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

12,142 total complaints in the last 3 years.
3,487 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:06/30/2025
Type:Delivery 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.
Order #: H8517-253382 I had sustained damage from the fridge delivery to my front door and the glass pane. I called into home depot and explained my issue on June 30th and after being transferred multiple times and being on the phone for 3 hours I was told that a supervisor would be calling me when I requested a case number. I recieved no call back and it is a frustrating experience. I was first told a full refund will be provided but then nothing. Homedepot is trying to avoid ownership. Then I was told I will be getting a call back from a supervisor named ******* but no callback after I was hung up on. I require compensation on the time wasted on the phone for 3 hours and a full refund on the fridge delivered.
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. Mr. **** was apologized to for his experience and was provided with a gesture of goodwill for his appliance, a 5-year extended warranty, and a third-party insurance claim was processed for property damages. ******** will continue to work with the customer in processing his claim directly. 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-***** *. submitted on behalf of ****** *.
The Home Depot ************** Executive Escalations Team
Case: 38854604 ELT Case #********
Initial Complaint
Date:06/30/2025
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 just bought a refrigerator and it isnt working properly since it was ************ doesnt get cold enough in the freezer, ice cream is soft, it doesnt make ice. The refrigerator was delivered a week ago and I reported a problem on the 3rd day that it wasnt working properly.
Business Response
Date: 07/08/2025
July 8, 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
******** ******/BBB Case 23540094

Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 23540094

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

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.

We placed a new order #H6325-433334 delivery date of 07/25/2025.
We did a no-cost order$109.88 number is OCN9235835

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

***** Mitchell
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
SF# ********
Initial Complaint
Date:06/30/2025
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.
Home Depot has imposed a return restriction on my account despite my full compliance with its published return policy. The company is allowing me to continue making purchases using my Home Depot store card but is unfairly preventing me from returning itemseven those well within the return window and accompanied by valid receipts. I was never notified of this restriction, and only discovered it upon attempting a return. Home Depots decision is arbitrary, uncommunicated, and in direct contradiction with its stated policy and fair consumer practice.Over the past 2 years, I made seven (7) return transactions to Home Depot. Each return was conducted within the return window, with valid receipts, and for legitimate reasons. All returns were processed and approved by Home Depot, as confirmed in the attached RAR (Retail Activity Report).In June 2025, I discoveredby attempting to return a qualifying itemthat a hold had been placed on my ability to make returns. This restriction was applied without any notice, explanation, or prior communication. Following a formal dispute letter, Home Depot responded by granting a one-time exception for a single return but refused to lift the broader restriction, without citing any specific violation on my part.I find this decision:Unjustified Home Depot failed to provide any evidence of policy abuse or misconduct.Discriminatory I am being allowed to make purchases but not returns, undermining the integrity of the return policy.Untransparent I was not informed of the restriction or given a chance to appeal it before it was enforced.Unfair I am being penalized for following the policy exactly as stated.Excessive a total of 7 returns over a period of 2 years does not indicate a pattern of policy abuse This treatment violates basic consumer rights, contradicts the companys own return policy, and reflects poorly on the transparency and fairness of Home Depots customer practices.
Business Response
Date: 07/09/2025
July 9, 2025

Attn: ***************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

RE: ***** ********/ BBB CASE # ********

Dear Mrs. **************************** acknowledge receipt of your BBB notice dated July 1, 2025, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Online Resolutions Team collaborated with the customer and recommended they contact TRE directly for more information regarding the denial.

With that being said, we consider this matter is closed, in our office.

