Lowe's
reviews and complaints

09-13-2022

Lowe’s Documentation.

I had problems with my LG 24-inch Refrigerator, this started last February 17, 2021. I called LG custom support in March of the same year. They told me that I needed my receipt. I call the Lowe’s Department store located on 3460 Dickson Pike Nashville, TN 37207 and they said: “I did not buy my Refrigerator at their store”. I told them I did., and it took until Dec of the same you’re to get my receipt. I had to call Lowe’s customer service department and was able to get my receipt the same day. Then I called LG Administrator customer service department about 9 times within 7 months from Dec 2021 until June 20, 2022. LG customer service told me I needed to go thru the steps, so they sent one of their repair company out to my home at 1416 Stain back Ave Nashville, TN 37207 to take a look at the refrigerator, the repairman said it sounded like a loud truck and he was going to have LG order the part which would take a week receive, he never can back. I call customer service and they told me that they have to send another repair company out because there are not too many companies that can fix on LG refrigerator, so this time the customer service had me wait on the phone while she call the company, they told her that they will give me a call, they never did. By now it has been between April and May 16, 2022, I call customs service again and they gave me another company name, National service, phone number is [protected]. National service called me and told me that LG canceled the ticket so they did not come out to my home. National Service called me on June 17, 2022, so I called the complaint office of LG about 6 times, they would put me on hold for about 30min to an hour each time. The last time, I e-mailed the LG Administrator’s office and explained the problem telling them that I have called over 20 times and just wanted a new Refrigerator that was all. I have grandchildren I take care of, 9 children and two of them are between the ages of 2 and 3 year old, therefore, I had to buy a small refrigerator for their milk and LG said they can reimburse me for my food. I called about the reimbursement, they said they would give me $200 - $230 only and I was embarrassed that they offered so little money. I told her to keep it, this is not right and I am still paying for a refrigerator that I am unable to use. Finally, LG gave me the okay to get a new Refrigerator, I was so happy, short lived. LG gave me the RMA number [protected], I have the letter they told me to take to Lowe’s.I walk-in with my paper in my hand they treated me like I was crazy, very bad and very rude. Customs service called the Assistant Manager, Zak Gallagher, who was very nice, I gave him the information and he gave me his and Michael Tidwell’s Manager information on July19.2022, I was going to get my Refrigerator, no I did not and then it began. So I waited on a phone call, no one called me so I went back to Lowes and I had to start all over again, giving them the paperwork and explaining what going on. I talked to Mr. Shane, not a nice man, he told me he had to go home, that he have a life other than Lowe’s and then he tried to look me up in the Lowes system then he told me: “I did not buy the Refrigerator from them, I told him I did, do you need my Lowes card he told no, them he proceeded to call someone on the phone and told them I was trying to get a Refrigerator with a paper that has been copied. I just looked at him. Then whoever he was talking to must have told him about me, then he was compassionate and started to talk about what they are going to do and never did. On August 6, 2022, I went by Lowe’s to talk with customs service, I ask for the store manager and he or she would never come out and talk with me. They told me someone will get in touch with me but never did. So I called Lowe’s complaint office and they called Lowe’s and talked to Zak, Assistant Manager that was working 08-21-2022 them she put him on the phone, he apologized and said that they just got new computers and it was not updated. So he ask me, can someone come on Thursday 08-23-2022 , I said yes, Thursday came and no one showed up. I went to Lowe’s again and they showed me a picture of my home were they took a picture from the street, no one knocked on the door. But I said ok can you rescheduled and she did for Sunday 08-26-2022, a Lowe’s person driver called me about 3:47pm and ask me about picking up my Refrigerator, I said yes you suppose to pick up and deliver a Refrigerator, the young man said that they was suppose to pick-up only, I said ok you can come and get it, he said he was going to rescheduled since he will have to pick up and drop a Refrigerator. So I went back to Lowe’s that evening and talked to custom service at the front desk and asked to talk to a manager and custom service call the manager Mr Zak, because he called him by his name he told he to tell me that they cannot bring a new Refrigerator, before picking up the old one so I said ok, when are you coming. They should have come last Friday [protected] and have not called or shown up. So I asked them to come and get the old refrigerator and refund my money back on my Lowe’s card that I am still paying for. Case number [protected] Corporate office [protected]. Now Lowe’s has delivered my Refrigerator on 10-15-2022 they want to take the other refrigerator saying that the other was supposed to take it from lowes so Lowe’s sent another lowe’s person out to take the refrigerator and they said no because it might get dangerous and they don’t want to be responsible for it .its still at my home as 10-27-2022 sitting in the middle of my floor. And now I have 3 Refrigerators in my home. I am going to contact a lawyer I try to work this out with you all and I am done.

