Lowe's
Reviews and Complaints

My wife and I purchased flooring and an installation from Lowe’s. What a mistake.

-What should have been 1 appointment turned into 8 over a two month period. Four times the installers were an hour late outside their installation window. Once they didn’t even bother to show up. When I called to see what was going on, I was told they would find out and give me a call back to update me. They never did.

-Lowe’s shipped damaged product. Then they didn’t ship enough product. Neither Lowe’s nor the installer thought to order more product when they couldn’t complete the job. So when they came by to finish the job….they couldn’t.

-When Lowe’s finally got enough product, I received a message that it is waiting at the store. When the installer went to pick it up, it wasn’t there. It was at a warehouse and he had to go pick that up. When emailing Alex L. about the problem (he gave me his email to help with the problems I’ve been having) to check about it, no response.

-The installers damaged the threshold of our door. They didn’t bother to tell me they damaged it. I had to find it and bring it up.

-I’ve had to call multiple times to either get updates or get the ball moving on this project. Lowe’s doesn’t seem to communicate within their own departments, or their 3rd party installers.

-Lowe’s has talked to me about compensation at different times. But then, apparently, I have follow up with them on it. Otherwise, they’ll let it slide. Now I’m waiting for their decision on compensation, but they keep pushing back the final determination.

TLDR: Lowe’s will be friendly and pleasant, but obviously doesn’t respect their customers or their time.

The store in Medford was outstanding on taking care of my problem. However, my issue is with Lowe's landing page ordering my stove and microwave. When you order online what's not clear is how you go about ordering with installation. I ordered the stove/oven with a microwave, a package through the website, but nowhere does it have a box to check or comments for installation or does it ask if installation is needed. I was told when you go to pay, nope - nada. When my order arrived, which BTW I ordered gas instead of electric, they took back the stove, but could not install the microwave because you have to set that up in the store, which nothing on the website tells you that. The team at the store ordered my electric stove with installation (because it can be done from their computers). Then separately set up my microwave install with handwritten paperwork, which had to be done in the store. What a waste of consumer time. I spent from 3:45p-5:30p once I received assistance the whole thing was corrected through their computers. Why then order anything online, if only you have to go into the store for installation. That's my biggest complaint. Lowe's look at your website and make sure it is user friendly and their needs are met, without wasting a consumer's time and the stores. Thank you,

I had the worst vendor experience of my life attempting to get an new entry door installed. There are so many different departments and none of them take ownership. They sent a bad door after a month of waiting. Took forever to get someone to address the situation and order another door. After another month of waiting and being told the door was on it's way, I was informed no one ever re-ordered the door. I wasted 2.5 months and hours and hours of my time calling 5 different departments involved. Even a few of the people involved apologized as they knew how horrible it is to deal with Lowe's on an installation. Do not use this company for installs. Horrible!

Tuesday April 9TH I placed an order for a dryer that was “in stock.” Wednesday I was notified that part of my order was ready (power cord, clamps, and hose) but not the dryer. When I called about the order they told me that the dryer wouldn’t be in until the 17TH I then asked if they had anything else in stock I could get because I needed a dryer. I went online and found a similar one with the same features and ask if I could get it. They checked on it and I was called back by an employee who said I could get the one I asked for and that he could have it ready for pick up that day. I informed him that it was late and that I had to work that night, but if he could have it ready for pick up I would get my cousin to load it in his truck and head on to work from Lowes. Upon arrival I asked an associate about the order and they had no clue what I was talking about, my order hadn’t came in I was told. After waiting 15 or twenty minutes she finally reached the gentleman I had talked to and he came to the counter. He told me he thought I was going to call him back and let him know I would be there to pick it up, and I said I told him I would be there if he had it ready. It wasn’t even pulled off the shelf at this point. I was there for an hour and fifteen minutes before it was finally ready to load onto the truck. Then I get home and discover the dryer was damaged and that they gave me the wrong power cord. I tried to contact Lowes but the receipt I had was for the cancelled order of my first purchase and they had no clue what order I was referring to. I sent out two emails and finally got in touch with corporate Lowes who then informed me that it had been more than 48 hours so they would have to refer me to the manufacturer to get the dryer repaired. Knowing I had tried to contact them and that I had been transferred by phone from one department to another a dozen times, but they didn’t care. Their associates are rude and they constantly try to make you feel like it’s your fault.

what a horrible experience. I walked back in the shop after I purchased $600 outdoor table that came out without screws for the chairs. they introduced me to Mr Robinson. the main manager of the shop. I tried to explain what I needed but the guy started walking without even answering or communicating with me in any way, just walking with his head straight like zombie trying to show off his bad [censored] look. I didnt know where that was coming from but I couldn’t give much time to an attitude that comes from nowhere and for no reason. he told me with firm eyes to wait for somebody instead to take the screws himself and give them to me. over ten minutes of waiting and I see passing by with 2 customers without looking at me, so I followed him and when he turned around i had to deal with his funny bad [censored] look on his face again, he took his little radio and staring at me he said the gentlem his coming over there now! I really didn’t want to deal with his depressiion that tries to to vent off at work and with the wrong people.Very bad customer service from a character that shows up with a freak look and not professional for the position that Lowe’s gave him. mr Robinson your device really sucked like your haircut lol.

