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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

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The Home Depot has 1645 locations, listed below.

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    Customer Complaints Summary

    • 11,887 total complaints in the last 3 years.
    • 3,449 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/08/2025

      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.
      I reserved an aerator to rent on Sunday 09/07 @ 2PM and received an email that my reservation was cancelled at 11:30AM on 09/07. I called the store was given no solutions by either ***** (the employee in the Tool ************ or *** (the manager). Both *** and ***** were very rude and I was trying to get solutions like if another store had the tool or if they could call me when another of the tools was returned so I could pick it up and they both were hostile and aggressive and said it my problem to deal with. I had already rented a truck, and hired laborers to complete the job so just cancelling my reservation with no option for a solution was completely unprofessional and cost me several hundred dollars out of pocket. My big issue is the rudeness and unprofessionalism of the staff, I have never been treated so disrespectfully by a business and it is completely unacceptable. The store details are below: ******************************************************************************************************* **************

      Business Response

      Date: 09/08/2025

      September 8, 2025
      Sent Via Email
      Attn:****** *****
      Customer Experience Specialist
      **********************
      Serving *************, ****** & *****************
      *****************************************************************************************
      *****************
      Re: ************************* Case ID # ********
      Dear ****** *****,
      We acknowledge receipt of the BBB Case ID # ********
      On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
      We reached out to the customer and apologized for the inconvenience he experienced regarding his tool rental cancellation. His experience has been documented and will be addressed to the appropriate party. As a good will gesture, we offered a $200 HD gift card for the inconvenience.  
      Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide 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 Team Phone:
      **************************
      SF Case # ********

      Customer Answer

      Date: 09/08/2025

       
      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.

      Thank you so much for reaching out and resolving the situation. 

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:09/08/2025

      Type:Billing 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 am writing to formally lodge a complaint regarding an unauthorized account that has appeared on my credit report. I believe this account was opened as a result of the 2017 ************ Breach, which compromised my personal information.Unauthorized Account:--Credit Coll (Original Creditor: The *************************), Acct ending 1133****, reported 09/19/2024, balance $186.00.I did not authorize or open this account. It is causing significant harm to my credit score, and despite previously filing complaints, no action has been taken to resolve this issue.Request for Immediate Action:I request that Credit Collection Service:--- Remove the unauthorized account from my credit report immediately.- Provide written confirmation that this action has been taken.- Ensure that my personal information is secure to prevent further fraudulent activity.This unauthorized account is negatively affecting my creditworthiness, and I need it resolved promptly.Thank you for your attention to this matter.

      Business Response

      Date: 09/09/2025

      Good morning **** *****, 

      Please see attached response from customer Mr. ******* ********.

      Best Regards, 

      **** ***** *.
      The Home Depot - Store Support Center
      Executive Escalations, Customer Solutions Team
      Phone: ************************
      Fax: ************
      SF case number 39263234

    • Initial Complaint

      Date:09/07/2025

      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 purchased this gazebo on 5/1. Prior to purchasing it I noticed a discrepancy between the dimensions listed in the second photo and product description. Also the title said it was 11x13 but then further down in the listing it said 10x12. I chatted in with Home Depot and they advised to use the photo dimensions as it was direct from the manufacturer. I ordered the Gazebo and when it was installed it did not fit my deck, upon measuring found that the dimensions listed were incorrect. Chatted in with Home Depot and they accepted fault and that the dimensions online were wrong. Offered a $30 voucher which is completely unacceptable. I paid to have this installed by a handy man. I asked Home Depot to come and disassemble it and collect it for return but they refused. To summarize - The dimensions were wrong and refuse to offer compensation. Listing has been corrected online now, however I have attached screenshots of the dims at the time I bought it.

      Business Response

      Date: 09/11/2025

      Sept. 11, 2025
         
      Attn: ***************************************** Specialist 
      ********************** 
      Serving *************, ****** & **********************; 
      *************************;
      ****************** 900 
      **********************;
       
      RE: **** Freemantle / 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 a gazebo purchased from The Home Depot. 

      The Home Depot has carefully reviewed all information pertaining to this matter. Our online support team has provided the customer with a partial refund that was agreed upon by the customer. 