Thank you

Samone R. Frazier

I purchased this mower on 9/3/22. It has 3.5 hours of use. This mower is now blowing blue smoke with oily smell. It also is very hard to steer and control. Some times in neutral it want to start moving. I brought this mower back to store for a replacement. The manager has sent the mower out to be repaired. I feel that this will not be my last issue with this mower. I appreciate all the help in resolving this issue.

Thanks

Charles Spurgeon

Beyond frustrated! This is my order for a countertop & side splash. Order Date: Sep 18, 2022 $365.94, Order #[protected]

When I picked the items up on 10/9 (after actually receiving a notification that day that they were already 'picked up' (NOT BY ME), I noticed just ONE box to my order. I asked Customer Service to check for the 2nd side splash box and was assured it was inside the bigger countertop box. We just learned this week, when my contractor opened the box, that the side splash is MISSING.

My bathroom reno is waiting for this piece.

Item #: 4134881 |Model #: 261071

I called the East Hanover store repeatedly over the last two weeks, waited hours to get someone to answer phone, then assured I would get a call back - NOTHING. I called Corporate Lowes twice this week, was assured I would get a call back w/in 24 hours (would be today). Twice I waited 1 hour wait times only to have my calls disconnected mid stream, WITH NO CALL BACK. unacceptable. I paid for and did not receive this item!

Please tell me where we go from here...

My GE stove purchased from Lowe's in Feb. 2020 stopped working and caused an electrical short that required an electrician. He repaired our circuit box but showed us the damage on the back of the stove where rubber-coated wires had melted. I have a "protection plan" on the stove. The company keeps telling me "three days." Then they never call back. I call and again hear "three days." This has been going on for thee weeks. Now they say they cannot locate a repair person in our area and I should find a repair person myself and submit a bill. How does this work is there are no repair people? True, this is a rural area but it is big enough to have a Lowe's. I say, cast a wider net to find a repair person. Now they say in three days they will decide if I get a refund. That sounds good until you hear that it does not cover price increase of the stove ($200), delivery, installation, and haul away of this junker stove. I then went to the Lowe's store and asked if Lowe's would comp the difference in the price and they said no. Best case scenario: When (if?) I manage to get a refund from the "protection plan" I will still be out over $400 to cover all those costs. Surprise, Lowe's: I will not be buying this from you. I have talked to the appliance manager, the operations manager, and tried to talk to the store manager but he is always on vacation. I bought a refrigerator in July, a dishwasher on Sept. 1 (that is still sitting on the Lowe's dock seven weeks later,) and I have a current flooring order of over $10,000 that I am going to cancel because of this stove debacle. I have given Lowe's my loyalty and my money for years. I deserve better than this.

I ordered a stove online- put in my details. But My Lowe's account shows order has only old landline number which no longer exists..

Local store said they cant change my # on form. East Coast Customer Service said order does have my correct cell # and I should refresh my browser, I've done that but still showing only defunct landline #. Here is the info on the order with me removing part of my name and address but showing

the landline phone number

Order #[protected]

Placed October 11, 2022 $848.11

Print Details

Preparing Your Order

Estimated Arrival Wednesday, Nov 2, 2022 8:00am - 8:00pm

Deliver To

Evelyn K

92 Van Apt 2C,

Bronx, NY, 10463

[protected]

This all started on August 10th, 2022 (today is October 26th) and there are no resolutions to my long list of problems for (almost $5,000) worth of kitchen cabinets, where I was supposed to receive a 10% coupon discount on my entire order, the 10% coupon was issued by Lowe's credit card company Synchrony, but even though 2 supposed managers (Wayne & Dileo) at the LOWE'S YONKERS, NY location promised me that the 10% would be applied, IT NEVER WAS CREDITED!

