{"id":"home-depot","page":"https://escalate.alexgaoth.com/#/c/home-depot","html":"https://escalate.alexgaoth.com/c/home-depot/","generated":"2026-10-15","company":{"id":"home-depot","name":"The Home Depot","aliases":["home depot","homedepot.com","thd"],"sector":"retail","parent":"The Home Depot, Inc.","website":"https://www.homedepot.com","official_domains":["homedepot.com"],"regulators":["ftc"],"notes":"Home improvement retailer. Online-order help, price matches and price adjustments go through Customer Solutions (phone or live chat on homedepot.com). Major appliances have a separate Customer Solutions line and a 48-hour return window. The \"In-Store Return Exceptions\", \"Online Return Exceptions\" and \"Return Policy Exceptions\" sections named on the return policy page did not render in the browser on 2026-10-12, so those exceptions are not recorded here.","channels":[{"id":"customer-service-phone","type":"phone","label":"Home Depot customer service (1-800-HOME-DEPOT)","value":"+1-800-466-3337","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"},{"id":"appliance-solutions-phone","type":"phone","label":"Customer Solutions for major appliances (damage, defects and returns within 48 hours of delivery)","value":"+1-800-455-3869","purposes":["damaged_item","refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"id":"customer-service-page","type":"portal","label":"Home Depot Customer Service Center (orders, returns, receipts)","value":"https://www.homedepot.com/c/customer_service","purposes":["refund_request","lost_package","damaged_item"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"},{"id":"order-status","type":"portal","label":"Check order status (guest order tracking)","value":"https://www.homedepot.com/myaccount/guest-order-tracking","purposes":["lost_package","late_delivery"],"source":"https://www.homedepot.com/c/customer_service","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Home Depot Return Policy","value":"https://www.homedepot.com/c/Return_Policy","purposes":["refund_request","damaged_item"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"id":"price-match-page","type":"portal","label":"Price Match Guarantee and price adjustment rules","value":"https://www.homedepot.com/c/price-match-and-price-check","purposes":["refund_request","billing_error"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-solutions-phone"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Return within the window for the product category with proof of purchase; store returns are refunded fastest.","evidence":["receipt or order number","payment card used","product category","purchase or delivery date"],"steps":[{"do":"Find the product's return window - 90 days for most items, 30 or 7 days for some categories, 48 hours for major appliances, and 365 days if paid with a Home Depot credit card or commercial account.","channel":"return-policy"},{"do":"Return it to a store for the quickest refund, with proof of purchase. For a major appliance, call Customer Solutions for appliances within 48 hours of delivery.","channel":"appliance-solutions-phone"},{"do":"For an online order you cannot take to a store, contact Customer Solutions by phone or live chat.","channel":"customer-solutions-phone"},{"do":"If the refund does not arrive, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Most merchandise can be returned within 90 days with proof of purchase unless noted. Home Depot may decline returns of products damaged by the customer without a manufacturing defect, or to prevent fraud or abuse.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Furniture, tractors, framing and roofing compressors, consumer electronics (TVs and computers), paint sprayers and listed gas-powered outdoor equipment must be returned within 30 days, unused and in original factory-sealed packaging. From July 7, 2026, Halloween and holiday decor must be returned within 30 days, unused with proof of purchase.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Dehumidifiers, gas pressure washers, window and portable air conditioners and gas generators (other than whole-house and stationary) must be returned within 7 days, unused and factory-sealed. From July 7, 2026, pumps, portable evaporation units and portable heaters also have a 7-day window.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For major appliances (refrigerators, washers, dryers, ranges, dishwashers, over-the-range or built-in microwaves), contact Customer Solutions at 1-800-455-3869 within 48 hours of delivery (excluding weekends) for damage or defects; all returns in these categories, including unopened items, must be made within 48 hours.","issues":["refund_request","damaged_item"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Purchases made with The Home Depot Consumer Credit Card, Pro Xtra Credit Card or Commercial Account can be returned for a full refund within 365 days, except the listed exceptions and the 48-hour, 7-day and 30-day categories. Perennials, trees, roses and shrubs have a 1-year guarantee for store credit.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"process","claim":"Returns sent by mail or carrier are processed after Home Depot receives and verifies them, typically in about 7 business days; the bank may then take up to 10 business days to post the funds.","issues":["refund_request"],"source":"https://www.homedepot.com/c/refund-policy","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"For a price drop within 30 days of purchase, ask Customer Solutions for a price adjustment with proof.","evidence":["order number or receipt","screenshot or link showing the lower price","competitor name and item number"],"steps":[{"do":"Confirm the lower price is on homedepot.com or on a competitor Home Depot matches, for the identical item in stock.","channel":"price-match-page"},{"do":"Within 30 days of purchase, contact Customer Solutions by phone or live chat, or visit a store, with the order number and the proof of the lower price.","channel":"customer-solutions-phone"}],"facts":[{"kind":"deadline","claim":"If the price drops after you order, you can request a price adjustment within 30 days of purchase; eligible differences are refunded under the refund policy, usually but not always to the original payment method.","issues":["billing_error","refund_request"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"},{"kind":"policy","claim":"Home Depot matches identical in-stock items at local stores and at online retailers including Lowe's, Menards, Amazon, Walmart, Best Buy and Target (sold and fulfilled by the retailer, not a marketplace seller). It does not match auction, marketplace or membership sites such as eBay, Wayfair, Costco or Sam's Club.","issues":["billing_error"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Report a damaged or defective delivery with photos; for major appliances, call within 48 hours of delivery.","evidence":["photos of the item and packaging","order number","delivery date"],"steps":[{"do":"Photograph the item and packaging before you discard anything."