In September 2023, Lowe's came and did an estimate. 6 windows, sliding door. Came in just under 12k. They used Milgard windows, double lifetime warranty, etc. So, I signed away. Lowe's measured, then the installer came and did the same. October-install date. I assumed things were going well. The installers never really said much. It seemed quite messy. Vinyl shavings and pieces everywhere. Saw them trimming the new windows, I found it odd, but since I'm not an installer, I just figured that was normal (it's not. Like bigtime). 5pm and I notice my kitchen window still had not been removed. I ask what's up. Now I know why they never came and said anything. In broken English, he explained the window "was made in the wrong size". At this point, he also shows me the 3 windows in the family room have a small gap between the frame and slider. The dining room window has an even bigger gap, about 1/8 to 1/4 inch. It was not even up an down. They say its the manufacturer. After they leave, I notice that the frames are not symmetrical on the top and bottom of all the windows. Some have 1/2 inch vs 1 1/2 inch. November comes. The dining room window, since it has this gap, leaks water. Then December and more intense rain. Family room springs a leak. A good size one that soaks towels. All the while, I've called Lowe's maybe 50 times trying to figure out when they are going to fix this. They are waiting for Milgard to inspect.

January comes: Windows still leaking. Another contractor came out to give an estimate to fix the issue (I had them come), they stated windows installed bad. Need to replace all. Slider had no caps on the screws. The screws were all over, not symmetrical at all. Some went clear through the vinyl, others were not flush with the frame.

Milgard missed multiple appointments and/or canceled minutes before they were to arrive. Finally at the end of February they come. NO manufacturer defect. ALSO...the warranty would be void if the windows were cut. The non symmetrical part of the frame...that was due to the windows being trimmed down.

Lowe's comes with the installer. The Lowe's manager has the audacity to say the water lea is pre-existing and coming from the roof...of a 2 story home. I guess water is smart that way. Anyway, no leaks in the 6 years I've had the house, until Lowe's came.

Discovered during the slider install, they also damaged the flooring. Broke the transition strip. Never said a thing. They used silicone to glue it back together, silicone sealed all the way around the strip and then used some finishing nails through the strip into the laminate for good measure. Now the floor creaks. Flooring company came and said because its nailed and sealed, the floor isn't able to expand/contract, and there's the noise.

Lowe's did finally call. They offered to remove and reinstall the leaking window to determine the leak. The same damn window. Then they will order a new one. They never addressed ANY of the other issues. Including the ones their own installer initially reported. I've waited 2 weeks now and crickets.

Their own adjuster's report has ensuing damages to the floor and the outside window trim (likely where the leaks comes from). Lowe's doesn't address this.

This company is horrible. They do not respond to emails. They outright lie: Lowe's has told Synchrony Bank, their bond company and the state contractors board that I am refusing to let them come out. Can't refuse something that isn't offered. Then they handwrite this little note from the store saying they "purchased a new window for the customer". This refers to the kitchen window. The one I found out they measured wrong and was 10 inches too large. SO yeah, they did purchase a new window. Because THEY screwed up.

So, here we are. It's March. The window still leaks in the rain. The window sill has not become mushy. There was moisture in the walls when I had ServPro come and do that inspection. Lowe's was very generous and offered to just refund my card. Not fix any of the mess up, just give me back the money and be done with it. That is NEVER going to happen.

Avoid my headache. Stay away from these shady people. When things go right, they are fine. As soon as something happens, they try to shift it to your fault, which is frustrating and just plain odd. I didn't install the damn things.

If the contractors board and local TV station don't help, it'll be time to waste 8k on an attorney. They are going to fix everything one way or another.

The good part...they don't know how to properly use the "reply" function, so that worked in my favor. AND I have ring cameras everywhere. Amazing what you see when people don't know they are there.

I bought a new washer and dryer from Lowes on 10/03/2023. Delivery of the dryer was 10-19-2023. The hook-up, and removal of the old dryer was botched.

sent an email to Lowes Customer Service on 10/19/2023 and ad a follow-up email on 10/30/2023.

I also sent a letter to the manager of the Lowes store where I made the purchase, on 10/20/2023.

As of this date, 11/27/2023, I have not received a contact from wither the Lowes Customer service department or the store manager.

I guess they don't really care about their customers. I will not buy appliance from Lowes in the future.

