Business Profile

Building Materials

The Home Depot

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

12,156 total complaints in the last 3 years.
3,504 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/30/2025
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.
Purchased a very small GE air conditioner. My window is extra extra small and I have another one of these air conditioners in the living room. This air conditioner did not work from the start. ** said they were having problems that's probably why Home Depot put it up on clearance. The air conditioner would not turn on. I could not return it because it was a clearance item Home Depot will not allow me to swap it out either for another brand. I asked for my money back because only this particular brand and size fits in my window. Please help me get my money back from home depot. I paid 179
Business Response
Date: 07/07/2025
July 7, 2025,

Attn: ****** ****** Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving ************** ****** & **********************;
*************************;
************ Suite 900
*****************

RE: ***** ********/BBB Case #********
Dear Ms. ******

We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase.
We contacted the customer and apologized for any inconvenience caused. We made multiple attempts to connect by phone and email on 6/30/2025, 7/2/2025, and 7/3/2025.
In our communications, we kindly asked the customer to confirm whether the air conditioner was purchased in-store or online and to provide a copy of the receipt or order number to help us move forward. At this time, we have not yet received the requested information.
As soon as we receive these details, well be more than happy to assist further and work toward a 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.

Sincerely,

****** J.
Home Depot-Customer Care
Executive Escalations
SF Case #********
Customer Answer
Date: 07/07/2025

Complaint: 23535559

I am rejecting this response because: absolutely preposterous. I have answered seven emails seven emails and no one has gotten back to me. Furthermore this was an in-store purchase and at this point just exchange the tiny air conditioner and I will be happy. The customer ********************** agent for Home Depot dropped the ball on this one. I have screenshotted the emails from Home Depot and all my responses if the Better Business Bureau would like to see that.

Sincerely,

***** ********
Business Response
Date: 07/09/2025
July 9, 2025,

Attn: ****** ****** Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving ************** ****** & **********************;
*************************;
************ Suite 900
*****************

RE: ***** ********/BBB Case #********
Dear Ms. ******

We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase.
We have been in communication with the customer and are currently awaiting a photo of the air conditioner, as it was not attached to the original BBB complaint.Once we receive the photo, we will promptly begin working toward a 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.
Sincerely,

****** J.
Home Depot-Customer Care
Executive Escalations
SF Case #********
Customer Answer
Date: 07/10/2025

Complaint: 23535559

I am rejecting this response because: I am receiving mixed messages this is not the person who is contacting me. The person that's contacting me agreed that I would send her the model in the serial number and she would look into taking care of my issue either by replacing or sending me another air conditioner it sounded like. I have sent the make and model number to the woman assisting me. Why is this woman also involved?

Sincerely,

***** ********
Business Response
Date: 07/10/2025
July 10, 2025,

Attn: ****** *****, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
*****************

RE: ***** ********/BBB Case #********
Dear *** *****,
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, we sincerely apologize for any inconvenience our valued customer may have experienced with their recent purchase.
As a customer ********************** gesture, we provided the customer with a Home ********************** gift card to use toward a replacement air conditioner. The customer has received an email regarding the resolution provided. At this time, 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. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.
Sincerely,

****** J.
Home Depot-Customer Care
Executive Escalations
SF Case #********
Initial Complaint
Date:06/29/2025
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.
Hello my name is ****** ***** I am contacting you all for a rental I picked up today on saturday June 29, 2025. I have 2 issues with the rental the first is the rental had gas leaking from it when we got it the morning *** and another customer notice it as well. the second issue is when we returned the rental(Different **** we were told we would be charged a 75 dollar cleaning fee even though we cleaned it. So we told the customer *** we would take it and clean it again via pressure washing as we still had until the morning to drop it off at 9 am june 30th. the customer *** told us she checked the rental in(When She wasn't suppose to) and we couldn't take it to clean again. and that we will be charged the full 75 dollars even if we clean it again. I am asking that the entire account be closed out. Not a refund or anything but for the account with this rental to be closed out
Business Response
Date: 07/08/2025
July 8, 2025

Attn: ***************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

RE: ****** *****/ BBB CASE # ********

Dear Mrs. **************************** acknowledge receipt of your BBB notice dated June 30, 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 customer received multiple email and phone contact from the local Store Manager and our offices as well, to no avail.

