Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11,863 total complaints in the last 3 years.
- 3,465 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:04/18/2023
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 417-2023 I entered the home Depot in ******************** in *********** ******** ***** to pay $150 to rent a truck for 4 hours the total was paid on my credit card they stated you may have pulled it out too quick go ahead and put it in again at that point it took 126 more over the 150 and cleaned out my account I got no receipt no proof t was there furthermore my bank State s home Depot has a hold on my funds which they claim they don't this is theft by deception
Business Response
Date: 04/28/2023
April 28, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
RE: *************************** / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ******** and provide this interim response.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their transaction.
The Home Depot has carefully reviewed and investigated this matter and contacted our store, finance department and our customer. We have not been able to find any transactions for this customer in ours or the truck rental systems with the information provided. Our customer is talking to his bank for a copy of the details of the transactions to provide to us so that we can investigate further. We do not consider this matter closed and will provide a final update once it is resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
Case: 32267053Initial Complaint
Date:04/18/2023
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 purchased a playground and it came to me missing pieces and parts in every box on every step. Order number WB41517772.Business Response
Date: 04/24/2023
April 24, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************
RE: ************************* / BBB Case #: 19950039
Dear *************:
We acknowledge the receipt of the BBB Case #: 19950039
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 the merchant and Nonstop Delivery carrier. The carrier agreed to pick up and return the playset upon the customer disassembling it. The merchant also agreed to replace any broken parts if needed. As a customer ********************** gesture, the Online team offered a 30% post-sale markdown in addition to the 20% discount that had already been applied to the order per the customer's request. If any additional assistance is needed,please advise the customer to contact the agent who reached out to them (******* @ *************************).
With that being said, this matter is still in progress and monitored until we reach a final resolution. 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
**********************:***********************
Fax: ************
Case Number: 32259490Initial Complaint
Date:04/18/2023
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 purchased patio furniture from Home Depot April 2, 2023 it was supposed to be delivered April 10 of 2023. The company that they are using for shipping said that they attempted delivery on April 10 at 5:29 PM. I then called the company and tell them that I was home all day and they never attempted to make delivery as I was talking with a lady on the phone. The company then said it was delivered which I had not been. I have been fighting with Home Depot and the delivery company for the past seven days trying to figure out where my furniture is, they said they had investigations of a dock check at their location, which I never received any confirmation about, every time I called the company that was handling the shipment of the furniture. I was put on hold for two hours each time just for them to say they had no other answers for me and they could never get a hold of a supervisor. Home Depot has let this problem in my hands when I feel that they have dropped the ball in their customer **********************. I also cannot get the credit taken off the Home Depot card until this apparent investigation has been resolved. I am left with a $1300 payment as well as no furniture.Business Response
Date: 04/20/2023
April 19, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** *****
RE: ***********************/ BBB Complaint#: 19949867
Dear ******,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a
transaction 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 Home Online team has contacted the customer to reschedule their order delivery.
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,
***** F.
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:04/18/2023
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 installed laminate flooring and we agreed on an approximate price of $14,000. The price was supposed to be all inclusive, *********** came in removed the carpeting and the padding. The leader of the crew then bought out a leveler and said that it was going to be an additional $2000 to level the floor. My house is 22 years old and I am the original owner. I have a few problems with the additional $2000.I think that a majority of floors aren't perfectly level. Home Depot must know this after installing thousands of floors across *******. Was my floor really that unlevel?Why was I told about the additional fee after the carpet was ripped up and in pieces. The installation team randomly slopped some liquid on the floor which I am still cleaning from the walls months later .They never checked the floor again to see if it was level The fact that the floor was never checked again to see if it was level lets me know that this is a way of them adding fees to the job.Business Response
Date: 05/01/2023
May 1, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************************************************************************************
RE: ***********************/BBB Case # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.Our installation coordinator advised on the day of the installation ****************** was advised by the installer of the possible need for additional leveling once the carpet was removed, to which you agreed to pay the additional charges before the work was completed.