So 2 months ago we ordered a dishwasher for my 80 year old father in law. A month ago we were ready for them to come to install it and they call and said that the dishwasher got damaged on the truck and a new on has to be ordered. We though ok that happens . So today they were supposed to come between 1-5 but no one came because whoever was supposed to order it never did. So now we have to wait another month.

Had a washing machine that died. Contacted Lowe's Assurant and filled out a service request. Said I would here back within 2 business days. After 4 days we found out how to get a live human on the phone who said I left out the provider. It didn't ask for one. After 4 more days they finally decided to send us an electronic gift card to buy a replacement.

But it only gets worse from here. I went online to the local store to see what was in stock and available for pickup. Contacted a family member to pick it up and deliver for me. I the proceeded back to web page and for the washer we wanted it stated "Available for pickup in 3 hours". After I completed the checkout, it said it would not be available for 6 days. Thats when I called the store for assistance. They said nothing they could do. I then checked nearby stores and located one in stock. I called to see if they could let me pick it up there. It would take 10 to 14 days to get a replacement gift card to pay for it. I then checked for other inventory at the original store and found a couple in stock. Called to see if I could change the order and got another NO.

I then called Customer (NO) Service and they were no help at all. You cannot get anyone that has the power to help you especially on weekends. Then on Monday tried to contact a store manager and was told that ALL Managers are in a meeting that would last the remainder of the day. Left a message for the store manager to call me before he left for the day. It is now 9:40AM on Tuesday and no one has called.

For this lack of service, I will NEVER shop at Lowe's again unless it is a dire emergency.

Two of the four kitchen appliances that I ordered arrived dented. I returned one, and they made the return and replacement process more difficult than it needed to be. The refrigerator delivery person told me that the refrigerator wouldn't fit under the cabinets and was pushy about demanding a decision whether or not to accept delivery of the refrigerator while I was attempting to reach someone at Lowe's about the problem. The other man with him determined that it would fit after all. But they broke off floor trim and took paint off the walls bringing it in. They scraped paint off my walls onto the ice and water dispenser. They failed to connect the water to it although I had paid for them to do so. I had to pay a contractor to do what they failed to do that I already paid them for as well as touch up where they messed up the baseboards and paint. Once cabinets are installed Lowe's takes three weeks after they get around to measuring ("templating") to install the countertops. An outside company did the template and installation on one day. The kitchen design was done well by an employee who left the company before my cabinets were completed. One cabinet door was a complete color mismatch. The cabinet company sent me a replacement door that was no better. Lowe's employees gave me garbage about "natural variation"; my contractor said that the mismatched doors never should have left the factory. The second replacement cabinet door finally matched the rest of the cabinetry. But the installer didn't feel like coming by to put it on for about a month, even though it took under an hour when he finally felt like showing up. Response to complaints was always unsatisfactory, usually telling me to contact a different person to ignore me and eventually tell me to contact another person to ignore me. I will not use Lowe's for any further major upgrade projects. I've gotten tired of my complaints getting ignored and redirected to be ignored some more for months by Lowe's. I am likely to find someone at the media to tell about the abysmal service I received, and I think that they are more likely to care than Lowe's.

Tried to purchase a dishwasher in-store, was told I need to go home and do it online. Weird, but ok. Purchase the dishwasher, installation and haul away (which I had to drive back to the store and do in person). 22 days later install day arrives and the contracted installation guy calls to say Lowes doesn't have your dishwasher. No call, text, email...nothing from Lowes. The third party installer was the only one to contact me. After 1.5 hours on hold with Lowes, the manager, Michael tells me the dishwasher isn't available and they won't be getting any more in, we need to cancel and redo the order for a similar dishwasher and he honored my original sales price. I go back to the store to do it in person and Jack, the sales guy goes to the back and confirms, "yes there is one back there, I saw it for myself" so I give them more of my money and buy it.

A week later I get a call from Jack (the sales guy that sold me both the first (unavailable) dishwasher and the second replacement dishwasher) and the EXACT SAME THING HAPPENS AGAIN. They said they had one in store when they sold it to me but SOLD IT TO SOMEONE ELSE TOO. Lowes now has over $2,500 of my money (still haven't been refunded for either dishwasher) and I have no dishwasher.

It's not even bad customer service, it's non-existent. There is none. Apparently there are no dishwashers for them to even be selling either. Save yourself time and money and just go to HomeDepot.

Purchased Maytag washer MVW7232hwo in August 2021. Purchased extended service plan covering till 2026. Five weeks ago failed to drain tub. Service technician made three service calls replacing pump and then circuit board. In both cases failure to drain continued. Technician determined not cost effective to repair. Lowe's extended service plan organization continues to maintain their service technician has not reported inability to repair.and has refused to replace the detective washer. They have refused to provide number or Email address so I can confirm technician has provided his report to correct address. He confirmed he had provided the report twice. I have given up on Lowe's meeting it's commitment. I emailed your CEO last week recommending he review the corporate policies on extended service plans. Have not heard back from his staff. In the past I have purchased numerous items from.Lowe's and always had good experiences. Not so much any more. Number associated with extended service plan is [protected].

