Business Profile

Building Materials

The Home Depot

Headquarters

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 Complaint

The 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:10/31/2025
Type:Service or Repair Issues
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.
Me and my husband both have Home Depot accts. We've been doing extensive remodel work on our house and in the past month we spent around $3000. My spouse has pro acct too. We've also been buying at *****. We bought 3 bathroom faucets from Home Depot they were the wrong size so my spouse bought 3 more from Home depot we kept them. I went the other day to return 3 wrong ones without receipt . Online they found one receipt could not find other too. It was end of day I had talk to manager on duty he kept me 30 min. I didn't even expect refund just wanted store credit. He said system wouldn't let him. I had leave store with no result. Was made feel like a thief or something. I am a licensed nurse we've had accts 20 yrs with Home Depot. I feel like my acct has been flagged as we had few returns just mistakes being new to remodeling. Lowes took exchanges or returns no issue. I want Home Depot to take return items unused can be resold at min I want store credit. I want my acct unflagged too.
Business Response
Date: 11/01/2025
November 1, 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, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase. After carefully reviewing all information related to this matter, The Home Depot contacted the customer to offer our apologies. As a gesture of goodwill and commitment to customer satisfaction, a Home ********************** gift card was provided to the customer. At this time Home ********************** finds 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 customerspatronage and looks forward to servicing their future home improvement needs.

Sincerely,

****** J.
Home Depot-Customer Care
Executive Escalations
SF Case #********
Customer Answer
Date: 11/01/2025

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:10/31/2025
Type:Service or Repair Issues
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.
Please help address these serious problems caused by Home Depot.Home Depot did a disastrous floor title installation in my house. And after repeated requests Home Depot Store Manager and its sub-contractor ***** refused to fix the serious problems it made. And the Home Depot ************* ********************** just delayed and ignored my complaints and requests for resolutions. 1. Made disastrous title installation mistakes. Wrong title grout color. Completely destroys the look of the entire tile floor.2. Dumped dirty water/cement water in my backyard's organic garden. (Is this a violation of law?)3. Damaged the base board of the kitchen island cabinets 4. Dumped dirty water/grout water on the street curb in front of my house, and left a mess of cement marks for the entire street block 5. Refused to provide break down of material and labor for an additional charge of $9.895, after demolition work already started.Related information:1. Home Depot Tustin Store in ********** 2. Home Depot Order # H0603-488517, 6/18/2025, $19,011.50 3. Tile Installation start date: 7/28/25 4. Home Depot ************* Case # ******** Please assign a BBB Tracking Number, so I can provide more details and pictures.
Business Response
Date: 11/06/2025
November 6, 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, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase. After a thorough review, we have informed the customer that the decision remains unchanged their claim has been denied. Our installation team has confirmed that all work was completed according to standards and that all issues have been addressed.
Regarding the customers ******** claim, it has also been denied due to the absence of the required proof of loss documentation. If the customer wishes to pursue the matter further, they should contact their Sedgwick adjuster directly and provide any supporting documents requested.
At this time Home Depot finds 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 customerspatronage and looks forward to servicing their future home improvement needs.

Sincerely,

****** J.
Home Depot-Customer Care
Executive Escalations
SF Case #********
Customer Answer
Date: 11/10/2025

Complaint: 24091799

I am rejecting this response because:

Home Depots installation team has NOT completed the installation work according to standards, and all issues have NOT been resolved.
Home Depot is so bad, it continues to delay, deny, lie and ignore our requests to resolve these problems.

Problem 1 - Dumped dirty cement/dirty water in my organic garden in my back yard.
Home Depots installation contractor, Crew2, denied any responsibility for it and lied about having our permission to dump cement water in our organic garden.     Crew2s Regional Manager ***** **** even claimed in writing she has proof of our permission to dump the dirty cement in our organic garden. What a liar! Please ask this despicable company, Crew2, to show us the proof.

Problem 2 - Crew 2 made a huge installation mistake wrong grout color. Competed destroyed the look of the entire tile floor.
What has Home Depot done to solve this problem? Nothing.
After long delays, Home Depot Tustin Store Manager, **** ****, told us he was working on a solution.  But nothing was done, and **** P*** just disappeared, and ignored my e-mail communication.

Problem 3 -   Crew 2 damaged the baseboard of kitchen cabinet
Again, Crew 2 lied and denied responsibility for this damage.

Problem 4 -   Refused to provide a breakdown of material and labor for an extra charge of $9895
This is a hefty charge for additional work Crew2 demanded after the demolition work already started in our house on the first day of installation work on 7/28/25. Reluctantly I paid for this extra charge. But I requested Crew 2 to provide a breakdown of material and labor for this charge.  After repeated requests over several months, Home Depot still has not provided this breakdown.   Are we overcharged?

