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:11/04/2025
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 recently in explicitly banned my online account. I do not believe I have violated the **** in any form as all purchases I made at Home Depot are used my personal credit card and used for my own. Ive spent hours to trying to talk to some customer ********************** representative on why this occurs, but none of the representative could provide me an explanation and keeps bouncing my call between multiple organizations. The claimed to opened several tickets for investigation on my matter, but I havent heard back from them and all those tickets get closed with no explanation either. This is super frustrating experience. I need Home Depot to either restore my account access, or completely remove my personal information from their system to avoid information leaking. But they refused to do either.
Business Response
Date: 11/14/2025
November 14, 2025,
Attn: ****** *****, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*****************
RE: **** ****/BBB Case #********Dear Ms. ************
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
The Home Depot has carefully reviewed all aspects of this matter. Our Online Executive Escalations Team contacted the customer to apologize for the inconvenience. After a thorough investigation, it was determined that the customer has been restricted from conducting online transactions due to violations of policy. This information has been communicated to the customer.They may still complete purchases in person at any Home Depot store.
At this time, Home Depot considers this matter resolved.
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,
****** *.
Home Depot-Customer Care
Executive Escalations
SF Case #********Customer Answer
Date: 11/14/2025
Complaint: 24104480
I am rejecting this response because:I asked the business to completely remove my personal data from their database. But they refused to reply with my request.
Sincerely,
**** ****Business Response
Date: 11/14/2025
November 14, 2025,
Attn: ****** *****, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*****************
RE: **** ****/BBB Case #********
Dear Ms. ************
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
The Home Depot has carefully reviewed all aspects of this matter. Our Online Executive Escalations Team contacted the customer to apologize for the inconvenience. As previously mentioned after a thorough investigation, it was determined that the customer has been restricted from conducting online transactions due to violations of policy. This information has been communicated to the customer. They may still complete purchases in person at any Home Depot store.
At this time, Home Depot considers this matter resolved.
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,
****** *.
Home Depot-Customer Care
Executive Escalations
SF 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.
I had purchased a new bathroom vanity in May and had it installed July. By September the vanity was ruined and damaged. I was refunded my money but paid a plumber $1200 to install the vanity. Home Depot is refusing to instill my vanity free of charge or refund me the amount so I can have another plumber install the new one.Business Response
Date: 11/07/2025
November 7, 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. Ms. ******** was apologized for her experience with the vanity and defectiveness of the merchandise. Furthermore,the customer requested a refund for her *************************************** that were done by a third-party company and unfortunately, we have to respectfully deny *********** request. The Home Depot liability was with the vanity which was fully refunded back to her and per our installation policy, we are unable to reimburse those fees. 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: 39584693 ELT Case #********Initial Complaint
Date:11/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a refrigerator from Home Depot back July 5 of 2025. They delivered it July 11 no issues until the month of September when Ikept hearing beeping noises so I called Home Depot to have someone come out to check it unfortunately the gentleman it wasnt beeping at the time so the gentleman nothing 10 days later September 25. The refrigerator died. I first get on on the 25th with Home Depot and do a live chat which intern said that they had to contact Frigidaire was their first step. took over five days in order for someone to contact me to let me know what was happening. They finally got someone out at my houseon October 2. Excuse me they had someone call me October 2. Someone came out on October 6 ordered part and then came back out on October 14 15 and 16th. I called the company that came out with no reply because on the 14th when they came out, the problem was not fixed.They had to wait to see what Frigidaire wanted them to do on the 16th. I recall Home Depot again in turn to be passed off Because they didnt want to be bothered and made me another ticket instead of trying to solve my problem in turn I have lost food. *** had purchase food out because Im not having a refrigerator for over five weeks which has been a major inconvenience to me finally on October 24 reimbursed me the money for the refrigerator since Ive been five weeks without one, Home Depot has done nothing I cant contact anybody in the corporate office. Cant leave a review anything its been very disappointing for all the money that I have been out on a refrigerator that I only had for 10 weeks.Business Response
Date: 11/11/2025
November 11th 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
****** *******/BBB Case 24103767
Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 24103767
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance.
No further actions needed; closing case.
We confirmed customers email address, provided expectations, and issued $350 eGiftcard.
We offered customer a $350 Home ********************** Gift Card to compensate food loss as well as for improvement of customer satisfaction; customer accepted and appreciated the gesture.
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# ********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.
