Jafar Rgt
map-marker Wake Forest, North Carolina

Awful in-store and customer service experience, just awful

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Here’s what an awful in-store and then online customer service experience looks like. I couldn’t care less about the discount but that Lowe’s no longer cares about their customers. I’m never going back. Lowe’s: Hi. My name is Janna with Lowe's and I'll be helping you today. I'm sorry that you had a bad experience. Can you tell me more about what happened? Me: How to lose a customer with one bad experience. Change the rules without communicating with your customers and not provide a work around. Hard-and-fast rule changes for long time loyal customers don't feel real good. I think I'll see how Home Depot treats their customers for a while. Lowe’s: I did read that in the first initial text. I was asking if you could provide any details as to what you are referring to. Me: Just a minute Lowe’s: Ok Me: Sorry, I just left the Lowe's and was driving so had to pull over. Lowe’s: Ok Me: 1. Wanted a 2.7 cubic ft refrigerator but the one I wanted was on the top shelf. 2. Had to wait about 15 minutes for an associate. 3. They had to go get a lift to get the refrigerator down. Another 10 minutes 4. The lift didn't work, wasn't charged. Had to get another associate to manually pull the item down. Another 10 minutes. That was also very dangerous for that associate. 5. Waited in line for almost 10 minutes 6. Was told that I couldn't use the military discount with my ID because it had to be tied to a MyLowes account. Manager was called over and would not allow the discount but told me I could go to customer service and tie it to my account. I just paid full price instead of impacting the rest of your customers in line behind me. What I should have done was just leave the refrigerator and go somewhere else. So, a transaction that should have taken 15 minutes took about an hour and I got to pay full price for the item. You know what, I think I will just return the item and go to Sears to buy it. Now keep in mind that I've use this discount at the same store for years. It's not the discount that irks me, it's the sudden change of rules with zero flexibility. Not a pleasant experience at all! Lowe’s: I do apologize about the long wait that you had to get your order. Since May 1, 2017 Lowe's has been requesting that people register for the military discount. Then effective 1/2/2018 the option to manually add the discount at the store was removed. This was not something that was just thrown at customers. The move was to make the discount available to be used online as some veterans are not able to go to the stores due to varying circumstances. Lowe's wanted to make sure that anyone that was eligible for the discount would be able to use the discount. Me: That's not true. I've shopped at the store several times this year, and today, waiting to pay, I'm told about the rule change. Lowe’s: I do apologize but those are the dates of when these changes were taken place. Me: And I've bought tons of landscaping and fencing over the summer and fall, again, no one ever mentioned it to me. Lowe’s: I do apologize Me: Like I said, great way to lose a long time, loyal customer who spends thousands of dollars a year for home improvements not to mention that I will relate this experience to all my friends and neighbors. Good luck . Lowe’s: I'm sorry that you feel that way. Lowes customer service has been deteriorating for a couple of years now but I think it’s hit rock bottom now.
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Reason of review:
Poor customer service
William E Kko

Lowe's extended warranty

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Our washer, with a 3 year extended warranty from Lowe's failed on a Saturday. I called Lowe's, and they quickly set up an appointment with their repair service in Ocala, FL for Wednesday. I was very pleased with the service so far. Then, their repair company called and stated that it would be an additional week before they could even check the washer. I called Lowe's and this time it was "call the repair company." So, I cancelled the appointment, called Mr. Appliance, a local company, and in two days, our washer was repaired. Sure, it cost me a repair service call, but the service from Mr. Appliance was excellent and timely. My recommendation is do not buy extended warranties. You always have to deal with a local company in the end which is not worth the hassle. Lowe's is a great company, it is just extended warranties that seeming always create more hassle than they are worth.
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Loss:
$206
Cons:
  • Extended warranty service
Reason of review:
Warranty issue
Anonymous
map-marker Matamoras, Pennsylvania

Employees not helpful

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Lowe’s seems to only employ condescending {{Redacted}} I asked to see the refrigerator water filters, you know, point me in the right direction, when old retiree that apparently didn’t save for retirement and now has to work asked what make and model. I replied I didn’t know and that I would know what I need when I see it. Apparently that was hilarious. Another time I wanted to see the selection of backsplashes and after waiting a few minutes to find an employee that wasn’t on their phone, they begrudgingly told me an isle number that didn’t exist. Home Depot it is. Westfall, PA.
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Reason of review:
Poor customer service
2 comments
Guest

You'd be surprised how many {{REDACTED}} buy the wrong product, tear the package apart and return that filter they knew was the right one when they saw it. They did the correct thing by asking what make and model you had so they could get you the correct filter. Seems like they were there to be helpful but you were being the *** in not appreciating what they were trying to do for you.