With that being said, The Home Depot has addressed our customers complaint., and 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 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,
***** T Hodge
Executive Escalations
Phone: ***********************
Fax: ************
**: ********Initial Complaint
Date:04/18/2023
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 set up a measure for flooring through Home Depot after talking to and confirming they do still offer a military discount (otherwise would have went through lowes who does give one). Measure was completed and came time to choose flooring. ***** who is great (worked with her multiple times) assisted with getting the quote worked up. Went in for payment and was told that Home Depot doesnt do a full 10% anymore. But would get 400$ off. I was a bit aggravated but We had just had a water damage so didnt have time to shop around now that went through with everything with Home Depot. Went up with the packet to check out and nothing was discounted at all. Total price was ********. Would really like to see the 10% discount that was confirmed by Home Depot customer ********************** prior to setting up appointment and wasting time. We did go though with the purchase but not thrilled with how we received bad info multiple times.Business Response
Date: 04/20/2023
April 20, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Case # ********
Dear ******,
We acknowledge the receipt of the BBB Case # ********. On behalf of The Home Depot, I apologize for any inconvenience our customer has experienced regarding receiving a military discount on order H3843-101810 for flooring.
The Home Depot has reviewed this case and reached out to all parties involved.The store refunded the customers original form of payment $400.12 on 4/19/2023. With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.
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.
Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 32267077Initial Complaint
Date:04/18/2023
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 ordered a new ** washer for delivery and install April 5th to our new house. (WB41957743).It was delivered defective, but I did not find out until several days later when we moved into the house. We have not been able to run even 1 load. It is now April 18th and we still have no working washer. Home depot sent someone days after we reported the issue to inspect the washer. They determined that it was defective. 4 days go by where I hear nothing so I call to check on status of replacement washer. I am then given the run around for 1.5 hours on the phone. Eventually I am told that ** must also now send someone to inspect and repair or replace. This is uancceptable to me. ** still does not even know when they will be coming and we are a family of 7 creating dirty laundry every day, paying hundreds in laundering services every week that goes by. After seeing that in this scenario, ** was holding the laundry room hostage, I spent another almost 3 hours with customer ********************** trying to get to a manager. (total phone time investment now of about 5 hours) When I finally reached the manager (*****, or ****, refused to provide last name or any other identifying information), she was extremely rude and ended up hanging up on me while I was still talking, while talking over me at the same time. The amount of time it took to reach her was insane. Who has time to spend 2.5 hours on the phone to get there. I spend between ******k at home depot yearly remodeling and furnishing properties. Why am I required to jump through this many hoops just to get a working washer? Why is that person a customer ********************** manager in her position and why are they so hard to reach? I am highly unsatisfied with this kind of service and I want a working washer scheduled immediately or my laundry bills paid while Home depot allows ** to hold my new, defective washer hostage.Business Response
Date: 04/24/2023
April 24, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************
RE: ************************* / BBB Case #: 19949335
Dear **************:
We acknowledge the receipt of the BBB Case #:19949335.
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 and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer regarding their complaint. The customer stated there was a dent in the drum of the washer and they wanted a replacement. A no cost order to replace the defective dryer was placed, and delivery was scheduled for 4/24. We followed up with the customer, and they confirmed that the new delivery was successful, and the issue was resolved.
With that being said, The Home Depot considers this matter closed.
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 contact me should you have any additional questions or concerns.
Sincerely,
Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********Initial Complaint
Date:04/18/2023
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.
The local home depot will not return calls or assist with the appliances they delivered to the residence. The appliance is brand new and still has the stickers on it. The local managers said they would return our call but have not. We have left multiple messages. The customer ********************** is lacking.Business Response
Date: 05/12/2023
May 12, 2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************
RE: *********************** BBB Case # ********
Dear *****************************,
We acknowledge the receipt of the *************** Consumer # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our Online Resolutions Team has been assisting with this matter, I have been advised by them that they have already placed a no-cost order to replace the defective fridge. The replacement fridge has arrived and is working satisfactorily, without any issues.
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:04/17/2023
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.
