Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Home Depot

  2455 Paces Ferry Rd SE # B # 3 Atlanta, GA 30339-1834

  
• 

  The Home Depot

  207 Kelsey Ln Ste G Tampa, FL 33619-4346

• 

  The Home Depot

  2925 Main Street SW Airdrie, AB T4B 3G5

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  The Home Depot

  1818 16 Ave NW Calgary, AB T2M 0L8

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  Home Depot

  115 E North Pointe Dr Salisbury, MD 21804-2283

The 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:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 33" counter-depth refrigerator from Home Depot ****** in *******, ** on Jun 25 clearly disclosing that delivery was to an upper-level unit accessible by stairs. No concerns were raised at purchase. On delivery day, the crew refused to bring the fridge upstairs, citing stairs, hardwood flooring, and crew sizenone of which were disclosed beforehand. The fridge was left on the main floor, unusable.I contacted multiple Home Depot ***resentatives and received a series of contradictory explanations. The delivery crew cited stairs and flooring. A messaging *** said the fridge was too heavy and blamed missing notes from the sales associate. Another *** said the issue was the staircase design. These inconsistent responses made it impossible to understand the real reason for the failed delivery. I was ***eatedly redirected, given vague or conflicting information, and left without meaningful support or follow-up.I went six days without refrigeration during hot summer weather. I had no access to fresh food, cold drinks, or basic comfort. I was forced to rely on takeout and shelf-stable items, which added unexpected expenses and inconvenience. The disruption affected my daily routine and well-being. A $100 store credit was offered but does not reflect the extent of the inconvenience or the confusing and frustrating experience I had dealing with staff.This is not an isolated incident. Similar complaints appear across ****** Reviews, Reddit, and *******, pointing to a recurring pattern of failed deliveries, poor communication, and most notably, a blanket refusal to deliver to any location involving any type of stairs, regardless of prior disclosure.Customers deserve better clarity, coordination, and accountability. I expected a basic level of reliability and transparency from a national retailerand was deeply disappointed.Fair compensation of $500 for the disruption, out-of-pocket expenses, and the loss of basic comfort in summer caused by the failed delivery.

  

  Business Response

  Date: 07/04/2025

  July 4, 2025
  
  Attn:****** *****
  Customer Experience Specialist
  **********************
  Serving *************, ****** & **********************;           
  ********************** 311
  ****************
  
  RE: ******* **** *** Or/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 Canadian team has confirmed to us that they have received complaint, and will further assist customer until a resolution is met.
  
  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: 07/04/2025

   
  Complaint: 23555969
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **** *** Or

  Customer Answer

  Date: 07/08/2025

  Reason for Rejecting the $100 E-Gift Card Offer: 
  I declined Home Depots offer because it fails to reflect the seriousness of the issue. This was not a missed deliveryit was a refusal to deliver to an upper floor, despite clear disclosure at the time of purchase that the appliance was intended for the upper level of a single-family home. 
  Worse, I received conflicting and inconsistent responses from multiple staff: The sales representative failed to record critical access details I provided, the presence of stairs, hardwood flooring, the items weight and size, the need for a 4-man crew, and the specific design of the staircase. Home Depot later deemed my home unsafe for delivery to upper floor by the standard 2-man crew; an outcome directly tied to that internal breakdown. Additionally, the delivery team did not contact me in advance to confirm or inquire about the delivery location, further compounding the issue. 
  There was no prior notice or disclaimer about delivery restrictions concerning stairs or flooring. My staircase is a standard, code-compliant residential design: 39 inches wide, 14 steps, with a mid-flight landing measuring 41" x 44". It is hardwood and not floating or spiral. The refrigerator is a 33" counter-depth modelneither compact nor oversizedyet Home Depot rejected the upper-floor delivery while stating a 4-man crew was needed, even as they maintained that a 2-man team is standard. 
  I was left without a fridge for five days during summer heat, unable to store perishable food or beverages or cook meals and was forced to rely entirely on takeout. This is more than inconvenienceit was a deprivation of essential daily living conditions. 
  I remain firm in my position that $500 is a more realistic and proportional remedy to justify the refusal of delivery and the hardship that followed. 
  
