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
- 11,641 total complaints in the last 3 years.
- 3,487 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:11/12/2025
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 bought a humidifier from Home Depot (Store in *************, Order #*****-05855) in March ******* was sold as new on clearance for $60. I didnt use it until this winter, and when I opened it, it was clearly used and molded, not usable. The yellow tag didnt say as is or final sale.The store refused to take it back, saying it had been too long and no proof to tell who used it. Staff was firm that no matter the reason or price, its over 90 days, thats the policy. This is not a normal return its a defective, used product that should not have been sold as new. Clearly its a return from customer that store didnt check the condition and sold it as new. Id like a refund. Photos and receipt available.
Business Response
Date: 11/14/2025
Attn: *********************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: ******** ****/ BBB Complaint # ********
Dear Mrs. ********************** 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 the complaint details. The Home Depot has reached out to the customer regarding their defective purchase, and assisted the customer with a gift card.
********************** does consider this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** Beriau
The Home Depot Executive Escalations
P: *************** at extension 271051
F: ************
Case: ********Initial Complaint
Date:11/12/2025
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.
Hello, I called Home Depot to inquire about my warranty for my Washing machine, because the machine doesnt wash or take water anymore but it turns on. I know ye offer me the warranty for 5 years but never provided me with any warranty information whatsoever. I provided my information and thats how they were able to find it. They send me a video on how to check if the hose filters were block with dirt but I open it no it wasnt, and then they open a claim#************* with the insurance company Square trait. First AM appointment created for the Technician to come in was 10/20/25 in the morning but no call no show. When we try to contact the number provided for the technician, no one answer but they reply that the technician should have went but didnt. The Technician call me around 10pm, sounded drunk that he doesnt see any appointment for me, I was admitted in the hospital and told him he needed to contact. Now they made a new appointment for 10/24/2025 and he came the last minute, open the machine, took pictures and said that the warranty is cancel due to insect infestation. We try to ask him what he meant and where was this infestation, he was very rude and said it doesnt matter where and took hes boxes and left. He was very rude. My mom started crying as she is a cancer patient and felt soo hopeless and disrespected. He didnt even try to check the machine and when we complaint to Home Depot, they didnt help us. We never knew about this warranty details because it was never given to us, it was not and infestation as they said, there was no insect on site and we dont have roaches in the house, perhaps it came with the machine from the wharehouse. I feel that as a consumer we werent treated right. I worked very hard to be able to provide for my sick mother and my daughter, I dont have money to keep wasting washing outside and no elevator. I would like Home Depot to take the machine back and refund my purchased entirely, including the warranty.Please helpBusiness Response
Date: 11/17/2025
November 17, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
****************
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 and offered a mail check. She will also return to the store to receive a new washer and a discount.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
******** *.
Executive Escalations
Phone: ************************
Reference Number: ********Customer Answer
Date: 11/23/2025
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:11/12/2025
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 10/2/25, I reserved a truck for 8:30am on 10/5 at the ** in ********, **. I had a full day of multiple stops for drop-offs and pick *** and had hired, for $30 an hour each, 2 men to help from 9-5. One stop in particular was set for 12:30 pm with no flexibility and all else hinged around that stop. At 8:20am, I opened my email to get my order number before going in. To my absolute incredulity, I found an email from barely an hour before 7:03 am on a Sunday morning cancelling my reservation due to unavailability of the item and apologizing for any inconvenience. INCONVENIENCE?? Who on earth reserves a 12 box truck on a Sunday and does not have a SERIOUS PLAN FOR IT? I will spare you the long story of the logistics, but the hour and 40 minute delay that ensued meant that at 1:36 pm instead of 5:30pm we were dropping an empty truck back off, not having moved 80% of what we intended, at a cost of $134.12 for a giant truck and FOUR HUNDRED AND EIGHTY DOLLARS to two men who we had promised to pay $240 each to be available for the day. I sent a complaint to Home Depot via email, which may or may not have gotten there, and then I sent a hard copy of a letter to the store manager on 10/14. I have not heard back. I requested that the minimum mitigation to the damage they caused me financially by not letting me know the truck was not available (there was NO doubt talking to 2 people at the store that this was not an emergency, it was an error. No truck was even scheduled at the store until 9am. I detailed how not informing me of my options (go to another store) ahead of time caused me a 1.5 hr delay that wiped out my tight schedule and caused me to not be able to do 80% of the work while still obligated to pay for the truck and the help. So returning the cost of the truck seems a no brainer. And then to apologize for the great cost to me financially of their failure of customer **********************, I would appreciate additional compensation. No response is insulting.Business Response
Date: 11/14/2025
Nov. 14, 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. We have contacted the customer and agreed to provide her with a refund for her truck rental.
