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
- 12,736 total complaints in the last 3 years.
- 3,616 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/10/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
0n 04-08-2025 I purchase 2 gallons of paint from Home Depot. I went to return an unopen and unused 1 gallon on 04-9-2025. I was told I could not return this paint by customer ********************** at ********************** at the ************ store where I purchased paint. The reason they gave me they don't take paint back. I told them at the time of purchase of the paint I was not inform of that fact an no policy for this on my receipt or at paint counter in store. They would not provide a paint return policy to me.
Business Response
Date: 04/11/2025
April 11, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
*****************************************************************************************
*********************;
RE: ***** *******/BBB CASE #********
Dear Mrs. ************
We acknowledge the receipt of your BBB notice dated March 16, 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 local Store Manager contacted the customer and issued a refund to the original form of payment for the paint.
With that being said, we consider this matter is resolved 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 customerspatronage 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: 04/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:04/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had an unresolved refrigerator delivery and haul-away issue with Home Depot that has persisted for over three months. Despite multiple attempts to escalate the matter, I have received no formal response from Home Depot.Summary of Issues:January 2, 2025: Delivery was scheduled between 711 AM. I received no delay notice due to an incorrect phone number on file. When the driver eventually arrived (alone), he refused to complete the haul-away and partially installed the refrigerator, then left abruptly while I was unhooking the water line. The refrigerator was left in my garage.I suspect the driver was under the influence of marijuana, as there was a strong odor.I had to initiate all follow-up communications and was passed between departments without resolution.The haul-away service was rescheduled six times (Jan 4, 9, 30; Mar 2, 13, 25) due to excuses ranging from weather to technical errors. The refrigerator was finally removed on March 25nearly 3 months later.Communication Failures:My contact information was never corrected, despite repeated *********** one from customer ********************** ever followed up on open tickets or concern ************** of today, I have received no reply to the formal complaints through email and phone on March 25 and April 1.Compensation:A local manager, ***** on April 1 offered $150 and a refund for the incomplete delivery items. I declined.I have spent 5+ hours trying to resolve this at my rate of $75/hr. My husband also spent 2 hours completing the work their team failed to do at his rate of $250/hr.Resolution Requested:A formal response and apology from Home Depot.A minimum compensation for time, inconvenience, and financial loss.Confirmation that the drivers conduct was investigated.Assurance of improved customer care and accountability moving forward.This experience has caused undue stress, wasted time, and a total lack of accountability. I hope the BBB can help facilitate an appropriate resolution.Business Response
Date: 04/11/2025
April 11, 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 the online resolutions team who provided the following information. The customer requested $490 in compensation. We agreed and applied the markdown. No further action 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
********* *.
Executive Escalations
Phone: ************************
Reference Number: 38275982Customer Answer
Date: 04/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:04/08/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HOW ***** GET LESS DONE with HOME DEPOT: HOME DEPOT FAILED TO FULFILL OUR ORDER AND LEFT US WITH AN UNFINISHED BACKYARD DECK. This DIY deck was supposed to be finished this weekend to be used for an event, but because of Home Depot's errors and inaction on our order, our guests will have nowhere to stand.We ordered most of our deck materials from Home Depot on April 2nd and built the frame structure. On April 6th we ordered some additional materials on Order No. WN12721934. The deck surface fasteners (6 items) were scheduled for same day delivery on April 6th but we did not receive the shipment. Home Depot apparently delivered this shipment to the wrong address. The address on the house in the delivery photo is *****, not even close to ours (9002). See attachments. We notified Home Depot customer ********************** via chat on April 6th but were told that nothing further would be done. On April 7th via chat we again pointed out the delivery error and requested a replacement shipment urgently, but customer ********************** again refused and then ignored our requests to escalate the problem for a resolution. At this point Home Depot has caused our project to fail, and withtout the missing hardware the deck cannot be completed in time. Therefore we are considering just returning all of the deck materials from Order WG85419012 and starting the project over with ****** instead.Home Depot will no doubt respond to this complaint and say that they addressed the issue and consider the matter closed. Meanwhile, we are left with a deck frame structure, the deck boards, but no fasteners to attach them to complete our project. More problems, more hassle. That's the power of the Home Depot.Business Response
Date: 04/10/2025
April 10, 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 reviewed this case and reached out to all parties involved. The Home Depot has reached out to the customer and assisted the customer with the successful delivery of his order.