Our Kenmore refrigerator was no longer cooling. We went to Lowe's in Lebanon and purchased a LG refrigerator. However Lowe's in Lebanon sent us to East Lancaster store who apparently had it in stock. We went and purchased it. It was delivered 2 days later and hooked up. It didn't cool. So after multiple calls, Lowe's came and rempved it the following Wednesday. The water hose was never capped off therefore causing a problem. Lowe's could n't send anyone out there fore I had notified a plumber who came out and fixed the problem. A new refrigerator was delivered the day after Labor Day and it was dented. We cancelled our order and we should be refunded our money. I am requesting a refund of $89.00 which was the cost of the plumber.

went to store0129 waco texas bought some clear roofing panels noticed after loading on cart some were damaged talked to employee wade about it he went to check about some more they were damaged called for manager susan she came and looked at the damaged ones gave me a discount wade went and help me load my trailer nicest two people you can meet lowes is lucky to have these two employees

Door is coming apart. With packing the door is over 70 pounds. I can not take it off and return as requested

Explained that I just wanted it repaired said I needed to return it to the store for full refund

Offer 150

The door was purchased for 369.72 minus 5 percent discount plus 8.25 tax

Also was purchased a kit for 123 not sure if it will fit another door

But also I paid someone to deliver, paint and install the door with updating the whole room at least$400 for paint and delivery and install total for 892 -44.6 plus 69.91 =917.31 so no 150 gift card would not do

WARNING: I am a realtor and property manager. I have never had such a nightmare experience with ANY of my vendors.
It started with trying to order a set of $5000 of appliances. My property owner and I could not get the appliance dept on the phone. we were told please hold then disconnect multiple times.
Finally, we were able to place the order. They then were charging more than the online prices and said there is a "glitch in the system".
They set up delivery - which this is a vacant property, They said it was no problem to call 1/2 hour before delivery. Not only did they not call before going, but they also had the wrong number to call in the notes. After calling to reach a mgr. several times and being on hold for over 40 minutes, they rescheduled for the next day (today) the driver called 10 min prior and refused to wait (documented). There is a tenant moving in tomorrow with a small child and no place to even keep milk cold. We are going on day 5 of this nightmare and they DO NOT CARE. Stay away from this store. They only want to blame their contracted delivery company and take no responsibility. Another employee even said they have had trouble with other contracted companies. They also said they had to send someone to measure for the cooktop and double oven, The person came out to measure and then called back and said even though the cooktop and double oven were on the same order they sent the work order to measure days apart and I had to go out again to let him again and he had to take two trips. The asst mgr agreed that was unacceptable.
They do not value your time. It has now taken 5 days of hours on hold and multiple phone calls with nothing solved. Like others I wish there was a ZERO or negative STARS

Purchased a Kitchenaide refrigerator several weeks before Christmas. Was given a scheduled delivery time, took work off. Refrigerator was delivered, between the two delivery personnel only one had some English vocabulary. They pull refrigerator out and began to say, danger, danger, copper. No, no, can not touch copper. I called the number provided if an issue with delivery, and was told they were not allowed to touch copper. Very important info that was no where in their be prepared for delivery video they sent me. I had a copper t valve shut off behind the fridge. Delivery guy stated he would take care of us, he hooked up the old vinyl hose to the t valve but refused to put on the new stainless steel line purchased with fridge. Now that fridge is out from wall six feet he shakes my hand and says enjoy. I asked was he not going to push it in and he stated I could. I said no, he could. He pushed it against the wall and stated enjoy again. I asked were they going to level it, he stated it didn’t need it, new refrigerator. I told him I was going to read installation instructions when they left. Of course, new refrigerators still need leveling. I called the store where I purchased, spoke with night mgr, he looked at install pics and stated they should have installed stainless lines and leveled it. He put in a call and stated I would hear from them that night, if not, call back tomorrow am. Never heard from instal team, so I went directly to the store. Day mgr stated that night mgr was wrong, they are not supposed to touch anything copper. Again, nothing is stated in the video and paper instructions about no copper shut offs. I was treated extremely poor in the store, and asked for them to come pick it up for a refund. Will never step foot in a Lowe’s again. People/businesses make mistakes, but not fixing the mistakes will put one out of business. Lowe’s acted like it was my fault. Will never give them my hard earned money ever again. No one ever reached out during this time to try and make their wrong a right! Avoid Lowe’s appliance sales, unless you are picking up, installing yourself. I still would not take the chance.

