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:11/03/2025
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 Nov.03, 2024, I purchased an Air Compressor at Home Depot at S. Okc. (***************************************) with 2 Yrs Protection plan. However, The compressor failed to operate and I took it back to the store on Oct. 02, 2025 to get some assistance. Unfortunately, the two (2) assistance manager stated they had nothing to do with the protection plan, and told me to contact the ***************************************************** for the resolution.I contacted the hdprotectionplan/************ several times. However, there's no response nor any action taken place.I believed, this is the **** planned by the Home Depot to defaulted the customers.If HD does not planned to honored their commitment to protect the consumer products with the protection plan. I'll let the others be known as well.Either replaced my air compressor; or I'll take further action.
Business Response
Date: 11/13/2025
November 13, 2025
Attn: ****** *****, Customer Experience Specialist
********************** Serving *************,
****** & NE ************;
*************************************************************;
**********************;
RE: ***** **** / BBB # ********
Dear ****** *****,
We acknowledge receipt of a Better Business Bureau Consumer Complaint # ******** and provide the following response.
On behalf of The Home Depot, we sincerely apologize for any inconvenience the complainant may have experienced with their purchase.
The Home Depot carefully reviewed and investigated this matter and had contacted our customer via phone and email. We sent a request for service to Allstate who administers this customer's Home ********************** Protection Plan. ******** made several attempts to contact this customer to assist. We nor ******** have been able to reach our customer and have not received a response.
The Home Depot has performed due diligence and considers this matter closed. However, we are happy to help if the customer replies back to us or Allstate.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** *.
The Home Depot | Customer Solutions
Executive Escalations
Case: 39577431Initial 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 went to home depot to buy flooring, the employee told me there is a promotion for the new credit card and with the amount I want to buy I will get ************************************************************************************* for 18 months no interest. 10 days later the card came and said I only get 6 months no interest. I contacted them they refused to give me the answer and blocked my online account, I can't make a payment, I can't login, I can't reset my password. Such a terrible scam for a big brand like this.Business Response
Date: 11/12/2025
Nov. 12, 2025
Attn: ***************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: ***** ***** / BBB complaint # ********
Dear Ms. **************************** 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 while shopping with The Home Depot.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. ******** (************), **, is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to ******** accordingly. After the review and investigation by ********, the customer will receive a response directly from them.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** *.
Executive Escalations
Reference Number: 39577453Customer 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 ordered a refrigerator and received a price match The refrigerator was to be delivered along with a dishwasher The delivery people showed up stating they were here to install dishwasher but didnt have a refrigerator The two delivery people said they needed to see where the dishwasher should be installed came to my kitchen and started taking pictures of my cabinet and floor and speaking only Spanish When I kept asking them why they were taking pictures one stated YOU CABINET AND FLOOR NEED TO BE CUT I have a dishwasher in the space and I stated I didnt understand why my floor tile needed to be removed They never took the dishwasher off the truck and they didnt deliver the refrigerator I see my Home Depot has a charge for the refrigerator I am 75 years old and not well I have tried to speak to Home Depot but all I get is telling my issue and then being told Im being transferred and put on hold One of the delivery men was polite and apologizedBusiness Response
Date: 11/11/2025
November 11, 2025
Sent Via Email Attn: Ms. ****** ***** Customer Experience Specialist ********************** Serving ********************* & **********************************************************************************************************************************************
RE: ***** ******** / BBB Case #: ******** ***************** acknowledge the receipt of the BBB Case #: ********.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who spoke to the customer directly. She confirmed that the dishwasher was refunded. We informed her based on the jobsite (cabinets are wet and possible corrosion and/or tile issue) that we were unable to complete this for her. She states that the delivery agents were rude and ignored her when she asked questions but repeatedly took photos without her permission. We apologized; the customer states she may order the unit again and have a handyman install.
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,**** **** The Home Depot - Customer Care Resolution Expeditor- Executive Escalations P: *********************** F: ************ Case #: 39574276
Initial Complaint
Date:11/02/2025
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.