Problem 5 - Dumped grout water/dirty water on the curb in front of my house
Caused the stain marks on the curbs of the entire block. Is this doing installation work according to standards as Home Depot claimed?  What a joke. Is this dumping even legal? Home Depot should be ashamed of itself for having a despicable sub-contractor such as Crew2.

Any questions or additional information and details you need, please contact me.
Sincerely,

***** ****
Business Response
Date: 11/10/2025
November 10, 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, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase. As previously mentioned, after a thorough review, we have informed the customer that the decision remains unchanged their claim has been denied. Our installation team has confirmed that all work was completed according to standards and that all issues have been addressed.
Regarding the customers ******** claim, it has also been denied due to the absence of the required proof of loss documentation. If the customer wishes to pursue the matter further, they should contact their Sedgwick adjuster directly and provide any supporting documents requested.

At this time Home Depot finds 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.

Sincerely,

Dalela J.
Home Depot-Customer Care
Executive Escalations
SF Case #********
Customer Answer
Date: 11/10/2025

Complaint: 24091799

I am rejecting this response because:
Home Depots installation team has NOT completed the installation work according to standards, and all issues have NOT been resolved.
Home Depot is so bad, it continues to delay, deny, lie and ignore our requests to resolve these problems.

Problem 1 - Dumped dirty cement/dirty water in my organic garden in my back yard.
Home Depots installation contractor, Crew2, denied any responsibility for it and lied about having our permission to dump cement water in our organic garden.     Crew2s Regional Manager ***** **** even claimed in writing she has proof of our permission to dump the dirty cement in our organic garden. What a liar! Please ask this despicable company, Crew2, to show us the proof.

Problem 2 - Crew 2 made a huge installation mistake wrong grout color. Competed destroyed the look of the entire tile floor.
What has Home Depot done to solve this problem? Nothing.
After long delays, Home Depot Tustin Store Manager, **** ****, told us he was working on a solution.  But nothing was done, and **** P*** just disappeared, and ignored my e-mail communication.

Problem 3 -   Crew 2 damaged the baseboard of kitchen cabinet
Again, Crew 2 lied and denied responsibility for this damage.

Problem 4 -   Refused to provide a breakdown of material and labor for an extra charge of $9895
This is a hefty charge for additional work Crew2 demanded after the demolition work already started in our house on the first day of installation work on 7/28/25. Reluctantly I paid for this extra charge. But I requested Crew 2 to provide a breakdown of material and labor for this charge.  After repeated requests over several months, Home Depot still has not provided this breakdown.   Are we overcharged?

Problem 5 - Dumped grout water/dirty water on the curb in front of my house
Caused the stain marks on the curbs of the entire block. Is this doing installation work according to standards as Home Depot claimed?  What a joke. Is this dumping even legal? Home Depot should be ashamed of itself for having a despicable sub-contractor such as Crew2.

Sincerely,

***** ****
Business Response
Date: 11/12/2025
November 12, 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, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase. As previously mentioned, after a thorough review, we have informed the customer that the decision remains unchanged their claim has been denied. Our installation team has confirmed that all work was completed according to standards and that all issues have been addressed.
Regarding the customers ******** claim, it has also been denied due to the absence of the required proof of loss documentation. If the customer wishes to pursue the matter further, they should contact their Sedgwick adjuster directly and provide any supporting documents requested.

At this time Home Depot finds 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.

Sincerely,

Dalela J.
Home Depot-Customer Care
Executive Escalations
SF Case #********
Customer Answer
Date: 11/12/2025

Complaint: 24091799

I am rejecting this response because:

Home Depots installation team has NOT completed the installation work according to standards, and all issues have NOT been resolved.
Home Depot is so bad, it continues to delay, deny, lie and ignore our requests to resolve these problems.
In addition, Home Depot's Sedgwick is a joke and a disgrace. This ******** just blindly sided with Home Depot's despicable sub-contractor Crew2. Even after I have proved Crew2 was lying and provided completely false information. ******** is just a rubber stamp approval of Crew2's rotten behaviors. Home Depot should be shamed of what its adjuster ******** has done.
Again, Home Depot needs to be held responsible for these 5 serous problems.
Problem 1 - Dumped dirty cement/dirty water in my organic garden in my back yard.
Home Depots installation contractor, Crew2, denied any responsibility for it and lied about having our permission to dump cement water in our organic garden.     Crew2s Regional Manager ***** **** even claimed in writing she has proof of our permission to dump the dirty cement in our organic garden. What a liar! Please ask this despicable company, Crew2, to show us the proof.