  
  

  

  Business Response

  Date: 07/09/2025

  
  July 9, 2025
  
  Attn:****** *****
  Customer Experience Specialist
  **********************
  Serving *************, ****** & **********************;           
  ***********, Suite 900 311
  ****************
  
  RE: ******* **** *** Or/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. Customers rebuttal has been sent to the agent from our Canadian team that is assisting customer with their complaint. Agent will contact customer in request to the rebuttal.
  
  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

   
  Complaint: 23555969
  I am rejecting this response because:

  Home Depot chose to close my case following my rejection of their $100 e- card goodwill offer, despite unresolved concerns that remain unaddressed

  I am writing to formally reject the closure of my case, which was done without my consent. No explanation has been provided regarding my request for clarification on how Home Depot determined that the specific design of my staircase constituted a safety hazard and led to the refusal of delivery.
  In light of this unresolved concern, I am officially requesting that my case be transferred to Home Depots corporate department for further review.
  
  Sincerely,
  ******* **** *** Or

  

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  Attn:****** *****
  Customer Experience Specialist
  **********************
  Serving *************, ****** & **********************;           
  ********************** 311
  ****************
  
  RE: ******* **** *** Or/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. We regret the inconvenience the customer experienced during the delivery process.However, we respectfully disagree with several assertions made in this complaint. Our records indicate that delivery was attempted in good faith by a standard two-person crew, consistent with our policies and industry standards for appliance delivery.The refusal to complete delivery to the upper floor was based on safety concerns related to the weight of the appliance, staircase design, and flooringall of which must meet specific criteria for a safe delivery. The determination that a four-person crew was required was made after the delivery team assessed the conditions on-site. These evaluations are made to protect both customer property and personnel, and are not taken lightly.While we understand the customer's frustration, there is no evidence of negligence or misconduct by our team. The offer of a $100 e-gift card was extended as a goodwill gesture, not an admission of fault. 
  We 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. 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: 07/15/2025

   
  Complaint: 23555969
  
  I am rejecting this response because:

  While Home Depot maintains that this delivery complied with its standard procedures and was handled in good faith, its conduct suggests otherwise: 
  Multiple inconsistent justificationsfailure by the sales team to note an upstairs delivery; citing the appliances weight; the presence of stairs; the specific staircase design; and high-value flooringundermine any claim of good-faith intent. 
  These shifting explanations appear designed to deflect responsibility rather than uphold professional standards. 
  No documented thresholds exist for weight limits, staircase specifications, or the definition of high-value flooring, and none of these criteria were disclosed at the point of sale. 
  Although an upper-floor delivery was confirmed, no pre-delivery risk assessmenteither by phone or site inspection occurred. 
  Customers reasonably assume their delivery will proceed as scheduled; imposing undisclosed restrictions only after a failed attempt is inequitable. 
  The failed delivery was not due to acts of God, such as extreme weather or traffic delays. 
  Closing the case on July 11 without my consentciting non-receipt of my two follow-up emails, directly contradicts any assertion of a sincere intent. 
  Ultimately, Home Depots final decision to shift full responsibility onto its third-party delivery crew represents a complete abdication of accountability and contradicts any claim of good faith. 
  
  

  Sincerely,
  
  ******* **** *** Or

• Initial Complaint

  Date:07/03/2025

  Type:Delivery Issues
  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.

  Stay far far away from Home Depot appliance delivery. I ordered a refrigerator on a Monday and they said it would be delivered Thursday. Wednesday I got a text that it would be delivered between 1 and ***** texts through out the day giving me status and how many deliveries were ahead of mine. The delivery time kept getting later and later. Then got a text saying I was 2 stops away. Now first they are supposed to call the day before and 30 min before delivery. I never got any calls at all. So in the mean time i cleared all the furniture unloaded all the food from my refrigerator put it the most important stuff in the few coolers i have with ice a ran to the store for.The text then said i was next and the online tracking then said arrived. But no one was there no truck nothing (now I have been waiting by my door for *************** case they got there early. Still no truck then on line it says sorry we missed you!!!!! Omg what the heck is going on!!I called the support line, ****** Was very helpful. She contacted the delivery company If a client is not at home they take a picture of the address to prove they were there. Turns out the picture was of the sky which of course is utterly unacceptable! Guess the deliver guys didnt want to deliver the refrigerator and completely lied about even trying to deliver it!!!??? Complete scum bags. So my ******* refrigerator is now being delivered Monday morning. So now a lost a whole day of vacation. Lost half my food to spoilage probably 150 dollars worth. I had other personal appointments that afternoon I had to cancel with minor financial implications. So now I have no refrigerator for the 4 th of July holiday and am out of pocket another 400 to 500 dollars. Not sure if I will go to small claims court yet but this is beyond unacceptable. Lets hope my refrigerator makes it here Monday. I will never shop at Home Depot again for the rest of my life! Absolute jerks!

