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Lowe's / poor service!

1 United States Review updated:

We purchased a Washer and Refrigerator from Lowes. About a month after purchase the refrigerator stopped cooling. We called Lowes service and they took a two days to get someone to look at it. When the (contracted) repairman came, he said there was a part required and it would take a week to get it. AND that we had to defrost the machine, since the problem was a defroster part.

This meant, of course, that we would lose all our food in the refrigerator.

We called Lowes to get this resolved in a more timely manner, in a attempt to save the food. Lowes showed some sympathy, but just threw up their hands and let it stand.

THEN the repairman called and said the part they ordered from the manufacturer arrived broken and that a new part had to be ordered.

ONE WEEK later, the repairman had not yet called to install the new part, so we called Lowes again. And got a shrug... tough cookies. So I called the manufacturer. They sent a person out the next business day, he opened up the frig, opened a panel, removed the old part, put in a new part and left. 30 minutes TOPS and it was fixed.

Lowes did NOT:
Make any serious attempt to repair the problem.
Follow up on the problem.
Must not screen their subcontractor repairmen very well.

I will never buy from Lowes again.

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  • Wh
      29th of Aug, 2007
    0 Votes

    I have no idea who is the buyer for lowes... but who ever he or she is..they are buying lots of mess in bulks cause I have purchase 2 lawn mowers and both are broke... meaning they won't start when pull the string and the bad thing about it I gave the lawn mower to them to fix and when I started it up to work they did not screw the top on it and the top fell the heck off the lawn more... I just feel that Lowes took my money for a lawn mower that suppose to work ... but check this out... when I went into Lowes the brand I had they had a lot on the floor that was used mark down... I did not have my receipt so they did not take my lawn mower back... just took my hard earned money for a piece of mess sitting in the back yard and by the way its the top of the line I paid almost 400.00 for this lawn mower... you pull the string and its sound like it wants to start up and never starts up... thief thats what lowes are... and the sad thing about it even tho I did not have the reciept they had it in the computer when I purchase the mower... did nothing but mess it up even more... and check this out since they did the service on the more the blade keep poppin off with the miss screw they left off when was in there care..lowes have to do better than this... will take my business somewhere else... just taking people money and doing nothing about the situation... oh by the way the man in the mower dept took a screw out of the mower that was on display... no wonder things falling apart... and he left the lawn morer on the floor I guess for the next victim... its a shame.

  • Me
      5th of Sep, 2007
    0 Votes

    Do not buy a warranty or appliance from Lowes. We have a Maytag dryer. The dryer will not start. I called Lowes 1 month ago to get the repair covered under the warranty. They sent out an inept repair technician that diagnosed a blown motor. A full week later he returned, replaced the motor and it didn’t fix the problem. He then diagnosed a bad timer and said that it would be an additional week before he could return to make that repair because he has various doctor appointments and such. When I called Lowes I spoke to a Supervisor named Christy and told her that the repair time was unacceptable and that the repair man was completely incompetent. The only response she would give me is “they are certified by Lowes” and “We have to let them make the repairs”. The needed repair is a $75 thermal fuse and thermostat.

    This experience has turned me away from Lowes, appliance and warranties. I have never had such poor service from any company!!!

  • Em
      25th of Sep, 2007
    0 Votes

    Aug. 12,2007 we purchased and brought home an unassembled 4-burner Perfect Flame gas barbecue with an infrared burner. When we were going to put it together there were no screws, nuts, bolts with the appliance. We went to Lowe's to get the needed nuts and bolts we manager of the grill department told us this unit was never sold unassembled and they would take it back and give us the unit already assembled. SO we went back home and trucked the extremely heavy parts to Lowe's. We were refunded the money and re-purchased the same model, arranged for assembly (free) and paid for delivery ($75) . When the grill came -- it was the wrong grill! It was a natural gas model. SO we had to go back to Lowe's and tell them whereupon they told us they would pick it up and deliver the correct one. It has been three weeks and the wrong grill is still here. It turns out they first have to pick up, log it in, then deliver the model we had actually purchased and the delivery service and the store could not get their scheduled together. So BOO to Lowe's for incompetence and slow service and making this customer very unhappy and unsatisfied and a non-returning customer.

