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
- 12,177 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: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.
Home depot was supposed to deliver flooring to my home. After multiple weeks they told me it would be delayed. Then the story changed to "its lost in transit" Finally the fourth person o spoke to said it had been marked return to sender. They offered me to refund me the $1830. Since i still needed the flooring they had me pay for it a second time with the guarantee that the refund would take 2-4 business days. Ive talked to probably 5 escalations reps since who keep agreeing that yes the refund is in process but due to techncical errors it would take 10 days. Tomorrow marks almost a month!!!!
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 Team has assisted ********** regarding her concerns under orders CP39656617, WB17627747, and WP36859304. Order #CP39656617 was reviewed, we determined the tiles on the order were shipped thru carrier Fast Mile under tracking #************ and delivered to destination carrier ***** under tracking #**********. The shipment was then delivered to ***** **********, ** destination terminal. Order #CP39656617 (most recent order) - Although this order was not mentioned in the customers complaint, once contacted, ********** informed us some of the tile on from the order was received damaged. We (Executive Escalations) processed a refund for 6 cases of damaged tile totaling $390.19. Order #WP36859304 This order was specifically mentioned in the complaint filed and contains tile which was not received by the customer. We determined that tile shipping cost for $115.00 was posted to the customers account as a credit on 07/22/2022. However, due to system glitches pending amount of $1,830.93 (with taxes) did not process correctly thru our system. To prevent further customer inconvenience, Executive Escalations approved processing of a manual check under confirmation number CSP102303. ********** was informed of the reimbursement check via phone. In addition, an email was sent to the customer with a detail breakdown of actions taken for her case. The customer was also made aware the reimbursement check is estimated to be received within 3-5 business days if there are no carrier delays. WB17627747 This order was cancelled and fully refunded.
If any additional assistance is needed, please advise the customer to contact the online agent who reached out to them (Francia @ *************************). With that being said, Our Online Executive Escalations will monitor the case until check receipt confirmation is received from the customer as agreed during our phone conversation.
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: 29640006Customer Answer
Date: 08/11/2022
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: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 rented a Gas Trash Pump 2", and the store gave me a discharge hose that was taped up. I was assured the tape would do its job. As soon as I tried to use the equipment it was spraying water everywhere and not working properly and blowing that water into my yard creating a mess. I proceeded to go to another Home Depot to replace the hose and could not because the equipment is store specific. I then had to rent another Gas trash pump ONLY for the hose. I finally finished the job and went to return the equipment and was immediately given a hard time because the hose was dirty due to the tape and spraying water all in the mud. Not only was I not refunded any money for having to get another hose, but I was almost charged for more for it being dirty. I would like a refund on the extra hoses I had to rent. Or at least a discount.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 has assisted ******************** regarding his concerns with his recent tool rental. We spoke with the customer, and he advised the store provided a credit and refunded his money for the rental.
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: 29639967Customer Answer
Date: 08/12/2022
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.
In 2021, I paid Home Depot to replace three windows in my home due to one starting to leak after 20 years. (Note that I live in ****, but the service agreement was provided by a ** branch.) HD used an installer named ************************* who arrived at my home on Aug 31st, 2021 and then vanished before completing the work. He no longer returned my calls after that until I escalated to the district mgr. When he finally returned the following month to finish the work, no invoice was provided for me to sign and no city inspection was ever scheduled to approve the install. On May 23rd 2022, I reported to HD the top half-round window started leaking two days prior. Water flowing inside this window was pouring down the window below it. (I determined it was the half round leaking by experimenting with my hose. Only spraying directly above the half-round caused the leaking, and after I duct-taped a sheet of plastic over this window the water stopped.) When I complained on June 8th that Ive yet to receive a return call, I was connected with ***********************. **** is a nice guy who has now caulked the half-round window twice, but this is far from a problem that can be solved with caulking as the window continues to leak. **** told me **** (who no longer works at HD due to other issues!) charged them for 75 ft of wood he had to buy to supposedly replace rotten wood. **** said this could suggest a pre-existing condition for which HD is not responsible. But not only did **** say the wall was fine when he replaced the windows, I watched him perform the work and there was no such rotten wood replacement. (And the windows are vinyl! So where exactly was this 75 ft of wood used?) But rotten wood or not, I do not see how this is even relevant. **** has 1-star reviews on Yelp and took short-cuts to install. HD agreed to do the job and the work is warrantied. Nowhere in the agreement is there any nonsense about leaks not covered if my original window leaked. Why won't HD honor their warranty?Business Response
Date: 08/01/2022
August 1,2022
Attn: Ms.***********************
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 valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and has reached out to all parties involved.
Home Depot Services Department has contacted customer and set a site inspection to address any outstanding issues with repairs under warranty.
With that being said, The Home Depot has addressed our customers complaint, and now considers this matter 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 should you have any additional questions or concerns.
