Lowe's review: Appliance delivery / Installation 4

Was supposed to have a gas stove delivered, which we purchased from the Lowe's in Leesburg, FL. Delivery day was a catastrophe and this is the second time having trouble with a FL delivery! Delivery for this stove was to be during a 2 hour a.m. window. We were to have gotten a call the night before- nope! We called Lowe's and were assured it would be delivered that day- no such luck. Kept trying to call delivery company, with no success; hung on incessantly and gave up. When we were able to contact someone at Lowe's, the delivery company stated we had not been home- WRONG; been waiting for them since 8:00 that morning! Lowe's was trying to still arrange delivery that day, but we knew by late afternoon it was not going to happen and since we couldn't contact the delivery company, we went in person to that Lowe's. Prior to that we tried to contact the appliance manager, Jim, who had promised us he would help us with whatever we needed, after we complained about the salesman's attitude. Stayed at store at least 2 hours. A "manager" of customer service tried to reach the delivery company, also, but had to hold on for at least a half hour and then got disconnected; tried to reach them again because she had been told on computer or some way order was canceled, but she didn't know if it was delivery canceled or the order. Unbelievable that the store can't reach the company that is delivering for them. We had wanted to cancel order at that time, but she couldn't do it until she got answer from delivery company. At that point, my husband went back to appliance department and spoke to Rusty, whom he had spoken to several times during the day; thank goodness for the contact with him. He was polite and responsible, efficient and promised to try to take care of delivery for the next day, which he did! (The manager, Jim, saw my husband and made sure to avoid him, since he avoided his phone calls all day.) If it had not been for Rusty, we would still be waiting for our stove and contact from the delivery company. Incidentally, do not know where delivery company got the phone number they were calling; it was an OLD FAX number and there was no reason for Lowe's to have ever had it. My husband had given the original salesman 2 numbers to reach us at, so don't know where this number was pulled from- guess that's why we weren't home! We previously had trouble with delivery of a freezer a couple of years ago, but nothing like this.

After 35 years, our Sears Refrigerator was going out. We bought a Whirlpool from Lowes. Lots of room thru the gate, sliding door. These guys were in such a hurry, about tore the door off, hit the sliding door and put a dent in the side .The sliding was hit so hard, it was off the wheels in the back. They hooked the water line (New) to the valve and used pliers and stripped the fitting. They were supposed to screw the line down, they didn't. The handles were crooked, just awful . I will never buy from Lowes, Vallejo, Ca.
Byron

I purchased a refrigerator from Lowes in Cortland, NY. I asked the sales person Matt at least three times if they would change the doors to open on the right side. He told me that the delivery persons would do that for us. Delivery was on schedule but when we reminded the delivery people that we needed the doors to be changed, they replied that their boss told them they couldn't do that. They were going to just leave the refrigerator on my sun porch and leave. I immediately called the local Lowes store where I purchased the refrigerator and talked to a sales person in the appliance department named Peter. My husband told Peter we were very upset about the delivery person not changing the doors and Peter openly mocked my husband over the phone. This is not acceptable! I then asked to speak to Matt, who is the person who sold us the refrigerator. He apologized and assured me that the delivery person's job description included changing the doors. In the meantime the delivery person got the ok to go ahead and change the doors. It wasn't done correctly and my husband had to take them off later and correct it. Needless to say we will not be buying any more appliances from Lowes. Previously we had bought our stove, previous refrigerator, and washer and dryer from Lowes, You would think they would want to keep our business. It is hard to find good customer service any more. Sad!

My landlord ordered a new gas range which was scheduled for delivery on March 3. He was the contact person with the Lowes delivery service (which I know know from their post installation survey was called DSI). He told me that they they would be delivering the range in the afternoon around 2 pm, and that they would call him :30 minutes ahead. At about 12:30 my doorbell rang with no advance notice and they had arrived. I requested them to use shoe coverings or let me put something on my white hall carpet but they just came in anyway. When the learned that the stove gas connection was too old to be used, I called my landlord. They told me they could not wait, and left. The head of the team of two men told me his name was Wilson.
My landlord texted me on March 4 in the evening, saying he had been given a delivery window of between 12 and 3 pm for Friday, March 5. Based on this, I went out, and returned at 11:45 am to find the truck double-parked outside my building, the range unloaded and sitting in the street and the same delivery man as yesterday (Wilson?) leaning against the outside wall on the phone. He then began to raise his voice saying he had been scheduled for 10 to 12, and had been waiting :30 minutes. He was quite rude. I let him in, and again, asked him to wait while I covered my white rug in the hallway. Once they removed the old stove, I tried to clean the grease and rust off the floor where the old one had been, but they couldn't wait, and put the range in over the grease. I asked them to wipe their feet before they left the kitchen, to no avail. They immediately left, as I was running after them asking if there was any type of manual or paperwork, and they yelled from the hall that they'd left it by the sink.
While I appreciate that they are on a delivery schedule, they did NOT follow their own procedure regarding arriving at the correct time (they came too early BOTH days); did not remove their dirty shoes or use shoe coverings or even wait while I put a protective covering on my carpet; were less than courteous, to say the least. My landlord said the scheduler to whom he had spoken had made promises about the scheduling which were NOT kept (see above). Neither of us will EVER USE LOWES AGAIN and will spread the word.
France G. Cow Hollow District of San Francisco, tenant in apartment building