      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: 39262946

      Customer Answer

      Date: 09/12/2025

       
      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,

      Ford Freemantle
    • Initial Complaint

      Date:09/06/2025

      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.
      Purchased brand new fridge from home depot. From day 1 the motor would never shut off to ice machine. We called home depot and they said it is a fridgedaire issue. We called within a week of delivery(8/9). And was told no one in our area would service this area. We were never told this at time of purchase. We were then told we would have to wait 72 hrs to see if anyone would be found to work on the refrigerator. After 72 hours we called back and they again told us they were still looking. Meanwhile, we told them that the refrigerator would not shut the motor and it would eventually either burn out or cause a fire. Today September 6 the motor went the kitchen was flooded for melted ice. We had to move everything out of the refrigerator into a refrigerator in our garage. We lost a fewhundred dollars worth of food and we cannot get a hold of Frigidaire because its the weekend this refrigerator is still less than a month old. ****** has been no help to us at all. We have a brand new refrigerator sitting on our kitchen that does not work. We lost food flooded our kitchen with ice and have no resolution in regards to refrigerator. Thats less than four weeks old.

      Business Response

      Date: 09/16/2025


      September 16, 2025

      Attn: ***************************************** Specialist 
      ********************** 
      Serving *************, ****** & **********************; 
      *************************;
      ****************** 900 
      **********************; 


      RE: **** ******/ BBB CASE # ********

      Dear Mrs. **************************** acknowledge receipt of your BBB notice dated September 7, 2025, regarding the number referenced above. 

      On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

      After reviewing the customers concerns, the Online Resolutions Team 

      Advised the customer that a $400 markdown was taken off the new order.
      Contacted and soke with the customer who let us know that it had been delivered, and they are waiting for funds from the fridge. 


      With that being said, we consider this matter is closed, in our 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 if you have any questions.
              
      Sincerely,  

      ***** J Duper
      Executive Escalations   
      Phone: ************************ 
      Fax: ************  
      SF # ********

      Customer Answer

      Date: 09/17/2025

       
      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:09/06/2025

      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.
      I was told by a Home Depot employee that I cannot cash out a gift card less than $10. California Civil Code Section 1749.5(b)(2) states that any gift card less than $10 can be cashed out at any time when requested by the gift card holder. I should be able to get the value of the girt card in cash at the Home Depot location near my home.

      Business Response

      Date: 09/11/2025

      September 11, 2025

      Attn: ***************************************** Specialist 
      ********************** 
      Serving *************, ****** & **********************; 
      *************************;
      ****************** 900 
      **********************; 


      RE: ******** *****/  BBB CASE # ********

      Dear Mrs. **************************** acknowledge receipt of your BBB notice dated September 6, 2025, regarding the number referenced above. 

      On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

      After reviewing the customers concerns, the local Store Manager will provide a $5 cash compensation inside of the store, as a one-time courtesy, and advised the customer that a store credit cannot be transferrable, as it is not a gift card.

      With that being said, we consider this matter is closed, in our 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 if you have any questions.
              
      Sincerely,  

      ***** J Duper
      Executive Escalations   
      Phone: ************************ 
      Fax: ************  
      SF # ********

      Customer Answer

      Date: 09/12/2025

       
      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:09/06/2025

      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 vanity from Home Depot that was originally anticipated to be delivered on August 30th. The delivery company then marked it as we missed the delivery but upon further investigation - Home Depot stated it was simply never put on the truck and that it would be delivered at a later date. We have been told several different dates (9/3, then 9/5) and have had zero communication regarding it's whereabouts or any updates without reaching out ourselves. On 9/5, we reached out to Home Depot again to ensure it was being delivered and they contacted the delivery hub/drivers who stated it would absolutely be delivered between 1-5pm. 5pm rolled around and no delivery. We contact home depot again who then contact the delivery company. They state they're running late but it'll be delivered between 5-7pm. Then again, 7pm rolls around and no vanity delivered. We reach out to Home Depot for the third time, and now suddenly their delivery hub is closed but they stated it could be delivered up until 9pm. We have been ready and prepared each date its supposedly going to be delivered. And each time we have received zero communication throughout the process. Any communication we've gotten we have had to seek out ourselves. We have gotten zero tracking updates since the initial one being "we missed it" when we didn't even miss it. Which Home Depot admits, that's just the only option the delivery drivers can input. Why has no one communicated with us? Our order has just vanished into thin air, this product was over $1,400. So far, we've received 30% off and a gift card but we're requesting an additional 30% off and some clarity on what is going on. We are getting no where with Home Depot support and don't know what to do anymore other than file an official complaint here in hopes of A. receiving our product and B. receiving further compensation for this disaster of an experience. Thank you.

