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
- 12,170 total complaints in the last 3 years.
- 3,506 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a frig/freezer on/or about 2/2/2022. Order was delivered unit did not work contacted Home Depot/******* within 2 hours. They stated unit was back ordered they would send replacement on/or about 4/1/2022, they did not call nor send replacement. Contacted home Depot/******* on/or about 4/12/2022. They stated a mistake was made the unit was back ordered again with delivery date of 7/1/2022. No Delivery. Contacted Home Depot again stated the unit was back ordered again with a new date of 7/14/2022, but they said it likely would not happen since the Item was back ordered. It would likely be the end of August if at all. I requested a refund. Home Depot stated sure we will handle that, it will occur in 3 days. Nothing from Home Depot. Called again they called ******* and stated the refund would occur.I bought another frig/freezer, had the unit hauled away. Still no credit from Home Depot. Contacted them again 7/25/2022 they stated I am sorry we messed refund will post 7/29/2022. No refund no call. Called Home Depot again they stated they could not process the refund because the defective unit was hauled away. But they were wrong. 10 calls later they said to we feel bad should not have happened, but maybe dispute the charge with your Credit card, 102 calls later most recorded no refund
Business Response
Date: 08/08/2022
August 8, 2022
Sent Via Email
Attn: Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case 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 regarding their refund response.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding his refund. The Home Depot is investigating this matter and processed a refund for our customer along with completing haul away of the appliance. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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,
*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********Customer Answer
Date: 08/08/2022
Complaint: 17634667
I am rejecting this response because: How much was the refund? It is not showing on Credit Card Statement. The only refund I see to date is a $48.49 fee charged to haul away.
Sincerely,
***********************Business Response
Date: 08/15/2022
August 15, 2022
Sent Via Email
Attn: Ms. ************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************ Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case 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 regarding their refund response.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding his refund. The Home Depot is investigating this matter and will process a refund for our customer once tangible item has been received. Houl away was completed by an outside company not sourced by The Home Depot. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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,
**************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: **************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">SF Case# ********Customer Answer
Date: 08/16/2022
Complaint: 17634667
I am rejecting this response because:Now again we are back to the point of start. Home Depot can send the item ordered and replace the only frig/freezer working here. Since middle of May I have spoken with over 30 HD reps (most recorded) calls Home depot started they could not get the item ordered. They would refund. Not one phone call prior to the day of filing this action did Home Depot, say store the broken frig/freezer you have had since Feb 2022, which was to be replaced April 1. 2022.
Only after 12 calls and 6 weeks after getting a working Unit did they say I had to store the non-working item. Home Depot may also return the Unit they hauled away in Feb 2022. Home Depot has offered no solution to the problem.
I was called by a Home Depot Team Member also recorded August 3, 2022, ********************** who stated there would be not issue with the full refund. and she would call back within 3 days. She has not called back
Sincerely,
***********************Business Response
Date: 09/14/2022
September 14, 2022
Sent Via Email
Attn: Ms. ************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************************************ Tower, Suite 900
*******, ** 30303
Re: ***********************/ BBB Case 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 regarding their refund response.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted **************** regarding his refund. The Home Depot is investigating this matter and will process a refund for our customer once tangible item has been received. Houl away was completed by an outside company not sourced by The Home Depot. The Home Depot considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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,
**************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: **************************** style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">SF Case# ********Customer Answer
Date: 09/19/2022
Home depot has not contacted me other than the first phone call.