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 #********
Initial Complaint
Date:06/29/2025
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.
On June 24th, 2025 I placed a large order with Home Depot online for 3 Window AC units & a couple of small Items (Order #WJ86571628 for $1,359.45). Item:8,000 BTU 115-Volt U Plus Shaped Smart Inverter Window Air Conditioner Wi-Fi, for up to 350 sq. ft. Energy Star SKU #********** On June 29th 2 AC Units were delivered, one which was obviously damaged. I contacted Home Depot Customer ********************** to report the damage, arrange for its return, & have a replacement unit shipped out. They told me that they would not ship me a replacement unit. What they said they did is arrange for *** to pick up the damaged item (no email comfirmation or shipping label recieved) the next day & that no refund would be issued until they recieved the damaged item (shipping 5-7 days) & then to refund my Home Depot Credit Card another 5 to 10 ******** could either reorder the item online or purchase another unit in the store if they had it. They also told me that optionally I could return the item to the store. Oh...or I could file a warranty claim with the manufactuer who I did not place the order with & who did not ship the item.I'm 70 years old & disabled - this is why I placed an online order. I cant lift this box & if I could I doubt that it would fit in my car.This is completely unsatisfactory. I ordered these units because I needed them. Once I reported the damage with no delay they should have sent out an order for a replacement while they were waiting for *** to get the damaged item back to them. These items combined were also all purchased under a 12 months no interest plan due to the dollar amount spent. So now I will have to wait at least 2-3 weeks to get a refund for a damaged item & then when (if) I replace it through Home Depot that item alone will not qualify for a no intrest payment option.This is the absolute worst customer ********************** I've ever had from ANY retailer. A complete lack of taking any ****************** to take care of a customer that just spent a lot of money.
Business Response
Date: 07/07/2025
July 7, 2025

Sent Via Email
Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************

RE: **** ******/ BBB Case #:23535120

Dear Ms. **************** acknowledge the receipt of the BBB Case #: 23535120.

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 marked down the order and refunded $183.75 back to 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 #: ********
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:06/29/2025
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.
Placed this order on June 21st with a delivery date of 6/24.I contacted customer ********************** via chat and spoke with **** because the order was not coming until 6/25. He advised after I received the order I could contact back for a discount of up to 15%. 6/25 I was home and watched the federal express driver pull into my driveway then leave and not leave the packages. I contacted ***** customer ********************** and was told that the driver would come back, I explained what happened but was instructed he would return. I contacted Home depot customer ********************** that afternoon to explain what happened, the agent then called ***** and was told that the driver would come back. I said he's not coming back but the home depot representative told me there was nothing he could do until it got delivered. That evening after it wasn't delivered I contacted ***** again and was assured it would be delivered the following day - it wasn't - I called 5 different times 6/26 to ***** and each time was told a different story. The package was delivered 6/27. I contacted Home depot customer ********************** and was told all that I could get was 15%. I asked for a manager and was told they wouldn't tell me anything different. 6/29 I am putting together the 6 drawer dresser and parts are chipped and I am missing 2 drawer fronts. I called ********* cust ********************** again got *******, ID 4782 he told me there's nothing I can do except return it, it's all put together so it can't be.I asked for a manager and he said they aren't trained on stuff like this and he doesn't have the capabilities to transfer calls, he told me to go to a store and they would help. I called back and spoke with ******** who gave me another number and advised I had to call them to get my replacement parts.These pieces are for my daughter at college, since they weren't delivered on time I have to make another 2 hour trip to take these to her, take off work again and now wait for replacement parts!!! I want a full refund and my replacement parts
Business Response
Date: 07/03/2025
July 3, 2025,

Attn: ****** ****** Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving ************** ****** & **********************;
*************************;
************ Suite 900
**********************;

RE: ***** ******/BBB Case #********
Dear Ms. ******

We acknowledge the receipt of the *************** Consumer Complaint #********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with our company.

The Home Depot has thoroughly reviewed all details related to this matter. Our Online Executive Escalations Team reached out to the customer to extend our sincere apologies for the inconvenience experienced. A replacement order was processed, and the customer was provided with a discount and a Home Depot gift card. An email with the new order details was sent to the customer.
At this time, ********************** considers this matter resolved and closed.
The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Sincerely,

