Anonymous
map-marker Pottstown, Pennsylvania

DO NOT USE THIS COMPANY for REMODELS

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Spent over $30,000 on bathroom remodel. Installer did not install shower floor or bathroom floor correctly. Damaged grout. Contacted Lowes they have not followed up with a fix. Lowes will not call us back.
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Reason of review:
Bad quality
Anonymous

6 week counting resolved correctly

I must update the original post with GREAT NEWS. I received a call from Lowe's CustomerCare informing me that the repair station had ordered a new cylinder head and gasket to repair the tiller. But better yet they offered to deliver a new replacement tiller to solve this problem!! My only problem is that it took so many phone calls on my part to get to this solution. I hope that both of us , Lowe's an myself, have learned from this experience. Much of this could have been avoided by better communications. Lowe's should have return promised phone calls and I should have ask more complete questions. We all can learn from my experience. Once the new tiller arrives I will continue to use Lowe's as a source of goods but I probably will not buy a protection plan.
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Shadonna Xyc

Customer service is terrible

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I did a special order online 6/26/16 for LG 28.8 cu ft french door refrigerator with dual ice maker. The item was back-ordered. So it came in around the end of August first of September. With in first 5 months had issues with frig and repair came to fix it. Now having issue with cooling so I called repair Tuesday only to be told my warranty was out due to purchase date. I explained item was back-ordered. So repair said I need date of pick up. That is when problems began. I was told to call credit card company that they would have date. Called Lowes credit card, LG and store it was delivered and no one had the date we picked up the item. Now the local store said it was purged off their computer but they had paperwork they would go thru and get back with me. No one has ever called me back. I have talked to 2 customer service people and 2 managers of the store. I do not think I will ever do business again with Lowes or buy anything else LG.
View full review
Loss:
$2054
Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Guest

Why do consumers always blame the stores for their inability to keep track of their receipts? Whether you picked it up at the store or you had it delivered, you would have been given a receipt with the delivery date for your records. You should have the proof you need in your records.

Guest
reply icon Replying to comment of Guest-1355284

It was not the issue of receipt. I had my receipt.

It being backordered was the issue. They started my warranty date of purchase instead of when we picked up item.

I needed proof from the store as to when it picked up and the store could not give me the date. That was issue.

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Anonymous
map-marker Austin, Texas

Problem solving Capability of Manager

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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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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

Anonymous

Micky Mouse Operation at Logan, UT Lowes

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Logan, UT Store. Ordered and paid for a Maytag dishwasher in June. Didn't have it in black color in the store. Arranged my schedule and waited 2 weeks for scheduled delivery. Didn't come. Called the store and found out Lowes didn't even have it in stock. Would have to order it from the manufacture. Scheduled another delivery for two weeks. Arranged schedule and waited for delivery. Didn't come. Called the store and found out it had not been delivered to the store yet. Would be here next week. Scheduled another delivery. Store called two days prior to delivery and was told that it would be two days later than planned. Arranged schedule and waited for delivery. Didn't come. Called store. They had to check with driver and would call me back. After 20 minutes I called the store. Driver wouldn't answer. Still trying. Called the Store 1.5 hours later. No Answer. Store called back and said they couldn't get in contact with the driver. I told them I would call them tomorrow and let them know when I would be home for the delivery. Store called during the day the next day and wanted to deliver. I told them nobody would be home until that evening. Dishwasher arrived 7/20/17 at scheduled time. Very unhappy with service and professionalism from the Logan, UT store.
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Pros:
  • Price
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

3 comments
Guest

Not to further echo what another comment has said, but all the associates in the store can do, is follow up with your order.. Many times employees are told a specific item will arrive on "x" day.

Not until that day, are they usually informed but the manufacturer that the product time frame was moved back several days and sometimes weeks.

It is extremely frustrating for the customer, but even more so for the employee who had deal with this exact conversation 3-5 times a day.

Resolution : sadly only buy in stock.

Mandy Pvn

We do apologize you had to go through that many delays. If you need any additional help give us a call 1-80*-***-****!

Guest

If you need an appliance right away only buy what is in stock. When you buy a non-stock appliance you are at the mercy of the manufacturer.