Problem 2 - Crew 2 made a huge installation mistake wrong grout color. Competed destroyed the look of the entire tile floor.
What has Home Depot done to solve this problem? Nothing.
After long delays, Home Depot Tustin Store Manager, **** ****, told us he was working on a solution.  But nothing was done, and **** P*** just disappeared, and ignored my e-mail communication.

Problem 3 -   Crew 2 damaged the baseboard of kitchen cabinet
Again, Crew 2 lied and denied responsibility for this damage.

Problem 4 -   Refused to provide a breakdown of material and labor for an extra charge of $9895
This is a hefty charge for additional work Crew2 demanded after the demolition work already started in our house on the first day of installation work on 7/28/25. Reluctantly I paid for this extra charge. But I requested Crew 2 to provide a breakdown of material and labor for this charge.  After repeated requests over several months, Home Depot still has not provided this breakdown.   Are we overcharged?

Problem 5 - Dumped grout water/dirty water on the curb in front of my house
Caused the stain marks on the curbs of the entire block. Is this doing installation work according to standards as Home Depot claimed?  What a joke. Is this dumping even legal? Home Depot should be ashamed of itself for having a despicable sub-contractor such as Crew2.

Sincerely,

***** ****
Initial Complaint
Date:10/31/2025
Type:Service or Repair Issues
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 garage door from home depot september first.I ordered two brainy doors and clopay.Finally called and said they were, oh, they said that there was a stop work order.Because they needed a bracket, and they had to go to the store to pay the money.And basically, i'm waiting for them to install it.And tomorrow's november first they won't answer my calls
Business Response
Date: 11/12/2025
November 12, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
*****************************************************************************************
*****************
RE: ******* ********* / BBB Complaint #********
Dear *** *****,
We acknowledge receipt of BBB Complaint #********. On behalf of The Home Depot, please accept our sincere apologies for the inconvenience Mr. ********* experienced regarding order H1247-387307 for a garage door installation.
Our Executive Escalations Team conducted a comprehensive review of this matter and engaged all relevant parties. After collaboration between our District Services Manager, Field Director of Services, and the Service Provider, we determined that the only installer servicing this area is unable to return to the home due to concerns about the customers behavior.
To resolve this issue, we have extended the following options to the customer:
-Convert the order to a product-only purchase The customer may hire an independent contractor for installation, and we will refund the cost of labor and back-hangs.
-Return the doors for a refund We will issue a full refund, less $198 for two trip charges (one for the completed site measure and another for the installation appointment where the site was not prepared as agreed upon in the contract).
With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to go over the 2 options for resolution.
Please be assured that The Home Depot is committed to ensuring customer satisfaction and values the trust our customers place in us. We appreciate your assistance in facilitating a fair resolution and remain dedicated to supporting our customers future home improvement needs.
Best regards,
***** F. *****
Resolution Expeditor Executive Escalations
The Home Depot Customer Solutions
P: *********************
F: ************
SF#: 39528964
Customer Answer
Date: 11/12/2025

Complaint: 24091291

I am rejecting this response because:
My garage has cameras, the only thing stopping the installer was a remote control car and plastic shelf, the installer called me and within 5 minutes my wife was in garage with items moved, I have phone records and text messages showing proof that installer would not wait the 3-5 minutes for my wife to get dressed. I have phone records that myself, Clopay and Home Depot could Not get Doors plus more to answer calls. I told Home Depot that if doors got taken to Penfield store I would hire a new installer, but I am not paying anything, But I will drop the issue. Otherwise I will be going different avenues. In today's world it is very easy to prove the truth. My barn has been missing doors , rodents are getting in as well as weather, please help settle peacefully !
Sincerely,

