Lowe's review: Long time customer can't get help

I am a long time customer, spending tens of thousands of dollars at Lowes in the past but getting no help with my present situation.

We purchased 2,300 sqft of LVP flooring in 2021 and within 12 months it was falling apart, splintering. In Nov 2022 I went back to the local Lowes (Fultondale, AL) and was told they do not help with warranty claims.

So, I contacted the manufacturer (Shaw), sending pictures, dates of purchase, etc. I called at least 5 times and spoke to different people each time who promised to do something (get an adjuster out, make it priority, etc) but after the phone call was over they ghosted me. Finally, a couple months ago, Shaw said they needed a form from the local Lowes store. I would have been saved all this had Lowes helped me back in Nov 2022.

Shaw emailed the manager over the local flooring department, asking for the necessary form and copied me in the email. He never replied. I have emailed him 3 more times, been back in the store to talk to 2 employees, made several phone calls (when I was told that manager was actually in the store!), left messages for him, but he has never come to the phone, or come to the service desk to meet me, or ever returned my calls.

*** Our flooring is a trip hazard as it is splintering so badly. But Shaw wants to send an adjuster to view it so we have still not taken it up. But I need to take it up now before someone gets hurt!

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