Business Profile

Building Materials

The Home Depot

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

12,195 total complaints in the last 3 years.
3,522 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:07/16/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a double sink vanity from Home Depot on June 10, 2025 (Order #WG91323851), with delivery scheduled for June 18. The delivery team arrived in a box truck that couldnt access our gated driveway and said a smaller truck would be needed. Despite multiple calls and assurances, the order was delayed repeatedly, then canceled without our consent. We had to reorder (Order #CN23491125) and received only a 25% discount and only after pushing for acknowledgment of the inconvenience.The replacement vanity was delivered over two weeks late, on July 3, again in a box truck - the exact issue that caused the original failed delivery. This time, workers used a dolly to bring it up - something we were originally told was not possible. Upon opening, the vanitys marble top was cracked, and because our remodel was already delayed, we had no choice but to keep the damaged item.We selected this vanity over other styles which we preferred because of its advertised delivery timeline, which proved completely unreliable. As a result of Home Depots poor coordination and damaged product, we incurred significant costs: extended lease, contractor rescheduling, and stress from managing a preventable ordeal.We were in touch with Home Depots executive team, but after the latest communication on July 7 regarding our cracked vanity and our request for compensation, we have received no response.We are requesting $750 in monetary compensation to reflect the damages, delay, and total failure to follow through on basic delivery and product quality standards.
Business Response
Date: 07/17/2025
July 17, 2025,

Attn: ****** *****, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
**********************;

RE: **** **********/BBB Case #********
Dear Ms. *****************
We acknowledge the receipt of the *************** Consumer Complaint #********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
?
The Home Depot has thoroughly reviewed all details related to this matter. Our Online Executive Escalations Team reached out to the customer to extend our sincere apologies for the inconvenience experienced. The team successfully processed a refund for the customers order and has informed them accordingly. At this time, The Home Depot considers this matter resolved and closed.
The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
?
Sincerely,

****** *.
Home Depot-Customer Care
Executive Escalations
SF Case #********

Customer Answer
Date: 07/17/2025

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:07/14/2025
Type:Delivery Issues
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.
Purchase toilet on order #H****-52673 Amount $277.13 on June 17, 2025. Arrived broken in pieces. 6/22/25 Called Home Depot, mgr name ***** She reordered and told me cant get credit until damage is received. She placed a replacement order #H208-527492. I place another order from Home Depot on 6/22 (Home Depots order #****-526723). *** to deliver it 6/26, then 6/27 by 5:30 pm. The van drove away and found out it was damaged from their tracking. Four days in a row, *** gave me specific hours on dates. On 6/28 *** is showing delivery Monday afternoon and saw *** across the building and then he drove away. I checked their tracking number 1ZB4B9760321633657 and it states damaged on that day and was to return to sender. . I dont understand that a toilet is porcelain or ceramic and the first delivery was broken in pieces. Now they drove by me last night and today they are going to deliver Monday but its noted damage. It is impossible to reach ***. Two toilets, two damaged. Today I get a notice that it will be delivered July-16 between 2:30 pm to 5:30 pm. I will not accept a package *** described as damaged. Tracking reflects it. It was in ********* on 7/11 and I live 20 minutes from ********* yet they will deliver July 16th!! I dont want anything from *** and at this point, nothing to do with Home Depot. I have spoken to the following mgrs: ****, Ramena or Nareema, ******* ********* ***. None can help. I contacted ************ Home Depot Corp and spoke with ******* He suggested let it be delivered, then call the store to pickup and to refund order. It is almost 1 month that they have strung me around, Im tired of it all. Im 74 and the package that was claimed damaged by *** is 126 pounds. If left outside the door, it is open breezeway subject to heavy rains as we have been having heavy rains. The box will disintegrate. Im referred to the local Home Depot but that is a waste of time. I listed the Manager and Asst. ***** They need training.
Business Response
Date: 07/17/2025
July 17, 2025

Attn: ****** *****
Customer Experience Specialist
**********************
******************************************************************
Atlanta, GA 30303

RE: ***** ******/ BBB Case # ********

Dear Kaylee,

We acknowledge the receipt of the BBB claim # ********. On behalf of The Home Depot, I apologize for the experience our customer had regarding a replacement toilet order (H0208-527492).

