Lowe's

I am emailing regarding a fence installation that began 04/29/2022 in San Angelo Texas with Store 90. My family and I recently relocated to this area from Indiana to a home that was in need of some yard work, and we thought what better place to begin than Lowe's, but unfortunately, we were wrong. When my wife and I began this process, we were under the impression we would be receiving exceptional customer service, as we have had in previous works with Lowes in Indiana.

We were well aware of the long lead times for materials due to the pandemic and were very patient & understanding. Materials took a few weeks to be delivered, but the scheduling of the contract crew took a little longer having the materials exposed to the rain and very hot sun. I called the Rep, James Freeland, and made him very aware of the situation, but assured me that there was nothing to be concerned about. When the first crew began work, almost one from initial contact with James, the Northside of the home went rather smoothly. The Westside not as smoothly. The crew began the installation of the design by James and was not convinced of its integrity, so we both called James and requested a redesign. James accommodated, but the materials were delayed yet again. The initial crew was not called back out to complete the job, a completely different crew was sent out, which really raised concern with me, but James yet again assured me nothing was of concern. Installation seemed to be going well, posts were installed, some pickets and gate work had begun, I provided lunch, breakfast and plenty of beverages to keep the crew hydrated in the heat. But when I pointed out some work that I felt was not up to par, this installer became very irate. I will admit, I did lose my cool after this installer called me a liar and blamed me for his work but quickly deescalated the confrontation by asking this installer to leave and I would call Lowe's for a different installer. After contacting the Store Manager, Brant, he assured me from here on out the install would go smoothly and would provide compensation for the delay in the install and the service provided. Brant and I conversated via phone what seemed to be almost every other day. Brant got with the installation company & IST to schedule yet another crew to complete this work. All I asked for was the quality of work I was guaranteed at the beginning with materials that I was assured would hold up. I spoke with the installation management, Nader, and he assured me that it would. The next crew, so that makes 4 crews now, comes out to complete the job, but they report that the fence was not stained so the installation was not warranted to be completed or repaired. I received a call from IST explaining this and I questioned, how is a customer to stain a product that is not complete or to the quality that was promised? To no avail, I was told no stain no work. I contacted Brant and explained the scenario. He assured me that the fence work would be completed and that I should stain what was done to move forward, so I did. Brant placed another order to complete the fence and make repairs to areas that were damaged. Some repairs were completed, and the fence & gates were completed. After completion I notice some areas of the fence that had become warped and contacted Brant regarding this, unfortunately Brant was/ is out for a few weeks. I was then handed off to Austin, Manger filling in for Brant, which might I say is very rude and unprofessional. Austin placed a new order with IST, but apparently it was communicated that the fence was not stained. After numerous calls with IST and Austin it was concluded, with evidence that is not shared with me, that my fence is no longer under warranty and that no repairs will be made going forward unless it is out of my pocket. Seemingly very frustrated, I contact Austin to complete the agreement Brant had made with compensation, he obliged, but not without being very rude and unprofessional. When arriving to the store I met with Austin, very cold and rude, mind you this is the First time I have ever encountered this employee, and he provided me with a document needing to be signed to receive compensation. I briefly read this document and asked a couple questions and accepted the envelope that felt as though it was tossed across the counter to be rid of me. After taking the envelope and Austin walking away I quickly asked for a copy, to which Austin replied, "you cannot have a copy" this is for Lowe's purposes only. I replied to him, you mean to say that I am required to sign a legal document that I cannot have a copy for my records? Austin replies, with his chest puffed out and very aggressive in nature, NO. I am not a lawyer, but I am sure that there is no harm in having a copy of a document that I signed, but please correct me.

I would also like to add one last item, when an installer comes to Lowe's to obtain materials for a project and he speaks to a manager, it might be wise for that specific manager, Austin, to not speak negatively about a customer, especially when the customer has built a relationship with the installer that he communicates all conversations that may seem unprofessional.

I do not have photos of this as I have recently changed phones and lost these during the swap.

