13 Common Customer Complaints About Home Depot

Home Depot might seem like the go-to for all things home improvement, but no retailer is perfect. Before you head to Home Depot for your next renovation project, there are a few factors worth keeping in mind. While the company is known for its wide selection and convenience, some customers have reported recurring issues that are helpful to be aware of as you shop. Before you press "purchase," keep these complaints in mind.

From delivery issues to trouble getting refunds, certain problems can be both mentally and financially taxing. Although Home Depot might get you the tools you need without breaking the bank, these grievances are proof that the purchasing process isn't always smooth sailing. These are the most common customer complaints about Home Depot — and everything you can do to avoid experiencing similar complications. Through these reviews, you can uncover the untold truth about Home Depot.

When you need a home improvement item, you usually want it delivered promptly. Unfortunately, Home Depot has suffered several complaints about long, tedious delivery delays. For example, Rob Hunt wrote on Trustpilot: "After three delivery delays, we received a text saying it would arrive in 10 minutes. An hour later, the website showed it as delivered, but it never arrived." Similarly, customer Micky Scroggins wrote: "[My package] went from Georgia to Ohio to Kentucky to Tennessee and then back to Georgia and now back in Tennessee I live in Tennessee so this is the third time it has been in my state and now I received a text message saying that my package is delayed 1 to 5 days." Another reviewer warned others not to use Home Depot's delivery service after their order was rescheduled three different times. Because the delivery required a signature, they had to repeatedly rearrange their work schedule and take time off, yet the item still had not arrived.

These experiences suggest that delivery delays can be more than just an inconvenience, they can disrupt customers' daily lives. Beyond its standard delivery service, Home Depot also partners with Instacart and DoorDash to deliver eligible items. If you're in a rush and need a tool, cleaning supply, or other home improvement item soon, these services may be a faster option. According to Home Depot's website, eligible deliveries can arrive in as little as one hour, depending on the product and your location. Just keep in mind that using a third-party service means your delivery is no longer Home Depot's responsibility. If your order isn't eligible for these faster delivery options, be sure to check whether it will require a signature upon arrival. If it does, choosing in-store pickup at your local Home Depot can help you avoid missed deliveries.

Warranties are supposed to give customers peace of mind by protecting them if a product is defective or breaks sooner than expected. Unfortunately, many customers have reported difficulties getting Home Depot to honor their extended warranties. Dennis wrote on Trustpilot: "Don't make the same mistake and buy any kind of extended warranty from Home Depot... it's just a worthless policy from Allstate! We were stupid enough to have bought the extended warranty thinking we would have no trouble getting it fixed if there was a problem." Multiple other customers report similar issues, including adrienne macklin who wrote: "I bought a GE warranty which they will not honor even though two technicians said it will never work well. [It's] a new machine [that] cannot be used."

One of the major issues with the extended warranty is that it may not be very useful if you don't have an authorized appliance repair company in your area. This can create a long and frustrating process for customers. One reviewer explained that they had to pay for the repair out of pocket, submit the receipt to the warranty company by fax, and then wait to be reimbursed. Always check to make sure that service providers are available in your area before purchasing an extended warranty, and carefully read the exclusions so you understand what is and is not covered before making a decision. If you're still on the fence, explore which is better for your appliances — warranties or protection plans.

There are more than a few things you need to know about shipping and delivery at Home Depot. Although damage can happen during shipping and handling, there are more than several complaints about Home Depot deliveries involving damaged products. The main problem has to do with nobody taking responsibility for the damage, leaving customers stuck between Home Depot, third-party delivery companies, and manufacturers while trying to get a replacement or resolution. Frustrated customer Cathleen McLean issued this warning: "Do not trust Home Depot's delivery network. If their drivers damage your property, their insurance process is designed to minimize their liability and silence affected homeowners so other homeowners will continue to buy their products and delivery services without being aware of the risk."

Another big issue is having a damaged item installed before realizing there is a problem. In some cases, customers discovered hidden damage only after installation, making it much harder to prove that the damage occurred before they received the product. One Trustpilot reviewer reported finding damage to an appliance after installation, but said Home Depot refused to take responsibility. To avoid this situation, carefully inspect the entire item before installation, including areas that may not be immediately visible, and take photos or videos to document its condition. This evidence can help show that any damage was present before installation and prevent you from being held responsible for the issue.

