Complaints
This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11,596 total complaints in the last 3 years.
- 3,488 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a refrigerator from Home Depot on 10/31/25, with delivery date scheduled for 11/5/25. On the date of delivery-11/5, I found out that my order has been cancelled and new delivery date has been re-scheduled to 11/10. I didnt get prior notice or a call in regards to changes to my order, I found out by checking Home Depot app. On 11/5 when I contacted Home Depot to address the issue I was told that my refrigerator was damaged and thats why the order was cancelled and delivery re-scheduled. I was also told to call again in 3 days to check on the status.On 11/6 I called Home Depot again asking for assistance since the change to my order wasnt my fault but the companys, and delaying the refrigerator is causing extreme inconvenience to me and my family. I was told that Home Depot could get my appliance delivered as early as Saturday 11/8/25, to which I agreed. Later on the same day I received a call from Home Depot that the item is not available and delivery will still be on 11/10/25.I contacted Home Depot again on 11/6 and once again asked for assistance to resolve ongoing issue. I was informed that there was nothing that could be done about expediting my delivery, I was offered compensation to buy a mini fridge which would still have to be scheduled for delivery from Home Depot, for which I still have to wait and take time off from work. That solution was unacceptable. As of 11/6 I have been without a refrigerator for over a week now. I am again forced to take time off from work to wait for delivery that Home Depot cant confirm time slot for. I took a day off for the original delivery date that was cancelled. I had to throw away all the food that has gone bad by now, I am unable to do food shopping because I dont have anywhere to store it. Home Depot failed to offer meaningful resolution to the issue that was entirely their fault.
Business Response
Date: 11/19/2025
November 19, 2025
Attn: Ms. ****** ******
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ****** *******/ BBB Case # ********
Dear Ms. ****** ******,We acknowledge the receipt of the *************** Consumer #********
On behalf of The Home Depot, I sincerely apologize for any inconvenience our valued customer may have experienced regarding their purchase. The Online Escalation Team confirmed that the customer was contacted regarding concerns about their online order.
The online team contacted the customer to discuss the order.We apologized and explained that delivery agents do not cancel all appliance orders with damage, only when the unit cannot be used as a loaner. In this case, the refrigerator was damaged at the rear near the compressor. We informed the customer that refrigerators are shipped directly from the manufacturer based on the specific order, and no alternate unit was available due to space requirements and customer needs.
We reviewed the customers order and confirmed that her refund was processed on 11/16/2025 at the store register, totaling $1,333.69:With that said, The Home Depot has addressed our customers complaints.We now consider this case closed.
Its The Home Depot's goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***** *.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: *********************
F: ************
SF#********Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I hired Home Depots installer, ACS, to install LVP flooring in two bedrooms. The installers arrived on time and were scheduled to remove the carpet, take up the tack strips, and complete the installation. However, upon arrival, they refused to proceed, citing a possible asbestos tile concern.This was very confusing and upsetting for the following reasons:ACS installed LVP flooring in another bedroom in my home last year with no issue.The only difference between last years installation and this years is that I had already removed the carpet and tack strips before they arrived this time.I received no prior communication from Home Depot or ACS that asbestos concerns could prevent installation, nor was any inspection performed beforehand, despite me moving all furniture and preparing both rooms in advance.When I contacted *** for clarification, they refused to proceed and were unable to explain why this was acceptable last year but not this year.Because of this, I am now left with two empty bedrooms, furniture sitting on my porch, and no flooring installed. I also now face the additional inconvenience of trying to find someone else to complete the job using flooring materials I purchased from Home Depot.I am requesting the following:A clear explanation as to why the installation was refused this year but completed last year under similar conditions.Why this issue was not identified before I emptied the rooms and disrupted my home.What steps Home Depot will take to resolve this situation promptly and professionally.This experience has caused significant inconvenience and stress. I have always trusted Home Depot for home improvement needs, but this situation has made me question the reliability of your installation services. I hope you will look into this matter and provide a prompt resolution.Business Response
Date: 11/07/2025
November 7, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************
**********************
****************
RE: ***** ****/BBB Case # ********
Dear ****** *****,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I would like to extend our sincere apologies for any inconvenience our valued customer may have experienced while shopping with our company.The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The district manager contacted the customer and explained that ****************** cannot proceed due to potential asbestos. Remediation documentation is required before moving forward. The customer has been fully refunded, and the flooring has been marked down for them to keep.
