Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
02/03/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to formally file a complaint against Home Depot regarding an unresolved refund issue related to my online purchase.On December 25, 2024, I ordered 5 units of the MILWAUKEESHOCKWAVE Impact Duty Alloy Steel S**** Driver Bit Set (74-Piece) from Home Depots website. The unit price was $19.88, with the total amount charged after tax being $108.48. Shortly after placing my order, I was notified that the order had been cancelled. However, I have yet to receive a refund for this cancelled order. The order number associated with this transaction is WG78727526.I first contacted Home Depot on January 26, 2025, when a customer ********************** representative informed me that a manager was unavailable and advised me to call back the following Monday. I then attempted to resolve the issue on February 3, 2025, via both online chat and text. During both interactions, the conversation was disconnected after my order details were reviewed. One representative even stated that I had not been charged; however, I later discovered that my gift card balance was reduced to zero, indicating that the payment had indeed been processed.Despite multiple attempts to resolve this issue, I have not received any confirmation or refund for my cancelled order. This situation has caused significant inconvenience and frustration, and I am disappointed with Home Depots lack of follow-up and resolution.I respectfully request the BBB's assistance in securing a prompt refund and ensuring that Home Depot addresses this issue appropriately. I have attached all relevant documentation, including order details and records of my communications, to support my complaint.Thank you for your time and attention to this matter. I look forward to a prompt resolution.Sincerely,
Business response
02/05/2025
February 05th, 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.

Executive Escalations, Customer Solutions Team has confirmed the Customer's refund is currently staged at ********************** Store 6603 register. Mr. *** is encouraged to go to the Store to have his refund processed. The Customer Solutions team has informed him of the update.

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 response
02/06/2025

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.
**** ******* is awesome; She solved the problem promptly.

Sincerely,

****** ***
Initial Complaint
02/03/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered an oven for a rental property. Was told the delivery drivers do not carry cell phones so I relied solely on the online tracking. Waited for hours at the unit to be delivered then at the last minute was told it would not be delivered. This is horrible business practice especially since I purchase from the company a lot due to owning apartments. There has to be a better way to communicate to customers about deliveries: people are spending a lot of money they should put customers convenience first
Business response
02/07/2025
Feb. 7, 2025

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

RE: ***** ******* / BBB complaint # ********

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

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with an oven purchased from The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. Our online support team has contacted the customer and refunded the delivery.

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,
***** ******
Executive Escalations
Reference Number: 37899552

Customer response
02/07/2025

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
01/30/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered kitchen cabinets in May of 2024. Several units were delivered broken and had to be reordered. Rather than move my order to the front of the line, I had to wait another six weeks for replacement cabinets, which also arrived broken. This pattern repeated for several months. I finally had my ********* just rebuild two units and repair others so that I could have a kitchen sink. After all the hassle, Home ****** agreed to refund $4,000 on Jan. 10, 2025. Now I cannot get anyone at the store to return my calls about when I will receive this money. I have called numerous time and left many messages, all of which have been ignored. I finally spoke to the new manager today (Jan. 30), who knew nothing about this issue. He now tells me that approval had to go "higher up", but he has no idea how long this will take. I feel I have been more than patient with this company who took what should have been a one month project and turned it into an eight month ordeal. I just want the money they promised me three weeks ago.
Business response
02/05/2025
February 5th, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
***********, Suite 900
**********************;

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

Dear Mrs. *****,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot has partnered with Store and Executive leadership to expedite this concern. The refund for the previously promised compensation has been processed back to Ms. ****** I have also partnered with the merchant to communicate the multiple concerns related to the cabinetry issues to ensure this is properly documented and investigated at the Executive Level.
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,

******* ******
The Home Depot ************** Executive Escalations Team
Case: 37871516
Customer response
02/05/2025

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
01/30/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 11, 2024, I ordered four ****** Nest Learning Smart Wi-Fi Thermostats (Order #WM78415932) from Home Depot for $554.41. One box arrived open, but I initially ignored it. On January 27, 2025, I attempted to install them and found one requiring a passcode, which was unexpected. The defective thermostat's serial number is ****************. On January 30, 2024, I contacted Home Depot customer **********************, who directed me to Google Nest Customer ********************** at **************; however, that number was not in service. Home Depot offered no further assistance. I request a refund of $125.04 plus tax or a replacement thermostat. It is Home Depot's fault that I received an unusable, outdated, and damaged product. Consequently, I will never use store delivery again. Despite further efforts, I managed to install all but one thermostat.
Business response
02/03/2025
February 3, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving ************** ****** & **********************;
*****************************************************************************************
*****************

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

Dear Mrs. ******

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

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has followed up with the customer regarding their defective merchandise. The team assisted the customer with a refund in the form of a gift card.