  

  Business Response

  Date: 07/04/2025

  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 Home Depot has carefully reviewed and investigated this matter and offers the following response to your concerns:
  
  Our online team advised that the customer was contacted and offered compensation for $650.00,, which was accepted. Additionally, we have notified the delivery team (MDO) to ensure that the upcoming delivery scheduled for Monday is completed professionally.
  
  
  With that being said, we are in the process of addressing our customer's 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: 07/04/2025

   
  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:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ** dishwasher from Home Depot while my kitchen was under renovation. It was delivered in a sealed box that appeared perfect, with undamaged protective foam inside. However, when I finally unboxed it after renovations, I discovered the appliance itself was dented.I immediately contacted Home Depot, who refused to help and directed me to **. ** then redirected me back to Home Depot. I have now spent countless hours being passed back and forth between these two companies, with neither accepting responsibility. This is completely unacceptable.The damage clearly occurred before delivery or during shipping, as the external box and inner foam were pristine. It is unreasonable to expect customers to discover hidden damage immediately when appliances are often purchased ahead of installation during renovations.Both Home Depot and ** are failing to stand behind their products or uphold basic standards of customer **********************. I am exhausted and frustrated by this lack of accountability.I am demanding that either Home Depot or ** replace the damaged dishwasher to reflect the fact that I received a defective product through no fault of my own.

  

  Business Response

  Date: 07/09/2025

  July 9th, 2025
  
  Attn: Ms. ****** *****
  Customer Experience Specialist 
  ********************** 
  Serving *************, ****** & **********************;
  *************************************************;
  *****************
  
  RE: Alara Guler /BBB Case #********
  
  Dear Ms. **************** 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 has carefully reviewed and investigated this matter and offers the following in response to your concerns. 
  
  The Home Depot Customer Solutions Team has declined the Customer refund. Due to the fact, the delivery was completed in April and the Customer followed up in June. 
  
  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 ******************** 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, 
  ******** Robinson 
  The Home Depot - Customer Care 
  Resolutions Expediter- Executive Escalations 
  Contact: ************************
  Where Customer's Come First!
  Case#********

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  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 the sink few months ago. The sink is fine it's the soap dispenser, it works for like a week then quits working so I exchange the sink at the store and get a new one, I did this 3 times so far.. I shouldn't have to keep returning the sink and faucet just because of a soap dispenser. It all comes together sink, faucet, grates, and soap dispenser. I called didn't get anywhere, I emailed customer ********************** absolutely NO help. So I keep returning to store for refund then buy another one, cause it doesn't even last a month. Thanks

  

  Business Response

  Date: 07/09/2025

  July 9th, 2025
  
  Attn: Ms. ****** *****
  Customer Experience Specialist 
  ********************** 
  Serving *************, ****** & **********************;
  *************************************************;
  *****************
  
  RE: ****** Rock /BBB Case #********
  
  Dear Ms. **************** 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 has carefully reviewed and investigated this matter and offers the following in response to your concerns. 
  
  The Home Depot **************** team assisted the Customer with an upgraded soap dispenser. The Customer has confirmed complete satisfaction. 
  
  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 ******************** 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, 
  ******** Robinson 
  The Home Depot - Customer Care 
  Resolutions Expediter- Executive Escalations 
  Contact: ************************
  Where Customer's Come First!
  Case# ********
  
