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
- 11,596 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:11/07/2025
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: ********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.
I recently purchased a property and have been doing extensive remodeling, which includes buying tools for my projects and personal use. However, in early October 2025, I was unable to access my ProXtra account, which provides access to Pro Bucks and other benefits associated with a Pro account.On October 13, 2025, I contacted Home Depot regarding this issue, and an IT ticket (*****) was opened to investigate. A week later, I followed up and was advised to wait until October 31. After that date, I still could not access my account, so I reached out again on November 3rd. At that time, I spoke with a representative from the *************** who informed me that an investigation had concluded I violated a policy prohibiting purchases for resale purposes.I was shocked by this claim and asked what evidence supported that conclusion, as it is completely untrue. The representative stated he did not know and that nothing could be done to reverse the decision.I am currently in the middle of several projects, and my most recent purchaseover $2,000 for kitchen cabinetswas made on October 20. I would like access to my Pro account to retrieve my receipts and the ProXtra perks I was promised when opening a Home Depot credit card account. I strongly believe a proper investigation should be conducted before making such accusations against customers.Thank you for your attention to this matter. I look forward to a resolution.Business Response
Date: 11/13/2025
November 13th, 2025
Attn: Ms. ****** *****
Customer Experience Specialist?
**********************?
Serving *************, ****** & *****************?
************************************************************************************?
**********************;
RE: ****** Alvarez /?BBB Case#********
Dear Ms. **************** acknowledge the receipt of the BBB Case#********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The Home Depot Executive Escalations, Customer Solutions Team has confirmed the Customer's Online account will remain under suspension indefinitely. The Customer's suspension is valid. In addition, the Customer's purchase history for 25 months has been provided to him, as he requested.
With that being said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.?
Sincerely,
******** Robinson
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case# ********Customer Answer
Date: 11/17/2025
Complaint: 24120596
I am rejecting this response because:Thank you for providing my purchase history. After reviewing the details, I do not see any transactions that indicate resale activity. My purchases include large orders for kitchen cabinets and other materials, as well as smaller items for ongoing remodeling projectsall for personal use.
Could you please clarify which specific transactions or patterns in this history were interpreted as a violation of your policy? I would appreciate a clear explanation so I can understand the basis of this decision.
If there has been any misunderstanding, I am willing to provide documentation to confirm compliance with your policies. My purchase history reflects normal home improvement activity, including returns and adjustments that are common during large projects.
I respectfully request that my account be reinstated or that a formal review be conducted to ensure this decision is fair and accurate. Please let me know the next steps or any additional information you require from me to resolve this matter.
Thank you for your time and assistance.
Sincerely,
****** *******Business Response
Date: 11/17/2025
November 17th, 2025
Attn: Ms. ****** *****
Customer Experience Specialist?
**********************?
Serving *************, ****** & *****************?
************************************************************************************?
**********************;
RE: ****** ******* /?BBB Case#********
Dear Ms. **************** acknowledge the receipt of the BBB Case#********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The Home Depot Executive Escalations, Customer Solutions Team has confirmed the Customer's Online account will remain under suspension indefinitely. The Customer's suspension is valid. In addition, the Customer's purchase history for 25 months has been provided to him, as he requested. I am unable to disclose any information or details regarding the Customer's Online suspension.
With that being said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.?
Sincerely,
******** Robinson
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case#********Initial Complaint
Date:11/07/2025
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.
In early October, my Home Depot account was suddenly restricted from placing online orders with no explanation. When I contacted customer **********************, I was told my account was flagged for reseller activity, which is incorrect. I am an ordinary consumer buying items for my home.All of my returns were within the return window and made with receipts. In some cases I returned the unopened promotional batteries from tool bundle deals, which Home Depot explicitly allows as part of their standard return policy. I did not split bundles in any way that violates policy, and I did not attempt to return free items or anything used.I requested clarification multiple times. Several Home Depot representatives refused to provide any actual reason for the restriction and stated it was permanent. I requested a review through Corporate Security, but I have not received any meaningful explanation or resolution.I also submitted a Personal Information Report request under CCPA. The report was incomplete it did not include receipts or internal notes related to the restriction. Home Depot acknowledged my follow-up request for the missing information but has not provided it.Home Depot is denying me access to online ordering without explanation or evidence of any policy violation. I am requesting transparency, a complete response to my data request, and a review of the restriction decision.Business Response
Date: 11/12/2025
November 12, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************** 311
****************
RE: ****** Yak /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 has been advised that our ****** team has done a review and determined that the customer will remain restricted in our online system, but is still able to go in the store. The customer has been informed of this information and understands.Our online team has also provided the customer with receipts dating back 2 years.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