The refrigerator I ordered was delivered friday 11/4 (which is the time I requested-due to sitting with my dying mom that night) the frig was scratched on the side and the stainless stell was scratched badly on the front. They had already loaded my old frig which worked fine.. They didn't unload my old frig. Left the scratched one. I was advised on saturday, 11/5 by a manager to hurry and order another frig. Or I may get stuck paying for two refrigerators? which I ordered a more expensive one (was told on saturday that one was low in stock and may have to order) it was scheduled to be delivered on wednesday 11/9, 4 - 8. I requested early am delivery due to my mom being on her death bed and I was scheduled to sit with her in the evening. No one ever called or came. I called the store countless times. I spoke with pam finally that answered the phone, around 7:30 pm. She said the truck hadn't returned to the store. They never called or came. Unacceptable. I chatted on line countless times today wed, 11/9.

I chatted on line today, 11/10.. Was told nothing they can do.. I have to call the store or go down there. I called the store yet again today thursday 11/10. I spoke with deliveries. She advised the truck had already left for today and I can't be delivered until saturday or sunday? I said I have to sit with my dying mom from friday after work until monday 5:30 am, and wednesday night. They wouldn't do anything to help. She is trying to get monday early am delivery - but no guarantee. This has been going on for almost two weeks. Why can't a manager just bring it to my house. I would come get it myself if I had a truck and could. I am a single woman with no other alternative. I advised the person in deliveries that if I don't receive the refrigerator monday 11/14 - am. I will cancel the order and lowes can bring my old refrigerator back. It was not scratched all up and worked fine. This is the west jackson, ms store... Why can't they help the customer with something they promised to do? why can't you just do what you promise the customer?

Sept 8 2022 paid for a very small section of fencing. Cost $3770.30

15 to 20 percent of extra materials that Lowe's estimator over estimated. I was told non refundable. They left and I noticed the gate door which is heavy has to be lifted up to close every time it is not level. Also very heavy. Also one inch gap on one of the panels.I am 64 years old and arthritis in shoulders and elbows. I am a widow having been married to a building contractor for 43 years. I know how a business is run and contractors and sub contractors responsibility to complete a job. Generally bonded and insured.

On 10/20, 24 and 26th I called was put on hold spent a lot of time leaving messages and talking to the installation department. Not one time was I called back from the installer.

I called the estimator on the 28th of October. She said I will call the contractor.

She then texted me he would call or come by that day. He did neither.

I called the complaint department [protected] and spoke to Cynthia, she said it sounds like they should refund the labor. The labor was $1154 they were at my house around 6 hours

11/3/2022 called again manager (Jessica )called the installer again and stated he would call me the next day, he did not. I called 11/4 an 5 again no response. I expect a refund on labor. I spend a lot of money at Lowe's.I will file a complaint with BBB or tap bond if this is not taken care of I've tried enough.

My name is Loi Dang and my wife's name is Ha Nguyen.

We came to Lowe's of Sunnyvale, Ca, Store # 2211 on 07/02/2022 to order the new Bosch dishwasher machine (PO # [protected]). We received it on 10/14/2022 with the installation team, and then they installed it at the same time. Before they did it, we checked this machine and saw 2 damages: one on the top and one on the right wall of the machine. I did call back the store, and the manager said he knew about it, because he opened the box to check it before delivery. He said if I accepted this machine, and I will be getting the discount 10% to 15% on the purchase price. However, I do not see the discount the bill of this month. I tried to call him, but it is not successful.

May you help me to solve this problem?

Hello my name is Lakesha Allison, I paid for a refrigerator and got the EPP plan at the time I got it and I been having issues with the refrigerator so I put in a claim for it to be repair the man came out and it worked for a couple days and stop working again our food when to the bad they never paid us for that first time and now they telling us that it will be 2 weeks before they can come and nobody trying pay for our food that the warrant stated that it would, I been on the phone for hours waiting to get help I have children that live in this house not fair that their food going to the bad. I have been giving the run around and feel that since its not working they should just give a RA number and give us a new refrigerator and pay us for our food loss. I work for Lowes for 12 years and to be treated like this is not fair to me and my family. I call the Statesville Lowes and the worker in appliance told me that I need to call and make a complaint and he gave me the 1888 number that I had and been waiting on hold for hours he was nice trying to help us Mr. Carmon Holmes try but I not happy with my family dealing with this

