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
- 12,193 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:07/11/2025
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.
Order a patio set from home depot and half of the shipment was delivered. Reached out to Homedepot 3 times.First time: was told they reached out to the vendor via email and I should get a copy of the email and a response directly from the vendor. Second time: was told *** will pick up the broken items that was delivered with no package since we dont have the boxes anymore. The employee assured me that *** will be there the next day and that he left a note to take the chairs without a box. The pick up was never scheduled by homedepot and I wasted a whole day waiting for *** for no reason.Third time: scheduled *** pick up with a note that the chairs are broken and not in a packaged and was promised *** will be on with it bec Home Depot left a note. *** rejected the pick up since its not packaged. Till today I havent received an email from the vendor, from homedepot, note have I received the reminder of the products. I havent wasted 2 weeks communicating with Home Depot only to have the first 2 employees blandly lie to me.
Business Response
Date: 07/14/2025
July 14, 2025
Attn: *********************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: ***** *********/ BBB Complaint # ********
Dear Mrs. ********************** behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The team has connected with the customer and reviewed the order. A refund was issued due to issues with the pickup of the damaged merchandise and delays to resolution.
The Home Depot does consider this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** Beriau
The Home Depot Executive Escalations
P: *************** at extension 271051
F: ************
Case: 38921942Initial Complaint
Date:07/10/2025
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.
Today, July 10th, I arrived at Home Depot in ********************** to accept and finalize a contingent job offer upon showing up for a store visit. The email was stated as such. This offer was in response to a number of steps I took to apply for a freight position I saw on their website. I filled out the questionnaire and even submitted my resume. Days later, an automated email said I got the job and had to tour the store.When I arrived, the manager had no idea I was coming. I offered my resume and the manager said she wont need it. She then interviewed me, and ended the interview stating that they were never hiring and it was a glitch in the system that had been telling candidates for months that they were contingently hired. Why did she interview me then instead of just saying that they werent hiring?This is very bad business practice, and I would like Home Depots HR department to call me and verify that the store is in fact not hiring when they posted on their website that they were in fact hiring. The manager either lied to me or there is a real glitch that needs fixed. Either way, she said that many others have come in over several months with the same thing happening. I dont buy it.I am jobless and I dont need to be a part of some bad business practice that hurts people. I dont have time to waste on bad management and/or dishonesty. I want an apology from Home Depots HR and a chance to interview at another location, possibly my hometown before I moved to *****************. I just want a real shot at the job. Not a made up decision before I even had the chance to interview. She wouldnt even take my resume! She just asked me 3 questions and said they were never hiring and it was a glitch in the system. Totally unprofessional and unacceptable.This will also affect my future decision to shop there. Very bad for business. Please have them call me and give me an honest interview at a different location if positions are available. Thank youBusiness Response
Date: 07/14/2025
July 14, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving ************** ****** & **********************;
*************************;
***************************;
*****************
RE : ***** ****/ BBB Complaint # ********
Dear Ms. ******
On behalf of The Home Depot,I apologize for any inconvenience our customer may have experienced regarding Home Depots job application process.
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 our Associate Relations Team, as they are the department that manages all Home Depot human resource concerns. At the conclusion of the review and investigation by Associate Relations, Mr. **** will receive a response directly from Human Resources/Associate Relations.
Please know it is The Home Depots goal 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. If you have any questions, please do not hesitate to contact me.
Sincerely,
***** *.
The Home Depot
Executive Escalations
Phone: ************************
Case: ********Customer Answer
Date: 07/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:07/10/2025
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.
My HDX 5-Tier 'Plastic Shelving Unit' order was received on 7/7/2025 via *****. When putting the unit together, one 'foot' is missing. The unit needs four, and I only received three. Please provide me the missing 'Foot' so I can continue to set it up and use it.I have already tried to resolve this issue with Home Depot 'Chat' who directed me to contact HDX, who directed me to Customer **************************** issue should be addressed and resolved at this level. I have been a Home Depot customer for 35 plus years and should not have to be pushed to one department and another.Business Response
Date: 07/22/2025
July 22, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
********************** 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. Our team has advised that they called and left a voicemail regarding the missing parts, and how they were shipped and delivered via **** on 7.18.25 according to the vendor.
