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Resolved: Lowes in Sunnyvale, California - Misleading Information For Warranty

Lowes - Misleading Information For Warranty

Update by user Apr 30, 2015

It took several weeks, but lowes executive management worked out a compromise with me which was not perfect, but the best of a bad situation; the manufacturer of the water heater ( Whirlpool) was not interested in accommodating the customer at all, so Lowes stepped up to the plate and we had a deal.

Update by user Apr 08, 2015

After a long phone conversation with the executive offices, and a potential resolution of total replacement at no cost to me, I was contacted by the local Lowe's Sunnyvale Ca., store manager to tell me that the proposed solution by the executive office was NOT going to happen. I was very surprised to say the least.

The local manager called Whirlpool to see if they would extend the 6 yr hot water heater service contract to a 12 year; but they, of course, said no. So, I was told that the ONLY solution was a partial refund to compensate me for the error on Lowe's part. I would be STUCK with 100% of any cost after 6 years. Not what I wanted to hear, since my original request was to purchase two hot water heaters that have at least a 10 parts/labor support by the manufacture or with the additional purchase of extended warranty.

My decision was made for me by a no win option from Lowe's; take the money or nothing. So I took the money, and still now have a product that I do not want, and a personal liability for all expenses after the 6 yr of service.

Go Figure, IS THAT FAIR ? Only if I do not need service from year 6 and beyond.

Original review posted by user Apr 02, 2015

I was looking for replacement water heaters with a ten year service warranty from the original manufacture. After talking to a Lowes sale rep, I purchased two hot water heaters (6 yr coverage from Mfg) and the 5 year "extended warranty" from Lowes. Was I surprised to learn that the Lowes service coverage is ONLY for the 5 years ( after the first year from Mfg) for labor only; I was under the impression from the BIG letters on the front pages of the web site that it was a 5 year extension after the Mfg service was over ... or a total of 11 years. NOT TRUE according to customer service. When I originally talked to a sale person I was told that the 5 year warranty was in addition to the Mfg warranty. When calling customer service, and explaining the situation, their answer was to return the water heater for a refund. But the labor was at my expense. This certainly is not very practical; after installation, the cost of return is out of line with the value involved. The customer service department is only lip service and is not really there to "assist" the customer .... they just take the complaint and "file" it under your phone number. AND worst, then they say " is there anything else I can do for you today?" THAT IS AN INSULT TO ONE'S INTELLIGENCE. If corporate is reading this, maybe there will be a correction ..... stay posted.
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Review
#617027 Review #617027 is a subjective opinion of poster.
Reason of review
Warranty issue
Loss
$500
Preferred solution
I want now, as originally requested from Lowes salesman, two water heaters with ten year warranty(s)

Poor Service and Apathy From Catskll NY Lowes

Been a customer for years and never had a complaint Spent thousands always been satisfied Bought a hot water heater 3 or 4 days ago was told while loading it box was opened because it was on a shelve brought it home contractercame to install it was highly damaged took it back was credited but was lied talked rudely to by some one called joe who would not give last name The men who loaded it knew it was damaged Joe claimed he was an assistant manager and I asked to speak to the main manager Don't know what happened to lowes in catskill but am shocked at the apathy and lies Cant talk to a human Have no way of making formal complaint where it can be taken care of lindapshay@gmail.com
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Review
#616773 Review #616773 is a subjective opinion of poster.
Reason of review
Damaged or defective

Lowes - Staff Review from Springdale, Arkansas

1.0
Details
Shopped at lowes for over 18 yrs. Have spent thousands of dollar just in the last yr for re modeling house. Tonight I was stopped by cashier before I went out door with my receipt in my hand and my bag and was asked if I had paid for merchandise. Very unprofessional and should be illegal to treat paying customers this way. This happened at Fayetteville ar zion st location. Home Depot will be getting all my business now which will be alot. Good job lowes. Hope you enjoy running customer off.
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2 comments
Anonymous
#968290

Obviously they made an error and they had to make sure the merchandise was paid for...but they could have worded it in a different, less suspicious way. I would have been uspet as well...but I also would not take my business elsewhere over one little incident. Grow up.

Anonymous
#967105

What is stopping someone from bringing a receipt in from another store or from earlier that day, and claiming that they bought the merchandise that they were carrying out? Nothing.