I ordered from the Lowe's Clearance website online. The shipper sent the tracking numbers, although the 3 storage buildings never arrived. I was offered a great price due to shipping from China : to take about 3 to 6 months. I appreciate the great price I have already paid, but I need the storage buildings. All three are the 8x20 Plastic storage sheds. I picked all 3 styles offered. If your franchise is like all others, you started up at World Deficit of my Pontificate D.A.W. re, like all other franchises, and it doesn't cease. Everything I have worked for, thieves return it brand new, they state, "it's thieved" and they wrongfully prosecute my 2 sons and I and proceed to embezzle for both to pay theirselves, and embezzle for that. HELP!

Debra Anne McAdams

[protected]

145 Blackwell Street

Ballground, Georgia 30107

I had all 16 windows in my house replaced on 1/4/24

2-3 have screen issues and Lowes was ordering new ones - never got

Bathroom window was supposed to have privacy glass, it did not. Lowes was reordering - never got

Sliding glass was installed on 1/4/24. Person at Lowes ordered the wrong door, so it opened over my heater vent. Took 3 months to receive the right door finally installed on 4/19/24. The day it was installed the installers had issues getting it in. I told them something did not look right about it, caulk is not correct on the outside and you need to hand to open and close the door. I have called several times for a supervisor named Scott and have gotten no return phone call.

Back in Jan 2024 i went to lowes in oneonta ny to have a kitchen desighned and installed. As of today 5/28/2024 job is not complete. Bad measurements meant cabinets did not fit so we went back to reorder replacements and replace some that were damaged as well do to delivery co. the installer only installed 1/3 of the cabinets. Then the replacement cabinets were reorderd and shipped to lowes store #1967. Nki kitchen installers are holding my cabinets hostage because they want more money to continue the install. after numerous calls to lowes i just keep being ignored going on 5 months now. At one point the installer said it was completed. so they gave me a new wo # witch is WO002577468 and the phone no. associated with my order is [protected] Im running out of options thus reaching out to you. Life is not easy without a kitchen to use.On top of that I had bought a new fridgerater ,stove, dishwasher from the same store that i can not use. Dishwasher still in the box.We been having to go out to eat all the time very costly.

Lowes store #1989 I was told to go back and take a picture of shelf price to prove checkout price was wrong. Is it not attendants duty at self check out to do this running around not a 70 year old man on oxygen. Date 5/15 terminal 43 at12:26 PM. Instead of doing what the attendant wanted me to do I just removed the item in question. The attendant would not have anybody check the shelf price insisted I go back and take a picture. He assumed I had to have a camera. He was in a walking boot but if he cannot do his job correctly maybe he should not be working with the public.

Where do i even begin. we are in the middle of remolding my kitchen and had a 6'' gap. Our contractor suggested extending the wall 3 additional inches in order to fit the 9'' cabinet (top and bottom) that you have. however, the Newburgh NY store did not have them in stock but i was able to order them online. On April 20, 2024, I placed the order#100901111240921700 ( 9'' kitchen cabinets) expected pick up April 24th 2024. Keep in mind I had to extend the wall 3'' WHICH was in additional cost that the contractor charged me. On April 25th I called customer service for an update on the cabinets. Customer service couldn't tell me as there were no update in the system. The next morning, I received a text saying the item is out of stock and do not know when it will be available. I went directly to the Newburgh NY store and explain to them what happened. the young lady by the name Arire went beyond her way to find those items for me by looking and calling two stores (Kingston NY and Nanuet NY show them in stock). She spoke with customer service at both stores. the Kingston had the bottom cabinet and nanuet NY showed the top cabinet. Arire told them to please make sure it is in stock as i was 1 hr away. she was placed on hold for 15 minutes. the person at the Nanuet NY Store told Arire they have it and it was with customer service. My husband drove to the Kingston NY store to pick up the bottom cabinet ( 40 minutes the apposite way) i was heading to Nanuet to pick up the top cabinet ( 1 hr away) . while i was 10 minutes away to the store. i received a call to let me know that they do not have the cabinet in stock. I told the person it's impossible because we were told it was put with customer service. he said sorry we don't have it and hung up. i call back and asked for a manager but they never got on the phone. Next morning i called corporate and explain what happened and wanted to speak with a supervisor. I spoke to Moya and explain everything again. She felt horrified. i asked that i want Lowes to pay for (2) 12'' cabinets NOT the additional cost to extend the wall 3'' (keep in mind we paid $1000 to extend the wall 3'' to fit the 9'' cabinets) Now we have to extend the wall 3 more inches to fit the 12" cabinet (in stock) after it was already drywall. The manager Ms. Moya put me on hold as she needed authorization from upper management. The upper manager Christen offered $20.00 and said that's all they can offer me. I told them that's an insult and that I will put in a formal complaint.

Sunday evening (03/17/2024) we completed an online order for kitchen cabinets, countertops as well as misc items for our kitchen remodel. When we completed the order, all items were in stock and scheduled to be delivered to us. This was done through the Auburn Maine store

We received a text message today (03/19/2024) confirming our order and delivery. A couple of hours later, we received an email showing some items have been cancelled from our order and wanted us to choose other options. Since our kitchen plan is what it is, we did not have the ability to replace the 5 cabinets cancelled from our order.