The Home Depot does consider this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

***** ******
The Home Depot Executive Escalations
P: *************** at extension 271051
F: ************
Case: ********
Customer response
02/03/2025

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
01/30/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I've ordered a Whirlpool refrigerator through Home Depot back in November. The first delivery resulted in the delivery person scratching the side of the refrigerator and being unable to attach the handles. I ended up with a loaner refrigerator that had no handles. The second replacement arrived with a large dent on the back. The third replacement also had a scratch and small dents on the back. The fourth replacement had stains inside the door, as if it had been used. I contacted Home depot after the last failed delivery and was told i will be contacted again within two days. The week has gone by and i called whirlpool directly and came to find out that the request for a new fridge was denied. Nobody contacted me. Just denied and im just waiting here for nothing.
Business response
01/31/2025
January 30, 2025

Sent Via Email

Attn: ****** *****
Customer Experience Specialist
**********************
Serving ******************** & **********************;
*****************************************************************************************
*****************

RE: Lyra Dilidili/BBB Complaint# ********

Dear Mrs. ******

We acknowledge the receipt of your notice on January 30, 2025, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their refrigerator delivery with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Online Executive Escalation Team. The Online Executive Escalations Team will be contacting the customer to discuss their denied delivery.

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,

******* *******
Executive Escalations
P: ***********************
F: ************
SF: # ******** / Online #
Initial Complaint
01/29/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to formally express my disappointment with how Home Depot handled my purchase on 12/1/24 and subsequent dispute. I ordered merchandise totaling $132, which was delivered to my home. Unfortunately, the package was stolen before I could retrieve it.When I reached out for assistance, I was dismayed to learn that Home Depot refused to take responsibility for the lost merchandise, leaving me with no recourse. As a long-time customer, I expected better ********************** and support. Instead, I am left out of pocket with no resolution.Due to this experience, I will no longer be shopping at Home Depot. I urge you to reconsider your policies on stolen deliveries and provide a more customer-friendly resolution process in the future. I would appreciate a response regarding any reconsideration of my case.Sincerely,
Business response
02/06/2025
February 6, 2025
Attn: ***************************************************** Specialist
Better Business Bureau
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

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

Dear Ms. *****,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address their concerns. Ms. ********* was explained our standard operation procedures, and due to us fulfilling the order we were unable to offer a refund, however, the customer was provided a gesture of good will which she accepted. No further action is needed.
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,

Sha-***** *.
The Home Depot ************** Executive Escalations Team
Case: 37863329 ELT Case #********
Customer response
02/06/2025

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
01/28/2025
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
06/16/2023 I purchased flooring from the Home Depot in *********, ** on a 24-month no interest agreement. I added to this account through 07/08/2023 completing the flooring job. This was cleared with store personnel. The entire purchase was *******. This amount was also cleared since the circular said *******. I arranged with my bank to send automatic payments of $100.00 every month being mindful the last payment would require ***** in additional funds to complete the balance. Payments have been faithful and timely. In September of 2024 I was notified that I was in arears. I tried to work with the local Home Depot and was refused any information. I finally contacted ********, the actual financial backer. When I explained the situation I was told this was recorded as a 12-month no interest account. Upon more discussion it was admitted Home Depot is often at fault for not recording the correct terms of the account. I offered to pay the balance of the ******* minus my previous payments. I was given an address in ******** to send this proposal. I did follow through with a letter. I was returned on 01/27/25 as not deliverable. I am maintaining in good faith that I owe the original balance. It is the inefficiency of others that has added additional fees. I do not feel I am responsible for additional charges over the original purchase. I stand by my offer to pay all of remaining original balance.
Business response
02/06/2025
February 6, 2025
Attn: *********************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;

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

Dear Mrs. ********************** behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot has followed up with the customer regarding their experience with their credit card promotion. I was able to connect with the financial institution to assist with applying the promotion. They were able to assist with applying the promotion to the customers account and a credit adjustment was made to remove the additional interest.

The Home Depot does consider this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