  • Va
      16th of May, 2008
    0 Votes
    Lowe's - Poor service
    United States

    I purchased a troy built tiller in October 2007. I PAID 79.97 for an extended warranty which was told to me all parts were under warranty except normal wear and tear items such as oil filter plugs tires. The tine broke and I had to pay 75.31 for the repair. I think it wrong that an employee tells you the item is under warranty then you have to pay for it after purchasing a warranty. When I SPOKE TO Kim Lowe she was very rude with me while I was asking questions. The extended warranty was explained to me different than what I paid for. My support for Lowes has been damaged badly. Thank You for your effort in solving this matter.

  • Du
      3rd of Jun, 2008
    0 Votes

    The tines of a tiller are a wear and tear replacement part. Infact nothing is more wear and tear than the tines on a tiller, of course a protection plan would not warranty tines that are meant to be put to hard use. To assume that they should be covered under warranty is the same as assuming the blades of a mower would be covered under warranty.

  • Ro
      10th of Jul, 2008
    0 Votes

    I purchased a lawnmower last sept.used it twice and the thing cut off on me, mean time winter comes and no use. This spring and summer I have returned it twice for repair and still have all the same problems I started with! Can't pull the cord to start, leaking gas .I have shelped this thing back and forth to the store for service 2 times and it just keeps getting worse! I feel they really are not fixing annything just sending it out for service and tickering and saying it's o'k when it's not. Never in my life have I gone through so much trouble with a lawn mower and I paid over three hundred dolllars for this and thought I was getting a good product boy was I wrong they just take your money and want more to fix it! Lowes just says bring it back-easier said than done to shelp a lawn mower back and forth to the store. In the mean time my lawn has never looked soooooooooo bad because of this problem. Looks like I'll have to take my businesss else where !

  • Da
      24th of Feb, 2009
    0 Votes

    We purchased a washing machine including delivery. Before agreeing to paying the delivery charge I voiced a concern to the sales representative that getting the machine into the basement would be challenging. He asked if we had a washing machine in the basement already and said if we did that the delivery guys would figure out a way of doing it. Delivery day arrives and the delivery men decide that it is too difficult a spot and that they might damage the machine and were not prepared to take on the liability. We sent the machine back to the store as we were not going to pay for delivery which was to include installation and removal of the old washer. Upon returning to the store to settle matters, I discover that they automatically had credited my account for the price of the machine but did not reimburse the delivery charge. I was told that they had to pay the delivery company and therefore they needed to charge me. I asked to speak to a manager and was told they were not there and that I'd have to return the next day. I returned the next day and once again was told that the manager was not present. I explained that I was told to come back and finally they found another manager to deal with my situation. After waiting for more than half an hour they return telling me that the delivery charge had been credited to my account. Surprisingly when my Visa bill arrives I see the credit for the price of the machine but no credit for the delivery charge. Again I had to return to the store, explain the situation and finally was able to get someone to credit my account and provide me with a receipt for the credit. What should have been a simple transaction turned into a time consuming waste of time and frustrating experience for me. Initially I was prepared to pick up the machine at the store and deliver it myself, however after the headaches of dealing with the attempt by Lowe's to charge delivery for a service that wasn't completed, I decided to shop elsewhere. This was a surprising experience for me as they lead one to believe in their ads that customer service is their strength. In my case it was a muscle that needed more exercise.

  • Wh
      14th of Jul, 2009
    0 Votes

    I think all of you complain too much. Lowes is a large corporation and you all feel the need and the right to complain about every little thing. You see a large corporation as "$$$" signs; not as the business that they are. As I have worked for Lowes in the past, I would like to say that out of all the Corps. this is the -ONLY- and I repeat -ONLY- Corp. that cares about their employee's (Oh, but wait, that doesn't mean anything to you), I want to complain because my lawn grew grass.. I think you need to look into the sky for the answers on that one. Dealing with Customers that state that they have -no- clue what happened and the piece of machinery obviously was beaten to death.. "Hmm, I wonder what happened here." - Haven't you ever heard the phrase, "$150.00 if I fix it... $450.00 if you tried to fix it first." Same scenario.. think outside of the box; As i'm sure that they did infact bend over backwards for you.. You just want to bicker and feel as if what you did was right. My main comment to you is, "If you can't afford it.. Stop flipping burgers and come pick up my trash."