Order # H1939-174271 / ********** ******************** Home Depot (HD)Original delivery date 3/28. ********** were requested to be returned according to Home Depot's 48 hour major appliance return policy. The call to ask for return on defective appliances was placed on 3/30. Pick up date was set for Monday, April 3rd. HD customer ********************** rep on that call indicated a 3 - 5 business day process for the return and that I should receive an email once the items are scanned and marked "returned" internally. Called on Friday, April 6th to ask for an update since appliances were deemed returned on 4/3, as I received an email indicating so. On April 6th HD customer ********************** representative indicated that the first customer ********************** rep was wrong and the return would not process for at least 7 to 10 business days, and that I should call back if I don't receive my refund by Thursday, April 13th. I asked, do I need to return to the store to process the refund? Response was "No, they have your card on file, it will automatically go back to your card."3rd call placed on Thursday April 13th. This HD customer ********************** representative expressed their deepest apologies to me for the error. I was told the first customer ********************** representative, and the second never completed a step on their end to process the return. She indicated she kept me on hold while she had another person process the return internally (something that was to be done on April 3rd). She agained started to apologize and stated, I (customer) would need to return to the store to process the return b/c it was on a debit card. She asked that I not return to the store until Monday, April 17th because it will take another day to process the units as returned. Arrived at store April 17, 8 pm and was given another run-around story of "processing the return". Left the story angry, frustrated, and without refund. I purchased a new washer and dryer from different store on credit, in anticipation of return of these funds.Business Response
Date: 04/21/2023
April 20, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303
RE: *********************** /BBB Compliant: 19948752
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance return with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted to advise that his refunded and been processed. ******************** confirmed that he has received his refund and he will reach out later to discuss compensation. No further assistance is needed at this time.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 32269426Customer Answer
Date: 04/22/2023
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:04/17/2023
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.
Contacted ******************* on 4-10-23 They provided copy of receipt and warranty.They advised I contact manufacturer.Called Therma Tru on ****. Spoke with ****** and described that door does not hang true & plumb. She stated that is not covered under their warranty. They send the parts to an assembler who assembles product and then delivers to HD for installation.I also described the gaps in side lights that I repaired with caulk. ****** suggested that I replace the hinge screws to tighten up door. I explained that I paid $6,322.63 for the door and I was not about to remove screws and replace them, particularly since the door is very heavy. Additionally, I would assume that an assembler would have assembled it correctly according to manufacturers specs.She said this is a HD problem. She volunteered to contact the ******************* to intercede on my behalf that they need to execute the repairs.The installation fee charged by Home Depot was $1,056.00. With taxes I paid $7,614.66 ****** sent a warranty claim form. I filled it out complete with photos.Have not heard back from anyone.Business Response
Date: 04/27/2023
April 26, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: *************************/BBB Complaint#: 19948635
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their roof repair with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The home service team completed a site visit with the customer on April 25, 2023. The customer issues and concerns has been addressed and both parties have agreed to a resolution. Resolution agreed on is the put new screws in to tighten up the hinges which should correct this concern. The next concern is all 4 windows have slide down leaving a line at the tip of the windows. Vendor will supply new screws and plugs, and 2 doors weather seal will be replaced. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********Customer Answer
Date: 04/27/2023
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:04/17/2023
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 purchased an air conditioner and central air install from Home Depot in 2017. My contract stated that I had an 18 month interest free financing plan. Home Depot charged me interest after 12 months and back charged interest for the entire 12 month period. I spoke with them on the phone over a period of months in 2018 to have the account settled and to my knowledge it was settled. Home Depot now has a record of collection on my credit account which is harming my score. I would like this removed as the account was settled years ago. I do not have any statements regarding this account any longer as it has been years since I have dealt with this issueBusiness Response
Date: 04/26/2023
April 26, 2023
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************RE: ***********************************/ BBB File #********
Dear ******:
We acknowledge the receipt of the BBB File # ********.
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 (South Dakota), 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 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,
Zenae F.
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 32266207
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