Guest

If you're so savvy that you'll "know it when you see it" then figure out how to find the aisle with the water filters. Even Lowe's *** website will tell you that.Backsplashes come in two forms.

The cheap, fake plastic sheets that are in the kitchen department or actual tile from the flooring department. It's not that hard.

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Tom F Lfv

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Verified Reviewer
| map-marker Mount Dora, Florida

Advertising items that they don't have

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Hi Folks: I am a loyal customer to Lowe's but have a real problem that needs a solution. I have been to their stores in Central Florida each day for the past three days trying to buy an advertised item, the Preen Red Mulch advertises at 4 bags for $10. Their stores are out of stock and, ridiculously, don't offer Rain Checks???? On top of that the only solution offered to me was to pay for the 20-24 bags I need now and wait for the item to come back in stock. Again, you advertise an item, you don't have any stock, you tell customers to come back the next day hoping to find this item, and after three days, you tell me I can't have a rain check and I MUST pay for your mistakes now to be able to take advantage of the sale price? Who is writing the policies that go so far to *** off customers?
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Loss:
$25
Cons:
  • Adv items no stock multiple trips no rain checks
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
Guest

Same problem in Ann Arbor, MI. Sale price mulch color I needed out of stock - needed some to finish job.

Went to Menards and the exact same color on sale was sucked dry too. I have a feeling small contractors stockpile mulch during these sales leaving the individual "home improvement" customers out of luck at times. I guess I can't blame Lowes / Menards too much, they have inventory the want to move before the weather changes around here. Should they limit individual purchases to a max of so many bags at this price?

Maybe that would help - but the hoarders would probably just send multiple guys (or trips) to buy them out anyway. It is frustrating, but I honestly can't see a clear solution. I now wish I bought more the 1st time I was there before the inventory was depleted at this particular store. Live and learn.

Their ads usually say "varies by location" which is true. There was a ton one day and cleaned out the next, but 20 miles down the road they have plenty. Looks like I'll be hooking up my trailer and buying in bulk like I would have expected the contractors to do, but the convenience of the bags is sure nice at that price and let's face it - if our new Millennial workforce can find a easier way to do their jobs, they will sniff it out on their smart phones and fill their trucks with bags they don't have to shovel. LOL.

I'm not inclined to pay in advance for a non-sale price however item however and wait. I'm with you there!

I'd wait for the sale price though, but like you said, they don't offer rain checks. I guess if they did, they would spend a fortune transporting it from store to store for a very low profit margin margin.

Guest

I had the same issue. False price advertising. I will shop somewhere else.

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Richard F Kxs

I have never encountered anyone as rude as the returns person at Lowes in Hot Springs Arkansas.

I purchased a set of outdoor blinds from your store in Hot Springs Arkansas. When I asked to explain the problem, The African American lady was very rude and cut me off each time I tried to explain my reason for returning the product. I am 74 years old and have never been treated or embarrassed like that before. rest assured, I will never shop at Lowes again and will tell as many people as I can to steer clear of your business. This person needs to be fired. Poor customer service Poor customer service Poor customer service Poor customer service Poor customer service
View full review
Cons:
  • Customer service
Reason of review:
Poor customer service
1 comment
Guest

Curious as to how many people were in line for returns at the time.

Barbara W Gtr
map-marker Monroe, North Carolina

Blinds

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I will nevet purchase Levelor Blinds again. They are pretty expensive, and this is the second set that i can't get to lower.
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David s Pkm

Of my gosh I can't believe these people

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Well today i got a email from the credit bureau that they had closed my account i have never missed a payment or been late i have never had anyone do this too me i turned it ok into my lawyer and there are laws yo protect people from things like this and then they wander why your credit score goes down wrll duh!!!!
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1 comment
Guest

Not sure why you are complaining here. Lowe's does not own Synchrony Bank.

They are two different companies. The only reason I know of for cancellation is inactivity for one or more years. If you haven't used your card for a while, it's a pretty sure bet this is the reason. You'll have to contact the bank for information though.

Lowe's is extremely limited on looking up credit information.

They can see balance and print off a temporary card. That's about it.

