Anonymous
map-marker Livingston, Texas

Waiting for over 15 minutes to pick up an on line order and rude response from store manager

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Earlier today I thought I had completed my Christmas shopping by ordering some items from the store in Baytown, Texas. I normally shop at Home Depot but they did not have any hand held vacuums that I was interested in so I tried Lowes. They did so I ordered one plus a new kitchen sink faucet and two other smaller items. The total came to a little over $100.00. I thought I'd simply be able to drive up and have someone come out and bring me my order so I wouldn't have to go into the store - which I wanted to avoid because of the pandemic. Silly me - not only did I have to go in but when I went to the pickup window which also dealt with returns there was only one person working there. So I waited, and waited, and waited, after about 10 minutes - with no one in front of me but the one person the agent was working with I called the store to see if they could get someone to come and help her. Can you believe who answered the phone? The same poor girl who was already overwhelmed. So I asked her how I could get hold of a manager and about that time here comes this guy who the gal said was the store manger. I told him that we'd been waiting a long time just to pick up our on line purchases and unbelievably his attitude was "so what" - "we are understaffed today" - not only was he indifferent he was rude. As he walked away I told him I wouldn't be back to his store and he simply shrugged his shoulders. After 5 more minutes of waiting I told the girl - nicely - since I realized she was doing the best she could that if I couldn't get my purchases in 3 more minutes I was going to leave and cancel my order. I set my timer. At 3 minutes - just as the timer went off she finally finished with the customer - after nearly 20 minutes . . . I told her - sorry - you didn't make it . .. and I left the store and later cancellled my order. If the store was understaffed this time of year with a lot of folks looking for work during thisHomHom pandemic I wonder who's fault that is? The manager's behavior was totally unacceptable. I don't like to see folks lose their job but he is a very poor representative of your company. Either way I won't go back to Lowe's, in any event. I won't tolerate that kind of behavior from a store manager more than once. The sad thing though, at least for me, is having to wait that length of time inside a store - with a pandemic raging when I simply should have been able to drive up and have someone come out and bring me my order which I had already paid for. That option was not available. Again - I wonder who's fault that was. I didn't get the man's name but he was presumably the manager on duty at about 4:45 on December 23, 2020 at the Baytown, Texas store on Garth Rd. He really made my Christmas shopping experience a *** one.
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User's recommendation: Home Depot is across the street

6 comments
Guest

What did you want them to do when they have others waiting? All you did was waste his time and take from others. You are selfish beyond description.

Dravyn Qzc
reply icon Replying to comment of Guest-1966986

I agree with you

Dravyn Qzc
reply icon Replying to comment of Guest-1966986

Then she has the nerve to call a grown woman a girl when she is the one acting like a child.

Guest

With the pandemic raging there are a lot of people that don't want to work in retail. There are help wanted signs up all over in retail stores.

Not their fault people aren't applying and living off unemployment or just not paying their bills because they can use the pandemic as an excuse.

Just wait till landlords can start evicting people for not paying rent. Bet they will start applying for jobs then.

Guest
reply icon Replying to comment of Guest-1966152

Your simplistic view of the employment situation is cute. The OP’s desire for cheap prices is also a factor.

To obtain cheap prices, labor costs have to be kept in check. This is done by not giving people who want to work hours.

If this person wants top notch service and quality, they have to pay for it and go to a local hardware store. Assuming her low price quest hasn’t run them all out of business.

Dravyn Qzc
reply icon Replying to comment of Guest-1966997

They are just telling the truth. nothing cute about that.

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Beth S Xwp

Terrible Carpet Install

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My husband and I have moved 16 times and have always had good experiences with carpet install. Until our Lowes carpet install. The installers were scheduled to arrive between 9:00-11:00. They arrived at 12:00. Their shoes were filthy, they damaged our wall paint, baseboards, wall-corner drywall, new carpet (with dirty shoe stains), left jet-black handprints on our white doors, did not cut out the holes properly for our HVAC floor vent openings, left a terribly ragged edge from the hall carpet into the bathroom, and left our driveway covered in carpet debris. We will never use Lowe's carpet install again.
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Anonymous
map-marker Turlock, California

Replacement for broken glass chandelier shade

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Hi, I called your 1-80*-643-**** number today to let cust. service rep know that one of the glass chandelier shades for Portfolio 9-light chandelier, model #34651, item # 0442228 exploded while removing it.