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: 39634573Initial Complaint
Date:11/12/2025
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.
WH12581789. Ordered a Oklahoma *** Bronco smoker grill on 10/23/25 for $399 for store pick up, it got lost in transit. Homedepot sent a replacement on 11/3/2025, the replacement got lost in transit as well. I called customer support to send a replacement item again but this time have it ship to my home address, but I was told when I originally purchased the item it was on sale, the price is now $499 and I have to pay the shipping cost to have it delivered to my house. On top of that, I was also told that I can only pay using credit card and not ****** like I originally used. I explained that I need the grill ASAP for an upcoming party, but I just can't afford to pay more than what I originally paid for and have to be ******.Business Response
Date: 11/18/2025
November 18, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
*****************
RE: Rizmel Jun Bobias / 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 the online resolutions team and assisted with a reorder for in-store pick-up. Mr. ****** confirmed that his order was received and that the previous order was picked up and returned.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
********* *.
Executive Escalations
Phone: ************************
Reference Number: 39631740Customer Answer
Date: 11/18/2025
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,
Rizmel BobiasInitial Complaint
Date:11/12/2025
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 purchased Countertops for two kitchens from Home Depot. I was informed by ***************** Manager whenever we were ready for installation let him know. I asked Mr. ******* if I could do one kitchen now and do the other one later. Mr. ******* stated " No it is one order and they could not be split ". A week later Mr. ******* reached out and stated " they can do one kitchen" . He would do a change order to make it happen. I explained to Mr. ******* I was out of town. He stated no problem. Mr. ******* executive escalations called me on 11/04/2025 and stated " he will try and refund all of my money. I was sent a copy of a letter dated 10/07/2025 on November 4, 2025 from home depot. Home depot canceled my order on 10/30/2025 charging a restocking fee 0f 10% a total of $1145 .60. Home depot has failed to provide a service in which i paid for.Business Response
Date: 11/15/2025
November 15,2025
Attn: ************************************** Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ****** ***** / BBB Case #********
Dear Ms.****** *****
We acknowledge the receipt of the BBB Case #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their interaction with our company.
Home Depot has thoroughly reviewed and investigated the customers concerns. We have communicated with the customer numerous times via email and phone regarding the order cancellation. The order was canceled due to multiple unsuccessful attempts over the course of six months to schedule an installation with the customer.
We retain a portion of the funds for work already completed. When a job goes into production, we typically retain between 25% and 35%. After the Right of Rescission (ROR) period, and once measurements have been completed, we typically retain 10% to cover order entry and labor costs related to the PII/final measure. Per Home Depot installation policy.
*******, the Sales Manager, communicated this information to the customer. In this case, we retained 10% and refunded the remaining balance.
Home Depot considers this matter resolved and the case closed, having exercised due diligence in addressing the customers concerns.
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 customerspatronage and looks forward to servicing their future home improvement needs.
The Home Depot
SF-39630123Customer Answer
Date: 11/21/2025
Complaint: 24136443
I am rejecting this response because:
Sincerely,
****** *****Initial Complaint
Date:11/11/2025
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.
Had issues from the beginning. The cabinet is poor quality and falling apart.Business Response
Date: 11/13/2025
November 13th, 2025
Attn: Ms. ****** *****
Customer Experience Specialist?
**********************?
Serving *************, ****** & *****************?
************************************************************************************?
**********************;
RE: ****** Vasquez /?BBB Case#********
Dear Ms. **************** acknowledge the receipt of the BBB Case#********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The Home Depot Executive Escalations, Customer Solutions Team has confirmed the Customer's shipment will be picked up on the 17th.
With that being said, The Home Depot has addressed our customers complaint.
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,
******** Robinson
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case# ********Customer Answer
Date: 11/13/2025
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. The Home Depot has agreed to pick up the cabinet and provide a full refund to the original payment card.
