Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Business wont honor it's policy and no reasonable justifiable given

  

  Business response

  01/21/2025

  January 21st, 2025
  Attn: ***************************************************** Specialist  
  Better Business Bureau  
  Serving *************, ****** & **********************;  
  *************************; 
  ***********, Suite 900  
  **********************; 
  
  RE: Prince ***** /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 reviewed this case and contacted Mr. ***** to gather the necessary details to provide support. Mr. ***** reached out to our online support team to inquire about price matching a specific product. Upon reviewing the information, it was determined that ******** operates as a wholesaler or discount retailer, which is not eligible for our price match. This policy is outlined on our website under the Whats Not Included section of our Guaranteed Low Price Policy.
  
  While the policy was followed, we understand the importance of clearly communicating the reason for the decision. As a gesture of goodwill, we offered a customer ********************** accommodation to address the inconvenience and frustration Mr. ***** experienced.
  
  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: 37813989 

  Customer response

  01/21/2025

   
  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,
  
  Prince *****

• Initial Complaint

  01/19/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 2025-01-01 I purchased a water drop filter G3P600 RO system with a remineralization filter, The main filter body was delivered on 2025-01-07 yet the remineralization filter was supposed to be delivered on 2025-01-09. The problem is I had 3 packages on the *** truck on that Thursday and 2 were delivered and that one wasn't this is the first inkling of my package being lost in the *** network. And then I live in ** and we had weather on the 10th and everyone loses their minds when a little Snow and Ice comes into town. *** didn't deliver on the 10th or the 11th. And from their they kept lying about my package (1Z8W16A80335765653) being delivered each and every day yesterday on 2025-01-18 I called Home Depot twice the first time I explained "Hey this is lost and it's a $30 Item (**************************************************************************************************************************************************************) please just ship me a new one and let's call it good. They refused and ended up getting *** on the line and then the HD agent dropped the call without telling me. I had to go back and forth with *** explaining that they lost my package and *** wouldn't even open up the tracking details and kept reading the heading, finally I got them to open the details and you clearly see my package is ending up in ****** and ********* but never leaving **. They said "Oh yeah we lost it" and I get sent to claims and have to redo this entire mess again. They finally give me a claim number of C-0284647558 and I call back into Home Depot and once again explain this and the agent ***** tells me there is nothing he can do and I must wait till2025-01-24 before HD will do again. Home Depot just ship me the water filter I PAID for please and let me get on with my life.

  

  Business response

  01/22/2025

  January 21, 2025
  
  Attn: ****** *****
  Customer Experience Specialist 
  ********************** 
  Serving *************, ****** & **********************;            
  ****************** 900 311
  *****************
   
  RE: ****** ******** / BBB Complaint # ********
  
  On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
  
  The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer and assisted with a replacement order. New order CM95561311. The customer order will be monitored to ensure that it is delivered correctly.
  
  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: 37800902
  
  

  Customer response

  01/22/2025

   
  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. ***** was an absolute joy to work with and Home Depot went above and beyond here!
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered a new dishwasher, had to wait 2 weeks to have a delivery scheduled, were told it would arrive between 3 PM - 7 PM on the day of delivery. At 6 PM they called and said they couldn't deliver it and that they can't reschedule until 3 days later, and that they can't tell us what time it will arrive that day. They do not care one bit that we both work sporadic schedules and can't just take ANOTHER entire day off work to wait for a dishwasher. The employees speaking to us on the phone are amongst the most unprofessional, rude, and untrained people we've ever had the misfortune of having to work with.

  

  Business response

  01/22/2025

  
  January 22, 2025             
  
  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 executive escalation team has reported that Ms. ******* was contacted, and an apology was extended regarding her appliance rescheduling issue. She was informed that the delivery is set to occur between 7 and 11 AM. Ms. ******* confirmed her delivery and was offered a $150.00 gift card, which she accepted.
  