******* *.
Executive Escalations Representative
Office:***********************
Reference Number: ********Customer Answer
Date: 11/12/2025
Complaint: 24120479
I appreciate Home Depots follow-up and the purchase data provided. However, their response does not resolve my complaint.
The company has still not provided a clear explanation or documentation supporting the basis for my account restriction. In previous correspondence, Home Depots representatives referenced misuse of promotions as the reason, but no evidence or policy definition has been provided to support that conclusion.
My CCPA personal information request also remains incomplete internal notes or classifications related to the restriction were withheld without explanation.
The restriction continues to prevent me from placing online orders, despite no proof of any actual policy violation. I am requesting full transparency, including the internal justification for this restriction and a complete response to my CCPA request.
Sincerely,
****** ***Business Response
Date: 11/18/2025
November 18, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
***********, Suite 900 311
****************
RE: ****** Yak /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, Home Depot has thoroughly investigated this matter. The Online Investigations team reviewed the customers account activity and determined that the customer engaged in misuse of the Buy-One-Get-One promotional offers. As a result, the customers account has been restricted from placing online orders, but customer has been advised that he is welcome to continue to shop in-store.
We respectfully note that Home Depot is not obligated to provide further explanation or internal documentation beyond what has already been shared. In addition, both our Privacy Team and Legal Team have confirmed that, under the customers CCPA personal information request, Home Depot is only required to provide purchase receipts. We have fulfilled this obligation by supplying all purchase receipts dating back ***** months,consistent with the customers request. At this time, no further action is required. Home Depot considers this matter resolved, and the case will remain closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely,
******* *.
Executive Escalations Representative
Office:***********************
Reference Number: ********Customer Answer
Date: 11/18/2025
Complaint: 24120479
I am rejecting this response because Home Depot has not provided any documentation or policy basis supporting the claim of misuse. My account remains restricted without evidence of any policy violation.
My CCPA personal-information request is also incomplete. Internal notes, classifications, or flags associated with this restriction were withheld, despite being part of the information Home Depot maintains about my account.
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.
Home Depot sold me a ******* dishwasher that is missing a water nut required for installation. I went to ******* and the part is discontinued I can not use this and they refuse to take it backnBusiness Response
Date: 11/10/2025
November 10, 2025
Attn:Kaylee Bales
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
*********************;
RE: ****** ****** /BBB Complaint # ********
Dear Mrs.*****,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I sincerely apologize for any inconvenience the customer may have experienced. Our Online Executive Escalations team has reached out to the customer regarding his issue with his appliance.
The Online team has contacted the customer and arranged a return for the appliance to be returned through store #****. The customer confirmed that the store agreed to process the return, and they are satisfied with the resolution.
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 customerspatronage and looks forward to servicing their future home improvement needs.
******* *.
The Home Depot Customer Solutions Executive Escalations
Executive Escalations Team
Case: SF# ********Customer Answer
Date: 11/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date: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.