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. Customers case will remain open until resolution is met.
Please contact me should you have any additional questions or concerns.
Sincerely,
******* *.
Executive Escalations Representative
Office:************************
Reference Number: ********Customer Answer
Date: 07/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:07/10/2025
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 package was taking longer then expected so I contacted *** to see what the hold up was. I only ordered a lawnmower blade. They told me the packers lost and to contact the shipper. Did so. The home depot. I talked to their costumer service and told them the situation and requested replacement. The agent told me they'd have to issue me a refund which takes 5 days and have to charge me again to make it happen. Im not being charged twice for and item that should have been here days ago. With large companies refunded rarely ever return. ************************ have horrible business practices and I'll never make the mistake of doing business with them again. I better get my money back or I definitely will pursue legalBusiness Response
Date: 07/14/2025
July 14,2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
*****************************************************************************************
*****************
RE: ***** ******/ BBB Complaint# ********Dear Kaylee,
I hope this message finds you well. We acknowledge receipt of BBB Complaint# ********regarding a missed shipment under order WG92761942.
The Home Depots Online Executive Escalations Team has thoroughly reviewed the order and contacted the customer. We called the customer to discuss his concerns regarding his order that was lost in transit. The customer stated he is no longer doing business with us and disconnected the call. We refunded the order and emailed the customer to provide our contact information should he decide to discuss his concerns regarding his order.
With this resolution, The Home Depot considers the matter closed.
Please be assured that The Home Depot is committed to satisfying all of our customers with the products and ******************** we offer. We value our customers' patronage and look forward to serving their future home improvement needs. Should you have any questions, please do not hesitate to contact me.
Best regards,
*** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor - Executive Escalations
P: *********************
F: ************
SF#: 38914634Initial Complaint
Date:07/10/2025
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 ********** Credit Report has not been updated since the last payment of May 15, 2025, and I have made an attempt to contact customer ********************** by phone, but was unable to reach a live person to discuss the matter.Business Response
Date: 07/15/2025
July 15, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
***********, Suite 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. The Customer called and informed us that our credit services team have updated credit, and it reflects on his credit score. The customer is happy.
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. Customers case will remain open until resolution is met.
Please contact me should you have any additional questions or concerns.
Sincerely,
******* *.
Executive Escalations Representative
Office:************************
Reference Number: 38914608Initial Complaint
Date:07/10/2025
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.
Formal Complaint Against Home Depot In April 2024, I hired Home Depot for a major renovation project that totaled over $100,000. Since completion, I have experienced serious and unresolved issues directly caused by the contractor Home Depot *********** this day, I do not have hot water, and both my medicine cabinet and toilet rack were installed improperly. These defects were brought to Home Depots attention multiple times including during an in-person walkthrough yet they remain unaddressed.I was also left without a functioning kitchen for over six months, which forced me to spend unnecessary money on daily living expenses that should not have been required. These extended delays and failures have caused significant hardship and disruption.Home Depot extended a $10,000 compensation offer, which I formally rejected. I have not signed any final paperwork, and the resolution proposed does not reflect the true extent of the damages or the financial and personal impact. Despite sending detailed and urgent emails to their executive escalation team, I have received no response.I am now facing the cost of demolishing and redoing the bathrooms entirely, which is unacceptable after a six-figure investment. I am seeking full responsibility from Home Depot for the necessary repairs and remediation, or an appropriate financial reimbursement that reflects the actual damage and hardship I have endured.Thank you for your attention to this matter.Business Response
Date: 07/15/2025
July 15, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******** ****/ BBB Case #: ********
Dear Ms. **************** acknowledge receipt of BBB Case #: ******** and appreciate the opportunity to respond.
On behalf of The Home Depot,we sincerely apologize for any inconvenience our valued customer may have experienced in connection with their installation service.
