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Lowes - Nightmare on Elm Street

1.7
Details
DO NOT BUY Appliances from LOWES or obtain service contracts for A&E Factory Service. TIME for a Class Action Lawsuit When we bought our new house, we decided to pull out the stops and buy ALL new top of the line appliances from Lowes, and also purchased the FULL service plan at a high cost...with a PROMISE from LOWES that this was a top end service contract the covered the appliances 100% including replacement. This LOWES is located in Summersville SC on Dorchester Road. For 2 years afterwards, the appliances worked well, then one by one they started having problems, starting with the Microwave...moving through the Stove and then migrating through the Fridge. The Microwave only needed a new Caro sole...took 3 weeks to replace...this was the first sign, service was not going to be what we expected, but we moved on. Year 3 The Stove decided to turn itself on and attempt to burn down our house down family inside, in panic we called A&E Factory service...there was ZERO compassion as the person on the phone said, well you need to figure a way to get it unplugged, and we will try to have someone to come out in 2 -3 Weeks.....they did show up in 2 weeks. The tech looked at the stove and said...hmm...must be the controller ( I assume he mind melted with the unit and convinced it to come clean with its intentions), and replied...well its going to take at least 4 weeks to get the part, and a week or two longer to get back out here to replace it....In honesty, I was not happy at all, got in my car and drove to Lowes owes to better understand the service I paid for and the guess work technician I received ....this is where I learned how both LOWES and A&E are working together to make sure you consider BUYING a new unit and not wait for their physic troubleshooting and repair that my starving kids . The Store manager of LOWES explained to me that they do not OWN A&E and we would have to take up any complaints to them, as it was out of LOWES hands once the unit was 30 days old. Basically don't bother me attitude, but did tell me he would give me a 10% discount on another Fridge (unbelievable) . From there I called LOWES corporate Service, they told me they would make sure someone returned within a week and they would have the manager of the store call us directly. Needless to say, the manager NEVER called back, and neither Did A&E....every attempt to work with the LOWES store on Dorchester resulted in the manager becoming angry and very impolite to me and my wife. However Calling LOWES CORPORATE Customer Care at least they seemed like they cared, but made promises of replacing the unit if we continued to get mistreated, and did we ever get mistreated....so the Guy finally comes back 6 weeks later and replaces the controller.....tells me everything is good to go and leaves, my wife goes to use the oven and now it wont even heat up above 150 degrees, I call A&E and explain the oven still don't work, and they reply well it will be another 2-3 weeks before we can send some one out to look at (You see where this is heading right, long story short on the stove, was the heating element had burned out as a result of the previous near fire...and we were left without a stove for over 2 months, and nothing but lies and broken promises from the LOWES Store and A&E...well played you Corporate bastards.....Now Comes the 2200 dollar Fridge, countless calls to Corporate Services LOWES, Corporate Customer Care LOWES and A&E factory Services. With this I went through EVERY MANAGER at Corporate Lowes SERVICES, and EVERY MANAGER at LOWES CORPORATE CUSTOMER SERVICE. And I will call them by name...that's fair right ? Now being fair to me, I didnt start documenting names until managers started telling me they had no idea who I had talked to. A&E No names sorry Just didnt write them down i Wife made the initial calls Explained that the freezer was acting up and the temp would not get below 32 degrees.things were getting soggy A&E It will be 2-3 weeks before we can have some one out to look at it (Ouchy) Not happy , no choice need it fixed, besides it was limping along.just have to go without Ice Cream Over 2 week later repair shows up.waves his hand over the appliance eyes roll back..speaking in tongues he said I know what wrong, runs out to his truck comes back with a fan and proceeds to replace the fan, 20 minute later , very pleased with himself and the spirits he leaves (Never test anythingjust leaves) Next morning we wake up to find EVERYTHING in the freezer is unthawed and the fridge..warm. In panic I call A&E and explained what happened (Keep in mind my family are here visiting and we have Kids and a full freezer of our favorite meats and wonderful things for big family meals) A&E without missing a beat says..sorry to hear that, we can reimburse you up to 300 dollars, but it will be several weeks before we can have some one out to look at it (No I am not happy, but hey they will pay for the food right ?) So my wife ask how do we get paid for the food.we need a receipt and / or an itemized list with prices EACH and every productseriously. First who saves receipts for the food in the freezer ? My poor wife has spent 3 days trying to put a itemized list together with priceswe shall see what they say next right ? Back to the repair.This is when I really got involved and started making calls. Lowes CORPORATE Service Shemeka First Call, seemed caring but quickly lost interest and passed me along to her manager Danial MANAGER Told me he would call A&E and get to the bottom of what was going on..Never called me back, A&E said they never heard from him or knew who he was Trenda Second Call, same as Shemka, caring but had no idea who Danial was and passed me on to AJ (Manager) AJ MANAGER Told me he had was not sure who Danial was but did know some one on his team by that name but refused to put him on. AJ also told me he was the VERY TOP dog for customer Arbitration, and if I did not like what he said, to bad..no one else to talk with but him..I did my best to reason with him, and by the time we were done talking he said he would have someone out to fix the fridge within 2 days and that we did not have to wait like A&E said or he would make sure the fridge was replaced, 2 days went by .no one called, so my Wife called A&E to ask when they could would be there, my wife explained that we had talked to AJ at LOWES Corporate customer care, and this is where everything went south. A&E told my wife it was her mistake of calling corporate and as such now she would have to wait even longer for repair (instead of the 17 she would now have to wait until