Sincerely,
****** *******Initial Complaint
Date:11/11/2025
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 writing to formally express my deep concern and disappointment regarding the recent deletion of my Home Depot Pro Xtra account and the complete loss of my purchase history, which occurred on or around October 30, 2025. I rely on this account for my rental property business, and the purchase records are essential for accurate year-end tax reporting and financial documentation.After discovering the issue, I contacted Home Depot customer ********************** and spoke with four different representatives. Unfortunately, none were able to provide a clear explanation for the account deletion. When I requested to escalate the matter to a supervisor or member of upper management, I was informed that no such escalation was possible. This lack of accountability and transparency is deeply troubling.The deletion of my account and records has caused significant disruption to my business operations. As a long-standing customer who has relied on Home ********************** for materials and supplies, I find this experience unacceptable. The absence of a clear resolution process and the apparent disregard for customer concerns raise serious questions about Home Depots data management and customer ********************** practices. I respectfully request a thorough investigation into this matter and a prompt response regarding the following:1. A detailed explanation for the deletion of my Pro Xtra account and purchase history.2. Immediate restoration of my purchase records, if possible.3. A clear escalation path for unresolved customer ********************** issues.I hope Home Depot will take this matter seriously and demonstrate a commitment to supporting its professional customers.Business Response
Date: 11/14/2025
November 14th, 2025
Attn: Ms. ****** *****
Customer Experience Specialist?
**********************?
Serving *************, ****** & *****************?
************************************************************************************?
**********************;
RE: **** **** /?BBB Case#********
Dear Ms. **************** acknowledge the receipt of the BBB Case#********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The Home Depot Executive Escalations, Customer Solutions Team has confirmed the Customer's Online account restriction will remain in place. The Customer has been advised of the reason for his account changes. I have also requested for the Customer's purchase history to been provided, if possible for the current year.
With that being said, The Home Depot has addressed our customers complaint.
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,
******** Robinson
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case# ********Initial Complaint
Date:11/10/2025
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 range from Homedepot, which is the fifth range I ordered from it. I ordered haulaway service. The delivery guys damaged my newly installed kitchen floor when they removed my old range and they told me to file claim. I did. Then Homedepot told me that ******** would handle the claim. I managed to contact Adjustor and at her request, I provided the damaged pictures and estimate for repair. Then after 3 months nothing happened. I contacted adjustor and no response. I contacted Homedepot and was told to contact adjustor.Business Response
Date: 11/17/2025
November 17, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************** 311
****************
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, our GL claims department has confirmed that the claim was settled on 11.12.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
******* *.
Executive Escalations Representative
Office:***********************
Reference Number: ********Initial Complaint
Date:11/10/2025
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 placed an on-line order on Oct 25.I was told I had to place the order and then they would credit back to me the $79 delivery fee.that has not happened and they are giving me the run *********** the on line service.go directly to the ********** the on line servicego to your bankThe order # is WN37619001.charge was $253.51 and then I was to receive a $79 credit (waive delivery charge).Total should be $174.51 ..Instead I received 2 different charges from Home Depot on October 25 $117.48 and $89.78 totaling $207.26..I have asked for an explanation of these two charges and they will not answer.Business Response
Date: 11/12/2025
November 12, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
***********, Suite 900 311
****************
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 confirmed to our online team that the $79 has been refunded and processed back to their card.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
******* *.
Executive Escalations Representative
Office:***********************
Reference Number: ********Customer Answer
Date: 11/13/2025
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:11/10/2025
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 product I looked at was a ****** mouse for $199. This product was in the store over a month ago for $199, now the Black Friday sale flyer comes out and all items in that flyer are listed as black Friday sales yet this ****** mouse is still listed as $199. I feel thats false advertising and Home Depot is trying draw people in and yet not give them a discounted price like their pamphlet suggest.Business Response
Date: 11/12/2025
November 12, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving ************** ****** & **********************;
*****************************************************************************************
*****************
RE: ******** *******/ BBB Complaint # ********
Dear Mrs. ******
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 the complaint details. The Home Depot has reached out to our merchant for assistance with the Black Friday AD concerns. We contacted the customer to explain that we never claim prices are different than whats listed and offer other everyday low priced items in the AD. We took down the customers feedback regarding the AD and have ensured that it is well documented for further review.
The Home Depot does consider this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** ******
The Home Depot Executive Escalations
P: *************** at extension 271051
F: ************
Case: ********
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