****** *.
Home Depot-Customer Care
Executive Escalations
SF Case #********

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:06/29/2025
Type:Order 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.
My wife and I decided to apply for a Home Depot credit card to take advantage of the 6-month no interest if paid in full promotion. We were not approved for the initial card, but the Home Depot employee told us we were eligible for another financing option, and reassured us multiple times that we would still receive the 6-month no interest deal under that plan.Trusting this information, my wife applied for and was approved for the second card, which was issued through **************. We made a $3,000 purchase and have since paid $500 toward the balance, intending to pay off the full amount within six months. However, after the first billing cycle, we were charged approximately $110 in interest, despite paying according to plan.Only after this charge did we learn that the ************** card does not offer deferred interest, and that interest begins accruing immediately something that was never disclosed to us at the time of the application.We never would have agreed to this financing had we known the terms were different from what we were promised. This has caused unnecessary financial strain and feels like a clear case of misrepresentation, even if it was **************** not sure if this falls on Home Depot or **************, but the false verbal assurance came directly from a Home Depot employee. I am simply asking that the original agreement we were told we were getting 6-months no interest if paid in full be honored. We would like the interest already charged to be waived and the proper terms applied going forward.?Desired Resolution:Waive the interest already charged.Apply the 6-month deferred interest terms as originally promised.
Business Response
Date: 06/30/2025
June 30, 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. Upon review, the customer was contacted by upper store leadership and offered $500 off to cover the interest payments they will be accruing in the next six months. ************** is not able to do the deferred interest on their credit cards, and we are issuing Mr. ******** a $500.00 customer ********************** to cover the interest payments.

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: ********
Initial Complaint
Date:06/29/2025
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.
Management is not good. Head employers are not good. There were a frighting woman that ran in the store to hide from her husband or whomever it was, we tried to help and tried to contact management but they didn't come. Employees tricking people into getting credit cards even if they don't want them. Employees setting up thief in store and then will fire anyone who saw it or will tell. Not enough cashiers, the store doesn't not care about anyone
Business Response
Date: 07/02/2025
July 2, 2025

Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
****************** 900 311
*****************

RE: ******* ******* /BBB Complaint # ********

Dear Ms. ****** *****,

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, we have made several attempts to contact our customer unsuccessfully and are closing this case. However, if our customer contacts us back, we are happy to assist.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them at ************************* or upper store leadership. We are in the process of addressing 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.

Sincerely,

********* *.
Executive Escalations
Phone: ************************
Reference Number: 38839108
Initial Complaint
Date:06/29/2025
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 Whirlpool dishwasher and professional installation from Home Depot on 4/8/25 (order WG85947818). Delivery and instillation occurred 4/12/25; however, the dishwasher was not properly installed; the unit was not leveled or centered, and the front of the unit was still covered in plastic. Before departing, the installers began to remove the plastic but stopped and pulled the plastic back down over the unit. Later I tried to remove the plastic and found that the handle was installed over the plastic. At the time I did not have the right tools to remove the handle. Once I had the tools and removed the handle and plastic, the damage to the unit was apparent (dented on bottom left and damage to the hinge, door, tub and seal). It is clear that the installers either damaged the unit, or knowingly installed a damaged unit, and covered the damage up. I then contacted Home Depot to report the damage and get the unit repaired or replaced. Over the past 6 weeks I have contacted Home Depot 10 times and spent over 4 hours on the phone, 2 hours texting, 8 hours preparing written communication, and taken 15 hours off work for service visits. During this time, Home Depot has redirected and misdirected and has not provided any reasonable resolution. I have been told several times that Home Depot will make this right, yet the company continues to deflect, make me jump through hoops and provide contradictory information. Central to this issue is that I did not report the damage to the dishwasher within 48 hours. However, the incomplete installation purchased from Home Depot made it impossible to see the damage within that timeframe. I have filed two separate types of claims that I was told would address the problem, yet HD representatives knew those claims would be denied and Id end up right back where I started. HD's website states that they have a 1-year warranty on installation and that HD "stands behind all installation work. This has not been the case.
Business Response
Date: 07/10/2025
July 10, 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. Upon review, the online resolutions team has been in communication with the customer with a path to resolution. The customers case will remain open until the issue is resolved.