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 Answer
Date: 04/10/2025
I have reached an agreement with Home Depot on 04-10-2025 to resolve all issues presented in the complaint.This complaint can now be closed. I request that the complaint NOT be published by the BBB.
-**** A *******
Initial Complaint
Date:04/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 20th, 2025, I ordered a nailer, nails, pickets, and 2x4, and I only received the pickets. I called the store immediately, and they stated they would reattempt delivery, only to get a call the next day saying delivery was canceled. On the first call, they said they would refund ****** for the inconvenience. Then i called again and spoke to ***** who stated she could only refund one 2x4 although i paid for 50. Finally, I chatted online with someone who said they had worked a deal with the store to refund me ******. Now, it is April 7th, and I have yet to receive my money. I keep getting transferred from one person to the other. ***** again answered my call today and was extremely rude. When I asked for her name, she said she didn't have to give it to me. She stated, "What is your complaint? You received a refund, so what money are you talking about?" She put me on hold without saying anything. She made me feel like i was the problem when trUly i just need my refund!Business Response
Date: 04/11/2025
April 11, 2025
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & **********************;
*****************************************************************************************
*********************;
RE: ****** ******/BBB CASE # ********
Dear Mrs. ************
We acknowledge the receipt of your BBB notice dated April 8, 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 have contacted the customer and provided a gift card for the difference.
With that being said, we consider this matter is resolved 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 customerspatronage 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: 04/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:04/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a link from a website:slickdeals to their main webpage for a mini fridge for 57$. Normally I think 180$. When this happens and it's a "regional" sale- the website changes the price. To whatever that is. Home Depot brought me to their official website, offered me the mini fridge, with my known zip code, and allowed me to add it to my cart for "57$". After going to my cart, the price changed to ******. I contacted them three times and even after the first two people hung up with me I got a supervisor who still refused to offer the price despite links and screenshots being provided.. this isn't the first time home Depot has done something like this. Generally speaking if a region has a sale price not offered across the company the website will show you the full price. ******% of the time. But home Depot was showing me the sale price and letting me add it to my cart for that price. And it changed afterwards.Business Response
Date: 04/07/2025
April 7, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
****************************************************************************************
*****************
RE: **** *****/ BBB Case # ********
Dear Kaylee,
We acknowledge the receipt of the BBB Case ******** filed by **** *****. On behalf of The Home Depot, I apologize for the experience our valued customers had purchasing a mini fridge.
Our Online Executive Escalations Team addressed this claim and reached out to all parties involved. We found the website the customer used is not our website (slickdeals), even though the link brought them to HD. We also found that only a few states offer the $57 deal after a rebate was filled out. We advised our customer of our findings. We let him know, the rebate for his area was for $50 and we shared the form. With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and ******************** that we offer. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.
Best regards,
***** F. *****
The Home Depot - Customer Solutions
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 38250121Initial Complaint
Date:04/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tried to return a item THAT WAS NEVER USED, still in original UNOPENED package !!!! I apparently had returned too many items in the past, so they declined my return, and told me to contact a Third party Vendor for resolution. I am a Home Depot PRO Member !!!!!!!!!!!!!!!!!!!!!!!!!!!why do I need to contact anyone else ?????????????? home depot here is idea, take care of your customers !!!!!!!!!!!!!!!!!!!!!!!!!! my wife tried to used a gift card/store credit and she had to show her ID and had NOTHING but hassles. Also YOU NEVER HAVE ANYTHING IT STOCK !Business Response
Date: 04/07/2025
April 7, 2025
Attn: ****** *****
Customer Experience Specialist
**********************
******************************************************************
Atlanta, GA 30303
RE: **** *****/ BBB Complaint #********
Dear Kaylee,
We acknowledge the receipt of the BBB Complaint ******** filed by **** *****. On behalf of The Home Depot, I apologize for the experience our valued customers had shopping and returning at **********************.
I have reached out to the customer twice via phone and email to advise of our return policies, to review the return denial, to advise benefits of using a Home Depot credit card to extend 90-day return items to 365 days, to explain the associate with customers with gift cards and store credits, and lastly to see what products he was not able to find in stock. He emailed he wished not to hear from us, after trying to use our phone tree and AI. With that said, The Home Depot has addressed our customers complaint and considers this matter resolved.
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 if you have any questions.