  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 response

  01/23/2025

   
  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

  01/18/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order for vinyl flooring which was supposed to be delivered on Friday January 17th. the order was not delivered so I reached out to customer ********************** explaining so. customer ********************** told me they will cancel this order and they set up another other to be delivered for Tuesday. I am 8 months pregnant so I hired construction crew from Tuesday to be there to accept the delivery. to my huge surprise this morning I get a notification saying my delivery has been delivered today. I go to my place nothing is there and the picture shows a restaurant outside closed. the driver did not call or confirm with me and faked a signature. I see nothing outside and I have cameras on my section that show no one came to me. this is unacceptable and I am requesting a refund.

  

  Business response

  01/20/2025

  
  January 20, 2025
  
  Attn: ****** *****  
  Customer Experience Specialist
  **********************
  Serving ************** ****** & **********************;
  *****************************************************************************************
  *****************
  
  RE: A B/ 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. Home Depot has connected with the customer and apologized for their experience with their order. Their refund was provided.
  
  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 27105
  F: ************
  Case: ********

  Customer response

  01/20/2025

   
  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,
  
  A B

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a $1300 dishwasher from Home Depot. Now the whole house smells of sewer. They finally sent someone out and he didnt do anything. I pulled up the issue per AI, and it says this is a common problem with a poor installation crimping the drain hose. The man who was out here would not even pull the unit out to check. He obviously didnt know anything about it and said to call the Manufacturer. They said it was Home Depot is reasonable. I need this horrible smell to leave my house. We called Home Depot and they said they cant even find our order, even though THEY sent this guy out today???

  

  Business response

  01/17/2025

  January 17, 2025
  
  Sent Via Email
  
  Attn: ****** *****
  Customer Experience Specialist
  **********************
  Serving ******************** & **********************;
  *****************************************************************************************
  *****************
  
  
  RE: ******* ***** /BBB Complaint# ********
  
  
  Dear Mrs. ******
  
  We acknowledge the receipt of your notice on January 16, 2025, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their dishwasher installation 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 return request.
  
  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

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/25/2024 I contacted Home Depot Credit Services, about theft of some items that was delivered. On 01/14/2025 I received a letter on thier decision, they denied me based on tracking information. The letter also states to dispute I need to submit information no later than 1/12/2025. Even tho it was recieved on the 14th. This is an obvious tactic used by this credit service. On 11/30/2025 at 3.07 pm, a police report was file. In this report it clearly states someone observed two men with a white truck taking items that was in the front walkway. The delivery person did not place items on front porch as instructed.

  

  Business response

  01/20/2025

  January 20th, 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 provided the Customer a refund as Fulfillment failure. The Customer has been notified. 
  
  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

  01/20/2025

   
  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

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried ordering an air compressor from HomeDepot several times last year. I made an order late summer and it was cancelled with no notification a month or so later. I continued to try and order it again in September. Again the money was returned to my bank account with no notification. I October I notified the refund. I then went to the store and was informed that the order was canceled again. I attempted to reorder the compressor through the store in **********, *********. The informed me that that air compressor was not available at that time. So I started ordering new parts to build the air compressor that I needed. Once I received the majority of my parts from some other company, HomeDepot pull money out of my bank account again with out my permission. This was discovered a week later when I could not use my debit card. I at that time had bounced checks and non-sufficient funds charges with a negative balance of over $4,000.00. I called HomeDepot online department they were not able to help me until I refused shipment. Once shipment was refused I called the online department back now there story changed. I had to wait until the air compressor was back in there warehouse. I have been wait since the end of October for my refund of over $5,000.00 for the air compressor. I also feel that HomeDepot should be responsible for my losses, because they never communicated with me what was going on. I had to have a air compressor and I could no longer wait for HomeDepot to be able to get one from the factory, so I started ordering the parts in late October from different suppliers to build my air compressor.

  

  Business response

  01/15/2025

  January 15, 2025
  
  Sent Via Email
  
  Attn: ****** *****
  Customer Experience Specialist
  **********************
  Serving ******************** & **********************;
  *****************************************************************************************
  *****************
  
  
  RE: ****** ***** /BBB Complaint# ********
  
  
  Dear Mrs. ******
  
  We acknowledge the receipt of your notice on January 15, 2025, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their return request 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 return request.
  