My account has seemingly been banned and I have tried to contact support several times to remedy this with no luck. I even tried deleting my accounts and making a new one and that didnt even ******* phone number, address, email, and payment methods all seem to be blacklisted and no payment method will go through at checkout. I get the response: We couldnt process your payment. Please try a different card or select another payment ********* matter what card I try I will get that response.I dont believe I have broken any polices or rules and I am not a reseller. I work in the trades and order from Home Depot frequently. I would really appreciate my account and info to be unbannedBusiness Response
Date: 11/14/2025
November 14, 2025
Sent Via Email
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
****************************************************************************************
*****************
RE: ***** ******* | BBB CASE#: 24096699
Dear Ms. **************** acknowledge the receipt of the BBB CASE: 24096699
On behalf of The Home Depot, I apologize for any inconvenience experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We received an email from the customer stating that they can access ********************** profile.
With that said, we have addressed the customers concern and consider 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 if you have any questions.
Sincerely,
******** *.
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 11/19/2025
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:11/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/5/25 online purchase - Whirlpool Front Washer for $698.00. The order included - Haul Away Your Old Appliance for $50.00 and M925 Stainless Steel Washer Hose for $36.98.The washer was delivered on 10/8/25 but could not be installed. The delivery person asked to remove door frames in order to haul the old appliance and install a new one. He gave me a number to call once this was done. I called on 10/9/25 to schedule installation and removal of the old appliance since the door frame issue was addressed. They scheduled installation for 10/10/25, I was told I would receive an email with window time that they would show up. They didnt send an email or showed up. On 10/10/25 Called and the customer ********************** *** said that it would be rescheduled for 10/13/25, but could not explain the reason for the no-show. To expect an email/text with the window time. Instead of getting a window time, on 10/11/25, I received an email stating that my order was cancelled and that I would receive a refund in 3-5 business days. I waited for further emails to schedule appliance pick-up and get my refund, but nothing happened. In the meantime, I received the Home Depot credit card bill for the washer on 10/17/25. The same day at 9:36 p.m. I called and was told to call back during business hours, that the issue was that they needed an installation kit and had to contact Whirlpool.On 10/20/25, called and asked for a full refund. A case was created, and I was assured that I would receive communication regarding pick-up and refund within a week. On 10/27/25 I called because no refund was issued. I was told that it would take up to 90 days to receive the refund. When I said that this was unacceptable, the person retracted and said I would not be liable for the credit card balance or any interest while the case was being reviewed and that I would be able to get resolution by the end of the week. I keep getting conflicting information I need resolution to this matter as soon as possible.Business Response
Date: 11/13/2025
November 13, 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. After researching the order, we were able to schedule a pick-up of the defective merchandise and provide a full refund for the customer. A customer satisfaction gesture of goodwill was sent to *************** ****** via mail. Customer is advised to contact the case agent directly should they have any questions. 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: 39571290 ELT Case #********Customer Answer
Date: 11/15/2025
Complaint: 24095699
I am rejecting this response because:The original amount charged to the Home Depot Credit Card was $869.92, as per attached receipt that was sent by Home Depot, the amount that will refunded is $780.92. I am also being charged a late fee for $29 when I was told that I would not need to worry about the balance in the card while the issue was being investigated I need to receive full amount for what had been charged $869.92, dismissal of late fee charge of $29.00 and not have any negative impact on my credit report to consider this matter resolved.