Nearly half of the boxed cabinets were damaged, all but 1 cabinets were replaced (1 cabinet took 3 deliveries, and it still sits on my enclosed porch.) There's another return where Lowe's credited my account for but didn't include the sales tax ($40) that I initially paid for. Now Lowe's finally scheduled a pickup for the 1 last damaged cabinet, but Lowe's declined to pick up the cabinet (because) they no longer want to o business with me!

Bottom line: I'm owed 10% of my initial order of $4,785.78, which would be $478.58. From yet another return I'm owed approximately $40 for sales tax that I was charged but wasn't included when the credit was issued. Lowe's also needs to pickup the damaged cabinet and credit me for $169 plus sales tax. Not to mention all the time I lost (over 2 months) that I could not finish the work to install all of these cabinets that set me back for 2 lost months on rental income (approximately $6,000.) Please help me. My email address is: [protected]@yahoo.com My landline # is: [protected]. Cell: [protected].

Thank you, Bob Putignano

Purchased a chain link fence install from Lowe's Ft. Oglethorpe, GA, 06/16/22, installed 08/16/22. Was recently advised fence support posts are spaced too far apart at 11 & 12 feet. Fence is flimsy, not enough support. From Lowe's website (https://www.lowes.com/n/how-to/install-a-chain-link-fence); "Typical spacing is between 6 and 10 feet on center."

I am writing concerning the claim for my Maytag washing machine being denied. My Maytag washer was purchased on 11-15-19 from a lowes home improvement store and I at that time purchased a five-year extended warranty from lowes provided by Assurant. After only three years with normal use, the washer lid which is made of plastic has cracked (like many other customers who have purchased this product) This is not a cosmetic issue and this prevents my washer from being able to work because the lid will not latch closed. the plastic has endured vibrations and various temperatures when the washer is in use and should be covered under this warranty.

I Dwane Starkey of 13 Surrey Lane Harriman Ny Purchased a washer from store # 3924 on 10/17/22 Sales # S2685KWQ4063797 Trans # [protected] Item SM FL Wash WF45B6300AC(-1

3-year warranty 1093255

Hose 246995

Invoice # 35737

For My Mother Margaret Starkey also Of 13 Surrey Lane Harriman NY

phone # [protected]

I waited an hour help. When the salesgirl arrived, she was friendly. She wrote up the ticket I paid. I asked if removal was included, she said she would go back in and add it, a minute later she said I was getting a free removal.

Come the day of the delivery, 10-21-2022 the removal was not on the ticket.

The delivery guys took the old machine. But did not hook up the new one because it needed new hoses. $400 and a plumber later, I go to use the new washer and I noticed the drain hose the one that comes with the washer is damaged (It has a hole in it) The plumber nor I touched that hose. I drive back to Lowes. Wait another hour, The salesmen who was friendly, said he would check to see if I owed money for the removal and took my phone number. When I inquired about the hose and told him that I had paid for the three-year protection plan as well and that the machine was new never even turned on he told me that the plan does not pick up till after the first year and that I should call Samsung and order and repair the washer myself. Then he gave me two numbers for Samsung and went to help another customer. So now I have a brand-new washer that I can't use. Basically a $1000 paperweight. What am I supposed to do. Horrible business practice.

I had a credit balance on my account for 5 months in excess of $800; in February the balance was cleared out and a letter sent saying check with my bank; which i did and found all my checks had been cashed.

I have called more than 10 time working to get this resolved sent documents several times... and this is my final attempt prior to taking legal action,

Please have someone from Lowes as the company your partner with for credit seem to not be interested in clearing up this situation

Sincreley,

Connie Lightcap [protected]@gmail.com

Jerico

[protected]

This appliance was purchased and delivered by Lowes and service plan was for 5 years. this appl has been service a total of 3 times and still the ice marker is not working. i have been purchasing ice for a month now at 4 us dollars daily. i have called and no help. do i need to obtain legal action or will you company "Lowe’s" honor the contract and fix or replace this appliance?

dan schulze

Store at 9701 Roosevelt Blvd, 19114.

