The Common Complaint Customers Have About Home Depot's Delivery Service

These days, when you order something online for delivery, it's reasonable to expect your purchase to be brought to your door by a well-oiled machine in a predetermined time frame. The Home Depot appears to fall short of this, according to online reviews and comments. On Trustpilot, the brand has a poor rating of 1.7 stars, with the main complaint being the unreliable delivery service, resulting in damaged appliances or orders being weeks late (if arriving at all).

Reviewers on Trustpilot told stories of bureaucratic nightmares. One reviewer had a shower door delivered on a truck without a liftgate, so the driver struggled to get the box off the truck bed and broke a piece. The piece could be replaced, Home Depot said. A week later, the store changed its tune and said the whole thing needed to be picked up and exchanged. On the day of the pickup, no one showed or reached out. The customer discovered the tracking number for the collection was for an order nine years prior. "When asked why the carrier never contacted us, her answer was, 'Oh well, that's the way things go,'" wrote the reviewer. In the end, it took the customer hours of phone calls and corporate escalation just to get the item returned.

Another shopper ordered a refrigerator only to find out that, after weeks of notifications that the shipping would be delayed, Home Depot didn't even have the item in stock. Perhaps these shoppers should try buying their kitchen appliances from Consumer Reports' top choice, Abt Electronics.

Some customers who ordered online at Home Depot had issues with the delivery person rather than with the logistics of the delivery. One Trustpilot reviewer reported sloppy installation and bad advice from the store's associate that cost the homeowner $10,000. And these negative reviews are not only on Trustpilot.

Customers on Reddit discussed the issues Home Depot has with delivering. The original poster was fed up after two back-to-back delivery issues — one arriving on a day that the poster said they couldn't receive, and another shipping to the wrong house. A Redditor commented that the store uses third-party companies like DoorDash or Instacart, the same delivery services that often charge you more for your groceries. One commenter highlighted the flaw in this system, writing, "They apparently had 4 different drivers show up to pick up the items to deliver in their sedans, realize they needed at least a pickup truck, and it got marked 'pickup failed'." 

Yet, there is hope! In August 2026, Home Depot announced it would start handling its own express deliveries. Perhaps, by the time your kitchen is in desperate need of remodeling, these horror stories will be a thing of the past.