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
- 11,617 total complaints in the last 3 years.
- 3,488 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:11/09/2025
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.
This store sold me a defective built-in Frigidaire oven around Christmas last year. Brand new built-in oven which stopped working on the first month after delivery. They told me they do not have a warranty on appliances and to turn to the manufacturer. I asked them to apply their 90 day right to return policy and they refused, saying this does not apply to appliances. I stayed without use of the oven for most of the past year. In the meantime the manufacturer ********** (**********) replaced a part on the oven (the display) - twice and after both replacements the oven failed and is currently still not working. The last straw was last week when I receive 2 separate emails from this business from 2 totally different people - one asking me how she can help and the other one asking me to wait for a phone call from Frigidaire as they will deliver to me the new built-in oven and to make sure I pay for the de-installation of the old one which they will eventually reimburse. No mention of installation being scheduled, nothing. This truly is the last straw. Not only you sell me a lemon, bit now ask me to pay for uninstalling it?? Are you serious? I want everyone to be aware and NEVER buy an appliance from the Home Depot - as this is they will get. Poor customer ********************** - ********************, utter incompetence, negligence and disrespect to the customer. Bad business, bad news! A brand new oven should work for a long time after purchase. Here I am stuck a senior citizen with several illnesses, paid top money for this convector built-in oven and I technically am unable to use it for more than a year! Disgusting!
Business Response
Date: 11/18/2025
November 18, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ***** ***********/ BBB Case No. 24126882
Dear Ms. **************** acknowledge the receipt of BBB Case No. 24126882.
On behalf of The Home Depot, please accept our sincere apologies for any inconvenience our valued customer may have experienced with their purchase.
As this matter falls under the jurisdiction of The Home Depot ******, the case was thoroughly reviewed and escalated to our Canadian Executive Escalations team for prompt attention and resolution. Weve received confirmation that the team has contacted the customer to extend our apologies and offer additional support,including direct contact information for any further assistance.
********** has approved an exchange of the unit under reference number **********, and The Home Depot will cover the installation charges. An email has been sent to the customer to inform her of this update.
The Canadian Executive Escalations team will continue to monitor the progress of this case,and a ticket will remain open until the matter is fully resolved.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ **************************). 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.39613674Initial Complaint
Date:11/09/2025
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 want my money back for bad gasBusiness Response
Date: 11/19/2025
November 19, 2025
Sent Via Email
Attn: ****** *****
Customer Experience Specialist
**********************
Serving ************** ****** &*****************
****************************************************************************************
*****************
RE: **** ******/ # ********
Dear Ms. ************ acknowledge receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Home Depots Executive Escalations contacted Ms. ******* offered her compensation, and she accepted the offered.
With that being said, we consider this matter to be resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and ******************** we ****************************** 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,
Koier A.
Executive Escalations
Phone: ************************
Reference: 39613678Initial Complaint
Date:11/09/2025
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.
Within 3 months a hole in the arm starting wearing out. I have called numerous times and was only offered up to $151 from the vendor not the home depot. They said we only have a 30 day warranty. We want a full refund or for them to replace the chair. The second chair is also beginning to wear out in the same location the arm and the seams. This has been going on for two months.Business Response
Date: 11/18/2025
November 18, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: *** ******/ BBB Case No. 24125968
Dear Ms. **************** acknowledge the receipt of BBB Case No. 24125968.
On behalf of The Home Depot, please accept our sincere apologies for any inconvenience our valued customer may have experienced with their purchase.
The Home Depot has reviewed this case and escalated the customer's concerns to our Online Executive Escalations team for prompt resolution. The team has reached out to the customer to extend our apologies and offer additional support, including direct contact information for any further assistance. Additionally, the customer's order has been fully refunded.
