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

12,146 total complaints in the last 3 years.
3,490 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:07/01/2025
Type:Sales and Advertising 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.
selling used as new.
Business Response
Date: 07/12/2025
July 12,2025
Attn:Kaylee Bales
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*********************;

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

Dear Mrs.*****,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********

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 carefully reviewed all information pertaining to this matter. The Home Depots Executive Escalation team made multiple attempts to speak with Mr. ***** regarding his complaint with no success.
The Executive Escalations team partnered with the store team to establish customer contact with no success via phone or email regarding his concerns with Home Depots selling practices.
The Home Depot has done its due diligence to provide assistance,and we consider this matter now closed, due to no customer response.
Sincerely,
Shonyea M.
The Home Depot ************** Executive Escalations Team
SF#********
Initial Complaint
Date:07/01/2025
Type:Product 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.
Refusal to issue refund for interest and fees charged and accrued on returned item.
Business Response
Date: 07/18/2025
July 18, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

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

Dear Ms. *****,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their line of credit with our company.

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depots credit company ******** is the financial organization managing credit accounts. As a result,we have forwarded the complaint to ******** accordingly. All terms and conditions for Home Depot credit cards are facilitated by ********. ********* Executive Response Team will provide the next steps and the customer's resolution path will be facilitated and discussed with the customer by their assigned ******** representative within fifteen business days.
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,

Sha-***** *.
The Home Depot ************** Executive Escalations Team
Case: 38859402
Initial Complaint
Date:07/01/2025
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.
Last night I came to pick up an online order at the ****************************** location a door described (and reviewed) as having pre-drilled holes. When I arrived at the pick-up desk, I was abruptly told by an employee to "wait behind the sign" in a tone more suited for scolding a child. I wasnt being disruptive, just trying to get assistance.Shortly after, an employee named ****** brought the door out. I asked if it was the one with the pre-drilled holes. Instead of responding, he just shrugged. When I clarified that I specifically needed the version with holes, he said, Well, this is what you got. You can get help in the doors section. I asked again if someone could help me and treat me with a little kindness, and he just repeated that I should go to the doors section. No apology. No offer to check the order. Just completely dismissive.I ended up getting a refund, with zero acknowledgment from ****** or anyone else that the situation was frustrating or that my time had been wasted.I then went to the doors section, where I waited a long time after being told someone would help me. No one came. Another employee finally admitted there was no one assigned to that area and got a manager for me. Shockingly, the manager didnt apologize eitherfor the incorrect product, the rude behavior, or the wait. He simply called someone else over and walked away.The final employee I spoke with was at least helpful. He explained that the door I was looking for would need to be custom ordered, which is not what the item description or reviews suggested. He did offer an apology and explained how I could drill the holes myself, which I appreciated. But by then, I had wasted over an hour and left incredibly frustrated.Home Depot used to be a place I could count on for friendly, knowledgeable service. Its disheartening to see thats changed. I hope this feedback prompts a review of how customers are being treated at this locationbecause this experience was unacceptable.
Business Response
Date: 07/03/2025
July 3, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

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

Dear Ms. *****,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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 this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address their concerns. Ms. ****** was apologized to for her in-store experience. The feedback provided by the customer has been documented in our system and was provided to the local store management team, including the district manager, for further review. No other action is needed.
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,

Sha-***** *. submitted on behalf of ****. L
The Home Depot Customer Care- Executive Escalations Team
Case: 38859403 ELT Case #********
Initial Complaint
Date:07/01/2025
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.
I purchased a Refrigerator and protection plan from Home Depot in December 2022...there was an issue with it December 2023. It stopped cooling...I was referred to the manufacturer by home depot plan. Refrigerator was fixed by **. Yesterday the fridge stopped again. I called home depot protection plan again and I was referred to the manufacturer. I was told by the home depot insurance agent that if the fridge cannot be fixed ** would have to find a resolution. But I paid Home depot for the protection not **. It is unfair that I purchased a plan that I cannot use. If the fridge cannot be repaired home depot protection plan should be finding a resolution not **. Most manufacturer warranty are for 1 year...I have had the fridge for almost 3 years
Business Response
Date: 07/05/2025
July 5, 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 this case and reviewed the complaint details. We have contacted the customer regarding their concerns and assisted with reaching out to the vendor for assistance with their sealed system. The customer is working with the vendor regarding this repair. We assisted with monetary compensation for their experience.

