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
- 12,189 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:07/08/2025
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 ordered an area rug from Home Depot on June 9, 2025. Every time I tracked it, it said they needed the correct address information. I talked to at least four people via chat at Home Depot and they each assured me the information was corrected. Still the same when I track it. I talked to at least four people at *** on the phone and they all assured me the information had been corrected. By June 30, 2025, still no rug and the tracking hasn't changed. I went to the store in ****** and talked to a Manager who spent about 25 minutes on the computer. He then told me the rug would be delivered on July 3, 2025. July 7, 2025, still no rug and the tracking hadn't changed. I went back to the store and talked to the same manager. who spent about the same amount of time on the computer then, he passed me off to someone else. I told them I wanted a refund and he said they couldn't do that until I returned the rug. He told me the proper address info had now been sent and the tracking info would change to a delivery date. He also promised to phone me today, July 8, 2025 and update me on the item. He has not phoned and the tracking page still says the address information needs to be corrected. It is now 29 days and I have no idea where my rug is and if I will ever get a refund of $486.08.
Business Response
Date: 07/13/2025
July 13, 2025
Attn: ****** *****, Customer Experience Specialist
********************** Serving *************,
****** & ** ************;
*******************************************************;
*****************
RE: **** Spence / BBB # ********
Dear ****** *****,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ******** and provide the following response.
On behalf of The Home Depot, we sincerely apologize for any inconvenience our valued customer may have experienced while shopping with our company.
The Home Depot has reviewed this complaint and our customers concerns were forwarded to our business partners at ********** Store Support for resolution. ********** has confirmed a refund for the rug was processed along with a good will gesture for our customers experience
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,
***** *. on Behalf of Home Depot ******
The Home Depot |Customer Solutions
Executive Escalations
Case: ********Customer Answer
Date: 07/15/2025
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. It never should have reached this level. I made every attempt to resolve it first but, the lack of training on the ** staff, pushed it to the BBB. Also, ** had no intension of offering anything for my troubles, until I asked for it and then it was minimal.
Sincerely,
**** ******Initial Complaint
Date:07/08/2025
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.
We purchased a new ** 24 cu ft Top Mount Refrigerator 2/28/25 from Home Depot. Yesterday, 7/7/25, we noticed there is water dripping from the gasket around the freezer. I immediately called the service number in the manual for **. I spoke with a lady who took my information and sent it to their service scheduling ****** she told me I would hear something within 24 hours. Today, 7/8/25, I received a text telling me that they are still looking for a service provider to repair the appliance. So I called them again and they told me there are no service providers in my area, but still working on it. I explained this is a freezer with food in it. I then asked to speak with a manager and was transferred to **** who could not help me - she told me the same story - no service person in my area. So I said you mean I can buy a ** appliance here locally with a warranty, but there is no one within ***** hours to repair it. No maam, I am sorry. We are still working on it. Keep your phone lines open. Then I called Home Depot where we purchased the appliance. Spoke with Customer Order Specialist **** who told me they dont offer service - they just sell ** appliances. He gave me the same number to ** to call that I have called twice with no success.Business Response
Date: 07/18/2025
July *******
Sent Via Email
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
****************************************************************************************
****************
RE: ***** *****/BBB Case #********
Dear Ms. ****** *****,
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customers may have experienced with their purchases from our store.
The customer was informed that ** was initially unable to locate a service provider in her area. However, ** has committed to identifying a technician within 710 business days.
Additionally,our online team processed a markdown in the amount of $849.00. The customer was advised to visit the store to complete the refund process.
Our online team advised that the customer was contacted and advised
With that being said, we are in the process of addressing our customers complaint, and we now consider this case closed.
Please know that The Home Depots goal is to satisfy all of our customers with our products and ********************. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Don't hesitate to get in touch with me if you have any questions.
Sincerely,
***** *****
Executive Escalations
Phone: **************************
Fax:************
Reference Number ********Customer Answer
Date: 07/18/2025
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.
Home depot delivered tiles to my home and left all the pallets in my driveway. I am 72 years old and could not of lift the pallets out of my driveway. The drivers were very rude and threw my delivered tiles in a hostile manner. I paid home depot extra money to have tiles placed in my home. I need to be compensated for the inconvenience and obnoxious behavior of the delivery men.Business Response
Date: 07/09/2025
July 9, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ***** ******/ BBB Case #:23569872
Dear Ms. **************** acknowledge the receipt of the BBB Case #: 23569872.