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: 38839109
Initial Complaint
Date:06/29/2025
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 purchased custom blinds from Home Depot online on June 9, 2025. The order number is WJ85407682. I received them June 24 and we unboxed them to install on June 27. The order was $615.95. When the blinds were unboxed one was clearly damaged. The plastic bar was cracked. So we installed the other one at that time. The other one has an issue with the privacy liner. When it was made the liner doesnt lay flat so the blinds dont lay flat. They pucker at the bottom. So my expectation of the product has not been met so I called customer ********************** on June 27 to be presented with this: they wont return them since they are custom. I can re order new ones and have to lay out another $600 or so out. Then wait for them to come and then receive a refund. I objected to that. Then I was presented with I could receive an e gift card to purchase the new ones but when I asked if the pricing would still be the same. They couldnt promise that. And I would then again have to wait for a refund. So I was u understandably irate and was not being treated fairly. I worked retail my whole life and customer ********************** is the epitome of a good business. Especially in this day and age where big box retailers are closing every single day. So I requested to speak to a store manager and I was told that I could expect a phone call in 7-10 days. I mean are u serious. That is the most ridiculous thing I have ever heard. Meanwhile all they needed to do was issue a call tag for these blinds to be returned. Keep my money and send me new ones. Again customer ********************** was very unhelpful and could care less about solving my issue. I agreed to wait for phone call and then put in a dispute with my credit card company until this gets resolved in a way that Im comfortable with. I just think someone needs to step up from Home Depot and fix this issue.
Business Response
Date: 07/07/2025
July 7, 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** *************
**************************************************************
***********************
******* **********/BBB Case 23534125

Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 23534125

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their order.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.

07/07/2025
No further actions needed; closing case.
******* confirmed she received eGiftcard.
07/06/2025
We will allow 24hrs before closing case.
Customer did not receive gift card; we escalated release of gift card. Emailed customer to provide an update.
07/05/2025
We will allow 24hrs before closing case.
We issued an eGiftcard valued at $650.00 so that customer may repurchase the blinds online. Confirmation # OCN92460372.
Ms. ********** provided screenshot of updated price in cart ($642.80) for replacement custom blinds.
We called Ms. *********** customer requested assistance reordering custom blinds without paying more than initially paid. Customer will build cart and send us a screenshot via email of the cart total after taxes, and we will issue an eGiftcard for the value of the order. Customer had no other concerns and will get back to us before end of day today.

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.

***** Mitchell
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
SF# ********

Customer Answer
Date: 07/07/2025

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:06/29/2025
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.
I ordered a small window A/C unit from Home Depot. I was to be delivered on 6/23 and it was not. I called them at 9PM on the 23rd and was put on hold by a customer ********************** person who never came back on the line. I had to hang up after 15 minutes and called back and started the process all over again. This time, the customer ********************** ***** immediately told me it would be delivered on 6/24. I told her of the first call I made and she said the first ***** should not have dropped the call and apologized. Well, it was not delivered on the 6/24 or 6/25. I called them again and after being put on hold, the customer ********************** ***** told me they need to investigate and I would get an update within ***** hours. Of course, they provided no update. I called two more times over the next several days and was told both times they are investigating and would provide an update with ***** hours and I would be getting a phone and email with a case number. Neither happened. Two weeks after placing the order, I still have not received it and have no idea whats going on. All Im told is they are investigating. Whats next, bringing in the *** to investigate?This is unacceptable. If the item was lost, they should have been honest and up front about it so I could get a solution to my issue sooner. Instead, they lie and string you along. The order # is WJ85967927.I now need another solution. Also, I want a FULL REFUND and the A/C unit too when it's found.
Business Response
Date: 07/03/2025
July 3, 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
******* *********/BBB Case 23533711

Dear Ms. *************** acknowledge the receipt of the Better Business Bureau Consumer Complaint 23533711

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their order.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.

We sent the customer a $200 Home ********************** e-gift card as a good will gesture. The confirmation number of the gift card is OCN92078772. We provided the customer with our direct contact information. We are closing the case.
We spoke with ******* over the phone and apologized for the delays and frustration he has experienced in getting his AC unit delivered. We let the customer know that his unit is considered lost in transit. We refunded the customer's order in the amount of $237.89.

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.

***** Mitchell
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
SF# ********

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:06/28/2025
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.
Purchased door on website. I received in May but project for which it was ordered was cancelled.Door was not removed from packaging. It was resealed and returned via *** according to Home Depot authorization. *** reported delivery to Home Depot designated address on June 9th.I have inquired for refund 3 times on line and am told it is in processing, which takes two ******** I am well past two weeks, I would like refund or, at a minimum a realistic timeline for resolution.
Business Response
Date: 07/03/2025
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 in response to your concerns: Our online team advised that the customer was provided with a copy of the refund receipt and confirmed that the issue delaying their refund was resolved. A $342.20 credit will appear on their payment method within 35 business days.

That said,Home Depot has addressed our customers complaint, so 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: 07/07/2025

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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