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: 07/11/2025

Complaint: 23544524

I am rejecting this response because:
I spoke with someone on July 3rd and they processed $250 for food spoilage. The refrigerator was cooling again and was warm again on this Wednesday....Today it is cooling. I received a text message on Wednesday from ** telling me to perform troubleshooting steps. On Yesterday the text said that there would be a service fee and to call them once the troubleshooting steps are completed. I received that same text again today.
I called Home Depot and told them about the service fee and I was told to pay it and they will reimburse me. The purpose of purchasing the service plan was to avoid out of pocket cost...I cannot afford unexpected issues like this.
My issue is that the home depot warranty is not being honored and I should not have to worry about my refrigerator stopping or I should not have to perform troubleshooting steps on a major appliance. I am a 100% disabled vet and I should have to pulling the refrigerator in and out like this. The refrigerator was broken also at the end of 2023 in December. Home Depot warranty wasn't used than either.

Sincerely,

******** ********
Business Response
Date: 07/16/2025
July 16, 2025
Attn: *********************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
***************************;
**********************;

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

Dear Mrs. ********************** 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 this case and reviewed the complaint details. We have contacted the customer regarding their resolution provided by ****. The customer has received a reimbursement for their appliance.

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,

***** Beriau
The Home Depot Executive Escalations
P: *************** at extension 271051
F: ************
Case: 38858683
Initial Complaint
Date:07/01/2025
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.
The dispute is about misleading and exchange 6/22/2025 I went to the store and the salesman QRSAKFF helped me to order a washer that the model I pointed to which was the only washer on display in floor.6/24/2025 the washer was delivered . Before installment , the technician found the model was wrong ( gas model not electric model), so he just took it back without opening the box.I called and left voice msg to the store but never got a call back I had to go to the store for this order later. The 2nd sales person LOD511 helped to reorder the washer by changing the gas to electric with same model I pointed to the display one. 6/26 the order was delivered, installed, and tested by the technician. And asked me to sign. I was really busy as Im a salon owner in my working hour. I didnt find the problem at the first glance as these washer look very similar . But later found the washer size was wrong . The 1st sales ordered the small size which supposed to be the large size. The 2nd sales followed the 1st order s model and made a change to electric one but the order was wrong at the very beginning . The reason I ordered at the store is to seek for professional help as the washer was not cheap . Unfortunately, our first order was already wrong so the following order was also wrong. 6/28 still within 48 hrs . I went to the store and claimed for the wrong model but the manger said it was installed . Even we havent use it , he couldnt take the return /exchange. I mainly just want to get the correct washer model for my business. I request an exchange for the large model because I couldnt just use the small washer and wash 3 times instead of large washer for 1 load . If I do three washes a day, the noise will make a serious impact of my salon business.I was so disappointed and sad that I couldnt get any professional help for buying a washer even I went to the shop. I had to run to store twice for the order. It is such a misleading and wrong . Please help.
Business Response
Date: 07/18/2025
July 18, 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
**** **/BBB Case 23541326

Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 23541326

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance.

We contacted customer and confirmed pickup and delivery of appliances. We created the return for unit and parts on order ******* for a refund of $1293.71 to process for completion. Please allow 3-5 business days for completion.

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# ********

Customer Answer
Date: 07/18/2025

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:07/01/2025
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.
water heater installation in garage located in ***************************************** Very standard and straight forward new water heater installation, no extra complication situation, subcontractor original quote $2004, which including installation fee $1200, permit $125, new water heater $679.They arrive onsite and give a final quote $2704, inflate the installation fee from $1200 to $1900, about 58% increase, and replace a pressure valve which is not leaking at all. And said they can not only do the new water heater installation quote $2004,they have to replace the pressure valve, has to add $700 if new water heater has to be installed. I was forced to sign the inflated contract. I contact the subcontractor back and forth via email, they refuse to refund the inflated install fee $700.
Business Response
Date: 07/14/2025
July 14, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

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

Dear Ms. *****,

We acknowledge receipt of the Better Business Bureau Consumer Complaint #********

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 this case and reached out to all parties involved. The Home Depot executive office contacted the customer to discuss the matters outlined within the complaint and provided all the information and feedback to the local store management team and the service team. The district service manager submitted all details stating why the additional charges were given after the phone quote was presented to the customer. Furthermore, Ms. **** was aware that the quote stated, Quote Only:This is not your Final Price. Her request for a refund was respectfully denied,but Ms. **** was presented with a customer ********************** gesture of goodwill for her experience and although she has denied the offer, she has 21 days from the date of the letter to sign the accommodation and return it. No further action is needed.
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,

