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Reach Customer Care / Empty Package Delivered

I haven't been able to reach online customer service in the past 6 weeks (since COVID lockdown started). Currently, I have been on hold for over an hour. I have an order that delivered with the envelope that was already torn/opened via UPS, and the contents were empty. How can I get help on this?

Thank you,
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Posted 2020-05-18T15:09:51+0000  by Sawzall Sawzall

Hey Sawzall,

Thanks for your question and welcome to the community.

Here on our how-to community, we discuss the topics of home repair and unfortunately do not address customer care questions like yours, since we are not that.

However, have you contacted 1-800-HOME-DEPOT? This is the best number to reach them, or if they have given you some sort of email address, that would be your two best methods of contact.


Posted 2020-05-18T15:59:55+0000  by Joseph_HD_ATL
Hi Joseph, greatly appreciate the response. Yes, I have called's customer service multiple times and have been on hold anywhere 30-90 minutes and haven't been able to reach anyone. I think the whole COVID situation has impacted call centers and customers' needs.

Regardless, greatly appreciate the response and thank you!
Posted 2020-05-18T16:32:19+0000  by Sawzall
HI Sawzall,

You can file a claim with UPS, this is considered a freight damage issue, items damaged or missing. You have a 48 hours period to submit your claim, if this is past, I would contact them and submit a claim anyway. They are ultimately responsible for the safe and undamaged delivery of your items. 

In the future, if any items arrive in damaged packaging or missing parts always file a freight claim with the shipping company, this guarantees you will receive compensation, regardless who is responsible.

Posted 2020-05-18T18:47:45+0000  by Mike_HD_OC
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