After a thorough review and investigation conducted in collaboration with our Executive Services and Legal teams, The Home Depot extended a resolution offer to the customer totaling $10,000. This includes:
$8,000 as a goodwill gesture to acknowledge and address the inconvenience experienced, and
$2,000 to support the purchase and installation of a water heating unit through a service provider of the customers choosing, in alignment with their request that no further Home Depot personnel enter the residence.
Based on this resolution, The Home Depot considers the matter closed.
We remain committed to delivering quality products and services and to ensuring customer satisfaction.
Sincerely
The Home Depot
SF Case #: ********Customer Answer
Date: 07/15/2025
Complaint: 23580346
I am rejecting this response because:The $10,000 offer is insufficient and unacceptable given the scope of the damage and unresolved issues caused by this project:
- I still do not have hot water in my home a basic necessity.
- The medicine cabinet and toilet rack were improperly installed and never corrected.
- I was without a functioning kitchen for over six months, which caused serious disruption and unexpected expenses. and I began notifying Home Depot early on when it became clear the project was being significantly delayed.
- I now face the possibility of demolishing and redoing both bathrooms, despite having already spent over $100,000 on this renovation. The $10,000 offered doesnt come close to covering the cost of fixing the damage I would have to completely demolish and redo both bathrooms just to restore basic hot water functionality, which is outrageous after spending over $100,000.This was clearly discussed with Home Depot representatives during walkthroughs, emails, and follow-ups, yet the company is choosing to ignore these facts.
Furthermore, I have not signed off on any final paperwork, and I am requesting the following documents, which have not yet been provided:
- Copies of all permits pulled for the project
- Copies of the contract between Home Depot and their contractor
- Warranty documents for materials and labor
- My full customer agreement/contract with Home **********************
Home Depot has failed to deliver a completed and livable renovation, and attempting to close this matter with a blanket statement does not resolve the damages I am left to fix myself.
I am requesting a refund of at least $55,000$75,000, which more accurately reflects the ongoing damages, incomplete and defective work, the time spent without a functioning kitchen, and the cost of redoing essential parts of the renovation.
I expect a serious resolution.
I have not signed off on any final paperwork, so I do not understand how Home Depot can claim this matter is closed while major issues remain unresolved.
Sincerely,
******** ****Business Response
Date: 07/17/2025
July 17, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******** ****/ BBB Case #: 23580346
Dear Ms. **************** acknowledge receipt of the rebuttal submitted regarding BBB Case #: 23580346.
On behalf of The Home Depot,we extend our sincere apologies for any inconvenience the customer may have experienced in connection with their installation service.
As previously communicated, a Settlement and Release Agreement was sent to Ms. **** on June 30, 2025.Following a comprehensive review conducted in coordination with our Executive Services and Legal teams, The Home Depot extended a resolution offer totaling $10,000. This offer includes:
$8,000 as a goodwill gesture to recognize and address the inconvenience experienced; and
$2,000 to support the purchase and installation of a water heating unit through a third-party service provider of the customers choosing, in accordance with the customers request that no further Home ********************** personnel enter the residence.
We have carefully reviewed the customers request for additional compensation and determined that the offer extended is both fair and reasonable based on the facts and documentation provided. While we understand the customers position, the requested amount of $75,000 does not align with our findings and is not considered a reasonable resolution under the circumstances.
We regret that this outcome may not meet the customers expectations. However, this represents The Home Depots firm and final position regarding this matter.
Sincerely
The Home Depot
SF Case #: ********Customer Answer
Date: 07/17/2025
Complaint: 23580346
I am rejecting this response because:I am writing to formally dispute Home Depots continued position that this matter is resolved.
First and most importantly:
I have never signed any final paperwork or Certificate of Completion. I made it very clear to the contractor at the time that I would not be signing anything due to the ongoing issues most seriously, the fact that I still do not have hot water in my home. That is not a small detail it is a basic necessity, and no responsible contractor or company should consider any project complete without it.
The project also included multiple installation failures. The medicine cabinet and toilet rack were never properly installed. I was left without a functioning kitchen for over six months, and I began notifying Home Depot of delays and concerns early on in the process.
