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Lowes in Howell, Michigan - Terrible Communication and Inexplicable Technological Faults

2.3
Details
I went with my mother to Lowes after conducting extensive research for a new dryer as our Roper dryer of 25 years had finally burnt out the heating element. After viewing several models and comparing them on Lowe's website I printed off the exact models I wanted to discuss with a professional in more detail. This is the first major fault in Lowe's customer service, when I went to the appliance section (6:40 PM on a Monday night) there was no appliance associate, instead a kind gentleman from the cabinetry section attempted to assist me. This well-intentioned fellow could not answer even the most basic questions about how the machines interfaces differed, what the difference between the models was etc. I should have taken this as my cue to leave, however my family needed a dryer as soon as possible and I attempted to ignore the blank looks of desperation as he struggled invain in an attempt to use his computer to compare models. This brings me to second major fault in Lowes sales process, it's computers or their lack of training the associates in their use (I actually know its a combination of both). We proceeded to select a model and after asking a myriad of questions about the delivery, extra insurance, installation, pick-up etc. I will point out at this point that at the end of the conversation I directly looked into this associates eyes and asked him point blank if there were any other fees that I should know about after I had him itemize the list of things to be paid. He assures me no, and I repeat the question again moving closer to him and telling him in both gesture and word that I DO NOT want to have to come back here. It will come as no shock that the next day at 9:17 am I get a call from a Lowes associate that need to come in and pay some additional installation fee or they can't install my dryer. Normally I would take this in stride, however this day happened to be my brother's graduation day and I literally had to race from the ceremony to the store in order to pay this additional fee. These events in and of themselves are incredibly ridiculous mistakes, but it gets even worse. Jumping back to just after my telling the Lowes cabinetry associate that I don't want to have come back, I now attempt to pay in cash for this purchase. Super easy right, totally and incredibly wrong. It takes more than 45 minutes to figure out this apparently complex process to take cash for a dryer and takes no less than 3 associates in total to complete the task. If someone at Lowes ever reads this, ask yourself, what would you think? Would you believe that some kind of prank was occurring because the thought crossed my mind as the level of service was indeed a sad comedy that was about to grow even more unreal. As I attempt to leave after my arduous ordeal to pay for an item with cash (please note the sarcasm that should accompany this statement), I see the same old cabinetry associate sprinting through the parking lot to tell me that they don't have my phone number in the system for the delivery, even though I just spoke to the customer service associate not 2 minutes previously using my cell number to identify the account so I could finally pay for my purchase in cash. Confused, I return to the store to give my phone number to the customer associate once again so that the delivery company can contact me for a delivery time slot. Upon further questioning at the front desk I discover to my surprise that the associate tells me, "there's a problem with the computers when you mark a phone number as a cell it doesn't save or capture the information. We've told corporate, they just don't care." If you're reading this Lowes, think on this and reflect on my prediction, this is genesis of your demise. You're own associates have lost faith. The next day dawns and I make it to Lowes after receiving my 9 am wake up call from their actual appliance sales woman at 8 pm. They again ask me for my phone number and I think that this time the associate entered the number as a land line. The day of installation arrives and once into my parents basement the installation technician tells me in no uncertain terms that due to my copper piping for gas to the dryer he cannot touch anything, period. The reason behind this is that according to modern building codes a "black pipe" should be used to dispense the gas to the dryer because of it's higher pressure rating. Just so everyone understands I hold no ill will towards the installation technician and told him so, again I ask the representative of Lowes (they contract with this company to act on their behalf), "Have you brought up the issue that no one informed me that this might be a problem?" His response, "this is a daily occurrence, everyone blames me, but I don't have anything to do with it. I'm essentially just the messenger. I tried to raise the issue and they just don't care." I understand now what your brand represents and I hope this statement of fact enlightens anyone who choses to read this. Modern corporations don't survive without impeccable customer service, Lowes is going to learn this and will fade into history as another failure due to bad customer service.
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Review
#661855 Review #661855 is a subjective opinion of poster.
Cons
  • Unprofessional customer service
Reason of review
Poor customer service
Loss
$700
Preferred solution
Let the company propose a solution
Tags
  • Total Customer Service Failure
  • 2745 E West Maple Rd

Lowes in Manhattan Beach, California - Assistant Manager in Torrance has mental issues

