Lowe's’s earns a 1.4-star rating from 14 reviews and 2212 complaints, showing that the majority of home improvement enthusiasts are dissatisfied with their purchases.
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harassment!
I had taken my son to a Wrestling match on 12/27/2007 I happened to see Zone Manager (Cesar) I said hi and kept on walking, on 1/4 , I was back in Matamoras, I had seen Cesar and we spoke briefly about the event in the receiving area, Rick said to me "oh you went to see the wrestling match too" I replied yes I actually had a good time, just watching my sons face light up! then Mike Mongioi said " I heard the only reason you went is to see the best Bikini contest they had for the girls, is that true"
I could not believe what he had just asked, I was mortified, I can feel my face turning red for being put on the spot and embarrassed like that in front of 2 other managers, I kept my cool and looked at him and replied "the bikini contest was inappropriate for young children to see, it should not be part of the event" he replied "well that's what I heard, you only went so you can see the girls take off there clothes, I'm just trying to find out if its true or not"
I said to him, like I said Mike it was inappropriate.
After that had taken place I gave my boss excuses so I would not have to back into the store, I felt like everyone knew about my lifestyle. Only two people know about my lifestyle in that store, it's not something I announce to people or the world, everyone is entitled to an opinion and some people are against gays and take action to it, so I keep it to myself.
incompetent installation
I gave cash up front to Lowe's for a quartz kitchen counter top. The product was flawless, but the installation was incompetent. I have been trying to get it resolved since March 25th and it is now June 18th. After paying $3500 they will correct the mistake if I pay them $500 more. My advice is stay with local home improvement and send Lowe's to Afghanistan. The Taliban wouldn't stand a chance.
The complaint has been investigated and resolved to the customer’s satisfaction.
Box stores are not what they used to be. They are fighting back nowadays.
www.elitecountertops.com use only the professionals.
They will not pay service provider for approved warranty work
Whirlpool refrigerator purchased at Lowe's, Sherman, TX, and was sold Lowe's Advantage Extended Warranty by Lowe's sales person. Lowe's Advantage approved work to be done by Buddy's Plumbing and Appliances in Antlers, OK, on 11 Jan 2007. They promise to pay them for work done after each contact, however they have not been paid by Lowe's Advantage to date. Last spoke to Cory (Supervisor) at Lowe's Advantage today 02 Jan 2008, and was advised that I should not contact Lowe's Advantage again.
I bought an Lg refrigerator a little over a year ago with the 5 year warranty. It’s been three months now. I have called corporate 2 times. The company that is responsible for fixing it gives me the run around and lies every time I call. This is the craziest thing I’ve ever been through in my life. Thanksgiving is 3 days away and all I get are broken promises. What a company!
I bought a Whirlpool side by side four and a half years a go. Still "supposed to have a warranty".This appliance has a meat bin in the freezer that is to narrow for the rails and when you try to pull it out it drops off one rail.I know you're thinking why now are you doing something about this problem.Truth is its a situation that only requires using the pull out the drawer two or thre times in four years to clean it.But the main thing is its still under warranty.I've been jaw boning Lowes and that half a**s company that handles their warranty coverage(Sevice Advantage) They're telling me that its a cosmetic issue.I talked to Whirlpool about this and its to late for them to do anything(whatever happened to goodwill service).They also told me its a cosmetic thing.The lady also told me its a common practice for appliance dealers to steal parts from one refrigerator to go on another one.Lowes warranty ***.
Lowes Banking GE Bank Service Provides extremely poor customer service. It looks bad on their part to have a customer request closing an account due to poor service so they find ways to close on the customer. I requested in sept to close the account due to poor service. I paid the account to zero and requested customer service to close it. I was told it would be closed once the payment was processed. Since you can not see the records, you can only trust that customer service person will follow up with your request. That did not occur. What did occur 30 days almost to the date of my request was a letter from Lowes GE Bank closing my account for poor credit. I found it amazing that this random audit occurred after I made my request and after I had paid my account to zero! When I asked to file a formal complaint Lowes customer service supervisor gave me a PO Box that was on the form standard letter sent to me.
Beware of these bank services centers. In these poor times, they are out to protect their rating not the consumer. With the rates of 19% and above, they want to collect as much money as possible from the consumer.
After reading numerous complaints on this website...I see that GEMB/LOWE'S Home Improvement has screwed alot of people. There has got to be something that can be done about companies who have bad business practices that harm the consumer. Aren't there consumer protection agencies? I to had my account, which was in good standing with a zero balance closed without notification. I'm pretty pissed off about this, especially since Lowe's is the only home improvement store in my area locally. I'm determined to travel the 20+ miles to find a Home Depot...even if they are more expensive!
They put the signs of the for sale items above those items and in front of another item. So you see the sign think that it is for item right in front and you purchase that item, when instead it is for the item below. (Well it says granules not liquid -didn't you read that). Shame on them for trying to trick us. Be an honest store with honest products and we will purchase those products. We know you have to mark up prizes to make money, but we don't like to be tricked and duped.
There is a bad customer service in this local and only store in Laredo.
We waited for 30 mnts and nobody even showed up to attend us the store close and everybody was so annoying and just ignored us. I believe all are busy but then at the end they didn’t even have the god dam window that I was looking for at least they could say sorry or something, but no nothing that *** *** special if the stupid *** or manager was there. I work with people and I don’t act like that so is somebody is going to pay attention. I would really appreciated some nice people to attend us.
Lowe's contracts their installations with Harrison Flooring. They made such a mess when grinding our floor, it took three hours to clean. No one was designated to clean the mess. The contract we signed did not address cleaning up their mess. The installer was coming to lay tile and we had to prepare the floor for him.
In the spring of 2010 we purchased 3 bright effect cfl bulbs, thing we would be saving money and the enviorment, wrong. With in 1 year the first bulb failed with less than 300 hrs of use, 4 moths later the second bulb failed.
This short lifetime is a rip-off to everyone this should be dealt with some how.
Cfl should last as advertised, just how can we bring the bulb industry to resolve this?
Tonight we went to Lowes in Mill Hall, Pa because we are remodeling our bathroom. We purchased a vanity, mirror, lighting, faucets, fixtures, and electrical supplies. We were in the store for over 2 hours. We spent an hour and 40 minutes waiting for assistance in 2 departments. The gentleman in the bathroom appliance section was waiting on people and there were 2 gentleman in the kitchen appliance center just chatting away with each other. Never once did they ask if they could help us. Other employees passed us just standing there and Never asked us if they could help us. Once the man who worked in that department was available, he helped us with what we needed. An hour and 10 minutes is what we waited for for a simple faucet question! We got our other supplies and went to the light bulb section and we asked a girl for help. She said she didn't know too much and would get us help. No one showed! We were there for a half an hour for a light bulb. We said heck with it, we will shop somewhere else. I told the checkout lady that it was crazy how long we waited for help. She did not say a word. Not one word. So when I left there I got on the phone to tell my mom and dad about my aweful experience and my mom said that they were at Lowes in Montoursville, Pa today to buy a pull behind trailor. She said there was a line at the cust service desk of people complaining about not getting waited on and the lowsy customer service. I am passing the word along as far as I can. People should shop somewhere where they get treated like they actually want their business.
People should know that Lowe's and its corporate officers have no regard for its employees or their families. They hired a private detective to follow me (when I was an emplyeee) in order to find evidence of misconduct so they could fire me rather than provide my retirement benefits. When this failed (there was nio misconduct) they provided the information gathered to my then-wife to use in divorce proceedings, alleging that there was evidence of adultery. There was not, but the company hired a divorce lawyer for my wife and pressured the Wilkes County, NC, legal community to deny me representation and effectively denied me my parental rights without regard for the welfare of my child. My ex, who is still an employee of Lowe's Corporate Office, has since denied me any involvement in my child's life and has displayed abusive behavior toward my daughter. All this is made possible because Lowe's has so much influence inb Wilkes County. Every lawyer I've contacted has said they could not help me bacsue the Wilkes County legal system is too corrupt. Judge Mitch McLean and attorney Jay Vannoy are best froiends, went to school together, and Judge McLean worked for Mr. Vannoy's law firm before he somehow became a judge. The lawyers know this and told me so. Lowe's is the same unethical companyt it has always been since its start in the illegal moonshine business. This all may be inflammatory, but it's also all true. I have proof.
terrible experience!
We purchased $4000.00 worth of Georgia Pacific Lumber from July to September for a Deck project. My contractor used a laser level and installed all the lumber properly (this was not his first deck to build!) he knew what he was doing, at the half way point he realized the lumber was not uniform, one piece might be 7 1/2" wide and the next was 7 3/4" wide. Of course this made the finished product look bad. Lowes/Georgia Pacific came out took pictures and samples of the wood and said they would do what it took to make me happy. After 2 months of trying to talk to them, they lost the pic. and wood and now say My contractor is to blame. WHAT A CROCK OF! I am getting a lawyer! I will take the deck apart piece by piece and nail by nail to get my money back if necessary!
We purchased $4000.00 worth of Georgia Pacific Lumber from July to September for a Deck project. My contractor used a laser level and installed all the lumber properly (this was not his first deck to build!)he knew what he was doing, at the half way point he realized the lumber was not uniform, one piece might be 7 1/2" wide and the next was 7 3/4" wide. Of course this made the finished product look bad. Lowes/Georgia Pacific came out took pictures and samples of the wood and said they would do what it took to make me happy. After 2 months of trying to talk to them, they lost the pic. and wood and now say My contractor is to blame. WHAT A CROCK OF !. I am getting a lawyer! I will take the deck apart piece by piece and nail by nail to get my money back if necessary!