With that said, we have addressed the customers concern and consider this matter resolved.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Sashanie @ **************************). 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.39613389Initial Complaint
Date:11/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Bosch panel-ready dishwasher from Home Depot on October 10, 2025 (Order #*********, Ref #********) with delivery and installation through the ********************** store.The order was delayed several weeks due to a backorder, and despite repeated follow-ups, I received confusing and inconsistent information from both the store and Quick Contractors. I have made over 30 calls to Home Depot without clear answers or ownership of the issue.The unit was eventually delivered on November 3, but the haul-away service that I paid for was not completed due to limited space in the installers truck. Since then, I have had to repeatedly chase updates with no confirmed resolution.Home Depots corporate Resolution Specialist has now closed my case, stating that no compensation or further action will be taken. I find this unacceptable given the amount of time and effort Ive spent following up on what should have been a straightforward purchase and service.I am requesting that Home Depot complete the haul-away service immediately and provide a goodwill credit or partial refund to acknowledge the repeated delays, lack of communication, and inconvenience caused.Business Response
Date: 11/18/2025
November 18, 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 apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has thoroughly reviewed all details related to this matter. Our Canadian Executive Escalation Team contacted customer ****** *** to extend our sincere apologies regarding his appliance delivery and haul away.
Our Canadian Executive Escalations Team has confirmed the delivery was completed as well as the haul away of the old appliance. Mr. *** was provided with a goodwill gesture for the inconvenience and was satisfied with the final resolution.
No further action is needed
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Shonyea M.
The Home Depot ************** Executive Escalations Team
Case: 39613390Customer 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,
****** ***Initial Complaint
Date:11/09/2025
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 placed 10 online orders from HomeDepot on August 3, 2025, all paid with eGift cards. The packages arrived on August 12, 2025 intact but with missing merchandise totaling $2,647.90. Beginning September 2, 2025, I contacted Home Depot multiple times. Multiple case numbers were opened but later marked as closed with no communication or refund. When I tried to provide documentation proving the shortage, Home Depot refused to accept any evidence and instead told me to dispute with the gift card distributor, which is not applicable. Despite several escalations to corporate, I have not received any resolution.Business Response
Date: 11/18/2025
November 18, 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 apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has thoroughly reviewed all details related to this matter. The Online Executive Escalation Team contacted customer ****** ****** to extend an apology regarding his online order and delivery concerns of product missing.
Mr. ****** provided documents pertaining to his concern and after further investigation the customers orders were verified and proven delivered on 8/12/2025 matching the weight of each package listed in his order. An email was sent from *** verifying the correct weights for all shipments. The customer was provided with an email with these findings and was informed his request for a refund was respectfully denied.
No further action is needed
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Shonyea M.
The Home Depot ************** Executive Escalations Team
Case: 39612552Customer Answer
Date: 11/19/2025
Complaint: 24125108
I am rejecting this response because: Home Depot's referenced weight of 3.7 lb, used to prove that the shipments were correct, appears to reflect only the fan, not the full kit/bundle. Each kit/bundle contains the PCL811B Fan, PBP005 4Ah Battery, PBP006 2Ah Battery, and PCG002 Charger. The fan alone weighs approximately 3.8 - 4.84 lb (confirmed on Home Depots website and by a store associate), meaning their computation ignored the other components.
Each kit/bundle, based on component weights, should weigh 9.45 lb, and with 5 bundles per order, the total expected weight is 47.25 lb. *** recorded weights are consistently much lower, with missing weights ranging from 22.55 lb to 27.65lb per order, proving the shipments were shorted before delivery.
We request a refund for the missing items totaling $2,647.90: 38 fans, 20 4Ah batteries, and 20 2Ah battery & charger kits.
Supporting documents are attached showing our derivation, including the step-by-step calculation of expected bundle and order weights compared to *** recorded weights. Please note that any previously submitted computations should no longer be used, as the earlier files were based on a misunderstanding of the weight of a single component.
Sincerely,
****** ******Business Response
Date: 11/24/2025
November 24, 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 apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has thoroughly reviewed all details related to this matter. The Online Executive Escalation Team contacted customer ****** ****** to extend an apology regarding his online order and delivery concerns of product missing.