If the manufacturer has it in their warehouse you will get it within a week or two. If it's not it will be backordered by the manufacturer and they aren't good at notifying the store that it is backordered. It just won't be on the truck. All the store can do is check with the manufacturer and pass what they say on to you.

Unfortunately the manufacturers information isn't always reliable. It gets even worse when you choose a product made in Korea as those get shipped over on a boat and you may wait months to get your appliance.

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Anonymous
map-marker Long Beach, California

Worst Customer Service Ever

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I recently purchased several special order items from Lowes. I had a problem with the shower doors during installation and tried to call the store to resolve it. NO ONE would answer any of the store phones, not even the so called "operator". I had to call the corporate number to actually talk to someone. Although the person at corporate was professional and tried to be helpful, I think at least someone at the store should answer their phones. This is not the first time this has happened. A few months ago I bought some window coverings at another Lowes store location. When I tried to call someone at the store to check on my delivery status, no one would answer the phone. I just tried to contact the customer complaint department at Lowes to let them know why I will no longer be shopping at Lowes. The on line form would not go through, and when I tried to call the customer care number for feed back on store experience, it transferred me to a canned computer survey. It would not connect me to a live representative. This is why I will no longer shop at Lowes for anything again. They are not interested in your input, in customer service, only in your money. This has got to be the worst customer service experience I've had so far.
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Pros:
  • Person i talked to at corporate was professional and helpful
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Kiet Rkq

Deceptive promo

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Lowe's sent out a promo that reads : Use your new Lowe's advantage credit card to get 10% off. Or choose 18 months special financing on purchases of $299 or more. When presented with this coupon at check out, the cashier Debbie (Lowes on Santa Barbara Blvd, Cape Coral, Fl) refused to provide the 10% discount on the cash purchase claiming that the purchase was less than $299. I pointed out to her that the promo requires $299 purchase only if the financing option was taken. She said she was a college English major and that she was correct in reading the promo. The supervisor was called who essentially let the cashier do the talking and of course, insisted that she was correct. I backed out of the purchase just for the principle. The promo was either fraudulent if the cashier and supervisor was correct OR these employees were ignorant both in terms of basic English and customer service. No wonder Home Depot is doing much better (stock valuation) than Lowe's when they both are in the same type of business .... except for the people serving the customers. These employees may just be making all the difference between them.
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Reason of review:
fraudulent promotion

Preferred solution: Terminate the employment of the cashier and the supervisor

Anonymous
map-marker Mooresville, North Carolina

Install a privecy fence

This is the second time I was screwed by Lowes. I ordered a storm door it took two month to get it installed, Now I ordered a fence I was told it would be installed Tuesday the 19th the material was delivered on Monday the person that delivered the material was so nice and helpful. Today I waited all day for my fence to be install no one called until I called around 4:30 pm at this time I was told it would be Friday or maybe next week. I don't like it I will have a private person install the fence I can't wait for lowes. I will never buy from lowes again
View full review
Loss:
$500
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

There are NO Lowe's employees that install ANYTHING! Don't get pissed at Lowe's for the actions of a third party installer YOU agreed to hire through Lowe's.

Anonymous

Poor Service

Every time I go into the lowes in vero beach or any other one, I regret it. The service there is the worst. Try to find someone to help u load heavy items into your cart or car u wait at least 15 min. Then they r rude about it. Comparing them to Home Depot service, there is no comparison. I give lowes 2 stars and Home Depot 5. U go into Home Depot and there's a person in every isle asking u if u need help. I don't have to go running all over the store, or stand outside waiting for 15 min. That's what it took this time to get help outside to load
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Reason of review:
Poor help
2 comments
Guest

You are shopping at a big box Home Center, not a full service store. You shouldn't expect a lot of loading help in a big box store.

Lower levels of service is why their pieces are lower. Don't know where you are but Lowes usually has more employees than Home Depot.

Guest

solution is in your review.....baffle me why you dont just go to Home Depot?