It is not unprofessional, it is simply a tactic to reduce shrink. If your feelings get hurt that easy, I would not even pull into the Home Depot parking lot.

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Review
#616031 Review #616031 is a subjective opinion of poster.
Reason of review
Poor customer service

Lowes in Port Saint Lucie, Florida - Purchase of Laminate Flooring Turns into Nightmarish Experience

Lowes - Purchase of Laminate Flooring Turns into Nightmarish Experience
Lowes - Purchase of Laminate Flooring Turns into Nightmarish Experience
Mid February decided to purchase laminate flooring material through Lowe's. Called flooring dept at my local Lowe's and arranged to have room measured. Took 2 weeks - end of Feb before guy shows up to measure. Meanwhile I'd looked online at patterns, saw one I liked, called store and was told pattern not in store so I would have to order it. OK. When sample arrived, it looked nothing at all like Pergo picture so took it to store to have them call Pergo and have them send one that looked more like picture. Flooring guy says to me, "wait, let me check samples we have in store to see if we can find something better" (HUH? - thought you said you don't have that pattern in store!) Guy comes back and says no, something is wrong, all our samples look like one Pergo sent you. By this time a month has elapsed and I still don't have my flooring so I selected a different pattern at the store. Guy says he's ordered it (I'm there 3 hours waiting for him to complete transaction!) and flooring will be in by March 20th and installed following week (March 23rd). March 23rd, no word from Lowes regarding delivery, install, anything at all, so I call store and am told my flooring has been there since March 17th and they have no idea why it hasn't been delivered. It is finally delivered March 26th (stacked in 7 - 4' high piles right inside my front door). I tell the guy I don't think that's a good place to leave it but he says he's only authorized to deliver to inside my door. Meanwhile I call the installation guy to verify installation is scheduled for March 29th. Installer questions me about humidity and temperature conditions in room where laminate is to be installed then tells me he won't install that product because it isn't suitable for temperature/humidity conditions in my home, and recommends instead that I purchase ceramic tile. So both install guy and I make separate calls to Lowes telling them they need to come and get the laminate flooring that day. As luck would have it, my doorbell rang and when I went to answer the door, two of the 4' high piles fell over hitting me in the leg and resulting in a hematoma the size of a melon and excruciating pain. I immediately called the store manager (Mark) to report what had happened, and he told me to seek medical treatment and that he would be sure to have everything picked up the following day (27th). Didn't happen and everything is still stacked inside my door, and to make matters worse (if possible!) install crew shows up early this morning because no one at Lowes had remembered to inform them job was cancelled. Crew calls their boss and he confirms that job was cancelled and he will call "Mark" to find out why stuff is still at my home and why his crew wasn't told about cancellation. I've also called "Mark" 4 times today to find out why this hasn't been picked up as promised, calls have not been returned. Time is now 4:00 pm and stuff is still here blocking my entryway and still on my Lowe's credit card (almost $3,000). Seems fairly obvious, if you do business with Lowe's be prepared to experience delays, misinformation and all in all extremely substandard poor service (perfect example of adage: Left hand doesn't know what right hand is doing)...
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1 comment
Anonymous
#1003140

Next time go to a small, family owned business who cares about their customers.

Deal with a big box store, get big box store service.

You are another number, not a name.

Review
#615372 Review #615372 is a subjective opinion of poster.
Cons
  • Customer service received
  • Service
  • Wrong product delivered
Reason of review
Poor customer service
Loss
$2700
Preferred solution
Let the company propose a solution

Lowes - Rebar Review from Avondale, Arizona

Went to lowes to purchase 3/8" x 20' Rebar. This is the 5th time I go and I always have trouble getting it out. I went to Home Depot instead and what a difference. I always purchase material at lowes cause it's closer. But from now on I will just go to Home Depot.
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1 comment
Anonymous
#965681

You should be grateful the product is there in the first place. Since you know already it will be a complicated task for you to do anything on your own, ask a friend to come along or pay someone who is unemployed to do YOUR work. Lazy americans turning into indians.