      Business Response

      Date: 09/10/2025

      September 10,2025


      Sent Via Email
      Attn: ************************************** Specialist
      **********************
      Serving *************, ****** & *****************
      ********************************************
      *****************

      RE: ****** ******* / BBB Case #: 23848779


      Dear Ms.*****:

      We acknowledge the receipt of the BBB Case #: 23848779.

      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 thoroughly reviewed and investigated the matter in question. As part of this process, we collaborated with the Online Executive Escalation Team to ensure a comprehensive evaluation.
      At the conclusion of the review, it was determined that the customer's replacement was successfully delivered.
      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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.


      Sincerely,

      ***** *.
      The Home Depot
      Resolution Expediter- Executive Escalations
      SF Case #: ********
    • Initial Complaint

      Date:09/05/2025

      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.
      home depot Order Number: WJ49974936 allstate claim number: *************************, ************, ************ I purchased the 5-year protection plan. The unit broke, and Home Depot sent a technician from ************************** That technician said he would need to return with another technician. A few days later, I was told they do not have a technician available to assist.After that, another company, Fixity Appliance *************), contacted me and scheduled an appointment. Despite confirming twiceincluding two hours before the scheduled timethe technician never showed up.I contacted Home Depot, and they told me I would need to wait a few more days for a resolution. I also contacted ******** (who services the protection plan for Home Depot), but they had no solution either and told me to wait a few more ******* this point, no one has provided a clear plan, timeline, or assurance that my unit will be repaired. I am only being told to wait, with no resolution in ************** just keeps opening new claim numbers all listed above.

      Business Response

      Date: 09/10/2025

      September 10, 2025


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

      RE: ******** ****** / BBB Case #: 23847141


      Dear Ms. **************** acknowledge the receipt of the BBB Case #: 23847141.

      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 thoroughly reviewed and investigated the matter in question. As part of this process, we collaborated with the Online Executive Escalation Team to ensure a comprehensive evaluation.
      Following the conclusion of the review, the customer's claim was approved for reimbursement. ******** has contacted the customer directly to facilitate the reimbursement process.
       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
      Resolution Expediter-Executive Escalations
      SF Case #: ********
    • Initial Complaint

      Date:09/05/2025

      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.
      Came Tuesday to ******* home depot was told on Thursday Halloween stuff be for sale . Now it all.on sale floor Friday and they refused to sale it . Legal state law say if on sale floor with price tag it for sale refused a sale is a lawsuit can be file for false advertisement and refused of serivce . As a busy owner for 22 years now I have spent lots of home depot . My experience now say ace would be shopping more.

      Business Response

      Date: 09/09/2025

      September 9, 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 our customer may have experienced with their purchase.  

      The Home Depot has carefully investigated this matter and contacted our customer who then came to the store to discuss further with a store manager.  Our merchandise team had been setting up the Halloween displays and stocking the shelves when this matter occurred.   We apologized for his experience and provided our customer with a discount on an additional Halloween item that he wanted to purchase as a goodwill customer gesture, which was accepted.  Our store manager also provided our customer with his contact information and asked that he contact him should he need any assistance at any time.  