Home Depots recent internal email response to me, suggesting that my communications are intimidating or bordering on harassment, is deeply inappropriate and feels like an attempt to silence a dissatisfied customer. I have simply been sending emails and asking for updates when no one is replying or taking my situation seriously. I have been trying to resolve this for over a year and have every right to follow up, especially after paying over $100,000 for work that has left my home in worse condition.
To be clear, the offer of $10,000 is not acceptable. It doesnt come close to covering the cost of demolishing and redoing the 2 bathrooms in order to restore hot water and correct the other issues. However, I do want to make it known that I am willing to negotiate a fair offer. The reality is that $10,000 does not come close to covering the cost of repairs needed to restore hot water, fix faulty installations, and address the damage left behind all of which require major corrective work.
At this time, I am requesting that Home Depot provide:
A full copy of all permits pulled for this project.
A copy of the contract between Home Depot and the subcontractor used.
All warranty documentation.
An explanation of how the project was marked complete without my signature or final sign-off.
Unless Home Depot is willing to revisit this matter in good faith, I will continue to pursue all appropriate regulatory options.
Sincerely,
******** ****Initial Complaint
Date:07/09/2025
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'm making this complaint against Home depot on my purchases on 7-6-2025. I had been visiting this store online since before Memorial day. I needed a refrigerator and when the sale started, I visited more times to see if the prices would go down. Deciding to wait for the 4th of July 2025 sales. I asked several different employers about the sign that stated: Buy More Save More. The sign that I saw said, if you buy 2 or more appliances, you save $150 for 2. I was told this during the Memorial day sales and the 7-4 2025 sales. One employer even told me, if I sign up for the store's credit card, I would receive another $100 off. This is when I started thinking about getting a washing machine also because of the $150 off for buying 2 appliances. I was calling Home Depot on the phone and visiting the store also and everyone told me the same thing about the $150 off if I brought 2 appliances. Nobody told me about, I had to buy the same brand, certain brands or anything else, just: If I brought 2 appliances, I would get $150 off. Each day, I receive an email from Home Depot for the "special of the day". I knew that I was going to buy a refrigerator and decided on getting a washing machine also because of the $150 off. I had already got rid of my old refrigerator and made plans to get rid of my old washing machine. I know the 4th of July 2025 sale was getting ready to be over so I decided to go back after church Sunday, July 6, 2025 to make my orders. The employee got all my information, which most was already in the system because I've brought mowers and other things before. When he calculated my total, he said it was $$1420.05. I asked about my $150 for buying 2 appliances and he said, it was already totaled in. I said, no it's not, the prices are only the sale prices which are on the appliances, not the extra $150. He asked if I wanted to get online. Called online and was told, the sale was on select ones only. The sign is different, why now?Business Response
Date: 07/15/2025
July 15, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******* *******-******/ BBB Case No. 23578115
Dear Ms. **************** acknowledge the receipt of BBB Case No. 23578115.
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 thoroughly reviewed this case and escalated the customers concerns to our Online Executive Escalations team for prompt resolution. The team contacted the customer to offer our sincere apologies and, as a goodwill gesture, issued a Home Depot gift card, which the customer has 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 (Faith @ **************************). 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.38907753Customer Answer
Date: 07/16/2025
Complaint: 23578115
I am rejecting this response because: A lady name Faith called me about 10:05 am on July 10, 2025. She told me that I would receive another $250 dollars Home Depot gift card on my email in 15 to 20 minutes but I never received it. I called back on the 13th or 14th of July 2025 and someone else said, Faith didn't do it but he saw it on the record. He said , he would do it but I want to make sure it's correct.
Sincerely,
******* *******-******Business Response
Date: 07/22/2025
July 22, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******* *******-******/ BBB Case No. 23578115
Dear Ms. **************** acknowledge the receipt of BBB Case No. 23578115.
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 thoroughly reviewed this case and escalated the customers concerns to our Online Executive Escalations team for prompt resolution. The team reached out to the customer to extend our sincere apologies and, as a gesture of goodwill,issued a Home Depot gift card. The customer has confirmed receipt of the gift card.