I purchased shutters for a window that had to be special ordered. Upon ordering, I was told it would take 30-38 days for delivery to my home. After the 38 days had expired, I went to Lowe's and spoke with the asst. mgr. who assured me the scheduled delivery would be in one week. Again, I did not receive the shutters. My next call to the store manager, disclosed a problem in shipment and the 'new' delivery date would be in one more week. Over three months later, I still do not have my shutters. The charge was placed on my first bill and was paid to Lowe's long before the the 'original' scheduled delivery. I made many calls and wrote letters to the store manager. I have asked to speak to the district manager (they will not give out his name) and employees insist he will contact me in a short time. To this date I have not had any contact from the district manager. Unfortunately, I too will have to file a claim in court to get my money back from Lowe's. Before my undelivered purchase was made, I was warned not to use Lowe's by a co-worker who had a horrible experience with Lowe's when buying an expensive exterior door and having them install it. Honestly, I'm surprised they are still in business. I will never use the services or merchandise from Lowe's for my home or business. I recommend other folk heed this advice and use the same judgment.
Why did you let it get this far? Any contractor worth his salary would inspected,measured and sorted the lumber before ever putting in one screw or nail. I would say your contractor was at fault. If he would have looked over the lumber, he or you could have avoided this mess by simply returning the deck boards that did not work.
Many complaints I have read regarding Lowe's - from their anti-smoking policies to complaints like this one. I've bought lumber over the years from Lowe's (returned some, other pieces I cut) that were warped or otherwise not the size so stated in width and length. So I did take not of what you wrote.
Another issue I have with them is their rebate offers, apparently they can't honor them the way the sales people clearly state at time of sale. I'm in a duel right now but getting no place fast, sort of like, "my way (Lowes) or the highway."
Had this one salesman or employee, offer me this piece for my drier saying, "this'll work." Hah, when the installers from Lowe's came to install our new washer and dryer, the installer profoundly confessed to me, "this attachment won't work on this dryer." Hello!
credit card misleading
I purchased a Troy riding mower from Lowes for $1,065 on their 12 month no payment 0% down.
I would receive a monthly statement saying I owed $0, so I began ignoring the statements as only 7 months had passed. Well i started receiving phone calls from Lowes saying I was 2 months passed due. I called them back and of course spoke to a nice Indian guy at a call center in India... He told me to go down in person to the store to sort things out. At the store I was informed the GE money holds the credit accounts and to contact them. I was informed by GE money that I made addiotional purchases and this voided the 12 month deal.
This no so pleasant cutomer service rep informed me I made those purchases and I disputed the claim still wondering how after 7 months I was being chraged finances fees and late fees?!?!?!? I received notification from GE money showing a signature which was little more than a dash for the additional purchases, a signature which was not mine. I disputed the claim but all the while I was receiving approx. 12 phone calls to my cell phone a day and another 12 to my home phone number. THis went on for weeks with harassing calls and when I would pick up there was noone there just an automated message.
Anyway, Lowes and GE money have refused to work with me and BBB and comsumer affairs have offered little or no assisance. Basically my decision to purchase this product has ruined my previously perfect credit.
Avoid Lowes at all cost...
If you made a purchase at Lowes and the 12 months no interest and no pay was entered in correctly, there is no way that there would be interest applied. Furthermore, additional purchases can not affect previous purchases that are on the 12 months no interest and no pay. Additional purchases can and will be charged interest and require a monthly payment unless those charges were also put on a 12 month no pay or interest. The resolution is simple. A Manager from Lowes can call the Credit Center and request that your purchase be placed on the 12 month no pay and no interest and that the interest and late charges be waved and all charges credited back to the customers account. Understand that Lowes is under no obligation to the customer to make such a request, but in most cases where there has clearly been a mistake by the store, the decision to absorb the cost can be made.
It is worthy to note that bill management is the customers responsibility and if there is an apparent issue, waiting 7 months for it to just go away is not an acceptable practice.
thanksgiving with no refrigerator
The good news: My Frigidaire sidebyside compressor failed one week before the warranty expired.
The bad news: Warranty service is in the hands of A & E Factory Service. I had to wait several days (called Monday morning - appointment was for Thursday 1-5p.m.) before a technician could come out & verify that the compressor was bad. He showed up about 4:30 p.m. & pronounced the compressor dead in less than 2 minutes. I had to take off an entire afternoon from work. The technician went on & on about how shoddy my refrigerator was & how most of the compressors used by Frigidaire don't last more than a year or two. He said they had installed 20+ Frigidaire compressors this week already. The technician said he would 'rush order' the compressor to arrive Monday and scheduled installation for Tuesday, 1-5 p.m. (another afternoon of my vacation time wasted). I asked the technician if I needed to call the [protected] number when the parts arrived & he said 'No, that is all tracked through the system'. When the parts didn't arrive Monday as scheduled, I called A & E Tuesday morning to inquire. The nice lady on the phone informed me that my parts hadn't been shipped yet according to her 'system' (one thing this company doesn't have is a 'system'). The parts finally showed up about 3:00 p.m. Tuesday, well within the 1-5 p.m. repair appointment. I immediately called A&E to make sure the repair would take place as scheduled now that the parts were here. The nice lady on the phone informed me that the appointment for which I had used 4 hours of my vacation time was only 'tentative' based on the parts arrival, which according to her 'system' had not shipped yet. I said the parts were here and it was between 1 & 5 p.m. & I expected a technician to keep the appointment. She said that was impossible but she would be happy to schedule another appointment between 8 am - 12 pm Saturday. I've already missed 8 hours work for this bunch, now I have to give up a Saturday as well. Worst of all, the intervening Thursday was Thanksgiving Day with lots of family coming home to grandma's, expecting the usual feast she prepares. We gave thanks all right, thanks that we don't own any other Frigidaire products, never will again either. When I found this website I was astonished at the number of websites dedicated to the poor service of A&E Factory service. As I was reading the litany of complaints, I notice one fellow whose repair was delayed an additional several days because the receiver/dryer didn't arrive with the compressor. When I called A&E to make sure the same thing didn't to me, the nice lady on the phone informed me that the dryer was a 'truck part', that is, the technician is expected to have the parts on his truck. I doubt seriously if the nice lady on the phone has any idea what a receiver/dryer is but, tomorrow is Saturday & even though I haven't gotten a confirmation call from A&E yet, I still have hopes of a working refrigerator before Christmas-or New Year's-Easter, maybe?
The complaint has been investigated and resolved to the customer’s satisfaction.
terrible work done
Tuesday, October 02, 2007
It all started on April 25, 2007 when we bought carpet from Lowes and the installers show up to install the carpet, they are will Helm's Flooring. There were 2 guys and neither could speak English and we tried to communicate to them because we had an emergency plumbing issue that morning and needed them NOT to install in the hallway until the plumber was finished. We ended up having to get on our computer and find an online translator so we could communicate with them.
After they left a few days go by and we start getting poked in the feet and cuts from the tact strip that they put down, we called Lowes who sends the same 2 guys back out and they hammer down the tact strips even more, til this day we still get poked in the feet in certain areas of the carpet.
Fast forward to August, we head up to Lowes to purchase new flooring for out kitchen. We speak with Brendon who is the sales guy, we explain to him what we need and we decide to purchase the floor explaining to him the head aches we had with the guys who did the carpet install and that we want different installers this time, he assures us it will be different people. So someone from Helm's Flooring comes out to measure the kitchen and we also explain to him the past carpet issues and that we wanted different installers this time and he assured us they didn't have anyone on their crew that didn't speak English and that we had no worries. A week or so later we get a phone call to schedule the install which is when we speak a woman from Lowes (not sure of her name) and she assures us it will be different installers as well. So 3 different people assured us it would be different installers.
So September 6th 2007 comes and the installers come to install the flooring and it's the SAME 2 installers that did the carpet! The come into the kitchen and one of them starts to bust up my old floor with a hammer, huge pieces were flying and the other guys says something to him and so he stops busting up the floor and starts to piece it back together like a puzzle (I have pictures and floor pieces saved). They then begin to lay down the sub floor and try to use staples which will not hold so they go get nails, they get that down then they put the Vinyl down the whole time we are trying to communicate with them about errors and they cannot understand us at all. They get done and we try to ask them questions and they cannot understand!
At this point I am angry because they could not understand us and because of all of the flaws that are in the floor, you can feel the sub floor popping up and down under foot, there are HUGE air pockets etc. I felt lied to about who the installers would be and so on. SO I call Lowes headquarters and complain. Lowes called to see how the install went..My husband answered the phone and told them that yes the floor was installed but he wants to know why we were lied too from 3 different people about who would install and that the floor was not done right...well the guy says he's gonna find out who dropped the ball on that and call us back tomorrow.
The Store manager called us and spoke with my husband and said the someone from the installation company would be out to examine the floor and then someone from the company would come look.
So the SAME 2 guys that installed the floor came out but they had someone who did speak English with them from Helm's Flooring (Chris) to examine the floor (who could not communicate with them either by the way), Chris tells us he'll give us $100.00 off the install because they only make $200.00 anyway.
We explain that is not acceptable because we want our floor done correctly, after spending $1,038 on the floor I would like it to last at least. SO he then says that they will have to replace the floor in order for it to be right and he'd call us that evening with an install date. That evening we get a phone call from Helm's who says that he is not going to replace the floor he's going to come out and take the left over scraps we have and cut pieces out of our floor and seam it together which I said I did not think was acceptable because I paid for a solid surface floor and if he pieces it together I might as well just bought pieces of peel and stick and put that down.
Lowes then calls us back (they never did send someone out from Lowes to examine the floor by the way) and says that they are going to replace the Vinyl. So they called us the last week of September and give us an install date of October 1st, 2007. October 1st, 2007 comes and the installers show up from Helm's Flooring Eddie and Darrell we believe and they look the floor over and start to put staples all over the floor then one of them says "I'm not gonna put this Vinyl down there is absolutely no way it's gonna go down and look okay, you'll have issues with it in a few weeks and it's still gonna have seams that are going to be very visible, I cannot put it down in good faith!" He stated that if we insisted he put it down he would be as he said it will not look okay.
SO I ask him if this kind of flooring isn't going to work in here then why I was not told that when I bought the floor and that I felt like they lied to me and he agrees and says they did lie to me and that the way he says "You know what? The way I see it Lowes owes you either your money back or a new kind of floor!" and then goes on to say he would recommend Laminate flooring because it is the only thing that will go down in the kitchen and look right and last. He then goes on to say that he is going to go back to Lowes and tell them they need to let us come back up there and pick out a Laminate and that Lowes should be the ones paying for the flooring upgrade because they owe us a decent floor. They leave and he says they will be calling us to let us know when to come pick out our flooring.