On November 2, we had made a large purchase with Home Depot. After the order, I was told that I had until 3 days to cancel the order. I would need to come in before the 5th of if I wanted to cancel and that I could cancel by then with zero cancellation fee.I called the store on November 4 to cancel the entire order. I spoke with the associate who connected me with his manager ******. ****** shared that she would be leaving the shift early to get her kid from child care and that she could not complete my request but that she would the next day, November 5. On November 6th I received information that a shipment was going to come to my house from that same order. The shipment was for $1204.66. It made no sense since I had already canceled that order. So, on Novermebr 7 I called the store. They said ****** was not available. I spoke to the chat and a store person. Both told me that I needed to receive the shipment then bring back to the store. I told them I would not be able to do that. I also told them that I did not want to be responsible for that shipment coming to my house as I would not be able to receive and I didnt want the product to be last or stolen as I will not be monitoring it.The person in the chat said that I had already been charged for the order and that the store manager did leave notes about your call to cancel but she never actually cancelled your order so I had been charged. I told them I did everything right so why was I being charged and now responsible for returning the items, and I was offered no explanation except that the manager didnt actually cancel it. The store tells me if the product is lost or stolen or damaged I would need to call my financial institution and claim damages. My card has been charged so I cannot make purchases and the charges were not authorized. My husband and I would like Home Depot to issue a full refund, and find a way to get their product we iill not be home during the time these orders are supposedly arriving.Business Response
Date: 11/12/2025
November 12, 2025
Attn: ***************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: ***** *******/ BBB CASE # ********
Dear Mrs. **************************** acknowledge receipt of your BBB notice dated November 7, 2025, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Online Resolutions Team advised:
We emailed over a copy of the refund receipt, as the store picked up the items on 11/08 and processed back the refund.
With that being said, we consider this matter is closed, in our office.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** J Duper
Executive Escalations
Phone: ************************
Fax: ************
SF # ********Initial Complaint
Date:11/06/2025
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.
RECENTLY I DID AN INVESTIGATION ON MY CREDIT REPORT AND FOUND TEMS ON THERE TO BE INACCURATE UNDER 15 U.S. CODE 168 ACCURACY OF REPORT WHENEVER A CONSUMER REPORTING AGENCY PREPARES A CONSUMER REPORT IT SHALL FOLLOW REASONABLE PROCEDURES TO ASSURE MXIMUM POSSIBLE ACCURASY OF THE INFORMATION CONCERNING THE INDIVIDUAL ABOUT WHOM THE REPORT RELATES PLEASE REMOVE THE FOLLOWING TEMS FROM MY CREDIT REPORTBusiness Response
Date: 11/11/2025
November 11, 2025,
Attn: ****** *****, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*****************
RE: ***** ****** Cabrera *******/BBB Case #********Dear Ms. ************
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase. We have attempted to reach out to the customer via email to follow up regarding their concerns; however, the customer has been nonresponsive. At this time, The Home Depot consider this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
****** J.
Home Depot-Customer Care
Executive Escalations
SF Case #********Initial Complaint
Date:11/06/2025
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.
Agents office called ****** asked for the amount to pay the premium in full. That amount was paid then months later they come back stating more money is due. Agent could not get an answer as to why.Business Response
Date: 11/10/2025
November 10, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: ***** ******/BBB Complaint #********
Dear Ms. *****,
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 Ms. ****** to offer assistance. In her response to our initial email, Ms. ****** advised that the concerns outlined in the complaint do not pertain to The Home Depot.
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,
Sha-***** *.
The Home Depot ************** Executive Escalations Team
Case: 39606234Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Home Accents Holiday 9 ft ******** ******* Fir LED Pre-Lit Tree (Order #WN38733412) from Home Depot on November 6, 2025. It was sold as new but arrived in clearly used condition the box was damaged and retaped, packaging was incomplete, and the tree showed signs of prior use.I paid full price for a new item and requested a 30% partial refund as a fair adjustment since Im willing to keep the tree. Home Depot has not provided a ************* requesting either a 30% refund to my original payment method or a no-cost exchange for a new, unopened unit. Photos are available to document the **************: ******* ******** Phone: ************ Address: *******************Business Response
Date: 11/07/2025
November 7, 2025,
Attn: ****** ****** Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving ************** ****** & **********************;
*************************;
************ Suite 900
**********************;
RE: ******* ********/BBB Case #********Dear Ms. ****** ?
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 aspects of this matter. Our Online Executive Escalations Team contacted the customer to apologize for the inconvenience. We provided a markdown on the order, which the customer accepted. The customer was advised that the refund must be processed *********** this time, Home Depot considers this matter resolved.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,