Complaint: 17634667
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction: 4/13/2022 Amount of transaction: $12,500.00 Type of service: Installation of Furnace, Air Conditioning system, Humidifier, filter and reme halo.Nature of dispute:The incident occured at:9:20am on Wednesday, May 25th, 2022 to 11:04am on May 25th, 2022.The incident involved:***************************** ******************************* Advanced air care (2 people), 888-304-DUCT *************************************** Events of incident:At 9:20am, 2 people arrived at my home to clean the ducts. The 2 gentlemen finished their job at 11:04am. ***************************** went to the basement 20 mins after they left and noticed water leaking from the ceiling and seams, which was not present before work was started. ***** immediately shut the water off.***** and I (******) called ****** to inform them that there was a leak coming from the ceiling and seams in the basement. The agent at ****** heating and cooling sent a contractor from *************************************** to ***** to leak. The people from ************** said they would cut a hole in the ceiling to access the damages but will not repair the drywall after they access or repair the problem. They opened the ceiling and left without telling me anything. They came back and fixed the ceiling, they did not clean the carpet or furniture and now my basement smells like mildew. The city of belleville came to do an inspection of the furnace and air conditioner, the inspection failed. The contractors from ****** came out to fix the problem for the inspection but have not scheduled for the inspector re-inspect the furnace and air conditioner.Conclusion:We are frustrated and upset that we received such horrible service and we spent a large portion of our savings to make improvement to our home only to have our home damaged and disrupted. I would appreact someone's help to resolve these issues as soon as possible so that I may resume my quiet enjoyment of my home.Business Response
Date: 08/08/2022
August 8, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *****/ *******************************/ BBB Compliant # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Escalations Team called and spoke with ************************************ regarding her order H2744-154970 on August 8th. Currently, we have partnered with our business partners to get the results of the inspection for the final repairs and have not received a follow-up. We will continue to monitor this case until we reach a resolution. *********************** has acknowledged this and understands the resolution path.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier @ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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
Phone: ***********************
Case:29641012Initial Complaint
Date:07/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Acct#**************** On February 04, 2022 @ **** I contacted Home Depot at ************** regarding unknown charges to my account on billing cycle 31.I have contacted Home Depot several times with no answer. I have been transferred to the fraud, security and recovery department with no answer to the charges. This case is affecting my credit and business credit card with Citibank. I want an immediate solution to this case. Thank you in advance for your assistance in this matter!Business Response
Date: 07/28/2022
July 28,2022
Sent Via *********************************** Brown
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB Case # ********
Dear **************:
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by Citibank, ************************* will receive a response directly from them within 10 business days.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number: 29640998Customer Answer
Date: 08/04/2022
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:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
home depot is the worse they schedule my applicant delivery for one day had me sitting home most of the day to cancel because they pile to many deliveries in one truck . the store employees always have no knowledge of anything they sell . but you the customer spend thousands. they told me they are sending my the same appliance if its not damaged that was in a car accident . I dont want damaged items. then they cant reschedule me until a week now I have no oven too **** because of them after spending a thousand on a appliance I have kids I cant afford to eat out for week.Business Response
Date: 08/03/2022
August 3, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************************** / BBB Compliant # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Escalation emailed ******************************************* regarding her order H6172-216475 on August 3rd. ******************** confirmed the delivery, we offered the customer compensation, and she accepted the offer.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (******** @ *************************).
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services 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
Phone: ***********************
Case:29640997Initial Complaint
Date:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered an item, it took an extra 2 weeks to come than was originally promised. Once it arrived (a large shipment that they had to schedule in advance with me to deliver) I realized 2 items were not available, and 1 item arrived broken. The items were heavy, so I had to schedule out when we could get support in removing the products from the pallet on which they were delivered (not a 1 person job). We realized the broken/missing items. I called the home depot customer ********************** line, and they said that replacements were available at my local store (48 in stock). So we demoed our kitchen with the knowledge that they were nearby. We went to the store, they were not and never had this line in stock. I reordered, was told the items could be expedited. One was, 2 were not. The two that were not were the original missing ones. I waited, with the promise that they would be expedited, then they were lost once more. I reordered, and was told that they do not expedite from this particular vendor (this is a lie, I had evidence of one being expedited delivered to my door within 1 week). I was told they could not do anything for me past refunding me for 1/3 of the shipment that was lost. I am eating out every single day now, since I do not have a kitchen. It is costing me money. They are now saying that the reorder shipment will not be here until beginning of September. By the September delivery, it will have been THREE MONTHS since the original order, and I will have spent a SIGNIFICANT amount of money on eating out since I cannot install some of the cabinets without installing all of them and I cannot install the appliances until they are all here. On top of this, the specs on one of the cabinets was so off, in order to install them I had to take a freaking wall out. Asked to speak to a supervisor, was told that they don't have anyone for me to speak with other than their resolution center *********** have "no corporate number." I was lied to countless times by different reps.Business Response
Date: 08/18/2022
August 18, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******, ** 30303
Re: *********************************** / BBB Case ID # ********
Dear **************,We acknowledge the receipt of your notice dated July 27,2022, regarding the customer referenced above. On behalf of **********************, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forwarded this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team contacted ************************ and issued a markdown on the original order. The carrier was contacted and confirmed they delivered the pallet on August 12, 2022.