We then get a phone call that same evening October 1st from the store that says we can do the Laminate upgrade and it will cost us more but they will give us a 15% discount. OR they will come out and rip up the floor they installed, give us our money back and we can part ways?
This is rather upsetting to myself and my husband due to the fact that we would not be in this situation had someone come out to install the floor that knew what they were doing, and could have communicated with us to begin with. Here we are a almost a month after our floor was originally installed and we paid over $1,000 for a floor that isn't done correctly and we get a phone call saying we need to come up there and spend more money or let them rip out the floor and leave us with a horrible mess and go on their way! Pardon me for sounding irrational but I am certain had this been anyone else they would be just as disgusted.
poor customer service!
Lowe's customer service desk in Burbank, California is terrible! The staff behind the counter need a thorough course in "Customer Service." While waiting in line at the customer service desk for 25 minutes, another mini line was started and now it was my turn to get some help from the customer service staff. But, hey... the clerk did not bother to ask for the next customer in line. Instead, the clerk took the customer who just walked in the line. As a result, everyone in line was disturbed by this.
This happens quite often at the customer service desk. Everyone at that customer service desk do not know how to handle a customer with politeness. Instead, after being helped, most clerks at the customer service desk don't smile and don't welcome you to their store or even thank you for shopping at their store. It's these kinds of staff that make customer service bad, and give the customer a second thought about not coming back to their store.
Lowes in Burbank is the worst when it comes to customer service. For some reason the employees seem to assume that the customer can read their minds. A couple of days ago i decided to buy some blinds. I had my measurements and was ready to go. The only problem, there was nobody to help except for one employee who was busy talking to a client she was helping about her entire life while she took her time cutting the blinds. I approached the two and stood behind the customer so that the employee can see me, hopefully take a minute and inform me of what i should do or if i was in the right place for what i needed. Nothing! I continued to wait until another employee showed up and proceeded to ask me if i needed help. As i was explaining to him what i needed, the employee who was helping the client adressed her co worker with " there is another line back there". That is when i asked her why she did not inform me that there was a line somewhere else. To make a long story short, we went to the designated area but found no line except for two ladies that needed help with special order that only the employee chatting with the client could do. I asked to speak to the manager and to my surprise she siad she was the manger. She obviously did not know how to manage. Instead of holding everyone, she could have given the task of cutting the blinds to the other employee while she took care of the other customers instead of engaging with her client in rude comments about other customers in the store. HORRIBLE. I wasted my day and had nothing done at the store. I will never shop there again.
Lowes customer service is beyond unacceptable! I ordered a washer and dryer and nothing has gone right! Delivery time nothing! Then I call customer service and she says she is too busy to listen, cuts me off and transfers me. Will not deal with Lowes again esp Meriden Ct store. NO customer service
I've been shopping at Lowe's for many years, and I will agree that this does happen sometimes. Here's my take; in any workplace, you have two types of employees. Some have a sense of pride in what they do, and make a solid, good faith effort to doing the best job they can do. Unfortuneately, these employees are rare birds. The majority of the employees just come to work for a paycheck. They arrive to work, mope through the day, and in general will be as lazy and unproductive as their managers allow them to be. These kinds of people are the type who fail, and are completely content with that. So, I'm feeling for ya Gail! As a consumer, I experience these types of things all the time, and as a retail manager myself (not with Lowe's), these are things we really need to strive to correct!
faulty install and a faulty repair
May 2006 I contracted with Lowes in Schenectady, New York for the install of 800 square feet of carpeting in my basement. The install also included to the top of the stairs but not the landing. There is a metal threshold at the top of the landing separating the carpet from the non carpet. I also ordered a commercial grade carpet thinking it would wear better since I have three young children.
They came to measure and install carpeting on schedule. A few months later after the May 15, 2006 install I noticed the seams getting frayed. It was looking worse and worse every week. I had no idea if this is normal or not since this was my first experience with wall to wall carpeting. I called Lowes and they said they would contact the installer to schedule an appointment to come take a look. I waited and after about one week I finally called back. They called the installer again and the installer did come out to take a look. He told me that the fraying was normal and that I should take a scissor every couple of weeks. He said it was repaired so I signed off on the work order. Then a few months later (still within the one year Lowes warranty) the fraying turned to massive amounts of pulling. There was huge gaps of carpeting missing and pulling out from the seams. I called them again and after repeatedly calling them finally got someone to come over. I also told them that the metal threshold at the top of the stairs was not attached to the floor and it was dangerous. The installer did a cob job repair job and tried to tell me that he couldn't attach the threshold. Again I naively signed the work order.
The seams on my carpeting just got worse and worse. The fraying continued and threads are coming out all over the place. The last straw was when I was vacuuming and going over an area that I didn't see any frayed carpet and the carpet proceeded to get sucked into my vacuum. My four year started screaming that something is on fire. It broke my vacuum's belt. I called Lowes immediately. It was August 2007. My one year warranty was expired but the install manager said he would come out and take a look since I had previously had a problem during the warranty.
He came took alot of notes. He agreed that something was wrong with the initial install or the carpeting or both. He said he would have another installer come out right away. He promised I would hear from him the next day. Well, Of course I never heard from him again.
After one week I called explained the situation to another person. I was told that my warranty was expired and there was nothing they were willing to do for me. Even though they had done a faulty install and a faulty repair they were not willing to do anything.
After much talking they said they would give me half my money back and If I want any money back I have to bring all 800 square feet of carpeting and padding to the store. How absurd. My husband and I are suing them in Small Claims Court for the full amount of our money plus damages to the vaccum cleaner. I am very disappointed in Lowes. I feel they are taking advantage of the consumer when they allow subcontractors to do temporary repairs then claim the warranty has expired. A repair should obviously be long term and it shouldn't matter that I signed the work order. Lowes should do the right thing.
The complaint has been investigated and resolved to the customer’s satisfaction.
Do you have a soft copy of your contract for installation services that you share with?
I would like to personally take a look at their warranty policy and how they guarantee their installation services, and what they must do when the low quality service is provided.
Can you send me a copy of your installation service contract?
Thanks
Brian
horrible customer service & management!
My husband and I visited the Lowe's in Rancho Santa Marquerita, CA to purchase a gas grill. When we arrived we looked at the grills outside the store and then went inside and looked. We were ready to make a purchase and waited and waited and waited some more while there was a group of 4 - 5 employees near the door having a great time talking between each other. I finally went up to get one and he came reluctantly. We showed him the grill we wanted and he proceeded to enter the sale and we chose the following Friday as our delivery date. We paid at the cash register and went home.
The following Thursday I found out I could not take Friday off so I called the store to reschedule the delivery date. The young man on the phone said he would cancel it and put us in the only opening left for Saturday afternoon. A little while later we received a call from the delivery service saying they were delivering the next day. I told the caller that we had rescheduled for the Saturday. The caller said okay and hung up. On Friday evening we had not received a call about when they would deliver the next day so I called again. I was told (by the same person who I called the prior night) that we weren't on the list for Saturday deliveries. I then asked for a store manager. Another young man claiming to be an assistant manager came to the phone and said he would add us to the list the following morning before the deliveries started. I decided to call the store again a few minutes later to double check and found out we were on the list. My husband got upset that one of the two of them were lying to me so he got on the phone to ask the truth as we weren't going to stay home all day Saturday waiting on delivery. My husband did not like the attitude of the person on the phone and asked to have the sale canceled as he was going to Home Depot to buy a grill. The ###'t store manager said fine, good, go to Home Depot, etc. and hung up. The next day my husband called to talk with the store manager to tell him what took place. The store manager said that the ###'t store manager had never talked like that so in reality he was believing his employee over my husband, a customer. My husband told the store manager that perhaps he was learning from him as he didn't care or ask what he could do to save the sale and get the grill delivered. His attitude was give a &(*)& and that is what his assistant manager did the night before. Not once did he sincerely apologize to my husband. We are now going to take this matter up the food chain as the store manager does not know how to manage his people or to save a sale that could have been saved if he had asked what he could do and sincerely apologized.
Stay tuned as I will keep going up the chain to ensure that the honchos in the executive offices know what is going on below them.
Sincerely,
New owner of a grill purchased at HD yesterday.
Heh I could post on these things all day. As a former Lowe's employee I've have a lot of experience with all the things mentioned here.
1. Cheap people - they are everywhere and they piss me off, but Lowe's is SUPPOSED to do anything and everything they can to make even these people happy, unfortunately even if it means refunding money for an item they didn't even buy at Lowe's or waiving a fee. This is considered "service excellence"
2. Rude people - some customers have short fuses, even if everything goes fine. A bad experience at Lowe's or any retailer sticks in your side like a thorn because as a consumer you expect the system to work. The sad truth is that the system does not work for anyone but the top executives, who make money no matter what happens (reverse stocks, severance pays, insider trades, etc.).
3. Management - every position at Lowe's requires you to be a certain type of person. This is how they can legally advertise that it is a great place to build a career. IF you agree to what they ask you to agree to then you can "move up". Moving up isn't for everyone though because the only hook they have is more money. Everyone wants more money right? Wrong. Aspiring for money like this locks you into a system you soon realize you do not want to be a part of, i.e. working 15 hour days and getting paid for 8 because you took a salary position, or being called in for a 3rd shift on your day off, or being the fall guy when complaints come roaring up the ladder. A Lowe's manager ends up being a washed up 35-year-old basket case that relieves their frustration with their life decisions by drinking and cackling over who's getting written up or fired the next day (it really is that way), and THIS is the root of why they tell customers to go sit and spin, they just don't care.
4. Business - Lowe's prides themselves in great service. This is their marketing drive, "Great people with great service" Customer service, however, is far from great and rarely excellent. This stems from the General Office making decisions based on where they can save more money (like they need it
So on feb 15 we go to lowes to purchase a upright freezer, great the guy found the one we wanted and it was actually on sale, Yeah! we waited for him to enter the information on the computer and off we go to pay for it.
My husband used his debit card put in his pin number and voila... oh wait, the receipt did not come up, an error message come up instead.
so the cashier tries to reprint receipt and nothing, she tried several times and nothing, she said she was going to call who ever it was to find out if the payment had gone thru or not, while she was on the phone i called my bank from my cell phone, after all if the bank said nothing went thru, we could just re pay the transaction and be on our way... right?
The bank said the transaction went thru automatically since, we used pin number at the register.
meanwhile the cashier finally got someone on the phone, and after 20 minutes later they told her to do the transaction again as cash, until they could figure out what happened.. This was on a Saturday, our freezer was supposed to be delivered on sunday, .. she gave us a receipt.. and we left.
Next day, on sunday, she called us and said that we had to go back to the store and pay for the freezer again because it was not showing on their system or else we would not get the freezer delivered on sunday. later that day we drove by lowes again with the receipt we had, we explained the whole story to another cashier, *head Cashier* she checked out on the computer and her answer was, I am not sure what they are talking about, It shows this transaction is completed and you are fine, they should be calling you later on to schedule your delivery. We came back home again, by the time we got home the delivery team actually called us and tell us that they were going to deliver our freezer on monday between 9-1pm. a little after they called the cashier that actually did the original transaction called us back and said that the freezer would not be delivered until we went there to make a payment, We went online printed out the transactions from our bank including the particular purchase so they could see that it was actually paid for. We drove by lowe one more time, with receipt, print out from the bank, and talk to them again, they called someone again, i assume their 3rd party billing ppl, or whoever process they transactions, this time the girl was put on hold for 40 minutes, after all that time they tell her that they couldnt do anything until tuesday morning, since it was presidents day, we did not pay for the freezer again because as it was ... from our side of the fence, we had already paid for something we have not received.
tuesday comes around I called them and they said that they were working on it, and that they would call me back that day, tuesday went by no phone call, wednesday i called again spoke to peggy on cash office, she said that she would check it out and let me know, she never called me, i called again today, she said that some one named Dora, was taking care of that and that they would call me... I have called them again and again and for them it shows that the transaction is not there, shows as pending, I called my bank and asked them if by any chance that particular transaction could be pending, they said it had been paid on the 2/15 the money has left my account and that the store has it.. Now is thursday, i have no freezer or money back, I DONT want the freezer anymore, I am now fighting just to get my money back, and every time you call No one seem to have a Freaking clue on what the heck they are doing, the left hand does not know what the right hand is doing and so on...
How the hell a store like that still in business.. I am at the end of my patience, Tomorrow i am going to go back there with my lawyer this time, I am not waiting another day...
Dear Sirs:
I will not be building somthing with Lowes anymore, until you stop the imoral and disgusting attitute of not allowing CHRISTMAS in your advertizing agenda. I have built a lot of projects through our church and convention. I have recomended Lowe's many times in the past 10 to 15 years, rest assured that has come to an abrupt end.
Happy Holidays.
Ex customer.
Yeah, why do the customers feel they can disrespect , yell , curse and sarcastically belittle any retail sales associate and sometimes even management? And then take it even further to a corporate level, its like a grown taddletale . You have many options to buy your oh so important grill. This Will guy also has no idea. And I would believe my assistant manager over a customer unless it has happened before. To the original poster GET A LIFE!
Actually Will, I would like to know what you do for a living, just out of curiosity. Now of course, I don't know whether you're smart or stupid. If you're stupid, then I'm going to have as much success here as trying to pee up a rain pipe. I'm going to take the high road though, and say that you are reasonably intelligent. I did not call customers disgusting, I said its disgusting when they lie to me in order to get what they want. That is incredibly frustrating to a retail manager, but I also acknowledged the fact that it is a part of retail life. I've been dealing with the public for a number of years, and while I would say a majority of them are good, honest citizens, I inevitably come across people in every community that seem to believe that the rules and policies don't apply to them or shouldn't apply to them. While I usually don't like to bore people with my retail stories, I feel it appropriate to share one. I had a customer a while back who purchased a refrigerator from my store, and he wanted it delivered. However, he somehow came to believe that we should waive the delivery fee for him, for no reason other than he thought it was too expensive. I told him politely that I could not do that, and he proceeded to contact the corporate office and inform them that he was mistreated, and I ended up having to refund the fee he paid. Now last time I checked, I have to pay a delivery driver to deliver that appliance, and the delivery truck he drives burns diesel, which also costs money. So I ask you why this man thinks we were not entitled to receive payment for a service we provided him? So you see, these are the kinds of things a retail manager goes through. Trust me dude, its not as easy as it looks.
I am sorry Will, but you are simply ignorant of how retail management actually works.
Do you know the reason retail management is so stressful? Largely because of people like YOU, who have no idea what we have to actually go through on a daily basis.
"Deal with them." ? That honestly had me laughing out loud. I wish it could be that simple. I agree, it's really not that hard the first, maybe, couple hundred times. However, when you have to put up with such insane amounts of crap 50+ hours a week, there comes a point where it's damn near impossible to just simply "deal with them."
"I can say with certainty that a right thinking sales person or sales manager will work with a dissatisfied customer and hope that things can be worked out for everyone."
What you don't understand is that there's a difference between a dissatisfied customer and a belligerent, rude, disrespectful customer.
The vast majority retail managers are managers for a reason. They're good, hardworking, smart, professional people. If a customer has a question about something, they'll answer it. If a customer needs help with something, they'll gladly assist. However, when you repeatedly have customers that display the type of attitude you demonstrate in your above post, it becomes increasingly difficult to give your full 100% customer service.
The fact that you're even bringing personal insults into this is pitiful. Please, grow up and do not spout off on topics you clearly know very little about.
I can say with certainty that a right thinking sales person or sales manager will work with a dissatisfied customer and hope that things can be worked out for everyone. Repete sales and word of mouth acount for lots of sales.
Calling Customers names is an indicator of how little you care about what you sell and ultimately how little you care for yourself.
The Grill people in this scenario could have been dealt with, with little of no effort. They would have been happy and then guess where the charcoal would come from? Replacement parts? Eventually the Replacement Grill? Lawn Mower, rake and bags?
You are a real putz. A disgrace to sales people everywhere to infer that because you find it difficult to deal with some people that most or all are difficult.
As I said earlier, you are in the wrong profession. Quit! That is good advise to you. Quit and do something else and do it in a hurry.
You make others feel as bad as you do so long as you remain in your job. Go back to school and get an education. Guide fishermen on weekends. Anything except sales.
I think you as a Retail Manager are the biggest reason retail sales are down all over this Country. You are an idiot! Calling Customers disgusting is a ###ic statement to make and you should see the results of your "Management" abilities reflected in your next paycheck! There may be some who would do anything including LIE, but that is not the point. Deal with them. If you can't deal honestly and professionally with the rest then find another profession. Dealing with the public isn't for you.
If you want to go through life with a chip oin your shoulder about your Customers then get a job as a Security Guard in a Prison.
I see poor behaviour constantly by sales people at Lowes, but nothing like in an exclusive way. It is all over. People like the putz who claimed to be a retail Manager are working all over in every capacity or retail sales. It's a dam shame and I thank the Lord that the US Government in it's wizdom had Universities create the Internet!
Live off of 0 percent comission if you can "Sales Person". If I could get the sheeple in some sort of solidarity movement that is just what you deserve and would get. Meanwhile it's just me and a few others who refuse to help support you or your ilk.
I also read this complaint, and there were a few things that made me scratch my head. First of all, DMan, I love your breakdown of the complaint. I'll go one further about customers not telling the whole story and exaggerating. Customers flat out LIE! As a retail manager myself, I've come across many people who will say and do anything to get what they want from my store. Its disgusting, but its part of retail life. So yes, I absolutely take the word of my assistant store manager over any customer's.
Now, I will admit that Lowe's needs to work to improve on their in-store communication. Rescheduling a delivery is not a difficult task if the employees executed properly. I can guarantee that there is a manager in that store that can handle a simple delivery change that takes at most 2 minutes.
Now I always have found it foolish that customers think their complaint is going to pull strings within the corporate office of any company. The executive management team is responcible for managing the operations of the company, and while I'm sure they're sorry that you're unhappy, they have much, much higher responcibilities and priorities than to worry much about one customer's problem. Lowe's has 1,300 some odd stores, does anyone think that the executives have time to personally adress every complaint that hits their stores? Don't be ridiculous. If you aren't pleased with them, thats you're opinion and you have every right to shop elsewhere if you have an issue with a given retailer. Like DMan says, there are just as many customers in Home Depot that walk out of their stores vowing to shop at Lowe's.
I've worked a management position in a retail store for two years and would like to make a few comments:
"My husband did not like the attitude of the person on the phone"
...and I'm sure your husband spoke to him in a perfectly polite tone of voice? Working in retail you take so much **** from customers day in and day out, you can't help but give a little attitude back when you're attacked, especially when it's over something that's not even remotely your fault.
"and asked to have the sale canceled as he was going to Home Depot to buy a grill. The ###'t store manager said fine, good, go to Home Depot, etc. and hung up."
I remember it would just make me laugh when people said this to me. While all retail employees know the saying, 'the customer pays your salary', the truth is most big retail stores like lowes can average $250,000 in sales A DAY. It's foolish for customers to expect management to get down on their knees and beg for you to remain their customer. You spending your couple hundred bucks at a competitor will do nothing to impact the store's bottom line, especially when there are just as many customers storming out of home depot shouting "I'm going to shop at Lowes!"
"The store manager said that the ###'t store manager had never talked like that so in reality he was believing his employee over my husband, a customer."
There's a very good reason for a store manager to believe his assistant manager over a customer: When customers become irritated they tend to not tell the whole story, and the parts they do tell tend to be greatly exaggerated. If a trend in complaints about an employee begins to emerge, then most managers WILL take action, but for single, isolated events it's near impossible to find out what actually happened.
"We are now going to take this matter up the food chain"
Honestly, is it really worth your time? Some part-timer screwed up your delivery (very likely the result of a simple miscommunication) and now you want heads to roll? Most people don't seem to understand that the people working in retail are human beings just like yourself. Mistakes happen.
I'm sure the workers involved could have been a little more apologetic, but I just wish that people like you could realize that working in retail management is much more stressful and complicated than it seems.
poor service!
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
I had my back door for about 2 years. I purchased it from Lowes and them install it. It fell off the hinges yesterday. I called them and at first I was told they only have 1 year warranty on installation. Then she says because I didn't paint my door I voided the warranty that I would have had. She told me they would charge me $95 to have someone come out and look at it. I will never us or buy anything else from Lowes especially when Home Depot is right next door to it.
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.
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.
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 work...save 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 charge...so 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.
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!
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.
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.
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!
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.
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!
wrong way to treat customers
I'd like to share with you an incident that has happened at my local Home Depot and the difference Lowes made for me. I have always been a loyal shopper of Home Depot and since I do not like change I was never planning on visiting any competitors.
Well Sunday, Aug 12 I decided to go to my local Home Depot to spend about $12,000.00 just on my kitchen. I also have other rooms to take care of but this was first. When I entered the kitchen design area I decided to look at all the selections they had and I liked a lot of them. When I passed the desks where they help you design your kitchen I noticed one associate helping a gentlemen and about two other associates towards the front of the kitchen area. I think the other associates were there for the washer/dryer section so I didn't bother them. Well ten minutes has now passed and after walking all through the department a few times I kept coming back to the desk where the associate was helping the customer. I know for a fact she saw me but was busy. I could sense they were finishing up and waited right there. When they were done she got up and walked right by me, I mean right in front of me! I figured she had to finish a transaction or something but instead she went to where the other two associates were and just started talking and relaxing with them.
I hovered right around her area and finally leaned against her desk. All of a sudden another associate named Corrie came around the corner and asked if there was anything I needed. I said "I would love it if someone helped me". She sat down at the desk and I asked her if she could help me since I didn't want the associate who just walked by me to help me. Corrie said she was in the middle of something but said "You should've said something?"
I didn't know as a customer I have certain rules to follow in your store. Why didn't she acknowledge my presence and then tell me she would be with me in a few? Nothing! Corrie kind of looked at me funny so I said could I please talk to the store manager. She told me he wasn't in.
I figured he wouldn't be, I mean it was Sunday. I said then get me someone else. Within 30 seconds two guys are standing there right in front of me. Asking me what the problem was and that I shouldn't be yelling. Now I'm pissed, you send two assistant managers who act like I am a hazard to the store, embarrassing me, and telling me I'm yelling. Not only was I not yelling, I didn't even talk loud. Come to find out my neighbors where there and when they passed by they saw the whole thing and later that evening asked why I was surrounded by these people.
Thanks a lot!
This assistant manager 'Steve' although he was professional could not understand what was wrong. When I told him what Corrie had done and how I felt he told me not to talk about her and that we can get you someone else to help you. I said this is not right that she just gives me a look like something is wrong and tells me I had screwed up on getting help. Steve says we'll talk to her privately and that I am not addressing him when talking about the problem. Are you guys hiring thugs for some made up security department? I really don't care what kind of story they give you because the bottom line is I had all the money to hand over to Home Depot, Corrie could not see why it was wrong for telling me, a customer that I didn't do my job by not saying anything.
The two Assistant Manager guys came to the conclusion that I should shop somewhere else instead of offering ways to resolve this issue or sorry this store could not satisfy you but flat out that I need to be spending my money somewhere else. Is this what you want?
I even told them that I don't want to go anywhere else and could they find me someone else. They said yes but the designer "Mark" was not in that day. Steve finally gave me the store manager's card and I left upset and confused.
I know this is not what Home Depot wants and the rest of the store has great people there. I like them and know some of them from experiences there. Now it seems this has to come to an end because you have one department and two commando style managers that think I'm out of control.
Now here's what happened when I left Home Depot.
I go to Lowes and walk to the kitchen department, there is one guy on the computer and another lady finishing something up. The lady stands up and says "Hello, I can help you in a just a minute. I'm just setting up an appointment." She proceeds to help me, sends me on my way with a ton of how-to books and examples and sets an appointment with me for Sat Aug 18. I walk out of the store and even the hot-dog lady told me to have a nice day. Do you know how good that felt?
I did call Home Depot customer care and they were very helpful and again I know this is not the stores way to treat someone, I'm not dumb. I just hope that someone tells Corrie that she should address things differently so she can grow to be the best associate for you. I tried to include Vinny the store manager in this email but his address is no good on his card.
Thank you,
Sal Warmann
I agree with this 100%! Its absolutely amazing the difference between Lowes and Home Depot. It has never failed ever Home Depot I have went in I have received horrible service. There is many surrounding the area I live and I have yet to find one that has people that want to help you. When you go to LOwes several people will approach you and be MORE than willing to help. They all seem to be very knowledgable and want to help you make a good decision. At the Home Depot you have to hunt people down and then in my experience once you get help, its unsatisfactory. My sister ordered carpet for her home and set an appointment for them to measure. It took 3 appointments before someone actually showed up they did call to cancel just didnt show up. Finally someone measured but again no one showed up several times for the install. Needless to say she purchased her flooring else where. I dont care if these people dont make alot of money, Ive worked in retail making next to nothing and still did what I was there to do. It honestly seems like Home Depot dont real care if they make the sale or not! They have signs all over saying no one beats our price... Well Lowes does pretty consistently! I was getting new appliances so it was going to cost me quite a chunk so against my better judgement thought Id take a look just to see if theyd have a better deal. When I finally got service I asked the lady if thye were having the same 20% off appliances like LOwes was. After talking to her manager she said "well how many appliances do you want" I told her I need everything. She laughed and said my manager said he'd do it on one but not an entire kitchen! Ok fine but dont advertise tirelessly how you have the lowest prices because Lowes blew them outta the water as far as appliances were concerned. I write this only because I think a place that has such good prices and service deserves recognition. When leaving Home Depot that day I wanted to tell all the customers in there that Lowes is soooooo much better all around! I wish I could of but this will work instead! I have many other stories about Home Depots horrible service but I will leave it at that and just say SHOP LOWES!
It is not your right to customer service but a privilege, so be polite. Home Depot is a first come first serve business unless you have already scheduled an appointment to sit down with a designer. It is very likely that the designer at the Home Depot was scheduled to take a lunch break at the time she was finishing up with the previous customer. It is also very likely that she had to take that lunch on time due to another scheduled appointment directly after her lunch. If she had helped you at this point she would not have had a chance to eat in her 9-hour shift. Addressing you would had docked time from her scheduled time to eat. Home Depot leaders also reprimand employees that do not take their lunch on time. I believe the designer did what she had to do not out of rudeness but because of the many demands she was trying to satisfying. Lowe's certainly does not have the business Home Depot does so they are more readily able to help. If I had nothing to do as a sales person on commission I'd be all over anyone in my show room too.
How would you like the pressure of people hovering over you while you are doing your job? If you expect to sit down with a designer when you walk in the door call ahead and schedule an appointment. Designing a $12, 000 kitchen doesn't happen in 15mins. Designing a kitchen is a lengthy process that normally takes two to three 2-hour sessions. Expecting to walk in, design a kitchen, and get out in an hour is a completely unrealistic expectation. So yes it is your fault for not understanding the business and for feeling you are to be treated as a god. Retailers have the right to refuse business, and when they see someone who causes a lot of trouble for nothing they know its not going to be a profitable deal in the end. If the Home Depot had designed your kitchen you probably would have found 10 other things to complain about. Then managers would markdown a couple thousand off your order and before you know it the business is in the negative in regards to profit. I think the Home Depot made the smart move.
I agree with you that these people are rude. Thats why I only buy stuff I know I won't have to ask questions about. If I have a lot of questions, I ask a friend or family member. Home Depot is nothing more than a home improvement version of Best Buy or Circuit City. All of which hire ###s to run their stores. If you go in to these stores understanding that the people you are going to deal with are ###s, then you'll be a much happier customer.
The people you are dealing with have never run their own company and have no idea how they should treat people. Those of us who deal with the public do whatever it takes to keep our clients. These people are working by the hour and its time to clock out!
Maybe if Home depot would pay them better?
I totally agree with the complaint agains Lowes and Home Depot. I would say 95% out of 100 do not know what they are doing. It is certainly not anywhere near what you see on TV. I live in Brooklyn, NY and they are the horrible.
While reading this, I could have sworn it was a woman until I read your name. Sal? Really? As a man, you should have a little more assertiveness and make your presence known while dealing with customer service. Home Depot doesn't pay at the highest range of the spectrum so don't expect people to just shine your shoes on the way in and pour you a latte while you wait. When someone finally tried to help you, without you going up to anyone, you still managed to get all pissy. This is the real world. Grow and pair. Bad customer service at a store like the Home Depot is nothing new. Guess what, you'll find the same thing at Lowes as well if you hit it just right. I only found your rant while searching for info on some scam email. I can't believe a man would even write about this crap. It happens everyday. If I wasn't waiting for someone at my job, I wouldn't even be writing this myself. I just wanted to blast you cause I was shocked to see a dude at the end of this letter. Here's a tip, you brag about how much money you have to spend on a kitchen, then go to a real kitchen vendor and buy your cabinets there. What do you think Home Depot and Lowes do?
corporate blunder
I received a letter in the mail telling me that "Congratulations! You're being upgraded from my Lowe's Consumer Credit Card (which offers 6 months, no interest) to the New Lowe's Platinum VISA (that does not offer 6 months, No interest).
I get points, I get VISA Platinum benefits and I got screwed.
The letter should have you to believe that the Lowe's Consumer Credit Card is not longer being offered and this Lowe's VISA is actually from Lowe's (it's from GE Money Bank, who handles all of Lowe's credit accounts, consumer, commercial and the VISA.
Because we thought that this was exactly like the Lowe's Consumer Card only with more advantages, we went to the local Lowe's to may our monthly payment as always and their reply was "we can't take VISA payments here".
