Business Profile

Building Materials

The Home Depot

Headquarters

BBB Accredited Business A+Rated by BBB

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Initial Complaint
02/20/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
August 2024 I purchased a Rheem on demand hot water heater online to replace a unit in a rental property I own in a different state. The tenant picked up the hot water heater at the ************* store and the plumber arrived the next day to replace it. Realizing the unit wouldn't fit the existing layout he took the water heater back to the ************* store to exchange it for a different unit that resulted in a little over $100 to be refunded. He received a store credit which was mailed to me along with the receipts from the return transaction at the store. I went to my local store a few weeks ago and tried to use the card for an in-store purchase only to learn that the card can only be used by the person who made the return, the plumber in *******. I contacted HD customer ********************** and was told there was nothing that could be done to get my money back. I am in possession of the store credit and the receipts. This money will never be spent by the plumber and HD refuses to give me access to it.
Business response
02/21/2025
February 21, 2025

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

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. We replaced the store credit with a gift card, and she confirmed receipt to her satisfaction.

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,

***** *. on behalf of Marina
The Home Depot | Customer Solutions
Executive Escalations
Case: 37983126

Customer response
02/21/2025

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,

***** *******
Initial Complaint
02/18/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
- I placed an order on ************************** for two matching dressers "***** Mid-Century Modern White 6-Drawer 52 in. by ****** ****** ************* on 02/06/2025, and my credit card was charged $165.68. It was advertised as a special deal, and the size was perfect for my new home. Order Number: WG81471827.- Estimated arrival was posted for Thursday, February 13.-When the order did not arrive, I contacted Home Depot. They started a "case" to look into the delay.-A notice was posted on my order that "you've requested to cancel this order". I immediately did another chat session and was told they would handle the problem and get an ETA date.-Then I received an email from Home Depot saying "We've received YOUR cancellation request. Your order may have already been prepared for shipment, but we'll do our best to cancel it."-Since I DEFINITELY DID NOT CANCEL, I immediately went into another chat session. They started another "case" attempt to request an estimated date of delivery.-Today (the final chat transcript below) shows that Home Depot puts the blame on the manufacturer for a price ******** MAIN ISSUE is that Home Depot should be obligated to honor the price displayed and fulfil my order as the order was clearly accepted as soon as my credit card was hit. I believe there are consumer protection laws regarding contract formation when a sale is confirmed. A delivery date was POSTED. I intend to sent a copy of this correspondence to a Home Depot corporate site asking for corporate action.
Business response
02/18/2025
February 18, 2025

Sent Via Email

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

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

Dear Mrs. ******

We acknowledge the receipt of your notice on February 4, 2025, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their cancelled online order 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 Ms. ****** concerns.

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 #
Customer response
02/19/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ******
Initial Complaint
02/16/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The business has neglected to provide me with a product and installation. But now is not allowing me a refund for my money paid. I bought an over the over microwave and paid additional money to have the product delivered and installed. It was brought to my house but the installers said they COULD NOT install it because of the tile on the wall. Saying it would likely crack the tiles, therefore compromising my wall structure. I had them to return the microwave since it was useless to me. Went to the store for a refund, but was told a Home Depot **** would talk to the installers. They would not refund me my money. The installers took the microwave with them for return, so I don't have the product, Home Depot does. Yet they will not give me a refund saying only that they have to discuss it with the installers. Bottom line, Home Depot now has the microwave and my money. I would like for BBB to assist me in getting a refund for the product of which I have been denied. Home Depot RETURN POLICY only covers damages. It was not damaged, but they are selling appliances and charging for installation. No installation was possible according to the installers, so I should be given a refund. The microwave was returned to Home Depot so I should get a refund. The installers also recommended that I obtain another installer, but I have already paid Home Depot installation fees. Plus again, the microwave is in possession of the Home Depot installers. A clause of their return policy says "If a customer does not accept a delivery within 30 days of the unit(s) arriving at the delivery facility, the order will be cancelled, and the unit(s) will be returned." LG Smart Range Microwave model#MVEL2033F
Business response
02/21/2025
February 21ST, 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 their Product and install.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
Mr. ****** advised he will go in store to receive refund
We spoke to Mr. ****** advising order cancelled and refund is in store as we cannot process virtually

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

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

Customer response
02/21/2025

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. It has been fully settled and the error was made by a store employee who chose not to issue the refund. I am thoroughly convinced Home Depot did not confer with that employee's decision. Home Depot refunded the money in full and made a personal call to me which settled the entire issue. Thank you!

Sincerely,

*** ******
Initial Complaint
02/14/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have suffered elder abuse at the hands of Home Depot. Shame on you!I have given HDd thousands of dollars of business in the past two weeks. Although not the subject of this complaint, the other orders include: WM97142957, WM97142958, AND WJ76170206. Well, I expected our new washer/dryer to be installed today. I expected the old unit to be hauled away and the new one to be installed. The delivery men would not install the new unit. They said they did not have the parts. When I purchased the dryer, the website told me that installation would be included for free, and at no time was I prompted about any parts. WHY IS THIS WEBSITE NEITHER ELDER OR *** friendly? Maybe I should start giving my money to *****. Unbelievable. Obviously, they could not do the work since they were unwilling to both haul the old machine away nor did they have the parts to install. Unbelievable. I did reorder the machine; however I am ****** off. My new order number is wm97685499. This is c*** and is not okay. Despite dropping 6k in the last week, I'm down with you guys. I'm switching to Loews.
Business response
02/21/2025
February 21, 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 reached out to the customer and offered a $100 HD gift card for the inconvenience experienced regarding their appliance delivery and delay issues. Customer confirmed delivery was completed and customers experience has been addressed to the appropriate party and documented.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
****** *.
The Home Depot
Executive Escalations Team Phone:
**************************
SF Case # ********
Customer response
02/24/2025

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. Although I do believe that HD still *****.