Hi I needed to have a window installation and I called Lowe's in both Gautier and Iberville Ms. at 7:15 AM Monday (Nov 7th) and neither 1 of the associates, working in Milworks, would answer the phone. You cannot be very successful in business if you don't answer the phone for the customer! Having worked at lowes in Di Iberville for a number of years, 2,006-2,012, I know about answering the phone as we were expected to answer the phone within 3 rings! So what has happened at those 2 stores I have no idea but it's not very good! They should have at least answered the phone within 8 rings!

Just to let you know

Richard D. Vermeulen

Paid over $7k for custom made front and back doors. Lowes delivered the wrong product with the wrong accessories--and it was damaged and over a month late. Lowes refused to provide a refund and refused to fix their error, instead trying to demand 20% restocking fee (for their mistake and damages), and trying to convince us to take something that didn't match. When we challenged the full amount paid with the bank, Lowes said it was delivered and accepted and installed even though they took the door back--thus making fraudulent representations to our bank. We now have to pursue them legally a year later because they still refuse to refund the money.

Purchased 07 05 2018. Lowes turnersville nj. Store 0751

Refrigerator 789508 lfxs28566m lg 27.7 cu, ft, fd llfxs2856

Extended protection 00/[protected]

731587 5 yr ext warranty

Samuel marquez 100 marquez lane, williamstow, nj

[protected] disc. New number [protected]

6 november 2022 refrigeratoter stopped operating all food destroyed. No one still has yet answered telephone

I have posted this on Yelp! Tomorrow I plan to contact the BBB and then the Federal Trade Commission. Here is my Yelp! review...

You wrote a review for Lowe’s Home Improvement

One minute ago

1.0 star rating

11/6/2022

I ordered a front door, sidelites and transom on April 5, 2022 and paid $3539.67 in full. Due to supply chain issues the items did not reach Lowe's in Laurel, MD until August 24. I understood, all I needed was a nice enough day for the front of the house to be open to tear out the old and install the new, then I could paint the door. After numerous calls to Lowe's Installation Support, their installer finally called me in the first week of October. Unfortunately when he heard from me what was to be installed he told me he couldn't do that, but someone else will call. Having learned my lesson and entering the skepticism stage, I immediately called Lowe's to report this news. I was assured they would call the installers and I would receive a call soon to install. The call hasn't happened. I called back several times and as recent as the other day and always got the same story. Here we are, November 6 and no call to schedule with few days remaining for a comfortable installation. I told them I may ask for my money back if it doesn't happen soon, but that would leave me back to square one with the product sitting in the Lowe's store. They have changed installers from the company that measured. My guess is to save money, but definitely not customer service. I am unhappy as one might imagine.

Ronald Slurkanich

12912 Bay Hill Dr

Beltsville, MD 20705

[protected]

I have been trying to get my Samsung rebate for over a year. The last word I received from a Tier II rebate team member was that I was to receive the rebate. The last Tracking number i have is 843578. That email is dated Sept 14, 2022.

I still haven't received the rebate. Every time i call the rebate number I get connected with an out of country representative. I asked several times for a Tier II person and the last call, I asked for a supervisor in the US. I got a supervisor in South America that was cordial but didn't have any more information for me. She said I could not talk to a Tier II person nor could I talk to a US supervisor. They didn't take calls.

I have sent several emails to the Tier II email without any response.

Any suggestions. I wonder how many more people haven't received their rebates?

Thank you for your time.

Willard Sanders

344 Lakeshore Drive

Old HIckory, Tennessee USA

[protected]

[protected]@msn.com

We replaced our carpeted stairs with treads. Bought 500 sq feet of laminate flooring, replaced a bathroom vanity and 2 toilets. Well I can’t measure correctly and we needed additional stair treads for the landing. When I went back to buy 4 more, the price rang up $3 higher per tread. This was last Tuesday. They price matched. After hunting for my receipt for the other 14 treads, low and behold they rang up higher too. I took my receipt today to get the difference refunded, lowes refused. They said it was too long ago, September 28 and refused. So now I will no longer patronize lowes over their sucky policy and bad customer service. I do have appliance purchases coming up.

