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
- 11,856 total complaints in the last 3 years.
- 3,459 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:08/10/2023
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.
During a delivery of tiles from Home Depot, the delivery man broke the fascia board of my garage door with his delivery cart. It was on Friday,30 2023. I made a claim to Home Depot, they asked me for quotes to fix the problem, I sent 2 quotes and choose the cheapest company to do the repairs. I tried to reach ***********************, in charge of the liability claims, every day at several different times and its impossible to talk to him ( not at the office, in meeting etc..)I paid ***** dollars to have the fascia fixed and I would like to be reimbursed as soon as possible.
Business Response
Date: 08/31/2023
August 31, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Case #********
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations Team has contacted the customer and apologized for their inconvenience. Additionally, we have contacted ******** and escalated the customer's concerns to them. Our team is actively working with ******** to resolve the customer concerns as soon as possible. In the meantime,should the customer require additional assistance, please advise them to contact ****** at ************************.
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,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
SF Case #********Initial Complaint
Date:08/10/2023
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.
Received a Frigidaire dishwasher on 5/23/23 from Home Depot on lineAppliance is defective. Control panel defective.Confirmed by Home Depot Technician.LAR Service Center ************ ************.after many phone calls Home Depot said they would issue me a credit on my Visa$422.88..contact person ******* **********************..Number is Bogusno ******* thereno credit received.Business Response
Date: 08/14/2023
August 14, 2023
Attn: ***********************,Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** *****
***************************/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. We re-processed the customer refund, and she has confirmed that she has received it.
With that said, The Home Depot considers this matter solved.
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.
***************************
The Home Depot - *************
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 08/14/2023
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:08/10/2023
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.
Bought Windows / Doors to be installed Home Depot failed to provide on time installation permit expired no permit has been reopened windows pending correct installation many people have come and gone and nothing has been done (******, *****, ******, etc etc)we started this transaction over a year ago need to complete, need to close permits, house is a rental so i am losing money and will have to get into legal issues if not complete as i am not able to rent the house no one picks up the phone on any number nor return messages WTFBusiness Response
Date: 09/08/2023
September8,2023
Attn:*****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
RE: *************************/ BBB Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with theirpurchase 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 Home Depot Installation Services had manufacturer defect issues with the sliding glass door panel replacement that has delayed the completion of this installation. HDIS Had extended the permit and scheduled a site visit with the manufacturer representative where a reorder was placed and now expected September 14th.
Please know that this matter is not considered complete, and I will be following up with ************** until we get the installation completed to the customers satisfaction and we have addressed all concerns to offer compensation for the delays.
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,
******* Head
Executive Escalations Representative
Office:***********************
Reference Number: ********Initial Complaint
Date:08/10/2023
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.
We purchased garage doors from Home Depot on September 9, 2022. The purchase included two garage doors, 1 garage door opener, and installation. On April 28, 2023, the garage doors and opener were installed. On May 12, 2023 (two weeks later), the springs on the garage door with the opener broke and we could not close the door. We contacted Home Depot for a repair and on June 5th, 2023 a repair company came out. However, this repair company was different from who installed the original garage doors and opener. The repair company notified us that the opener was inappropriate for the type of garage doors we had and this should never have been installed. Two days later, on June 7th, 2023, the springs broke again and the garage door is unable to be closed. It has been over two months now and Home Depot has not repaired the springs or replaced the garage door opener with one appropriate for the garage doors installed.Business Response
Date: 08/24/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE:*********************** / BBB Case # ********
Dear ****************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our **********************, company.
The Home Depot has reviewed this case and apologized to Mrs. *********;regarding her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her experience and offer of further assistance.
The Executive Escalations Team in partnership with the Home Depot Interior Team have reviewed the customer's complaint and placed an replacement order of pusher springs and cable snubbers to address the the garage door's performance concerns, with the vendor. Currently, we are awaiting for a estimated time of arrival from the vendor regrading the delivery of the replacement parts before scheduling the next repair service with the customer. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.
The Home Depot Interior Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************Customer Answer
Date: 09/01/2023
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,
***********************Initial Complaint
Date:08/10/2023
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 ordered 3 items from homedepot.com on July 16, 2023. I paid $174.86 which included $35 for their express delivery service. The items were to be delivered on July 17, 2023. After 4 days of failed attempts at delivery I requested the order be cancelled. On July 20, 2023 $49.50 was refunded to my original form of payment. That is $125.86 short of my payment to them. I am due that money for their failure to deliver my goods.Business Response
Date: 08/14/2023
August 14, 2023
Attn:*****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900 311
*******,** 30303
****************************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with theirpurchase 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 online resolutions team confirmed they have contacted the customer to address the PayPal delays experienced with refund owed and sent the customer a Gift card in the amount for $174.86.
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,
******* Head
Executive Escalations Representative
Office:***********************
Reference Number: ********Customer Answer
Date: 08/14/2023
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:08/10/2023
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.
We placed an order for a full Kitchen suite (4 piece set) . Delivery Was Made On 6/27/2022 the Refrigerator was damaged. We were told that if we decided to keep the Refrigerator that we would receive a $350.00 credit . I Called And Spoke With A ********* On 6/29/2022 Regarding The Damage And I Was Told That There Would Be A $200.00 Allowance Credited To My Account (Instead Of Sending It Back). I Have Not Yet Seen The Credit And Would Like To Know When I Can Expect To See This Credit?I have put in numerous requests for the credit but as of today I am still waiting for the credit to be credited to my account.Business Response
Date: 08/17/2023
August 17, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ************************* /BBB Case #: 20451228
Dear **************:
We acknowledge the receipt of the BBB Case #: 20451228.