You couldn't tell it was broken until you handled it and it splintered all over the place. The CS rep put me on hold for a few minutes and told me that they wouldn't accept a request to replace the shade (of course, this was after my husband took 3 hours to hang) and to take it down, return it and get a new one! Are you kidding? This company makes these and should have replacement shades available for this problem -- at the very least, to be able to purchase one from the company -- so your hard work and light fixture is whole.

One lousy shade? Really? Why is there a manual included where on the front pages, it quotes: "questions, problems, missing parts? Before returning to your retailer, call our cust service dept" then?

-- if it isn't going to be possible to do??? No one wants to resurrect the box from their trash, disassemble and remove a chandelier, return it, and wait another couple of weeks for it to arrive at our local Lowes? We've been good customers for years and this is how this company (and by extension, Lowes) treats their customers?

All we want is a single replacement glass shade!!!! Sincerely, Unhappy long-time customer (kdisch2@***.com)

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User's recommendation: Don't go to the manufacturer to help you -- found out this light is no longer made. Go directly to Lowes store and the problem was fixed right away. They opened up a box with a new chandelier in it and took off one of the shades and readily gave it to my husband. The helper from Lowes said the opened box of new chandelier (minus shade) would be sent back to the manufacturer. We are now satisfied with results. Much thanks to the excellent staff at Lowes!

Geneva K

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Verified Reviewer
| map-marker Easton, Maryland

Poor service

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Approximately 2 weeks ago my husband and I were at your Easton Maryland store inquiring about a 30 x 80 door. The person we spoke to found a door for 249 item 935609 he told us when we were ready to come back and order it.

Tonight we went back magically the door can't be ordered now we are told we need to pay 472 for a door. I ask to see a manager Michelle comes and proceeded to tell us the door is out of stock and can't be ordered. I ask for some type of compensation to help with the cost of the new one she replied I can't price match and I told her I didn't ask for a price match. She says.

MAAM I said I can't price match. At this point I am boiling and told her I would call her boss she says go ahead you still won't get it. So I called customer service and spoke to Tamika the sweetest individual who calmed me down.

She did inform me that it would be up to the manager if the store. I would like the District manager to give me a call regarding this incident.

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Cons:
  • Employees not knowing what they are doing

Preferred solution: Price reduction

User's recommendation: My opinion at this point is I might cancel my cc and become a home depot customer if someone doesn't resolve this issue.

Anonymous
map-marker Liverpool, New York

Not my charges: 819263****0627

Many times I have explained that the charges are not mine. I certainly am not paying them. You need to stop harassing me.
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Anonymous
map-marker Charleston, South Carolina

Chairs delivered without feet

I was told manufacturer would contact me regarding missing parts but that was weeks ago and I have received no contact.
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Pros:
  • Has a lot of different products
Cons:
  • Delivery and refund problems

Preferred solution: Deliver product or service ordered

Michael S Pss
map-marker Jacksonville, Florida

Delay after delay for my credit (to Am Ex) on a returned purchase

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I ordered online an item but cancelled the order within 7 days. This is on February 5th and here it is March 9th and Lowes has not credited my Am Ex card account. I need that $1200 NOW! After 45 mins waiting on Customer Service, they again said it will 14 business days before they can credit my account.
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Loss:
$124250

Preferred solution: Full refund

User's recommendation: If you return a purchase get ready to wait 45 days

1 comment
Guest

Have you tried disputing the charge with Am Ex?

Todd F Vih

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Verified Reviewer

Incomplete product

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Hello

We live 40 minutes from our nearest Lowes. We recently purchased a ceiling fixture, and during installation, found that all of the small parts (screws, bulb, etc) were missing.

The manufacturer is send us the parts, but our electrician is charging us $75.00 to return to complete the installation.

I can give you the item and model number once I determine that Lowes will pay for the return trip of the electrician.

There was a piece of tape over the top of the box suggesting that someone had removed the package of incidentals from the box prior to our purchase.

This would suggest that someone took the items out of the box in the store or bought it and returned it incomplete.

What is your policy for situations like this. I will gladly send you the electricians charges for reimbursement.