The Home Depot has carefully reviewed and investigated this matter. We reached out to the vendor for support. When we did not hear back in a timely manner, we process the refund for the toilet and sent a gift card for the inconvenience.

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 ******************** we provide. We value our customers patronage and look forward to serving their future home improvement needs. If you have any questions, please feel free to contact me.

Warm regards,
***** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor- Executive Escalations
P: *********************
F: ************
SF#: 38936304
Customer Answer
Date: 07/19/2025

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:07/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In July 2020, I purchased ****** Meadow Oak Rigid Core Luxury Vinyl Plank Flooring from Home Depot (Order #H****-94318, Danvers, MA Store #****). The product is part of Home Depots Home Decorators Collection and manufactured by **************** (MSI Surfaces). It was advertised as waterproof, durable, and backed by a lifetime residential warranty.Within just a few years, the flooring began to buckle, peel, and separate under normal use. It was professionally installed over a level plywood subfloor in a climate-controlled kitchen and maintained according to manufacturer guidelines. The failure is not due to misuse its a clear product defect.I submitted a warranty claim with all documentation and photos. Home Depot and *** acknowledged the damage but offered only a $55 e-gift card the original material cost and declined any responsibility for labor or material replacement. Their justification was based on fine print excluding labor from warranty coverage.However, this is not a normal warranty issue. The product was marketed with claims of durability and longevity that clearly were not accurate. Labor was not incidental it was incurred based on the false pretense that this flooring would last for decades. The flooring failed after just a few years, which suggests misleading advertising and a lack of accountability.I have filed a formal complaint with the ************************************************************ under Chapter 93A. I am filing here to document this publicly and request a fair resolution.Desired Resolution: Full replacement of the defective flooring Good-faith compensation for labor lost due to misrepresentation Internal review of product marketing and warranty practices.
Business Response
Date: 07/17/2025
July 17, 2025,

Attn: ****** ****** Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving ************** ****** & **********************;
*************************;
************ Suite 900
*****************

RE: ***** *********/BBB Case #********
Dear Ms. ******

We acknowledge the receipt of the *************** Consumer Complaint #*******
On behalf of The Home Depot, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase.
We contacted the customer to apologize for any inconvenience caused. We partnered with our leadership team and thoroughly reviewed the matter.
After careful consideration, we have denied the customers request for compensation. As outlined in the warranty details shared with the customer,the product warranty covers material defects in the flooring itself but does not extend to labor or installation costs associated with replacement.Additionally, the installation was not performed by The Home Depot.
As a customer ********************** gesture, we offered the customer a full refund for the product itself, which the customer has declined.
At this time, The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,

****** J.
Home Depot-Customer Care
Executive Escalations
SF Case #********
Customer Answer
Date: 07/17/2025

Complaint: ********

I am rejecting this response because:
Attn: ****** *****
Trade Practice Specialist
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************
**********************
*****************

RE: ***** ********* / BBB Case #********

Dear Ms. ****************** you for your ongoing attention to this matter.
In response to Home Depots most recent letter, I feel compelled to clarify why their refusal to cover the $1,600 labor cost is unacceptable.

The product in questionBrooks Meadow Oak Luxury Vinyl Plank (Model # VTRHDBROMEA7X42)was advertised as a "low maintenance flooring solution" that would "withstand the test of time" and is backed by a lifetime residential warranty. It was also specifically promoted as "100% waterproof, scratch, stain and dent resistant, and as suitable for residential and commercial use.

These are not vague marketing phrasesthey are explicit claims that helped me and countless other customers feel confident in the product's durability and long-term performance. Unfortunately, the product failed after just a few years, despite being installed in a temperature-controlled environment and used within the scope of standard residential living.