With that said, The Home Depot has addressed our customers complaints.we now consider this case closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** T Hodge
Executive Escalations
Phone: ************************
Fax:************
SF: 39601610Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 4th, I met with ***** to discuss refinishing my kitchen cabinets. After our meeting, I decided to move forward with Home Depot and, per Brians suggestion, applied for a Home Depot credit card to process the deposit for the service.After giving it some additional thought over several weeks, I decided not to proceed with the project. My main reason was that I wanted to add a dishwasher, and the service offered by Home Depot was limited to cabinet refinishing/refurbishing.On September 24th, I notified the installation coordinator, *******, that I would not be moving forward. I had assumed that I would receive a full refund; however, I only received $3,953.26 of the $5,721.49 charged to my credit card.I am confused as to why only a partial refund was issued. I have already contacted the Home Depot Credit Card services, *************************************** Depot, but have not been able to reach a resolution.Could someone please review this matter and provide guidance on how I can receive the remaining refund balance? I would greatly appreciate any clarification or next steps you can provide.I have attached the sales receipt for your reference. Thank you for your time and assistance.Business Response
Date: 11/17/2025
November 17th, 2025
Attn: Ms. ****** *****
Customer Experience Specialist?
**********************?
Serving *************, ****** & *****************?
************************************************************************************?
**********************;
RE: ***** ******** /?BBB Case#********
Dear Ms. **************** acknowledge the receipt of the BBB Case#********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The Home Depot's **************** team has confirmed the Customer's check has been processed and is enroute to her. Executive Escalations has also provided the Customer a Gift card for the inconvenience.
With that being said, The Home Depot has addressed our customers complaint.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.?
Sincerely,
******** Robinson
The Home Depot - Customer Care
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case#********Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Around 11AM November 25th 2024, movers arrived from Home Depot to deliver a refrigerator i had purchased and paid for delivery.. I was home at the time of delivery.The people who showed up ended up dropping the refrigerator down some stairs in front of my house and damaged my rail, downspout for gutters, siding, and garage doors. The estimated cost of repairs came to about 3 thousand dollars.The delivery drivers said that they had contacted their boss and that everything would be handled so they were well aware of the damage they caused. I was initially contacted by Home Depot and told their insurance would cover the repairs. After several weeks I was told that they had subcontracted the work and that I would have to deal with the contractor's insurance. That subcontractor failed to work with their own insurance and i was eventually told that they were not covered for the damage. I went back to home depot and they eventually offered me a settlement which they immediately took back saying I had to deal with the subcontractor directly. The subcontractor ignored the multiple estimates for the work and offered me less than the cost it will take to replace only the door sticking me with thousands in additional costs.I have tried to reach out to Home Depot but they have stated that they refuse to work with me at all because the uninsured contractor they used is being "responsive" with their lowball offer. It has been nearly a year and no one is willing to pay for the damages caused by the uninsured delivery company being hired by Home Depot. That company *** logistics has gone so far as to say they want to prorate the door replacement cost as it was 20 years old even thought it was entirely undamaged and working as expected. I am left on the hook and this is simply unacceptable.Business Response
Date: 11/12/2025
November 12, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
*****************************************************************************************
****************
RE:***** *********/ BBB Complaint # ********
Dear Ms. **************** acknowledge the receipt of your notice dated November 6, 2025, regarding the customer referenced above. On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his refrigerator delivery.
The customer has been contacted, and we are still working towards an appropriate resolution. I will share an update once the issue has been resolved.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
******** *.
Executive Escalations Representative
Office:************************
Reference Number: ********Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought all new kitchen appliances. The salesman got the wrong sizes. I now have an oversized dishwasher on my kitchen and the one that was supposed to arrive and fit they canceled and the delivery is refusing service after they broke my cabinet. I called multiple times. the history speaks for itself I need help.Business Response
Date: 11/10/2025
Nov. 10, 2025
Attn: ***************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: ***** ****** / BBB complaint # ********
Dear Ms. **************************** 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 with appliances purchased from The Home Depot.
The Home Depot has carefully reviewed all information pertaining to this matter. We spoke with the customer regarding her delivery. She stated that she did not want the delivery team back out.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** *.
