Lowe's

This had to be one of the most frustrating experiences I have ever had. I don’t know what it is, but for the last three years we have simply been able to find a decent contractor to do jobs at our home.

I ordered an installation of a kitchen faucet online, and was contacted by Ginny Parker, of Store #510, on April 10, 2023 with a quote. In my initial online request, I told Lowes the kitchen faucet to be removed is a Pfister series F-529 so they would know what tools were required as well as what would be involved. Ginny Parker said I would have to go to the store in person to pay for the service.

On April 13, 2023, I went to the store and finally found an associate, Pauline Aguilera, who would tend to my order. All the other associates I approached pointed me in different directions. I made the order and Pauline said to give it one business day then expect and phone call from the contractor, within one to two business days afterward, to set up an appointment for the installation. That would have put that phone call no later than Tuesday, April 18. I did not hear from anyone so, I called Installation Support at Lowes [protected]) on April 20, 2023 and was told the install was set up for April 24, between 8:a.m. and 11:00 a.m.

On Monday, April 24, 2023, at around 12:39 p.m., I called Install Support again at the same number. I was told by Les (?) to hold on as he was transferring my call to Handy. The automated message said it would be 7 minutes before the next “Agent” would get to me, and to leave my phone number if I wanted a call back. I left my phone number. It was now 12:43 p.m., and a call back should be around 12:50 p.m.

I did not hear from anyone until about 1:45 p.m. from [protected]. It was the plumber and he said it would be 45 minutes to any hour before he could get to me. At about 2:28 p.m., he calls again and asks if I was at home. I told him I was, and he said he was in front of the house, and it was vacant. I asked him if he was in Garland, and he said he was. I informed the plumber I am in Mesquite, Texas. He says, “Oh, give me about twenty minutes,” and shows up just before 3:00 p.m.

After fiddling with the old faucet for several minutes, the plumber says he can’t get a nut loose while he has a pair of slip joint pliers in his hand. I ask if he has a faucet wrench, he says he doesn’t, and I lend him mine. He says he still can’t get the nut loose and will have to come back. He reattached the supply lines of the faucet and in doing so, he crossed the hot and cold lines. They are still that way. While leaving, the plumber says I should hear from someone by the end of the day, first thing the next morning (4/25/23) at the latest.

Today, April 25, at around 10:10 a.m., I finally give up and call Installation Support at Lowes again. I speak with a woman who puts me on hold for at least 10, maybe 15, minutes when she finally comes back. She said she could schedule me for Friday, April28, at 1:00 p.m. I told her that was unacceptable and explained what all I had been through. I was told that was the best she could do and asked if I wanted the appointment for Friday, at 1 p.m. I told he, “No, and please credit my credit card for the amount paid.” I did try to hold on to the Lowes survey, but she stayed on the phone until I hung up.