Anonymous

Troubles, troubles in Spokane

I contracted with Lowes to replace and install a new backsplash in my kitchen. The day they showed up I mentioned that I was suing the company that put in the previous backsplash. The worker called Lowes, excused himself to go to his vehicle, then disappeared. I called Lowes to find out what was going on and the install manager told me that they could not do my backsplash until my lawsuit was settled. I told them that all the evidence for the lawsuit was saved and they would not harm anything, but he argued that their policy is to not do anything when a lawsuit is pending. I then called the Lowes home office and explained that I had a contract which the local Lowes office signed and that I would sue them for breach of contract if they did not begin immediately. They agreed and a week later two more guys showed up and dropped off all the materials and said they did not know that the countertop was new and didn't feel comfortable working around a new quartz countertop. They left and I expected someone to come the following day. This was already two weeks past the original start date. Finally two guys came and took out the old backsplash and started to put in the new. Days went by between them coming to work and it took them almost a month to do a job which they said would take two or three days. Still they put the tile higher around the window than on the sides. I asked why and they blamed each other for not paying attention. So now I have waited another two months to get the window area fixed. The called yesterday and said they would be here in two weeks. Aargh (not really the word I wanted to use) but I DO NOT recommend Lowes installation of tile in Spokane.
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Reason of review:
Poor customer service
2 comments
Guest

I don't think I would be real eager to work for someone that just told me they were suing someone else over the work they were having me replace. You may well be one of those people that makes a living off suing people or are so hard to please that working for you would just be a big PITA.

Guest

Uh, why would anyone want to do work for you? I sure as *** wouldn't. Think about it.

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Anonymous

Still waiting 12 weeks later.

Got bids from Home Depot and Lowe's for windows. Chose Lowe's as it was a better price for similar window (both recommended by Consumer Reports.). Spent $15,000. Salesman said "Good news! You'll get a THOUSAND DOLLAR REBATE". Now, he already had the business so this was a great deal. Could use it for the new blinds I needed after the windows were installed. Red flag, though, he said he would do ALL the paperwork. What a deal. Rebate would take 4-6 weeks. Signed contract on January 15th. Well, windows are installed, $2000 in blinds were ordered because we need them, rebate was "delayed", but I could always use the $1000 for something else, right? So I've called him twice, emailed him 4 times, once per week since the "delay". He answered the phone the first time and said he'd look into it "that day". That was March 4th. No response to phone or email since then. I have no info to use to call the rebate center with. My last email says "just *** tell me there is no rebate so I can stop thinking I have $1000 for a future project. If I can't get the money can I at least get some HONESTY?" Still waiting on a reply.
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Reason of review:
Problems with payment
Daniel L Soz

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Poughkeepsie, New York

Lowe's again didn't get it right

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Lowes - Lowe's again didn't get it right
Lowes - Lowe's again didn't get it right - Image 2
We ordered expensive blinds on 8/17/17. We borrowed a sample book for $25 and were told it would be given back when we returned the book. In typical Lowe's style, we had to fight for the refund as they said it was not on the sale slip and they did not want to refund that amount...don't remember what the amount was that they said. So from the Interior Home dept to the checkout the price changed and they can't find a record of anything. They were installed about 8 weeks later or so. All went well however the installer noticed on THE DAY HE INSTALLED them that two of the blinds were 4" too SHORT. He photographed the blinds and reported this defect to the Home Department at the Poughkeepsie Lowes. The Poughkeepsie Lowes had from the day of installation until October 15th to address the issue the installer had made them aware of. His hope was that they would send new ones and he could install them before we moved in or soon after. No such luck. Lowes did absolutly NOTHING. When we moved in on Oct 15 I shut the blind to find they were too short. I then called Lowes to notify them of this and no one mentioned that they already knew of this or that new ones had been made. The installer came back to fix a problem he had thought he had addressed weeks earlier. He took new photos and resubmitted everything. Now we have to wait another number of weeks when this all could have been avoided. Why were they cut too short to start with? It clearly says how long they should be on the shade itself. Who cut it and why did they not read the information? Unfortunately, this is typical of Lowe's; messes up the order, don't follow through and make the issue bigger than it needs to be while inconviencing the buyer and making them fed up with Lowes. At this point Lowes has a 100% mess up a custom rate. Lowes communication verbally and via their computer system is terrible. Many of the staff complain of how antiquated the computer system is and how it's hard to correct thing and to operate it in general. Once I complain online, I usually get someone higher up who fixes the problems. Going in to the store is a frustrating experience that usually takes an hour per issue. The help desk people are overwhelmed, not empathetic and tend not to fix things. The head managers will take over, make things right, give me a gift card to make up for all my wasted time and we are generally good again until a custom order is initiated.
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Loss:
$500
Reason of review:
Order processing issue

Preferred solution: send us the correct length of blinds, get the installer back out and finish the project and give me a $100 gift card

2 comments
Guest

If you've shopped at Lowe's enough times to know what is "typical" and you are still frustrated then why don't you *** off and stop shopping there? It's that simple.