I should not be forced to absorb the $1,600 labor cost for reinstalling a product that was misrepresented in both durability and longevity. Whether Home Depot performed the installation is irrelevantthe products failure is not due to improper installation, but rather a clear defect or breakdown in performance, contradicting the claims listed above.

I am once again respectfully requesting that Home Depot honor its responsibility and cover the labor costs associated with replacing this defective product. A labor-only quote from Seaport Handyman & *************** has been provided.

If no further resolution is offered, I intend to escalate the matter further through additional consumer protection channels and senior leadership at MSI and Home Depot.

Sincerely,
***** *********
Business Response
Date: 07/17/2025
July 17, 2025,

Attn: ****** *****, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*****************

RE: ***** *********/BBB Case #********

Dear Ms. **************** acknowledge the receipt of the *************** Consumer Complaint #*******

On behalf of The Home Depot, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase.

As previously mentioned, we contacted the customer to apologize for any inconvenience caused. We partnered with our leadership team and thoroughly reviewed the matter.

After careful consideration, we have denied the customers request for compensation. As outlined in the warranty details shared with the customer, the product warranty covers material defects in the flooring itself but does not extend to labor or installation costs associated with replacement. Additionally, the installation was not performed by The Home Depot.

As a customer ********************** gesture, we offered the customer a full refund for the product itself, which the customer has declined.

At this time, The Home Depot considers this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Sincerely,

Dalela J.
Home Depot-Customer Care
Executive Escalations
SF Case #********
Customer Answer
Date: 07/17/2025

Complaint: ********

I am rejecting this response because:
Attn: ****** *****
Trade Practice Specialist
Customer Experience Specialist
**********************
Serving Metro *******, ****** & *****************
********************
**********************
*****************

RE: ***** ********* / BBB Case #********

Dear Ms. ****************** you for your ongoing attention to this matter.
In response to Home Depots most recent letter, I feel compelled to clarify why their refusal to cover the $1,600 labor cost is unacceptable.
The product in questionBrooks Meadow Oak Luxury Vinyl Plank (Model # VTRHDBROMEA7X42)was advertised as a "low maintenance flooring solution" that would "withstand the test of time" and is backed by a lifetime residential warranty. It was also specifically promoted as "100% waterproof, scratch, stain and dent resistant, and as suitable for residential and commercial use.
These are not vague marketing phrasesthey are explicit claims that helped me and countless other customers feel confident in the product's durability and long-term performance. Unfortunately, the product failed after just a few years, despite being installed in a temperature-controlled environment and used within the scope of standard residential living.

I should not be forced to absorb the $1,600 labor cost for reinstalling a product that was misrepresented in both durability and longevity. Whether Home Depot performed the installation is irrelevantthe products failure is not due to improper installation, but rather a clear defect or breakdown in performance, contradicting the claims listed above.
I am once again respectfully requesting that Home Depot honor its responsibility and cover the labor costs associated with replacing this defective product. A labor-only quote from Seaport Handyman & *************** has been provided.
If no further resolution is offered, I intend to escalate the matter further through additional consumer protection channels and senior leadership at *** and Home Depot.
Sincerely,
***** *********
Initial Complaint
Date:07/13/2025
Type:Product Issues
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 placed online Order WJ87915788 for in store pickup and was notified within 30 minutes that the inventory is inaccurate and the item is not in stock. I paid for the order using a gift card and was told that I need to physically come into the store to get my refund credit, which can only be used in store and with my ID. I expect my refund to be emailed to me and I should be able to use it online and in store. Why do I need to come into the store for a refund when there is no merchandise for me to pick up? Why is my refund only good for in store when I was able to use a gift card to place an online order. This is a complete waste of my time.
Business Response
Date: 07/14/2025
July 14, 2025

Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
*****************

RE: **** Ma/ BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted by the online resolutions team, which provided the following information. We called store 4138 and spoke to ********* to request a refund via check due to the customer's location. ********* completed a refund to the customer's confirmed address. She advised 7-14 business days for its arrival. We emailed the customer a copy of the receipt and set expectations for the check's arrival and confirmed address. We issued a $20 electronic gift card for the inconvenience of the item not being in stock and the refund method.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Please contact me should you have any additional questions or concerns.

