Lowe'sbad customer service

This review was posted by
a verified customer
Verified customer

I was looking to purchase a lawn tractor, the saleman at Lowe's told me that if I opened an account I could get 10% of and no payments for 12 months. Because of this, I purchased a higher end tractor and a few hundred dollars extra in accesories for it. I was told they would have it assembled by Tuesday (I ordered it Sunday) and they would call me to let me know it's ready.
I never received a call, and when I went to the store on Friday to see if it was ready, they could not find the tractor. Eventually they did, but the rear bagger had not been installed, I agreed to do it myself.
Mistakes happen, so I was not upset. That quickly changed when I received my second credit card bill, I had an interest charge of $36.00, when I called the credit center I was told that I had to visit the store and speak with a manager. When I explained that Lowe's is a one hour trip and I would prefer to solve this on the phone, I was told there was nothing they could do. I asked that my credit card be cancelled, and instead of any effort to work with me, I was simply told "I can do that for you, sir"
When I wrote to them at [protected]@Lowes.com, things only got worse:

-----Original Message-----
From: [protected]@Lowes.com [mailto:[protected]@Lowes.com]
Sent: Thursday, July 24, 2008 12:15 PM
To: xxx Pablo xxxxxx
Subject: EIT000001976670Lowes: (Lowes.com Feedback)

Replied On 7/24/2008 12:13:28 PM----------------------------------------

Dear Pablo Fernandez:

Thank you for contacting Lowe's. We apologize for your experience and would like to address your concerns.

In order to do this, we need more information. Please reply to this e-mail with your mailing address, phone number, and the store location.

Thank you,

Lowe's Customer Care

Received On 07/22/08 09:12:55----------------------------------------

I welcomed the arrival of Lowes in Abingdon MD, and driving the extra distance from where your competitor is located was worth it.

I was looking for a new tractor, and received excellent recommendations from your representative at the store.

I was told that if I opened an account, I would receive a 10% discount and no interest on my purchase. In lieu of that, I bought a higher end tractor, and $400.00 in accesories.

I looked at my statement and saw that there was a finance charge of 36.78. I called the credit card number, only to be told that I would have to go to the store and speak with a manager (?) I told the rep that it is a long trip to the store and I did not want to do that. She stated that there was nothing she could do.

I told her that if I am going to pay 22% interest, I would not be willing to use the card anymore. I asked that the card be cancelled, and the only response was "I can do that for you sir"

I felt that there was abs
olutely no concern for my frustration, no willingness to resolve the issue. I certainly thought I would be valued as a customer, and that an effort could be made, but I guess I was wrong.

I am going to transfer the unpaid balance to another credit card, and I will have to consider if I am going to patronize your establishment in the future.

Thank you for your attention.



My e-mail stated my phone number as well as the location, apparently they rushed trough my letter and did not really read it.

I answered them with the information I asked, but did not hear anything for 3 weeks. I wrote to them again, they answered that I had not given them the information (??????????)

I just wrote again, let's see what they do with it...

Boy, this just gets better and better...

I DID reply with the information requested; see the e-mail below, dated July 25th. Not to mention the fact that you asked for the location of the store even though you already had the information (my first e-mail stated "I welcomed the arrival of Lowes in Abingdon MD") and it also contained a phone number. Did you read my e-mail or just rushed to get to the next complain?
So here we are, what now? I certainly would like to be refunded all the interest you charged me, after I was offered a "no interest" period.

You have all the information you asked for, let's see if [protected]@Lowes.com can live up to the name.

Thank you

-----Original Message-----
From: xxxxx Pablo xxxxxxx
Sent: Friday, July 25, 2008 10:15 AM
To: '[protected]@Lowes.com'
Subject: RE: EIT000001976670Lowes: (Lowes.com Feedback) (UNCLASSIFIED)

Classification: UNCLASSIFIED
Caveats: NONE

Sure thing, thank you for getting back to me.

xxxxxxxx rd, xxxxxx, MD xxxxx

Home phone: xxx-xxx-xxxx


  • Ch
    charles martin Jun 12, 2014

    Had lowes in Christiansburg Va. install 10 new windows for several thousand dollars. I am not satisfied because the outside of the window sets about 2 inches away from the vynil siding all the way around. there is only about 1 inch of foam insulation to the inside . edge of the windows. several complaints were made to lowes with empty promises. Finally saw the store manage and was talked down to. Its been almost 4 weeks since talking to him with no contact. apparently I am suspose to eat the cost of the windows. When I told the manager I was trying to head off furthur action I was told I could not sue that I had to go to corporate hq and arbritration, and that I didnt want that as I couldnt win. BEWARE LOWES INSTILLATIONS

    0 Votes
  • La
    lawrp89 Mar 23, 2011

    I PURCHASED A NEW $900.00 DISHWASHER IN NOV. 2010. It does not work. I have been battling LOWE"S for four months trying to get a new one. all i get is a run around

    0 Votes
  • So
    Sorvius Mar 01, 2010

    Oh yes Lowe's is almost as bad as some major mobile carriers when it comes to online help. As soon as you said you got a credit card to save 10%, I knew where it was going. They guy in the seasonal dept was well trained by the sound of it but had no compassion for your finances. I would have sold you the tractor you wanted in the first place but gone for the Extended Protection Plan, which is an ok deal if you don't want to pay to have it fixed but hurts the wallet a little. As for you STRETCH about checking the toolboxes I'd have to say that the thieves in Lowe's are more of an epidemic than panhandlers at a D.C. bus station. One time I stood at the return desk and watched a guy carry 2 boxed celing fans ($200 each) right out the NO EXIT door (main entrance). He set the alarm off and ignored the "sir, SIR" coming from the girl at the desk. His buddy was out front waiting with the pick-up truck, in which he threw the fans and they drove off. This doesn't happen often as it is an extreme case, but lots of people will set off the alarm and aren't even phased by it. This unfortunate "a few ruin it for the bunch" situation requires Lowe's to attempt to lower the theft by inspecting everything you buy. The other solution is to close the stores and make everything exclusive to Lowe's dot com, which I don't think will happen any time soon, but they're trying :p

    0 Votes
  • 1c
    1customer Jan 16, 2010

    I shop at Lowes quite abit, I think it is absurd how when you go to purchase 2 tool boxes they want to completely rummage thru them at checkout, treating you like you are a THIEF. If there is that much mistrust in Lowes repeat customers then maybe they should put nylon ties on the tool boxes!! Also maybe a sign posted in the customers view that they may treat you as a THIEF at checkout...Sincerley STRETCH

    0 Votes
  • Pa
    Pablo Aug 20, 2008
    This comment was posted by
    a verified customer
    Verified customer


    Lesson learned: don't deal with the "on-line" people, they are incompetent at [email protected]
    Once the information reached the right person at the store, things were quickly resolved.
    Sherry called me right away, and went out of her way to correct the situation, what a great asset to that store, she managed to win me back as a customer.

    0 Votes

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