Executive Escalations
Reference Number: 39599445Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Roomba Max 705 robotic vaccuum through Home Depot's website as Christmas gift for my wife. The order was processed but never shipped. After speaking with a Home Depot customer ********************** *** through their toll-free number *************), the order was cancelled and placed again. After a couple of days I checked back and learned the second order was nor on backordeer and would not ship until April 2026, far too late for the holidays. I called and spoke to four more customer ********************** ***s, who said that could not cancel the order and refund the $588.49 charged to my **** card.Business Response
Date: 11/14/2025
November 14th 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
**** *****/BBB Case 24113753
Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 24113753
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order.
No further action required. Closing case
We spoke to *** ***** who advised he no longer requires assistance
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
***** Mitchell
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
SF# ********Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a kitchen appliance package at Home Depot. After shopping around that day and seeing incentives available we decided to go to Home Depot as we have an open account and a buisness membership. They had the appliance in stock that were eligible for the incentives and we were told were eligible as well as 0% interest.Well that was not the case-No incentives and out pro card was exempt from 0% this has cost us over $1000Business Response
Date: 11/12/2025
November 12, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******* *******/ BBB Case #: 24113173
We acknowledge receipt of BBB Case #:24113173.
On behalf of The Home Depot, please accept our apologies for any inconvenience our valued customer may have experienced regarding their purchase.
After a thorough review and investigation, The Home Depot offers the following response:
We partnered with the Online Executive Escalation Team to address the concerns.
At the conclusion of the review, the customer agreed to a $600 refund for the missed ******* rebate.
Regarding the dispute on interest charges applied to the Home Depot Credit Card, the customer was advised that any questions must be directed to ********, as they manage the credit account.
The customer was also informed that the Pro Xtra Credit Card is not eligible for 0% financing. This is outlined in the cards terms and conditions, as the Pro Xtra program provides additional perks that differ from standard financing offers.
Thank you for allowing us the opportunity to address this matter. Please let us know if any additional information is required.
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 ******************** 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
Resolution Expediter- Executive Escalations
SF Case #: ********Initial Complaint
Date:11/06/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned two Defective/Damaged Milwaukee Tool Sets online. Online gave me one label and both were in one box with *** Tracking 1Z87557E9090423461. I was refunded for only one but both show returned. I am owed for the $199.00 Milwaukee Tool Set 3/8 Drive SAE/Metric and Mechanics Tool Set plus tax. Please review the cameras and issue me a refund. The Order number is WJ96042378. I chatted with online customer ********************** and they just told me to wait a few days. That is not right when one is refunded back and not the other. I buy a lot from Home Depot out of trust.Business Response
Date: 11/17/2025
November 17, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving ************** ****** & **********************;
*****************************************************************************************
*****************
RE: ******** *****/ BBB Complaint # ********
Dear Mrs. ******
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed the complaint details. The Home Depot has reached out to the customer regarding their concerns and has assisted with a refund.
The Home Depot does consider this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** ******
The Home Depot Executive Escalations
P: *************** at extension 271051
F: ************
Case: ********Customer Answer
Date: 11/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *****Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 1, 2025, The Home Depot delivered the wrong pavers to my residence, leaving three large pallets obstructing the handicapped parking space designated to my household. Despite multiple phone calls, emails, and certified letters, Home Depot failed to remove the pavers for more than two months (July 1September 13). During that time, I repeatedly warned Home Depot that the obstruction was hazardous. *********, the delivery contractor, repeatedly promised to retrieve the pavers but never appeared until mid-September.On September 11, while maneuvering my vehicle around the obstruction, my car struck the edge of one of the stacked pallets and sustained substantial damage. Home Depot later referred my damage claim to Sedgwick (Claim #***********), assuring me that ******** would handle the repair compensation. I promptly submitted all documentationphotos, written statements, and two repair estimatesbut the claim was mishandled. ******** provided inconsistent communication, denied liability without factual explanation, and issued a $500 goodwill payment offer. Their own correspondence acknowledges that it was Home Depots responsibilitynot Sedgwicksto remove the pallets.After months of delay and poor communication, Home Depot and ******** have refused to accept responsibility for damages resulting directly from Home Depots negligence in removing the obstructing pallets. I am seeking fair compensation for my losses, including vehicle repair costs, rental expenses, and the hardship caused by Home Depots prolonged inaction.Business Response
Date: 11/18/2025
November 18, 2025
Attn:Kaylee Bales
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*********************;
RE: **** *********** /BBB Complaint #********
Dear Mrs.*****,
We acknowledge receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I sincerely apologize for any inconvenience the customer may have experienced. The Online Executive Escalations team has reached out to the customer and apologizes for any inconvenience the customer has experienced in regard to the recent GL claim decision.