For 6 months I have been trying to get two rebates from our protection plan. The rebates are for water filters for our refrigerator. May. 2022, filed for rebate. Oct. 2022 filed for rebate. No rebate EVER received for either. The answer I get is always "we sent the emails to you with the rebates". I have never received any rebates. I receive countless email from friends, family. businesses, solicitors, everyone you can imagine, every day, Just like you. My email is correct, it is the only one I have, it is your system that is not functioning. I have spoken to South Africa. I have spoken to the Philippines. I get the same answers every time. My Claim numbers are as follows; 05/27/2022 #[protected] - 10/28/22 #[protected]. I have spent hours on the phone and waiting on the phone. Your email system is a round robin and you always end up where you started. I have a strong feeling all of that is by design. Send the rebates in a damn letter for heaven sake. How about you send me an email and see if it goes through; (alek. [protected]@tds.net) or call me - [protected]. My name is Alek Melnick.

Absent from carton were the instructions plus no nuts and bolts. Asked Lowes to send them Oct. 23, 2022. Told nut and bolts would be mailed on Monday Oct 24. Have not received yet. Wish to return carton for an unopened carton of same. Order #[protected] The side of carton was open upon delivery. Company should not deliver opened boxes without checking completeness first.

I waited all afternoon for a person to come over from Lowes to measure my floor for a vinyl floor installation. I waited all afternoon on the day that the appointment was made and they did not show. Not sure If I can trust them going forward.

Robert Neveux

76 South Mast St.

Goffstown, NH 03045

[protected]@@comcast.net

The store is in Concord, NH 03301

I contacted Lowe's to purchase a Generac Generation for my home. I have had a Lowe's credit card since 2005. I have been a loyal Lowe's customer for much longer than that. All my home appliances have come from Lowe's. A Lowe's employee came to my home, inspected it, and gave me a price to install the generator. This happened about May, 2022. The generator was scheduled to be installed on Nov. 8, 2022. On Oct. 31, 2022 the contractor hired by Lowe's, Jeff Woods Construction in Crossville, TN, called me and informed me that I needed to contact my utility to determine if my gas meter was sufficiently large enough for the generator to operate. They said that my meter needed to be able to handle 650 btus. I was surprised and irritated that I, the customer, had to gather information that the Lowe's employee should have investigated. I called Knoxville Utility Board (KUB) and had to speak to numerous people before I got a call back. KUB informed me that my gas meter was rated at 400 btus. KUB informed me that the cost of having the meter changed would amount to several thousand dollars or about 20% more than I had agreed to pay for the installation. I called Lowe's customer service and reported my concern. Noone ever got back to me. I called the Lowe's installation department and finally spoke to Terrence, an assistant manager. He told me that there was nothing Lowe's could do. I asked about cancelling the contract. He informed me that there would be a 20% restocking fee which could be waived by the store manager. He promised to call the contractor to delay the installation and to call the store manager to inquire about waiving the restocking fee. He said he would call me back later that day. He did not. The next day, I called the contractor and they had not heard from Terrence, so I asked them to delay the installation. Then, I called the store manager at the Peters Rd. store. He said his name was Mike. I explained me issue. He made no comment and transferred me to a women with poor English skills. The connection was terrible. He offered no assistance. I asked to speak to her manager. After waiting on hold for 30 minutes or more, she came back on the line and said that manager refused to speak with me. This may have been Heather. The next day, Terrence called me back to say that the store manager had refused to waive the restocking fee. He said that Lowe's might offer me some compensation for the error after the unit was installed but refused to say what amount or that the restitution would even take place. Today, Terrence called me back. He said that the store manager and the regional manager had not only refused to waive the restocking fee, but that Lowe's would offer no help. He said that I must go ahead with the instillation and pay to have the meter replaced at my own expense. Terrence said that, if the restocking fee could not be waved, then Lowe's would refund any amount over the cost of the restocking fee. It turned out that this was not correct.

