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
- 11,895 total complaints in the last 3 years.
- 3,463 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/29/2023
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.
4-19-23, Ordered a shower set with 3 pieces. Only one piece arrived. Contacted store..*******************, manager directed me to cancel order, get refund and order again. (with a discount). They had determined the other pieces weren't coming. I did so. 4/27/23 Shower set arrived with one broken part. I called local home depot manager, who again told me to return it and reorder from Home Depot.com. (discount promised). I reordered again on 5/9/23. This time 3 pieces were cracked. Contacted ******************* at ********** store who advised another return and reorder. Home Depot.com refused my return as it had been flagged as possible fraud because of my return record. Referred to The ***************. I've contested and Home Depot has 30 days to respond. These orders were done because I needed the shower soon because my husband was having a knee replacement and I had someone who could install it right away. $1,127.63 cost. Order no CP ******** RAR# ************THD
Business Response
Date: 06/06/2023
June 6, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ******************************* / BBB CASE#: 20116514
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20116514
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have confirmed the return was processed in store on 5/31. In addition, we have offered a gift card accommodation for the inconvenience.
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
Phone: ***********************
Case: 32733088Customer Answer
Date: 06/07/2023
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. Thank you so much for your help. Home Depot moved quickly to resolve the issue.
Sincerely,
*******************************Initial Complaint
Date:05/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a whirlpool gas range model#WFG505M0MS on 4/22. The delivery was made on 5/13. The appliance was installed on 5/22 and immediately defective when plugged in. The range will not stop igniting! I called to have an install check for 5/27 and no one came or called. When we checked in, Home depot CSRs provided no helpful solution other than call whirlpool and its no longer a home depot problem.This $700 brand new gas range is defective right out of the box. This appliance is for our investment property and it is unreasonable to have wasted $700 on a defective unit! We cannot sell the property with a defective appliance! We ask that home depot replace the defective unit with a working one.Business Response
Date: 05/31/2023
May 31, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
Re: ***************************** /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Escalation team has reached out to customer and assisted with providing a replacement range. ******************** was sent communication via email of the new replacement range and updated of the delivery date for his records. We are considering this matter resolved.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:05/28/2023
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: H0778-326384 Ordered on 1/23/23 I ordered flooring for laminate and carpet. Prior to placing the order, I spoke with Home Depot or their representative that called with the quotes. I advised I had concerns about the floor squeaking. I was advised if it was minor, just needed a wood wedge or a nail, the installers would fix it. If major, they would stop and let me know so I could get that fixed before they finished the installation. Once the carpet installers came and finished, I walked upstairs and it was still squeaking. I called the store and spoke with the flooring department. She said I was supposed to tell the installers. Well, I was not told that when I discussed this prior to paying for the install. And the installers didnt speak English. Since this was discussed prior, this should have been told to the installers. She offered me a $50 credit. I declined and advised I wanted it done as promised. She said she would pull the tapes to confirm what I was told. She has not called back and I still have squeaking. It fix this, my new carpet has to be pulled back up. I am requesting them to send an installer back out to fix this properly, as initially promised and will be on recorded calls.Business Response
Date: 06/23/2023
June 23, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
Re: *************************** /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Escalation team has contacted ****************** and partnered with the Senior Installation team to discuss customers concerns regarding her carpet installation. ****************** was scheduled for a service visit with the installation manager to assess the subfloor issues,however since the issue in question was a pre-existing matter, it was assessed as needing additional work to address the squeaking issues.
****************** has the option to hire an outside contractor to address the squeaky floors at her cost and has since informed she would like to think more on the matter and discuss further of her decision.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:05/28/2023
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.