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. We have partnered with the Online Executive Escalation Team. At the conclusion of the review,the Online Executive Escalations Team processed a markdown on the order for the customer.
With that being said, ********************** considers this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
***** *.
The Home Depot
Resolution Expediter-Executive Escalations
SF Case #: ********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.
Ordered a shade for the bedroom 2 month ago on05/19/2025 Took a lot of effort to get installers and Home Depot to finally schedule an appointment and come for installation During the installation the measurements on the upper part were not correct;on 21 st of June was told that the part was ordered,Spoke to ******* and ******** the manager that told me that s merchant s fault,since then nobody called and no one picked up the phone In the meantime I got a survey that the job is finished I paid almost a $1000 for on shade and have to go through h*** and back to get it done It s unacceptable and I hope you can help Thank youBusiness Response
Date: 07/10/2025
July 10, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
*****************
RE: **** ******** / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted by upper store leadership, was provided with an order markdown, and $50.00 off for the installation. The customer accepted and is happy with the resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
********* *.
Executive Escalations
Phone: ************************
Reference Number: 38901960Initial Complaint
Date:07/08/2025
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.
On April 17, 2025, I attempted to purchase a refrigerator at The Home Depot located on ************** in ********, **. During the transaction, the stores system crashed. The employee told me the charge did not go through, and since the system was down, I was only provided with a handwritten quote not an official receipt.However, my debit card was still charged $974.05. I never received the refrigerator or any valid proof of purchase.I later disputed the charge with my bank, but the claim was denied because it was an in-person chip transaction. This left me without the product and without my money.I contacted Home Depot for assistance, but have not been provided with a resolution. I have proof of the charge, the dispute denial, and the handwritten quote from the store.I am now formally requesting an immediate refund of $974.05 or confirmation that the product will be delivered.I am happy to provide documentation as needed.Business Response
Date: 07/17/2025
July 17, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******** **********/ BBB Case No. 23568635
Dear Ms. **************** acknowledge the receipt of BBB Case No. 23568635.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and escalated the customer's concerns to our Online Executive Escalations team for prompt resolution. Our team has contacted the customer to extend sincere apologies and confirm that their refund has been successfully processed via mailed check. The customer was advised to allow 710 business days for delivery.
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.38892216Customer Answer
Date: 07/19/2025
Complaint: 23568635
I am rejecting this response because:We have not received a check via mail and it has been more than 10 days since the store called and said the check has been mailed. I contacted Faith via email and phone call and have not received a response. We need our money back as soon as possible. We have been patient and stayed optimistic until this point. Three months has been a long time please give us our money back ASAP!
Sincerely,
******** **********Business Response
Date: 07/22/2025
July 22, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******** **********/ BBB Case No. 23568635
Dear Ms. **************** acknowledge the receipt of BBB Case No. 23568635.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and escalated the customer's concerns to our Online Executive Escalations team for prompt resolution. Upon review, our team confirmed that the customer's refund was successfully processed via a mailed check on July 15, 2025. The customer has been advised to allow 1014 calendar days for delivery.
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.38892216Customer Answer
Date: 07/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I can confirm the check was received. However, Home Depot has to do better with their customer ********************** in stores. If it wasnt because of this complaint I dont think I would have received a refund because no one knew how to solve the problem. NO ONE. I will never shop at Home Depot. It took months to get this resolved thanks to BBB not them.
Sincerely,
******** **********Initial Complaint
Date:07/07/2025
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 ** tower washer/ dryer online from ********************************* 06/2025. Upon opening the packaging it was discovered that the unit was damaged glass was everywhere. We were instructed by ** to power on the unit however it does not power on. ** informed me that due to the damage Home Depot will be responsible for replacing the unit however I have been getting the run around for weeks. I spent $2548.72 and I received a damaged/defective item this is unacceptable and Home Depot is not doing anything to resolve this matter.Business Response
Date: 07/17/2025
July 17, 2025
Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************
RE: ******** ******/BBB Case No. 23567961
Dear Ms. **************** acknowledge the receipt of BBB Case No. 23567961.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and escalated the customer's concerns to our Online Executive Escalations team for prompt resolution. The team reached out to the customer to extend our sincere apologies and, as a goodwill gesture, placed a new order at no cost to the customer.
With that being said, ********************** considers this matter resolved.
If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ **************************). Please know that The Home Depots goal is to satisfy all our customers with the products and ******************** we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** *.
Executive Escalations
The Home Depot -Customer Solutions
P: ***********************
F: ************
Reference No.38892214Customer Answer
Date: 07/19/2025
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:07/07/2025
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.