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 (Faith @ **************************). 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.38907753Initial Complaint
Date:07/09/2025
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.
Product 1: Hotpoint 6.2 cu ft vented electric dryer in white with auto dry, product 2: hotpoint 4.0 cu. ft top load washer in white with cold plus and water level control These were ordered in the store of Home Depot in ************* on June 19th. The promised delivery was to be on June 26. I received a text message saying the date was moved to the 28th. On the 28th they said the machines would be delivered on the 2nd of July, I complained and said that would be the last time they extend the date before I take action. On the 2nd of July, Home Depot sent me a text saying it was going to be the 8th of July before they could deliver. I called them and told them that was not going to be OK, and their response was rude and dismissive. On the 3rd of July, my husband and I went to the store to have our order canceled and our funds returned. The assistant manager of ************* Home Depot (named *******) denied the ability to do either. He would not (or could not) cancel the order and would not return our money. His exact words where "You will have to wait till they (the washer and dryer) are delivered and refuse them. Then we(home depot) will charge you a 15% charge for having to resell the product." My husband and I called Home Depot Corporate to talk to someone there, and they confirmed that the order could not be canceled, and they have no intention of returning my money in a timely fashion, if at all. And most probably, not all of it.Business Response
Date: 07/11/2025
July 11, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
***********, Suite 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. Our store reached out to advised that customer has been informed that she will need to come into the store to process refund for order.
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. Customers case will remain open until resolution is met.
Please contact me should you have any additional questions or concerns.
Sincerely,
******* *.
Executive Escalations Representative
Office:************************
Reference Number: ********Customer Answer
Date: 07/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:07/09/2025
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 purchased a dehumidifier on 6/25/25. I went to the store today 7/9/25. To return my purchase.Because i'm not happy with it. This was the first time that I was made aware that on 6/16/25. They have a new policy that you can only make returns within the first seven days. The store manager returned the sixty dollar.Charge to my credit card for the extended warranty. But she would not return the amount to my credit card for the dehumidifier in the amount of ******. She told me she could only give me store credit. She also told me the only place. The new policy is posted in the entire store. Is that the customer ********************** desk where returns are being made. She says they do not have the notice posted at the register where you check out. I have not shopped at home depot in several years. There were so many letters and codes on my receipt. With return dates that it was confusing to me. I want the store two return my store credit. And refund me in cash or check or back to my credit card for the purchase. It is not my fault.The store didn't have it properly displayed for customers to see at the self checkout.Business Response
Date: 07/10/2025
July 10, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ***** *******/BBB Case No. 23574846
Dear Ms. **************** acknowledge the receipt of BBB Case No. 23574846.
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 carefully reviewed and investigated this matter and offers the following in response to your concerns. In coordination with ***************** we arranged for a refund check to be mailed to the customer, who was advised to allow 57 business days for delivery. As a goodwill gesture, a Home Depot gift card was also provided, which the customer accepted.
With that being said, The Home Depot considers this matter resolved.
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.38901952Customer Answer
Date: 07/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:07/08/2025
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.