The Online Executive Escalations team, in partnership with our third-party claims team ********, has contacted the customer to apologize for the inconvenience this situation has caused. ******** has performed a thorough evaluation and respectfully denied the ** claim and declined the customers request for compensation.
The Online Executive Escalation team has offered Mr. *********** a goodwill gesture in the form of a mailed check, contingent upon receipt of a signed settlement and release agreement. This is in addition to a discount that has already been extended by our third-party team, ********.
We have received communication from Mr. *********** via email declining both the offers mentioned above, however, The Online Executive Escalation team has invited the customer to reach out within the next 15 days if they wish to accept the final offer goodwill gesture per the inconvenience upon receiving a sign and release agreement.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
******* *.
The Home Depot Customer Solutions Executive Escalations
Executive Escalations Team
Case: SF# ********Customer Answer
Date: 11/19/2025
Complaint: 24112999
I am rejecting this response because:
I appreciate the opportunity to clarify the record.
Home Depots response mischaracterizes both the facts and the nature of my complaint. The damages I sustained were not merely an inconvenience but the direct result of Home Depots mishandled delivery and delayed pickup, which blocked a handicapped parking space in front of my home for over two months and resulted in verifiable vehicle and property damage.
********, acting as Home Depots third-party claims administrator, denied my claim without performing an adequate investigation or any on-site inspection. The $500 payment referenced in Home Depots response was not a discount, as stated, but a goodwill check. I have not cashed this check, as the amount does not represent fair compensation for the documented losses I incurred.
I also declined Home Depots subsequent offer of $1,000, which was conditioned on signing a release of liability. My documented damages exceed $11,000. Accepting a nominal goodwill payment would permanently waive my right to seek full restitution.
As of today, the matter remains unresolved. I intend to file formal complaints with the appropriate regulatory agencies regarding Sedgwicks handling of this claim.
Desired ********************start="1590" data-end="1593"> I continue to request full compensation for the documented damages caused by Home Depots negligent delivery and their delayed removal of materials.
Sincerely,
**** ***********Business Response
Date: 11/19/2025
November 19, 2025
Attn:Kaylee Bales
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*********************;
RE: **** *********** /BBB Complaint #********
Dear Mrs.*****,
We acknowledge receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I sincerely apologize for any inconvenience the customer may have experienced. The Online Executive Escalations team has reached out to the customer and apologizes for any inconvenience the customer has experienced in regard to the recent GL claim decision.
The Online Executive Escalations team, in partnership with our third-party claims team ********, has contacted the customer to apologize for the inconvenience this situation has caused. ******** has performed a thorough evaluation and respectfully denied the ** claim and declined the customers request for compensation.
As previously stated, The Online Executive Escalation team has offered Mr. *********** a goodwill gesture in the form of a mailed check, contingent upon receipt of a signed settlement and release agreement. This is in addition to a discount that has already been extended by our third-party team, ********.
We have received communication from Mr. *********** via email declining both the offers mentioned above, however, The Online Executive Escalation team has invited the customer to reach out within the next 15 days if they wish to accept the final offer goodwill gesture per the inconvenience upon receiving a sign and release agreement.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
******* *.
The Home Depot Customer Solutions Executive Escalations
Executive Escalations Team
Case: SF# ********Initial Complaint
Date:11/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Depot delivery problems.****** broke during a delivery cost my company time and money,a lot of money filed a claim there insurance passed it off to someone else who passed it off again yet I paid Home Depot,to date the problem has not bin taken care ofBusiness Response
Date: 11/13/2025
November 13, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** &*****************
************************************************
*****************
RE: ****** ***** / BBB Complaint #********Dear Ms. ******************* 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, it was determined that The Home Depot Store appropriately filed General Liability Claim ***********, with *************************** on behalf of *** ***** for damages he reported from his order delivery.
Sedgwick is the third-party claims management company that handles all general liability issues for The Home Depot. It was found that ******** has appropriately tendered the claim to the party responsible RXO for a review and decision. *** is the company that was contracted to deliver *************** Depot order.
As this Claim is still in progress with the responsible party RXO and the claimant *** *****, there is nothing further The Home Depot can do at this time.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
******* Head
Executive Escalations
Customer Solutions
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.