We called and spoke with a gentleman who was trying to be as helpful as possible, including double checking the store for some of the cabinets that had been cancelled. He was able locate 3 of the 5 cabinets in store. He then turned us over to the store manager to help resolve our issue... which didn't work out so well.

We have had to do a separate purchase of these cabinets and have been told we need to pick them because they cannot be added back to the order, For us to ensure we got these, we were told we would need make the purchase over the phone and pick them up so they were not sold prior to our scheduled delivery on 03/22. The other two cabinets we were told we can order from another Lowe's which is an hour drive for us one way and will need to pick these up (Brunswick, Maine)

On top of the hassle, the two we are having to get at another store we are losing the bulk discount (this was given to us in the additional order of 3 from the Auburn Store). When we made this entire order online ($4,211.00) we were given the bulk discount as well as my husband's military discount. We have been told on this order we cannot use the military discount.

It is crazy to me that we made this order, it was confirmed and then items were cancelled forcing us to go through this ordeal of running around to pick up cabinets, having to get a trailer to be able to get them, costing more money for the purchase as well as the time and gas we will use to pick up these items.

We are in the process of remodeling our entire house which is going to be costing at least an additional 20K that we were planning on spending at Lowe's and we are considering other options.

In February 2024, I received the measurements, a quote for tile then made my payment. Lowes delivered the wrong materials, they had pickup the incorrect tile and start packing the correct tile. In the meantime Service Pro arrived, however they noticed a slope on the floor. They called their manager that stated until I have foundation leveled they could not do the job. As many people coming into my home no one notice it. Lowe’s still tried to deliver the tile when Service Pro decided not to do the job. I had to make numerous calls for them to pickup the mortar and grout which was incorrect also.

March 5, 2024, I decided to install carpet in the den. In getting the quote, I asked if there were any discount and was told there was a 10% discount on the carpet. if I had not asked, I would not have known. The closer we got to quote and payment, I was told the 10% discount off carpet is in the form of a gift card. I think all the information should be provided for the customer to make an informed decision.

From March 8 til now, I have tried to pay for the carpet and I was cold transferred all over the stores and department. Finally, spoke to representative that stated do not touch ECR and she says they could not take a payment. I went from Flooring, on hold 15 minutes then disconnected. I called back then transferred to Appliances to another representative. I left voicemail messages to Sales and Executive Office numerous times without a response. Executive Office do not take ownership of the issue even though I have sign contract.

We bought windows from Lowe's in early Sept. Finally installed in Feb. It took way to long to get an appointment. Then we were scheduled 8 am to 7 pm. They showed up at 9:30 and left at 5:30. This meant the job took 2 days (and my husband's time off work) The guy said he bid on the job without including trim (which was part of what we paid for), so he bought trim out of his pocket. The trouble is the trim is not the right size and there is a gap between the trim and sheetrock. Multiple calls to Lowe's corporate have resulted in being given the run-around. We've been told we have to give the installer 2 more days. This 2 more days and 2 more days and 2 more days has not gone on over a month. We have lost all confidence in Lowe's customer service. Obviously customer care is not even a factor, let alone a priority. We have been lied to repeatedly. My husband was assured that if the installer did not contact us and get this done, they would get a new installer. Of course he did not and guess what? We are supposed to give him two. MORE. days.

In case Lowe's thinks we will get tired of this and just go away, that won't happen. We paid too much money for these windows to have a shoddy job. We just started actively looking for a lawyer.

On 2/25/24 12:21 terminal 19 bought open mulch bags marked down 1/2 price the cashier embarrassed me in front of a least 6 people behind me in line and said it was marked down wrong told to call manager total discount was $2.00. I was going to give her the $2.00 to not hold up line. Can look up account on how long I have been a loyal customer with lowes

Laura Brown

​

[protected]@lowes.com

​

Thu 02/15/24 6:46 PM

I had a most aweful experience and it seems that nobody is even trying to make it right let alone feeling like someone even "hears" me about the issue. The washer/dryer were never replaced or properly installed and no one is doing anything about it.

I am tired of trying, and just want something done to rectify this and get it right.

Local store and local delivery managers aren't responding at all.

Thank you so much,

Laura J Brown

From: Laura Brown

Sent: Tuesday, January 16, 2024 9:58 PM

To: christina.[protected]@store.lowes.com

Subject: Fw: Poor Customer Service, no resolution or remedy to-date

Christina,

Should I expect any kind of response? If so, what kind of response time should there be?

Thank you so much,

Laura J Brown

From: Laura Brown

Sent: Saturday, January 6, 2024 8:21 PM

To: pat.m.[protected]@lowes.com ; christina.[protected]@store.lowes.com

Subject: Poor Customer Service, no resolution or remedy to-date

It has taken me a while to be able to sit and write this out, because it was such an incredibly disappointing experience which still makes me terribly angry every week.