We bought a ** Profile refrigerator in 2021 along with a five year protection plan through Home Depot. The insurance company that Home Depot assigned this plan to (Assurion) in not willing to send someone out to look at the issue with our ice maker. When I objected to this decision, they said my concern needed to be escalated. I was then reportedly transferred to a supervisor but instead heard music for about 15 minutes, and then got hung up on. This is the second product (lawn mower) in the last several I have had issues with Assurion regarding a protection plan.I bought this protection plan from Home Depot, which makes this Home Depots problem.Business Response
Date: 07/09/2025
July 9, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
****************
RE: ******* ********/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted, and he confirmed that he has never replaced the water filter since it was purchased. He was advised to replace the water filter first, and that it should be replaced every six months. **************** has also been contacted to schedule a service visit for the customer.
Please know that it is *********************** goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
******** *.
Executive Escalations
Phone: ************************
Reference Number: ********Initial Complaint
Date:07/07/2025
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.
On 6/9/2025, I paid Home Depot $2441.92 (see receipt #1) to install tile on my condo's small outdoor patio. They refunded a $99 delivery fee on 6/19 (see receipt #2), as I chose to pick up the materials myself.On 6/23, the installers arrived to begin the installation job. A worker began prepping the concrete surface of my patio for installation. After an hour or so, his supervisor appeared, had a look at my patio, and told me that the concrete was not suitably level or pitched for tile installation. They could not complete the job. I contacted Home Depot about the matter and spoke to a woman (********, ext 412) who apologized and assured me a full refund.I hauled the materials back to Home Depot on the morning of 6/27. The person at the counter told me I was receiving a full refund. Instead (see receipt #3), they refunded only the installation fee of $1807.00.I returned home, found my original receipt, saw that I was indeed not refunded the full amount, and called Home Depot to rectify it. This time I spoke to **** (ext 453). I told him I brought the materials, but was not refunded my money for the materials. He told me he had to find the materials before he could process a refund.He called me later that morning to tell me he had found the mortar and grout, and had issued a refund for those materials (receipt #4). But he couldn't find the tile itself, so no refund yet for that.**** called again that afternoon to let me know he had found the tile and refunded me that amount (receipt #5).******** called me twice to confirm I had received the refund receipts by email and to congratulate me on my refund. I pointed out to her that I was still not whole - $60.26 has yet to refunded to my account. Rather than going back on my credit card, it went to "Cash" (see receipt #5.)I don't know who got that $60.25 in cash. But it wasn't me. And Home Depot seems uninterested in getting it back to me. They have ceased ********** today I'm filing a complaint.Business Response
Date: 07/08/2025
July 8, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
****************
RE: **** ********/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted and offered a Home ********************** electronic gift-card for the inconvenience.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
******** *.
Executive Escalations
Phone: ************************
Reference Number: ********Customer Answer
Date: 07/10/2025
Complaint: 23565288
I am rejecting this response.
When I paid Home Depot to tile my patio, I did not offer to pay them in **** & ****** gift cards. I didn't offer to barter with them. I didn't offer to come in on weekends and sweep the floor in payment. No, Home Depot demands cash money. U.S. dollars. Hard currency. That's what they demand in payment.
Frankly, I find it insulting that Home Depot thinks they can pay me back in gift cards. I don't want a gift card. I have no need for their merchandise.
A $60+ debt remains on my credit card, and my credit card company is not going to accept my Home Depot gift card as payment. They'll want U.S. dollars. Just like Home Depot. Just like me.
I paid Home Depot in U.S. dollars. I expect them to pay me back in that same currency, not simply the currency that is most convenient for them.
Home Depot damaged my patio concrete when prepping for the install, and then wasted literally HOURS of my time making me call and write and beg to get my money back. Now they want to throw a gift card at me and call it good?
I don't need their merchandise. I'm all stocked up.
I want the cash they owe me. Just like any reasonable person would.
Sincerely,
**** ********Business Response
Date: 07/16/2025
July 16. 2025
****:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
************************************************
****************
RE: **** ********/ BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted and advised to go into his local store to receive his refund.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Please contact me should you have any additional questions or concerns.
Sincerely
******** *.
Executive Escalations
Phone: ************************
Reference Number: 38891341Customer 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:07/07/2025
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.