****** *.
Home Depot-Customer Care
Executive Escalations
SF Case #********Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a refrigerator from Home Depot on 10/31/25, with delivery date scheduled for 11/5/25. On the date of delivery-11/5, I found out that my order has been cancelled and new delivery date has been re-scheduled to 11/10. I didnt get prior notice or a call in regards to changes to my order, I found out by checking Home Depot app. On 11/5 when I contacted Home Depot to address the issue I was told that my refrigerator was damaged and thats why the order was cancelled and delivery re-scheduled. I was also told to call again in 3 days to check on the status.On 11/6 I called Home Depot again asking for assistance since the change to my order wasnt my fault but the companys, and delaying the refrigerator is causing extreme inconvenience to me and my family. I was told that Home Depot could get my appliance delivered as early as Saturday 11/8/25, to which I agreed. Later on the same day I received a call from Home Depot that the item is not available and delivery will still be on 11/10/25.I contacted Home Depot again on 11/6 and once again asked for assistance to resolve ongoing issue. I was informed that there was nothing that could be done about expediting my delivery, I was offered compensation to buy a mini fridge which would still have to be scheduled for delivery from Home Depot, for which I still have to wait and take time off from work. That solution was unacceptable. As of 11/6 I have been without a refrigerator for over a week now. I am again forced to take time off from work to wait for delivery that Home Depot cant confirm time slot for. I took a day off for the original delivery date that was cancelled. I had to throw away all the food that has gone bad by now, I am unable to do food shopping because I dont have anywhere to store it. Home Depot failed to offer meaningful resolution to the issue that was entirely their fault.Business Response
Date: 11/19/2025
November 19, 2025
Attn: Ms. ****** ******
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ****** *******/ BBB Case # ********
Dear Ms. ****** ******,We acknowledge the receipt of the *************** Consumer #********
On behalf of The Home Depot, I sincerely apologize for any inconvenience our valued customer may have experienced regarding their purchase. The Online Escalation Team confirmed that the customer was contacted regarding concerns about their online order.
The online team contacted the customer to discuss the order.We apologized and explained that delivery agents do not cancel all appliance orders with damage, only when the unit cannot be used as a loaner. In this case, the refrigerator was damaged at the rear near the compressor. We informed the customer that refrigerators are shipped directly from the manufacturer based on the specific order, and no alternate unit was available due to space requirements and customer needs.
We reviewed the customers order and confirmed that her refund was processed on 11/16/2025 at the store register, totaling $1,333.69:With that said, The Home Depot has addressed our customers complaints.We now consider this case closed.
Its The Home Depot's 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
Resolution Expeditor- Executive Escalations
P: *********************
F: ************
SF#********Initial Complaint
Date:11/06/2025
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 hired Home Depots installer, ACS, to install LVP flooring in two bedrooms. The installers arrived on time and were scheduled to remove the carpet, take up the tack strips, and complete the installation. However, upon arrival, they refused to proceed, citing a possible asbestos tile concern.This was very confusing and upsetting for the following reasons:ACS installed LVP flooring in another bedroom in my home last year with no issue.The only difference between last years installation and this years is that I had already removed the carpet and tack strips before they arrived this time.I received no prior communication from Home Depot or ACS that asbestos concerns could prevent installation, nor was any inspection performed beforehand, despite me moving all furniture and preparing both rooms in advance.When I contacted *** for clarification, they refused to proceed and were unable to explain why this was acceptable last year but not this year.Because of this, I am now left with two empty bedrooms, furniture sitting on my porch, and no flooring installed. I also now face the additional inconvenience of trying to find someone else to complete the job using flooring materials I purchased from Home Depot.I am requesting the following:A clear explanation as to why the installation was refused this year but completed last year under similar conditions.Why this issue was not identified before I emptied the rooms and disrupted my home.What steps Home Depot will take to resolve this situation promptly and professionally.This experience has caused significant inconvenience and stress. I have always trusted Home Depot for home improvement needs, but this situation has made me question the reliability of your installation services. I hope you will look into this matter and provide a prompt resolution.Business Response
Date: 11/07/2025
November 7, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************
**********************
****************
RE: ***** ****/BBB Case # ********
Dear ****** *****,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I would like to extend our sincere apologies for any inconvenience our valued customer may have experienced while shopping with our company.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The district manager contacted the customer and explained that ****************** cannot proceed due to potential asbestos. Remediation documentation is required before moving forward. The customer has been fully refunded, and the flooring has been marked down for them to keep.
With that said, The Home Depot has addressed our customers complaints.we now consider this case 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 if you have any questions.
Sincerely,
***** T Hodge
Executive Escalations
Phone: ************************
Fax:************
SF: 39601610
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