************
The Home Depot Executive Escalations
Phone:*************************
SF-29637307Customer Answer
Date: 08/04/2022
Complaint: 17627139
I am rejecting this response because: Home Depot's response perfectly explains why I had to complain to the BBB in the first place. "The Home Depot has addressed our customers complaint, and now considers this matter closed." (?) Please see the attached photo. Does THIS look like it's closed? How about we close it when my window stops leaking? Two nice gentleman (***** and ****) were just here to inspect my install and within a second of looking at it they confirmed what I've suspected all along - the install was amateurishly bad. Home Depot should be ashamed of themselves for all the trouble they've put their "valued customer" through over this. I am still waiting for this install to be PROPERLY completed.
Sincerely,
***********************Business Response
Date: 08/08/2022
Attn:
Ms. ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *************************************************************************************************
RE: *********************** / BBB Case #********
Dear ************** We 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 with our company.
The Home Depot has reviewed this case and has reached out to all parties involved. Home Depot Services Department has contacted customer and set a site inspection to address any outstanding issues with repairs under warranty.With that being said, The Home Depot has addressed our customers complaint, and now considers this matter 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 customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
***************** The Home Depot
Executive Escalations Phone: *************************
SF-29637307
Customer Answer
Date: 08/11/2022
Complaint: 17627139
I am rejecting this response because: ***************** is either really bad at a job that only requires him to send form letters all day expressing apologies to "valued customers" or Home Depot can't seem to grasp that scheduling an appointment is not the same as actually fixing a window that turns into a waterfall when it rains. This morning I - once again - received a cancellation from whoever was supposed to show up this time and complete this job. Once again I have taken time off work believing today the window was getting fixed. But it would seem installing windows and honoring warranties on windows is completely outside Home Depot's level of expertise. Not sure why so many people have to be involved with installing/fixing a window. It's frankly absurd. How about having the two men that inspected it last week fix it? (And why was I led to believe it was getting fixed last week when that was obviously not the case either?) Or better yet - how about now I just get a full refund and I actually get a reputable installer to do this right? I am obviously dealing with a company that has no concept of how to truly treat a real "valued customer."
Sincerely,
***********************Business Response
Date: 08/12/2022
August 12, 2022
Attn: Ms. ************************************** Experience Specialist
********************** Serving Metro Atlanta, ****** & Northeast *******
235 *************************************************************************************************
RE: *********************** / BBB Case #********
Dear ************** We 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 with our company.The Home Depot has reviewed this case and has reached out to all parties involved.
Home Depot Services Department has contacted customer and continues to address any outstanding issues with repairs under warranty.
With that being said, The Home Depot has addressed our customers complaint, and now considers this matter 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 customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
*****************
The Home Depot Executive Escalations
Initial 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.
Part 1 We purchased a refrigerator from Home Depot on 7/12/22. The purchase agreement included a delivery date of 7/23/22. I received multiple emails during the day on July 23rd stating the refrigerator would be delivered. At the last minute i received notice the fridge was unable to be delivered. Upon calling HD they said delivery would be 2 more weeks. This seems fraudulent in that we were enticed to go with home depot based on the delivery. Part 2 Because of the lack of integrity and customer focus, along with breech of original contract, i cancelled my order. Home Depot has yet to return our money. Unfortunately the purchase was split between a home depot gift card and a credit card. The gift card was $500, the other $1055.27 was put on credit card. 5 days later HD still has our dollars tied up for their mistake. We would like our refund in place and would prefer all the money on the credit card since we do not wish to do business with HD again. We have also been inconvenienced with trips to the store because they said we would have to come on site due to gift card. After we got to the store they told us they would not give the refund until delivery checked back in appliance. As mentioned now it has been 5 days. We have since purchased a fridge elsewhere at a higher cost, but from a company with true customer focus. Order # is **********Business Response
Date: 08/02/2022
08/02/2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *********************/BBB Complaint #********
Dear **************,
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 agent assigned to our customer case has advised our customer to visit the local Home ********************** to receive her refund, as it was processed on 07/30/2022,she will do so.
With that said,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,
***********************
Executive Escalations
Phone: ***********************
Reference Number: ********Customer Answer
Date: 08/08/2022
Complaint: 17629971
I am rejecting this response because:
Still no refund. Waiting on a paper check. No one knows the refund policies of Home Depot.
Sincerely,
*********************Business Response
Date: 08/12/2022
08/14/2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *********************/BBB Complaint # ********
Dear **************,
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. The Home Depot Online Executive agent assigned to the case has advised our customer the check was mailed on 08/02/2022 and will take ***** days to receive. The agent is assisting our customer with providing the tracking information of the check. Once this information is received by our business partners, we will provide it to our customer.
With that being said, we are in the process of addressing our customers complaint.
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: ***********************
Reference Number: ********Customer Answer
Date: 08/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I received my refund.
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 did an installation of windows in my home but did not close the permits and in doing so caused me to be held responsible for their expiration and now I have payed 510 dollars for the violation notice to pay a settlement to the city or a lien will be placed onto my home which I cannot affordBusiness Response
Date: 08/05/2022
08/05/2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***************************/BBB Complaint #********
Dear **************,
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. The Home Depot Branch Installation Manager, Soraya, contacted the Service Provider who is working with his Engineer to complete the inspection. We have requested an invoice for $510 from our customer to be reimbursed.
With that being said, we are in the process of addressing our customers complaint.
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: ***********************
Reference Number: ********
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