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.
- 3,468 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:06/21/2023
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.
order number cp66589620, purchased a little over a month. I paid for the men at Home depot to install the washer I purchased. Now my washer is only washing with hot water which has damaged my clothing, and they are unwilling to send the men who installed it to look at it. They are suggesting I hire plumbers who will charge me for this service, and this is not right. I want their repair team to come and repair the washer that I just purchased. Thanks
Business Response
Date: 06/27/2023
June 27, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ********************************* / BBB Case #: 20217593
Dear **************:
We acknowledge the receipt of the BBB Case #: 20217593.
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 team contacted the customer to apologize for this experience and to verify the results of their service appointment. The customer advised ********************** was completed and that the team corrected the issue.
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,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. 33023138Initial Complaint
Date:06/21/2023
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 have had continuous problems with the Home Depot promotional program. I allocate additional payments towards specific promo balances and they are not applied; rather Im told the payments are applied to balances that have already expired and for which I am already being charged interest. Very high level ****** search indicates that I am not the only one with this problem and that theyre having fact in class action lawsuits. My most recent problem involves responses from Home Depot representatives, that confirm that I do in fact have allocations on record, that those allocations were not met, and that theres really nothing theyre going to do to fix it.Business Response
Date: 06/28/2023
June 28, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: Mrs. ************************ BBB complaint #********
Dear **************:
We acknowledge the receipt of the BBB Case # ********.On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by Citibank, *********************** will receive a response directly from them.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
****************************
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 33023157Customer Answer
Date: 06/30/2023
Please be advised that I received a call from Citibank ****** on 6/28/23. It appears he has resolved my issue. Thank you for your assistance.Initial Complaint
Date:06/21/2023
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 appliances with the condition of free installation. Unable to be installed upon delivery due to status of construction. When I contacted the appliance delivery department about rescheduling installation for they gave me a date without a timeframe and told me I would be contacted the day before. I was never contacted. I rescheduled a second time and was told I would be contacted the day before with a timeframe for installation. I was never contacted, so I called them and requested a timeframe, which was then provided to me. I waited at the site for the entire extent of the timeframe provided, but no one showed up. I called the appliance delivery department and they told me their installer didn't have me on their schedule; likely due to a clerical error. They offered to reschedule a third time, but I did not see a point in wasting anymore of my time waiting for people who would never show up.Business Response
Date: 07/05/2023
July 5, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: ********************************************* / BBB Case #: 20216474
Dear **************:
We acknowledge the receipt of the BBB Case #: 20216474.
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 team contacted our ****************** who scheduled the customer's ****************** for 6/**/2023. Additionally, the Online team contacted the customer on 7/5/2023 to confirm completion and to ensure their satisfaction.
With that being said, The Home Depot considers this matter closed. 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. ********Initial Complaint
Date:06/21/2023
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.
1. They change ********** fee and tried to charge my extra without my consent and if I just waited I would have never received my oven 2. They canceled my delivery without my consent I had to find out when I called them after the manager promised me it would be there at 8pm yesterday... 3. I had to take another day off work to pick up an oven that was suppose to be delivered on Monday and rent a truck from a third party to pick up a oven that was suppose to be a deliveryBusiness Response
Date: 06/30/2023
June 30, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
******** ***************** / BBB Case #: 20216415
Dear **************:
We acknowledge the receipt of the BBB Case #: 20216415.
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 apologize for this experience. As a customer ********************** gesture, the team offered a gift card for the inconvenience, to which the customer accepted.
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,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********Initial Complaint
Date:06/21/2023
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 at the Homedepot site on June 7. I received most of the item except one item which the delivery date stated June 12. I still didn't receive the item so I contacted Homedepot about when will I receive the item and they still have no idea other then it is still being process. I asked for a refund/cancel my order and they said that it is too far into the processing so I can't cancel my order. This item was to be a Father's *** present which passed and I still have no idea when will I be receiving the item. They took my card card money and I have no item and I still don't know when will I be receiving the item.Business Response
Date: 06/28/2023
June 28, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 *********************************
RE : *************************** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolution team contacted the customer to further assist. The customer has agreed to accept the item with the delayed eta due to its status not allowing cancelation. The customer was provided with a $60 e- gift card due to the inconvenience.
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: 33023128Initial Complaint
Date:06/21/2023
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 May 31, 2023 I purchased a shower kit for $ ****** Order number WP68626490, once received it was broken, called back to get a replacement, I found out they only do refunds and i needed to purchased another shower kit. I had a contractor in my house and he could not finish the job due to that the shower walls were broken. I purchased the same item at a lower cost for ******, today I received the kit and it was broken, I refused delivery. Called Home Depot for a refund and explain situation, the only thing the rep could do was offer me a refund and to purchase another shower kit at a larger price due to the fact it will be delivered by Home Depot themselves. I want my two refunds back right away. I don't want to wait 5 days and I don't have a shower, the contractor could not finish the job. I am out of $ ******* and no shower kit and they wanted me to pay more !Business Response
Date: 06/27/2023
June 27, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: **************************** / BBB Case #: 20216177
Dear **************:
We acknowledge the receipt of the BBB Case #: 20216177.
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 team contacted the customer to advise both refunds were processed on 6/21/2023. As a customer ********************** gesture, the Online team offered a gift card for the inconvenience, to which the customer accepted.
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,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********Customer Answer
Date: 06/27/2023
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:06/21/2023
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.