},{"do":"For a major appliance, call Customer Solutions for appliances within 48 hours of delivery (excluding weekends).","channel":"appliance-solutions-phone"},{"do":"For other items, contact Customer Solutions with the order number and ask for a replacement or refund, or return the item to a store.","channel":"customer-solutions-phone"},{"do":"If Home Depot does not resolve it, dispute the charge with your card issuer."}]}],"known_blockers":["homedepot.com loads its help content with JavaScript; plain HTTP fetches return 403, and the return-policy exception sections did not render even in a browser."]},"playbooks":{"refund_request":{"company":{"id":"home-depot","name":"The Home Depot","sector":"retail","website":"https://www.homedepot.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Return within the window for the product category with proof of purchase; store returns are refunded fastest.","evidence":["receipt or order number","payment card used","product category","purchase or delivery date"],"steps":[{"do":"Find the product's return window - 90 days for most items, 30 or 7 days for some categories, 48 hours for major appliances, and 365 days if paid with a Home Depot credit card or commercial account.","channel":{"id":"return-policy","type":"portal","label":"Home Depot Return Policy","value":"https://www.homedepot.com/c/Return_Policy","purposes":["refund_request","damaged_item"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"}},{"do":"Return it to a store for the quickest refund, with proof of purchase. For a major appliance, call Customer Solutions for appliances within 48 hours of delivery.","channel":{"id":"appliance-solutions-phone","type":"phone","label":"Customer Solutions for major appliances (damage, defects and returns within 48 hours of delivery)","value":"+1-800-455-3869","purposes":["damaged_item","refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"}},{"do":"For an online order you cannot take to a store, contact Customer Solutions by phone or live chat.","channel":{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}},{"do":"If the refund does not arrive, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Home Depot customer service (1-800-HOME-DEPOT)","value":"+1-800-466-3337","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"},{"id":"appliance-solutions-phone","type":"phone","label":"Customer Solutions for major appliances (damage, defects and returns within 48 hours of delivery)","value":"+1-800-455-3869","purposes":["damaged_item","refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"id":"customer-service-page","type":"portal","label":"Home Depot Customer Service Center (orders, returns, receipts)","value":"https://www.homedepot.com/c/customer_service","purposes":["refund_request","lost_package","damaged_item"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Home Depot Return Policy","value":"https://www.homedepot.com/c/Return_Policy","purposes":["refund_request","damaged_item"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"id":"price-match-page","type":"portal","label":"Price Match Guarantee and price adjustment rules","value":"https://www.homedepot.com/c/price-match-and-price-check","purposes":["refund_request","billing_error"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Most merchandise can be returned within 90 days with proof of purchase unless noted. Home Depot may decline returns of products damaged by the customer without a manufacturing defect, or to prevent fraud or abuse.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Furniture, tractors, framing and roofing compressors, consumer electronics (TVs and computers), paint sprayers and listed gas-powered outdoor equipment must be returned within 30 days, unused and in original factory-sealed packaging. From July 7, 2026, Halloween and holiday decor must be returned within 30 days, unused with proof of purchase.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Dehumidifiers, gas pressure washers, window and portable air conditioners and gas generators (other than whole-house and stationary) must be returned within 7 days, unused and factory-sealed. From July 7, 2026, pumps, portable evaporation units and portable heaters also have a 7-day window.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For major appliances (refrigerators, washers, dryers, ranges, dishwashers, over-the-range or built-in microwaves), contact Customer Solutions at 1-800-455-3869 within 48 hours of delivery (excluding weekends) for damage or defects; all returns in these categories, including unopened items, must be made within 48 hours.","issues":["refund_request","damaged_item"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Purchases made with The Home Depot Consumer Credit Card, Pro Xtra Credit Card or Commercial Account can be returned for a full refund within 365 days, except the listed exceptions and the 48-hour, 7-day and 30-day categories. Perennials, trees, roses and shrubs have a 1-year guarantee for store credit.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"process","claim":"Returns sent by mail or carrier are processed after Home Depot receives and verifies them, typically in about 7 business days; the bank may then take up to 10 business days to post the funds.","issues":["refund_request"],"source":"https://www.homedepot.com/c/refund-policy","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Home Depot customer service (1-800-HOME-DEPOT)","value":"+1-800-466-3337","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["homedepot.com loads its help content with JavaScript; plain HTTP fetches return 403, and the return-policy exception sections did not render even in a browser."],"security":{"official_domains":["homedepot.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Home improvement retailer. Online-order help, price matches and price adjustments go through Customer Solutions (phone or live chat on homedepot.com). Major appliances have a separate Customer Solutions line and a 48-hour return window. The \"In-Store Return Exceptions\", \"Online Return Exceptions\" and \"Return Policy Exceptions\" sections named on the return policy page did not render in the browser on 2026-10-12, so those exceptions are not recorded here.","warnings":[]},"billing_error":{"company":{"id":"home-depot","name":"The Home Depot","sector":"retail","website":"https://www.homedepot.