Sha-***** *.
The Home Depot ************** Executive Escalations Team
Case: 38856516
Customer Answer
Date: 07/14/2025

Complaint: 23543126

I am rejecting this response because:

The additional charge was a scam phone call quote before I arrived at the property, the plumber claim the water pressure regulator is leaking, it was not leaking at all before they arrive. Tenant never report water pressure regulator is leaking, the regulator is only 7 years old as informed by landlord. The plumber also add pressure to me that extra quote has to be included in the original quote, he can not ONLY replace the water heater, he has to do them together,
I know homedepot can not 100% control the behavior of sub-contractor, I request homedepot give me $700 gift card to cover the extra unnecessary charge, which inflate the installation fee from $1200 to $1900, about 58% increase,

Sincerely,

Song ****
Business Response
Date: 07/21/2025
July 21, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

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

Dear Ms. *****,

We acknowledge receipt of the Better Business Bureau Consumer Complaint #********

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 this case and reached out to all parties involved. As previously stated, The Home Depot executive office contacted the customer to discuss the matters outlined in the complaint and provided all the information and feedback to the local store management team and the service team. The district service manager submitted all details stating why the additional charges were given after the phone quote was presented to the customer. Furthermore, Ms. **** was aware that the quote stated, Quote Only: This is not your Final Price. Her request for a refund was respectfully denied, but Ms. **** was presented with a customer ********************** gesture of goodwill for her experience and although she has denied the offer, she has 21 days from the date of the letter to sign the accommodation and return it. No further action is needed.
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,

Sha-***** *.
The Home Depot ************** Executive Escalations Team
Case: 38856516
Customer Answer
Date: 07/21/2025

Complaint: 23543126

I am rejecting this response because:
Again, the sub-contractor call me to report leaking of pressure valve, before I arrive, while it is not leaking, and add $700 extra work to the original quote $2004, He pushed me to accept the new quote by saying he can not install the water heater as original quote only, he has to add $700 extra work, which replacing the pressure valve which is in good working condition and only 7 years old.
Homedepot is a very good company, and has very good reputation of customer care, also provide price match. ******************** need to match the price of it's original quote, because the extra $700 is unnecessary additional job the sub-contractor added, try to inflate installation fee 58%. This type of behavior is bait and switch, it will ruin the reputation of Homedepot. I request homedepot pay me the $700 gift card as accommodation in stead of the $200 it offer to me if homedepot want me to withdraw the case.

Sincerely,

Song ****
Initial Complaint
Date:07/01/2025
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 two American Standard (AS) toilets at The Home Depot store at *************************************************************** on Feb 3, 2025 and had my plumber install both toilets on Feb 7 (Page 1 of attachment). Within 90 days, one of the toilets began running about 5 seconds every 2 or 3 minutes. My plumber determined the toilet had a defective gasket and he replaced it with a different gasket costing me another $179 for labor and material (Page 2 of attachment). AS sent me a new gasket that was the same as the new gasket my plumber installed. The day after the AS replacement gasket arrived, the 2nd toilet started to do the same thing that the first toilet was doing before my plumber replaced the defective gasket. Since I had the replacement gasket AS had sent me for the first toilet, I replaced the defective gasket in the second toilet myself.American Standard had been the Defendant in a class action suit in ********** in 2021 for the same problem with Champion toilets and, according to AS, changed the gasket in 2023. Home Depot has had to know about the problem with the gasket on Champion toilets for several years and should have retrofitted the toilets with the defective gaskets before selling them to unsuspecting customers. At a minimum, ********************** should have provided a replacement gasket with each unit sold that had the defective gasket. According to The Home Depots AI tool on its website, this toilet is a popular choice. In addition, I bought these two toilets from this store because of its large inventory at the time. AS has already reimbursed me for half of my $179 additional plumber cost to replace the defective gasket. I think this Home Depot store should reimburse me for the other half ($89.50).
Business Response
Date: 07/03/2025
July 3, 2025
Sent Via Email
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
*****************************************************************************************
*****************
Re: **** ******** ID # ********
Dear ****** *****,
We acknowledge the receipt of the BBB Case ID # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
We reached out to the customer and offered compensation in the amount of $89.50 for the inconvenience experienced with the two defective toilet gaskets. Customer requested the compensation be processed in the form of a check. Advised customer to allow 7-14 business days to receive their check.
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 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 Team Phone:
**************************
SF Case # ********
Customer Answer
Date: 07/03/2025