the 25th) My wife a VERY sweet woman was in tears on the phonewe have Children, we need the fridge please dont do this, I guess the A&E person had some kind of a heart and agreed they would keep the repair visit set for the 17th , but told her from now on she was to deal with A&Enot Corporate. Then out of nowhere the A&E representative made my wife an offer of 500 dollars for our fridgethat we paid 2200 that was under a full repair or replace policy..come on now.that IS criminal, but it gets better (This was on a Saturday) Monday I called CORPORATE CUSTOMER CARE Daniele First Call , Very Caring and willing to work something out after explaining all that had happened, and what we had been drug through. Asked what it would take to make things right, I repliedjust replace the fridge please, I told her I was at the end of my rope. She agreed that was a reasonable request considering all my family had be put through both Cost and time. She told me she had created a case file and the manager of the store we purchased the unit from would call me back within 24 hours..never happened 4 Days later (17th the day the repair man was suppose to come back) my wife waited all dayno one called , no one showed up (This is where I came home from work) my wife is on the phone with A&E telling her she canceled the repair callI called customer service right away Spoke to Sara, and Amyexplained to her that my wife was on the phone with A&E and they were telling her that she canceled the repair, then told her she never had a repair scheduled, Amy who I was talking to on the other line explained to me she was looking at the A&E record as we were speaking and it showed the Technician had cancelled the repair because he couldnt make it. I told my wife what Amy said and my Wife told A&E what CORPORATE told me about the Tech cancelling the repair, sarcastically the A&E rep replied OK your right he did cancelled it .you want his Employee ID number so you can try and do something about it, we plan on writing him up for failure to report to work anyway (excuse if I am wrong but isn't what she just told my wife a federal offense in violation of the 1976 privacy act ? Giving out that information about a current employee to a stranger on the phone ?) Anyway, now Amy on the other end is getting fired up over how my wife and I are being mistreated and moves me up the chain of command at Customer Care Corporateright on Trish Manager Very Nice lady, very understanding and like the rest of CORPORATE LOWES agrees that I am not asking to much to have my fridge replaced with an equal trade (except one that is working) But Trish explains she has to make a few phone calls to try and get things moving, has me on hold for over an hourand I wait, finally she comes back online and explains she is having problems gaining audience with upper management , and ask if it would be ok that she call me back in a hourI agree.3 hours pass no return call (sure they have gone home by now) Now I am getting very sadI am screwed. I can either lay down and take it or knuckle up Knuckle up it is I call the LOWES store I bought the unit fromask to speak to the store manager, instead I get the department manager named Chandler.don't get me wrong, Chandler was a great person to talk to, really understood everything I explained . He also told me that what I was complaining about was the most popular frequent complaint he gets on a daily basis, he explained that LOWES extended protection is recognized by LOWES as the worst service on the market available, and agreed that it was nothing more than a scam to make people pay to buy something they wont want to use or be able to use . It was amazing to hear what I was hearing coming from the MANAGER, but he was being so real about itwe talked for 45 minutes at least. He compared the extended protection as a way of telling people that what ever they buy will break when they get it home, and without it they cant do anything about getting it replaced or returned, knowing at the time of sale what is going to happen when the appliance breaks after the customer gets it home. This is all very serious and not a joke. Toward the end of our conversation Chandler said he would have a talk with DWAIN TOMPSON (The Whole Store manager) first thing in the morning to plead my case explaining he also agreed replacing the unit was the right thing to do considering all things my wife, I and the children have been through. I told him I was very grateful for his honesty, and also told him I was documenting everything we discussed, his reply was well its about time someone did my friend. I pray he does not loose his job over the admissions he made. Now I have to wait until tomorrow to find out my next possible mis-adventure with LOWES. I pray in all honesty I am wrong...pray with me On a note: Just looked at the receipt...Chandler was the one who sold us all the appliances...and the extended protection plan....serious admission of fraud... I am sure he had no idea during our conversation that he was the employee that sold me out.....looks like he moved up In closing I would like to make a recommendation to all you people that have filled a complaint just like me.we are the same, we have been ripped off by LOWES and A&E and many other large stores that use A&E knowing the records of complaints filed to the Consumer Affairs database, if we can pull together and fill a Class action Lawsuitwe can end this corporate RIP OFF once and for all. Do a little research and you will find perfect examples of blatant Fraud committed by both the STORE and A&E . I am willing to testify under LAW everything I have written in this letter is truth and more . Someone out there NEED only find the right Lawyer, and we can finally bring a end to this, and make the share holders listen, and most of all we need to be compensated repaid for what was stolen from us. Lets stand up together and make things right. Contact me anytime at GregChop@gmail.com In closing I have filled this complaint with both Consumer Affairs , and the better business bureau. And intend to post this everyplace I can. I will update what happens today when I get home tonight, as I am sure the Drama will continue, until we are forced to call an outside repair person into repair what should have been taken care of by LOWES.but at my cost. If this turns out to be the case, I intend to give LOWES and A&E as much advertisement as I possibly can, including submitted a request to the City of North Charleston for a formal PUBLIC protest in front of the store (Not sure I need a permit, but will find out before I buy a Megaphone)
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1 comment
Anonymous
#1361340

What Lowes and other retail stores don't tell you is that you can also buy service plans from the manufacturer of the appliance. I haven't purchased an appliance in the past 10 years that shortly after registering it with the manufacturer that I didn't receive an offer for a service plan from them.

Yes they may cost a little more but they usually cover more. If you read the fine print on a lot of the store plans they limit the total amount of repairs they will do to the cost of the appliance.

If you buy a 3 year plan on a $1500 appliance and have a $900 repair in year 1 of the plan, a $500 repair in year 2 of the plan they are only going to cove another $100 during the rest of the plan. Your are better off waiting and buying from the manufacturer or if you have a service plan available through your power company checking it out as well.

Review
#1089120 Review #1089120 is a subjective opinion of poster.
Service
Ae Factory Service Microwave Oven Repair
Pros
  • Some of the staff
Cons
  • Service
  • Lack of response from corporate lowes
Reason of review
Poor customer service
Loss
$2200
Preferred solution
Full refund

Lowes in Rochester, New Hampshire - Awful

1.1
Details
So many purchases with Lowes in Rochester NH and so many issues . Dented appliances over and over. Customer service awful. Almost threatning. Time to move on.
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1 comment
Anonymous
#1361990

If you have made "so many purchases" with "so many issues" it seems like you would have quit buying there long ago. As you don't provide any detail on can only assume this is another case of a mountain being made out of a mole hill. Provide detail if you want your post to be meaningful.

Review
#1088987 Review #1088987 is a subjective opinion of poster.
Reason of review
Poor customer service

Lowes - Horrible Service!

1.0
Details
I have never been in a store where the workers are more disrespectful and lazy. Not only is it hard to find anyone to help you in the store but me being six months pregnant, I had to chase down a worker just to ask a question. I tried calling customer service, the store, even speaking to a manager and they all lied to me and were very rude. I purchased a stove that needed installation and the stove is coming today and I still can't get anyone to return my phone call to come and install the stove. And when speaking to a manager he was very rude and told me that I was rude. Unbelievable! Horrible workers and horrible store!!!
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1 comment
Anonymous
#1361162

You are shopping in a big box store. You won't get the service you will in an Ace hardware store or a local appliance store.

If you are looking for low prices the big box stores are for you. If you want proper service and are willing to pay a bit more go to the smaller stores.

Review
#1088861 Review #1088861 is a subjective opinion of poster.
Service
Lowes Customer Care
Reason of review
Poor customer service

Lowes in Austin, Texas - Problem solving Capability of Manager

1.0
Details
I bought a brand new washer from Lowes on 13201 Ranch 620 North bldg G Austin TX. The washer was delivered about 1:00 PM on 8/16/2017. The delivery people started the washer immediately it started leaking. After several times calling the store on 8/16/17, I was told they will contact me. I was never contacted on 8/16/17. I called on 8/17/17 about 7:00 AM and spoke to Daniel Gonzales, to give me when people will come and fix the problem (the washer was already paid in full and money for 5 years of maintenance waranty ). He complained repeatedly about my accent and I am not listening what he has to say. After speaking with for 15 minutes, I still did not a time frame for the appointment. He told he will call me does not know when he will call me?? Just a warning to customers that the Lowes stores get fully paid and you are on your own.
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Review
#1088697 Review #1088697 is a subjective opinion of poster.
Product
Samsung Electronics Washing Machine
Cons
  • With a brand new non functional washer
Reason of review
Poor customer service
Preferred solution
Repair the leaking of water. In the case it is not repairable REFUND the money

Lowes in The Woodlands, Texas - Package that I ordered online

1.0
Details
Package that I ordered online when I went to pick it up they couldn't find it had to wait over an hour so they could find it I don't think I will be ordering anything online again
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1 comment
Anonymous
#1361992

If it's an item stocked in the store there is no reason to order it online. Just get in you vehicle, go to the store and buy it.

It always takes more time to purchase an item online than it does to just go i and buy it. You'll also be sure it is the right product.

Review
#1088263 Review #1088263 is a subjective opinion of poster.
Service
Lowes Pick Up Service
Reason of review
Order processing issue

Lowes is the let down of the century!

I would recommend NOT getting your appliances from Lowes unless you have at least 4-6 months before needing them AND don't mind being lied to repeatedly. Apparently my definition and Lowes definition of guarantee are not one in the same. They will also guarantee you another delivery date and even give you 10 percent off your total purchase but when the new date comes and goes and you're still without appliances they will suggest you get your money back and take back the 10 percent. At this point almost 9 weeks has gone by and I'm back to square one and wasted countless hours of my life getting hung up on by customer service and hanging out on hold listening to annoying music while they play the "transfer the blame game". Oh but in their defense they did offer me loaner appliances however they could not loan me the microwave, the oven, the cooktop or the vent hood. Oh cool, Lowes... I can't wait to move in to my house I've been waiting a YEAR to move in to with only a refrigerator and dishwasher. Yes, My family and I would love to eat ramen noodles made from the dishwasher steam. What a great compromise . Anyway, thanks to Lowes I'm super sad about a house I should be super happy about. Thanks a lot
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2 comments
Anonymous
#1360917

Did you order Samsung or LG appliances? If their local and national warehouses run out of stock new stock has to come from Korea.

If you ordered colors other than Stainless Steel it can be months before they are produced and once produced it can be another 3-4 weeks in shipping. Unfortunately the manufacturers aren't very good at communicating when they expect to deliver your product. They will just show backordered with next week as the next ship date and this will happen week after week till the product actually ship and unfortunately the ship date the manufacturer gives the store is all they have to go on. Blame the manufacturer, not the store.

Cancel the order, go somewhere that they have the appliances IN STOCK, IN THEIR WAREHOUSE.

If they order them you will be in the same situation. Good luck.

Anonymous
#1360632

What was the brand of Appliances you purchased?

Are they on a active back order?

Did you order them during one of the larger sales.

Lowe's keeps no more then 2 rolling weeks worth of appliances, for two main reasons.

There storage space is not adequate to support the sales, and two they are only allowed a total dollar amount worth of product under the roof of liability at any given time.

I'm sorry you had to wait, but your post gave no one any sort of specific information for people to help resolve your issue. I can almost assure you that you were not being lied to.

The people told you what they knew... at times that not a lot. Associates at times can be on hold with certain manufacturers for over an hour at a time. If a customer walks up, and they are the only one present...

they must hang up and assist. Which means there hold time starts over again. They are told days after PO's are promised to be delivered, that they are back ordered. It is unfortunate, and not easy to work in a home with 1/7th of the appliances you would need to run a functioning home.

Sadly its not Lowe's fault your stuff isn't there.

Please feel free to provide information in regards to your order, your store of purchase. You would be surprised how much people can help.