  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

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/05/24 I visited The Home Depot and paid $500.00 on my charge account. The form of payment was a company Check drawn on *************, ********************. From The ********* USA Repair Funded Reserve Account, A Home warranty company. The customer ********************** person had me endorse the check, provide identifications and my Home Depot account number. She then ran the check and my account info through their electronic system which then issued me a receipt and a void on the $500.00 check as payment to Home Depot.I then received a statement from Home Depot showing that indeed on November a payment of $500 was credited to my account / Then on the next line it shows that the payment was reversed? on the same statement it shows I was also assessed a late fee of $29.00.After many phone calls as well as an additional payment from me has failed to resolve the issue of where is the 500.$I was told by the Home Depot ****************** (*********) that I needed to contact the Home Depot Store because the $500 payment from Home Serve had probably been returned to the ********, I returned to the Home Depot store and talked to the Manager, who told me that was impossible, but they would take an additional payment from me?Further phone calls to Home Depot have proven fruitless. In fact in my most recent contact to Home Depot Billing (*********) told me the check from Home Serve was either Fraudulent or the Signature was Fraudulent.

  

  Business response

  01/16/2025

  January 16, 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 regarding their credit account.
  
  ********************** has carefully reviewed all information pertaining to the matter. We have forwarded the customers concerns to ******** (************), which is the financial organization managing all Home Depot credit accounts. At the conclusion of the review and investigation by ********* **** ******** will receive a response directly from them within 15 business days.
  
  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, 
  
  ****** *.
  Home Depot-Customer Care 
  Executive Escalations 
  Phone: ***********************
  Fax: ************
  SF Case #********

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Hampton Bay fan (Home Depot exclusive product) which theoretically comes with a limited lifetime warranty; however, there is no way to register the product. *** has no online link to do so and the warranty card that is included in the package has no address to send it to. It is incredibly easy to find others reporting this exact same issue on the internet, but what you can't find is an actual address to send the card to. This seems like an intentional effort to keep customers from registering their products. I would like a link to a website to register my product or an address to send this card to.

  

  Business response

  01/14/2025

  January 14, 2025
  
  Sent Via Email
  
  Attn: ****** *****
  Customer Experience Specialist
  **********************
  Serving ******************** & **********************;
  *****************************************************************************************
  *****************
  
  
  RE: ***** ******* /BBB Complaint# ********
  
  
  Dear Mrs. ******
  
  We acknowledge the receipt of your notice on January 13, 2025, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their lifetime warranty registration 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 lifetime warranty registration.
  
  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

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item online with a gift card and went in-store to return it. Much to my disdain, I was refunded via store credit. Store credit is awful since, unlike a gift card, you can only order items when you go in-store. I had issues with the Mahwah store since Home Depot had items in stock online that I wanted to price-match, but I got pushback saying they couldn't price-match online items (an item they don't physically carry/have in stock at the warehouse). I was eventually able to get them to price-match the shipping order. What is store credit good for? You can't price match online items with it, you can't place orders online, you have to visit a store to use it even if you want to ship the items, etc.The reason for the complaint: I am writing this because I purchased a delivery order on 1/9/25 at the Mahwah store with my store credit (order # H0963-229403). The item was in stock online, with about 20 units available to ship at the time. The item had been in and out of stock over the course of a few days, and after I came home from work that day, I saw that it was in stock when I looked online, so I drove to the store to purchase it (since I couldn't order it online with the store credit I have). On 1/13/25, I got a phone call from the store saying the item was out of stock and unable to be fulfilled, and the purchase would be canceled, but I needed to go back to the store to get my refund of store credit.I already had to drive over to the store to secure one of the remaining 20 some-odd units since I had the store credit, and now I have to go back to the store to get my refund because of Home Depot's fulfillment issues? At this point, I ideally would like a cash-like refund so I can buy the item at ****** since they have had and still have the item in stock.

  

  Business response

  01/14/2025

  January 14, 2025
  
  Sent Via Email
  
  Attn: ****** *****
  Customer Experience Specialist
  **********************
  Serving ******************** & **********************;
  *****************************************************************************************
  *****************
  
  
  RE: **** ******* /BBB Complaint# ********
  
  
  Dear Mrs. ******
  
  We acknowledge the receipt of your notice on January 6, 2025, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their gift card purchase with our company.
  