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  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 a washer and dryer from Home Depot. *** was supposed to deliver them on Saturday; my day off. The drivers arrived outside of the delivery window. There was no confirmation the night prior like promised, nor was there a call placed to let me know they were headed to me or even at my house. I was there! They left a door tag stating I had been missed and needed to call the number to reschedule. First of all what the hell!!?? I call Home Depot immediately and I was rescheduled for Monday. This time no call, no show. Call Home Depot again and once again get them rescheduled for Thursday. Thursday morning I received a call from two men from *** stating they were on their way to hook up my washer and dryer. Initially I thought oh great they're delivering my appliances. Then the men confirmed the washer and dryer were at my house already. Uuuummm excuse me ***** NO! you're supposed to be delivering them. They hung up and called me back and stated my washer and dryer were still in their warehouse and I would need to call to reschedule delivery AGAIN. Are you freaking kidding me! That brings us to today.....still no appliances....Home Depot still took my money a month ago. At this point I have no choice but to report both Home Depot and *** as fraudulent companies and file a chargeback on my cc. Unbelievable! Home Depot has been no help in getting these appliances delivered. With each call comes the oh well have to reschedule for next week or let me speak with a supervisor. This is going nowhere. At this point they have stollen 1800 dollars from me.

  

  Business Response

  Date: 07/08/2025

  July 8th, 2025
  
  Attn: Ms. ****** *****
  Customer Experience Specialist? 
  **********************? 
  Serving *************, ****** & *****************? 
  ************************************************************************************? 
  **********************;
  
  RE: ******** ******* /?BBB Case# ********
  
  Dear Ms. **************** 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 has carefully reviewed and investigated this matter and offers the following in response to your concerns.
  
  The Executive Escalations, Customer Solutions Team confirmed the Customer received a 20% markdown on her order. They advised the Customer to contact them, if there was any additional questions or concerns. 
  
  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 ******************** 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, 
  ******** Robinson 
  The Home Depot - Customer Care 
  Resolutions Expediter- Executive Escalations 
  Contact:************************  
  Where Customer's Come First!
  Case# ********
  
  

  Customer Answer

  Date: 07/08/2025

   
  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:07/03/2025

  Type:Product Issues
  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 new appliances and paid the fee to have the items taken away by Home Depot. they left the item in front of the stairs in my condo building on 7/2/2025. I have a handicap neighbor this is impacting. I called and reset another date, 7/3 for pick up- and they came, never called me, and left the item again. i called homedepot on 7/3 in hopes they could resolve the issue, as I receive fees for infractions to the *** Rules. The earliest they can now resolve the issue is on 7/8/2025 I was pushed to open the credit card with them to buy the appliances, so they ran my credit pushed me to buy 3 items so i earned additional 4th of july discounts and then now i have had to take off work 2 days to be here to get this resolved- so have had a loss of income now. i am potentially subject to fees from my ***, and my poor elderly neighbor who is handicap is now inconvenienced for 5 more days and who is to say they actually come on 7/8 to pick it up. i want the company to call me i want an apology i want to be compensated for the financial loss i want the company to take accountability instead of just letting this happen to other consumers.

  

  Business Response

  Date: 07/09/2025

  July 9,2025
  
  Attn: ****** *****
  Customer Experience Specialist
  **********************
  Serving *************, ****** & *****************
  *****************************************************************************************
  *****************
  
  RE: **** ************/ BBB Complaint# ******** 

  Dear Kaylee,

  I hope this message finds you well. We acknowledge receipt of BBB Complaint# ******** regarding an appliance order (WG92661513).

  The Home Depots Online Executive Escalations Team has conducted a thorough review of this case and engaged all relevant parties. Once we confirmed the left appliances were hauled away with the customer we discussed compensation. We were able to provide the customer with compensation and the customer is aware she needs to go into the store to get her credit released. The customer is satisfied with the resolution. With that said, The Home Depot considers this matter resolved.

  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#: 38874162 

  Customer Answer

  Date: 07/10/2025

   
  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:07/03/2025

  Type:Product Issues
  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.

  In the last twelve months, I have had three negative experiences with Home Depot. ** first two experiences involve in-store personnel and their lack of common-sense customer ********************** and a willingness to offer assistance. ** third experience involves an online purchase made on June 25th of a *********** Garage Door Opener. On July 1st, we had the Garage Door Opener installed using one of your contractors. While the installer was professional and the installation was completed promptly, the FREE ** Q ***** Garage Video Keypad was not included in the box, nor had we received it as a separate shipment. He suggested I reach out to your customer *********************************************. Unfortunately, based on previous experiences, I should have expected I was more likely to receive better service at the drive-thru of a fast-food restaurant. All I requested your Customer ********************** Representative to do was to honor the promotion by shipping the missing Video Keypad. Instead, I was given the runaround and told the only way to receive the video keypad was to return my original purchase for a refund and then repurchase it, making some reference to having to check a box online at checkout. I am not sure what part of it was installed this afternoon he did not understand the first time, but after several minutes of debating the situation, I asked to speak with a manager. His response to me was, I can send you to a manager, but they are going to tell you the same thing. In closing, my request for you to honor your online promotion is in no way unreasonable. However, after three less-than-desirable experiences in twelve months, my patience has come to an end. While my hope is we will be able to come to an amicable agreement, I certainly have no issue spending my hard-earned money elsewhere in the future.Attached, you will find a screenprint of the promotion offered online on your website, BUY any of these Garage Door Openers Receive a FREE my Q ***** Garage Video Keypad.