******* *********
Business Response
Date: 11/17/2025
November 17, 2025

Attn: ****** *****
Customer Experience Specialist
**********************
*****************************************************************************************
*****************
RE: ******* ********* / BBB Complaint #******** Rebuttal
Dear Kaylee,
We acknowledge receipt of the rebuttal to our response regarding BBB claim #********. On behalf of The Home Depot, please accept our sincere apologies for the inconvenience Mr. ********* experienced with order H1247-387307 for a garage door installation.
As previously stated, our Executive Escalations Team conducted a thorough review of this matter and engaged all relevant parties. After collaboration between our District Services Manager, Field Director of Services, and the Service Provider, we support our sole installers decision not to return to the home due to concerns about the customers behavior.
To resolve this issue, we have extended the following options to the customer:
-Convert the order to a product-only purchase The customer may hire an independent contractor for installation, and we will refund the cost of labor and back-hangs.
-Return the doors for a refund We will issue a full refund, less $198 for two trip charges (one for the completed site measure and another for the installation appointment where the site was not prepared as agreed upon in the contract).
Since the rebuttal, as a final offer, besides absorbing the restocking fee of $430.00 (20% of a custom product), we are waiving the $198.00 trip charges for both options.
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#: 39528964
Initial Complaint
Date:10/31/2025
Type:Service or Repair Issues
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 made a purchase on Oct. 11, 2025 from home **************************. It was for a washer and dryer set. Delivery schedule on Oct *******. Only received a dryer. No washer, they did not know what happened to it. Till this day still no answer. I have spoken to 7 customer ********************** agents and 2 supervisors. It also got rescheduled for the 24 and it was never delivered. Now they are blaming the vendor. I have them options on getting another set or getting the washer floor model at store but they still did not want to do that. This is an embarrassment to customer **********************.
Business Response
Date: 11/04/2025
November, 04,2025

Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
************************************************
*****************

RE: **** ***** / BBB Complaint # ******** / order # WJ94942915

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their washer appliance 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 Online Executive Escalation Appliance team and customer advised he does not wish to reorder and confirmed that he has been fully refunded, for this purchase.

The Home Depot considered 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

******* Head
Executive Escalations
Customer Solutions
Reference Number: ********
Initial Complaint
Date:10/31/2025
Type:Service or Repair Issues
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 October 29th I placed an order #WJ96310946 for two identical bathroom light fixtures and 8 bulbs for it. It was to be delivered 10/30. I received 1 light and the bulbs. The delivery guy couldnt speak English or answer my questions. I called was told or would arrive by 7:30 am the next day. I had already had an electrician scheduled for 10/31 . I knew that wasnt true and called back. The next agent said the delivery would be 10/30 before 8pm and gave me $100 credit for the electrician that I had to reschedule and lost $100 discount because I was making a change less than 24 hours before. On 10/31 the tracking showed delayed and wouldnt be delivered. I did your chat and 1 1/2 hours later a sup reordered it with a 25% discount and charged my ***************** order#CN ******** which was to be delivered today. After the chat I got an email that the order didnt go thru. I called ****************, they said it was cancelled by you. The frustration at this point is a level 10. I called back and another agent reordered it saying I probably would get it today. Order CN38169385. I had the original charge of $323.08, a credit of $100 and additional charge of $103.52. I should have received both lights at the same time, showed 12 in stock and my installation should be finished, instead I wasted almost 3 hours and still dont have the second light. Why would your supervisor cancel my order? At this point I dont think I should have to pay and want a credit of $326.60 and my second light delivered.
Business Response
Date: 11/03/2025
Nov. 3, 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 with an online order from The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. Our online support team confirmed that the customer received the ********************. We also provided the customer with compensation.

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: 39565271

Customer Answer
Date: 11/03/2025

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:10/31/2025
Type:Service or Repair Issues
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.
Urgent: Unresolved Warranty Issue Locked French Door I am writing to express my frustration and request immediate assistance regarding a warranty issue with one of the French doors installed on my property.After receiving quotes from several companies, I chose The Home Depot for my window and door replacements due to the lifetime warranty offered. *** previously used the warranty to replace pull handles on window screens, which was handled well.However, approximately five months ago, the lock on one of the French doors broke, leaving the door shut and unusable. A technician visited about six weeks ago but was unable to complete the repair. He informed me that the installation company would need to be contacted to resolve the issue.Since then, I have contacted the warranty department weekly, and each time Ive been told that someone named ****** would follow up with me. Unfortunately, I have not received any communication, and the issue remains unresolved.This situation has become unacceptable. I am unable to use the door, and despite repeated follow-ups, there has been no progress. I am requesting that this matter be escalated and resolved immediately.Thank you for your attention to this matter.
Business Response
Date: 11/12/2025
November 12, 2025

Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************

RE: ***** ******/BBB Case No. 24089821

Dear Ms. **************** acknowledge the receipt of BBB Case No. 24089821.

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have contacted the customer to extend our sincere apologies and, in coordination with our Installations Department, arranged for a replacement installation. The new door was successfully installed on November 5, 2025. As a gesture of goodwill, we also provided the customer with a Home ********************** gift card, which has been accepted.

With that said, we have addressed the customers concern and consider this matter resolved.