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,

***** J Duper
Executive Escalations
Phone: ***********************
Fax: ************
SF #********
Initial Complaint
Date:06/30/2025
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.
Appointment made for ***** ******* to come to my home on 06/28/25 @ 4pm for a Security Door consultation/quote. This employee no showed. I not only contacted the store location, but also the office number and cell number provided on his business card to no available. Left a voicemail and no return call. I have since already had Home Depot's competitor ****** come out and I hired them for the job instead. Not only were they 100% reliable, they were on time and gave me a break on the price for Home Depot's wrong doing and poor customer **********************.
Business Response
Date: 07/02/2025
July 2, 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 and apologized for any inconvenience caused. After partnering with our store leadership team, we confirmed that an error occurred when the measurement appointment was initially set up.
The store team attempted to follow up with the customer but was unable to reach them directly and left a voicemail explaining the situation. As a gesture of goodwill for the inconvenience, we processed a digital Home Depot gift card, which can be used either in-store or online.
At this time, The Home Depot considers this matter resolved and 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 #********
Initial Complaint
Date:06/30/2025
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.
Today in a new transaction, 30 June ***************************************************************** an order. Myself and my co-owner multiple times stated the size of materials that were needed and we were billed and sent their incorrect materials Somehow and this was more than one type of material. This happened for several not only that, but when we had our materials delivered on 28th, we had several items that were horribly damaged and broken. The driver repeatedly picked up the materials with the forklift and slammed them back a stone retention mall That broke them as well as drove over my client stone wall, partially with his forklift and when I told him he needed to move over immediately, he completely ignored me. When I needed to go and replace materials and have a few refunded and returned. I was let know that when those placement materials come in I will have to pay again for delivery when I believe that it should be compensated due to the fact that the driver damaged them in the first place I cant say Im very happy that we will have to pay for another material delivery fee as well as a restocking fee on items that are damaged. I think thats a little bit crazy. I tried to call the store and speak with the person I spoke with thelast time I put in a BBB report and told me to call them when I have another issue. I was dismissed and told Im not able to talk with them. I finally had somebody who told me I could leave a message, but it wont be received until at least nextweek Which is a bit crazy. I lost $600 in revenue having three different individuals helping me with this and setting it right. I am now significantly beyond budget for my because of these insane material issues. The bid room allowed for me to have lower pricing on some materials, but because a few were damaged and I had to re-order them I no longer get bid room pricing and my facia I was quoted was horribly incorrect. It was 2x more than I was told.
Business Response
Date: 07/14/2025
July 14, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving ************** ****** & **********************;
*****************************************************************************************
*****************

RE: Sativa *****/ 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 reached out to all parties involved. The store leadership team and I connected with the customer regarding their concerns with delivery. I have confirmed that the damaged merchandise was retrieved from the job site and that the reordered materials are shown being delivered.

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: ********
Initial Complaint
Date:06/30/2025
Type:Order 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 Sunday May 25, 2025, I sign a contract with Home Depot to have kitchen cabinets installed. After discovering Home Depots deceptive shady business practice, I notified Home Depot in writing that I wished to cancel all contracted services with them, that occurred on May 29, 2025. NJ Consumers Affairs states, if you cancel a contract for services within three business days, before midnight, I am entitled to a full refund. May the 29th was the third business day since Monday May 26, 2025, was Memorial Day, a holiday. Later on the 29th after delivering my written notice to the store, Home Depots Manager contacted me offering to meet with me to resolve the issue that caused me to cancel Home Depots services. After a week of numerous calls and texts to set up the meeting and it never happening, I informed Home Depots manager on Thursday June 5, 2025, that I was no longer interested in having a meeting to resolve the issue. I feel their actions were insincere just to string me along further. On June 17th, Home Depot refunded me $7,613.59 of the $16,050.98 I paid. According to NJ State Law, I am entitled to $8,437.39 more to equal the $16050.98 I paid them for the services I cancelled.
Business Response
Date: 07/02/2025
Jul. 2, 2025

Attn: ***************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

RE: ***** ***** / BBB complaint # ********

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

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with a refund from The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. We have processed the customers refund back to their original payment 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 if you have any questions.