***** ******
The Home Depot Executive Escalations
P: *************** at extension 271051
F: ************
Case: 37858289

Customer response
02/06/2025

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
01/28/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The lead of the fence installation crew told me he'd had a conversation with my neighbor & that he told the neighbor they put the fence on the property line, to be smart with the neighbor, not because the fence was actually on the line. This installer also asked me how much I paid for the fence, which I did not disclose, but he said if I'd paid over a certain amount that I had definitely overpaid & been ripped off. The installer also told me a story of another fence installation they'd done where a customer ran them off his property & accused them of not knowing what they were doing. A couple weeks later I noticed a property line marker at the rear of the property that has existed on the property for years, had been moved. Upon further inspection, the fence was indeed located on the property line in that area, because of the moved marker. I called the salesperson **** and let him know. He asked me if any neighbors were complaining about the fence being on the property line, and I told him no. He said that if no neighbors were saying anything about it, then neither should I. I told him that was not the right way to think about it. The *** that came out to look at the installation said that things had been done incorrectly. He asked me how much I was charged, when I told him he just shook his head. This made me feel even more uneasy about the price I was charged. The *** said that the lady I talked to was wrong about me having to pay to have the rear portion moved, that they would get it corrected at no charge. I originally agreed to this, but later I was more uneasy about the pricing & the whole ordeal. I told Home Depot I just wanted the fence removed because of all the trouble that had been caused by the ordeal. They told me I could only be refunded $2500 out of $15,100 that I have been charged. I don't disagree that I should have to pay something, but this is just too much for practices I feel were deceitful by the installation company and the salesperson.
Business response
01/29/2025
January29, 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, Customer confirmed that he has spoken with the regional manager and that everything is taken care of. Customer states that he is happy with 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 Representative
Office:***********************
Reference Number: ********
Customer response
01/29/2025

Complaint: 22869117

I am rejecting this response because:
The matter will be resolved once correct placement of the fence is completed. This has not been started yet, but another company *** is working to ensure it will be completed timely. I am also to be contacted by this *** once correct placement is done to discuss next steps.

Sincerely,

***** ****** Sr
Business response
01/29/2025
January29, 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, spoke with *** ****** who has confirmed that his daughter is handling the agency complaint.I am more than happy to continue to speak with her, as *** ****** has confirmed that he is ok with me responding to agency. *** ****** has already informed me that regional manager has sent over settle letter to be signed to daughters email, and once that is signed, schedule will be set up to fix fencing. Customers case with ********************** will continue to stay open until the concerns are met and customer is satisfied. I am more than happy to continue communication with customers daughter if she is needing more assistance from corporate.

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 Representative
Office:***********************
Reference Number: ********
Customer response
02/04/2025

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 as long as the business follows through with what they have promised and keeps communication open.

Sincerely,

***** ****** **
Initial Complaint
01/28/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a washer and dryer over the phone from ********** Home Depot. I had model number on each and they kept asking for SKU number which I didn't have. The order person enter the wrong skew for the washer I wanted and Home Depot sent the wrong washer. The have a 48 hour return window. The ************** were at our lake home and my wife did not see the washer was wrong until after the 48 hours. Home Depot would accept return only if I took the washer back to them and paid 25% restocking charge for their mistake. I have no way to take the washer back I am an elderly person with a small hybrid car. I also saw a red light on the washer when it was running and thought something was wrong; I called home Depot and they didn't have a clue. A plumber working on a plumbing problem at my house said the red light was normal licking the lid on rinse. besides being callus and uncaring, Home Depot is also incompetent and stupid.All I wanted was for Home Dpoet to provide me the correct washer I ordered over the phone.
Business response
01/31/2025
January 31, 2025

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

RE: ******* Roswell / BBB # ********

Dear Mrs. ****** *****,

We acknowledge the receipt of Better Business Bureau Consumer Complaint # ******** and provide the following response.

On behalf of The Home Depot, we sincerely apologize for any inconvenience our customer may have experienced with their purchase.

The Home Depot has carefully investigated this matter, and contacted our customer and our store. Our store picked up the unit and we ordered the correct model. The customer was refunded and provided a discount on the second order which will be delivered next week.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

***** *.
The Home Depot | Customer Solutions
Executive Escalations
Case: 37856516

Customer response
01/31/2025

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,

******* Roswell
Initial Complaint
01/28/2025
Complaint Type:
Sales and Advertising Issues
Status:
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.
Price discrepancy or false advertisement. When you search up a particular robot vacuum on ******, search result for Home Depot shows a price of $149.00. However, as soon as you click on the direct link to take you to the direct website, the price changes by more than $100. It's changes to $274.99 . It does not matter if you choose shipping, pick up, change locations for pickup or delivery, the price is more on the website/app then it is on the ****** search. If I had not noticed the price discrepancy I would have assumed I was paying $149, when in fact I was paying $274.99.
Business response
01/29/2025

January 29, 2025

Attn: ****** *****, Customer Experience Specialist
********************** Serving *************,
****** & NE ************;
*************************************************************;
**********************;

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

Dear Mrs. ****** *****,

We acknowledge the receipt of Better Business Bureau Consumer Complaint # ******** and provide the following response.

On behalf of The Home Depot, we sincerely apologize for any inconvenience our customer may have experienced with their purchase.

The Home Depot has reviewed, carefully investigated this matter, and contacted our customer via phone call and email. We explained that the ****** link was set for a zip code in **************, ********** rather than the store she was shopping at her location in ***** where the item was not on sale. To use ****** Shopping for her local area she will need to set the proper zip code for accurate information going forward.

The Home Depot has performed due diligence and considers this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

***** *.
The Home Depot | Customer Solutions
Executive Escalations
Case: 37856517

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary