Lowe's
reviews and complaints

It is hard to express the poor quality of service we received from Lowes - I will try.

We ordered a refrigerator online. I expressed the difficult place the refrigerator had to be delivered to; I made this extremely clear to the order person - I emphasized it at least 3 or 4 time. No problem they said - we do this all the time. The day before the delivery the Lowe's delivery people called and said they could not deliver under these circumstances. Lifting the refrigerator over a bar. Yet, they had said they would initially. The Lowe's person said "we have the back away from our commitment to you". A service manager called me and as we were discussing when I asked him what they were going to do to solve this problem, he hung up on me. The store manager called and refused to understand the issue, refused to see the problem from the customers viewpoint. He misrepresented what I had stated earlier. I have asked to speak with someone at the VP level and have been denied this so far. This is the worse customer service incident I have experienced in 20 years. I have shopped at this store for about 18 years and probably spent $15, 000 there. But, they thumb their nose at me as I have tried to get them to honor their commitments or at least figure a way "to make it right". At this point, I will never shop at Lowe's again. If you are a VP at Lowe's you need to check with store manager and track me down so we can talk - store is Lowe's in West Knoxville TN. Order date April 25, 2017 - Order number [protected]

I purchased a Lawn mower from Lowe's in Kingsland, Ga.(Troy-Bilt TB110) On its third use it would not start. After calling the 1800 number they advised me it was under warranty and to take it back to the store. My concern is I had to pay $93 for the replacement of a spark plug on a lawn mower that is under warranty. What message is this sending about not only Lowe's but the products it sells. Charging $55.81 for labor and $20.00 handling fee on a product that has naturally malfunctioned.

Location of incident: Lowe's of Ann Arbor at 3900 Carpenter rd, 48197.

I wanted to send this letter because it seems your company has decided to take the approach of ignoring consumers and hoping that people will forget being treated like degenerates. I was Laid off by Lowe's in January and in the beginning of February I decided to replace the carpet in my Living Room and Stairs. I still had a lot of faith in Lowe's since I worked there for so many years and I knew it to be a great company. I chose a 15 foot carpet so that my living room didn't have a seam. So the installer showed up and installed the carpet but they never measured the top step of the stairs so there was not enough carpet to finish the job. Really, who does not measure the top step. So It was no big deal I spoke to Lowe's and decided I did not like the carpet color anyways and said I would just add the top of the stairs on(while also adding on 2 more bedrooms) using the 30 day satisfaction guarantee. Great, the new carpet got ordered but it was on back order, ok another delay but ok, I did not move my furniture back in because no one told me it was on back order so I slept on the floor along with my wife and kids waiting for the carpet to arrive. It finally comes and the show up to install. Good thing I changed out the carpet cause when they pulled up the first carpet they installed, it showed that the living room had a seam in it when it should not have and the carpet was not even hooked on the tack strip it was just stapled a million times on every edge. So the installer shows me and I agree it was installed wrong the new installer was going to do great right...no he gets to the bedroom and he says he does not have enough carpet and he has to turn the carpet in the room. I said no, that will leave a big noticeable seam and he said no you won't even tell. Guess what I have a hideous seam and it's not even located in the door like it should be its 4 inches over in the room and feels like a rock when you walk on it. After that I tell the installer I wanted my scraps to make rugs, he says sure they are in the van so I go out with his helper to get them. while getting out the scraps I see a big roll of my carpet in his van. I ask "hey isn't that my carpet" and the helper says no that's from another job. I said no its not it's the same as the piece in your hand and he again tells me know it's not mine, I state yes it is and then he goes and asks the installer and comes back out and says " Oh My boss had me put this in the back so it would not get wet", I said "you just told me it was from another job and now you're saying you put it back here yourself and did not remember", so he tried to steal $300.00 worth of carpet from me"6x15". Then I walk inside and realize the carpet I received was a lower grade than I ordered. Next I go back to Lowe's and speak to a couple Managers and tell them the story and tell them I wanted the right carpet installed in my house. They say sure we understand, this should have not been a problem with everything going on and I received the wrong carpet and there's a 30 day no questions asked warranty. I spoke to Jennifer Staton and she tells me I will order it right away and I will let CPO know to call you about the install issues. On April 17th Jennifer sent me a text saying she was ordering the new carpet. Then Brandon Bell the Installed Sales Manager for the district calls me and I go over all the issues and he says he will come out during the new install to make sure it goes smooth. I ask him at that point to please make sure the store orders the carpet right away since we have had all of our life in storage for 2 months already and he said he would personally call the store to make sure...So while still sleeping on my floor because I was not moving everything back into my house to move it again i call the store on May 5th to find out when my carpet is getting installed since it had been a few weeks (special order carpet) That's when I find out that there was never any carpet ordered and no work had been issued and they were hoping I would just go away so no one at the store ever called me to tell me anything they just left me hanging out there thinking I was getting my new carpet soon. Now it's been 3 months and I'm furious...So then I get CPO and they transfer my to a Jaimie Thomas and I tell her the whole story and this was on May 5th, she tells me that she will call the store on Monday when Jennifer is in then call me back on Monday and I give her my cell phone number. Guess what no call so I start calling her on Tuesday till I finally get her a few days later and she says I have to talk with the store again and will call you back on Friday the 13th. Guess what no call on Friday so i keep leaving here messages until i get her on the 18th, guess what she has to call the store again and she will call me back the next day(May 19th). Today is May 22nd and still no word from Jaimie Thomas even though I have left her messages every day. So I have now moved all of my furniture back in onto my carpet which is the less expensive and cheaper version with a terrible seam in my master bedroom that i see every day now. It has been a 4 month disaster that I want over. I just want my money back since no one wanted to fix the issues and wanted to just drag me through the mud with no regards to my life and well being. I used to love Lowe's and was also going to have my doors and windows done but I will never do that through Lowe's after this ordeal. This has been the worst 4 months of my life dealing with this BS and I want my money back since I do not have the right carpet and the work was a sham to begin with. I do not want it fixed anymore because I tried that and all I got was ignored and lied to. Please just give me my money so I can find someone with whom I can trust to get the work done right and on time.

Since I sent this letter and placed a complaint with BBB Lowes sent out the installer and Install manager and they looked at the seam and said the store messed up when ordering. Also, they took a sample, this pissed me off cause I took the samples in 6 weeks ago when they said they were reordering the carpet and they said they did not need them but now Lowe's offered me a low ball offer and said they have to wait till these comes back before anything else can be done. This is ridiculous because Lowe's has a 30 day warranty on all their carpet with no questions asked, its posted all over. So they never ordered the carpet and now 6 weeks later I have to wait another 4 weeks to resolve and issue that is a warrantee anyways. So they can't fix my carpet, they wasted almost 4 months of my time, let me and my wife and kids sleep on the floor for an extra 4 weeks while knowing they were doing nothing and now there in no hurry to take care of they're consumer.

On 5/9/2016 I signed a contract with LOWE'S to install tan siding on the back porch of my 2 flat building. When the contractor came out and removed the old siding, he discovered that the wood was dry and rotten and needed to be replaced. I was contacted by the salesperson and he advise me to replace the wood with plywood. I was advised that replacing the wood with plywood would be an additional $1, 000.00 which was added to my account. Three months later after the the job had been completed, it began raining in the tenant downstairs backroom and we noticed that the outside siding seems to be coming loose from the wall. I contacted LOWE'S and had them to come back out. After removing some of the siding, the contractor stated that they put the plywood on top of the rotten wood. I asked why and he explained to me that the salesman said it was okay to do it that way but my understanding from the salesperson from LOWE'S was that all the old wood would be replaced with the plywood. We also have just discovered that the screws that were put in the plywood was not working because the wood behind the plywood could not hold the siding to the wall because the wood was rotten.I am so disappointed with LOWE'S because I have spent over $7, 000.00 on this project and now I have to spend another $7, 000.00 to have someone else come in a redo a job that LOWE'S messed. At this point, I would not recommend them to anyone and I think that they should come back and do the job correctly.

Tried to on-line order a Delta Windemere tub faucet. The site said the rough set had to be ordered but the faucet itself was "available for in-store pick up" I ordered the rough set and chose the in-store pick up of the faucet. Drove 40 miles to the closest store and they wouldn't let me have the one they had because it was a display model. 80 mile trip for nothing.

Worst online shopping experience ever. I ordered a mini-fridge from Lowes.com because it's not available in any local store. It came dented in two places — one on the front near the seal. Today, I get a call from the local Lowe's store asking me to bring it into the store. No! I wanted it delivered to my office for a reason. I was first told the only way to get a replacement was to order a new one, and then when Lowe's got the old one back, they would refund the money to my card. So basically Lowe's wants me to have TWO charges sitting on my card while they sort things out. When I told them that was unacceptable, the local store told me they would send someone to pick up the old fridge, then credit my card, and I could then reorder online in a few days once the credit had processed on my card. Of course, if the next fridge is also defective, I'll have to go through this whole ordeal again. How is it that a company as big as Lowe's does not have a reasonable, sensible return for defective products in place? Why don't they just send out a new one and pick up the old one at the same time? So basically, I have to wait and sort this out locally (where the fridge is not even available in the store) because they will not attempt to make good on the product they sold online. I will probably not be ordering EVER AGAIN from Lowes.com since they don't have a system in place to swap out defective merchandise. The local guy, who was very nice, told me that lowes.com always sends their complaints to the local store to handle, and then the local store ends up with a piece of defective merchandise for which they don't get credit. Talk about screwing everyone from the customer to the local store who bears no fault in this.

I began in December 2016 ordering new counter tops. The end of March 2017 the contract was signed. After two months and much run around I cancelled the order after much resistance from the local store on Skibo Rd Fayetteville, NC. On May 20th when the order was cancelled a local business came and measured for new tops and they have been installed and we are very pleased. Lowes has lost a lot of customers due to the lack of customer service. Lowes needs to review their training for associates and Managers. To say the least they lost a sale in excess of $8500.00 from us.
Today I went to the new Hope Mills location and there was no cashiers on the floor. On self checkout open with 10 people waiting to check out. Just another example of poor customer service.
I have requested that corporate contact me and as of today no one has contacted me.
Be assured I will tell everyone about the poor customer service.
Rick was the Manager I spoke with on May 10th. Mr. Singletary only passes the buck and Janice was the sales associate that processed the contract. Rich was the only person that followed through with his commitments.

On May 9, 2016 I signed a contract # 0332607 for $5, 985.00 with LOWE'S to install siding for an enclosed back porch. The day the contractors remove the old siding they discovered that the wood under the siding was rotted and should be replaced. The contractor contacted LOWE'S and told them the situation. The person from LOWE'S contacted me and said the rotted wood was discovered and additional money would be needed, therefore and additional $1, 000.00 was added to my bill and they would order plywood to replace the rotted wood. The plywood was ordered to replace the damage wood. A couple of months later after the job was completed, during a major rain storm, the tenant downstairs got water in the back room. We contacted LOWE'S. When the contractor came back and he removed the siding where the water was coming into the apartment, we noticed that the screws were not connected to the foundation of the wall because the rotted wood had not being replaced, they had just put the plywood over it which jeopardize the safety of my tenants. The entire job need to be redone which will cost me thousands of dollars because LOWE'S did not do it right the first time. I feel that because they messed up I should have the balance due removed off my LOWE'S credit card.

I ordered windows from Lowes in December. I got a cheaper quote from a local company but thought that with Lowe's I'd have more security that the job would get done. It was a fiasco. The Pella windows are beautiful and the initial installation went well, except that they installed one unmatching window in a room with 6 windows in it, and they forgot to install the window pulls.

After a few months of back and forth, and that's not my job, I got them to come back and replace the window and add hardware...which was the wrong color. Its been 5 months and half the hardware is white and the other half is brushed nickel...on the same windows.

Every time I speak with someone its not their problem. The coordinator sent me to the sales person who sent me to the installer. The 800 number sent me to the store, who sent me to the coordinator, who sent me to the installer...you get the picture. I still have hardware that I paid for that doesn't match.

I hardly ever write any reviews and complaints letters but would like to share this with other customers and possibly save somebody from a disaster and a lot of unnecessary stress. We ordered lumber and roofing from Lowe's in Sylva NC, over 5, 000 $ order over a week ago. We can't get it delivered and it seems we were lied to twice by Lowe's customer service. Every time I called them, talked to somebody else and never felt like anybody cared about our delivery. The ordered should have been delivered yesterday, they said would call and let us know. I called Lowe's three times yesterday and got nowhere. The first time, a girl told me that the delivery is on the way and should be there in the afternoon. There was no call from Lowe's till the afternoon so I called them back and was told the delivery guy is in route and be there by evening time. The evening came and no delivery guy so called them back again and was told that "a part" (never told me which part and what was missing) of the order just came in yesterday so they will deliver today and they would call and let me know what time. Nobody called today so I called them back and was told that their delivery guy called out and they have nobody to deliver my order and they will deliver on Sat morning (tomorrow is Friday) . Needless to say, I am very upset because we have contractors waiting and now have to call them off till next week. The guy from Lowe's didn't seem to think this was a big deal and did not seem to care about my delivery. All I got was " oh, I don't know" and " I wasn't here yesterday".

They are incompetent and don't care about their customers. I am thinking about cancelling my order since there is no guarantee that the delivery guy will show up on Sat. I will not order anything else from Lowe's in Sylva, NC in the future.

I purchase some items from the store. The items in sealed packets but not required. As I lost the receipt Lowe's has chosen not to accept any returns.

The customer service department has requested me to on three occasions make an attempt to return the merchandise. The merchandise was rejected each time. The customer service department at corporate is Pleasant once you reach them, however has no authority to motivate the returns and assist regular clients.

Now I am stuck with about $300 worth of parts for my broken item.

I ordered the washer 2 weeks ago, approximately May 1st, after being without a washer for at least 3 weeks. Arrangements were made for it to be delivered today, May 11. Last Friday, May 5th, I came home to a note on the door saying Lowe's had attempted delivery at 10:00 a.m. My husband and I were dumbfounded, but stupidly assumed that they would deliver the washer on the correct date which was TODAY, MAY 11. Worried that they would mess it up again, I called this morning and inquired. After speaking with the delivery crew, the young man on the phone told me that they could not come today! No time. Now, the first date available is next Monday, May 15. That is when they plan to come if it doesn't get confused again.
I feel like cancelling at this point, but am worried that 1.) I will not get my money back in a timely manner, and 2.) I may have to wait even longer for a washer.
The kid on the phone did not even offer an apology. I am not impressed, and if I follow through with this, will order from
Sears or Home Depot next time an appliance breaks down.
Jacqueline Aston
Lake View, New York.
[protected]@outlook.com

My landlady wanted to order a stove from Lowes rather than a local company. I went to the store (April 30th) on her behalf to obtain information as to sales price, delivery times etc. Was told If she ordered on the phone by Tuesday we could have it delivered Weds. or Thursday of the first week of May.

Landlady called and gave me information as to her order never stated anything about them having to order item as I was never told that either and it would take 7-10 days to order it to the store.

I called store on Monday, May 8th to determine status. Was told is was not in as yet I explained how we were never told it had to be ordered, did they have a estimated date? The person whose name I did not get because they don't state who they are when they answer the department phone, stated it should be in Tuesday evening for delivery on Weds. I stated I had a Drs appt, he stated they "they" will call me with a 2 hour window> I said if I am not available are they going to put it on the truck and drive around with it all day? He kept repeating they (whomever they are) will call with a 2 hour window. Ok, Never said when, what day whatever. Never said well I can re-schedule for you, nope never offered that option which would have been more logical and customer service oriented. So I rescheduled my appts expecting a call from "they" advising of delivery so I could tell them ok to come ahead. I called delivery desk they had no record. Transferred to appliances, got same person once again. He still apparently hates his job as he was so rude. Said HE cancelled delivery but never told me he did that or was going to do that. Said cuz I stated I had a appt. on Weds., but never was agreed upon to reschedule or even talked about. He just did this on his own. Would have been nice if he said well lets see what day works for both of us, not what works for Lowes. Then he was yelling at me, do you spend all day at the Drs? (None of his business) then he said if I called then cable company I would have to wait all day, really? what does that have to do with my delivery. So now he has it scheduled for Thursday, of which I wont be around have an appt which could take most of the day. So Now I don't know when the stove will be delivered. He apparently does what he wants and does not work nice with others. If he dislikes his job so much then go find something else, don't yell at customers! I will NOT EVER set foot in the door of any of your stores in the future. Lowes does not exist to me and if I have to go to ACE and get customer service or another appliance store I will do so, but Lowes needs to train their people what customer service really is...and referral, forget that!

Order #[protected] Christine Koelsch [protected]
I am the tenant awaiting delivery as landlord is in Washington State

Dear Sir,
I purchased an 11 pcs. Vent kit item # 205855 online and submitted it and received an order # [protected] after it was processed. I received an email the next day saying that the order was delayed, and was being shipped to the Lowes Amherst, New York store on [protected]. I began to track my order, and to my surprise, my order was cancelled. I didn't cancel it, and called the Amherst store and asked why? Customer Service girl said they did not stock the item and they cancelled the order. She said they don't carry this item anymore. I said I didn't appreciate the store doing that, without trying to locate it at another's store, and shipping it to there store. She said I would have to go online and order it again.
I proceeded to check online to see what store might have it, and found that the Lowes Springville, New York store had 6 of the same item #s at their store. I called and spoke to Matt in the plumbing and heating department, and asked him if he could ship the order for me to the Lowes Amherst store. He said he would, but I would have to wait a couple of days. I said no problem, and he asked for the order #, and I gave him #[protected]. Matt looked it up on the computer, and recognized that their was a difference in price. He said that he would call me back . Matt called me back, and said he could not send it and said that I would have to call customer service at the Lowes Amherst store. Well, I called Lowes Amherst store customer service and explained to the girl there that I didn't cancel my order and that there were 6 items of the same item # Lowes Springville store and why didn't she have the ship it to their store, she just said I would have to reorder it online again and pay the new price for the item . I was shocked, that just because their was a difference in price, I would have to order it again.
When I went online originally to purchase the item #205885, I purchased it as I would have in any other store, using the computer format and procedure that was available to me. I purchased this product in good faith base on the price that was in front on my computer screen. I am not responsible for the price of the items that you the store provider shows to the consumer, for which I am. The purchase was processed, and I received an order # when the order was submitted after I gave all necessary information as requsted by order form. I have all documents photographed, and am attaching them with this complaint.
I would appreciate it if you would expedite my request to ship my purchased
Item to the Lowes Amherst store as soon as you consider this matter.
I appreciate your time and efforts in helping me to settle this matter.

Thank you,
Eileen Tschari
[protected]
[protected]@icloud.com

I received a range and refrigerator today.
The refrigerator door at the top and side is not sealing and coming opened.
I called at 1:00 PM today the store plus customer service which spoke to appliance manager Nathen.
I was told that the delivery people would be dispatched back to my house it is now 6:00PM, 5 hours later no contact whatsoever.
I have food and vital insulin that will ruin overnight.

I need a replacement……
The range had no paperwork at all with it, the bottom drawer has dust and bobby pins, the handle has 4 nicks, looks like the delivery people dinged it when moving it.
The range looks used.

My biggest concern is the refrigerator with the door not sealing properly.
I have taken pics and am seeking further help.
I wish the delivery people would come back and see if they could fix the refrigerator door; I cannot believe they left it this way, the installer was tall enough to see the top that it was not sealing – I had to get on a chair when I noticed the door opening.

I can't believe I am going to have to spend the night with a refrigerator not sealing, I can not leave to get ice for my cooler, I live alone and Lowes might call.
Just waiting, hoping for someone to call back.

Lowes in Pineville Louisiana has lost interest in their employees growth within the store. You can not broaden your skill. It's favoritism within. They put employees in positions that are not qualified and don't have the skills, and the one that does they tell them that they missed it by 1 or 2 points durning interview. Their resume is never looked at for skills and profession and years of service w this company.
Employee with years of service is given 1 year to find a new job or apply for another position and they put someone else in their position that dont know how to run the position. Those employees has dream to become a ASM or maybe store manager. Not now, this company is not about growth, its about the CEO pockets. What happen to audits, secret shopper, Star programs, Voice team? There is no joy work for a company like this. Its like slavery, and that is not what God intended jobs to be like.
If it wasn't for the employees there would be no Lowes. The Employees are not robots or slaves the are human beings wants growth for them in this company. Send the CEO in without letting anyone know and talk to the employee's and see how unhappy they are.
I would like to see a Black manager in the Pineville store that will bring change to this store and everyone eill be treated equally.

I received a special financing offer of 18 months no interest by mail. It says: " valid in-store only now through 4/22/17" with my Lowe's Consumer Credit Card, $299.00 minimum purchase required.

We went to Lowe's yesterday 4/18/17 and got a purchase of $1725 but neither the "associate" nor the manager there knew what to do and I ended up with a purchase of 17 hundred to pay in 6 months instead of 18 months because they told me that consumer credit card customer service should fix it for me.

I have called credit card customer service but they don't know of any offer like the one I got and was told customer service at the store should be able to fix it since they are the ones that can actually see my mailed offer. It's been a pain going back and for trying to fix this. I was even told that same offer will be valid tomorrow at any store.

I am attaching a picture of my receipt and the offer I got by mail. All I want is for Lowe's to honor their mailed offer and save me the pain of returning my entire purchase and buying it again tomorrow (as they suggested).

Thanks for any help.

We took our Husqvarna zero turn mower in for repair on April 1, 2017. We were told it was still under warranty and anything electrical or mechanical would be cover 100% and anything else up to $300 would be covered. We were also told we would receive a call before any work was done that we would have to pay for. We were told this on 3 separate occasions by the warranty department. On April 14 we decided to check at the store on our mower to be told it was fixed and had been there. On April 15 we went to pick it up and was charged $152.50. $30 was for a pick up and delivery fee which is fine but we were not told about. After a few more conversations with the warranty dept they changed what we were originally told and said we had to pay for it because our drive belt was routed wrong. So we had to pay $122.50 to reroute a drive belt that we could have done ourself. The other things that were covered under warranty were not repaired and to get the other stuff fixed now, we have to take it back to the store and pay another $30 pick up and delivery fee. This is the worst experience I have ever had with any store or company ever. The warranty dept and the store need to have the same information and should let the customers know ahead of time. I will never return to lowes for a large purchase again. They have lost very good customers by losing myself and my husband. We went to lowes for everything.

I bought lawnmower (Invoice # 09470) at Lowe's on 8/16 and it would not start on 4/17 with loose coils. I called Lowe's Service/Delivery Dept on Friday morning and they agreed to pick up lawnmower. I have a medical condition and could not bring to store. I waited all day Friday (missed medical appointment) with no call or truck. I called Friday night and Delivery Dept (Kevin) stated that I was on the manifest for pick up on Saturday. I waited all day Saturday with no call or truck. I am now done shopping at Lowe's.

I recently placed an order at Lowes, Governor's Pointe, 9380 Mason Montgomery Rd, Mason, OH 45040 for engineered hardwood/laminate installation. On ordering, I was told 7-10 days and their team would be out to install the product, 1500 sq ft. I paid for the service and explained that I was moving into the currently empty home on May 1st, again I was promised 7-10 days. I was called today by a representative of Lowes, to be told the earliest he could look into my install was May 3rd.I asked why I was promised April 17th? I was told I shouldn't have been told that and basically, this was my problem, no compensation for the inconvenience or lies I was told.

This is not acceptable. If I was told the truth I wouldn't have placed the order and would've gone with Empire flooring, who were slightly more expensive but offered a far greater standard of customer service.
I am moving into our new home on May 1st, furniture will be in place and my two children and pets accommodated. My furniture are heavy antiques, no offenses but I would like these items handled carefully with limited moving and by professionals, the repair would be costly and the pieces can't be replaced.
I would like Lowes to back their promise for installation on April 17th. I don't like being lied too.