  • Me
      29th of Jul, 2009
    0 Votes

    Honestly whuflungpu, if you think it's wrong for people to be complaining, then why are you here? I also have had lots of issues with Lowes, the employees there and also their contractors. I could care less about the $$, when I pay them to do a job and end up with something less satisfactory, I'm going to say something about it. This large corporation might be the only that "cares" about its employees but honestly WHO CARES!! That might be good for the people that work there but most of the people that are complaining on this site DON'T! Hence, they're not all going to caring about us, the customer because we aren't the people that they have to deal with on a regular basis. Just my opinion of course.

  • 1o
      2nd of Sep, 2009
    0 Votes

    Today my husband and I brought my elderly mother's lawnmower in to see if Lowes would service the machine, I was directed to the return desk where a young lady who appeared to very unhappy with her job, I tried to explain to her my problem concerning the mower, she replied in a very hostile way that I couldn't return that mower. A nice young man from Lawn and Garden came up front I explanied my problem to him meanwhile Miss.Roxi walked off with a nasty attitude, discusing a customer with another. I felt as if she felt I was trying to steal from Lowes, My family and I have been dedicated customers of Lowes and have never been treated this poorly. I am a Human Resource director of a Large Healthcare facility in Tallahassee and I would never tolerate such poor customer service. Miss. Rozi's attitude and body language conveyed that she either didn't care to assist me or just didn't like the way I looked, she should be remaineded that you can't judge a person by their looks, I may have been just a little short patience because I was in pain I recently had a total hip Repacement but didn't expect such poor service.

  • 1m
      13th of Jul, 2010
    +1 Votes
    Lowes - Poor service
    United States

    To all that would order from Lowe's
    As a rule I shop for deals and service for several customers. From the better wood to the better services. Ones I do not provide. I tend to go between the three stores here and often settle on Lowe's. A few years back I had a customer that had issue with the service department. I bought the same product from them and had a sub contractor do the the customer 500.00 and she was happy but swore never again to get service or even parts from Lowe's and is now a Home Depot customer all the time...even if prices are higher. A small lose to Lowe's but still a lose ...and I had always had good relations with Lowe's.
    Now recently I sent a customer to Lowe's for cabinets and counter tops. I had done all the texture as well as paint and vanities...all bought at Lowe's...Then it came time for the cabinets and appliances, counter tops. I had set the floor and had set grout. The counter top guys show up and the cabinets were so far off we had to abort. The man showed up to fix the cabinets...used my tools and the was rude toward me. I let it go in the interest of getting it all done but the hold up left me waiting all day for their work to be re-done. That left the counter top guys waiting and me on hold. Waste of my time as a handyman is not cheap or something I can afford these days. Long story short we got the tops in.

    As the appliances showed up more and more issues. They would not put the anti tilt on the stove without an extra for a stove install they plug it in...yea. The cabinet was to close to put in the microwave so another call to Lowe's. The manager was rude the first time out and that held steady. Finally at 3 pm the cabinet guys showed...grumbled about having to come but finally moved the cabinets the small amount needed. Still leaving a 2 inch gap at the one end.
    Now as a contractor and self employed handyman I want to warn you all off...the early morning Lowe's prayer meeting when they swear to help and do and serve customers is a fallacy. They have terrible service. They will make your customers mad. If you need the services you are further ahead to contact the stone man, the cabinet maker, and the appliance store on your own. You will be able to save the customer a lot of money and a ton of aggravation. I will never again send a customer to them for service. I am still stuck with them for some things as I do still shop bargains...but be assured that their service was not a bargain, their cabinet people here in San Antonio were a nightmare and the manager we had the misfortune to deal with was rude at best.
    In this day and age where jobs are scarce and money is tight and you have someone spending thousands, these big companies need to be much more respectful and more service oriented.
    Best wishes to one and all of you out there. Hope this saves someone losing a customer due to a bad reference.

  • Sh
      14th of Jul, 2010
    0 Votes

    All I can say is I have gotten a stove and a fridge from Lowe's delivered and set up. Didn't experience any problems.