As of this writing, I do not have an installed deck, almost 3 months after signing of the contract because of three major “mess-ups” with this store. The most recent “mess up” occurred yesterday, 10-19-22, when the installer showed up at the store to pick-up re-ordered materials which were stolen the evening before. This theft of materials has caused at least another one-week delay in the start of the deck’s construction.

It has also caused me to lose all confidence in Lowe’s ability to manage their inventory because I saw for myself yesterday afternoon, that anyone could drive to the back of the store, in the dead of evening and virtually clean-out ALL of the materials that are NOT behind a locked fencing area.

The short version of the second mess-up: the installer went to Lowes on the morning of 16 September 2022 to pick up the materials and start the construction of the deck. A significant number of the materials were delivered to our home around lunch time with the explanation that they couldn’t start the job because the Trex decking boards were not in the store…hmmm. No explanation for this was provided by the management at the store. Neither Mr. Smitt nor Mr. Eckels telephoned to explain what had happened.

The short version of the first mess-up which caused at least a one-month delay: a work order for my contract was inexplicably cancelled sometime between the date I was charged $12,992 (August 3, 2022) and September 4, 2022 when I called the 1-877 number to find out why the first installer was no longer the assigned installer.

These three “mess-ups” constitute constructive breach of contract due to mismanagement at the store in question. The second page of this letter will outline what I consider to be fraud.

The Merriam Webster Dictionary definition of fraud: “Intentional perversion of truth in order to induce another to part with something of value or to surrender a legal right.” Second definition: “An act of deceiving or misrepresenting: trick.”

There are two instances of fraud with my dealings with Lowe’s, this contract, and the Salesman, Mr. Alaouli.

The first example:

After listening to what I wanted in a deck, measuring the exterior area of our backyard, sizing it up for what would be needed for said deck, Mr. Alaouli used his laptop to draw a diagram and determine the cost for materials and labor. He went over the bottom-line cost of $12,992 to which I agreed was a reasonable cost with the 30 percent discount for labor. He showed me the diagram, which I agreed was what I wanted and had me sign the contract online on his laptop. I did not read the long contract that day, as he did not provide me with a paper copy of the legal terms. Under the law, he should have told me about the three-day cancellation clause AND provided a form with that cancellation clause. Had I been given that paper form, I would have read the entire contract in its entirety when it arrived in my email the next day. AND I would have cancelled the contract as one of the clauses is not acceptable (see example no. three).

The second example: Mr. Alaouli did not review any of the very important clauses in the legalese which protects Lowes and not the customer. Specifically Item No. 3., page 41 which says in part that “Neither Lowe’s nor the installer is responsible for start or finish delays.” Also, Item No. 5, page 41 speaks to ownership of the materials that I paid for. This item should have been pointed out to me, as well, as I find it totally ridiculous. In other words, I paid for stuff that I don’t really own until it’s installed?

I understand that only Lowe’s can cancel this contract. To that I say, well come and get all of the materials that are now sitting in my garage (which I cannot use) and back yard since September 16, 2022 and cancel the contract. Come and get “your” materials that I paid for….ahem, see why this sounds like fraud?

I went online yesterday to make sure your store on Broadway in Spokane had the Stay Green Winter Weed and Feed. It said there were 16 of them in stock. I was going there to help my neighbor who is very sick but needed this fertilizer. I have been a Lowes customer for many years. Well, when I got there, I couldn't find any bags of that fertilizer. I asked an associate "Glen" and he grudgingly looked for it and said, Nope, don't have any. I showed him on my phone your site which said it did. He said the store on Sprague had 20 according to his handheld device. I've already been there for almost 15 minutes so I asked if he would mind calling the store so I wouldn't waste a trip and gas. Again, grudgingly, he went into the main store to call---AND NEVER CAME BACK! I waited almost 20 minutes for him. So I left and went to the store on Sprague Ave, and Yes, they had it. Should have gone there first. I just can't believe how bad your customer service is this past year; it use to be the best! Just to mention that there was 2 other customers standing with me who were also trying to find that product, and they left your store and went to Home Depot.