Hello,I am writing in regards to a granite purchase we made with Home Depot in August 2024. We have been trying to get this issue resolved with both our the Home Depot store in ********************************** and our Home Depot credit card account without full resolution. The purchase was made for our home addition and paid for on our Home Depot account through our contractor Hanover Home Remodeling/ **** ********. We were charged over $10,336.30 plus taxes ($9,636.30 for granite, $250 - large oversized piece, $250 undermount sink, $100 x2 - (2) trips to job site). When we went to the warehouse to select the slabs of granite needed for our project, the colors were vastly different. We picked light cream and the slabs in stock of the same name were black, which clearly isn't what we purchased. We immediately let ******* at corporate know as well as ********* in the ******, ** store know. Our contractor needed the materials quickly and it was unable to be resolved to get the correct product within the necessary time frame through Home Depot. We ended up having cancel the granite, request refund and go with another fabricator. Home Depot committed to provide slabs of granite in the color of the sample given in the store which was not the case. The issue is that a check for $7,857.06 was sent to our contractor, which is not a full refund, and is short $2,479.24 plus taxes. I have been trying to resolve this issue to no avail and am able to forward all the email correspondence. I have spoken to all previously mentioned, the Totowa store manager, disputed it twice on our credit card and numerous emails without being able to successfully obtain a full refund. I have also been unsuccessful in obtaining a copy of our original purchase receipt as the printer was down that day. The nature of the dispute is getting a full refund either refunded to our Home Depot card or by mail to us. Any assistance you are able to provide is greatly appreciated. Warmly, ***** ************** cellBusiness Response
Date: 07/10/2025
July 10, 2025
Attn: ****** *****, Customer Experience Specialist
********************** Serving *************,
****** & ** ************;
*************************************************************;
**********************;
RE: ******* and ***** Tasso / BBB # ********
Dear ****** *****,
We acknowledge receipt of a Better Business Bureau Consumer Complaint # ******** and provide the following response.
On behalf of The Home Depot, we sincerely apologize for any inconvenience the complainant may have experienced with their purchase. However, the above referenced complainants are our customers clients, did not purchase the order notated on their complaint nor enter into contract with The Home Depot for their remodeling project.
The Home Depot has reviewed, carefully investigated this matter, contacted our store leadership and our customer. We have verified and explained how the amount of refund check sent to our customer is true and correct in January and April 2025, again this week and our customer is in agreement. We recommend the complainants address any questions or concerns about their project with their contractor.
The Home Depot has performed due diligence and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** *.
The Home Depot | Customer Solutions
Executive Escalations
Case: 38900002Customer Answer
Date: 07/12/2025
Complaint: 23572939
I am rejecting this response because:Dear Better Business Bureau,
Thank you for the opportunity to respond. We respectfully reject Home Depots request to close this case and strongly dispute their claim that our contractor was the customer.
Facts:
The full amount ($10,336.30 plus tax) was paid using our Home Depot credit card, not the contractors.
The granite order was canceled by us, the cardholders, on the same day we selected the slab due to clear product misrepresentation.
The remaining materials were delivered to our home, not to the contractor.
Despite this, Home Depot issued a partial refund to our contractor and has refused to refund the remaining balance to us, the actual purchasers.
Clarification and Legal Standing:
While the contractors Pro Account may have been used to process the order, that does not change the fact that we are the legal customers and purchasers. Their response ignores that:
The charge was made to our credit card.
We canceled the order.
The products were to be delivered and installed at our residence.
We have attached a screenshot showing our contractors written acknowledgment that:
- He was instructed not to deposit the check.
- The refund check was not considered payment in full.
- He was not authorized to accept funds on our behalf.
Furthermore, our attorney has advised that Home Depots logic is fundamentally flawed: if the charge was made to our credit card, then either we are the client and are entitled to the refundor Home Depot fraudulently charged us for goods and services we did not order. Either conclusion requires that the full refund be issued to us directly. Home Depot cannot have it both ways.
Request:
We are requesting the following:1. Home Depot issue an accurate receipt in it's entirety from the date of purchase, which is not modified and includes the cost of the granite purchased, not as a $0 charge. The granite was not canceled on the date of purchase as shown on the receipt received July 9th 2025 via email from Home Depot following the filing of this complaint. This receipt and amount differs from the partial receipt obtained on 1-6-25 from the store when a partial refund was finally issued inadvertently to the contractor, not us the customers.
2. A full refund of $10,336.30 plus tax, issued to us, the cardholders and purchasers.
3. That Home Depot immediately issue a stop payment on the check to the contractor.
4. That the refund be re-issued directly to us.
5. That this complaint remain open and unresolved until Home Depot fulfills these requests.
We appreciate your continued attention to this matter and request that the case not be closed based on a mischaracterization of the facts or consumer status.