      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: 39252834

    • Initial Complaint

      Date:09/04/2025

      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.
      On 8/26/25, I visited Home Depot to purchase a door k*** The total was $11.49. I entered my debit card and punched in my PIN. The card reader kept circling, saying something to the effect of, waiting for approval. The cashier finally removed my card and had me to re-enter my PIN again. The card reader did the same thing as before. The cashier then took my card to another register and tried again. The same thing happened for the 3rd time. The cashier told me they had been having trouble with debit cards but credit cards were working fine. I chose not to use my credit card and left the store without purchasing anything. There was no purchase and no receipt. The cashier stated that I may have 3 charges on my account but it would reverse the next day. The next day, my wife pulled up our account and there were 11 purchases for $11.49. She was able to dispute 3 of the purchases online before we got a message stating we needed to contact ****************. I contacted ***** Fargo and disputed the remaining 8 charges of $11.49. The next day, I got an email from Home Depot stating there was an error and they were working to correct it. A week has gone by and I have still not been credited for $11.49 x 8 =$91.92. I never made a purchase and am requesting a refund of $91.92 for the remaining 8 charges to my account.

      Business Response

      Date: 09/05/2025

      September 5,2025

      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. Spoke with the store manager, and was advised that starting on 8.26 there were issues that impacted customers who did debit transactions. This has matter has since been resolved,but because customer was affected, he was provided the correct number and option to the department that is currently handling these credit reverses.

      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: 09/05/2025

       
      Complaint: 23840589

      I am rejecting this response because:
        I just contacted the customer care number provided by Home *******************************************.  They stated their IT department was working on this.  This is the same thing we were told on 8/27/25 and 9/1/25 and I havent received the refund yet.  I am disappointed in Home Depot for giving me the run around.  I have been told 3 times that IT is working on it and have not been given any date for the refund to be issued.  It am not sure why Corporate had me call the number she provided because they were no help and had no solution for a refund.
      Sincerely,

      ****** ********

      Business Response

      Date: 09/10/2025


      September 10,2025

      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. We have authorized a manual check for the customer.  Check has been processed and customer should receive within 21 business days.

      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: 09/10/2025

       
      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:09/04/2025

      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 am writing to formally raise a complaint regarding the unacceptably delayed and incomplete window installation project at my home, initiated through Home Depot on May 26, 2025.Project Timeline:May 26, 2025: Windows were ordered.August 22, 2025: Installation of the windows occurred after a 12-week fabrication and shipping period.August 26, 2025: Inspection was completed; trim work could not be completed due to pending inspection and missing materials.August 28, 2025: I reached out due to no contact from the team to schedule trim installation.Despite assurances, the exterior trim remains incomplete, and the interior trim was never delivered. I have since learned that even the exterior trim now needs to be reordered, and we are being told to wait an additional 57 business days to be scheduled, while our home remains exposed to moisture and weather-related damage. The siding is buckling, and raw wood is at risk of severe deterioration due to Floridas high humidity and rain.Issues of Concern:Poor *********************** Multiple unreturned calls and delayed responses from project coordinators and installation teams.Home at Risk: Incomplete work has left our home exposed to rain and moisture for nearly two weeks.Misrepresentation: We were informed at the time of purchase that Home Depot employeesnot subcontractorswould perform the installation. This was not honored, and the subcontractor now refuses to respond.Negligence in ******************* Missed steps in coordinating inspections, reordering necessary materials, and assigning installation teams.

      Business Response

      Date: 09/11/2025

      September 11, 2025

      Attn: ****** *****
      Customer Experience Specialist
      **********************
      ******************************************************************
      Atlanta, GA 30303

      RE: ******* ********/ BBB Claim # ******** 

      Dear Kaylee, 

      We acknowledge receipt of the BBB claim # ********. On behalf of The Home Depot, I apologize for the experience our customer had with Window ********************** order ************.

      The Home Depot has partnered with from Home Depot Installations Services (HDIS) to address the claim. The local Branch Installations Manager made arrangements for an inspection. Inspection was completed today. A summary, next steps and items to purchased, are being drawn up.

      With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer. 

      Please know that customer satisfaction is our top priority. We truly value our customers and remain committed to supporting their home improvement needs. If you have any further questions or require additional information, please dont hesitate to reach out.

      Best regards,
      ***** F. *****
      The Home Depot - Customer Solutions
      Resolution Expeditor- Executive Escalations
      P: *********************
      F: ************
      SF#: 39248336 

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