They absolutely will not come to look at what they have done in poor quality install, as well as incorrect color on one of the roofs. Had I not visited the site they would have installed the incorrect tiles on the other roof too.

I specifically stated I wanted ply, not OSB, and they used insufficient coverage for one of the roofs using.. ..OSB. The other roof has a leaking valley which was also a point of focus brought to the attention of both sales and the installer.

We are in our seventies, had covid, chronically ill son, and could have had these properties rented prior to covid had Lowes corrected these issues when they should have done so Still lingering. No concern. Will our warrantees time out prior their resolving this issue?

2 Roofs Product and Install, botched 0% promo plus 2) $500 merch cards never arrived, Poor Install and WRONG tiles

Hello,

today I attempted to exchange a Blue Rhino propane gas bottle. I purchased it several months ago to have a spare for the Weber BBQ. The problem was that there is a shiny new copper valve that won't interconnect with my 4 year old grill.

The fine person at Returns said a receipt was required. I said people don't keep $30 receipts, most places now ask if you even want a receipt and this was months ago.

I then went to the gas bottle locker and viewed many tanks with the older valves, and advised the person that all I required was a tank with an old valve, and the returned tank was never used. They refused without a receipt.

My lifetime association with Lowes is in jeopardy. Your records may reflect many thousands of purchases with the potential for more remodels.

Thank you very much and TRICK OR TREAT!

Richard Downing [protected] [protected]@YAHOO.COM

At the very end of February 2022 I purchased a new Husqvarna lawn tractor with the bagger. On the first mowing in mid-April I noticed that even with the height setting on #5 the mower cut very low. If I had to guess Lowes assembled, it incorrectly! I called Lowes and they just said its over 30 days you have to call Husqvarna! Well, it was delivered March 1st. I was not going to mow in the snow.

I called Husqvarna, and it seems the 3 year warranty is useless as the places listed for Husqvarna warranty work will not take new customers and/or you need to get the machine to them! So three years is a waste.

Dont purchase any expensive items from Lowes. They will not back up their items.

bought a new refrigerator on 7/14/21 it stopped working in sept. 2022 call lowes protection plus they said it was under manufacture warranty took 3 days to get that cleared up sent them copies of receipt the best they could do was send someone to look at it in about 3 weeks man came oct. 5 said it needed parts he didn't have, could not come back till oct.21 received part in mail called and ask if they could come back any sooner said oct 17 and gave me appointment he never came no call email nothing called next day said nov 7 was next appointment no refrigerator for over a month call customer service twice nice people but all they did was connect me back to same people at lowes potection plus who by the way speak very bad English had to get customer service to interpret for me with the same result not talking about a dishwasher or a microwave but a refig you try to live without one for over a month

I paid for Lowe's to install a fence in my backyard. On October 11, 2022, the delivery drivers delivered the wood for the fence and the cement. The cement was left in my driveway with NOTHING covering it. The very next day it rained for 2 days. Needless to say, the bags of cement mix turned into bags of hard rocks that I had no use for and those bags are still in my driveway. Lowe's left these unusable bags of cement in my driveway and now I have to incur an unforeseen expense to have them removed due to the negligence of their drivers. That is NOT fair to me and I do NOT appreciate it. I can't even park my car under the carport because of this screw-up. It is ridiculous!

I purchased an LG washing machine in 2019. Two months ago it overflowed. I had the extended warranty and it’s still not fixed. I’ve had two service technicians come out to repair it. The first technician ordered two parts for the machine. I had to wait approximately 10 days for the parts to come in, and then another week before he could come out and install them. The washing machine overflowed again after he fixed it, and they sent a different technician out. He ordered the same two parts as the first technician. It overflowed the second time and my wife slipped in the water and hurt her back. Now they tell me that the parts won’t be in until October 23, 2022. I think having to wait over two months do you have a washing machine fixed is ridiculous. I went online to talk to somebody, who turned out to be a bot, and then wanted to charge me a dollar so I could speak to a live person. I really want somebody from corporate to call me and let me know why their extended service plan is such a ridiculous operation. My name is Dale Morgan, my phone number is [protected].