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 reviewed this case, where we forwarded our customers concerns to our Online Executive Escalations Team for their immediate attention and assistance with resolution. The Online team contacted the customer to advise their refund ********************** processed on 8/29/2022; the customer confirmed.
With that said, The Home Depot considers this matter resolved.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************). 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
The Home Depot -Customer Care
P: **********************
F: ************
Case No. 33507561Customer Answer
Date: 08/18/2023
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:08/10/2023
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.
Please see demand letter attached.Thank you.Business Response
Date: 08/11/2023
Aug. 11, 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 countertop install ordered with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has offered the customer compensation for workmanship issues. The Home Depot has also filed two claims with our third-party claims department,********, for the property damage and bodily injury claims. The customer can reach out to the claims department at ************** for further assistance.
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: 08/11/2023
My mother and I were offered $2,500 by ************ and Rich of Home Depot but they are not sending us the document for our review of the terms.
************ offered this three times already but no one is sending us anything. They are referring you back to a proposed $975 workmanship offer for my other (no where near the $3,905 Demand Letter). The $2,500 was presented as being inclusive of all our claims together.
As recent as today, I was told by Home Depot that the $2,500 offer was being worked on by ************ and ******* of ******** but it appears ****** knows nothing about this when I followed up with him.
This grows more and more concerning of unethical business behavior.
Business Response
Date: 09/15/2023
September 15, 2023
Attn: *****************;
Customer Experience Specialist
**********************
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 our customer may have experienced regarding a countertop install ordered with The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depot has offered the customer compensation for workmanship issues. The Home Depot has also filed a claim with our third-party claims department, ********, for the bodily injury claims. The customer can reach out to the claims department at ************** for further assistance.
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: 32661473Initial Complaint
Date:08/10/2023
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.
A few weeks ago, I bought paint in "yellow" and "gray" shades, but the yellow was lighter than the sample card. I returned to Home Depot, and they corrected the color issue. However, when I visited a different Home Depot later, I gave them the label from my gray paint can to make more, along with other orders. Unfortunately, they sold me extra paint and a different shade of gray than what I have on my walls as it went unnoticed that the initial can of grey paint was improperly mixed the first time. Despite my attempts to address the situation with both the store and customer **********************, they refused to return the extra paint or replace the incorrect color, even though these errors were made by Home Depot employees. I also had to spend more money on additional trays and rollers due to these mistakes. I have provided pics to show the difference in colors that are now on my home walls.Business Response
Date: 09/08/2023
September 8, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** 30303
Re: *********************** / BBB Case ID # ********
Dear **************,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his paint.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Mr. ***** regarding his concern. We have attempted to contact the customer on 3 different occasions with no success. 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********Initial Complaint
Date:08/10/2023
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 placed an online order with delivery for 8/10/23. I ordered 4 different items in various quantities.Only two of these items were delivered on the date indicated, and of these, I received the incorrect quantity. I ordered 6 closet rods and only received 3. I contacted Home Depot and they were unable to determine what happened and opened an inquiry. I would like the remaining items in my order (3 closet rods), as well a refunded delivery fee since I did not receive the items at the designated time.Business Response
Date: 08/14/2023
August 14, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: *************************** /BBB Compliant: 20449917
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their missing order with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Online Executive Team. The online team contacted the ******************** requesting further clarification on missing product. The Online Executive Escalation team has made three (3) attempts to reach out to the customer via phone and email and the customer has been unresponsive. Due to the lack of response the Online team will be closing ******************** case. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and 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.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online ********Initial Complaint
Date:08/10/2023
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 was trying to return a plumbing product. I lost the receipt. But Home Depots system allows them to recall / look up for the receipt by scanning the product and my credit card used. They saw using their system that I purchased it there. The system asked for an ID to complete the return and issue me a credit in a form of store credit (which I agreed to). The employee tried 3 times. The system denied the return. The employee then called for help. Knowing the store manager, ****, I called him to help when I saw him, thinking that he will help me and try to make a customer satisfied. Instead **** did the opposite and provided the worst customer **********************. Even when I asked for the customer ********************** number, he just looked it up online and did not give me an efficient service by trying to get a number from their information book.Also, **** kept referring to the system and that he can not do anything. As a store manager, I believe he has the power to make it right for the customer and to provide excellent **********************. However he did not!!!! And over what??? Over $100???? Which I spent in that store anyways that day and days to follow after that day. At this point, I demand a refund for the product. I want the President of Home Depot or an EXECUTIVE to call me and resolve this matter. Also, to TRAIN your employees better!!! To serve your clients!!!!Business Response
Date: 08/15/2023
August 15th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: Shy Gold /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 when requesting a refund with our company.
The Home Depot has reviewed this case and reached out to all parties involved. We have partnered with the ***************** store leadership to address ************** concerns regarding his experience when trying to return an item at the store. It was found the item was outside of our 90 day return policy which caused the denied return in the register system. Upon partnering with the store, The General Manager has agreed to assist with the refund to a store credit and address the full concerns of Mr.****. **************** 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,
***************************
The Home Depot ************** Executive Escalations Team
Case: 33501582
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