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
- 11,847 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:11/17/2022
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.
Hello,I ordered a fridge from The Home Depot on 10/29/22 and they failed to deliver it on two occasions and have now failed to refund my money after multiple phone calls and a visit to the store following original purchase.Please see below timeline of events:10/29/22 Fridge order. Told it would be delivered 11/5/22.11/4/22 Receive an email saying the delivery has been rescheduled to 11/12/22 with no explanation why. I called in and was told the fridge was damaged.11/10/22 two days before new delivery date, I receive an automated message stating the fridge will be delivered tomorrow 11/11/22 between 2pm & 6pm.11/11/22 at approx. ****pm I call to ensure the delivery is going ahead. I was told it was. At ****pm I receive a txt message saying the fridge is two stops away. At ****pm I receive a call from the driver telling me he is 1 hour away. ****pm comes around and no delivery so I check the tracker from the txt I received and it say "rescheduled". I call in and complain and to cancel my order. I was told the order is cancelled but would need to go into the store for my refund.11/12/22 in the morning I go to the store for my refund but am told they cannot refund me until the fridge is scanned back into the warehouse.11/14/22 I call to complain about not getting my refund and am transferred to an escalations team. I am told that they have confirmed the fridge is now scanned back into the warehouse, and that they will have their IT team push through the refund so I do not have to go to the store again. I am told this takes 24 to 48hrs.11/17/22 I still do not have a refund!While I someone what understand the need for the fridge to be scanned back into the warehouse, I do not see why I should have to wait for my refund! What if the truck was in an accident, or the fridge was stolen. Am I supposed to wait indefinitely for my refund?! No!Please issue my refund ASAP!
Business Response
Date: 12/16/2022
December 16, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order refund.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding his refund. The Home Depot has investigated this matter and has advised our customer to return to his local store to have the refund processed. We have also processed a gift card for our customer. ********************** 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Initial Complaint
Date:11/17/2022
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 11/13 I purchased a ZEP mold and mildew cleaner(gallon). I placed it in my trunk. There is no security seal on it and it leaked and damaged some items. On 11/14 I returned what was left in the container and filed a claim with ******, the store manager. In the report I was mandated to give my name, full address, phone number and license plate info. I refused the licensed plate information as that had nothing to do with my issue. ***** from ******** called to go over the claim and apparently had none of this information. Where is my personal information?***** also requested the make, model and year of my car, oh my goodness. He also stated he had to get the title of my car and confirm it is in fact mine. Oh my goodness again.Business Response
Date: 11/28/2022
November 28, 2022
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Sedgwick claim.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding her claim. The Home Depot has investigated this matter and has partnered and escalated this matter to ******** to provide a resolution to our customer. ********************** 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:11/17/2022
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 side splash for my new vanity and it came in the wrong size. It was their error not mine. The store told me I had to call the online support to return it. The online support refused to return it because they said it's a low price item $18 and it's not worth the cost for them to send out a shipping label so therefore I'm suppose to eat the cost or drive to the Home Depo store to return it (which is 50 miles round trip and a 40 minutes drive one way) and the store will not accept returns from the online store. I asked if they would credit my HD Card and they said No. The lady (******) on the phone was rude to me. I ask to speak to her supervisor that she claimed she was getting her info from and I was disconnected. In addition this was not the only problem I had with the store itself. I bought a vanity that was damaged, I had to return it for another, got home the top was broke had to exchange again all at my expense. Never once did they offer any compensation and I ask for compensation since I live so far away and was told NO they don't do that but the online people says they do.Business Response
Date: 11/23/2022
November 24,2022
Attn: Ms.***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** Tower, Suite 900
*******, ** 30303RE: *********************** / 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 regarding their Experience with our company.
Home Depot store team has informed that a refund has been process for this merchandise order.
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 of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.