Sincerely,
****** *******Initial Complaint
Date:11/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Cub Cadet riding lawnmower, delivered on June ******* from Home Depot. I did cut my grass from late June until 9/9/2025, when I had my grass reseeded. The lawnmower was parked in my shed. I went to cut the grass yesterday and could not start the lawnmower (owned only 4 months and under warranty ) I needed to charge the battery. Then tried to start and the plastic k*** on the gear shift (my best guess) broke off. I am a 74 year old women and I do not have the strength to rip off that k*** Called Home Depot and was directed to Capital Repair services. The man I spoke with was rude, offered me a number of a trucking company I could hire to bring the lawnmower in for service. (comparable to asking me to bring in my refrigerator for repair) He also informed me it may not be covered under my warranty. 4 more calls to Home Depot, I was told I would be able to get a refund, I was okay with this. Called to set up a pick up of the broken lawnmower. Called back and this that time was told I would get a replacement and to call back to set up a pick up/exchange.I was okay with this too. I called again( to a different number) to set up a pick up and was referred to Capital Repair Services to have repaired. Again, I have had this lawnmower only 4 months. I believe that it broke due in part because the lawnmower was sitting outside in their parking lot, put in a truck and delivered to me. (not new in a box) It was slightly rusted and a small crack in the plastic cover, which cracked more after use.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 apologized to Ms. **** for her experience with the defective lawn mower. Furthermore, we partnered with the local store manager to assist the customer with having the merchandise transported to the repair center for service. The customer has our direct contact information should additional assistance be needed. No other 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: 39584687 ELT Case #********Customer Answer
Date: 11/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date: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 am filing this complaint regarding a Whirlpool WRS321SDHZ refrigerator, purchased from Home Depot on September 10, 2025 (Order #WG98553851). The refrigerator completely failed after only 40 days of use.Whirlpool created Repair ID #****** under warranty, but the assigned service provider cannot complete the repair for 10 days or more. This delay is not acceptable and poses a serious health and safety risk, as the refrigerator is used by an elderly woman with stage 4 cancer who depends on it to store food and medications safely.We contacted both Home Depot and Whirlpool, but neither party has been able to provide a reasonable or timely solution. ********* has declined to expedite the repair or offer a replacement unit, leaving us without a working refrigerator and without recourse.This is a brand-new appliance that failed within its first 40 days, clearly an early product defect under warranty. Given the medical circumstances and Whirlpools inability to provide a timely repair, we are requesting that Whirlpool immediately replace the refrigerator or authorize a full refund through Home Depot.Details:Model: Whirlpool WRS321SDHZPurchase Date: September 10, 2025Order #: WG98553851 (Home Depot)Repair ID: ***********: Complete failure after 40 daysRepair Delay: 10+ daysWhirlpool and Home Depot contacted with no timely resolutionWe expect Whirlpool to take immediate action to replace or refund this defective refrigerator and ensure no household, especially one with medical needs, is left without cold storage for this length of time.Desired Outcome: Immediate replacement or refund of the defective refrigerator due to early failure and urgent health hardshipBusiness Response
Date: 11/11/2025
November 11, 2025
Attn: Ms. ****** ******
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ***** ****** BBB Case # ********
*************** ******,
We acknowledge the receipt of the *************** Consumer # ********After partnering with our Online Resolutions Team, we confirmed that a no-cost replacement refrigerator was processed and scheduled for delivery on November 8, 2025. The customer was satisfied with the resolution and declined additional follow-up, and the case has been closed.
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 customerspatronage and looks forward to servicing their future home improvement needs.
Sincerely,
******* S
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: *********************
F: ************
SF# ********Initial Complaint
Date:11/03/2025
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 October 19, 2025 I placed an order with Home Depot for a 72 drop-in whirlpool bathtub (Order #WH12470792). I was given an explicit promised delivery date of October 27, 2025. Between October 19 and November 3, I communicated multiple times with Home Depot customer ********************** and was repeatedly told the product was in the warehouse and that delivery would occur the next day. Those assurances were given by multiple representatives on multiple occasions and were relied upon in scheduling an already-booked home renovation and contractor work.Despite these repeated, explicit assurances that the product was available and imminent for delivery, the item never arrived. Approximately fifteen days after the order (on or about November 3, 2025) I was informed that the item was in fact out of stock. A refund for the order was then processed by Home Depot on November 3, 2025.Home Depots repeated and affirmative statements that the product was in the warehouse and arriving next day were decisive representations on which I reasonably relied to proceed with scheduled renovation work. Those statements were false and directly caused measurable financial harm. By repeatedly promising delivery that did not occur and then only stating the item was out of stock after many days of reassurances, Home Depot engaged in conduct that appears to be a misrepresentation of product availability and fulfillment practices. Such conduct is precisely the type of conduct the state protects consumers against as deceptive and unfair trade practice(s). It is also relevant to the federal Mail, Internet, or Telephone Order Merchandise protections which require sellers to ship within the promised time or obtain the buyers consent to delay and/or promptly refund.I am seeking An investigation into Home Depots representations and fulfillment practices in this matter.Business Response
Date: 11/13/2025
November 13, 2025
Sent Via Email
Attn: ********************************** Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: **** ***** /BBB Case #********
Dear Ms. **************** acknowledge the receipt of the BBB Case #********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his Whirlpool bathtub purchase and experience with our company.
