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
- 11,863 total complaints in the last 3 years.
- 3,463 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:09/26/2023
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.
We purchased an ** double oven range from Home Depot on August 27,2023 and purchased a 3 year warranty after delivery we found out the griddle was not included but we told ** we did have a small dent in the control panel for the gas burners for the range well during the call we were told we needed the serial number we looked everywhere to find the serial number even went to the store where we purchased the range we found the serial on the store model but it is not located on the range we received ** will not touch the range without the serial number and told us it should not have been delivered and the small dent on the front is causing the top oven door to be scratched and because we have no serial number ** won't even look at it we have called Home Depot and ** many times and both blame each other we want this range moved out and a new one put in to replace it with one that has a proper serial number we have not even used either oven the scratches on the door top are from opening the door looking for the serial number
Business Response
Date: 10/06/2023
October 5, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
****************************************************************************
Re: ************************; /BBB Case # ********
Dear ***************,
We 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 regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Executive Escalation team reached out to **************** apologized for the experience and placed a no cost replacement order for the range that was delivered on 9/30/2023. The appliance was delivered to the customer home and **********************. The installers were instructed to take a picture of the customers serial number for their records before their departure of the customers home. The customer acknowledged the receipt of the order and installation and resolved the complaint.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: 33929803Initial Complaint
Date:09/26/2023
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.
See receipt. Purchased new oven. Burners are discolored after washing as instructed by *** Purchased a 5 year warranty. Called ** referred me back to Home Depot because I purchase extended warranty. Back and forthgetting nowhere. Home Depot says since I purchased warranty ** should take care if it. ** says says under 1 year old Home Depot should take care of problem. Im sick (Really) and tired of going back and forth between these 2. I have a heart condition. With a pacemaker. Im not supposed to have stress and yet this situation is making my health worse.I made a BBB complaint about ** .Lg says call Home Depothome Depot says call **then ** said call the *************** ( Allstate) Squaretrade.com and they told me to call the manufacturer. Ive only had the stove for 9 months. I dont want it anymore. I want a brand new one or a full refund .Business Response
Date: 10/04/2023
October 3, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
*******************/BBB Case # ********
Dear **************
We 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 regarding their appliance.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Home Depot Online Executive Escalations reached ** Consumer Relations Team. ************** reported discolored burner matter was explained and a request was made for replacement parts. An order for burner model #LSGL6335F associated with appliance (gas range) Model# LSGL6335F purchased by the customer. We were informed the replacement burners will be shipped directly to ************** for receipt within **** business days thru *** and tracking information will be sent from ** to the customer once available. ************** was phoned by Home Depot Online Executive Escalations during Pacific Daylight Time, made aware of actions taken via manufacturer ** for replacement burners. All details received from ** regarding the parts order was relayed to ************** verbally and via email. Additionally, the customer was encouraged to contact ** directly regarding the range purchased if further aid is needed since the unit is under ** manufacturer warranty until 12/22/2023.
With that said, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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.
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 10/04/2023
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:09/26/2023
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.