Daniel L Soz
reply icon Replying to comment of Guest-1385238

Not so simple. We live in the country so there are few stores close by.

In addition, all of these issues stem from one initial visit.

We had hoped that after the last fiasco, we were done with them, however months later, thing are still popping up. Thanks for reading our post.

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Anonymous

Worst Delivery Company ever...

I ordered $10,000 worth of patio furniture for a customer or mine. It has been getting delayed and delayed and delayed. At first I didn't care but over time this becomes a major nuisance. I no longer trust anything XPO logistics says to me they are way off of their delivery windows and they simply don't care at all. I am extremely pissed off and will NEVER order anything from them again. They call me every night at 8:30pm and say they are delivering between 11am-1:30pm at the address I listed and then at about 3pm every day they call me and tell me that they cant deliver that day for one reason or another. Lowes doesn't care either which I find outrageous. I called them to try and explain my situation and they "transferred me to a manager" which ended up just bringing me to a dead line. Extremely upset. Horrible experience.
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Reason of review:
Problem with delivery
2 comments
Guest

Wow. Who buys $10,000 worth of patio furniture ? How is such a thing possible ?

Guest
reply icon Replying to comment of Guest-1499826

many ppl do....but i struggle to have sympathy for them if they are that rich...

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Anonymous

I PURCHASED A SAMSUNG REFRIGERATOR IN DECEMBER. IT STARTED LEAKING WATER IN JANUARY. I CALLED THE LOCAL LOWES STORE IN MCCOMB,MS. I WAS TOLD THEY DON'T SERVICE SAMSUNG AND THE CLOSEST SERVICE WAS

NORTH CAROLINA. IT TOOK ME UNTIL MAY TO GET A REFUND FROM SAMSUNG. I PURCHASED A WHIRLPOOL REFRIGERATOR FROM LOWES. TWO MEN CAME LAST WEEK TO DELIVER IT. THEY BROUGHT IT IN, PLUGGED IT IN AND LEFT. THEY WERE AWARE I HAD FOOD TO PUT BACK IN FRIDGE, AND MY FROZEN FOOD WAS IN KITCHEN SINK. THE PACKAGING WAS NOT TOUCHED INSIDE THE FRIDGE, THE SHELVES WERE NOT PUT IN, ONE GUY TOLD ME HE COULDN'T HOOK UP THE ICE MAKER I WOULD HAVE TO CALL A PLUMBER. THE LINE NEEDED REPLACING,BUT THE WATER HOOKUP WAS THERE. I CALLED THE LOWE'S STORE AGAIN, AND WAS TOLD BY MELISSA,SOMEONE WOULD BE THERE SATURDAY MORNING. NOONE SHOWED, NOONE CALLED. I CALLED LOWE'S AGAIN. NOW I AM SUPPOSED TO HAVE SOMEONE COMING OUT MONDAY. WE WILL SEE. THIS HAS BEEN A HORRIBLE EXPERIENCE. WITH THE WATER LEAK I HAD TO PUT DOWN TOWELS AND CHANGE THEM EVERY 2 HOURS. MY FLOOR IS BUCKLING NOW FROM THE WATER.
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Reason of review:
Poor customer service
3 comments
Guest

LOWE'S DOESN'T SERVICE ANY APPLIANCE BRAND BECAUSE THEY ARE JUST THE RETAILER AND NOT THE MANUFACTURER! THEY HAVE DIRECTED YOU TO THE MANUFACTURERS REPAIR FACILITY SO WHY ARE YOU COMPLAINING ABOUT LOWE'S?

Machele Imf

Never, ever buy a fridge with an icemaker or water dispenser. Too many problems. Now you know.