Sincerely,
Yudelkys De Los ******Business Response
Date: 11/19/2025
November 19, 2025
Attn: Kaylee *****************
Customer Experience Specialist
**********************
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. After researching the order, we were able to schedule a pick-up of the defective merchandise and provide a full refund for the customer. Furthermore, we sent an email showing the delivery service and haul away fees were removed, which were the last items on the order that werent originally taken off. We have confirmed that there is a zero balance now. Also, for further questions regarding The Home Depot credit card charges and interest rates, the customer must call Consumer Credit ********************. 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: ******** ELT Case #********Customer Answer
Date: 11/21/2025
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,
Yudelkys De Los ******Initial Complaint
Date:11/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/1/2025 I purchased kitchen countertop and backsplash and the services to remove the existing ones and install the new ones. The ** number is F54463337. I paid the full price in advance. A few days later, the Home Depot sales person told me she forgot to add some of the material and services to the quote and asked for additional payment to add those. I signed that order (** ********) as well and paid that amount in advance.When the Home Depot's contractor countertop company called to ask for a measurement appointment, they explained that they would demolish the existing countertop/backsplash first and that I would be without a functioning kitchen for at least 2-3 weeks. I was not given this information when Home Depot was making the sale. I was told the demolition and installation would take 2-3 days.I called the Home Depot installation coordinator, she did not pick up. I sent an email. She called me back and said Home Depot could provide a temporary sink after demolition. The sink by itself is not useful without a countertop for me to cook in my kitchen.I emailed the sales manager to ask for a solution. He did not reply my email. I called him and left a voicemail. When he returned my call, he said he would find a solution and get back to me. He did not call me back. I called for the second time and left a message. When he returned my call, he said Home Depot would also provide a plywood in place of the removed countertop. I agreed to this and asked him to help with the next steps. He said he would get back to me. He did not call me back. I called again for the third time, he did not pick up and I left another message. After multiple calls, there is still no solution and the installation is still not scheduled as of 10/31/2025.Business Response
Date: 11/07/2025
November 7, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: Yasin ******/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 Installation Service Team reached out to the customer to address their concerns further. Mr.****** was apologized to for the misunderstanding regarding his upcoming kitchen project. The installation coordinator advised the customer of next steps and that they will provide a temporary sink for use while the countertop is being fabricated. This is standard procedure for this particular project. It was noted that Mr. ****** understands and will continue to move forward. The customer solution department will continue to monitor the case with the installation office.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-***** *.
The Home Depot ************** Executive Escalations Team
Case: 39570942Customer Answer
Date: 11/13/2025
Complaint: 24095217
I am rejecting this response because: even though Home Depot offered to install a temporary sink and I have accepted that, every day I am learning about new things I need to do myself. None of these were explained during the sale. The last thing I am asked to do now is to move all the appliances out myself before the demolition of the existing countertop. Home Depot told me they would take care of everything in this project except for reconnecting of the plumbing after the installation. Today is Nov 13 and there is no progress on this project at all.
Sincerely,
***** BaskanBusiness Response
Date: 11/19/2025
November 19, 2025
Attn: Kaylee *****************
Customer Experience Specialist
**********************
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 Installation Service Team reached out to the customer to address their concerns further. Mr. ****** was apologized to for the misunderstanding regarding his upcoming kitchen project and lack of follow-up. Our office received an update today from ****** the Field Director of Services, who confirmed that he spoke directly with Mr.****** and was able to address all of his concerns in full. After discussing the required procedures and next steps for completing the project, the customer elected to cancel at this time and revisit the project at a later date. We are sorry that the customer has chosen to postpone the project, but we respect his decision. He has been advised to contact our branch office once he is ready to move forward. 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-***** *.
The Home Depot ************** Executive Escalations Team
Case: 39570942Customer Answer
Date: 11/21/2025
Complaint: 24095217
I am rejecting this response because Home Depot's response is only partially correct.***** ****** (Field Director of Services) from Home Depot told me they would cancel the project and refund my money. As of 11/21/2025, I got refunded only $3,318.40, but my total payment was more than $12K. Home Depot is doing everything they can to lose me as a customer for life.
I would like Home Depot to accept that they did not live up to their promises and refund me the full amount.
Sincerely,
***** BaskanBusiness Response
Date: 11/26/2025
November 26, 2025
Attn: Kaylee *****************
Customer Experience Specialist
**********************
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. As previously stated, The Home Depot Installation Service Team reached out to the customer to address their concerns further. Mr. ****** was apologized to for the misunderstanding regarding his upcoming kitchen project and lack of follow-up. Our office received an update today from ****** the Field Director of Services, who confirmed that he spoke directly with Mr. ****** and was able to address all of his concerns in full.After discussing the required procedures and next steps for completing the project, the customer elected to cancel at this time and revisit the project at a later date. We are sorry that the customer has chosen to postpone the project, but we respect his decision. He has been advised to contact our branch office once he is ready to move forward. As of 11/26/2025, the branch office notified our office and advised that the customer confirmed that they have received all credits. 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-***** *.