  

  Business Response

  Date: 07/07/2025

  July 7, 2025
  Sent Via Email
  Attn:****** *****
  Customer Experience Specialist
  **********************
  Serving *************, ****** & *****************
  *****************************************************************************************
  *****************
  Re: ******* ****** ID # ********
  Dear ****** *****,
  We acknowledge the receipt of the BBB Case ID # ********
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
  After further investigation, the free smart keypad was not added to the order. We apologized to the customer for the inconvenience. A gift card in the amount of $90.00 was sent to the customer to cover the cost of the item and for it to be picked up in store. Customer accepted gift card and received email response approving the gift card resolution.
  The Home Depot 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 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,
  ****** *.
  The Home Depot
  Executive Escalations Team Phone:
  **************************
  SF Case # ********

  Customer Answer

  Date: 07/09/2025

   
  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:07/03/2025

  Type:Product Issues
  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 pair of gaskets on 2/23/24. I was charged and they were delivered on 2/28/24. In May 2024, the order was delivered again, and I was charged a second time. Looking at my ** account, the original order still shows being processed. I took the gaskets to the ** in ********* and was given a refund and was told their IT department would correct the issue with the order. On 6/30/25, I was charged again for the original order but did not receive the items this time. I located the original order in my purchase history on my account, and it still says it is processing. I went to ** in *********, and customer ********************** called someone who said they would issue a refund. When he got off the phone he told me the other person said if it happens again I will have to dispute it with my bank from now on. Pretty much telling me they won't help me again if I get charged again. I said I did not want to do that, and he said that's my choice. So basically, ** will not help me if I get charged again and I will have to figure out myself how to get the refund. He said he's never encountered an issue on an order like this and sent the info to their IT ***** Apparently, IT didn't correct it the first time. Later I discovered on my bank account that I was only issued a partial refund, not the full amount.

  

  Business Response

  Date: 07/07/2025

  July 7, 2025
  Sent Via Email
  Attn:****** *****
  Customer Experience Specialist
  **********************
  Serving *************, ****** & *****************
  *****************************************************************************************
  *****************
  Re: ***** Edge ID # ********
  Dear ****** *****,
  We acknowledge the receipt of the BBB Case ID # ********
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.
  After further investigation, we confirmed that the refund was processed. A refund receipt was sent to the customer for their records. Customer confirmed and advised no further assistance is needed.
  The Home Depot 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 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,
  ****** *.
  The Home Depot
  Executive Escalations Team Phone:
  **************************
  SF Case # ********

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  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 July 3, 2025 I went online to ************************ to ask the online *** **** about a price match. He told me that he would price match the 4 storage bins once I ordered at regular price and then give him the order number. THE WHOLE POINT OF ORDERING ONLINE IS BECAUSE I AM A DISABLED VETERAN AND CANNOT GO TO THE STORE PHYSICALLY. Once I ordered, I gave him the order number. After I ordered , he told me only AFTER that he would refund me the difference ONLY if I go to the store and show them the receipt and I would get a refund for the difference. Why didn't he tell me this in advance before I ordered? Again, the whole point of ordering online is because I cannot go to the store. **** the *** was incompetent and told me he would refund the money back to my credit card once I ordered, but now he told me to go the store to get the refund. I told him to cancel my order only a few minutes after I ordered. I told him that I wanted a full refund and to cancel my order. He told me he cancelled my order but in order to get the refund for the cancelled order, I would have to go to the store to get the refund. I told him that I was a disabled veteran and it was hard for me to go to the store. I would like my $92.72 refund returned to my credit card without going to the store. Also, I would like to complain how INCOMPETENT and unprofessional **** was to deceive me and lie to me saying he would refund the difference once I gave him the order number but then told me to go to a physical store. My order is cancelled now but in order to get the $92.72 I would have to go to the store.