Sincerely,
******* and ***** *****
**********************************************************************************
*****: **************
*******: **************
Date: July 12, 2025Business Response
Date: 07/15/2025
July 15, 2025
Attn: ****** *****, Customer Experience Specialist
********************** Serving *************,
****** & ** ************;
*************************************************************;
**********************;
RE: ******* and ***** Tasso / BBB # ********
Dear ****** *****,
We acknowledge the receipt of the customers rebuttal for ********************** Complaint for # ******** and provide the following response.
On behalf of The Home Depot, we sincerely apologize for any inconvenience the complainant may have experienced with their purchase. However, the above referenced complainants are our customers clients, their contractor, their names are not on the order, nor did they enter into contract with The Home Depot for their remodeling project. This is a dispute between our customer (the contractor) and their clients, the Tassos' of which The Home Depot has no legal authority.
As previously stated; The Home Depot has reviewed, carefully investigated this matter, contacted our store leadership and our customer. We have verified and explained how the amount of refund check sent to our customer is true and correct in January and April 2025, again this week and our customer is in agreement. We recommend the complainants address any questions or concerns about their project with their contractor.
The Home Depot has performed due diligence and considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** *.
The Home Depot | Customer Solutions
Executive Escalations
Case: 38900002Customer Answer
Date: 07/21/2025
Complaint: ********
I am rejecting this response because:To:
****** *****, Customer Experience Specialist
**********************
Serving *************, ****** & NE *******
*******************************
*****************
RE: ******* and ***** ***** / Home Depot BBBComplaint #********
Dear Ms. **************** are writing to formally respond to Home Depots most recent message regarding our complaint. We respectfully disagree with their characterization of this matter and provide the following clarification and material update.
In August 2024, we paid approximately $10,336.30 plus tax using our Home Depot credit card for granite countertop materials at the ******, ** store. The order was canceled the same day as slab selection, due to misrepresentation the granite slab presented was significantly different in color from the sample shown in-store.
Despite this timely cancellation, Home Depot charged our card in full. They then issued a partial refund check to our contractor, citing the fact that his Pro Account was used during the transaction. However, this is not a valid or acceptable refund pathway for several critical reasons:
1.
We were the paying customers.
********************** credit card used for the full purchase is in our name.
The contractor did not pay for the materials nor was even at the store with us at the time of purchase.
Delivery of the products was scheduled to our home as the address shown on the receipts provided.
We were present and involved in every part of the order and cancellation process.
2.
We expressly instructed the contractor not to deposit the check.We have written documentation (texts/screenshots) showing we directed the contractor not to deposit the refund check, as it was not payment in full.
The contractor confirmed that the check remained in his desk drawer and was never deposited.
3.
We are now in pending litigation with the contractor.
We are currently in an unrelated legal dispute with the contractor regarding a separate issue involving water penetration/intrusion and faulty remediation.
This makes it impossible for us to coordinate a refund through him, and further invalidates Home Depots argument that the refund was correctly handled.
We no longer have a working relationship with the contractor, and any attempt to use him as a proxy for refunding us is both legally inappropriate and financially damaging.
4.
Home Depots response ignores their direct transaction with us.
The stores claim that the contractor was their customer is inconsistent with the fact that the contractor was not present, nor involved with the purchase made at the store and that our credit card was charged.
Home Depot cannot have it both ways: either we were their customer, and they owe us a refund, or they charged our card without authorization.
Home Depots internal systems should not allow a refund to be processed to someone other than the cardholder, especially when there is a documented dispute.
We have attempted to resolve this in good faith for nearly a year, including disputes with the Home Depot credit card issuer (Citi), who denied our initial dispute to the amount and the second dispute due to timing, despite their earlier acknowledgment that the refund issued was only partial and inadvertently sent to the contractor.
We respectfully request that the BBB:
Keep this case open.
Require that Home Depot cancel the refund check issued to the contractor (which has not been deposited).
Direct Home Depot to issue a full refund of $10,336.30 + tax directly to us, the cardholders who paid for the order.
We appreciate your continued assistance in helping us resolve this matter fairly and appropriately.
Sincerely,
******* and ***** *****
**************************************************************************
*****: **************
*******: **************
******************************
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