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Review
#1088177 Review #1088177 is a subjective opinion of poster.
Service
Lowes Delivery Service
Reason of review
Problem with delivery

Lowes in Kyle, Texas - Kitchen remodel & design

1.0
Details
Lowes - Kitchen remodel  & design
Almost 3 months ago this hellacious process started. The tear out and install should have taken a month at most. I have drawers that hit the handles of opposing drawers which prevents them from opening up all the way and I have TWO different styles of cabinets!! I paid for the expensive Kraft maid brand and what they sent was something less. The entire process has been a nightmare and Lowes and it's upper management chose to not stand behind the customer much less their work. DO NOT Do business with Lowes for kitchen remodels much less design. I reached out to the CEO and actually got a response from someone at corporate however they finally responded and said they won't help me.
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3 comments
Anonymous
#1360634

I understand your anger, truly.

What I will say is simply this... the old adage of " you catch more flies with honey then with vinegar" could not be more true.

Keep consistent, but stay understanding.

You will get results. They may take time.

What you have to understand is when it comes to Installed Sales... These Installers are chosen by corporate and not the store, and they sign very specific contracts with how and what they will do.

At times many installers are scheduled multiple weeks out. So for them to immediately stop and return to your home would set a ripple that would impact dozens others. Sadly we cant force the installers to fix or change anything.

Its much like getting hit by someone with out insurance...

it happens but you at no fault of your own are left with all the costs... now imagine this in the contexts of peoples home's. An average Lowe's installed department goes into 23 peoples homes a day. That's 115 peoples projects a week.

Even at a 95% completions success rate. Incidents happen.

Lowe's will always make it right, but they try not to just open up the register and throw money at a problem... often times the process is long due to them holding the installers responsible.

ellissusieq_22
#1360757
@Anonymous

Very wise advice. Being a senior citizen makes for lots of exasperating experiences with installers, but we find that kindness while angry is a skill difficult to employ.

We have been waiting for a Lowes installer for a month to get the fence up. :)

Anonymous
#1361166
@Anonymous

If you look at the picture you see a basic design error. The designer didn't place a filler next to a blind corner cabinet. Who ever drew the kitchen was either new or in a rush and skipped the required filler.

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Review
#1088136 Review #1088136 is a subjective opinion of poster.
Service
Lowes Kitchen Remodeling
Cons
  • I described it already
Reason of review
Bad quality
1.0
Details
Lowes - Kraft Maid kitchen cabinets are junk!
Lowes - Kraft Maid kitchen cabinets are junk!

Update by user Aug 23, 2017

I am still waiting for the company to finish ordering new doors and get them installed. The experience is wearisome, and the customer service reps are not at all sympathetic or helpful. March is when the project began and we are now nearly at the end of August.

Original review posted by user Aug 15, 2017

We...
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4 comments
Anonymous
#1649769

Sorry to hear others have had the same bad experience with Kraft Maid and Lowe’s. They never replaced the cabinets or repaired defects inbour grouted tile floor.

They stall and frustrate people until you just give up.

Poor customer service for sure. Hire a local tradesman with good reviews, best advice.

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Review
#1088096 Review #1088096 is a subjective opinion of poster.
Product
Kraftmaid Cabinet
Cons
  • Quality or cu
  • Customer service
Reason of review
Bad quality
Loss
$25000
Preferred solution
replace the defective cabinets with defect free cabinets
Tags
  • Poor quality establishment

Lowes in Newport News, Virginia - Lowe' has no 25" tape measure s on the shelf

4.7
Details
I was told they would not warranty any more kobalt tape measures so much for their lifetime warranty.
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1 comment
Anonymous
#1361993

The problem is that consumers don't bother looking at the warranty. The warranty covers manufacturer defects, NOT DAMAGE.

Ripping the end of your tape off isn't a defect. It is damage and not covered under warranty.

All too many consumers feel a tape they damaged should be replaced under warranty. No store or manufacturer should be responsible for the abuse of a tool by a consumer.

Review
#1088092 Review #1088092 is a subjective opinion of poster.
Product
Lowes Warranty
Reason of review
Warranty issue

Lowes - Insult

Ordered ceiling planks by armstrong. We went to pick up at lowes. They rolled 19 packages of runned over open boxes, some smashed and you could see broken planks. They headed out to our truck but I stopped them. I was furrious! They actually thought we would accept them. They said they were giving us 10 percent off per box for reorder. They should have never showed or brought the boxes up front.
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1 comment
Anonymous
#1360656

Yes because you would of been perfectly happy with being told... "sorry sir but the PO you ordered for X product came in damaged, unfortunately we will have to reorder, and it will take 3-11 business days"

Sounds like they offered to give you what they had at a discount, so you could of at least started your project.

But nope... thats not good enough.

Review
#1087958 Review #1087958 is a subjective opinion of poster.
Service
Lowes Customer Care
Reason of review
Poor customer service