Home Depot charged me $479.00 for a sliding patio door that was never delivered. I had to reorder another door and they charged me another $479.00, They owe me $479.00 for the door that was never delivered. This has been going on since 3/20/23. I need Help Please !!!Business Response
Date: 06/27/2023
June 27, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************
RE: ************************************* / BBB Case #: 20215970
Dear **************:
We acknowledge the receipt of the BBB Case #: 20215970.
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 team partnered with ***************** who issued a refund and advised the customer to allow 3-5 business days for the credit to reflect.
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,
**************
Executive Escalations
The Home Depot -Customer Care
P: **********************
F: ************
Case No. ********Initial Complaint
Date:06/21/2023
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 bought carpet on 3/14/23, scheduled it for install on 5/10/23 through Home Depot Services. The wrong color was ordered, by Home Depot / Home Depot Service's employees, not the customer. The wrong color was ********************** throughout my whole house. I've been working with the store in ****, the store manager, ******, another manager, ****, and they have been working with Home Depot Services to try to get a resolution. Nothing has been resolved yet. I have not been able to move my family into our brand new home because of this. I have now had to pay 2 extra months worth of rent to the ************* for storage and to the place we are currently living at. We just want the correct colored carpet we ordered at the price we payed for it.Business Response
Date: 07/05/2023
July 5, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: *************/ BBB Compliant #********
Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their recent carpet installation.
The Home Depot has reviewed this case and reached out to all parties involved. We called and spoke with ***************** regarding order # H4124-188015.At this time, we offered to reinstall the customers carpet, and he accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).
With that being said, we have addressed the customers concerns 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,
*********************
Executive Escalations
Phone: ***********************
Case: ********Customer Answer
Date: 07/06/2023
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.I am going into the Erie store tonight, June 6th, to choose a new carpet color and get it scheduled for installation.
Sincerely,
*************Initial Complaint
Date:06/21/2023
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 order a washer and dryer on June 4, 2023 to be delivered on June 13, 2023. To a military base which they can only deliver to on Tuesdays and Saturdays. Tuesday the 13th rolls around and they cancel the deliver for no good reason to Saturday the 17th. The 17th comes and the delivery people call and say they cant make it on base. Where I explain I can sponsor them onto the base to get the washer and dryer delivered. Driver refuses and says h*** just reschedule us again. We call Home Depot again and reschedule for Wednesday the 21st which they say will still work even though were on a military base. We get called Monday and they say it wont work and try to reschedule us further out to Saturday the 24th. At this point we just ask them to deliver it to Home Depot and well rent a U-haul so we can finally get our washer and dryer. They schedule the drop off at Home Depot for Wednesday the 21st. Now the day of 06/21/2023 we get another call saying theyre rescheduling again. At this point it is completely unacceptable to have been rescheduled so many times just because they over book their schedule. Which we were told on the phone that they scheduled too many people on Saturday the 17th.Business Response
Date: 06/23/2023
June 23, 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. We partnered with our Online Team; they have advised that the customer received the appliance on 06/21/2023 and has reported no issues with installation. The customer also mentioned being compensated for the inconvenience caused.Please know that it is 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:06/21/2023
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.
On May 17, 2023 I purchased a lawnmower from Home Depot for ******. When I got my bill from Home Depot credit I paid off the lawnmower ******. I got the lawnmower home but there was a problem so I took it back to Home Depot and they replaced the lawnmower with a new one. They lied to me saying if I have a problem with the replacement I would have to go through the insurance they sold me. I knew that wasnt true. I got the lawnmower home it didnt work properly so I took it back to Home Depots for a refund. Home Depot employee took the lawnmower back and said I would have to wait until the transaction clears then I can call Home Depot customer ********************** back to have my refund sent back to my checking account. I called Home Depot customer ********************** back just to find out they kept my refund and applied it to my bill instead of sending my refund back to my bank. I called Home Depots customer ********************** but no one wanted to help. The customer ********************** lady said that I owe from using my credit card before this transaction with the lawnmower so Home Depot kept my refund and paid my bill down without my authorization. Home Depot didnt offer me a store credit.Business Response
Date: 06/23/2023
June 23, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
**************************************************************************************************
RE: ***************************/ BBB Complaint 20211577
Dear **************,
We acknowledge the receipt of your notice dated June 21, 2023, regarding the customer referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
Upon receipt of the complaint, Home Depots Executive Escalations team tried to contact the customer via telephone/voicemail/email on 6/21/2023, 6/22/2023, and 6/23/2023 to request additional details and copies of the original/return receipts. On 6/23/2023, Home Depot spoke with the customer and determined our associates followed the proper return policy. The customer purchased the lawn mower at his local Home Depot with his consumer credit card, and the store processed a refund credit to the original payment method. The customer requested the refund be ************************ to a separate bank account, and we explained that this violates policy, as Home Depot only credits refunds to original payment methods/store credits/gift cards.
Should the customer wish to dispute the return ********************** or address any other issues regarding their Home Depot Consumer Credit card, please recommend that they contact our Credit Services Department within Citibank (South Dakota), N.A., as they are the financial organization that manages all Home Depot credit accounts. We provided the customer the direct contact information via telephone on 6/23/2023.
With that said, we have addressed the customers complaint and consider this matter resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
********************
Executive Escalations
Office: ***********************
Reference Number: 33017554Customer Answer
Date: 06/23/2023
Complaint: 20215177
I am rejecting this response because:
Sincerely,
***************************
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