We have been loyal Lowes customers for years, often prefer your store and customer service over your competitor. Due to this past experience we recently purchased flooring and items for our kitchen remodel in our new home. The flooring experience was okay, the flooring delivery was contracted out and the delivery guy left it all on my driveway because he said he WOULD NOT come in. I had to get the install center involved. Eventually the PRO Service manager himself came and put it in my home. The flooring is still has not completed all the way due to not having the correct pieces, so we are left with a few door frames with no transition pieces. This was not perfect, but livable until we could purchase them. I would have hoped the employees that measure would account for all of this, but it is what it is at this point. Outside of that, we were hoping our kitchen remodel would not be bad. We opted to go with Lowes versus a local company because we felt any wrongs would be fixed and easier to deal with.

Measurement of kitchen: A gentleman came out to the house, I was unavailable due to work, but our realtor met him. He would not approve the measurements initially for some reason, but it was eventually taken care of. I had a WONDERFUL experience with Debbie Dillehay with planning the kitchen.

Kitchen cabinets- The process of calling the installment team when cabinets arrived was explained, I did this after a few confusing times for delivery were given to me. The cabinets were eventually delivered, I believe on the 24th of Sept. I was told the installer had 7 days to call. I waited and did not receive the phone call. I reached out to both Incredible Installers, left a message as did Lowes Install Center Team. Neither myself or the install center received a phone call. We then called again, and on Friday a message was left. The reason for the call was to just get on the list for installation. I was told the installer was very busy (which as the consumer seems like an excuse and not relevant.) He never called back. Called again on Monday, knowing the install date would probably be weeks out and again just wanting to get on the list and get an approximate date. (living without a kitchen since the beginning of September is difficult. Food is expensive to eat out and limited what we could make at home.) I was assured he was going to call by the evening and he did not. By midday on Tuesday, I asked for an install refund. I did not feel like a phone call was too much to ask. If I was to trust this person to communicate with me and he was not even returning a simple phone call, my expectation of being a valued client was not there.

During this process as well, I had ordered a microwave, a new oven/stove, and a sink. The delivery team called to deliver the appliances. Only the microwave was delivered. When I went to call about the stove- I was told the PO was there but due to a new system it was never actually ordered. I, the customer, had to realize this, not the store. So, after about 3 phone calls, a very nice gentleman in appliances corrected this. There was a communication error with my delivery date, but we finally got that taken care of. When the cabinets were delivered, I looked at the master list and no sink. No one at the store, the installer OR the delivery team mentioned it. I notified the store and Debbie had looked it up. Again, the product was paid for, but no one knew it was not ordered. This got reordered THE DAY I REQUESTED A REFUND.

My issue here is service has not been great, but we were tolerant. The installer did NOT reach out to us until the District manager for Incredible Installers called us. She states that she has been in the field and missed the multiple emails about the calls, but assured us it showed ready to be scheduled. She was very apologetic and understood why we wanted our install money back (only for cabinets). I will say the contracted company for the countertops has been amazing and called multiple times to come out. We have not requested any refund for this service. The Installer, Dwayne, called later that day. He was apologetic, but then states he was waiting on a sink. I know this to be untrue for a few reasons. 1- no one knew about the sink except Debbie, she spoke to him and he did not know when she spoke with him that day, 2- The DM showed the account ready for scheduling and 3- I told him on the phone that was not true, he did not know if I had a sink ordered from Wayfair or Lowes. He also said, had I been at the measurement appointment, this would not have happened because he explained the process to my realtor. This was very upsetting to me as well.

The issue also is there is no other contracted installer for Lowes near us.

This has been an awful experience thus far and I don't even know if all the items are in my garage for install. I am assuming and praying they are. I would hope after having hearing this experience that you would agree that we have not been treated properly and that asking for the install refund for cabinets only is not asking too much. All of this would have been avoided with a simple phone call being returned, but we can not go weeks more without a kitchen.

My husband is a retired enlisted marine and now dedicating his time to our local high school. We can not afford not to have this refunded. I am asking you to do the right thing. The install amount according to our receipt is about $3800.00. For this family it is a lot of money, not for Lowes. We are asking for a refund on services NOT provided. We do not want the installer you contracted with. I keep being told he is good at what he does and that is wonderful, but courtesy means a lot to me and that is all I wanted.