Although Terrence was always polite, he could do nothing for me. I asked him for the contract information for his supervisor. He would only tell me that her name was Heather. I asked him for the name and contact information for VP of the installation department. He declined. I asked him for the contact information of the Customer Care VP. He declined. I asked him for the contact information for the Lowe's CEO. He declined. I declined to have the installation done.

It is my position that the Lowe's employee, who provided the bid, should have checked the gas meter to insure it met the requirements for the generator. I KUB, Lowe's, and the contractor. The contract price was more than $11,000. I have paid, via my credit card, approximately $2,800 so far. I am in disbelief that Lowe's would treat a customer this way. Lowe's has refused all alternatives to charging me more than $11,000 whether I allow the installation or not. Plus, I will have to pay KUB $2,000 or more in order for the machine to even work.

Whirlpool refrigerator model#WR5571CIHZO4 was delivered and installed Oct. 9,2022 per Lowe’s. On October 21 at 1:47 am I heard water running. I got out of bed and found water all in my kitchen. I panicked and called 911. I didn’t know what to do. The policeman came and turned the water supply line off. My kitchen floor was flooded. I called Regent’s Restoration to dry out my floor. I paid 1250.00. I called Lowe’s to ask if they’re going to pay to get my floor dried and Damien said they would. We decided to do a swap out on refrigerators. I was told my refrigerator would be picked up Friday, 10/28, and a new one would be delivered Saturday, 10/29. But, they picked up the refrigerator on 10/27 without informing me and gave me a new refrigerator a day later than planned, delivered on 10/30. Therefore, was 3 and a half days without a refrigerator. I would like to be reimbursed for all the food I had to throw away. I have pictures of the flood and food to prove the claims. I will attach them below.

I purchased a Hotpoint refrigerator on October 28, 2022 from Lowe's. The sales person, Anthony gave me the ice maker boxed for me to give to delivery personnel that would be bringing the refrigerator out to my residence and installing it in the refrigerator.

The delivery person called later to tell me that delivery would take place on November 1, 2022 between 1:00 PM - 6:00PM. I confirm that time was good for me.

When the two non-English speaking men came to put the refrigerator and ice maker in, they said that it was the wrong ice maker and I would need to have plumber put a cap on copper line for water for the coil to fit.

They had me talk with English office person named Abraham. Abraham said he would contact Lowe's to get the right ice maker then they would return on November 2, 2022. A female called from delivery to set up time for 1:00PM on November 2,2022. I sat trying to reach Lowes over twenty phone calls that continually were dropped and never got through.

On November 2, 2022, after trying to speak to Abraham by phone. It was noted that he blocked my calls. So I texted him with no return answer as to what happen to the new ice maker and where were the delivery guys. By this time, it was about 3:15 PM.

I decided to go to Lowe's to speak to a manager. I went to customer service requesting to speaker to a manager. Chris P. said he could help. I told him of all previously described. He tried to reach someone in store and his call was dropped too. At this point I was frustrated and told him they come get the refrigerator and the ice tray from my house and return my money to my account. He said they would probably send a check. I told him I used my Lowes' credit card. He said some will call me to get the refrigerator picked up.

Someone called November 2 at 4:08PM from Lowe's delivery and left a message saying the earliest they had for pickup would be November 6, 2022, Sunday and I will get a call between 6 and 9 PM to give me the four hour window for Sunday the sixth. They stated if I had questions to call [protected]. when I called and selected #1 to speak, the call continues to drop. so no contact was made. On yesterday evening, No contact occurred with Lowe's delivery.

Lowe's delivery called today 11/3/2022 @ 2:14 PM and left message stating they have a ticket to pick up an icemaker from me on tomorrow and refunded and wanted me to return call to determine what time they could come to get ice maker. There's no mention of picking up refrigerator.

