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
- 12,190 total complaints in the last 3 years.
- 3,507 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:07/26/2022
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.
Ordered ** pckg. (Fridge, Microwave, Dishwasher(**) and Range) on 6/3/22. 1st delivery (6/22/22):The fridge was damaged during transit and we were told they cannot do partial installation. So we cannot take delivery of any items and sent all 4 items back. We called Home Depot to reschedule and it took them 4 days to confirm they cannot deliver a new refrigerator before 7/21. The reason is it was in back order with **. We requested to split the delivery and they agreed to deliver other 3 items on 6/28/22.2nd delivery (6/28/22):The MW could not be instld the kitchen backsplash was in the way. They took it back w/o trying and we decided that is ok. We returned it and did not get a full refund. We received $100 less and told us it is due to a computer glitch and gave us a gift card for $100. Same day they said we have sub-flooring under ** & can't do the install until we fix it. We called our handyman and paid him money to fix it. We found complete *************** under the dishwasher and no subflooring. 3rd deliver (7/21/22):They will not come back anytime sooner to install the dishwasher and will do it only with the fridge. On 7/20 we received an email that fridge will be available only on 8/2 and they cannot come in on 7/21 as promised. We rqstd to come in and do only dishwasher installation. They instald. the ** but couldn't push it in fully because of a wooden 2/4 on the back wall. No idea why it was there and they will not remove it and left. After they left, we discovered the kitchen sink was leaking. Filed a complaint with Home Depot on 7/22.4th delivery (7/26): No one asked us if the leak was fixed and we did not have any leak after 7/22. On 7/26 they came in for finishing ** install and opened a pipe under the sink and leak started so they left as it is without installing. We are left with a leaking sink and without a dishwasher for over a week now and they will not fix any of this until a claim is investigated. They broke it and we are left to fix it.
Business Response
Date: 08/04/2022
August 04, 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 **************** may have experienced regarding his purchase, order number WB14782989.
Additionally, we forwarded our customers concerns to our Online Team Business Partner for assistance Upon review, The Home Depot Online Escalation team provided the following update: Reviewed the customer order and found that a general liability claim was filed for the damage to the cupboard from the installation of the dishwasher. Customer was advised were unable to taken any further action on the order as they have been compensated several times and any further interference on this may affect the claim.
With that being said, The Home Depot has addressed our customers complaint and now considered this a work in progress.
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.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expediter-Executive Escalations
P: ********************
SF#********Customer Answer
Date: 08/05/2022
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:07/26/2022
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.
My wife and I hired Home Depot to install/replace a total of 3 sliding patio doors and to remove the old ones, this large service was originally scheduled for We both took two days off of work (Thursday July 23rd and Friday July 24th) and there was a "no call no show" by Home Depot's designated contractors for July 23rd, after calling Home Depot and finally speaking to ***********************, he agreed that an experienced door/window contractor would be at our house that same Saturday to install the doors. The contractors that were hired in place of the previous contractors arrived and began work. They forgot all 3 screens, and there were 1 inch gaps in the trim, and 2/3 doors were installed incorrectly. There were nails in place holding down exterior trim pieces as well as gaps between the door and exterior wood trim. Two out of the 3 sliding doors were installed entirely incorrect as the orientation for the sliding door was in clear path of the vents. A After bringing this to Home Depot's attention (***********************, ***********************, and the contractor) they agreed to come back out two weeks ago to attempt to correct the issue. In doing so, the same contractors swapped out the panels instead of the whole door frame which left 2/3 doors with holds through the threshold causing water to leak through. One of these doors is located on the 2nd floor and this will create a HUGE issue. The trim pieces were replaced and they also did bring the 3 screens, but now I have a bigger issue with 2 sliding doors that are leaking with holes, this is unacceptable. I have taken a total of 3 days off of work to get this project done and it's turning into a nightmare. I filed a corporate complaint against Home Depot last week, *********************** reached out to me and I finally was able to connect with him, I am not happy with his rude response and his solution, ******* welcomed a lawsuit to Home Depot when I started going over our options.Business Response
Date: 08/23/2022
August 23, 2022
Sent Via Email
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 with our **********************, under order number H2780-116395.
The Home Depot has reviewed this case. Additionally,we forwarded our customers concerns to our Home Depot Exteriors Business Partner for assistance Upon review: The customer was contacted regarding the concern, but the Branch Installation Manager (***) left a message for the customer. *** apologized for the experience and left his contact information. The order was received, and we have 2 replacement doors on order. The customer signed off on the *** drawing. A second attempt to reach the customer was unsuccessful. The customer finally got back to the *** via text and the customer was given an ETA of 09/14/2022 for the2 door replacements.
With that being said, The Home Depot has addressed our customers complaint and now considers this matter a work in progress.
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 if you have any questions.
Sincerely,
*********************
Resolution Expediter Executive Escalations
Customer Care
Phone#************************
Case # ********Customer Answer
Date: 08/23/2022
Complaint: 17626981
I am rejecting this response because:the Doors will not be here until mid September, I want this case left open until Home Depot fulfills their obligation.