Todd Friedland

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Pros:
  • Good selection

Preferred solution: Let the company propose a solution

1 comment
Guest

They aren't going to pay your electrician. You could have easily opened the box and mad sure everything was there before you had your electrician come out. Any reputable electrician would have the screws and brackets needed to install a light fixture in their truck and wouldn't have had to come back.

Martina F

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Verified Reviewer
| map-marker Yuma, Arizona

Complaint about a part missing

Yes today i purchased a power washer. The man told me it was on sale because another customer returned. Ok great that was all that was said. I bought opened it up when i got hone and come to find out the nozzle was missing. Had to go back and told the guy it was missing. Now i had to purchase one. I was not aware that if its on sale it would have missing parts. I was furious and i dont believe that was a very good deal. The guy said rules are rules. See if i go back again akit of my family and friends shop at Lowes but wait till i tell about this matter.
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Loss:
$2700
Pros:
  • Label did nit say parts were missing

Preferred solution: Price reduction

Joseph M Xfn
map-marker Huntington, New York

11% rebate

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I have submitted the 11% rebate 3 times and today Feb 9 I called and she states my rebate is not coming. I have submitted my rebate on 3/18/2020 thru mail and on June 1 ,2020 certified mail with a letter attached to contact the Miles family and the certified number is 701922****4091**** you received it June 8 at 7:24 am. Then I submitted by computer as requested July 20,2020 my store transaction number is 1736**** the store number is 2560 my conformation number is 48533co3-9417-4b21-b661-6****ct14e778 on that date I took a picture of my computer stating my confirmation. On 12/18/20 I received that my rebate was processed and its on the way (268238). I call today upset and no help with your customer service on how to resolved a almost year old rebate. I know have to go thru another channel of waiting for 3 to 4 days your customer person said today. I have made a picture of all the proper channel request and still no rebate and lies. email shawnemiles@***.com 262-857-****
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Preferred solution: I want my rebate. I spent 10,000.

User's recommendation: I have no words at this time. Why lie that you give rebates when you do not.

Jerry L Qvt

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Verified Reviewer
| map-marker White Settlement, Texas

Lowes protection plan is the run around plan

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Lowes protection plan is the run around plan
Lowes protection plan is the run around plan - Image 2
Purchased a Whirlpool all in one washer dryer combo from Lowes. One year later problem with no drain of water after cycle. Time to use the $200 warranty. On hold for over an hour. Waited days for tech only to be told on arrival hed never worked on a unit like this one. Never touched or made a diagnosis but collected from Lowes for trip and diagnosis. Was told tech would need to be whirlpool certified this happened three more times as they booked 4 different companies but none certified. Last guy out did nothing but drain water and said it was the pump. Pump was on back order (none available) I did some investigating on my own and was told whirlpool was shut down due to Covid. So after about 5 weeks, many conversations with store manager letting them know they sold me a machine and warranty for $1,550.00 but couldnt seem to get it fixed, they decided to reimburse me full purchase price. After that was done, I took the pump out myself, disassembled and found a hairpin lodged. Reassembled and machine works as new. To ad insult to injury, I was reimbursed with a Lowes gift card not a check which I requested. Either of the techs that came could of fixed. It took me about 45 minutes. About 6 weeks without washing machine that could have been back online within minutes. Now I have no warranty and a card to go buy more stuff from a company Im not happy with over this fiasco. Every time you call you will be on hold for a LONG time
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Cons:
  • Poor service poorly planning and poor execution
  • Just delay and then delay some more
  • Extended warranty service

Preferred solution: Let the company propose a solution

User's recommendation: Don’t waste your money on the protection plan

7 comments
Guest

The hair pin probably would have invalidated your warranty due to negligence on your part. You made out boomer pig.

Guest
reply icon Replying to comment of Guest-1919863

Not so junior Warranty not void because of hairpin That’s a ludicrous assumption

Guest

You totally made out on the deal. Stop complaining boomer!

Guest
reply icon Replying to comment of Guest-1919861

Who you working for here. Peace, love, let’s all get along . NO

Guest

What are you complaining about? They let you keep the washing machine that is now working and you have $1550 to spend at their store.

Sounds like you got a great deal.

All over a problem caused by someone in your house putting something in the machine that shouldn't have been there. Most people would be thrilled to get the deal you got.