This has been so aggravating as a USAF disable veteran, having had two hips replacement in 2019 and 2021, I have to pay people to come to do things for me and that is costly. Just had to give food away from IAN because of electricity out for three days. And now this!

I purchased a new chainsaw and when I went to use it for the first time I noticed that what I read was it took 50:1 gas mixture but the cap said 40:1 mixture. When I went to add chain oil it had previously had oil in it and I thought that was odd. I followed the instructions on starting but it would only say on for a minute or less. I then became suspicious when I noticed small amounts of saw dust in various crevices. I then removed the top cover and there was saw dust everywhere and no air filter covering the carburetor. It was obvious to me now that this saw has seen some heavy action and cosmetic outer parts cleaned or replaced. The chain and bar were new so without really looking closely it appeared new but I now think it was really an older model made to look like what was supposed to be in the box. Crazy to think someone would do such a thing. Anyway it cost me a day of work and having to return the saw for a refund. I just hope this return doesn't go back on the shelf to ruin someone else's day.

I have ordered a customer bathroom door and two sliding doors.

The failed install happened on October 19th 2022. I called twice that day. I talked to two represntatives and they logged the issue. No one has called me back. It is now November 2nd.

I called again on October 31st. Talked to a new rep. Told the story again. I got no response or call back at this point.

The bathroom door was damaged with dents and fraying on the edges as it was not wrapped properly and took damage it looks like because it was in the back of a van that looked like a camper van from the 70's. This is what the installer showed up to install the doors in. Nothing against this nice man from the Ukraine, but the only way I could talk to him was through a translating app on his iPHONE. Not a good way to do business. I had very little communication that was helpful with this installer.

The sliding doors I ordered looked great and were wrapped and would have looked nice installed, but the installer was not told I ordered a track system, and he didn't have it and thus could not install them as a result. He took the brackets off my old doors and screwed them in the new doors and realized that my existing track made the doors too tall to install.

I have no one calling me back. I am paying for doors and nothing is installed. I do understand the large company you are and many customers and issues with installers, but I work in Customer service and I know this can be handled better than this.

I would like to kindly be reimbursed for my doors because at this point, this is a really bad experience.

It is a shame as I have used your company for much work on my old home and new home,

I think that this new company you use for your door installs is not good enough from a quality control, and communication standpoint to make the install happen correctly.

I am waiting for someone in Lowes to show that they actually care about a loyal customer who has spent thousands of dollars on many jobs with your company to answer my calls and emails and sort this out.

Also, I told the guys in the store they had my address wrong, and sure enough, the installer went to an address that I have not lived at for almost 20 years. The installer was demoralized when he showed up to do the install as he was at the wrong address.

Albert Bianchini

253 Lelia St.

Pittsburgh, PA 15211

[protected]

Mr. Marvin Ellison.

I had sent the following paragraphs to Mr. Marvin Ellison about my complaint of not receiving my refund for the work that was never done, apparently he just ignored what is this is terrible customer service.

In 2021 I had three fourths of my fence replaced with a vinyl fence, at that time I didn’t have enough money to finish the ¼ portion of my fence. So this year I went on Lowe’s website looking for a vinyl fence to match mine when I noticed that they installed fences and had the same kind of vinyl fence. I got a estimate from a Lowe’s representative Samuel Orr, his estimate was lower than the company I previews hired to do ¾ of my fence.. I gave him the okay to finish my fence, and that was my first mistake he insisted that I had to pay in full, and so I did I gave him a check for $2819.55 check # 7685 on 7-13-22 and that was my second mistake.

This has been without a doubt the worst experience I’ve had with an installer, he assured me that it would be done in 4 to 5 weeks it’s over three months and that’s still not install he gives me an excuse after excuse. I’m a disabled Vietnam veteran, I’m a life member of the Vietnam veterans of Pittsburgh, a life member of the DAV of America, and member of the American Legion. I informed many of my Vietnam veteran buddies of the ordeal that I am going through with Lowe’s installation, and they all insisted that I write a letter to you Mr. Ellison of my complaint, and to get a refund.

Albert Bianchini

Vietnam Vet. 66-67

[protected]@hotmail.com