Sincerely

********* *.
Executive Escalations
Phone: ************************
Reference Number: 38927859

Customer Answer
Date: 07/16/2025

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,

**** Ma
Initial Complaint
Date:07/13/2025
Type:Service or Repair Issues
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.
A whirlpool washer was purchased on February 20, 2025, from Home Depot. It finally arrived a month later on March 18th, 2025, was installed. From the very beginning it was not acting like it should, we called the local store in ********* Maine and told them, and they said it was out of their hands, and we would have to call the ********************** which we did, they never answered until we finally got them and told them it hasn't worked right since day one , with knocking and jumping around, scraping noises, etc ,etc,. . They said they don't have anyone in this area to come out and look at it, we would have to find someone, pay them and then send the receipt to the *********** for reimbursement of no more than$ ******, The machine finally died on June 29th2025 On June 30th I called Home Depot and again was told to call the warranty *** which I did, and spent over one hour trying to get this resolved, which they didn't. All we want is for them to refund our money for the machine ,the tax on it, and the delivery charge.
Business Response
Date: 07/14/2025
July 14, 2025

Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
*****************

RE: ******** **** / BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted by the online resolutions team, who provided the following information. We replied advising that we can honor the refund request, but since it is outside normal policy/procedure, we would only be able to make the washer down to $0.01 and send the refund for the delivery fee as an HD GC separately. We issued the refund for the washer and sent a $100 GC via email for the shipping fee and inconvenience.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Please contact me should you have any additional questions or concerns.

Sincerely

********* *.
Executive Escalations
Phone: ************************
Reference Number: ********
Customer Answer
Date: 07/17/2025

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:07/13/2025
Type:Service or Repair Issues
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 July 1, 2025 I placed an online order from Home Depot for several items needed for a home remodeling project, the flooring specifically was to be delivered on the 5th it didn't arrive, after numerous calls, and messaging with HD and days of waiting at the job site it still never came. On the 12th I received 33 boxes (half of what I ordered) with two boxes visibly damaged. I immediately called customer ********************** to only be told that they cant deliver the other half and to just return it or go into the store and buy it. A very rude manager! I have asked for compensation for the lost pay to my employee to sit and wait for a product that never arrived, for the lost time and delays in my project, and for the inconvenience caused by them. They have offered me 15% off a future purchase, But only if I order online again which is not acceptable to me. I refuse that. This has cost me greatly and put me behind, I need a better resolution! this is unacceptable.
Business Response
Date: 07/16/2025
July 16, 2025

Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************** 311
*****************

RE: *** ****** / BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assist and provided the following update. The customer has accepted and approved the markdown for $400, and we released it back to her financial institution.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Please contact me should you have any additional questions or concerns.

Sincerely

********* *.
Executive Escalations
Phone: ************************
Reference Number: ********
Customer Answer
Date: 07/16/2025