About 6 months ago I purchased a patio set online from Home Depot for $860 (Order #W898959910). Since it's been winter, we kept the set indoors and had not used it up until this weekend in May. My 95 year old grandfather was sitting on one of the benches went it completely snapped/cracked in half. We double checked the weight capacity to confirm we had not went above it. The piece was clearly fault and my grandfather was rushed to get medical care. Upon calling Home Depot I was routed to four different people, all of which told me there was nothing that could be done as I was outside of some 30 day return window. I do not want a return. I would like HD to accept accountability for the faulty piece of furniture and provide a refund for the now destroyed piece. A fall like this could have been fatal for my grandfather. Instead, I was met with rude employees that kept repeating "call the corporate line and follow the prompts". This is exactly what I did four times, to no avail. Not a single employee was willing to speak with me about the furniture or direct me to someone willing to apologize. There was zero effort on behalf of the company to resolve this issue.Business Response
Date: 06/08/2023
June 8, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************** 30303
RE: ***************************** / BBB CASE#: 20115210
Dear **************,
We acknowledge the receipt of the BBB CASE#: 20115210
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We received an email from the customer stating they had decided to keep the patio furniture set but wanted a refund. We were able to process the refund accommodation and confirmed that the refund was processed successfully.
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
Phone: ***********************
Case: 32725988Initial Complaint
Date:05/28/2023
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.
flooring project cost $8,200 approximately.1. delivery person scratched up my driveway and front porch.2. No one picked up phone at Home Depot when Delivery person refuse to put flooring items inside the home. Delivery Person insisted to leave items in the garage, which was NOT recommended by Home Depot.3. Conflicting information, miscommunication, miscoordination in RE-DELIVERY of the items when the Home Depot contractor ready to work in a day's time.4. Lack of response and acknowledgement from HOME DEPOT upon my complaint about my scratched up driveway and front porch.Business Response
Date: 06/26/2023
June 26, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *********************/ BBB Complaint # ********
Dear ********** ********** 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 carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot service team made attempts to contact the customer on 5/30 and 6/2 but were unsuccessfully. I attempted to reach the customer by email and phone on 5/23, 6/2, and 6/7 but was unsuccessful.
With this being said, The Home Depot considers this matter closed until further contact from the customer.
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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:05/27/2023
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 recently purchased a washer and a month later purchased a matching dryer. I found out about the 11% rebate after purchasing dryer. Brand new dryer on the floor. Filled out the information on Home Depot for my 11% rebate. It was approved got an email stating my rebate is on its way for ****. That is not 11%, someone needs to take math again. It should have been $110. When I called the company (no one who spoke English) I was told the dryer was an older model. Brand new even in the box, but yet its an older model. False advertising and misleading for 11% rebate. Home Depot can take the $**** and stick where the sun dont shine. I will never step foot in another Home Depot store. Sincerely,*************************************Business Response
Date: 06/07/2023
June 7, 2023
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
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 their appliance rebate.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ********************** regarding her rebate. In speaking with our customer, we have partnered with her local store to process the rebate and concession for her inconvenience. 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:05/27/2023
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 open an account with Home ********************** on September 2021. I received a monthly PAPER STATEMENT and was paying my account on time. On April 2023 Home Depot DID NOT SEND ME AN STATEMENT so I called their Customer ********************** and made a report. Their Customer ********************** personnel informed me that they will make the correction. I went to Home Depot at ****** Center in *********, ****** and made a payment anyway. I also sent a letter to Home Depot Customer ********************** reminding them to send me a Paper Statement so I can make the proper payment on time. Home Depot have not done this but instead sent me a notice through email that my account is past due. Citi Cards who handle Home Depot Accounts also sent me a notice. My Email is not reliable that is why I always prefer Paper Statements.Business Response
Date: 06/07/2023
June 7, 2023
Sent Via *********************************************************** 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 customer may have experienced regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (************), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by ********, ******************************* will receive a response directly from them within 10 business days.
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 customers patronage 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: 32718276Initial Complaint
Date:05/27/2023
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.