The Home Depot has reviewed this case and offers the following resolution. I partnered with our Online Executive Escalations Specialist ***** ******** who advised she contacted customer on 11/4/25 and apologized for the lack of communication with the delivery status and confirmed we will also be handling the BBB case he submitted. We sent Mr. ***** an email with our contact information, and he will provide us with the model number tub he would like to purchase. We have agreed to provide him with a markdown to price match his original order or will provide a gift card to use towards the purchase of the alternate model.
On 11/5/25, we placed new order CN38656603 for the tub, drain and heater using gift card order OCN100816184. We emailed customer and advised we will monitor the order until we can confirm all items have been successfully delivered. A Home Depot E-gift card in the amount of $500 was processed for customer on 11/7/25 along with gift card order number OCN100988196. We emailed him the card has been sent and confirmed the new order will be delivered partially today with the tub set to arrive on Monday.
On 11/12/25, a call was made to customer to confirm he received all the items on his order in good condition, and nothing further is needed. We left a voicemail and followed the call with an email.
If any further assistance is needed, please contact ***** ******** at **************************.
With that being said, The Home Depot does not consider this matter closed and will provide all updates.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Mrs. ***** ******
The Home Depot - Store Support Center
Executive Escalations, Customer Solutions Team
SF case number ********Initial Complaint
Date:11/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I attempted to order 6 light fixtures - Ashhurst 1-light Wall Sconce. The price for one is $18.97. Below it says - Buy One, Get One 50% Off. That does not, however, mean if I order 6, 3 are $18.97 ea, and 3 are $9.49 ea!It means you can buy another item such as a light bulb 50% off!Business Response
Date: 11/07/2025
November 7, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******* *******/BBB Case #********
Dear Ms. **************** acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding
with our company.
The Home Depot has reviewed this case and offers the following resolution. I partnered with our Online Executive Escalations Specialist ****** ***** advise **** reached out to customer on 11/4/25 via phone, left a voicemail and sent an email. On 11/5/25, we received a response from the customer via email. customer requested the 2nd light fixture to be 50% off. After reviewing the product details on our website, we confirmed that to receive the 50% discountwhich applies to light bulbsyou must click Shop this Offer during the purchase process. Customer advised he would return the product in store and will close the **** account as the customer states the information is deceptive.
On 11/6/25, we apologized per the overall experience. We advised Our Buy One, Get One 50% Off offer applies to qualifying items as outlined in the promotion details.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Mrs. ***** *.
The Home Depot - Store Support Center
Executive Escalations, Customer Solutions Team
Phone: ************************
Fax: ************
SF case number 39580108Customer Answer
Date: 11/07/2025
Complaint: 24102195
I am rejecting this response because: The statement Buy one, Get one 50% off means the SAME item. I talked with a Home Depot representative today ******** ******* (phone ************) who agreed with me. She offered to honor the order of 6 light sconces, 3 at $18.79 and 3 at $9.40. If that order is honored, I will consider the complaint closed, but not until.
Sincerely,
******* *******Business Response
Date: 11/11/2025
November 11, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******* *******/BBB Case #********
Dear Ms. **************** acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding
with our company.
The Home Depot has reviewed this case and offers the following resolution. I partnered with our Online Executive Escalations Specialist ****** ***** advised she reached out to customer on 11/4/25 via phone, left a voicemail and sent an email. On 11/5/25, we received a response from the customer via email. customer requested the 2nd light fixture to be 50% off. After reviewing the product details on our website, we confirmed that to receive the 50% discountwhich applies to light bulbsyou must click Shop this Offer during the purchase process. Customer advised he would return the product in store and will close the **** account as the customer states the information is deceptive.