The Home Depot ************** Executive Escalations Team
Case:39570942Customer Answer
Date: 11/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** BaskanInitial Complaint
Date:11/01/2025
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 a licensed contractor and long-time Home Depot Pro customer, spending over $50,000 annually. On 10/23/2024, I was expecting delivery of Order #WH12479341 (hardwood flooring). I received an email stating the order had been delivered, but no product ever arrived.I immediately contacted Home Depot Customer **********************. Over the next week, I received multiple written updates promising resolution:10/28: I was told the issue was being investigated and I would receive an update within 4872 hours.10/29: I was told the delivery team had received two pallets and the rest would arrive Friday, with a delivery call that morning.10/31: I was told again that delivery would occur today.None of these statements were true. No delivery ever occurred, no call was ever received, and my case was closed as resolved with no contact or resolution.This has caused major disruption to my business my clients have been living in their living room for over a week waiting for this flooring, and I have lost significant time, credibility, and income.I have repeatedly requested proof of delivery, tracking information, or a refund, but no one has provided any of those. The case was closed without investigation.I am requesting immediate action from Home Depot corporate to:1.Confirm the true status or location of this order,2.Deliver the product immediately or issue a full refund, and 3.Provide accountability for the repeated false updates and case closure.All correspondence and order confirmations are available upon request.Business Response
Date: 11/07/2025
November 7, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: Sky ********/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 further. We apologized to our valued customer for the mistake made by the delivery agent.Furthermore, after confirming the mishap, we were able to process a refund for the missing merchandise back to the customer credit card on file. Please allow 3-5 business days for your billing statement to reflect these changes. 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: 39570944 ELT Case #********Initial Complaint
Date:11/01/2025
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.
WJ96525015. I placed this online order today for delivery today. I get an email stating it was out for delivery. I then get an email stating unable to deliver. I dont understand. I contacted your customer ********************** online and he didn't have an answer either. He gave me a ***** gift card and rescheduled. What happenedBusiness Response
Date: 11/05/2025
November 5th 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
***** *****/BBB Case 24094917
Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 24094917.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order.
No further action needed. Closing case.
The customer called to discuss the reasoning behind the delay. He stated he was "waiting all day at home" and had to have it rescheduled for Sunday. We reminded the customer that the order was placed in the afternoon and that it takes a few hours to process the request and have it picked up. We apologized for the inconvenience and explained that this is a new process and we are still working out the challenges. The customer stated that he was satisfied.
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: 11/05/2025
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:11/01/2025
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.