Getting a large or heavy item delivered can be daunting, especially if returns aren't simple and convenient. The last thing you want is to get stuck with an unusable item that is taking up space in your home. With a one-star review, Gypsy Ghoul wrote on Trustpilot: "I was given a defective loveseat I cannot put together. I am on my fourth time rescheduling with Hub Group to get it picked up so I can get my refund and buy somewhere else. They either cancel or are no shows and no call." Hub Group is a third-party logistics companies that sometimes handles bulky Home Depot items, which can cause Home Depot to shift the blame away from themselves.

Amber, another Home Depot customer, has had multiple issues with trying to return large orders. In some cases, she had to schedule multiple pickups that never arrived, take time off work, and manage large items sitting outside while waiting for a resolution. Her experience highlights how difficult returns can become when customers are expected to fix problems caused by the company's own mistakes. Unfortunately, this isn't an easy issue to avoid. Amber ended up cutting off her loyalty to Home Depot in favor of doing business with their competitor, Lowe's. If you are going to place a large order with Home Depot, it's worth asking what logistics platform is managing the returns, and clarifying the return process before ordering.

If you are banking on being able to easily cancel an order, you might want to rethink your purchase. It's not always as easy as it seems to cancel — even if it hasn't been shipped! One anonymous customer reported to the Better Business Bureau: "I have disputed the charge and called Home Depot several times. They just keep passing me around. When I finally spoke to someone, they told me to file a dispute, which I did. Now they are saying I have to physically go to a store by 7/28/26 or they won't refund the order that was canceled and never delivered." The issue has since been marked resolved, but it's far from the only similar complaint.

If you do need to cancel your order, it's important to be aware that the process may take longer than expected. Several customers have reported that they were required to visit a store in person to complete the cancellation, so plan accordingly if you need to resolve the issue. Even after the cancellation is processed, refunds may not happen immediately. One customer reported being told the refund would take 7 to 10 business days, only to later be informed that the timeline had been extended to 21 business days and beyond.

Sometimes unexpected situations come up, and you need to reschedule your delivery. Unfortunately, Home Depot has received several complaints from customers who said their rescheduled deliveries did not go as planned. In some cases, customers reported that even after confirming a new delivery date, the delivery company never showed up. One customer wrote to the Better Business Bureau, stating, "The company said 'no problem, we'll reschedule the delivery.' Later that day I received multiple emails telling me that the order was cancelled and that they would refund my credit card. I called Home Depot ... and explained that I could take delivery immediately and do not wish to cancel an order that I had already paid for."

Another customer, Mitchell D Wittmis, wrote on Trustpilot to share their disappointing experience. He said, "The delivery was rescheduled to Monday, Oct. 13th. They showed up on Sat. without a notice except a phone call saying they [were] at the house. Lack of communication between the delivery company and Home Depot. Now they are saying it will be Tues. the 14th before they can deliver it." The only workaround for this issue is to ensure you are available during the original delivery date. If you absolutely have to reschedule, contact both Home Depot and the delivery provider to confirm the new appointment, verify it a day or two before delivery.

The benefits of a store credit card can be tempting, but there may be some drawbacks you haven't considered. While it's no secret that carrying a balance and not paying off your credit card in full can lead to interest charges and affect your credit, some customers have reported additional concerns. Dee H. on Trustpilot said, "They ruin credit. Always made a payment — when I got close to paying off the card, they lowered the credit limit to less than half of the amount." Other customers noted on Credit Karma that they did not receive the advertised discount.

If you often pay your credit card bills by mail, this might not be the best approach with a Home Depot credit card. One customer explained that they mailed a check before the due date, but the payment was processed too late, resulting in a late fee despite their efforts to pay on time. To reduce the risk of delays, consider making payments online or allowing extra time for mailed payments to reach and be processed before the due date. However, digital payments aren't always problem-free either. Another customer reported having repeated trouble logging into their Home Depot credit card account to make a payment, saying they constantly encountered glitches. If you plan to pay online, it may be a good idea to log in a few days before your payment is due so you have time to resolve any technical issues

Getting paired with a polite and helpful customer service agent can be a gamble, as is evident in some of the major communication complaints. Rob Hunt wrote the following one-star review on Trustpilot: "My wife then spent 90 minutes on the phone being treated as though she was lying or trying to keep the BBQ while requesting a refund. Home Depot refused to compare the photo with our previous deliveries, which would have confirmed it was the wrong address. [...] Home Depot's delivery company lost a $1,200 product, yet we were treated like the thieves." This review highlights how frustrating customer service interactions can become when customers feel they are being blamed instead of helped.