************
The Home Depot Executive Escalations
SF-30738413Customer Answer
Date: 11/29/2022
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:11/17/2022
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 contracted The Home Depot at ******************************************************************************************** (Store ****). The address is not listed on the BBB complaint page. Contract was 4/20/2007, payment 4/27/2007, deck completion 9/9/2007. Home Depot provided **************** Warranty. Lifetime warranty 1 "The most basic and essential ingredient in a Designer Deck(R) is the wood we use...US *********** *** (the Home Depot approved contractor on this warranty) will replace any of its products within the warranty period due to failure caused by rot wood decay, or termite damage". I visited the same Home Depot store 11/3/22; no one could assist as they didn't keep historical records. On 11/4/22 *************************, Branch Installation Manager of Northern ******** contacted me for my contract documents. (I have it all). I scanned and sent to him later that same day. On 11/8/22 he stated "We typically deny warranty claims that exceed *********************************************************************************************************************************************************** your concerns. I have authorized a $1,500 Home Depot gift card to be issued to you to assist in getting your deck repaired. I have attached the required paperwork to settle your warranty claim. Please review and sign at your convivence." This obviously conflicts with warranty. Due to the type of wood rot, under decking and the deck is only inches off the ground, it would require removal of the decking just to determine extent of damage. He knew it would cost more then $1,500, thus trying to pay me off without even visiting the house to review. This damage only appeared in the last month, I immediately visit Home Depot week I discovered, the deck is sagging on parts and is unsafe. I expect them to send a deck installer to the house, review and come up with a plan to address, and rebuild to code as warranty claims free of charge. I have more files, attached: warranty, credit paid, layout, acceptance, agreement, photo.Business Response
Date: 12/15/2022
December 15, 2022
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *********************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their decking.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding his deck. The Home Depot has investigated this matter and has requested that the customer send in photos of damaged product so that an appropriate offer can be given. Our customer has advised he will follow up mind ******* with how he would like to proceed. The Home Depot considers this matter in progress.
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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 12/19/2022
I have accepted Home Depot's offer of settlement, yet it may take a couple of weeks for payment to be provided. I request BBB leave this open for another couple of weeks to allow complete payment rendered.
Thank you,
Initial Complaint
Date:11/17/2022
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 purchased an over the range replacement microwave oven for one of the same brand that was 10 years old. They were told to install it to vent outside and they could see that the old one was already vented to the outside. I wasnt present at install and did not catch them purposefully install the new microwave incorrectly and they took the old microwave. They refuse to return my microwave and refuse to take the new microwave back. They refuse to reinstall the new one correctly saying that it can be done but they refuse to do it. The microwave is basically unusable because if I use it to vent the range it is over, it throws the smoke back into the house instead outsideBusiness Response
Date: 11/23/2022
November 23, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
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 while shopping with our company.
The Home Depot has reviewed this case and has reached out to all parties involved. The following events have taken place to resolve the customers issue.
11/18/2022
Email sent to customer advising ****************** fee was refunded as compensation already due to our teams not being able to do a vent out install only basic installations. Call attempted to customer, no answer.
11/21/2022
Email sent again regarding resolution of compensation already given and unable to complete complex install. Second call attempt made to customer.
11/22/2022
Sent final contact email to customer allowing until 11/23/2022 to respond before we close case. Final contact attempt made to customer.
With that being said, ********************** has addressed our customers complaint and consider this case as 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 should you have any additional questions or concerns.
Sincerely,
***************************The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: ******************** F: ************
SF# ********
Please contact *********************** at ext. ***** in my absenceInitial Complaint
Date:11/17/2022
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.