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:07/10/2025
Type:Service or Repair Issues
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.
Today, July 10th, I arrived at Home Depot in ********************** to accept and finalize a contingent job offer upon showing up for a store visit. The email was stated as such. This offer was in response to a number of steps I took to apply for a freight position I saw on their website. I filled out the questionnaire and even submitted my resume. Days later, an automated email said I got the job and had to tour the store.When I arrived, the manager had no idea I was coming. I offered my resume and the manager said she wont need it. She then interviewed me, and ended the interview stating that they were never hiring and it was a glitch in the system that had been telling candidates for months that they were contingently hired. Why did she interview me then instead of just saying that they werent hiring?This is very bad business practice, and I would like Home Depots HR department to call me and verify that the store is in fact not hiring when they posted on their website that they were in fact hiring. The manager either lied to me or there is a real glitch that needs fixed. Either way, she said that many others have come in over several months with the same thing happening. I dont buy it.I am jobless and I dont need to be a part of some bad business practice that hurts people. I dont have time to waste on bad management and/or dishonesty. I want an apology from Home Depots HR and a chance to interview at another location, possibly my hometown before I moved to *****************. I just want a real shot at the job. Not a made up decision before I even had the chance to interview. She wouldnt even take my resume! She just asked me 3 questions and said they were never hiring and it was a glitch in the system. Totally unprofessional and unacceptable.This will also affect my future decision to shop there. Very bad for business. Please have them call me and give me an honest interview at a different location if positions are available. Thank you
Business Response
Date: 07/14/2025
July 14, 2025

Attn: ****** *****
Customer Experience Specialist
**********************
Serving ************** ****** & **********************;
*************************;
***************************;
*****************

RE : ***** ****/ BBB Complaint # ********

Dear Ms. ******

On behalf of The Home Depot,I apologize for any inconvenience our customer may have experienced regarding Home Depots job application process.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to our Associate Relations Team, as they are the department that manages all Home Depot human resource concerns. At the conclusion of the review and investigation by Associate Relations, Mr. **** will receive a response directly from Human Resources/Associate Relations.

Please know it is The Home Depots goal to satisfy all our customers with the products and ******************** we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. If you have any questions, please do not hesitate to contact me.

Sincerely,

***** *.
The Home Depot
Executive Escalations
Phone: ************************
Case: ********
Customer Answer
Date: 07/16/2025

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:07/10/2025
Type:Service or Repair Issues
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.
Formal Complaint Against Home Depot In April 2024, I hired Home Depot for a major renovation project that totaled over $100,000. Since completion, I have experienced serious and unresolved issues directly caused by the contractor Home Depot *********** this day, I do not have hot water, and both my medicine cabinet and toilet rack were installed improperly. These defects were brought to Home Depots attention multiple times including during an in-person walkthrough yet they remain unaddressed.I was also left without a functioning kitchen for over six months, which forced me to spend unnecessary money on daily living expenses that should not have been required. These extended delays and failures have caused significant hardship and disruption.Home Depot extended a $10,000 compensation offer, which I formally rejected. I have not signed any final paperwork, and the resolution proposed does not reflect the true extent of the damages or the financial and personal impact. Despite sending detailed and urgent emails to their executive escalation team, I have received no response.I am now facing the cost of demolishing and redoing the bathrooms entirely, which is unacceptable after a six-figure investment. I am seeking full responsibility from Home Depot for the necessary repairs and remediation, or an appropriate financial reimbursement that reflects the actual damage and hardship I have endured.Thank you for your attention to this matter.
Business Response
Date: 07/15/2025
July 15, 2025

Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************

RE: ******** ****/ BBB Case #: ********

Dear Ms. **************** acknowledge receipt of BBB Case #: ******** and appreciate the opportunity to respond.

On behalf of The Home Depot,we sincerely apologize for any inconvenience our valued customer may have experienced in connection with their installation service.
After a thorough review and investigation conducted in collaboration with our Executive Services and Legal teams, The Home Depot extended a resolution offer to the customer totaling $10,000. This includes:

$8,000 as a goodwill gesture to acknowledge and address the inconvenience experienced, and
$2,000 to support the purchase and installation of a water heating unit through a service provider of the customers choosing, in alignment with their request that no further Home Depot personnel enter the residence.

Based on this resolution, The Home Depot considers the matter closed.

We remain committed to delivering quality products and services and to ensuring customer satisfaction.