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 services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
****************************
Resolution Expediter Executive Escalations
Customer Care
Phone# *************************
Fax# ************
Case # ********Initial Complaint
Date:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Washing Machine in 2020 based on the salesperson recommendation and he insisted that this machine washed large loads. I have not be able to wash any large loads and the washing machine has an imbalance from day one with the loads and had Home depot come out to see if there was any issues within the Home depot window. I was told nothing was wrong. But there is something wrong and has been wrong with this machine. I am being charged to repair the imbalance now from GE repair over $250 dollars and also I was informed that machine is not intended to do large loads that the reason its so tall is to accommodate a TALL person not a larger load. I was sold a machine that was not what I wanted. I am 5. 3 and have to use a step stool to wash clothes. I would like a proper correct replacement from Home Depot. As a consumer we rely on you to help us buy what we need and request not sell us something that is 1- defective and 2- made for a tall person vs larger loads!!! Please replace or refund.Business Response
Date: 08/11/2022
August 11, 2022
Sent Via ****************************************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *******************************/ BBB Case # ********
Dear **************:
We acknowledge the receipt of the BBB Case #********.
On behalf of The Home Depot, I apologize for any inconvenience our 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 Online Executive Escalations has assisted ****************** regarding her concerns under order 6661-175112 and 6661-157960. We advised we were not able to locate a protection plan for the units in question. We cannot return the unit as she has had it for 2 years and 8 months. Well past the 48-hour return window. We offered her a $65 E gift card (About 10% off the washer).
If any additional assistance is needed, please advise the customer to contact the online agent who reached out to them (**** @ *************************). With that being said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Sincerely,
Sade Shumake
Executive Escalations
Phone: ***********************
Fax: ************
Reference Number: 29639920Initial Complaint
Date:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I Ordered pain from Homedepot and received thee ** wrong color I paid for 6 while ordered I my 1 . By 1 month Im trying to return and non stop delivery is cursing And offensive at my doorstep Wile I put the box outside they are unmanned a s A shame for our neighborsBusiness Response
Date: 08/01/2022
August 1,2022
Sent Via ******************************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 Peachtree ******************************************************* 30303RE: ***** Ramroochsingh/ BBB Case # ********
Dear *************************** ************* acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase of merchandise from our store.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive Escalations Team advised the customer has been contacted by email confirming the return completed with carrier and processed refund.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*********************
Executive Escalations
Phone:***********************
Fax:************
Reference Number 29645883Initial Complaint
Date:07/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Loctite Glass glue was purchased online at $3.72 and Home Depot changed the price to $3.75 during credit card processing on July 27, 2022. The company did not respond well that this transaction is in dispute with my credit card issuer and it was not professional of the company to not honor the original price when purchased. Home Depot made the mistake, it is not fair having to pass the mistake on to the client.My credit card issuer is in the *** process refunding the three cents because that was not the agreed upon price when the item was purchased.Business Response
Date: 08/10/2022
August 10,2022
Attn: ***********************
Trade Practice Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 *********************** Tower, Suite 900
*******, ** 30303
RE: ***********************/BBB Case No. 17632768
Dear *************,
We acknowledge the receipt of the BBB CASE 17632768
On behalf of The Home Depot, we sincerely apologize for our valued customers experience with their online purchase with our company.
To ensure this matter is addressed by the appropriate parties, the customers concerns were escalated to our online Executive Team to investigate. The online team verified the customer was charged 3 cents more than the confirmation email. The online team corrected the amount and processed a refund for the 3 cents. The customer was sent an updated receipt and issued a $25.00 Home Depot gift card as a courtesy for the inconvenience.
With that being said, The Home Depot has addressed the customers concern and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
***************************
Executive Escalation Support
The Home Depot
Office:************
SF 29640036/Online 29659683Customer Answer
Date: 08/10/2022
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. The accounting department for Home Depot Paypal should also give an explanation for the change regarding sales tax and why this was not caught while in the store? Was this just a result of bad accounting?Please tell the accounting manager of the department to be aware of this matter. It is not good that a major retailer changes the price of sales tax rather just a smooth transaction. Surely the accounting department at Home Depot can calculate sales tax using XBRL data. If not, lets have some Beta Alpha Psi Iota Chapter give a presentation with ********************************* oversight.
Sincerely,
***********************
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