The Home Depot has placed a restriction on my account where they no longer allow me to log in to my ** online account. This is a problem because all of my receipts from Home Depot from over the past few years are saved online, so I can't access them in the event I need to submit for a manufacturer's warranty on any products I've purchased.I've texted, called, and emailed the ** customer ********************** lines and the only information they are willing or able to tell me is that my account has a restriction. I am not aware of any violation of terms of service. I'd like The Home Depot to reverse this decision or at least make available my online receipts.****** from ******************************** said the following, "There are many factors that can contribute to a restriction being placed on an account. We do not have specific details. However, we have submitted a ticket and sent your information to our Corporate Security team for review. Please allow 7-14 business days and try to log in again."The message I've been getting at the ** login page for weeks/months says, "We're sorry. There was a temporary technical issue. Please try again later." This is obviously not true, as confirmed by the ******* representative, but rather there is no technical issue, just a restriction on my account.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 Mr. ****** for his experience with his online account. We advised the customer that there are many factors that can contribute to a restriction being placed on an account. We do not have specific details and have involved our Corporate Security for further assistance. 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: 39570943 ELT Case #********Initial Complaint
Date:11/01/2025
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 installed hurricane windows and doors at my house. The windows do not open properly. One of the doors is misaligned. This job has been open for almost 2 years.The matter has gone to the Executive Escalations Customer Solution Team, who has ghosted me since May 2025, and Home Depot is now sending letters demanding ********** *******, the right thing to do is install hurricane windows, but no one seems to be concerned about operation. Doors and windows will pass inspection as long as the screws are in the right place. Fire/Safety is of no concern.Home Depot did not deliver at the price that was promised and did not deliver on products in the contract. Home Depot did send out a repair person to verify the installation problems, but the problems were not fixed.Home Depot had two groups of **********. The first ********** had many problems, installing a door backwards and installing windows that will not open. After installing a replacement door, it does not lock properly. As part of the contract Home Depot sold me a kitchen passthrough. The contractors said they would not install a passthrough. I hired an outside contractor to install it. The vertical windows in the bedroom, I cannot open, creating a FIRE/SAFETY HAZARD, as these are egress windows. Home Depot then sent out two new **********. These ********** also had issues with opening the windows. My husband started taking pictures of the problems. These contractors demanded no pictures be taken while they were working. Those ********** ran out of my house and sat across the street not completing the job.The local store installation manager then came out and agreed the windows were hard to open but said it wasn't his call anymore. Two weeks later, an email arrived, from the Executive Escalations Customer Solution Team, saying nothing would be done to complete the job but Home Depot is now sending letters demanding payment.There are many more details unable to list here.Business Response
Date: 11/07/2025
November 72025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
************************************************
*****************
RE: *** ***** /BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted by our legal department in April and requested to contact the City of ******** or The Home Depot to schedule permit inspection within 30 business days of that letter, as we advised in the letter that we cannot continue with warranty services to the installed products until permit process is completed and the installation is paid for.
As Mrs. ***** did not comply with the letter she is currently in breach of contract. No further action can be taken to address your concerns until the outstanding balance is resolved, and the permit inspection is completed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
******* Head
Executive Escalations
Customer Solutions
Reference Number: ********Customer Answer
Date: 11/13/2025
Complaint: 24093993
I am rejecting this response because: i disagree with 100% with the Home Depot response.
Because Home Depot did not complete the job.Inside Home Depot and outside Home Depot there is a huge communication problem. I even submitted a complaint to the ********************************* and Consumer Services. Home Depot blew them off just like they will not respond to me. Home Depot had agreed to complete a checklist of work that had to be done, to complete the job. Home Depot did not complete the checklist ( their own checklist). There are many many many issues here, too many to list. Home Depot sent subcontractors to work on the job and these contractors could not perform the job of the contractual agreement. Since there is time limit on responding to this, people can look at the complaint sent to the ********************************* and Consumer Services, and that doesn't even have a complete list.
They put doors in backwards, windows with improper seals, not plumb and with the windows not plumb I can not open the windows.
Two contractors hid their faces and ran out of the house when we were trying to take pictures of the windows not functioning properly ( hard to open). Even the contractors had a hard time opening the windows.
This wasn't the first group that came out to install the windows
Bottom line, Home Depot installed windows that create a safety hazard and egress hazard during fire or other emergencies
We tried to address various problems not all listed here. Home Depot would address what they agreed to fix. And just said they were handing it over to their litigation department.
I tried to address this to the City of ********, I was told it did not matter if it took a gorilla to open the windows as long as the screws were in the right place.
We were told to take this up with ********************************* and Consumer Services and the BBB, and I am still getting the run around. Home Depot is claiming the job is done, but by far it is not.
From what the instructions say is I have only 30 minutes to finish this and list all the problems. Its simply not enough time.
Bottom line, Home Depot did not complete the job, and in my opinion Home Depot is in breach of contract.
In my opinion Home Depot and from my experience Home Depot does not do a good job.
Just read alot of the other comments and go on ******* and search, I'm losing faith in Home Depot. Don't forget they blew off the ********************************* and Consumer Services, based on my experience, that's my opinion.