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:07/01/2025
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.
We rented machine online. Once in store the machine we ordered did not work. Home Depot has two machines and both machines would not start. We were told we would get the bigger machine for the same price. However of course that was a lie and we paid higher price for the bigger machine. I called and spoke with incompetent manager and employee at the rental place. The lady that works there is rude and disrespectful!!! Was told the machine I needed was small for my job and I needed bigger machine so I had to pay higher price. As I explained what I needed she was rude and very demeaning towards me. Not acceptable and will not return to Home Depot again after this service.
Business Response
Date: 07/03/2025
Hello,
I would like to apologize for the poor experience you had renting at my store. We did offer to exchange the tool for the one you wanted but that did not work. At this time, we would offer to refund the difference in the tools due to the inconvenience that you had in this experience. Please feel free to reach out to me at ************. My name is ******** *****, and you can ask for me or any manager to get this resolved for you.
Thank you,
******** *****
Initial Complaint
Date:07/01/2025
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 dryer for my elderly mother. The purchase included installation and the haul away of the old appliance. The delivery/installation company did not have the correct parts so they left the new dryer and the old dryer in her utility room and this leaves no room for emergency personnel to get to my mother if they need to be called. The installation was scheduled two more times and each time the company has not shown up ( it is now 8 days since the delivery). Home Depot keeps telling me you are on the schedule for today and it is marked as urgent but no one shows up. This is endangerment and stressing out my elderly mother.
Business Response
Date: 07/09/2025
July 9, 2025

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

RE: ****** Parenteau/ BBB Case No. 23541250

Dear Ms. **************** acknowledge the receipt of BBB Case No. 23541250.

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

The Home Depot has reviewed this case and escalated the customer's concerns to our Online Executive Escalations team for prompt resolution. Our team contacted the customer, who confirmed that the ****************** was successfully completed on July 2, 2025. As a gesture of goodwill, we offered a partial refund to the original payment method, which the customer accepted.

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

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ **************************). 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.38852700
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,

****** Parenteau
Initial Complaint
Date:07/01/2025
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.
I will never buy another thing from Home Depot again. Over the course of a month, I have wasted countless hours on the phone in an attempt to get a refrigerator.The initial delivery day was over a month ago, and when the refrigerator finally arrived at the latest appointment of the day, after getting pushedback multiple times, the delivery individual said that the refrigerator had a dent. And that I would not want to accept it. I agreed, did not. After multiple calls in and back-and-forth, I finally received a new delivery date. But, the fridge never came on the schedule delivery date. Which then led to multiple additional calls. With no resolution, and Home Depot staff were unable to contact the vendor and delivery individuals in order to ascertain what happened to this fridge. Wild? I agree. After more countless hours on the phone with different individuals of varying customer ********************** skill level, some of who were very amazing, I finally canceledmy order and was able to put in an order for a new fridge. I received a new delivery date and time. But, the newrefrigerator did not come. Which led, of course, two more calls. At a certain point, one individual felt sorry for the over 20+ hours I had spent calling in and gave me a gift card in order to buy a mini fridge to use in the meantime while they kept my $1000+. And yet, I still have no fridge and they - for some unknown reason - cannot find this fridge, either. I contacted their VP of customer relations - shocking, no response. Im a mom. I work full time. No one should have to deal with thisthey have 0 concern about their customers & all I can think about; other than the money they still have with 0 product delivered, is that I should have bought from Lowes. Do NOT buy anything from Home Depot. Sincerely, an ex-loyal customer.
Business Response
Date: 07/17/2025
July 17, 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
******* *********/BBB Case 23540833

Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 23540833

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their online order.

No further action needed. Closing case.
The customer called to advise the delivery was great and the refrigerator was working fine. She is out of town with limited cell service. She also inquired if she had to give the $500+ back from the store credit of the return freezer or refrigerator, we advise her no. She inquired if she can be granted additional compensation outside of the $1600+ for food loss. We advised her we could not offer that, as an HDPP would be an appropriate method to cover for situations like that. The customer understood and stated she was satisfied. We also advised her feedback was submitted.

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# ********

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