Mr. ****** provided documents pertaining to his concern and after further investigation the customers orders were verified and proven delivered on 8/12/2025 matching the weight of each package listed in his order.
As previously stated, an email was sent from *** verifying the correct weights for all shipments. The customer was provided with an email with these findings. Mr. ******** request for a refund was respectfully denied.
No further action is needed
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Shonyea M.
The Home Depot ************** Executive Escalations Team
Case: 39612552Customer Answer
Date: 11/25/2025
Complaint: 24125108
I am rejecting this response because:
Home Depots conclusion is based on an incorrect weight assumption. Their calculation appears to consider only the fan (approximately 4 lb), but each complete kit/bundle contains four components:
PCL811B Fan 4.84 lb
PBP005 4Ah Battery 1.77 lb
PBP006 2Ah Battery 1.04 lb
PCG002 Charger 1.80 lb
Correct weight per complete bundle: 9.45 lb
Each order contained 5 bundles, so the expected shipment weight is 47.25 lb per order.
However, *** verified the delivered weights for these shipments as 24.7 lb for 9 out of 11 shipments (and even lower for the remaining shipment). All packages were delivered intact meaning Home Depot shipped under-weight packages, confirming the shortage occurred before delivery, not in transit.
Missing merchandise:
38 fans, 20 4Ah batteries, 20 2Ah batteries, and 20 chargers
Total value: $2,647.90
Despite submitting documentation through the BBB demonstrating the correct bundle weight and shipment shortfall, Home Depot's response fails to acknowledge or address the full weight of each bundle.
I therefore formally request a refund for the missing items. Before making any final determination, I request confirmation that your review:
1. Includes the full bundled weight of all four components, not just the fan.
2. Properly evaluates the evidence previously submitted to the BBB.
Please respond promptly. The facts are clear, and resolution of this matter is now overdue.
Sincerely,
****** ******Initial Complaint
Date:11/08/2025
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.
Went to Home Depot in ******* on November 5th and purchased a washer. Was told it would be delivered on November 7th. Received text messages all day with a delivery time on the 7th stating it would be between 6:30 and 7:30 that evening. At 6pm I received a call saying the drivers hit their hours and I had to call to reschedule the delivery. We did and on the 8th we still did not have a time expected in the morning. We called again and were told it was on the schedule but we would hear back in an hour with the expected time. Never heard back. Now we just received a call stating they wont deliver today and we cant have it delivered until Tuesday when we originally were told Monday until we told them that would not work and they then got it scheduled for Saturday the 8th. Now because of the dispatchers not being competent to schedule accordingly we are not able to get our washer delivered and have no way of doing laundry. We are paying for your mistakes and no one has tried to make it right. Telling us we need to reschedule because you messed up and not even trying to move it up quicker and pushing us farther and farther back is completely unacceptable. Dont tell people times and days if you cannot stand by them. This is on your company, dispatchers and drivers but we are paying the price for your incompetence.Business Response
Date: 11/10/2025
November 10, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ****** *****/ BBB Case #: 24123126
Dear Ms. **************** acknowledge receipt of BBB Case #: 24123126.
On behalf of The Home Depot, I sincerely apologize for any inconvenience our valued customer may have experienced regarding their purchase.
After a thorough review conducted in partnership with our Online Executive Escalation Team, the customer was offered and accepted $200 in compensation for the overall experience.
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 #: ********Customer Answer
Date: 11/11/2025
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:11/08/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a gate from Home Depot that has continuously had issues. I have reached out to Home Depot for remedy with this product and they have been unwilling to assist. They have reached out to the manufacturer and given me their information as well and the manufacturer has ignored all communication..Business Response
Date: 11/20/2025
November 20th 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
****** *****/BBB Case 24122325
Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 24122325
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order.
No further action needed; case closed.
We processed a refund on a gift card for our 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.