Sincerely,
*** *****Business Response
Date: 11/14/2025
November 14, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** &
*****************************,
*******************************
RE: *** ***** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review the Home Depot has tried over the course of a year and a half to satisfy her with the windows that were installed and has yet to pay for.
As previously stated, and as letter below explains, Mrs. ***** is in breach of contract. No further action can be taken to address your concerns until the outstanding balance is resolved, and the permit inspection is completed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide.
The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
******* Head Executive Escalations
Customer Solutions Reference Number: ********
April 15, 2025
VIA EMAIL
****** *****
*************************************
******************
**************************
RE: Purchase Order No. H6336-279543 Window Installation (the Installation)
Ms. *****: This letter is in response to your recent communication with Home Depot U.S.A., Inc.(Home Depot) and the concerns with your Installation. On behalf of Home Depot, I apologize for any inconvenience you may have experienced with regard to your recent Installation. This matter has been escalated to the legal department for review.
We understand that you demanded that Home Depot replace all installed windows at no additional cost. Home Depot has carefully reviewed your claim and determined that your demand for additional compensation has been respectfully denied.
The claim has been denied because, upon inspection, the windows do not exhibit any workmanship or manufactural defects, and any difficulty in opening or closing the windows is a result of the physical size of the windows. Further, you agreed to in the Home Improvement Agreement (HIA), that Home Depot will not compensate for consequential damages.
While we are denying your claim and further rejecting your demand for a full replacement,Home Depot would like to move forward and resolve the matter of Installation.Additionally, we understand that there is an open permit on your home with regard to the Installation. The City of ******** has confirmed that they have been unable to schedule a final inspection with regard to the open permit.
To resolve the matter of Installation and open permit, please email us at ************************************** to schedule a mutually agreeable time for a final inspection. If we do not receive a response from you by or on April *******, scheduling the inspection within 30 days from the date of this letter,Home Depot will partner with the City of ******** to transfer the permit to your name.
Please note that because the permit remains open, any additional renovations to the home,or the transfer of the property by sale, cannot occur in the future until the work is inspected and the permit is closed.
Your prompt attention to this matter is greatly appreciated. We look forward to hearing from you.
Sincerely,
Home Depot.
March 18, 2025
****** *****
1981 ******** Dr ************** *****
RE: ******** Installation (Windows)
Dear ****** *****,
This letter is regarding your Installation with Home Depot ************ (Home Depot). This matter has been escalated for review. On December 22, 2023, you entered into a Home Improvement Agreement with Home Depot in connection with the Installation, which was completed and the last service completed on March ******.Our records reflect an outstanding balance of $31,800.97 and permit related to the Installation.
Home Depot has requested to schedule a mutually agreeable time to complete a job final inspection and move forward with closing your permit. Please contact us within the next five days to schedule your inspection.
If no contact is received Home Depot will notify **********************, that we were unable to obtain a mutually agreed upon time with you to obtain the final inspection. According to the permitting office, any additional renovations to the home, or the transfer of the property by sale, cannot occur in the future until the work related to the Installation is inspected, and the permit is closed. We ask that you transfer the permit from Home Depot to you.
Regards,
Home Depot
June 18, 2024
****** *****
1981 ******** *****
********, *******; *****
Dear ****** *****,
Thank you for allowing us to complete the recent installation on your home. We sincerely appreciate your business with the Home Depot. Our records indicate that the installation was completed, and payment is due. If you have any concerns regarding your installation or if you are not 100%satisfied with the work, please contact our Customer ********************** Team at the information below.
Installation Type: PGT Vinyl Job Number: ********
Thank you for your business.
Customer ********************** Team: Call ************ and select Option [#2] from Monday through Friday, 7:30 a.m. to 9:00 p.m. (eastern) to be connected to a member of our Customer ********************** Team.
Date: 6/10/24
Customer Name:
****** *****
Address: ***********************************************
City: **************: ** Zip Code: *****
Dear ****** *****,
We have made several attempts to resolve your concerns regarding your Window Installation Project but unfortunately, we have been unsuccessful in coordinating the remaining items needed to bring your project to closure. Please reference recent emails and voicemails detailing next steps to complete your installation.