Sincerely

The Home Depot
SF Case #: ********
Customer Answer
Date: 07/15/2025

Complaint: 23580346

I am rejecting this response because:
The $10,000 offer is insufficient and unacceptable given the scope of the damage and unresolved issues caused by this project:

- I still do not have hot water in my home a basic necessity.
- The medicine cabinet and toilet rack were improperly installed and never corrected.
- I was without a functioning kitchen for over six months, which caused serious disruption and unexpected expenses. and I began notifying Home Depot early on when it became clear the project was being significantly delayed.
- I now face the possibility of demolishing and redoing both bathrooms, despite having already spent over $100,000 on this renovation. The $10,000 offered doesnt come close to covering the cost of fixing the damage I would have to completely demolish and redo both bathrooms just to restore basic hot water functionality, which is outrageous after spending over $100,000.
This was clearly discussed with Home Depot representatives during walkthroughs, emails, and follow-ups, yet the company is choosing to ignore these facts.

Furthermore, I have not signed off on any final paperwork, and I am requesting the following documents, which have not yet been provided:

- Copies of all permits pulled for the project
- Copies of the contract between Home Depot and their contractor
- Warranty documents for materials and labor
- My full customer agreement/contract with Home **********************

Home Depot has failed to deliver a completed and livable renovation, and attempting to close this matter with a blanket statement does not resolve the damages I am left to fix myself.

I am requesting a refund of at least $55,000$75,000, which more accurately reflects the ongoing damages, incomplete and defective work, the time spent without a functioning kitchen, and the cost of redoing essential parts of the renovation.

I expect a serious resolution.
I have not signed off on any final paperwork, so I do not understand how Home Depot can claim this matter is closed while major issues remain unresolved.

Sincerely,

******** ****
Business Response
Date: 07/17/2025
July 17, 2025

Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************

RE: ******** ****/ BBB Case #: 23580346

Dear Ms. **************** acknowledge receipt of the rebuttal submitted regarding BBB Case #: 23580346.

On behalf of The Home Depot,we extend our sincere apologies for any inconvenience the customer may have experienced in connection with their installation service.

As previously communicated, a Settlement and Release Agreement was sent to Ms. **** on June 30, 2025.Following a comprehensive review conducted in coordination with our Executive Services and Legal teams, The Home Depot extended a resolution offer totaling $10,000. This offer includes:

$8,000 as a goodwill gesture to recognize and address the inconvenience experienced; and
$2,000 to support the purchase and installation of a water heating unit through a third-party service provider of the customers choosing, in accordance with the customers request that no further Home ********************** personnel enter the residence.

We have carefully reviewed the customers request for additional compensation and determined that the offer extended is both fair and reasonable based on the facts and documentation provided. While we understand the customers position, the requested amount of $75,000 does not align with our findings and is not considered a reasonable resolution under the circumstances.

We regret that this outcome may not meet the customers expectations. However, this represents The Home Depots firm and final position regarding this matter.

Sincerely

The Home Depot
SF Case #: ********
Customer Answer
Date: 07/17/2025

Complaint: 23580346

I am rejecting this response because:
I am writing to formally dispute Home Depots continued position that this matter is resolved.

First and most importantly:
I have never signed any final paperwork or Certificate of Completion. I made it very clear to the contractor at the time that I would not be signing anything due to the ongoing issues most seriously, the fact that I still do not have hot water in my home. That is not a small detail it is a basic necessity, and no responsible contractor or company should consider any project complete without it.

The project also included multiple installation failures. The medicine cabinet and toilet rack were never properly installed. I was left without a functioning kitchen for over six months, and I began notifying Home Depot of delays and concerns early on in the process.

Home Depots recent internal email response to me, suggesting that my communications are intimidating or bordering on harassment, is deeply inappropriate and feels like an attempt to silence a dissatisfied customer. I have simply been sending emails and asking for updates when no one is replying or taking my situation seriously. I have been trying to resolve this for over a year and have every right to follow up, especially after paying over $100,000 for work that has left my home in worse condition.