I closed on my house mid-June 2023 and had purchased a new washer and dryer on 06/25/23, for arrival after I moved into the house. Delivery was scheduled on Saturday, July 1st.

Lowes, Alton, Il - Sales #S0591LFT 1680870 Transaction # [protected]

Spent $2,500 for the washer and dryer and 5 yr. protection plans ($1499 cash and $1000 Lowes credit card).

Scenario of events that happened:

Initial Delivery

It was rainy the day the washer and dryer were delivered, I was actually looking forward to the delivery. Getting settled into the house, my first home purchase and now to be able to do laundry at home.

-The young man who was the "lead" immediately told me that he could not connect the Gas Dryer because there needed to be a shut off valve or something there before it could be connected, therefore he could/did not touch it.

-Next, the second guy brought the washer in to be put into place, then the lead guy started jumping all over the second guy (right in front of me) because the washer had to be replaced because the feet were not put on it before removing the washer from the truck. Then the lead hooked up the hoses to the washer and to the water valves. He also plugged in the dryer to the electrical outlet.

-Then he told me I could use the washer and dryer. I asked him how I could use the dryer if he refused to hook it up to the gas valve on the floor. He told me that he plugged it in, and it was good to go, it was in working order. I was shocked that he said that it was not connected to the gas line.

-when the lead guy was summarizing things after he was finished with the washer, he began to tell me what an awful job the second guy did, how he messed up the washer and now it would need to be replaced, but an appointment would have to be set up for the warehouse to send out another washer to replace this one. He told me that I should be getting a call from the warehouse to schedule this second part within 24-48 hours. This was July 4th weekend.

-I had purchased the hoses at the store when I paid for the washer and dryer, during the "summary conversation" it was not reviewed very clearly what items I had there already and what was brought off the truck (they were not kept separate). I had to ask two or more times what was not used that I had before they arrived because I had already paid for them and would need to return unused items to the store. I don't know if all unused items were left or taken to the truck.

-the lead guy had started the test cycle on the washer then after it got going through the cycle he left. After I locked the doors when they left, I went back to check the washer and there was water leaking all over the floor from the washer. The drain hose was not properly placed into the drain by the water valves behind the washer.

-Three to Four days later, I never got a call back. I had to go back to the Alton store to find out where to call to get the replacement scheduled so I could have a working washer and dryer. I had to make the call to the warehouse to get this scheduled.

I think it was two weeks later that I had to wait for the appointment. The guys came and they were starting to remove the washer, the guy started to loosen the hose from the water faucet in the wall, it started to spray water, then immediately let go and told me that I would have to call a plumber to fix it, because it wasn't supposed to do that. He would not remove the washer and replace it with the one brought to exchange it out. He left immediately and also told me that I should be receiving a call within 24-48 hours from the warehouse delivery to follow up. I never received a call after that either.

-By this time, I am furious with the severe lack of communication and the complete lack of customer service skills of the teams sent out to customer's homes on these calls. I took my receipts for my purchase and drove back to the Alton store to talk to a Manager.

-I was introduced to Christina Haynes. I began to tell her what I had experienced and now, a month later from my purchase, still do not have a working washer and dryer and yet to hear from anyone that was supposed to call me. She gave me your email address and suggested to explain to you what had happened and how there was no proper follow-up or completion of anything throughout the entire delivery process.

My issues:

I was a loyal Lowes customer until this entire experience occurred.

The "Lead" guy, and I am using that term very loosely. In my opinion, should not be a lead, supervisor or manager. He belittled his team member Infront of the customer then continued on to complain to the customer about what went wrong and completely blamed the issue on his team member. Not once did he apologize or try to make it right. He never owned the mistake, and a Lead guy should have. I realize the delivery guys are young, he had no clue who he was talking to or if the customer he was delivering to / talking to be a manger in their job. This was completely irrelevant to him. If I were to provide any feedback on this guy or do his appraisal, I would strongly recommend that he go through customer service skills training, to learn how to deal with the customer and then some training to own the mistake to help make it right to the customer.

The second guy who was supposed to exchange or replace them out - he didn't even look at the hoses / valves. He just put his hands in up in the air and stepped back and said he could not touch it. It was broken and I had to call a plumber. The pressure needed to be relieved from the hose, that is why it was spraying water and hissing. Had he properly checked the hose, he would have been able to complete the exchange as he was supposed to. So, I had to wait longer still...

I hope you can understand the extremity of what went wrong throughout this entire process. Not once when I had to call the warehouse did anyone on the phone try to make it right, by any means possible. No manager returned a call back to me, if they did, they certainly did not leave a message.