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Anonymous

Inept and Bad Customer Service and Policies

While in Lowes on Aug.25, we were contacted by a sales representative that we were due a refund of about $48 on a floor installation. In order to issue the refund, the sales person went to the cash register and completely reconstructed the entire sale. What a terrible financial problem that caused for us. The next morning a major withdrawal of over $1300 appeared in our checking account! And, then we discovered that it may be up to 10 days before our refunded money is actually transacted through the store and banking process. In the meantime, we are left with dealing with the personal money shortage. So much for putting the customer first, right? Why they could not have simply refunded the $48 or given a store credit makes absolutely no sense. After complaining, we were only given the excuse that it was "their policy." Had we known it would work out that way, we would have just told them to keep the $48---that's better than what happened.
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Reason of review:
Problems with payment
1 comment
Guest

To keep inventory straight they needed to refund and sell the product. It looks like the processed it as 2 transactions rather than doing it in 1 transaction. If they had processed it as 1 transaction it would have cone up with a $48 credit to your account rather than a sale which processes through the bank right away and a credit which the banks process over a few days.

Anonymous
map-marker Northridge, California

Don't waste your money

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Purchased 2 custom window blinds very expensive yet cheap blinds. The blinds pull down and up get stuck all the time the contracted company came out said they are fine after the tech made an adjustment. 3 weeks later same problem. When you call the store to set up a return visit the staff In the The store are rude and then you call the company after they came out and said I guess we will replace them their staff is more rude if that is even possible. Now after a year of this same issue Lowes gets to say your over your year warranty, but we can charge you another $99 and they will come out. No thank you I will go to another store less money with better customer service and probably better products. Such a waste of money and they really don't care.
View full review
Loss:
$500
Pros:
  • Leaving
Cons:
  • Product quality
  • Customer service
Reason of review:
Poor customer service
Jemaine Jqy
map-marker Antioch, California

Refrigerator disaster at Lowes Home Improvement Center

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Updated by user May 14, 2017

Hubby just returned from Lowes and Conrad the manager that walked away was waiting for him at the door. Jerry came home with 2 new shelves and the water filter.....Hopefully the 5 day ordeal is done.

Updated by user May 14, 2017

Well as expected GJ Transport Solutions a independent delivery service arrived early but we were ready. They had the old one out of the house and new one installed in less than 30 minutes.

Thanks Jesus. But as soon as we started looking the water filter was missing and...

Updated by user May 14, 2017

Husband went back to the Lowes store later in the day and the delivery service told them we refused the unit because it was "used". When in fact they told us the unit was damaged.

The ground plug prong had been cut off by someone.

That is why it was not installed. The...

Original review May 13, 2017
Well what a ordeal dealing with Lowes in Pittsburg. Bought a refrigerator on Weds.

We needed it right away and to bring it home when we purchased it since ours had quit working completely (compressor) Got a great deal. But that was when all the good vibes stopped. The guys that loaded it slide the back of the frig. into the back of the truck and ripped a water line on the back but we didn't discover it till we got it home and got the water hooked up and water went every where.

Called Lowes and got a huge run around about how we had purchased an open box frig and that it was sold as is....really???? But your loaders are the ones that damaged it in the first place and the appliance didn't say AS IS and no one mentioned AS IS. The manager James we were talking to they don't have to inform us of that it's on the receipt. So I grab the receipt and guess what "there was no where on the receipt that said AS IS.

Then he changed his tune. He said he'd go check and see if they had another frig like it and would have it delivered the next day. Called back they did and when the delivery company arrived they told us that the power cord was damaged and they would have to return it. I thought that was strange because the manager we spoke with said he had personal inspected the frig.

and had tucked the power cord up in the unit. LAIR!!!!!! Lowes tried to reach the delivery company so they could return cause they were sure there was nothing wrong with the power cord. 4 hrs later they said they had not been able to contact them, so they would talk to them at 7:00am when they came to get today's deliveries.

So Jerry goes down to Lowes this morning at 6:30am so he can be there when the frig. arrives and find out what happened. What is the next step will be. After several conversations with numerous rude Managers.

Eugene, James and another one with no name tag. The truck at that point was over 3 hrs late. They were high pressuring Jerry to except another frig. of a different manufacturer that did not fit what we needed.

Tried to sell him another refrig. at additional cost to us. One for those *** managers actually walked away when Jerry asked for a game plan if the refrig. on the truck was actually damaged (which at 10:00 was determined that the power cord had been cut and couldn't be delivered ) the manager just turned and walked away without answering him.