Please know that The Home Depots goal is to satisfy all our customers with the products and ******************** we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

***** *.
Executive Escalations
The Home Depot -Customer Solutions
P: ***********************
F: ************
Reference No.39565276
Initial Complaint
Date:10/31/2025
Type:Service or Repair Issues
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 had a truck rental for today at 1pm that was made on Tuesday morning. The rental literally just got cancelled today at 11:33am, by you all, stating the reason is the truck is out of stock, and I have to be out of my current apartment by the end of today. Ive attached screenshots of the booking as well as the cancellation. No one is answering the phone at the rental center, Ive been waiting for 20 minutes calling back to back with no answer, and it does not show any other availability for today. THE WORST EXPERIENCE AND CUSTOMER ********************** EVER!!!!!!
Business Response
Date: 11/03/2025
November 3, 2025

Attn: ****** *****, Customer Experience Specialist
********************** Serving *************,
****** & ** ************;
*************************************************************;
**********************;

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 and Store leadership. Our Store Manager had contacted our customer, apologized for the cancellation and offered compensation which our customer accepted to their satisfaction.

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: ********
Customer Answer
Date: 11/03/2025

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. They were apologetic and compensated me as well, so I thank them.

Sincerely,

***** ******
Initial Complaint
Date:10/31/2025
Type:Service or Repair Issues
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 paid about $5000 to get a washer and dryer professionally installed in my home. Not only was the delivery team unable to install anything (basically they took my old appliances and left me with two appliances I cannot use as a single mother of a toddler who needs to use their laundry), they left the water shut off. Surprisingly, I woke up to my water still being shut off since it started flooding when they initially attempted installation. My neighbor had to come over and help me figure out how to get my water back on. Even more surprisingly, the valve that had been the cause of the initial flood was still on and I had yet another flood into my laundry room and kitchen attempting to shut off the valve as quickly as I could. As I was cleaning up the wet floor in my kitchen my toddler came in slipped and fell and hit her head. I honestly don't believe I should be responsible for paying for the "delivery and installation" service I requested.
Business Response
Date: 11/07/2025
November 7 2025

Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
************************************************
*****************

RE: ****** ********* / BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted by our Executive Online & Appliance Escalation Team and they were able to refund $800 and assist in placing a reorder of one of the Pedestals as the dryer pedestal is on back order with Bosh until December. In addition, a GL Claim *********** has been filed with ************************** services for the flooring damages reported.

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
Customer Solutions
Executive Escalations
Reference Number:39565265
Initial Complaint
Date:10/31/2025
Type:Product Issues
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.
Ordered 9/2/2025 Order undeliverable Ive called many times One time told to go to store for my refund. I drove an hr to the closest store and was told they could not give me a refund because it had not been processed online called again 10/28/2025 and spoke with ******. was told they would process a refund immediately for $52.62. Nothing it has been two months I called again. Today I called again and spoke with ****. was told they would escalate to management. I want a refund to my account. I didntget the merchandise. This is not my fault. I want a refund. This is unacceptable
Business Response
Date: 11/04/2025
November 3, 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. We confirmed the refund was processed today, November 4th and informed our customer. She should see the credit post on her Home Depot credit account in 2 3 business days.

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: 39565284

Customer Answer
Date: 11/04/2025

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:10/31/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order Date: October 23, 2025 Order Number: WJ95804733 My order was delivered to *********************************** around 7am. The delivery driver used a 3 wheel forklift to remove the items from his delivery truck. While moving around my driveway the delivery guy ran off the concrete onto my fully sodded front yard. It had rained the days before so the grass was soft. The machine torn up about 50 square feet of sod and broke a sprinkler head. Home Depot has not corrected this damage. Home Depot has basically ghosted me after I've called and emailed numerous times.
Business Response
Date: 11/05/2025
November 5, 2025

Attn:Kaylee Bales
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*********************;
RE: ****** **** /BBB Complaint # ********
Dear Mrs.*****,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********

On behalf of The Home Depot, I sincerely apologize for any inconvenience the customer may have experienced. Our online Executive Escalations team contacted Mr. ***** and apologized for the inconvenience he experienced during his delivery.

The Online team has thoroughly reviewed the situation and contacted our third-party claims partners ******** regarding the customers complaint. The Online Executive Escalations team received a response from ******** regarding a claims adjuster via email on claim #*********** with status update. A claims adjuster was assigned to the case and will provide the resolution directly to the customer. We received an email from Mr. **** confirming that a claims adjuster is assigned to his case, and have informed him if further assistance is needed, he may contact us directly with questions or concerns.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

******* *.
The Home Depot Customer Solutions Executive Escalations
Executive Escalations Team
Case: SF# ********

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