RE: Order# W899471482 Directed at whomever can assist, because it appears your regular points of contacts (chat/phone/store/text) are unable to. Please read this in its entirety to understand my frustration.I placed the above referenced order online and selected scheduled delivery. I did so due to the soonest delivery date not knowing this item (72" Toolbox) will be shipped directly from a store. I realized this once I received an email receipt with a stores info. I immediately contacted the store (*********** Location) and requested they send me a toolbox that has not been removed from the shipping pallet ( As this is the reason I don't want it from a store. They remove the toolboxes from the original ********** therefore making it susceptible to damage). They assured me that I will receive one in it's original packaging (pallet and boxed). Well, delivery day came and I noticed the delivery persons (via video on my security cameras) rolling the toolbox over the curb (where the road meets my driveway, all the way up my driveway to my garage door where I requested them leave it, as I was not home.Needless to say, the unit did sustain damage. To the wheels and the box itself. This was a gift for my son for his art setup, meaning it will be placed inside my home. I paid for a new product, so I expect it to be in new condition. Ok, so here is the when the real problem started. I immediately contacted customer support chat via the channel I purchased the unit (ONLINE) and they allegedly setup a pickup for return for Nov. 16. Well I stayed home from work to ensure the item was picked up. Guess what...NO ONE SHOWED. NO ONE CALLED. I missed work yesterday, meaning I missed out on a day's salary...FOR NOTHING. At the end of the day I did the text option for customer support. The rep apologized and stated I will be refunded once the box is received by Home Depot. I told them it was scheduled for pickup and no one showed or called. He then proceeded to tell me I need to contact the store directly. My response was for them to do it, since I have no faith in getting any assistance from store employees as no one ever knows what's going on. He agreed and contacted the store, and well, the expected happened, he got nowhere with them. I have attached photos of damaged product, including snapshot of drivers rolling it up the driveway, pic of damaged ********** ************ of my most recent contact. My ask of you is please make something happen here. I need my ********** have no space to store a damaged 72" toolbox and will be rolling it out front for the metal recycle guy to pickup by end of day if I cannot get help. Also, I cannot miss another days salary waiting for no one to show. I do not take joy in going to the top to get a fast resolution, as I understand the chain of command, but when I have nowhere else to turn to and no more time to waste, it really leaves me no choice.Customer Answer
Date: 11/23/2022
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:11/17/2022
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 bought a hot water tank and install service from home depot in Dec. 2016. I paid $4210.50 The manufacturer is Rheem The hot water tank is not functioning, it periodically does not provide hot water I contacted the manufacturer and they said because the tank was installed incorrectly there is now pre mature wear and they will not warranty or provide support on anything because it was installed incorrectly. This machine will not last as long as it should now because of this install issue I would like a replace unit that is installed correctlyBusiness Response
Date: 12/07/2022
December 7,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & 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 customer had a water heater that was not ********************** correctly. After speaking with our team and FSR, a site visit will occur January 10, 2023 at 10:30 AM. The customer agreed and we await the results of whats to come.
This case will remain open until resolution is found.
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:11/17/2022
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 purchased a dishwasher August 2020. Bought the 5 year protection plan. Dishwasher stopped working in spring 2022. Home Depot sent out the repair person 4 times who made repairs each time. None of the repairs repaired the machine. It still does not work. I have called the warranty line repeatedly. Each time the representative promised to send a refund within ***** hours. A refund has not been sent. How can I hold them accountable?Business Response
Date: 11/28/2022
November 28, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: *********************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************** regarding his refund. The Home Depot has investigated this matter and has approved our customer for a refund of their appliance. ********************** 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 11/28/2022
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:11/17/2022
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.
Good day, I am submitting this BBB complaint as I have been unsuccessful in reaching a resolution with Home Depot. At this time, I feel I have gone above and beyond to achieve a satisfactory resolution with Home Depot's call center and local store management and am kindly requesting a corporate representative contact me regarding this matter. So far 2 refrigerators have been delivered damaged and I have unsuccessfully attempted "multiple times" to schedule a 3rd replacement. Besides being given the runaround, this purchase has resulted in a significant monetary loss due to having to take off work and having to go without any appliance for a week. Please see all 5 attachments which provide additional information regarding this issue as I do not wish to make all aspects of this complaint public at this time. Thank you for your time and assistance,*Business Response
Date: 11/28/2022
November 28, 2022
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***************************/ BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding his order. The Home Depot has investigated this matter and has processed a no cost order for our customer on a replacement appliance. ********************** considers this matter resolved as delivery is set for 12/03/2022.
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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:11/17/2022
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.
Your Home Depot Order WB29257177 has been delivered. Reply ***** to opt-out Item was stated as delivered but I did not receive the item. Spoke with Home Depot who said it is out of thier hands and blamed it on NSD shipping. NSD shipping told me to take it up with Home Depot. Im stuck with a 500 dollar bill for a tool chest that was not delivered. No evidence of delivery by any of the three ring cameras looking at my driveway. My neighbor was also outdoors perfoming yard work and stated he did not see any delivery trucks during the stated time of delivery. Believe I have just been scammed.Business Response
Date: 11/21/2022
November 21, 2022,
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: *****************************/ BBB Case #:18417306
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #: 18417306
On behalf of The Home Depot, I apologize for any inconvenience our valued customers may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and our Online Executive Escalations team has contacted the customer and the customer order has been delivered. The customers order was delivered on 11/18/22.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
SF Case# ********
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