  • Ri
      22nd of Nov, 2010
    +1 Votes

    i am a current lowes employee i am a installation technician and i install Granite countertops for lowes. lowes bought my company years ago and since they have done nothing but screw us over. they have cut our bonuses, cut our overtime, pay us like we are garbage, and treat us like we are expendable when we aren't. Lowes is a horrible company because all they want is more money. GO TO HOME DEPOT it won't hurt my feelings any because i am leaving soon because of all the crap they make me deal with.

  • Sh
      20th of May, 2011
    -1 Votes

    Rick James, Lowes didnt buy your company A## hole, maybe if you worked harder and did a good job and took the liberty to go the next mile you would feel appreciated!!! And Melissa you will probaly get treated that way anywhere you go, it probaly your attitude. This is a business first and they are out there to make money!!!

  • Lo
      7th of Jul, 2011
    0 Votes

    Very well said! I am also a lowes employee and I see them bend over backwards to make the customer (and installers) happy on a daily basis! Some of the returns and repairs that come thru our store is unbelievable! I can't imagine how people think we are responsible for their abuse (stupidity) tip the product they purchase.
    As for the granite installer...i am a cabinet designer, I know for a fact that Lowes does not buy granite companies! Why would you say that garbage? I'm certain that IF you get treated poorly, its because you are a poor granite fabricator/installer! If Lowes would buy out some of your local granite shops, customers would not have to wait 4-6 weeks for their install!
    We work hard at lowes and try our best to give everyone the best customer service imaginable, try respecting us the same way!

  • Mp
      30th of Sep, 2011
    0 Votes

    We purchased a Samsung refrigerator from Lowes 2 years ago. We also purchased Lowes' extended guarantee. Since then, the refrigerator has broken 6 times. Lowes "policy" only takes into account events over a 12 month period, so there has to be 4 "breakdowns" before the appliance is eligible for replacement - once the 12 months are over, the clock starts again. So, since it did not break down according to their timeline we are stuck with a lemon. I completely have lost trust in Lowes and think this is just a dishonest and dishonorable way for them to do business. So now, I just have to pray that when the lemon breaks down it does it in the "required 12 month window"...and let's see what other "but" they come up with then.

    I will never shop in Lowes again!

  • Ag
      23rd of Oct, 2011
    0 Votes

    To the Lowe's employee that said Lowe's does not buy granite companies you need to check your facts. They did buy and own and operate said type of companies. Get your info straight then make such a statement.

  • Jo
      24th of Oct, 2011
    0 Votes

    Lowe's care lees about there employee's, Thay closed the store in Brown Deer, Wisconsin, no notice to there employee's, Open Sunday, closed that night, Corp came there monday morning took the signs down, Just closed. Thay loaned 2.5 Millon dollors for the store to open in Brown Deer. Brown Deer tax payers are on the hook for the 2.3 Million. Never Let Lowes Build in your nabor hood or loan money from the city. Thay will screw you and the there Emp. This is the pictures of the sign on Monday morning. Wisconsin Will not Lowes build in this state again.

  • Fr
      17th of Nov, 2011
    0 Votes

    Lowe's has in fact bought counter top in various locations around the US. They thought the fab shops were making huge money and they wanted bigger piece of the pie. They quickly learned, in about 6 months; the fab side of tops wasn't as profitable as they thought. Any fab owner could have told them that. There is no profit in building counter tops for Lowe's. Fab shops still get paid the same that they did about 5 years ago. Recently, the price of LG Hi-Macs tops at Lowe's went up $3 per foot. Lowe's keeps $2.50 of that and the fab shop keep gets cents, base that on a 25 sq foot job and the fab shop now almost has enough to pay for getting a saw blade sharpened, not to mention that LG raised the cost of shipping to the fab shops a week after the price increase. You folks that say Lowe's cares, think again; if they cared they would use licensed craftsmen as most state laws require, not shirk their responsibility and send any warm body they can find!

  • Re
      24th of Feb, 2016
    0 Votes

    Order Jan 27 said it would be 3 to 4 days Feb 23 lowes called said it was in and at customer service and waiting for me to pick up, went in to Lowes to pick up and waited 20 minutes still waiting, told them to keep it I'll go to Home Depot.

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