A second major issue with Home Depot's customer service is its use of AI agents. One customer described the company's assistance as "the dumbest AI possible." The problem is that AI assistants often can't handle more complicated requests, which can leave customers stuck in a loop of automated responses instead of getting the help they need. If your issue involves a refund, damaged order, warranty claim, or another complex problem, it's usually best to request a live customer service representative as soon as possible to avoid unnecessary delays.

Mistakes can happen, but missing items tend to be a recurring issue with Home Depot orders. Tracey Thompson wrote on Trustpilot: "I had to reorder cabinets to complete my project and the SECOND TIME they were missing half of the cabinets delivering the top and not bottom BOTH times marking the delivery as complete." Another customer noted that 8 months have gone by since they reported a missing piece of their Vissani microwave. The length of time Home Depot is taking to rectify the issues is excessive.

As soon as you receive your order, it's imperative to make sure every item is present in the package. The sooner you realize that something is missing, the easier it will be to report the issue and get it resolved. If you cannot get a response or solution through customer service, consider going to your local store in person, where you may have a better chance of speaking with someone who can help address the problem.

If you've been looking forward to a piece of decor or furniture, a strange smell can be incredibly disappointing. There have been more than a few reports of unpleasant scents wafting from new Home Depot items. Bob Brammer wrote the following review on Trustpilot: "The carpet had an awful chemical smell. My dog would not go on the carpet, and the smell made us gag." Beyond the carpets, the carpet cleaners also have some complaints. Aaron said, "I rented a carpet cleaner from them, and it was extremely moldy and [smelled]. Unfortunately, I didn't notice it until I had already started, and it made my whole house smell and destroyed my carpet."

While unpleasant odors may seem like a minor issue, they can become a much bigger problem when they come from large appliances. Items like washing machines, refrigerators, and dishwashers are difficult to return or replace due to their size, installation requirements, and the hassle of scheduling another delivery. This can leave customers stuck with an appliance that is frustrating to use while they wait for a resolution. One Home Depot customer experienced this issue with a washing machine, writing on Trustpilot: "As soon as I opened the lid there was a nasty musty smell. Who knows how long that water was in there. This is the first time I've gotten one from Home Depot, I've always gotten them from Lowe's with NO problems." To avoid this situation, inspect large appliances as soon as they arrive and pay attention to unusual smells, moisture, or signs that the item may not be in ideal condition.

Where do returned items to Home Depot actually go? Unfortunately, many Home Depot customers have reported receiving items that have clearly been used. P.K. on Trustpilot urged fellow customers to always check products before leaving the store, as their light fixture had paint on the item and inside of the packaging. An anonymous customer also wrote: "I believe the door was previously owned cause it had red paint and the screws were used, which I think is terrible customer service."

To avoid this issue, carefully inspect packaging for signs of tampering, missing protective materials, damaged boxes, or evidence that the item has been previously handled. If you've already taken your item home, make sure to take photos of anything that appears questionable. After documenting the condition of the item, if possible, take it into the store for further physical proof.

What's worse than missing items? Entire products that have been lost in transit, with no refund in sight. This complaint on the Better Business Bureau sums up this concerning issue: "I am filing a formal consumer complaint against The Home Depot regarding an unfulfilled online order for a DeWalt battery pack. The merchant is withholding my funds and refusing a refund based entirely on an automated carrier status, despite definitive evidence that the item was never delivered." The issue has since been resolved, but 4 months after the formal complaint was filed.

One customer said two air conditioner orders were lost, while another customer reported never receiving garden hose sprayers and struggling to get help through Home Depot's chat system. To avoid these issues as much as possible, always save your order confirmations, monitor tracking updates, and contact customer service immediately if an order appears delayed. All of these precautions can help support a refund or replacement request.

Yes, some appliances need professional installation — and here's why. However, at Home Depot, there is a lack of transparency regarding installation capabilities and restrictions. Mike Blackhurst summarized the problem on Trustpilot, explaining, "The core issue is that Home Depot is unable to properly coordinate purchases, deliveries, and installation requirements. In addition, there are numerous installation restrictions that are not disclosed upfront and can only be discovered through trial and error."

If you're renovating on a tight schedule, Home Depot's installation service might not be your best bet. JL wrote the following review on Trustpilot: "It took Home Depot eight months to install two small casement windows (both were replacements). They use subcontractors and the first one was a hack at best and was told to leave, the second did average work." Reddit users seem to agree that Home Depot's installation services aren't worth the extra cost, and you might be better off with your own contractor.