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"For a price drop within 30 days of purchase, ask Customer Solutions for a price adjustment with proof.","evidence":["order number or receipt","screenshot or link showing the lower price","competitor name and item number"],"steps":[{"do":"Confirm the lower price is on homedepot.com or on a competitor Home Depot matches, for the identical item in stock.","channel":{"id":"price-match-page","type":"portal","label":"Price Match Guarantee and price adjustment rules","value":"https://www.homedepot.com/c/price-match-and-price-check","purposes":["refund_request","billing_error"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}},{"do":"Within 30 days of purchase, contact Customer Solutions by phone or live chat, or visit a store, with the order number and the proof of the lower price.","channel":{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Home Depot customer service (1-800-HOME-DEPOT)","value":"+1-800-466-3337","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"},{"id":"price-match-page","type":"portal","label":"Price Match Guarantee and price adjustment rules","value":"https://www.homedepot.com/c/price-match-and-price-check","purposes":["refund_request","billing_error"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the price drops after you order, you can request a price adjustment within 30 days of purchase; eligible differences are refunded under the refund policy, usually but not always to the original payment method.","issues":["billing_error","refund_request"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"},{"kind":"policy","claim":"Home Depot matches identical in-stock items at local stores and at online retailers including Lowe's, Menards, Amazon, Walmart, Best Buy and Target (sold and fulfilled by the retailer, not a marketplace seller). It does not match auction, marketplace or membership sites such as eBay, Wayfair, Costco or Sam's Club.","issues":["billing_error"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Total price\" means the maximum total of all fees or charges a consumer must pay. Government charges, shipping charges and fees for optional ancillary goods or services may be excluded.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"Before the consumer consents to pay, the business must clearly disclose the nature, purpose and amount of any fee excluded from the total price, and the final amount of payment.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Home Depot customer service (1-800-HOME-DEPOT)","value":"+1-800-466-3337","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["homedepot.com loads its help content with JavaScript; plain HTTP fetches return 403, and the return-policy exception sections did not render even in a browser."],"security":{"official_domains":["homedepot.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Home improvement retailer. Online-order help, price matches and price adjustments go through Customer Solutions (phone or live chat on homedepot.com). Major appliances have a separate Customer Solutions line and a 48-hour return window. The \"In-Store Return Exceptions\", \"Online Return Exceptions\" and \"Return Policy Exceptions\" sections named on the return policy page did not render in the browser on 2026-10-12, so those exceptions are not recorded here.","warnings":[]},"damaged_item":{"company":{"id":"home-depot","name":"The Home Depot","sector":"retail","website":"https://www.homedepot.com","account_url":null},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Report a damaged or defective delivery with photos; for major appliances, call within 48 hours of delivery.","evidence":["photos of the item and packaging","order number","delivery date"],"steps":[{"do":"Photograph the item and packaging before you discard anything."},{"do":"For a major appliance, call Customer Solutions for appliances within 48 hours of delivery (excluding weekends).","channel":{"id":"appliance-solutions-phone","type":"phone","label":"Customer Solutions for major appliances (damage, defects and returns within 48 hours of delivery)","value":"+1-800-455-3869","purposes":["damaged_item","refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"}},{"do":"For other items, contact Customer Solutions with the order number and ask for a replacement or refund, or return the item to a store.","channel":{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}},{"do":"If Home Depot does not resolve it, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Home Depot customer service (1-800-HOME-DEPOT)","value":"+1-800-466-3337","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"},{"id":"appliance-solutions-phone","type":"phone","label":"Customer Solutions for major appliances (damage, defects and returns within 48 hours of delivery)","value":"+1-800-455-3869","purposes":["damaged_item","refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"id":"customer-service-page","type":"portal","label":"Home Depot Customer Service Center (orders, returns, receipts)","value":"https://www.homedepot.com/c/customer_service","purposes":["refund_request","lost_package","damaged_item"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Home Depot Return Policy","value":"https://www.homedepot.com/c/Return_Policy","purposes":["refund_request","damaged_item"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Home Depot customer service (1-800-HOME-DEPOT)","value":"+1-800-466-3337","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["homedepot.com loads its help content with JavaScript; plain HTTP fetches return 403, and the return-policy exception sections did not render even in a browser."],"security":{"official_domains":["homedepot.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Home improvement retailer. Online-order help, price matches and price adjustments go through Customer Solutions (phone or live chat on homedepot.com). Major appliances have a separate Customer Solutions line and a 48-hour return window. The \"In-Store Return Exceptions\", \"Online Return Exceptions\" and \"Return Policy Exceptions\" sections named on the return policy page did not render in the browser on 2026-10-12, so those exceptions are not recorded here.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Home Depot customer service (1-800-HOME-DEPOT)","value":"+1-800-466-3337","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["homedepot.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}