I called Lowe's VISA and asked what was going on and they said that I was already late and a $25.00 late fee had been added to my account. I blew their ears off explaining that I had been deceived and duped with the new "Bigger and Better" credit card and I'm sure that everyone else that switched feels the same way. I went on line and made a payment. I also went to the local Lowe's and told them about what had transpired and the CSR opened us up a new Lowe's Consumer Credit Card account (since our first on had been closed and we had had it for over 20 years) she called the Lowes Corporate Credit department and told them of my dilemma. The Corporate CSR told the local Lowe's CSR that she would transfer the VISA balance to the new Lowe's Consumer Card and everything would be alright (wrong). This was July 21, 2007. We also closed the VISA account.
On August 9, 2007 I receive a call from Lowe's Platinum VISA stating that I was past due on my account (the one that was supposed to have been transferred). I explained to the lady what was supposed to happen on July 21, 2007 and evidently didn't. She told me that the transfer had never taken place and I had an additional $25.00 late charge on my account.
Now I am talking about 2 late charges and late payments within 60 days. My credit score in affected and it's not my fault. We are now talking "CLASS ACTION SUIT" here folks. How many people across the US have experienced the same "Corporate Blunder" with Lowe's VISA (GE Money Bank).
Where is a good lawyer when you need one.
Joe B.
I too have transferred my balance from the Lowe's card.. Was promised 5.99% and all of a sudden jumped to 9.99%. Billing cycle also sucks.
Heres my story...I have had a Lowes visa card for about 4 1/2 years with a limit of $500.
I have been late only once paying due to being jobless for 5 months. I call today and find I
have a balance of $83.Fine and dandy except one little thing...I have no available credit
because the account has bee closed.I ask the CSR if they notify people when closing accounts
and she said I was sent a letter last month informing me of such action. I went thru all mail
going back 2 months and have no letter stating my account was being closed.The CSR informed
me that all accounts were being looked at and some of the more risky ones were being closed.
I didnt figure a $500 limit and only one late payment in 4 1/2 years is risky...I guess they can forget ever getting their $83 and I will try my best to convince everyone to botcott Capital One Lowes cards
and avoid Lowes stores in for having their name put on a card that is associated with a lowsy
CC company. So to all who care or even think its worth it...Cut up the Lowes card and avoid
shopping there. You have to believe there is power in numbers.
thanks for reading ...bart
Count me in on this if you guys sue. Yes I got taken in by this scam as well and I failed to read the terms of the agreement but this practice IS INTENTIONALLY deceptive . Lowes sends you an upgraded card and cancels out the old consumer card.
These jerks randomly changed my cycle to 28 days. Guess what? My auto-debit for it was every 30. I was two days late, and they raised my rate from 4.9 to 19.9 percent. I called and they said they don't negotiate APRs, and that there were "any number" of reasons that they would raise my rate. This wench got me so mad that I actually cussed her out. (I know - classy!)
Needless to say, I will be paying my balance down immediately and canceling that piece of junk card.
I get calls from them everyday every 30 minutes to an hour. They are a big rip off my advise to you is never get a LOWES VISA PLATINUM unless you want your credit score to drop dramatically. I ingnore them when they call because they call so much I wonder if they would like someone to call them thhat much everyday.
DON'T BOTHER WITH LOWES VISA PLATINUM because it goes through capital one which is now GE money and they are a BIG PAIN IN THE A----!
I want to know how many will join me in a class action law suit?
I had similar issues with making payments. I was so in over my head with the interest charges and they talked me into a "hardship program" and the only way I can pay is through the mail or if I want to pay a fee over the phone--I usually get my bill so close to the due date that it almost forces me to pay the fee unless I want it late. The two times I did mail it in, the payment didn't post for over two months. I was also told by a CSR that I could make a payment at the store--WOW how easy--NOT. The store told me that they were not associated with the Visa. I called and another CSR told me I could make a payment on-line and that she would send me a card, later to find out that was not possible. Then I found out that it wouldn't matter and that was after 5 people on one call! They said that because my account was closed that I wouldn't be able to access the account on-line and it was just too bad for me. Some of them I could barely understand because of their thick accent. What can we do about a company that doesn't care?
My complaint with my Lowes Visa Card is that the APR. is outrageous! I want it lowered. Right now its 24.99%. I pay my bill on time, never! missed a payment and always pay double if not more on it.
The way the economy is now i might have to start being late on it.
Robin
I got screwed too! Same story different day!
I made the same damn blunder many consumer's of Lowes have made by buying into the "new" Lowes Visa card.
Seems we have absolutely no more protection from thevery than we do from government corruption. They are all in bed together and none of them care about the average person who is just trying to get through life doing the innocent, honest, lawabiding thing.
I'm going back to paying by cash. If I don't have it, I don't get it! That's the way I had it for years until others around me convinced me I need a "credit rating". For what? To be beat down further. No more for me. I was much further ahead when I was paying for what I could afford without charging to a card.
Besides, give thought to what runs the world - it's money and that's going to be taken by any means available so my advise is to be smarter and don't allow yourself to be pulled into believing you need credit cards to survive. Cut them up and keep them in a glass container to remind you how free you are without them. Don't cancel them because the corporate credit bureaus will ding you with a lower score. Again, you must be smarter than the average thief and always stay one step ahead them. Let them go broke. Why should we consumers become their bounty!
poor customer service
I just came from Lowe's and am not very happy. I went for paint and plants. Seems when they ask you if you need help, you really are supposed to say no - I asked the girl in the paint section for help choosing a color from some of the samples and she told me I needed to take them home with me and decide - all the time complaining to a co-worker about her schedule. I made my decision by myself and as big of an inconvenience as it seemed to be to her, she mixed it for me. Still, complaining to her co-worker, she never said, "it will be a few minutes while I mix this, or "i will be glad to get this for you" or anything. Her co-worker brought it to me and was nice and did tell me thank you. I went on to the garden shop where found a yard cart thing I wanted but it was a little beat up and dirty and scratched some. I asked the man if maybe I could get a couple of dollars off because of that. I thought he was going to ask, but he never came back. I went on to the check out at the customer service desk. The girl at the register was talking on the phone and at the same time, talking to another co-worker about something she had found and didn't know whose it was - a purse or earrings or something. Anyway, I asked her between conversations if maybe she could see about getting the discount. She sort of rolled her eyes and called someone else on the phone. A man (Thomas) appeared who was also on the phone. She took the cart over to him (about 8 feet away) and said something to him, I couldn't hear. He never looked up at me, but shook his head indicating no discount. I would have thought he would have said "No, I'm sorry, but we can't ..." or something sort of nice. But he never even looked at me, never smiled, just shook his head and kept on talking on the phone. I did not buy the item. And I did tell the cashier that if he had been a little more pleasant with his denial that I would have bought the item. I did want it, but it was really dirty and bumped up. So I left with my $50 worth of other stuff and got into my car and thought about turning around and taking everything back and going to Home Depot. But, I didn't. I probably will next time. I am not the type person who demands people kiss my butt when I'm shopping, but good grief, they could pretend like they care if I'm pleased or not. I don't usually write letters either, but maybe if more people did, things would change - maybe. Anyway, I don't know who will ever read this letter or if anyone who reads it will care if my little feelings were hurt or not. I suppose I feel better just writing.
Thanks,
P.C. McMeans
The advertisement for Lowes is customer service. I have worked at stores with high demand on customer service and we did a good job at our job. It only takes a moment to please a customer. That's your job.
Ok, well I see your point, however, I was a cashier at the Lowe's in Athens for about 7 months. I am pretty sure I know who you're talking about with the pain department, and trust me, we have had several complaints-yet no one ever says anything to her, not sure why? Anyways, the reason that Lowe's has poor customer service is because, unbeknownst the the customer, there are a billion other customers complaining at the exact same time, wanting help with something, wanting a discount, wanting to know where something is. And as cashiers our supervisors are constantly calling us, telling us when to relieve someone, or who gets a break next, and when to go to lunch. It is very hectic. Also, as a cashier, I was the last person people saw, so WE were the ones who got the angry people and complaints. I am not speaking of you when I say this, but people go to places like that and expect the entire store's attention, when there are 100 other people wanting the exact same thing, with only 40 employees working. I was the typical overworked and underpaid, and the people on the floor had it even worse, closing at 11 and coming back at 5 am. Thomas is also a very nice person and will bend over backwards for customers, and if he did not approach you correctly I'm sure it was because, as I've said, someone on the other end of the store was complaining and needed them. I no longer work there, but I know how customers are, because everyone is a customer, regardless of whether they work there or not-and you want to get in and out, as quick as you can. Sometimes, due to circumstances no one can control, that is not the case.
very poor customer service!
I have noticed in the last few months that the Lowes in Bullhead City,AZ now has all former Home Depot employees. I used to enjoy shopping at that Lowes. It was great until I kept running into the old employees from Home Depot, from down the street. I quit shopping Home Depot because of there bad customer service and now those employees work at Lowes? I thought Lowes is supposed to be better than Home Depot, why hire there employees that give bad customer service? I might as well go back to shopping at Home Depot! Anyone else feel the same way?
Yes, I would go back to Home Depot. There's a good chance all those helpful people that used to work at Lowe's are now at HD!
Around here it's exactly the opposite. Lowes has horrible customer service. The employees will walk past you like you don't even exist. Home Depot employees go out of their way to see if they can help. There are three Home Depots and three Lowes within 45 minutes of me and it's exactly the same at each store.
their service is horrible
On 5/6 I made the mistake of ordering Pella French doors from Lowes. 3 weeks later when the doors arrived the hardware (handles) were not included. In checking out the Lowes rep admitted he made a mistake on the order and the handles I ordered were not available. But there were not any handles included at all. Also the doors were not made correctly one was higher than the other. So the doors were reordered. 3 weeks later Lowes came out to install the doors. This time they did include handles which were to be brass. One was brass and one was silver. In addition, the dead bolt falls off in your hand every time you use it. On 7 9 Pella came out to but new handles on. They were the wrong handles. I called on 7 13 and was told that they were looking for instructions on how to install the handles. Today, 7 23 still waiting for handles. I have been told they are waiting to get them at the local Pella dealer and they could not be installed until 8 3. I will never again buy from Pella or Lowes. Their service is horrible. That is the nicest thing I can say.