Review
#615327 Review #615327 is a subjective opinion of poster.
Reason of review
Poor customer service

Lowes - Replacement Window Review from Merrillville, Indiana

1.0
Details
Lowes - Replacement Window Review from Merrillville, Indiana
Spent 1300 on replacement window took 4 months now I need drywall and paint not to mention the 4 gallons of cauk on the outside worst install and customer service ever take your money up front and do a terrible job
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Review
#615058 Review #615058 is a subjective opinion of poster.
Reason of review
Poor customer service

Lowes in Sarasota, Florida - A lemon refigerator

After two months of trying to purchase a new refrigerator and after getting a lemon, we tried to choose a different one but each one we choose we were told they couldn't get it. Mostly it was about a strike on the docks of California. (Why display merchandise you can't get). Finally my husband with a so called manager named Tom choose a Whirlpool for me. This after many weeks. Then it was finally on it's way to the customs warehouse in Atlanta then to your warehouse in Kissimmee. Finally it has arrived in North Port for delivery to me I hope! I am called the night before delivery estimated time will be 9:30 am to 11:30 am. Sounds perfect right! Well at 12:30 I try to call deliveries but there is no answer. So I call appliances in the store were we bought the refrigerator. The manager ( Karen ) answers HELLO!!! I ask "i this the appliance department of Lowes?" she says " YES!!!" I said I wouldn't know by the way you answered! She says " I'm Busy!" Needless to say the whole day deteriated!! Not one of the individuals who took our calls pertaining to the deliverer were kind or understanding! I am so very disappointed with my whole experience with Lowes! There is nothing they can do to redeem themselves. Have discovered they do not care about the customers input. So beware shopping there and remember they are more expensive than Homedepot. And to finish my story about the refrigerator it wasn't delivered until 6:30 pm!!!!!
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Review
#615050 Review #615050 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$200
Preferred solution
Full refund

Lowes in Nacogdoches, Texas - Extreme poor service

1.6
Details
I just bought $600. worth of treated lumber and NO One would help. Of course they had plenty of time to talk to each other. I was loading 12 foot 2x6 treated and one worker just looked at me and pass me on by, when I had it loaded, he was down the isle talking to another lowes employee. When I was loading, a lowes worker was loading some fence pickets for a man about 80, but never offered to help me load my purchases, I am 68 years old. I fell while loading the last of my 80 bags of concrete and a nice customer came and helped me up and put the concrete on my trailer. I HATE shopping at Lowes! This was in Nacogdoches, Texas
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3 comments
Anonymous
#967545

Do you also go into a McDonald's and expect them to hand feed you because your 68? Come on guy be real, the employees are not mind readers, if you need help ask.

Anonymous
#967111

why do you expect someone to bow at your feet when you walk in to an establishment? grow a pair and ask from some help. Maybe they were conversing with each other, go ask all of them to help and then you get out of the store, that you hate, that much faster.

Anonymous
#965677

People need to learn how to do things on their own. Employees are not personal shoppers.

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Review
#614686 Review #614686 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Lowes - Staff Review from Oklahoma City, Oklahoma

1.0
Details
Well we arrived & it was good service but we looked for a bell to call for help & we couldn't seem to find it so we waited about 30 minutes until we found a worker & this worker was busy with someone else someone else..So waited another 30 minutes .very unstaffed store.then when he loaded our toilet in our Tahoe it knocked the light so now the lights are messed up in the back on our truck
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1 comment
Anonymous
#965169

Boycott the chain! Do your best to find another venue.

Its the only way to get the point across to the overall Corp. because they are insulated/automated away from the individual stores, like many chain stores...

Review
#614629 Review #614629 is a subjective opinion of poster.
Reason of review
Poor customer service

Lowes - Lg Refrigerator Review from Delta, Ohio

2.5
Details
Bought a 31 cubic foot lg refrigerator and salesman never bothered to say that delivery guys can NOT remove doors so they damaged the new front door of my house to get it in! Never will shop at Lowes again!!!
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3 comments
Anonymous
#1007448

we can remove doors, its just fun messing peoples *** up.

Anonymous
#968211

and you are not capable of taking it off yourself, pop 3 pins out and you are done?!?! I can not believe how lazy and *** people are these days.

Anonymous
#967547

You retard, you didn't think to measure your doorway before purchasing a ridiculously big fridge? Most people will measure the exact opening so they know how big of an appliance they can get.

In other words a 30 in wide fridge won't fit into a 27in wide doorway. Come on man most of this world works off of common sense, you should try it sometime!

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Review
#614375 Review #614375 is a subjective opinion of poster.