The orginal date of purchase was 7/3/24 but I did nit receive the vanity I ordered until a few weeks later and did not open it fully until later. When I opened it fully it had larges gashes (approximately 11)on the side and paint was missing there as well as 5 quarter size spots on the front. I immediately contacted Home Depot - because the person I hired was at my home ready to install - they didnt have another one instock and said it would be a few weeks before I could get a new one which would not work for my installer. They offered me a discount to keep it (10% off) or a 15% if I purchased a new one - which makes no sense you would think They would offer a larger discount to keep the item. They said I had a year from the purchase date to decide. I later called back and spoke to someone who offered to let me get some paint to cover up the spots where paint was missing (I couldnt make up my mind if wanted to keep although I had already paid to have it installed and this was very expensive) and I I would have to pay that expense again. At that time I was still told I had a year to decide. I got the paint but still had not made my mind up but they assured me I still had a year to decide - to either take the discount or order a new one. Fast forward to July 1st of this year when I decided to place an order for a gazebo so I asked customer ********************** for the 10% discount to be refunded and taken off the price of the gazebo - it was at that time I was told they could no longer give me my discount back - that they would rather pick up my current vanity and replace it (but they wouldnt pay for the removal or reinstallation) which makes no sense - it surely costs more to pick it up and then give me a 15% off a new one rather than giving my discount back) it would cost me more because i would have to pay to install the new one - but they refused although they all saw in the notes that I had been told I had a year - so they refused to do anything- I deserve my $$.Business Response
Date: 07/10/2025
July 10, 2025
Attn: ****** *****
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & *****************
********************
**********************
*****************RE: ***** ****** / BBB Complaint #********
Dear Kaylee,
I hope this message finds you well. We acknowledge receipt of BBB Complaint #******** regarding a vanity order (WJ58975814).
The Home Depots Online Executive Escalations Team has thoroughly reviewed the order and contacted the customer. Initially, we offered to honor the discount with a gift card. However, the customer preferred a refund. We informed the customer that the two orders we have on record have already been fully refunded, and therefore, we have no basis for issuing additional credit. The customer subsequently agreed to accept a gift card, which has since been sent.
With this resolution, The Home Depot considers the matter closed.
Please be assured that The Home Depot is dedicated to ensuring customer satisfaction with our products and services. 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#: 38889231Customer Answer
Date: 07/10/2025
Complaint: 23565064
I am rejecting this response because:
There is an order number # WJ58975814 I did accept the gift card because they would not give me a refund - so it was that and or nothing- and because of all the problems Ive had I prefer not to spend additional money with Home Depot - but I got no other resolution.
Sincerely,
***** ******Business 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 vanity order (WJ58975814).
The Home Depots Online Executive Escalations Team has thoroughly reviewed the order and contacted the customer. Initially, we offered to honor the discount with a gift card. However, the customer preferred a refund. We informed the customer that the two orders we have on record have already been fully refunded, and therefore, we have no basis for issuing additional credit. The customer subsequently agreed to accept a gift card, which has since been sent.
Since receiving the rebuttal, our Online Executive Escalations Team has looked over the case. We stand behind the decision to provide a gift card; the customer did not have any order to attach any refund to, so an e-gift card was offered for the promised discount to use on a new 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#: 38889231Initial Complaint
Date:07/07/2025
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 am writing to formally file a complaint and request a full refund to my original payment method for a recent purchase of chairs that arrived damaged. I have now contacted Home Depot four separate times to resolve this, and the situation remains *************** is a summary of the issue:The chairs arrived damaged, and I assembled them before noticing the extent of the damage.I no longer have the boxes and I am now out of the state where the items were delivered, so returning them is not feasible.I was told by one representative that I would be issued a refund and did not need to return the items due to the circumstances.However, no refund was issued. When I called again, I was told I now need to arrange for a carrier pickupeven though *** was incorrectly sent previously instead of the proper freight ********** successful pickup has occurred, despite me arranging it multiple times. At this point, I cannot assist further with a return due to my current location.I have been extremely patient and proactive in trying to resolve this. Given the damaged condition of the items, the multiple failed pickup attempts, and the inconvenience caused, I am requesting a full refund to my credit card without a return, as was previously communicated to me by a Home Depot representative.Order # WJ85069343 Reference # for calls (was told all calls are on the same reference #) ********Business Response
Date: 07/16/2025
July 16, 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 outdoor chaise lounge order (WJ85069343).
The Home Depots Online Executive Escalations Team has thoroughly reviewed the order and photos provided and contacted the customer. We processed a full refund due to the damages. We called the customer and advised the refund was applied to the ** on the 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#: 38888954Customer 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,
******* ******
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