3.2
Details
Went to Lowe's in Torrance, CA to resolve an issue with a product that I purchased. Was told by supplier of item to Lowe's to ask for Mgr. to call him--the supplier regarding replacement of item. When I told A.Mgr. about the issue and to call the supplier's parts dept. person, the Lowe's Mgr started in on me...."where is he?" "in what town?" she blurted-out at me. I said I didn't know. "You called him" she answered, and I said I didn't know what town he was in....why should I? She then blew a gasket and said that she wouldn't help me. I asked for her name, she would not give it to me and walked away. I followed her and was told to leave by some other Lowe's employee. I said "no I won't" .....This black woman, "tojo" or "mojo" or whatever needs a tune-up in customer service. She should be at a cash register, or in the garden area, not in a position of authority. Torrance Lowe's just lost me as a customer, I cut my Lowe's card into tiny pieces, and the real Mgr showed up to handle my problem and offer a solution. This black woman should be fired for her aggressive and belligerent behavior.
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Review
#661735 Review #661735 is a subjective opinion of poster.
Cons
  • No acceptance of responsibility
  • Servce
  • Customer service from assist manager
Reason of review
Poor customer service
Loss
$50
Preferred solution
Let the company propose a solution

Lowes in Fort Wayne, Indiana - Paying for carpet and padding that was never installed. carpet quality that is misrepresented in store.

1.3
Details
Early May of this year my husband and I visited your store @4430 Illinois rd. Fort Wayne, IN 46804. We had been pricing carpet for our living room and stairs w/hall. We spoke to John McKnight(he was very nice and helpful). We found a carpet that we liked and John set up a visit for the installers to come out and measure those areas in our home. The gentleman that was sent to our home(who is contracted by Lowes) measured 528sqft. We were shocked and told him that we have had other contractors out and they measured 462sqft.(quite a difference). He assured us that his form of measurement(a laser) was much more accurate. we had no reason to not believe him. After instillation we are now left with a piece of carpet that measures 10ft by 7ft(almost enough for another room). We called the store on Illinois rd. and spoke to Jessica. They were not willing to refund the left over carpet. Not only do we have this big piece of carpet, but, we paid for the instillation of this piece along with padding. We would like to be refunded for the instillation charge, and would be happy to bring this left over carpet back for a refund of $1.54sqft. We also noted that the carpet we picked out in the store did not match the same thickness quality that was installed in our house. When we questioned this, a clerk @Illinois rd store even agreed that the sample we brought in did not compare with the piece in the store, and said she would send our sample out to make sure we got what we paid for. A representative from the carpet manufacturer explained to my husband that once the carpet is installed it is stretched and will appear thinner than the sample in the store. However, the piece we brought had not been installed so there should not have been a difference. We feel this has been an absolute nightmare and are filling a complaint with our local Better Business Bureau.
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Review
#661318 Review #661318 is a subjective opinion of poster.
Cons
  • Customer service received
Reason of review
Bad quality
Preferred solution
Let the company propose a solution
Tags
  • lowes failure

Lowes in Longview, Washington - I was told by staff they were sold out of AC insulation kits, NOT!

1.0
Details
I was told they were sold out of AC insulation kits, NOT! I searched the store myself and found 30 packs of AC insulation kits. Then it took 45 minutes to pay for it. I changed lines 4 times (as directed by the staff) they acted like I was invisible. When it was my turn to pay & by now I'm fired up ANGRY!, The lady just walked away and left me standing there. I had to go chase down a customer service rep and get them to open a till, wasted 45 minutes trying to find a way to pay. I'LL NEVER SHOP AT LOWE'S AGAIN! You just lost a major spending customer. I just got a new place to live that will take all kinds of repair materials that I planned on getting at Lowe's. I'll just drive a little further to Home Depot, they want my business!.
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Review
#660896 Review #660896 is a subjective opinion of poster.
Reason of review
Poor customer service

Lowes in Nashua, New Hampshire - Delivery never showed up

1.0
Details
Lowes scheduled my delivery for 7/4/15 between 8 & noon. They never showed. after several calls several cut offs the drivers lied about coming to my house twice and no one was home. we never left the house at 3:30 I finally got someone who really checked. the drivers rescheduled for 7/10. I won't be home. Very frustrating extremely poor service. Nashua NH store will never use them again. I cancelled the order. Now the want to do something to make it right. Too little too late. They need reputable drivers and people in the delivery dept. actual need to their job not just yes people to death or cut the phone connection.
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Review
#660837 Review #660837 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
do your job

Lowes in Ashtabula, Ohio - Salesman complaint

A salesman named Dan was in the Lowe's in Ashtabula Ohio on June 2nd in the paint department. He talked to myself and my granddaughter about paint for her bedroom. He steered us to the Olympic paint and said he had a $5 off coupon and that his Olympic paint sale would also help him. We selected the paint and he mixed it and handed it to us to purchase. When my grandaughter got home she tilted the paint can to show her mom the color which had the color dot on the paint lid. At that time the lid flew off and paint went onto my grandaughter' scrub pants and onto my daughter's dress paints I contacted Lowes and drove back to the store to get a new can of paint and to see the Olympic salesman but he had left the store. The aloes manager said that it was up to the Olympic salesman to deal with us. She tried for two weeks to reach him and finally did and he told her to give me his phone number. I have left messages for him on three different occasions and he has yet to return my call. His name is Dan Vogart (sp?) 716-327-0139 I am asking for replacement dollars for the Limited dress slacks $60 and WonderWink scrub pants $40 If I am contacting the wrong division would you please send this to someone who can help me I was shocked that a Olympic representative cannot properly seal the lid on a paint can and I am more upset that he does not show me the courtesy of returning my calls Sharon Osburn. 440-228-6979. Gashouse4@roadrunner.com
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Review
#660348 Review #660348 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$100

Lowes in Stuart, Florida - They got my money, now no service

Lowe's had a contractor, Preston, install Custom Window Systems brand windows in my house (Cost of over $12,000) on April 22, 2015. If you need windows for your house, think twice before buying Custom Window Systems. They may be less expensive, but I guess you get what you pay for. Some of them work and several of them do not work! They don't stay open! The installer says they can't do anything and that a Custom Window System representative has to come to inspect the windows to see what can be done. I have already made over 6 phone calls to Lowe's getting only empty promises that the Custom Window Systems representative will call me. No one has called me for over a month and a half. I have had to call them again and again to learn of any progress on getting this Custom Window Systems representative to call me. They say they will check on it and never get back to me. Don't let Lowe's take your money. Now I wish I had gone with the smaller local businessman.
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Review
#660252 Review #660252 is a subjective opinion of poster.
Cons
  • Customer service
Reason of review
Poor customer service, bad quality, defective windows, lack of response on representatives part.
Loss
$12000
Preferred solution
Get the Custome Window Systems representative to my house to resolve the issue whether it means fixing the windows or replacing them immediately.

Lowes in Ottawa, Ontario - Faulty floor planks and a refusal to replace despite a "lifetime warranty"

2.0
Details
We bought a new house and decided to get new floors. We bought hardwood floors from Lowes because they had a lifetime guarantee. The floors were installed at the end of May and throughout June, July, and August the floors cracked and split. We sent multiple complaints to Lowes however they refused to replace them. We then reminded them of their lifetime warrantee and they stopped responding for a while. They then sent an inspector in the middle of the winter who determined that the house was too dry and that's why the floors cracked. How was the inspector to know how dry the house was during the summer when he inspected during the winter? Winters are normally dry and along with that, summers in Ottawa are really humid. There is no clause in the warranty that if a house is dry they will not cover it. It's been over a year and more planks have split. They have stopped replying after replying to an email where we said we would hire a personal inspector. They said the inspector had to be a "SPECIALIST IN MOHAWK FLOORING". It does not take someone from the company who makes the floor to determine if a floor is splitting due to them being faulty. The specialist, if anything, will be biased to say that there is nothing wrong with the floor! I will never buy anything from Lowes every again. They were rude, are coming up with excuses to not replace their faulty floors, and are not owning up to it. If they were to contact us now and replace what they are supposed to then I will update this review and any others I have made to state that. I doubt this horrible company will though Stay away from them at all costs! And I'd say stay away from this Mohawk Flooring company too seeing as it was their floors that split and were bad.
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4 comments
Anonymous
#1004784

Lowes doesn't warranty the flooring. Mohawk warrants the flooring.