To be clear, the offer of $10,000 is not acceptable. It doesnt come close to covering the cost of demolishing and redoing the 2 bathrooms in order to restore hot water and correct the other issues. However, I do want to make it known that I am willing to negotiate a fair offer. The reality is that $10,000 does not come close to covering the cost of repairs needed to restore hot water, fix faulty installations, and address the damage left behind all of which require major corrective work.

At this time, I am requesting that Home Depot provide:

A full copy of all permits pulled for this project.
A copy of the contract between Home Depot and the subcontractor used.
All warranty documentation.
An explanation of how the project was marked complete without my signature or final sign-off.

Unless Home Depot is willing to revisit this matter in good faith, I will continue to pursue all appropriate regulatory options.

Sincerely,

******** ****
Initial Complaint
Date:07/09/2025
Type:Service or Repair Issues
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.
Product 1: Hotpoint 6.2 cu ft vented electric dryer in white with auto dry, product 2: hotpoint 4.0 cu. ft top load washer in white with cold plus and water level control These were ordered in the store of Home Depot in ************* on June 19th. The promised delivery was to be on June 26. I received a text message saying the date was moved to the 28th. On the 28th they said the machines would be delivered on the 2nd of July, I complained and said that would be the last time they extend the date before I take action. On the 2nd of July, Home Depot sent me a text saying it was going to be the 8th of July before they could deliver. I called them and told them that was not going to be OK, and their response was rude and dismissive. On the 3rd of July, my husband and I went to the store to have our order canceled and our funds returned. The assistant manager of ************* Home Depot (named *******) denied the ability to do either. He would not (or could not) cancel the order and would not return our money. His exact words where "You will have to wait till they (the washer and dryer) are delivered and refuse them. Then we(home depot) will charge you a 15% charge for having to resell the product." My husband and I called Home Depot Corporate to talk to someone there, and they confirmed that the order could not be canceled, and they have no intention of returning my money in a timely fashion, if at all. And most probably, not all of it.
Business Response
Date: 07/11/2025

July 11, 2025

Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
***********, Suite 900 311
****************

RE: ****** ******/BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our store reached out to advised that customer has been informed that she will need to come into the store to process refund for order.

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. Customers case will remain open until resolution is met.

Please contact me should you have any additional questions or concerns.

Sincerely,

******* *.
Executive Escalations Representative
Office:************************
Reference Number: ********
Customer Answer
Date: 07/11/2025

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:07/09/2025
Type:Service or Repair Issues
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 purchased a dehumidifier on 6/25/25. I went to the store today 7/9/25. To return my purchase.Because i'm not happy with it. This was the first time that I was made aware that on 6/16/25. They have a new policy that you can only make returns within the first seven days. The store manager returned the sixty dollar.Charge to my credit card for the extended warranty. But she would not return the amount to my credit card for the dehumidifier in the amount of ******. She told me she could only give me store credit. She also told me the only place. The new policy is posted in the entire store. Is that the customer ********************** desk where returns are being made. She says they do not have the notice posted at the register where you check out. I have not shopped at home depot in several years. There were so many letters and codes on my receipt. With return dates that it was confusing to me. I want the store two return my store credit. And refund me in cash or check or back to my credit card for the purchase. It is not my fault.The store didn't have it properly displayed for customers to see at the self checkout.
Business Response
Date: 07/10/2025
July 10, 2025

Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************

RE: ***** *******/BBB Case No. 23574846

Dear Ms. **************** acknowledge the receipt of BBB Case No. 23574846.

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. In coordination with ***************** we arranged for a refund check to be mailed to the customer, who was advised to allow 57 business days for delivery. As a goodwill gesture, a Home Depot gift card was also provided, which the customer accepted.

With that being said, The Home Depot considers this matter resolved.

Please know that The Home Depots goal is to satisfy all our customers with the products and ******************** 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 Solutions
P: ***********************
F: ************
Reference No.38901952
Customer Answer
Date: 07/11/2025

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,

***** *******

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