I've experienced many of the same problems with my Pella Architect Series Windows and Doors, including cladding problems, seal failure, spotting on the glass, rotting wood among other issues. These Pella windows and doors were installed throughout my house in 1995. Problems with the windows began less than 10 years after installation. Pella refuses to acknowledge these claims. On my website, onlinelitigationdiscovery.com, you can see photos detailing the defects with my Pella windows and doors.
I've very interested in hearing other people's similar experiences with Pella. If you have had these problems with Pella, please go to my website, onlinelitigationdiscovery.com and tell me your similar experience so that we may educate consumers. Thanks for your time! -A. Bailey
poor customer service
I ordered a patio door from Lowe's at Woorbridge, VA. Paid $835.00 for the door and Lowe's installation. I told the clerk I wanted a good energy top of the line and I wanted the glass filled with argon gas. I wanted the brass handle. After 8 weeks (not 2 weeks what they said) the door was there and the 'professorial' was there too. Ripped (yes ripped) my old door away. and then he was put the door in. I ask about sealing and flashing etc on the door. He said the 'old stuff will work'. He said don't worry about. I've done more that a hundred of them. So, I just let him do his thing. That night it rained. Yep, it leaked big time. In the kitchen, down the basement. He had 'plugged' the rain vents with caulk. I un-plugged them after around a hour cleaning and around another hour finding the vents. After looking closer, the door frame is warped and the slider door will not close complete and won't seal. The molding inside was not complete caulking. I got the cert. for the door and say it's 'air filled' only. The handle is white plastic, not brass. The frame top and bottom is warped also. The door does not hit the bumpers, only it hits the frame. I have talking with three of there managers. I called NC twice. They said the dist. manager will call within 2 days. Right, called me another local manger. And, by the way, the $50 rebate bounced, said its not the door. The energy cert. will not work for the Fed. Tax credit. So, next step I'm filing a complaint with Fairfax County Consumer Protection.
I've experienced many of the same problems with my Pella Architect Series Windows and Doors, including cladding problems, seal failure, spotting on the glass, rotting wood among other issues. These Pella windows and doors were installed throughout my house in 1995. Problems with the windows began less than 10 years after installation. Pella refuses to acknowledge these claims. On my website, onlinelitigationdiscovery.com, you can see photos detailing the defects with my Pella windows and doors.
I've very interested in hearing other people's similar experiences with Pella. If you have had these problems with Pella, please go to my website, onlinelitigationdiscovery.com and tell me your similar experience so that we may educate consumers. Thanks for your time! -A. Bailey
Uh oh, I just bought three Pella windows from Lowe's. But I'm gonna do my own installation. After hiring so many loser 'handymen' and being left with poor workmanship I know I can do it better myself.
multiple mistakes and unprofessionalism!
I purchased countertops and had them installed from Lowe's of South Boston. It has been a complete disaster. The following is a sequence of events that took place.
Counter Tops
9 Feb 2007 Friday:
Ordered solid surface countertops and cabinet for kitchen island from Lowe's of South Boston. We specified that we wanted a solid surface countertop with no seams, bull nose edging, and easy to maintain that would not scratch... The salesperson Marybeth Chillemi insisted on the Formica Solid Surface. At this time, the countertop we picked was on a special promotion at $62.00 per sq foot reduced from the normal $72.00 per sq foot. I had taken a template of the existing cabinets and the new cabinet for the island came to 48.3 sq. ft. I would remove existing countertops and sink and install new sink when countertops were in place. It was set up for their contractor to come and make a template of the countertops on Mar 6, 2007 after I installed the new cabinet purchased from Lowe's. The new cabinet was to arrive by the end of the month to give me time to install prior to Lowe's contractor making the template.
1 Mar 2007 Thursday:
I received a call from the trucking company as to when I would be available for delivery. I told them I could be there the next day Friday 2 Mar 2007 for delivery. They said they only delivered in that area one day a week, which was on Thursdays and they would not be able to deliver until the following Thursday 8 Mar 2007. I contacted the installers to see if they could come and make the template the day after Friday 9 Mar 2007. They said they would have to reschedule and it would be delayed two weeks. I asked them if the measurements on the cabinet would be okay as it was and island. They said no that they had to make a template of the island or come back and there would be an extra charge. I told them not to reschedule as I would make arrangements to get the other cabinet there. I called the trucking company back and made arrangements for me to drive to Richmond and pick up the cabinets the next day. I was in Norfolk stationed at the Naval Base and I would take a day of vacation and pick them up and deliver to my home in Boydton Virginia. They said this would be okay. I picked the cabinets up on Friday and installed over the weekend and removed the existing countertops to be ready on Tuesday for the installer to make the template.
6 mar 2007 Tuesday:
A Mr. Rick Lucas with Five Star out of Salem Virginia the installer for Lowe's came to make the template on this morning. He did not make a template of the new cabinet, just took the measurements. He said they would not be able to install the countertops until 20 Mar 2007. This meant that I would be without the use of the cabinets and sink for (15) days. I told him I would not be able to be there on 20 Mar 2007 as I had to be at the Naval Hospital for pre-op for surgery that was scheduled later. My wife would be there.
8 Mar 2007 Thursday:
Marybeth Chillemi called and said there would be and additional charge of $135.00 that she left out of the contract and it would have to be paid before the countertops were installed or made. I explained to her that I had to drive to Richmond 120 miles away to pick up the island cabinets because Lowe's could not get them delivered on time to have the template made, to prevent another two week delay.
20 Mar 2007 Tuesday:
Five Star came and installed the countertops. My wife called me that night and said they installed the countertops, but there were some problems, that they had broken some supports on the cabinets and scratched the newly painted walls. They also corked the backsplash with corking that did not even match the countertops, The backsplash was to made as part of the countertop and not a separate piece, this was made very clear to Marybeth Chillemi the sales person at Lowe's as we did not want any seams and this was the whole purpose of getting new countertops. I told my wife I would look at them when I could get home and contact Lowe's.
30 Mar 2007 Friday:
I got home 30 Mar 2007 and checked the cabinets and installed the sink. While installing the sink, I found they had cut the opening for the sink to large and I had to build a frame inside the cabinet to support the sink and be able to fasten it in place.
2 Apr 2007 Monday:
I contacted Lowe's and explained the problems to them with the sink, the scratches on the wall that the wall had to be repainted, there were scratches in the countertop, one countertop was not square on the cabinet, the cabinets had to be repaired where they broke the supports and they did not cleanup their mess from installing the countertop. They said they would contact the installer and get back with me.
16 Apr 2007 Monday:
I contacted Lowe's again as they had not gotten back with me on the problems with the installation. They said they were waiting on word back from the installer.
26 Apr 2007 Thursday:
Called Lowe's again and spoke with Grant in install sales. He said he would send someone down on Saturday 28 Apr 2007 to check the cabinets when I could be there.
28 Apr 2007 Saturday:
Paige Fallen from install sales at Lowe's came to look at the countertops, she took some pictures and agreed that the workmanship was of poor quality.
1 May 2007 Tuesday:
Shannon from Five Star called to set up a time when they could come and look at the cabinets and he would bring James Koffman the sales rep for Five Star with him.
14 May 2007 Monday:
James Koffman called from Five Star and said they would be there to look at the countertops between 9:00 and 10:00 on Monday 21 May 2007 to check the countertops.
16 May 2007 Wednesday:
Called Lowe's and spoke with Shawn in install sales to let him know when Five Star reps would be there.
21 may 2007 Monday:
Shawn from Lowe's arrived at 09:30 and the reps from Five Star were an hour late arriving at 11:00. They inspected the countertops and said they would take care of the problem. Shawn from Lowe's insured that the problems would be taken care of as he had the power to make it happen and we would be totally satisfied. He said he would call us back on Tuesday 22 May 2007 to let us know what they were doing to resolve the issues.
22 May 2007 Tuesday:
Shawn did not call us as promised.
28 May 2007 Monday:
I went to Lowe's of South Boston to find out the status of the countertops as they failed to call and let us know. We talked with Shawn and he got a little huffy with us and said we were impatient ( I now question his professionalism ) We then went to the store manager Jeremy McNeil and explained what was going on and he said he was unaware of this problem and would call us the next day.
29 May 2007 Tuesday:
Jeremy McNeil store manager for Lowe's did not call as promised.
30 May 2007 Wednesday:
Shawn from Lowe's called and said they were still trying to get up with Five Star and would call on Friday 1 Jun 2007 with a definite answer and the solution.
4 Jun 2007 Monday:
Shawn from Lowe's called at 4:00 PM and said he had called Five Star 3 times with no results. He would call us back tomorrow 5 Jun 2007 Tuesday with a solution.
5 Jun 2007 Tuesday:
Shawn called at 12:00 noon to say the store manager Jeremy McNeil wanted to come and look at the countertops. They said they could be there between 3:00 and 4:00 o'clock. We said this would be okay. Jeremy the store manager said he would call us later in the week after he talked with Five Star and they decide who is going to pay for the damage, the replacement of the countertops and the fact that Lowe's did not order what we specified.
8 June 2007 Friday:
Jeremy Lowe's store manager called and said the owner of Five Star would come down and guarantee the work would be done correctly. Jeremy also said he would call us back on Monday or Tuesday 11 or 12 June to give us a date the work will be done.
13 Jun 2007 Wednesday:
We have not received a call from store manager Jeremy McNeil as promised.
14 Jun 2007 Thursday:
I called Lowe's Customer Care in North Wilksboro to inform them of the problem we were having with Lowe's of South Boston with the countertops and how dissatisfied we were with their service and the quality of work that was performed.
18 Jun 2007 Monday:
I still have not received any responses from Lowe's. I filed a claim with the Better Business Bureau today to try and get this resolved.