Our goal at Home Depot is to ensure the completion of your installation to your satisfaction and activate your warranty. To ensure that your concerns are addressed and resolved, it is important that you contact our office within 7 business days to schedule service. Failure to contact will result in the closure of your project and all services will need to be escalated under your warranty.
Please reference Job #********.
Thank you for being a valued Home Depot customer.
We look forward to speaking with you soon.
Sincerely,
The Home Depot At Home Services
************ select option #2
May 15, 2024
Ms. ****** *****
*************************************
********,*******; *****
Dear Ms. ***************** office has made attempts to contact you, but we have been unsuccessful. Please contact our office at your earliest convenience at ************, select option #4, and reference Job # ********.
Installation Type: PGT Vinyl Job Number: ********
We appreciate your business and your attention to this matter.
March 18, 2025
****** *****
***************************
**************
RE: ******** Installation (Windows)
Dear ****** *****,
This letter is regarding your Installation with Home Depot ***********. (Home Depot). This matter has been escalated for review. On December 22, 2023, you entered into a Home Improvement Agreement with Home Depot in connection with the Installation, which was completed and the last service completed on March ******.Our records reflect an outstanding balance of $31,800.97 and permit related to the Installation.
Home Depot has requested to schedule a mutually agreeable time to complete a job final inspection and move forward with closing your permit. Please contact us within the next five days to schedule your inspection.
If no contact is received Home Depot will notify **********************, that we were unable to obtain a mutually agreed upon time with you to obtain the final inspection. According to the permitting office, any additional renovations to the home, or the transfer of the property by sale, cannot occur in the future until the work related to the Installation is inspected, and the permit is closed. We ask that you transfer the permit from Home Depot to you.
Regards,
Home Depot
May 15, 2024
Ms. ****** *****
*************************************************************
********, *******; *****
Dear Ms. *************** you for allowing us to complete the recent installation on your home. We sincerely appreciate your business with the Home Depot. Our records indicate that the installation was completed and payment of $31,800.97 is due. If you have any concerns regarding your installation or if you are not 100% satisfied with the work, please contact our Customer ********************** Team at the information below.
Installation Type: PGT Vinyl Job Number: ********
Thank you for your business.
Customer ********************** Team: Call ************ and select Option [#4] from Monday through Friday, 7:30 a.m. to 9:00 p.m. (Eastern) to be connected to a member of our Customer ********************** Team.Customer Answer
Date: 11/19/2025
Complaint: 24093993
I am rejecting this response because: The sole reason I went to the BBBand the ********************************* and Consumer Services, the windows don't work.Home Depot ignores my concerns. There are many other issues. Home Depot refuses to make it right. Home Depot refuses to fix the various problems that Home Depot actually agreed to fix. Now they are refusing to acknowledge their problems. The problems were summarized in a previous letter to the BBB.
Home Depot ignores me and the ********************************* and Consumer Services.
A group of installers Home Depot used, came in a refused to finish their job because of their concern of being identified. When we tried to take pictures of them trying to open the defective windows (that's my opinion) they ran out of the house covering their faces.
I am not further along. Home Depot ignored the ********************************* and Consumer Services. In responses to the BBB they are simply refusing to do any of the remaining work.
Home Depot walked out here with the floor tile they damaged not fixed, and various other items undone. They left trim pieces laying on the floor, making the job look unfinished
I am not alone with this complaint. Watch "Window Nightmare" on ******* Channel 9 video news report. Home Depot has a customer rating of 1.14, that's ***** ratings and only got barely 1 star. Home Depot has an accredited rating of A+ on the BBB. All Home Depot has to do is reply to the BBB, and do nothing to resolve anything.
I really question this process. There are numerous bad reviews on social media as well.
Everything has been documented directly to Home Depot, including my pain and suffering, but Home Depot refuses to acknowledge the incomplete job.
Sincerely,
*** *****
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