***** Mitchell
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
SF# ********Customer Answer
Date: 11/20/2025
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:11/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Nov. 4th there was an email for 15% off purchases over ******. I went online to my store on Pecos blvd. in ********* and ordered paint and supplies to paint my condo. I am disabled and don't have a vehicle so I took advantage of the free delivery. The store had everything in stock but when I started with the delivery; it started to charge me so I asked for assistance from live chat. The live chat never identifies who I am speaking with. It was taken care of. The following day I wanted to see what time to expect the delivery. It wasn't a delivery; it was 4 deliveries coming from Commerce, Ca,, A paint pan from my store along with a paint stirer, a pole from ****, Wa, and paint from *********, Ca, to ship with ***** ground. I went onto live chat and requested a cancellation of the entire order and wasn't going to wait so many days for delivery. My store had everything in stock. This made no sense. The helpers I had to help me; I had to cancel. I spoke to another assistant on live chat and she told me to refuse all deliveries. When they were all brought back to the store they would give me a full refund; paint included. I spoke to Lowes that day and they would make a free delivery the following day and the prices would be lower. I went with Home Depot because I have a credit card with them. I'm certain that Home Depot can pull up all of the live chats that I have had with ******* of right now the date is Nov. 7th at 1:30 and still have not seen the paint. ***** is on their 2nd delay. I was guaranteed by an associate that I would have all items on the 5th. Never happened. Another associate guaranteed me I would have everything on the 6th. Another lie. Enough is enough. I am literally sick over this entire disaster.Business Response
Date: 11/11/2025
November 11, 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 by the Online Customer ********************** Team and they refunded him for the paint that he has not received.
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: 11/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
Date:11/07/2025
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.
A FRUDUALANT CHARGE WAS MADE ON MY HOME DEPOT CREDIT CARD. I HAVE BEEN DEALING WITH SECURITY OPERATIONS FOR 3MONTHS. THIS IS NOW HURTING MY CREDIT SCORES AS IT IS REPORTING 90DAYS PAST DUE. I WAS PROMISED THAT IT IS NOT REPORTING TO THE BUREAUS(LIE NUMBER 1). I HAVE BEEN PROMISED A CALL BACK SAME DAY, 3SEPERATE TIMES(LIE NUMBER 2). I HAVE NOT BEEN CONTACTING BY THE "INVESTIGATOR" AS PROMISED.I HAVE LEARNED THAT MY CARD WAS NOT PRESENTED AT TIME OF SALE- I HAVE NEVER BEEN IN THE LOCATION OF THE PURCHASE I DID NOT GIVE AUTHORIZATION TO ANY PERSON TO USE MY CREDIT CARD.CALLING AND TALKING TO HOME DEPOT SECURITY OPERATIONS IS AN ABSOLUTE JOKE AS THEY DO NOT HELP AND CONTINUE ASKING FOR THE SAME INFORMATION THAT HAS BEEN GIVEN EACH OF THE PREVIOUS 7CALLS.Business Response
Date: 11/13/2025
November 13th, 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 customer may have experienced regarding their credit account.
Citibank (************), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to ******** (************), NA, accordingly. At the conclusion of the review and investigation by ********, Mr. **** ****** will receive a response directly from them.
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 do not hesitate to contact me if you have any questions.
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,
******** ********
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case# ********Initial Complaint
Date:11/07/2025
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.
My monthly payment with The Home Depot Credit Services is due on the 12th of each month. On August 12, 2025 and September 12, 2025, I made a payment on The Home Depot Credit Services website. When making payments on their website, it clearly states "Payments made after 5pm ET or on weekends or holidays will be processed on the next business day but will be credited to your account on the date you made the payment." **** times, my payments were not credited to my account on the date that they were made and I was inaccurately charged a $40 late fee for both instances. I called customer ********************** and was told they could only offer a "courtesy" credit once every 12 months. I'm not asking for a curtesy credit or favor, I'm asking for two incorrect charges to be refunded as I made the payments on the due date on their website.Business Response
Date: 11/10/2025
November 10, 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 credit services escalation team with ********* has confirmed that they have received the complaint, and will be assisting the customer further with their account. The customer should be receiving additional information from the team this week.
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: ********
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