20 Jun 2007 Wednesday:
I still have not received any response from Lowe's as to the solution. I checked the contract and found that Lowe's also overcharge the price of the countertop. The price was $62.00 a sq ft for 48.3 sq ft. $2994.60, but instead charged $3824.12 plus taxes $79.17 per sq ft. With all the mistakes, workmanship and no professionalism Lowe's personnel have shown, I want the countertops removed, a refund of the product, pay for the repairs to cabinets and I will buy new countertops from another supplier.
20 Jun 2007 Wednesday:
Contacted Customer Care at North Wilksboro as a follow up on complaint of countertops. I spoke with Jennifer and also got the telephone number of the District Manager Fred Anthony in Roanoke Virginia. He was not in and they said they would leave him a message to call me at home or work.
We re-did our bathroom and if Lowes could screw it up they did. Nothing worked out right. The sales guy sold us the cabinets and assured us the double sink would sit into them. Of course it did not. Had to go back for a different cabinet. The surround on the tub was busted, the tub was the wrong length. We spent over $1800 on this make over and Lowes gave us little to no help with the purchase. I climbed a ladder to get the fixture I wanted because there was NO one to help us gather all the stuff we needed. If you found a salesperson they claimed to not work that section and would get someone for us. Never saw anyone. It was so bad, the service, the knowledge, everything I wrote to their main office, which just forwarded it to the South Boston store and the manager wrote me this oh I am so sorry you had a bad experience with us letter, he did not even bother to put it on any kind of letter head. Just like the gentleman wrote, they tell you they will make it right but just keep putting you off or passing the buck.
As far as the kitchen cabinets and counter tops, we re-did them last year and yes they screwed up our counters to. Had to come back out twice to fix the problem and my sink fixture is still not centered. I wish Boston Lumber in South Boston was cheaper I would deal with them always and never walk back into Lowes. Why cant we get a Home Depot? There are some very knowledgeable very helpful people who work there, its the ones that don't care that hurt them also so the whole store gets a bad rep.
I have the same problem with a patio door. Same multiple mistakes and un-professionalism and the managers a are kids'. They don't have a clue on what is going on. Good Luck. I'm filling with Fairfax Count Consumer Protection office.
Counter top install - noticeable error
After deciding to replace our kitchen counter we chose to purchase and install with Lowes, a solid surface Formica product.
The contractors came to install and despite the very tight fit of the counter in our small kitchen everything went well - at first glance. Upon further inspection we noticed they had cut the backsplash approximately.25" short, a noticeable error.
We decided that we would rather be reimbursed for the cost of the backsplash we paid for rather than have the contractors come back and reinstall (we believe further and perhaps worse damage could result from removal of the backsplash and we simply do not have anymore time to devote to waiting for contractors to show up to fix problems that should have been done right the first time.)
We called Lowes who then sent the contractor out to verify the complaint. We were told by Lowes that our only option was to replace the backsplash. They would not honor our request for money back.
Additionally, we had problems with the contractor lying to Lowes (and, of course, the manager at Lowes believed the contractor)- the contractor had stated we refused service during their visit to inspect the unsatisfactory work - this is untrue. They came nearly two hours late for the appointment and did not even have a new backsplash ready to install at that time, HAD that been what we wanted to do.
We were treated rudely and we were not given what we paid for. I paid for a job done well, instead I have paid top dollar for an uneven backsplash.
I don't have the time to wait for another appointment with incompetent workers, I simply want a portion of what I paid back in compensation. I am extremely disappointed. I purposely chose to use Lowes because I thought a large company would protect us from getting abused by contractors, unfortunately, I've found out Lowes at the heart of contractor fraud. I will not be using Lowes again until this has been problem has been corrected.
Today my countertop still is unfinished and I make sure to let visitors know exactly what company we worked with on the project.
Lowes very quickly and nicely took the money for the kitchen counters, but when issues starting happening they were quick to ignore or gaslight.
We, as a customer, pay Lowes for the "service," but in reality they source out the work; seize communication with the customer once the contract is signed; and they do not take any initiative to respond to customer's questions or concerns. Lowes has no interest in the satisfaction of the customer, and continues to avoid or ignore customer's questions.
I ordered countertops for my new kitchen. The third-party contractor messed up the measurements and had to come measure twice. Then they took forever to send it to the counter manufacturer. Nobody could answer my questions about the status, and Lowes acted like I was an annoyance when I checked in with them. Seven months later and the contractors FINALLY show up with the counters and they don't fit. Even though was told the counter were taking so long because they were being laser cut to perfection.
Horrible experience. Do not recommend.
Same thing happening to us right now. Bought countertops March 1st - 20 weeks later and no countertops and no communication from anyone - period.
I live in Virginia and Lowes has to have a contractor's license to "subcontract" work out.
One complaint in Virginia similar to mine and yours and Lowe's was fined $1950.
I suggest filing a complaint against their license if your state requires them to have one.
I got a total refund and Lowe's is not upset that no one helped us, but instead are upset that we were given a refund.
I had Lowes install prefab countertops I my kitchen and bath. The only complaint I had was that the installer thought I wouldn't see he used two different color calling (white and clear) because it was mostly out of sight. When I called Lowes they said he would return, which he did and said he ran out of clear that's why he used white. Very unprofessional. The installer also lived in Virginia so work had to be done when back in Chas area. I have used Lowes before with no problem. Lowes also does not call to see if you are satisfied or check on progress of job.
I purchase a Formica counter top from Lowe's and their "certified" installer, who by the way installed it two weeks late, created a fabrication flaw along the visible edge seam. Now three month later after multiple visits from everyone under the sun, nastily Lowe's has indicated there is nothing they can do for me. The counter top edges have a dual stacking seam along the front edges that is unacceptable. They did offer to remove but said this is normal and it is likely to happen again. No da, if the fabricator is not good at what they do. Why would anyone expect a different outcome from the same fabricator!
First of all, Formica is NOT top dollar countertop. Maybe if you purchased Corian or Granite, a warranty would have been included. If you wanted a job well done, then you should have let them replace your backsplash, then you wouldn't have to tell your sob story to every guest you had over. Instead you get no money back, and your back splash is still not completed. Try to realize mistakes can happen, and quit being so uptight, life is too short.
late delivery of merchandise
We purchased a BBQ grill at Lowe's and they scheduled the delivery for yesterday morning. When it hadn't arrived by 2:00 pm, we called and were told it had been put on the 2:00 pm truck. When it hadn't arrived by 7:00 pm we called the store manager and were told it had been put on a later truck. When it didn't arrive by 10:00 pm we retired for the night. At 11:15 pm a truck drove up to our house, waking all of us, to deliver the grill. During the day, no one called to provide an update. Who delivers things at 11:15 at night? We won't be shopping at Lowe's again.
Lowe’s
I feel for you with your encounter with the phony extended warranty Lowe’s peddles. I have
a Husqvarna zero turn mower that I let the salesman talk me into purchasing a four year extended
Warranty for. This year I sent it in for some, what I thought was, minor adjustments on the front end.
The warranty company sent a repair shop out to get it. (Mind you there are supposed to fix it on the spot).
Now it is some 2 ½ months later and both the shop and the warranty company keep giving me excuses. The shop claims the warranty company is giving them the runaround about the repairs. The warranty company claims a different shop was sent out to pickup the mower, (not). Now the warranty company
Claims they don’t know what is going on (truth). I’ve even talked to a “” supervisor, named Samantha, that swore she would find out what’s going on and get back to me by the end of the next day.
Guess what, she lied!
So I’m starting another week of crook and chase. Oh yes, without a mower!
Recommendations: If you are going to shop a Lowe’s, stick to builders needs and home improvements.
If you just can’t refrain from buying big ticket items, such as appliances or riding
Mowers, save yourself some money for more enjoyable pleasures,
DO NOT waste it on an extended warranty.
Sincerely,
Hood Winked
By: Lowe’s Service Advantage
We purchased a refrigerator from Lowe's in Kokomo, IN last year. The salesman was a Mr. Jay Tucker. As part of the package he sold us an extended warranty that was to cover an additional 4 years after the manufacturers (GE) warranty expired.
My wife and I have spent the entire day going trough a maze of telephone tag, trying to get service because the refrigerator was leaking. After talking to a "Stacy" who was to be transferring my wife to the department that issues the authorization for the repairs, dropped her call we tried calling her back. No one at Lowe's 888 service number knew a "Stacy". After being transfered to someone in the middle east who told us that Lowes did not offer such a warranty and did not service GE products anyway, I blew up and called the local store. This was this morning. After talking to a "Manager" named Travis Bloom he assured me he would resolve the situation.
Meanwhile in order to prevent a major flood in our newly remodeled kitchen we called Bass Appliances, the authorized GE rep and as we found out is Lowe's sub contractor in Kokomo for GE service. They came out by 1:00 pm, and determined that the fan, waterline, and a circuit board were bad, ordered parts and did a temporary fix.
Travis finally called back and told us it was still under the manufacturers warranty and gave us a GE number to call.
We were finally told by GE that the unit was no longer under the one year manufacturers warranty, but under a Lowe's extended warranty. All this after Lowe's said we were still under the GE warranty.
I can tell you this. the unit was manufactured especially for us because of the color and was manufactured in July of 06.
My receipt shows Aug of o6. and we did pay an additional $100.00 for the additional 4 year warrenty.
This is a bait and switch at a minimum on Lowe's part.
All I needed from Lowe's service was an authorization for Bass Appliance to either bill Lowes or GE.
Can't blame you a bit Ellen. A delivery at 11:15 PM is not only ridiculous, but pretty darn inconsiderate as well. As a retail manager myself, I have little tolerance for over promising and under delivering. I mean sometimes things do happen that are outside of our control, but for Pete's sake would it have been too much for them to give you a phone call and a sincere apology? I feel for ya! ~ CaptainMike
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I've heard similar comments like this also but just take it in stride. Sounds like the guy was just joking around, and probably doesn't know that your gay, or he does and thats what makes the jibe a little more like a joke. We have to have a little thicker skin, and stop letting our sensativities segrigate us from others. Some of the best, funniest and popular humor is based on adverse comments about ethnic, religion, and orientation.
Be bigger than this, complaining only makes everybody afriad to be friendly, and makes life miserable for people who want to be friends but are afraid to strike up "propper" conversation.