Lowes may have filed a claim for you but the decision not to replace the product was made by Mohawk. Why aren't you complaining about the company that is responsible for the warranty?

Ambreen_E._1
#1005158
@Anonymous

According to Mohawk it's Lowes' responsibility to accept or deny a warranty. I have contacted them and then Lowes would call with an answer (and stating that it was their job). I mentioned that Mohawk was bad too for the products being bad however this issue with the warranty seems to be with Lowes.

Anonymous
#1003838

Lowes sucks.

Anonymous
#1003411

sounds like your warranty isn't with lowes. its with mohawk flooring.

you should check your contract or warranty statement.

it could even be with the manufacturer. in which case calling lowes is the last thing you should be doing.

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Review
#659945 Review #659945 is a subjective opinion of poster.
Cons
  • Slow response to issue
  • No answer
  • Rude staff
Reason of review
Warantee issue, poor customer service, and bad quality product
Loss
$4120
Preferred solution
Replace any and all split and broken planks like your warranty claims you do as well as instal them. And if any others split you will replace them without all this hassle again
Tags
  • Lowes Bad SERVICE
  • Fake Warranty
  • Lowe s Home Improvement
  • HARDWOOD FLOOR SERVICE

Lowes in Deltona, Florida - Installation of wood flooring

4.0
Details
Two white men installed the actual wood flooring in well, no problem with the actual floor boards. The problem was with everything else, starting with the trim. The trim along the floor was not mitred well so all the corners do not meet neatly. They also did not take the time to shave the other end that is supposed to butt up against the wall so there is an half inch gap and it looks ***. I had to fill it in with alot of puddy. In the closet they left holes where they for whatever reason did not bother to lay trim down. I had to stuff the holes with paper towels and I will puddy over that. The trim on one side does not really touch the wall or floor. It's like floating yet nailed into the wall. There is a small gap there. They work with this pink puddy (why pink I have no idea as it is very visible on white trim) and it looked like a kid that went finger painting. I talking really messy. I have yet to scrap up all the puddy that should not be there. They got that pink puddy all over my bathroom floor and fixtures. It comes off with a bit of scrubbing but common. They took the doors off their hinges and I believe were in such a hurry to leave forgot to replace them. My husband had to put them back up. Basically I did not feel like they cared, they were just in a hurry and did a half *** job so they could get in and get out as fast as they could. I know they would not have done their own homes in this fashion. what a mess. Oh and they broke a leg off a table we had with our tv on it when they pushed it out of the way. I noticed it after they left one of the legs was bent inward. Thank God the tv didn't fall off. I will not use Lowe's in the future. We had used them once before this and the men (these were different men then this time) Two black gentleman did a nice job installing our living room floor, they did leave a gap in front of the door to the bedroom but we didn't complain because these guys tried to do a good job. But this new guys should be fired. Disgraceful!
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Review
#659623 Review #659623 is a subjective opinion of poster.
Cons
  • Workers in rush do not take pride in work
Reason of review
not caring to do a good job I don't want Lowes to contact me I just want them to know
Preferred solution
To train their installers better. I don't want my money back and I don't want the problem fixed if they could not get it correct the first time I will rather fix it myself. But it's important Lowes knows how their installers are working badly.
Tags
  • Lowes Does not Care About Customer

Lowes in Fort Worth, Texas - A little dishonest?

Has this happened to you? I bought a basket full of items and upon checking my receipt at home, found a charge for a large quantity of items I did not get. The error was at the top of the ticket, so I didn't notice it when I used my credit card. I caught the mistake at home. I am a senior citizen, if that has anything to do with it and the checker didn't think I would notice? It also happened at another major building supply store, so be warned, double check the ticket before leaving the store. On Guard
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1 comment
Anonymous
#1002192

Quit playing the age card, that takes credibility from your actual complaint. IF you pay attention as you are being checked out you will know what is going on.

Review
#659226 Review #659226 is a subjective opinion of poster.
Pros
  • Store is clean
Cons
  • Rip off
Reason of review
being charged for something I did not purchase.
Loss
$20
Preferred solution
7/1: I am stopping at the store to point out to Customer Service what happend and hopefully get a refund on the portion I did not buy. Outcome undecided at this time.