circular motion. We paid $600 for both toilets together. We also scheduled Delta Mechanical through Home Depot to install these toilets. On 11/18/2022 the new toilets were installed, and we were charged an additional $733 for the install on that day. When the installation was finished the plumber mentioned he schimmed one of our toilets because our floor tiles were inclined. Which he suggested not using for 12 to 24 hrs. When the plumber left we noticed that when we flush the toilets the lever does not complete the cycle unless you hold it down. The flushing power was also very inadequate, and would not flush a bucket of golf *****. Since the installation my wife. and I have made several attempts to let Home Depot know not only were we unsatisfied with the toilets, but they were defective as far as we can tell. So we mentioned having someone from Delta come, and inspect the defective toilets. At this time we have made 4 visits to Home Depot, and have had 3 conversation on the phone with Delta. Nothing has been resolved as of yet, and everytime we suggest what is the next step to get resolution they say the other needs to do something before they can move forward. At this point we feel we have been given the runaround. We have made it clear that we want to replace the toilets with a different model if they cannot fix our issue. They have made no calls to us to have anyone check our toilets for defects. Home Depot calls to give us updates that Delta will call us, but at this point its been our fourth attempt to do something aout this... We are not asking for a refund, and ************ very clear, however we do not want to pay another installation fee to replace defective toilets.Business Response
Date: 12/20/2022
December 20, 2022
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/ BBB Complaint #********
Dear, **************
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 has determined that the customer toilets was defective and both of them have been replaced with brand new ones.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 30887533Customer Answer
Date: 12/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is extremely satisfactory to me. I do not believe we would have reached a resolution without the BBB. Thank you so much...
Sincerely,
***************************
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