So, here I am with a washer that does not have the feet underneath it. I have no faith in the thought that the washer and dryer were even leveled so they would be secure in operation. Do I use them, or do I not use them because of this situation? I still have to get my laundry done for my family. Of course, the little portion that I had paid for these on a Lowes credit card I still have to make my payments timely, or I will be charged even more $$! Every time I have to make that payment , it is a constant reminder of what I have experienced and made to feel like I just do not matter, I am one of a million customers to Lowes, so why should this matter? Very aggravating and makes me angry each time.

At this point I still want this corrected, and not at my expense. My expense has been taken advantage of enough already. I don't know if anything at all can be done to make this right, if you are able to check into this, I certainly would appreciate it.

Thank you so much,

Laura J Brown

2425 Gillis Street

Alton, IL 62002

Cell [protected]

I paid Loews $35 for an estimate to install a utility sink (to be purchased from Loews) in our laundry room. They NEVER completed the estimate (task/total charge) and then billed my credit card for that transaction service on 11/20/2023 (transaction date) !

1) The first billing was on 11/21/2023 reference number #3261.

2) The second billing was on 02/08/2024 reference number #32AJ.

After they failed to complete the task on the first attempt I complained to the store/dept mgr. and they issued a credit for the $35 estimate charge on my Bank card

(for reference number #3261 on 12/13/2023).

Now Loews has again billed my Bank card for the $35 charge on 2/08/2024 #32AJ a second time? Why would they do that when they NEVER EVER completed the task?

This store # 00440 has many customer service issues which you folks really need to look at/in to!

Regards,

Herbert Eldridge

[protected]

Ocala,Fl. 34480

i am complaining that lowes (outside contractor) provided me measurements for blinds in my home and will not give me my measurements even though i paid for the measurements. I feel like they will give them to me if i use their contractor to install them but at $25 dollars a window it doesn't make since for someone ele to do them. Date 2.1.24 garner nc

I purchased a new KitchenAid refrigerator from Lowe's in Muskogee, Oklahoma on 9-13-2023. The refrigerator was not in stock, so I had to wait on delivery. I specifically requested a three or four person moving - installation crew because the refrigerator is heavy and the house was built in 1906 and is a specially registered National Historic site, City Historical site, and a Historic Neighborhood. Also, the old house has numerous 1906 steps and doors. Lowe's was specifically told not to use a dolly, but use multiple people carrying the refrigerator on safety straps and that certain doors would have to be removed from their hinges to fit the refrigerator.

The refrigerator was delivered by Lowe's, with a Lowe's truck, by two people wearing Lowe's branded shirts on 10-3-2023. Only two people showed up and they had the refrigerator on a dolley. I told them NO and to stop while I called Lowe's. They apparently got the refrigerator to the backdoor and were attempting to push it through the 118 year old glass door. I told them to stop and that the door must be removed from its hinges for the refrigerator to fit and I would get my tools. Upon returning from my vehicle with the tools, I found the glass broken, the tile steps cracked and broken, and the delivery guys cussing. They said they could not enter that way. I took the broken door off its hinges, the refrigerator fit.

Now for the rear inner door. It is also 118 years old and a split "farm door". I said that the door had to be removed in two separate pieces and required special tools that I had in my JEEP. Upon returning, I found the refrigerator on the ground and the antique door chipped and split.

Next phase. Lowe's decides to use front door. Lowe's moves refrigerator to front limestone steps of house. I inform them that plywood must be used to protect the steps. I go get plywood from another house of mine down the street. Upon returning, I find the refrigerator on the ground, dented and door hinges bent. The ancient limestone step under the fallen refrigerator is chipped and cracked, big chip, 2.5"wide. I was told that the refrigerator cannot fit through the front door and the side door was opened. Lowe's broke hinge and stopper on side door. I call my homeowner's insurance.

Next phase. Homeowner's Insurance tells me to instruct Lowe's to leave. They will not. Lowe's pushes refrigerator through side door and rolls refrigerator over freshly refinished oak floors. Scratches floors in living room, dining room, entrance to grand staircase. I ask Lowe's to please leave. Lowe's insists on moving refrigerator into kitchen. I tell them that the kitchen door must be removed to fit (as previous refrigerator required). I stand in kitchen entrance, they pus me out of the way and refrigerator hits 118 year old oak brass door. Door is cracked and big chunk is knocked out of walnut inlay on door. Door frames are scratched and dented. Refrigerator is now in kitchen. I tell Lowe's to leave or I will call the Police. Lowe's leaves.

Refrigerator front door hinges are bent, compressor housing is bent, water inlet is bent and split. Freezer door has fallen off of unit. Refrigerator stainless steel is scratched and dented, front, side, and rear.

I call Lowe's customer service, told to call refrigerator manufacturer. Schedule appointment, no show. Schedule another appointment with Lowe's contractor, no show. Call Synchrony Bank c/o Lowe's, file claim, no response to date. I go to Lowe's store twice, told to call"corporate", no resolution. Its time to call my lawyer!