I was told I would be given a discount on my products/services and that has yet to be discussed with me.
Sincerely,
*************************Business Response
Date: 09/04/2022
September 04, 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 valued customer may have experienced with our **************************** order number H2780-116395.
The Home Depot has reviewed this case.Additionally, we forwarded our customers concerns to our Home Depot Exteriors Business Partner for assistance Upon review: The customer was contacted regarding the concern, but the Branch Installation Manager (***) left a message for the customer. *** apologized for the experience and left his contact information. The order was received, and we have 2 replacement doors on order. The customer signed off on the *** drawing. A second attempt to reach the customer was unsuccessful. The customer finally got back to the *** via text and the customer was given an ETA of 09/14/2022 for the door replacements.
Update: any compensation discussions are discussed at the end of the installation to consider all things. The customers doors were re-ordered with an ETA of 09/14/2022. This has not changed. With that being said, The Home Depot has addressed our customers complaint and now considers this matter a work in progress.
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 if you have any questions.
Sincerely,
*********************
Resolution Expediter Executive Escalations
Customer Care
Phone# ************************
Case # ********Initial Complaint
Date:07/26/2022
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 bought a washing machine in October. I started having trouble with it in July. I called the store where I purchased it and they transferred me to GE. They came out and told me that it was the panel to make the water come in and out. they also said that the washer shouldn&#**;t be in the basement due to the dampness. Most people I know have their washing machine in the basement. I have made four appointments for them to come to change the panel on the machine and four times they haven&#**;t shown.Business Response
Date: 08/05/2022
August 05, 2022
Sent Via Email
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 while shopping with our company.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Additionally, we forwarded our customers concerns to our Online Team Business Partner for assistance. They will also be directly responsible for resolving the issue.
We received the following response from our Online Escalation Team; The Online Executive Escalations Team will contact ***************************** to provide assistance with our customer's appliance repair issue. Mid America Electronics was at the customers home on 08/04/2022. They diagnosed the issue and will be back in **** business days to do the repair.
With that being said, The Home Depot has addressed our customers complaint and now considers this matter is a work in progress. If any additional assistance is needed, please advise the customer to contact to contact the online agent who reached out to them (******* @************************).
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.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expediter-Executive Escalations
P: ********************
SF# ********Initial Complaint
Date:07/26/2022
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 a sliding glass door from Home Depot in November of 2020, after 2 failed attempts the correct door was made and installed January of 2022 I paid $4144 for the door.I was compensated in the amount of $750 last year after the 2nd door was made incorrectly. However, it was only $700 because of the incompetence of the install team and install **************** I missed a doctors appointment and was charged $50.Since the actual installation of the door (which was done by 1 man and a 12-year-old child - not sure if there is a violation because of child labor laws) it has started falling apart, the first problems were noticed withing 24 hours. That issue was with the screen part of the door and was addressed with 2 weeks roughly. While that was being fixed, we noticed other parts of the door were missing or falling off. I think it was roughly April that someone finally came to figure out what I needed to fix the door... Twice they have either ordered or received the wrong parts. Not once have they taken/accepted their faults, every email I get is just passing the buck and playing the blame game. I now have new damage to the door because the repair guy must have tried to force the wrong part into place.I have dealt with over 7 different "agents" on the Home Depot end, most recently is ***************************************. He was emailed pictures of new damage on June 22, less than 20 min after the "repair guy" left. I very clearly stated how frustrated I am and informed him that we have 2 choices. One either Home Depot builds me and entirely new door and has it installed by two licensed adults or they may continue to "FIX" my current door and they can issue me a full refund.It took more than 2 weeks to get any response via email, but he did not address my concerns, I replied again clearly stating what I want to see done and have yet to hear back from him. That email was sent last Tuesday, July 19th.I feel I have been more then patient with them. Please Help. Thank you.Business Response
Date: 08/25/2022
August 25, 2022
Sent Via Email
Attn: Ms. *********************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 **************************************************************
*******, ** 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 with our ******************************.
The Home Depot has reviewed this case where we forward our customers concerns to our District and Store Managers for their immediate attention and assistance with resolution.
We received response from the store stating the *** for the materials is October 5, 2022, and two full door panels will be replaced.
With that said, The Home Depot does not consider this matter resolved and the service ticket shall remain open until the customers concerns have been addressed.
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.