An issue with your ***** store having an order on hand and then your 800 rep could not contact that store, told be that they would send me the merchandise without any shipping charges. But they could not take off the charges until I called after receipt of the shipment. I did and after 1/2 an hour a credit was to be issued ($8.99 plus tax), a lower amount was said to be issued. I am tied of trying to contact Home Depot and spending time on hold. Apparently HD has plenty of time to handle problems without taking care of the the problem. There are other alternatives.The order number is CP7707101.Business Response
Date: 06/06/2023
June 6, 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 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. The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted by the online resolutions team to further assistance. The customer was offered and accepted a Home ********************** gift card due to the experience with both orders.
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: 32713798Customer Answer
Date: 06/07/2023
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:05/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our floors were scheduled to be installed March 29, 2023 and to be completed on March 31, 2023. The install did not go as planned. The installer did not install the flooring and quarter rounds per manufacturer standards. After a walk-through on April 4th, it was determined all the quarter round would need to be replaced along with thresholds for three doorways. We had to wait three weeks. Another installer was sent May 2nd to replace the quarter round but later we found out, he was told to not use the new quarter round and to try to save the existing. That did not work and ended up making the problem worse. Another walk-through that same day uncovered that the flooring was not laid correctly and not enough space was left to install the quarter round. We were informed the floors would have to be redone completely. That means tearing everything out and reinstalling. Now here were are two months later still living in the front part of our house wondering if the next installers that are scheduled to be here May 30, 2023 are going to do their job. The installers left a mess each time, we had nails, dust and silicone all over the new floors. The first time, it took us 2 hours to clean and that is when we found the problems. The next time, we were picking up pieces of shavings from the laminate and nails. We also found that the baseboard had been broken in one closet and damaged in several areas. This has been THE worst experience I have ever had with Home Depot. Communication is non-existent with the installers USIG and Home Depot wants me to continually coordinate and work things out with the installer. Since this is supposed to be a vetted contractor, Home Depot is responsible for ensuring this project goes right. If USIG fails to install everything properly, Home Depot will need to hire a new contractor. We expect full refund plus damages for what we have had to go through the past two months. Store 468 Invoice H0468-480883. Contact **** in Installations *****Business Response
Date: 06/09/2023
June 9, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
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 their flooring installation.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding her install. In speaking with our customer, we have agreed to compensate with her upon receiving signed documentation. The Home Depot considers this matter in progress.
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:05/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 25th 2023 I purchased an ** Tower Washer/Dryer for $2577.76 from Home Depot. It was delivered May 3rd 2023. As soon as the drivers turned the dryer on 2x it didn't stay on but 5 to 10 minutes each time although set for 60. Since they left it continued to have problems including not all the washer buttons functioning, the suds rolling out of the washer after the washer has finished, speed wash of 20 minutes staying on 45 minutes with suds light blinking while still washing, water left in the drum when done, clothes soaking wet after spinning and done, and it kept getting louder and louder as the 3 weeks I was in possession of it continued. I called Home Depot right away and they said I needed to contact **. I even went in within 10 days and spoke with a person in the appliance area of Home Depot who gave me a different number I didn't have. I did call that number and scheduled service. The repair person never showed up which was scheduled for May 19th. I contacted ** via text and got no response so I contacted the vice president of ** via email and they responded with a text stating they would send me $100 for my lost labor and that the case was closed. I called Home Depot on Monday May 22nd and spoke with a person at Home Depot named **** who said I had **************************** and I would get a full refund no problem. I had to hire outside help to load the ************************************************* more money and I brought the ** back to the store on May 24th where the asst ******* and ******* said I would not get a refund although the ******* did unload it in Home Depot parking lot without refunding my credit card. The refund policy online states 30/90 day return with the exception of a damaged appliance when delivered upon receipt of said appliance. I didn't see any damage when it arrived and so I don't see how that exception applies in this case. Home Depot accepted the items, left them on their lot but didn't refund my account.Business Response
Date: 06/05/2023
June 5, 2023
Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
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 their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ****** regarding her appliances. In speaking with our customer, we have processed a return ********************** as of 06/03/2023. 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# ********Customer Answer
Date: 06/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************
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