Sincerely,

******* *****
Initial Complaint
02/14/2025
Complaint Type:
Delivery 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.
Ordered 2 night stands off their website. Days after they were to be delivered I chatted online with an associate for over an hour and was told they were being canceled due to price discrepancy of their online pricing. They sent an email then of "my request to cancel." Which was inaccurate. They refuse to honor the pricing. The price remains the same online. They won't update the website or honor the false advertisement.
Business response
02/17/2025
Feb. 17, 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 online order from The Home Depot.

The Home Depot has carefully reviewed all information pertaining to this matter. Our online support team contacted the customer and provided compensation for the issue with the order.

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: 37953345
Initial Complaint
02/14/2025
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 placed an order with my app/online on February 1, and attempted to return 3 items from this order to Home Depot in ************ with my order confirmation/receipt. They said that they were having computer issues and couldnt process return and a phone call to corporate told me to go back and they would manually process the return. Still didnt work and was given the run around and told the store manager wasnt there. All items are unopened and unused that Im returning. I feel extremely uncomfortable that a corporation would handle a simple ~$220 return this way. I still have my items and no resolution.
Business response
02/16/2025
February 16, 2025
Sent Via Email
Attn:****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
*****************************************************************************************
*****************
Re: **** Wicks 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 reached out to the customer and customer confirmed their refund was processed on 02/15/2025 and had no further concerns regarding this issue.
The Home Depot considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and ******************** that we provide Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
****** *.
The Home Depot
Executive Escalations Team Phone:
**************************
SF Case # ********
Initial Complaint
02/14/2025
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.
Wanted new windows for my home, decided to contact a reliable **** so I hired Home depot. On around 4th of July, 2024, paid $10,500 for 8 windows, I was told it would take around 3 months for installation day, waited till November some time, finally showed up with half the windows and One cracked, which they insisted on installing it, but I firmly refused, manager called apologized and said they will make it a priority to come back to install the remaining windows. December came around, the very day OF, they call to cancel, claiming the measurements were incorrect, waited again Feb 13, they show up again with Part of the order,(2 windows) still missing 2 more ********** of now, no one has contacted me to explain what happened or to apologize,Were in a new year and still chasing my windows from this company,Frustrated,Please help
Business response
02/14/2025
February 14, 2025

Sent Via Email

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

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

Dear Mrs. ******

We acknowledge the receipt of your notice on January 21, 2025, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their recent window installation with our company.

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home ********************** Team. The Home Service team will be contacting the customer to work on a path to resolution.

Please know that it is The Home Depots goal to satisfy all our customers with the ********************** 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: # ********
Initial Complaint
02/12/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This dryer has not worked correctly since less than a week after delivery- I called Home Depot and they had me call GE- I called GE and they contacted a third party repairman to come and look at the issue- the repairman cme out and said he had to order a new drum as the bearings were bad. The repairman can today and replaced the drum and now he states that the has to order and replace the motor and it will not be here for over a week and a half. In the meantime I still have no dryer . I have called Home Depot for a replacement because this one is defective and they say that they do not do any appliance replacements or returns after 48 hours of purchase. This is clearly a defective appliance.
Business response
02/14/2025
February 14 ,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, our appliance team spoke with the customer, and placed a no cost order to be delivered on 2.19. Customer will get a call the day before delivery, letting them know their window time from for 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 should you have any additional questions or concerns.

Sincerely,

******* *.
Executive Escalations Representative
Office:***********************
Reference Number: ********
Customer response
02/14/2025

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
02/12/2025
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 purchased an item from Home Depot on November21, 2024. It was not what I expected so I returned it by *** back to Home Depot on December 2, 2024. It never showed up on my account. I have contacted the seller numerous times and they stated they were checking into it. Today Home Depot told me the item was not in the box when it was returned. I know it was because I personally put it in the box and sealed it. I contacted them today and they stated I needed to contact the credit card company which is ********. I called them and got a run around. The item was a Outdoor Faucet Freeze Protector which cost $28.90. I would like to have this money reimbursed to me.
Business response
02/14/2025
February 14, 2025

Sent Via Email

Attn: Ms. ****** *****
Customer Experience Specialist
**********************
Serving *************, ****** & *****************
********************************************
*****************

RE: *** ****** / BBB Case No. 22931804

Dear Ms. **************** acknowledge the receipt of BBB Case No. 22931804.

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

The Home Depot has reviewed this case and forwarded the customer's concerns to our Online Executive Escalations team for prompt attention and resolution. As a one-time courtesy, the team has processed a refund for the customer in the form of a Home ********************** gift card.

With that said, we have addressed the customers concern and consider this matter resolved.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ **************************). Please know that The Home Depots goal is to satisfy all our customers with the products and ******************** 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
The Home Depot -Customer Solutions
P: ***********************
F: ************
Reference No.37940388
Initial Complaint
02/12/2025
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 had bought a Refrigerator from Home Depot, and it was needed to be repaired I called Home Depot and they had sent a repair man but he cut our wire. We filed a claim but have yet to get a resolution for our issue caused by them.
Business response
02/13/2025
February 13, 2025

Sent Via Email

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

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

Dear Mrs. ******

We acknowledge the receipt of your notice on February 4, 2025, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliance warranty 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 assist with her warranty claim.

Please know that it is The Home Depots goal to satisfy all our customers with the ********************** 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 #

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