Best regards,
***** F. *****
The Home Depot -Customer Solutions
Resolution Expeditor- Executive Escalations
P: *********************
F: ************
SF#: 38245874Initial Complaint
Date:04/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On the home depot web site, item R86212kSB is/was advertised for 189 for the spring black friday on 4/3/2025 and on 4/4/2025 it is 249. Add price shows till 4/16/2025. Customer sevrice will not honor advertised price. I have a screen shot of this item with the advertised price. Just not sure why they will not honor advertised price.Business Response
Date: 04/07/2025
April 7th 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 Home Depot Customer Solutions Team confirmed they provided the Customer a discount for the item's price difference. And the Customer successfully placed a new order.
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:04/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order was placed on March 17, 2025 with delivery by March 29, 2025 for a large log splitter. Merchant failed to deliver by March 29. Delivery was rescheduled for April 1. **************** failed to deliver on April 1, and provided false information regarding their attempt. **************** stated that delivery was rescheduled for April 3, but again failed to attempt a delivery. Home Depot representatives have given conflicting information regarding delivery, including that the item was never on a truck for delivery. I have asked for the order to be canceled since no one can provide a guarantee that it will be delivered. After multiple phone calls, Home Depot representatives have been unable to cancel the order and provide a full refund. Further, I have never been contacted by the freight delivery company for any scheduling.Business Response
Date: 04/08/2025
April 8, 2025
Attn: *********************************************** Specialist
**********************
Serving *************, ****** & **********************;
*************************;
****************** 900
**********************;
RE: ***** ******/ BBB Complaint # ********
Dear Mrs. ********************** behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot has reached out to the customer and assisted the customer with the successful delivery of his order.
The Home Depot does consider this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
***** Beriau
The Home Depot Executive Escalations
P: *************** at extension 271051
F: ************
Case: 3824529Initial Complaint
Date:04/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a carport on March 10, 2025. Order #WM99813625. Delivered on March 18, 2025 via *** Ex truck. Home Depot Pro Contractor came to our home on March 26, 2025 to construct the carport. After completing the frame, contractor opened the metal roof boxes and all panels were damaged. I had to pay the contractor $300.00 for his work with an agreement he would come back and finish after roof panels were replaced. Contacted Home Depot same day, 3/26/25 and spoke to an agent (****), he advised I could call the manufacturer since the carport had a warranty and request roof panel replacements. He gave me a phone of ************ which was unsuccessful. I then called Home Depot again on 3/27/25 @ 8:0am CST and had my complaint escalated to a Mgr. (*******) She told me she was unable to find the vendor/manufacturer contact information, however promised she would get back with me in 2 business days. No communication. I called Home Depot again and spoke with another agent and explained again the problem which is I just wanted to get the roof panels replaced. The agent than opened a case #******** and promised she escalated and I would have a return communication within 3 days. I called again today, 4/4/25 and spoke to ***** who also told me he could find no information on the manufacturer. He offered a return pick up, however I refuse to pay more money to take the frame down, I'm already out $300.00 when all I ask for is a replacement. Home Depot website on the product is deceptive. It list a warranty, however no warranty information, no contact information. SKU#**********, Boosicavelly 12ft x 20 ft D x 9 ft High. The brand goes under the name of *********************** which is a CA based company with no information. Home Depot had deceived their buyers with this brand and web page information. I demand a full refund and the $300.00 I'm out of pocket, OR a home depot credit enough to purchase the metal roofing I need from their store.Business Response
Date: 04/11/2025
April 11, 2025
Sent Via Email
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
*****************************************************************************************
*****************
Re: **** **** Case 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.
We received confirmation the item was returned, and customer has been refunded. We also offered a HD gift card as a courtesy for the inconvenience.
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 customerspatronage 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: 04/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ****Initial Complaint
Date:04/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
You guys make it very difficult to cancel an order I need to cancel this please WJ79573548Business Response
Date: 04/08/2025
April 8th, 2025
Attn: ****** *****, Trade Practice Specialist
Better Business Bureau Serving *************,
****** & ** ************;
*************************************************************;
**********************;
******* ********/BBB Case ********
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 regarding his Online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
We spoke with ******* over the phone and cancelled his order at his request. We let him know the full amount of $321.05 will go back to the original form of payment in 3-5 business days. The customer was satisfied with the resolution, we are closing the case.
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#********
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