Sincerely,

***** *.
Executive Escalations
Reference Number: 38852684

Customer Answer
Date: 07/05/2025

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:06/30/2025
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 recently went to home depot last week to purchase a stove for my new tenants. When I went to home depot, I specifically asked them if I could get a morning delivery and they told me to keep calling them and to leave notes. That they would accommodate me. Which I did I called everyday. I left notes. They even said they were gonna do it No problem. come the delivery day they told me they couldn't get here in the morning that we're gonna get here between 2 and 6. Therefore I had nobody to connect the stove. I called the manager spoke with home depot's manager. And he specifically told me he left a note for them to installed my stove for free for the inconvenience when the stove arrived. The delivery people left the stove in the living room and they never installed it.I called again and complaint.They told me that they couldn't do anything until the following tuesday this was saturday Afternoon So now I have to give a $100 in compensation to my tenants for the next 3 days until they come and Install the stove . How?Are my ************ to eat if they don't have a stove installed for 3 days .If they would have told me that they couldn't do it at the beginning I wouldn't have bought it and went to another store store like *************** ******** Best Buy.
Business Response
Date: 07/08/2025
July 8, 2025

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

RE: **** ******/ BBB Case No. 23533644

Dear Ms. **************** acknowledge the receipt of BBB Case No. 23533644.

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 reached out to the customer to extend our sincere apologies and, as a gesture of goodwill, offered a Home Depot gift card, 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.38852796
Customer Answer
Date: 07/09/2025

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:06/30/2025
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.
They claim the refund takes a week to show up, they never processed it, this time they did when I called them on it and my bank notified me immediately.They we're betting I would forget. They must make millions doing this.
Business Response
Date: 07/01/2025
July 1, 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. Their delays in receiving their refund have been documented correctly so that action is taken to ensure that this does not happen to our customers in the future. We sincerely apologize for the delays in the customer receiving their refund and appreciate the customer sharing their experience for adjustments to the business. Although we are respecting the customers request not receive contact from the business, we are available if the customer would like to discuss this concern further.

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: 07/01/2025

Complaint: 23538374

I am rejecting this response because:
Home Depot is not addressing the fact they were purposely withholding the refund, there own employee stopped short of admitting it. If it happens again I will go to law enforcement.

Sincerely,

**** ****
Initial Complaint
Date:06/30/2025
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.
We literally just got home from buying a ryobi battery operated lawn mower from home depots east ******* location in **************, ** and opened the box to find the exact same issue we have had many times in the past and that is the box contains a bunch of cut up pieces of wood instead of the lawn mower! *********** **** is the manager at this store and since he became the manager there this has gotten out of control big time! We just want our money back and we are done with home depot all together and will go to ***** from now on!
Business Response
Date: 07/10/2025
July 10, 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 customers claim is still under review, with the next steps in the resolution process. The customers case will remain open, and he will be contacted directly once the issue has been resolved.

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: 38854548

Customer Answer
Date: 07/10/2025

Complaint: 23538215

I am rejecting this response because:
********* with Home Depots escalations informed me approx a week ago and said on or before today July 10th, 2025 and that date has clearly come and now im told Tuesday the 15th and that its still under review? We spent alot of money on this purchase and there was no delay in taking our money so why drag out resolving our issue? In the meantime, weve been issued a code violation and given a 24 notice to resolve the vioation of our lawn being over a foot and a half tall now we have to appear before a judge and explain ourselves that the mower we bought wasnt in the box and its under review still? Somehow i dont see any judge accepting that as an excuse at all! Just give us our money back! Im going to ***** after im done sending this email. Yeah, please just give us our money back! Please!

Sincerely,

*** ******
Business Response
Date: 07/11/2025
July 11, 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, we have found that the customer has submitted multiple complaints with the same claim regarding different products. Upper leadership has considered the customers complaints as fraud. Based on our findings, the customers request has been respectfully denied. The customer has been presented with a formal denial letter via email. At this time, we consider this matter resolved.

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

Complaint: 23538215

I am rejecting this response because:
Im confused as to how you can claim this as "fraud" that makes no sense at all! We paid for a mower that wss not in the box when we opened it up and I believe numerous witnesses of ours even attempted to reach out to you to confirm they saw the stack of wood inside as we opened the flaps to the box, but you couldn't acknowledge a single one of their emails at all!!?? This has happened to us before and I assumed that you of all people would know that ******* in **************** is currently combating an all time high of retail theft and appears that this location has a massive high rate of organized retail theft that you can't seem to get under control, so why not put the burden on the shoulders of the consumer that way thats less you are impacted! Right? Wrong! I have mentioned the greatest solution to this situation yet you dont seem to be interested in resolving the problem and that is to implement that the boxes on purchases like this get opened before they ever even leave the store that way everyone can see what's exactly inside the boxes and had you did this simple act with this purchase you would have discovered the wood as well and would not be falsely accusing us of "fraud" which i find offensive and unethical as well. Approx 2 1/2 dozen witnesses saw what was in that box and it was not no mower like you claim and you would know that had you just opened the box inside your store! I know the BBB will close this case but we will keep opening new cases over and over and over til this is settled because home depot cant consider this closed until it is resolved. We have made reports with the FTC.and the consumer financial protection bureau as well as this was not a cheap purchase at all! My advice to home depot is get your organized retail theft under control and stop dumping it on the consumer please. As for the last case of the same issue happening to us, mr. **** was right there in front of my wife when she opened that box and he saw the contents so he can stop playing like that didnt happen!

Sincerely,

*** ******
Initial Complaint
Date:06/30/2025
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 ** freezer from Home Depot on July 21, 2024, for $659.65. The freezer broke for the first time in May 2025, less than a year after purchase. A service technician came on May 28, 2025, but it took until June 16 to complete the repair, leaving me without a working freezer for weeks. Then, only nine days later, on June 25, the freezer broke again.These repeated failures caused severe hardship, including the loss of hundreds of dollars worth of food and medications and significant disruption to my household. I contacted both ************* and Home Depot multiple times. ** has only offered repeated repairs, not a replacement, and Home Depot has refused to stand behind the product they sold, offering no meaningful ************* is clear this freezer is defective, and neither GE Appliances nor Home Depot is willing to resolve the issue appropriately. I am requesting that Home Depot replace this defective freezer or refund my purchase.
Business Response
Date: 07/10/2025
July 10, 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, which provided the following information. We partnered with ********************* to help with resolving the matter. Once the customer submitted receipts to evaluate the extent of the loss properly, GE assisted further with a service appointment. After an attempt to contact the customer by email, Mr. ****** advised that the appliance has been fixed, but he will continue to monitor the temperature.

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: 07/10/2025

Complaint: 23537475

I am rejecting this response because:
Although the freezer appears to be working at the moment, I no longer have any trust in this appliance. It failed just nine days after the initial repair, which speaks to its unreliability. On top of that, neither Home Depot nor ************* has taken responsibility or shown any willingness to cover even a fraction of my losses.
Ive had to endure two service appointments, deal with the hassle of not having a working freezer for weeks, and clean up spoiled food twice not to mention the financial loss of approximately $1,200. Despite all this, Ive received no replacement and no meaningful compensation.
I am deeply unsatisfied with the outcome. I was sold a defective product, and both companies have failed to make this right. This level of customer ********************** is unacceptable.

Sincerely,

******* ******
Business Response
Date: 07/11/2025
July 11, 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. We will continue to keep this case closed. The customer has acknowledged that the appliance has been provided with service, and the appliance is in working order. The customer did not purchase a Home ********************** Protection Plan, which would have aided in the food loss that occurred. Due to this, the customer will need to work with the manufacturer's Consumer Relations for any further food loss assistance. The contact information has been provided for him via email.

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: 38846152

Customer Answer
Date: 07/11/2025

Complaint: 23537475

I am rejecting this response because:

Sincerely,

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

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