Had an issue with Home Depot? Get a real response.
How to submit a complaint with Home Depot
Home Depot gives you several ways to submit a complaint, depending on how fast you need help:
📞 Phone (Fastest for urgent issues)
Call 1-800-HOME-DEPOT (1-800-466-3337).
Hours:
- Mon–Sat: 6am–12am ET
- Sun: 8am–8pm ET
Select the menu option that best fits your issue and have your order number, job number, or store details handy.
💬 Online Customer Service Centre
Visit the Home Depot Customer Service page to access:
- Help topics
- Email/contact forms
- Live chat
Most issue pages include a “Contact Us” link specific to the problem.
🏬 In-Store Complaints
If the issue happened in a store, ask to speak with the Store Manager or an Assistant Manager.
They can:
- Approve refunds
- Authorize replacements
- Fix installation or service issues
- Escalate your case internally
📧 Email Home Depot Care
Send complaints to hdcares@homedepot.com.
Include:
- Subject: Complaint
- Order/store details
- Your contact info
- Clear description of the issue
You’ll normally get a reply within a few days.
📱 Home Depot App
Use the in-app chat or callback feature. Your order history auto-fills, making it easier to explain your issue.
📢 Social Media
Message @HomeDepot on Twitter or contact them on Facebook. Include your order or store details for faster triage.
✉️ Formal Letter (for major issues)
Mail to:
The Home Depot
2455 Paces Ferry Rd SE
Atlanta, GA 30339
Useful for serious complaints (injury, contractor negligence, major property damage).
📝 Survey Feedback
Use the feedback survey link found on receipts or order confirmations. Survey responses often go straight to store and district managers.
Here’s what typically happens once your complaint is logged:
🆔 Case Acknowledgment
You’ll receive a reference or case number. Keep this handy, it’s essential for follow-ups.
👥 Who Handles Your Case
- Store/district managers → in-store issues
- Customer Care specialists → online orders, billing, deliveries
- Executive Escalation team → complex or repeated failures
- Resolution Expediter → serious escalated cases
🔍 Investigation Steps
Depending on your issue, Home Depot may:
- Review product/vendor defects
- Contact installers or contractors
- Request photos
- Trace lost or delayed deliveries
- Review billing and transaction logs
📞 Communication During the Process
Expect updates via phone or email. They often apologise and explain next steps.
⏱ Typical Timelines
- Simple issues → 24–48 hours
- Multi-party issues (contractors, installers) → 5–14 days
- Executive escalations → usually fast once assigned
🎯 Common Resolutions
- Full or partial refunds
- Replacement product or re-delivery
- Repairs or re-doing installation work
- Gift cards or bill credits
- Policy exceptions for returns
- Written confirmations of what’s being fixed
📩 Confirmation Step
Home Depot usually asks whether you accept the resolution. If you’re not satisfied, tell them and they will typically reassess.
Common complaints against Home Depot
Home Depot receives a predictable range of complaints, including:
🛠 Installation & Home Services Issues
- Poor workmanship
- Contractor no-shows
- Delays or incomplete work
- Damage during installation
📦 Product Quality Problems
- Defective power tools
- Damaged products
- Warped materials
- Premature product failure
🚚 Delivery Issues
- Missed delivery windows
- Wrong items
- Partial shipments
- Damaged appliances
🙅 Staff or Customer Service Complaints
- Rude interactions
- Long wait times
- Incorrect information
- No assistance available
💳 Billing & Pricing Issues
- Double charges
- Delivery fees not waived
- Sale prices not applied
- Financing mishaps
🌐 Online Ordering Problems
- Order cancellations
- Website glitches
- Pickup orders not actually in stock
↩️ Return Policy Conflicts
- Denied returns
- Special-order restrictions
- Identification requirements
Complaints submitted through Ajust
How other consumers Home Depot complaints got resolved
Cabinet Installation Disaster → Full Refund
Poorly installed cabinets collapsed shortly after installation. Corporate sent a team to collect all cabinets and issued a full refund.
Waived Delivery Fee Still Charged → Refund Verified
A customer was incorrectly charged a $79 delivery fee. The representative found the error and ensured the refund processed within days.
Repeated Delivery No-Shows → Discount + Delivery
Two failed washer deliveries caused frustration. The store escalated to a delivery contractor and issued a special run to deliver it the next day, along with a 10% discount.
If your issue isn’t progressing, escalate through these channels:
1. Speak to Store Manager or Assistant Manager
Best for in-store or install issues.
2. Request a Supervisor via Customer Care
Ask specifically for the Resolution Team.
3. District Manager Escalation
Store management can provide their contact info if requested.
4. Executive Customer Care
Email hdcares@homedepot.com with your case number.
5. Social Media Escalation
Public posts get fast attention from the corporate social team.
6. Better Business Bureau (BBB)
Home Depot responds quickly to BBB complaints - often with corporate-level solutions.
7. Media or Legal Triggers
Politely mentioning small claims court or media assistance often accelerates resolution.
If internal escalation fails:
📍 State Consumer Protection Agencies
File a complaint with your state’s Attorney General or Consumer Affairs department.
🏛 Federal Trade Commission (FTC)
For deceptive practices, warranty issues, or repeat vendor failures.
🛠 Contractor Licensing Boards
For poor installations completed by licensed contractors.
⚖️ Small Claims Court
Home Depot frequently settles before hearings.
📰 Consumer Advocacy Media
Local “Troubleshooter” journalism teams can fast-track resolutions.
🇨🇦 Canada
Use the Office of Consumer Affairs (Industry Canada) or your province’s consumer protection agency.
Home Depot Complaints FAQs
You’ve done your part, now it’s time to hold Home Depot accountable.
Take the final step and submit a complaint that gets seen and responded to.