  To ensure this matter is addressed by the appropriate parties, our Executive Escalations Team has reached out to Mr. ******* via phone to discuss Home Depot policy with gift cards. The customer was provided a store credit since the original purchase was doe with a gift card.  Provided the customer with other options to use the store credit since he could use the store credit for an online purchase. The customer refused to seek other options to use the store credit in store.   Currently no further assistance is needed.
  
  With that being said,The Home Depot has addressed the customers concern 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. 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
  P: *********************
  F: ************
  SF: # ********

  Customer response

  01/15/2025

   
  Complaint: 22810001
  
  I am rejecting this response because I should not have to go back to the store to get a refund when home depot's fulfillment issues caused the order cancellation. The order was in stock when I purchased it in the store. The fact that I bought a gift card, ordered an item online, returned the item in store and was then forced to accept store credit which would only let me use the credit in store, thus making it much less useful than a gift card, is assinine. If I retuned the item online and shipped it back, would I have been given store credit or would my gift card have been credited? I went from originally purchasing online via gift card, to having to purchase an online-only item in-store and now having to go back once again in order to get my credit, thus leaving me back at square one with a store credit I have to go back to the store for a fourth time to even use. Your solution was to stock up on items such as paper towels. I do not have a need for this. I want the item I purchased that you could not fulfill. ****** has said item in stock and at this point I would like to just to be able to purchase the item I want and not lowsey paper towels. 

  
  Sincerely,
  
  **** *******

  

  Business response

  01/15/2025

  January 15, 2025
  
  Sent Via Email
  
  Attn: ****** *****
  Customer Experience Specialist
  **********************                                                                                                                                            
  Serving ******************** & **********************;
  ********************
  **********************
  *****************
  
  
  RE: **** *******/BBB Complaint#: 22810001
  
  Dear Mrs.*****,

  On behalf of The Home Depot, I sincerely apologize for any inconvenience Mr. ******* may have experienced regarding his gift card purchase.

  To ensure this matter was addressed appropriately, our Executive Escalations Team reached out to Mr. ******* by phone to discuss Home Depots policy regarding gift cards. As the original purchase was made with a gift card, the customer was issued a store credit in accordance with our policy. We also provided him with options to utilize the store credit, including using it for online purchases or in-store transactions. Unfortunately, Mr. ******* declined these options.

  As explained to the customer, when a purchase is made with a gift card and subsequently returned, a store credit is issued as the refund method. This policy was communicated to Mr. ******** along with available alternatives for using the store credit. Despite our efforts to assist, he has chosen not to pursue the options provided.

  At this time, The Home Depot considers the matter resolved, as we have addressed the customers concerns and adhered to our established policies.

  Please know that it is always our goal to provide exceptional service and ensure customer satisfaction. We value our customers patronage and look forward to serving their future home improvement needs. If you have any further questions or require additional information, please do not hesitate to contact me directly.

  
  Sincerely,

  ******* *******
  Executive Escalations
  P: *********************
  F: ************
  SF: #********

  Customer response

  01/15/2025

   
  Complaint: 22810001
  
  I am rejecting this response because I should not have to go back to the store to get a refund when home depot's fulfillment issues caused the order cancellation. The ordered item was in stock online when I purchased it via the store credit in store. The fact that I bought a gift card, ordered an item online, returned the item in store and was then forced to accept store credit which would only let me use the credit in store, thus making it much less useful than a gift card, is ludicrous.

  If I retuned the item online and shipped it back, would I have been given store credit or would my gift card have been credited?

  I went from originally purchasing online via gift card, to having to purchase an online-only item in-store and now having to go back once again in order to get my credit, thus leaving me back at square one with a store credit I have to go back to the store for a fourth time to even use. Your solution was to stock up on items such as paper towels. I do not have a need for this. I want the item I purchased that you could not fulfill. ****** has said item in stock and at this point I would like to just to be able to purchase the item I want and not lousy paper towels. I either want the I purchased and that you are holding the funds for until I have to get refunded in-store, or I want a refund in the form of a check that I can take to ****** to get the product I want. I will not be going back to the store while you, a fortune-500 company should have the ability to offer other means of refund.

  
  
  
  Sincerely,
  
  **** *******

*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. ↩