Sincerely,
*****************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:07/26/2022
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 and paid for a refrigerator online July 15, 2022. It was to be delivered and my old refrigerator taken away July 22, 2022. There was no 30 minute heads up call as stated. The Driver showed up and announce that they would not be taking our old refrigerator, as his lift gate was broken and he and his assistant would not be lifting it on to their truck. My husband wanted to call the store because we paid for this service and had no place for the old appliance to be left. The driver went out to the truck and called his dispatcher and came in and announced rudely to my husband and I that he would not bring in our refrigerator because he was not lifting the old one on to his truck, walked out slamming the door and left. We finally contacted the manager of the store in *********, thru which we purchased the appliance online and the manager opened an escalation, with the explanation the store really isn't involved. The escalation team does not work on Saturday and Sunday and so Monday morning, after no one contacted us, we called the store again. This time we were told to call the 800 number and were provided the order number and the Request for escalation number. After calling the 800 number and getting escalated to a member of the leadership team, we were told once again that the company has not accountable for the control over the delivery process, that they have several trucking companies, and it is out of their hands. My husband being a Diabetic and having need to refrigerate his insulin and then the offer to give us a $200 gift card so we could go and pick up a small refrigerator to secure his meds. My husband and I are elderly and he is disabled. At this point I asked for my money back, about $1900 but was told I would get a store credit in 5 -7 business days. I do not want a store credit.Business Response
Date: 08/05/2022
August 5, 2022
Sent Via Email
Attn: ****** Brown
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 26, 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 ******************** processed compensation and advised of processing time frame. Customer confirmed order delivered and accepted offer for compensation.
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 customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
Marlenia *******************
Resolution Expediter Executive Escalations
Customer Care
Phone# *************************
Fax# ************
Case # ********Initial Complaint
Date:07/26/2022
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.
Dear officer, My name is ** Pan. Im writing to file a complaint to Home Depot in ****** store, **. I bought a snow blower on Nov.2nd.2021, the employee in the ****** store helped ** purchase it on the website. The first time we used it in early February, during the first blizzard in ******, but there was some sort of problem. It stopped working. It is obvious we bought a broken machine (that cost $1,199) We filed a complaint on February 10th to the Home Depot in ******, but one of the manager said the return period is 30 days, only can be repaired. They promised this was a small issue. We rented the truck and drove the machine to Home Depot for repair (that cost$ *****). The next day, they said all set and delivered the machine to my house (that cost $45). We didnt use it until the end of February, the second blizzard in ******, but the machine still did not work. We cleaned the snow manually. my husbands heart became uncomfortable because of snow removal. I immediately called another manager in ******, who was named ***** or ******, to discuss a return or exchange for the snow blower. With his consent, I recorded our conversation. He confirmed every repair history and told me he couldnt guarantee it works after being repaired, but finally promised to exchange , giving him time to find a new one, and would call me back. But Five months passed, and ***** has never contacted me. I called him in July. He said he couldnt find the repair history and would call me back that afternoon. In the same situation as the last time, he has never called me back. I contacted him five times, either in a meeting or out of the office. The last time I contacted him is July 25th, an employee named **** answered my phone. His attitude is so rude and said no way to exchange a new one. I respond ***** promised to exchange, he said ***** said no way. I still tried to discuss, he hangs up my phone rudely. Could BBB help me negotiate with them and return it? I Appreciate it!Business Response
Date: 07/29/2022
July 29, 2022
Sent Via Email
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 with our **********************, store. The customer reported that he purchased a snow blower which has needed repairs every time she's used it. Customer is requesting a refund.
********************** has reviewed this case. We reached out to Ms. *** to apologize for her experience. Our Specialty Manager offered to replace the snow blower, but the customer declined the replacement and will be refunded. The customer will come back to the store to purchase another snow blower in the fall with the Specialty Manager who has agreed to upgrade her to the next model up.
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 customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expeditor-Executive Escalations
P: ********************
F: ************
SF#********Initial Complaint
Date:07/26/2022
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 placed an order #WB19115044 on Saturday, July 23rd for next day delivery. On Sunday I received an email saying the order delivery date was rescheduled to Monday. On Monday I received an email that said the order was not able to be delivered and that I should call ************ to reschedule.I called that number and spoke with a very nice customer ********************** rep about rescheduling my order. *** informed me that I needed to call the local store to reschedule the delivery.When I called the local store I spoke with ***** who was very short and rude when she answered the phone. *** then was having trouble hearing my order number, got frustrated and instead of saying that she was having trouble hearing me, just transferred me to another service rep.The second service rep, named ***** was also very short and rude. I asked her if everything was OK and that ***** was having trouble hearing my order number. *** bluntly said "I don't know nothing about that" and then handed the phone back to *****. *****, clearly still frustrated, explained she couldn't hear my order number and that's why she transferred me. I said, "You sound frustrated when you answered the phone and I understand you didn't hear my order number but it's important to explain this to the customer that you will be transferring them to another service rep." *** dismissed this and asked, "What do you want?" I told her that I would call the cooperate number to get this taken care of and I didn't appreciate the attitude.I called ************ and got ****** on the phone. After talking with ****** for 16 mins, who was nice, he then transferred me, maybe by accident, to another service rep who had no clue why I was transferred or what I spoke to ****** about for 16 mins.This service rep is named **** and when I ask for a supervisor, he would not transfer me. So I hung up and called the corporate office at **************. I said I had a complaint, the rep transferred me and I've been on hold now for 47 mins.Business Response
Date: 07/29/2022
07/29/2022
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 the case contacted the local Home Depot responsible for the delivery to have the delivery made on 7/29/2022. Our customer has confirmed the delivery was made today successfully.
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: 07/29/2022
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,
*************************
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