  

  Business Response

  Date: 07/09/2025

  July 9, 2025
  
  Attn: ***************************************** Specialist 
  ********************** 
  Serving *************, ****** & **********************; 
  *************************;
  ****************** 900 
  **********************; 
  
  
  RE: ***** Hasio/ BBB CASE # ********
  
  Dear Mrs. **************************** acknowledge receipt of your BBB notice dated July 3, 2025, regarding the number referenced above. 
  
  On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
  
  The Online Resolutions Team collaborated with the customer and granted a request for compensation for the inconvenience of having to go into the store to get a refund, gift card provided for $100.00.  The *** confirmed that the refund was applied.  
  
  With that being said, we consider this matter is closed, in our office.
  
  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,  
  
  ***** J Duper
  Executive Escalations   
  Phone: *********************** 
  Fax: ************  
  SF #********

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23551718
  
  I am rejecting this response because: On the phone I was told by ******** ******* on the phone that I would get my full refund $92.72 for my online purchase that I cancelled and never received. I went into the Home Depot store and ******** the manager told me that online they only refunded me $89.74. She wrote a note and an email requested I get the $3.25 refund online which I never did. I explained to ******** ******* that my refund was not full and they only refunded me $89.74 and not the full $92.72. She told me it would go back to my credit card in a few days which it never did. I emailed ******** ******* and told her I never got the $3.25. She told me to call the store. I called the store and they said they cannot give refunds from online. I was told that ************************** would give me the refund. ************************** told me the store would give me the refund in person. They just went around in circles and HomeDepot stole my $3.25 and never refunded my money.
  
  Sincerely,
  
  ***** Hasio

  

  Business Response

  Date: 07/14/2025

  July 14, 2025
  
  Attn: ***************************************** Specialist 
  ********************** 
  Serving *************, ****** & **********************; 
  *************************;
  ****************** 900 
  **********************; 
  
  
  RE: ***** Hasio/ BBB CASE # ********
  
  Dear Mrs. **************************** acknowledge receipt of your BBB notice dated July 10, 2025, regarding the number referenced above. 
  
  On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
  
  The Online Resolutions Team advised the credit was processed and will populate within 3-5 business days.
  
  With that being said, we consider this matter is closed, in our office.
  
  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,  
  
  ***** J Duper
  Executive Escalations   
  Phone: *********************** 
  Fax: ************  
  SF #********

  Customer 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 as I received  the rest of my refund.
  
  Sincerely,
  
  ***** Hasio

• Initial Complaint

  Date:07/02/2025

  Type:Sales and Advertising Issues
  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.

  07/02/25 POS transaction had a skimming device and following my purchase at Home Depot. It is immediately fraud in my account out of $953 to a cash app account. This was clearlya Home Depot skimming device

  

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  Sent Via Email
  
  Attn: ********************************** Experience Specialist
  **********************
  Serving *************, ****** & *****************
  ********************************************
  *****************
  
  RE: ****** *******/BBB Case #********
  
  Dear Ms. **************** acknowledge the receipt of the BBB Case #********.
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his purchase and experience with our company. 
  
  The Home Depot has reviewed this case and offers the following resolution, I reached out to customer via phone and email on 7/3/25 to acknowledge receipt and apologized for the inconvenience. Customer responded to my email and confirmed the Home Depot store location in ************, **. I replied and advised I will partner with the Store and District Manager to address. Store Manager **** ***** provided the update on 7/4/25 and advised customer called him back. 
  Customer used a Chime card to purchase $25 worth of merchandise at Home Depot and was notified as he was leaving $953 was taken out in a cash app account. He doesn't have a cash app account. He has an investigation in process with Cash App and Chime already and understands this did not happen at Home Depot after talking to them. It was just coincidence he was notified just after making a purchase and happened to be at our store.
  
  I called customer today, left a detailed voicemail and emailed him to provide the update. Customer replied to my email and confirmed everything has been cleared up and it was not Home Depots fault. He also stated he appreciate you reaching out and that I can closed this case. 
  
  With that being said, The Home Depot 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,
  
  Mrs. ***** *.
  The Home Depot - Store Support Center
  Executive Escalations, Customer Solutions Team
  Phone: ************************
  Fax: ************
  SF case number ********