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

12,213 total complaints in the last 3 years.
3,523 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:07/21/2025
Type:Sales and Advertising 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 was buying a vanity during your bath sale, where you have the buy more save more discount for $350 off $1500. The vanity I wanted to purchase said bath sale but buy more save more did not apply in checkout so I called Home Depot. 1st ***** said it was a bug and talked to manager and got discount approved. While in the process of ordering the phone transfers to another *****, who tells me they dont know who the other ***** was but that no discount would now be given to me. All this ***** told me to do is call the local store, which is absurd since this is an online order, so I hang up the phone and call Home Depot again. This time the ***** took another hour and then tells me they can only honor up to $250 off. I agree because I already wasted 2 hours till that point. They placed the order and when I hung up and all was done I see the order shows no discount so I log on to my credit card and see full amount charged. This is absurd this ***** lied about the discount. What rubbish customer ********************** just to buy one vanity. I should be getting the $350 refunded to my credit card, this is crazy!
Business Response
Date: 07/22/2025
July 22nd, 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 Executive Escalations, Customer Solutions Team has advised that the Customer's Vanity order has been marked down.

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# ********
Customer Answer
Date: 07/22/2025

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:07/19/2025
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.
I ordered a riding lawn mower. It was $2,199. When it was delivered, there was a tag on it stating that the product was $1,899. The Home Depot refuses to make a price adjustment. I have been shuffled from **** Burnie HD to Catonsville HD to the text interface with no resolution and refusal to escalate my concern.
Initial Complaint
Date:07/18/2025
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 Bosch 800 dishwasher from Homedpot to be installed on July 8th but was damaged on delivery. It was then scheduled to be installed on July 18th. The installers refused to install the dishwasher indicating that the valve was corroded. When I said I would turn off valve and disconnect hose, they then said that the hole in the cabinet wasn't large enough for the new discharge hose to the sink drain. They took the dishwasher back. After they left, I looked under the sink only to find that they were not looking at the shut off valve for the dishwasher which was new and uncorroded. They also were not looking at the hole for the discharge hose which was located higher up as required but were looking at the hole for the water hose which is located lower down. I believe they simply were not interested in stalling the dishwasher. See enclosed picture of shut off valve with no corrision.
Business Response
Date: 07/22/2025
July 22, 2025

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

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

Dear Kaylee,

I hope this message finds you well. We acknowledge receipt of BBB Complaint #******** regarding a dishwasher order (WG93454462).

The Home Depots Online Executive Escalations Team has thoroughly reviewed the order and contacted the customer. The customer advised they replaced the dishwasher and hired their own plumber to install it. We offered and provided a Home Depot gift card as compensation.
With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.

Please be assured that The Home Depot is committed to satisfying all of our customers with the products and ******************** we offer. We value our customers' patronage and look forward to serving their future home improvement needs. Should you have any questions, please do not hesitate to contact me.

Best regards,
*** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor - Executive Escalations
P: *********************
F: ************
SF#: 38967358
Customer Answer
Date: 07/22/2025

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:07/18/2025
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 2 pergolas from Home Depot that were advertised as galvanized steel. But when they were delivered, we realized they were cheap metals. When I attempted to make a return, I was denied by Home Depot and asked to reach out to their Retail Transaction team. When I did, I was told that due to my frequent returns, I am not able to return the items to Home Depot. I had two previous orders that were cancelled by Home Depot themselves as they were "lost" in shipping. Now I am being penalized for their mistakes. 1-The first order, I reached out by phone, so I do not have the reason for cancellation in writing. 2- For the second order, I have attached all documents that were sent to me. Both orders were cancelled by their team, and now, as their customer, I'm being forced to keep an item that I don't want. I'm requesting a full refund, as the pergolas are not useful to me.
Business Response
Date: 07/22/2025
July 22, 2025

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

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

Dear Kaylee,

I hope this message finds you well. We acknowledge receipt of BBB Complaint #******** regarding a Pergola order (WG93454462).

The Home Depots Online Executive Escalations Team has thoroughly reviewed the order and contacted The Retail Equation (TRE) and the customer. We emailed our customer TRE return information and offered a one-time gift card refund. Our customer approved our offer and we issued a gift card.

With this resolution, The Home Depot considers the matter closed.

Please be assured that The Home Depot is committed to satisfying all of our customers with the products and ******************** we offer. We value our customers' patronage and look forward to serving their future home improvement needs. Should you have any questions, please do not hesitate to contact me.

Best regards,
*** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor - Executive Escalations
P: *********************
F: ************
SF#: 38967377
Customer Answer
Date: 07/22/2025

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:07/16/2025
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,

*** ******

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