Guest
reply icon Replying to comment of Guest-1919217

Month and a half with no washer because of incompetent service techs, Many hours on hold with the understaffed plan line, only when I raised *** with the store manager where I bought did I get some movement. No the Bobby pin shouldn’t have made it into the machine, through the filter and into the pump, but that’s what warranties are for.

Good thing I have mechanical knowledge and knew what to do. That’s the only upside.

They didn’t “let” me keep it, that’s part of the buy out.The point is they sold me a machine that they couldn’t get fixed and wasted a lot of time with the run around. I plan to let the world know

Guest
reply icon Replying to comment of Guest-1919217

I’m complaining about incompetence and misrepresentation on the part of Lowes protection plan. Relativity in regards to I got a great deal compared to most doesn’t enter in to the equation

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sesi O
map-marker Smyrna, Georgia

Installation

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Purchased stove top 4 months still not yet installed. A contractor came to detail measurements of size of stove top to purchase. Bought one based on his measurements. Waited for over a month to find out when it will be installed. I had to call . Installer came by yesterday and said stove top will not fit and had to cut my granite which he does not do. I will have to pay for someone else to cut the granite. Call the customer service . Still working on problem . Expecting call from district office
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Preferred solution: Let the company propose a solution

JOHN L Dba

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Verified Reviewer

Complaint & Warning

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First off I am Blind and hope that the carpet installer did a poor job installing my carpeting because they felt I would be able to see it or tell. I purchased carpeting three years ago, No complain against the carpet, but the carpeting is starting to roll along three of the walls, and a section in the center of the room feels like a piece of the padding has moved or torn. I called Lowes corporate who transfer me to the installation department and then to Sales. I was told that warranty for the install ran out two years ago, but the warranty for the carpeting is still good for another 7 years. I wanted to have the carpeting restretch. I was willing to pay to have it done, I was told by a Lows assocate the intallers do not do restretching. I was also told they they can not give me the name of company who does restretching. They whished me luck and that was that.
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User's recommendation: Read the fine print, ask questions about "what Ifs" and "hypotheticals"' shop arounds

STANLEY S Ncy

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Verified Reviewer
| map-marker Boynton Beach, Florida

Dissatisfaction with treatment of customer purchase problem

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on Nov. 7, 2020 at the Boynton Beach FL Lowe's store # 111 I purchased two kinds of pavers (nos 382982 and 382985) to be delivered the following week.

Total Cost $891.67 (incl delivery). They were delivered the following week but the 'tops (382985) were defective. They were picked up days later for return but no replacements were on the truck. Several days later someone else came 'for pickup'.

We advised already picked up but awaiting replacements of the 115 units..

Calls to the store 56173**** just rang and rang w/ no pickup or voicemail. We finally went in person and were transferred around to several people until we met with the Sales Floor Spvsr. Derrick. He was knowledgeable and had us check with Carlos in the yard.

it was determined that they only had 95 units but Derrick said he would get 40 from the Boca Raton Fl store and I would get all 115 units on Saturday. Alas Nothing came. Customer Care was informed repeatedly. After further complaints for over a week the store Manager David Territo called on a Sun nite and assured me I would get full delivery the following Monday.

Monday came and went. He had given us his cell # which we called repeatedly but which was always full and no more messages could be left. The District Manager was informed but he never contacted me. Finally, after more calls to customer care for yet another week, during which my installer was furious with US, the replacements arrived.

I never received an apology for the grief and frustration we suffered. We never even got an explanation for what went wrong even though I repeatedly completed survey after survey of complaint.

Can you please look into this as we are sure this is not the way Lowe's wishes to operate and get repeat business from customers. Thank you.

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Pros:
  • Decent selection of products
Cons:
  • Unable to get defective goods promptly redelivered

Preferred solution: Price reduction

User's recommendation: try and inspect the items at the lowe's location before they are delivered to you

Genia S
map-marker Houston, Texas

Refund

I purchased a refrigerator and I was told it could not be delivered, I got the run around, stayed on the phone for 3 hours and didnt receive any service I went in to the store and requested a refund to repurchase another one its 8 days today and Still hasnt received my money and I cant purchase my much needed refrigerator from since March the 15th
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Loss:
$2200

Preferred solution: Full refund

User's recommendation: Stay away

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