Guest
reply icon Replying to comment of Machele Imf

my ice maker related plumbing i installed is still trouble free after 4 yrs

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Betty G Iur

Shower door run around

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We ordered a shower door for our contractor to finish our bathroom remodel since Lowes had no door in store stock to meet our needs. The first order ended up in an empty box at the store with no shower door inside the box. That order was cancelled and a refund was issued. The refund never showed back up in our bank account. We had to reorder but get credit for the difference since it was a sale/discounted item when we ordered the first time. We have exceeded the one month time of trying to deal with Lowes. Now we have to take in our bank statements to prove that we payed for the shower door twice and still have no shower doors. Our family has to go take showers at a second residence since we have no shower doors on our newly remodeled bathroom with no shower doors. I am just thankful we bought the bathroom tiles and paints from a different vendor.
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Loss:
$800
Pros:
  • Ease and location of the store
Cons:
  • Delivery and refund problems
Reason of review:
Problem with delivery
1 comment
Machele Imf

Dispute the charge with your card company and buy an adjustable shower rod and curtain. Don't wait around for Lowe's to correct the whole problem.

Featured
Haadi Wfw
map-marker Decatur, Texas

HVAC a disaster

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Lowes - HVAC a disaster
Lowes - HVAC a disaster - Image 2

I purchase a central unit for my home at Lowe's , Decatur Texas. A Ary Company Heating and AC.

did the installation. The unit is call a packed unit, mean the heat and AC is in one unit with plenum boxes run on the crawl space connected with flexible ducts. Well A Ary, Co. install plenum too short that do not give any room for the crawl space skirt wall; also some flex ducts was touching the ground risking animal tear down the ducts.

A Ary, Co leaved the unit completed out of level, never hook the electricity and never tested. A Ary,co. are very unprofessional, had no idea what mean service, only want is make profit. Be aware that Lowe's won't back you out.

Now my unit is not finish, and another company is charging me $3000 to finish this installation because A Ary,Co. do not leave enough return to breathe so the unit won't freeze . Please be aware of this so do not make the same mistake I did. A Ary company heat and AC at Decatur Texas do no have the minimum idea about heating and cooling, and this the kind contractor Lowe's hired.

Be Aware. Thanks

View full review
Loss:
$7500
Cons:
  • Hvac installation sucks
Reason of review:
Poor customer service

Preferred solution: Price reduction

5 comments
Guest

Have the same problem in Brooklyn, NY. Fast to respond to make the sale but impossible to reach when you have a problem.

Installer Nick from CCH Mechanical does not return your calls and CPO project coordination Sharon Jones is just as unprofessional as the installer. Have had my unit in for 1-1/2 month and still waiting for them to contact me on an existing problem from day one.

They just don't return your calls! Advise not to use Lowe's for any of your HVAC install.

Guest

Sounds like an all around miserable job.

That's a lot of money for a miserable job.

Unfortunately, you will likely collect nothing in return because you bungled the complaint process.

Nowhere does it state that you took any remedial action to allow the mistakes to be corrected.

Then you failed to issue a written demand outlining the problem and promising additional action by a certain date.

To top it off, you called in a 3rd party who charged you even more than you've already paid out.

You're out that money, period, paragraph.

Since you are apparently not a native English speaker, I suggest that you : (a) return to school for remedial communication skills and (B) attend a technical school to learn enough about HVAC, electricity, plumbing, etc. so that you're not such an easy victim next time.

Guest
reply icon Replying to comment of Guest-1369016

A customer never bungles a complaint, if this was corrected by Lowes, no problem! Sounds like there new business plan.

Never go to Lowes for installation of anything. Go straight to the Contractor no middle man.

Guest
reply icon Replying to comment of Guest-1369383

You absolute right. I learned my lesson. Thanks.

Guest
reply icon Replying to comment of Guest-1369016

Smitty, , you right my mother language is not English, but that not stop me to write a complain, Unfortanely I put in balance what I will got in return suing I big corporation like Lowe's investing time, effort and even lot of money; figure not worthy. I learned my lesson.

Never contract big retail store for installation like carpet, HVAC, Door, Windows, etc. Because they had to split the profit, so they will find such a lousy installer that will do a crappie job just to get the most of profit.

Hire a professional installer direct so he will do a professional job to get right profit.

Fortunately I got enough skill to finish this installation even better that the installer sub-contract by lowes.

By the way, be carefully with lowes credit card promotions. when you pay every month is not going direct to the promotion, they will split the payment between regular purchase and the promotions so if you careful the promotion expired and will ending paying full interest of that promotions.

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Anonymous

Service

The customer service at Lowe’s Texas city texas is probably the worst in the entire state of Texas very rude and they have no idea how to do their job extremely slow spend long periods of time on the phone or visiting bottom line consider a new customer service workers the present ones are worthless and a waste of your money
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Reason of review:
Poor customer service
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