Made an in store purchase 9/19/23, at The Home Depot Countryside location for new appliance. It was delivered on 9/23/23. We expressed to the delivery drivers that the appliance was too small for our space and we would like to exchange for a bigger size. They agreed, they told us to contact the store or go in person to exchange it. They proceeded with unpackaging the item, we asked them to leave the packaging on as we don't want it, and want to take it back. They said to keep this one as a loaner until we get the new one, and to sign to confirm they made the delivery, confirming that the item was un damaged, if we go to the store they will schedule a pick up and deliver the new one we buy. We then went in person to The Home Depot same day ,and requested a pick up/ exchange. They told us to contact the manufacturer, which we did. Called ******* and explained the situation. They stated they could not take back the item because there is no damage to it, they said to talk to Home Depot and request that they pick it up as they have the capability to do this at the store, and should honor the return/exchange. I then spoke to a store rep that same day, they expressed, they do not want it at their store because it will be hard to sell it. They refer back to the delivery being completed and we should have rejected it with the delivery driver. The paperwork states " notify the delivery driver about damages to learn their options." Report within 48 hours for return, which we did notify the delivery driver we did not want it because we wanted a bigger size. They stated the drivers should know better and should not have told us that. The store rep asked us to come back Monday 9/25, so we went back to the store and spoke to a manager who stated the delivery team was a third party who mis lead us and told us wrong information. The returns need to go back to the manufacturer, and they will call again they can not take the appliance back and that we should not have signed the delivery form, we should have notified the driver. However we clearly expressed to the driver we wanted to return it for another one, they insisted we could do that in store and the signature is only to confirm there is do damage to the item and it was delivered. The paperwork also only specifies damages and defects. They should be responsible for their drivers who deliver appliances if their paperwork says to notify the driver, its not right for us to be stuck with an appliance that does not work for us and we clearly expressed this and notified the driver and store within 48 hours. We should also not have to be stuck with an appliance just because the store does not want a returned item at their store location. We were willing to purchase a bigger more expensive size however the reputation of this company has gone down. They need to do a better job with informing their employees and drivers so that the consumers are guided better with their big purchases. We need this appliance picked up as soon as possible.Business Response
Date: 09/29/2023
September 29,2023
Sent Via Email
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************** / BBB Complaint#:20655645
Dear ******,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding his personal information.
The Home Depot has carefully reviewed and investigated this matter and The Ho0me Depot Online Appliance Executive Escalation Team confirmed with the customer that the unit was picked up and was refunded was promised.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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,
******* Head
Executive Escalations
Phone: ***********************
Case: 33943283
Initial Complaint
Date:09/26/2023
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.
Purchase a Frigidaire top freezer refrigerator on 7/30/23. Delivery dated 8/4/23 and on 9/20/23 noticed refrigerator not cold inside and food thawing out in freezer, immediately contacted the store in which I made purchase advising them of my problem. I was immediately informed that I still have manafactor warranty and was told to contact them which was Frigidaire. Frigidaire informed me that there was no service person in my neighborhood and it would be 3 or 4 days before someone would contact me regarding scheduling someone to come out. Now in the same conversation I informed them that this was a brand new refrigerator, just purchased on 7/30/23 and that my food was not freezing and not staying cold meaning within hours my food would be spoiled. The person showed no regards to my situation and still have not heard from them. Therefore I contacted Home Depot to informed of the situation where the manafactor was not able to give me a quick resolution for my problem and I was told by the supervisor that there was nothing that they could do. As of 9/25/23 still no helpBusiness Response
Date: 10/02/2023
September 29, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online resolutions team has closely worked on this matter. They have advised that they recently received an email from the customer who was trying to get a ********************** call scheduled with Electrolux for the past 9 days. We immediately contacted Electrolux via email, requesting that they expedite the service call. After a few days, we received an email from Electrolux approving an RGA (Return Goods Authorization) and a full refund. We reached out to the customer to clarify the return process and let them know that the store would be in contact to set up the return.
With that said, we have addressed the customers concern and consider this matter resolved.
Its The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:09/26/2023
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 refrigerator from Home Depot which ended up being defective. They sent out the delivery company who confirmed the refrigerator was defective. They scheduled four delivery windows to provide the replacement, and did not show up to any of the windows. They did not communciate any cancellations and just did not show up. I want the replacement and I want compensation for their gross incompetence.Business Response
Date: 10/10/2023
Home Depot ******, Inc.
Customer Care
************************************************************; 30339
More saving. More doing.SM
October 10, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *******************/ BBB complaint # ********
Dear **************:
We 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 regarding a refrigerator purchased from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has assisted the customer with ensuring the refrigerator is functional. The Home Depot has also offered the customer a markdown for the inconvenience.