On 11/6/25, we apologized per the overall experience. We advised Our Buy One, Get One 50% Off offer applies to qualifying items as outlined in the promotion details. Customer sent a rebuttal on 11/7/25. ****** advised she contacted customer to follow up to see how he would like to move forward with the approval. We offered to assist with the new order or to honor a gift card in the amount of $30 to cover the discounted cost for 3 wall sconces. Customer accepted the gift card via email to apply to the purchase. Gift card confirmation #OCN101266944 $30 via email.
With that being said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Mrs. ***** *.
The Home Depot - Store Support Center
Executive Escalations, Customer Solutions Team
Phone: ************************
Fax: ************
SF case number 39580108Customer Answer
Date: 11/12/2025
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:11/03/2025
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 have a complaint regarding my incident today here at ***** NE store located on *******************************. On Nov 3rd, I went to store and needed some help in wood cutting area. I told to ****** and they intercom the same. I saw the guy in that area and as soon as he saw me, he wanted to leave and told me that he will be with me shortly and left. I waited for like 15 min, he never came back. I went back to the cashier and told him again on this, they asked someone for help in wood cutting area, no body came. My called local store number, told them about it, they said they will send someone, nobody came. After like ***** min, I called again on front desk over the phone and they apologized and said they will let manager know so they can send someone. Right away someone else came and helped me. As I was leaving, I saw that same employee hiding in aisle and trying to avoid work...I would like to escalate it so he can get proper feedback. He was African American, short guy with long braided hair.Business Response
Date: 11/13/2025
November 13, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
*****************
RE: Prince ***** / 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 upper store leadership, and his concerns were addressed. The customer has been advised that if he's not getting assistance promptly, he should ask the manager on duty, who will be happy to help.
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: 39580111Initial Complaint
Date:11/03/2025
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 received a $500 gift card at my retirement dinner last October 2024. Today I decided to purchase a new tool for home, went to the Ankeny Home Depot where the card was purchased last year the sales associate took the card and removed the coating covering the card number tried to run it thru the sales and it was declined. O balance left on a brand new never opened card holder. They took me to the manager and she tried and said it was already used last November in **********. I asked about a credit and they said they would check into but thought I was out of luck. I gave them my contact info they said they would call me back and I havent heard from anyone. I did the ***** number they said it up to the store where it was purchased.Business Response
Date: 11/11/2025
November 11, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
****************************************************************************************
*****************
RE:*** *******/ BBB Complaint #********
Dear Kaylee,
We acknowledge receipt of BBB claim #********. On behalf of The Home Depot and myself, I want to extend our sincerest apologies for the inconvenience our customer experienced with redeeming a gift card.The Home Depots Executive Escalations Team conducted a thorough review of this complaint and engaged all relevant parties. I reached out to our ***************** They investigated the purchase and transactions associated and advised to replace the gift card, which has been done, after speaking with our customer.
With this resolution in place, The Home Depot considers the matter addressed and closed.
Please know that our goal is to ensure every customer is satisfied with the products and services we provide. We value our customers patronage and look forward to supporting their future home improvement needs.
Best regards,
***** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor- Executive Escalations
P: *********************
F: ************
SF#: 39579248Initial Complaint
Date:11/03/2025
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 did not receive a monthly statement and tried contacting the number on an old statement and the number on card and was unable to reach anyone.. I contacted the store to get support for this matter and I was only passed ******* from the store manager ****. I ended up having to drive to the store and speak with **** personally to get any further information. The **** person was very unhelpful until I asked him for his district representative only then he started trying to help. A bank they used was finally contacted and a person named ****** refused to email my statement over to the store manager after asking several times. After no attempt to require my statement I then requested a supervisor and a person named **** refused sending my statement to the managers email so I could get my account paid.. the **** ****** would not give me a reference number for the call or his last name after me telling him I still had not received the email. He said it would take one to two hours which I have never heard of such.Business Response
Date: 11/12/2025
November 12, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
*****************
RE: ****** Indeed ******** / 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, as per the ******** escalations team, we researched the customers account and found that we have not been notified by the US Postal Service of any problems that would have prevented the customer from receiving their statement. We confirmed that the statement request from the customer on November 3, 2025, was completed successfully, and it was confirmed that all **** policies were followed during the customers contact with us. At this time, the customers request for compensation has been respectfully denied, and a formal denial letter has been sent to the customer via email. We 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 should you have any additional questions or concerns.
Sincerely
********* *.
Executive Escalations
Phone: ************************
Reference Number: ********
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