With that said, The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***********************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: ********Customer Answer
Date: 10/10/2023
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:09/26/2023
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 bought a Frigidaire microwave from Home Depot and it arrived damaged. There was a defective installation s**** hole on top of the microwave and the microwave is now loose on the top left part of it when I installed it due to the defect installation hole.Business Response
Date: 10/10/2023
October 10, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 30303
RE: ***************** / BBB CASE#: 20658438
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20658438
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have provided an accommodation for the damage in the form of a gift card, in which ************ accepted as resolution.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
************************************ Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 10/10/2023
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:09/26/2023
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.
When I ordered my washer and dryer, the delivery date was Sept 23.On Sept 20, I received an email stating my delivery was changed to Nov 4 (6 weeks later).When I go to the Home Depot Website and order a new washer, I read that my delivery date is Sept 30!!!!!!Why is Home Depot so inaccurate or deceitful regarding delivery times?Home depot cannot answer me and either can Whirlpool.Its a scam and false advertising.Business Response
Date: 10/10/2023
October 10, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************** 30303
RE: *************************** / BBB CASE#: 20657815
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20657815
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have acknowledged the delivery expectations and provided an accommodation in the form of a gift card, in which **************** accepted as resolution.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.
Sincerely,
************************************ Escalations
Phone: ***********************
Case: ********Initial Complaint
Date:09/26/2023
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 Rigid nail gun from Home Depot that has a lifetime warranty after you register the tool. I registered the tool. I took the nail gun back to Home Depot after it stopped working. I was told Home Depot was not responsible for the warranty and I need to contact Rigid. I was told at the time of purchase by Home Depot that if the tool broke they would repair or replace it. I called Rigid Tool and was told that I need to take the tool to one of their chosen repair shops. I took the tool to the repair shop 1 hour from my home. They have had the nail gun for over 2 months. I've called them and their mail box is full.Business Response
Date: 10/25/2023
October 24, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
Re: *************************** / BBB Case# ********
Dear ***************,
We 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 regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot Executive Escalations team partnered with the Store Leadership team to address ****************** concerns. ****************** was contacted by the Store Manager and apologized for his experience regarding his Rigid Nailer. A new order was placed by the store manager to replace the damaged product. The order information and ETA was sent to the customers email for his records. ****************** confirmed the receipt of the product, offered a physical gift card for his experience that he accepted and requested to be sent to his residence during a phone call. The customer was satisfied with the resolution and resolved the complaint.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:09/26/2023
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 rented at generator from one of their locations in *********** , they told me they was hold ****** but failed to disclose that they would hold my money 10 days ( which is not fair s for the 7 hour period I would utilize their rental.) They pulled my money the same day. They rental was returned on the same day but they have not returned my money from 9/16/23, this is unfair and damaging and unacceptable.Business Response
Date: 10/05/2023
October 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: *******************************/BBB Complaint #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot local store manager reached out to the customer to address his concerns. ******************** has been informed that his refund has been released to his credit card minus the deduction for the rental fee. The store releases funds the same day and its a possibility that his bank had put it on hold. The customer was advised to follow up with his banking institution for clarity. No further action is needed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
Sha-**************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33924724Initial Complaint
Date:09/26/2023
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 9/24 we visited the West Woodlands store #**** where we purchased items A21 center drain, and A **************************************** the store (attached) showed purchasing both A21 + A22 would ***** a $140 discount, which we took advantage of. The manager signed for it, as the *** number was wrong. On 9/25 we visited ********** store #**** where we purchased items A23 center drain, and A 24 wall set of the same manufacturer, same parts for a different size shower. The manager assistant **** stated she will not sign for us to get the same discount. Since it was not advertised in HER store. Excuse me, we were buying at The Home Depot, not ****'s store..... I paid full price and am requesting the $140 discount refund advertised by the Delta manufacturer and the Home Depot as a CORPORATION. Do the store managers do whatever they feel like in their stores? That is news to me. I wasted one hour in this store and left very upset. After spending over $2000 in the last 2 days. That is horrible customer **********************.Business Response
Date: 09/29/2023
September 29, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303
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, store leadership contacted the customer for the experience. The customer will be coming into the store $140 markdown on the shower set.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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: 33919023Customer Answer
Date: 10/01/2023
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,
*******************************
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