By this time it was best for Jerry to leave or someone might get hurt, he was beyond pissed. So here we sit. Saturday morning with a defective frig. and hoping this will get resolved tomorrow because they said even if they could find a replacement frig.

it could not be delivered till tomorrow. Don't want to impact delivery's scheduled for today . So.....will see what happens tomorrow.

Have to cancel all plans we had for Mother's Day so we can be here for delivery since they will only give a 4 hr window for when they might get here. to be continued........
View full review
Loss:
$300
Pros:
  • Managere danny and dwane
Cons:
  • Loading staff
  • Eugene
  • Rudeness
Reason of review:
Poor customer service

Preferred solution: train thier managers and staff to handle and resolve issues in timely manner

2 comments
Machele Imf

Why the intense need to buy a fridge from Lowe's after all the trouble they gave you? You should have just cancelled the purchase and gone elsewhere. That Lowe's location obviously doesn't care much about customer service.

Patricia C Gyr
reply icon Replying to comment of Machele Imf

Buying a frig at home depot is even worse, their products=LG refrigerator had all the warranties known to man, and when the machine quit before the warranty was up they and the LG Corp refused to honor the warranty, so the next step might be to choose Best Buy or another store like that, because home depot and Lowes are really falling short, too bad Sears is not available or in business anymore as well as Montgomery Wards they were just the best, damn it.

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Samer Djb
map-marker Amsterdam, New York

Rude Employee

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My company usually conducts its business at the Utica NY store #0523. We have been contracted to complete several large projects in the Amsterdam area and have been utilizing store #1880 for most of our material needs. This stores customer service is by far the worst my company has ever experienced. On two (2) separate occasions, while needing assistance in the stores electrical department our company employees and I were carelessly ignored by the electrical dept. employee named "Sue" This Employee with the name "Sue" presented on her tag was aimlessly having a personal conversation with another Lowes employee. While three (3) of my Employees and I waited (While on the clock ) for assistance. the lowes electrical assistant remained engrossed in her conversation while disregarding my waiting, paid and very annoyed employees. After 20 Min of waiting, "Sue" walked past my employees and I to reset the "Special assistance needed in electrical button" and proceeded to inform us that she would be, "Right with us" returning to her very important conversation with another smiling employee. We promptly left the store leaving our items behind. our first encounter with this "Sue" On a previous occasion, while requiring assistance in the same electrical dept. we waited for someone to respond to the assistance button. After waiting a few moments, we proceeded to the Pro desk to request assistance. Low and behold, there was the Electrical dept. assistant having a personal conversation with another employee. (How do I know this conversation was personal? Because it took both of those employees several minutes to acknowledge us and we overheard their entire conversation.) We were told that she would be right there. After a 15 minute wait we approached this Sue once again, and were met with annoyance for interrupting her complaints to another employee. Your employee did follow us back to her dept but was not helpful to say the least. I assumed she was having a bad day, after all we all do sometimes, until the second encounter I realized that this employee was just a rude, ornery and unknowledgeable person. This poor service forced us to experience your competitor the Home Depot where we found the employees in their electrical dept, professional, courteous and very willing to help. I regret that after years of conducting business at lowes we will now spend our money at a more contractor friendly establishment.
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Loss:
$125
Pros:
  • Most stores
Cons:
  • Store employee
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Johnstown, Pennsylvania

Lowes Johnstown, Pa. Poor customer service

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Went to lowes Johnstown, Pa. today to purchase 10 bags of red mulch. I entered the garden center to purchase and because it was going to storm. They closed the doors to that department. I asked the person who was closing the door if I could still get mulch and could someone load them for me. She assured me someone would meet me out there. But i had to go to the main registers to check out. So i did. Stephanie was my cashier. I asked her to be sure some one could load my car. She said i dont think there is anyone. I said well I guess I'll need to go some where else. I replied could you call someone please. She turned to the next cashier who said someone should be out there. Then the women who closed the garden center doors said someone is out there. I proceed to get my car and go to where the mulch is. Waited 15 minutes no one came. It was starting to rain. So I loaded my own car in the rain. It is a good thing I am honest I could have loaded as many as I wanted ! I am a single women of 67 and felt someone should have heped me. This is not the first time.
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Reason of review:
Poor customer service
5 comments
Guest

If there is a storm coming why are you shopping for things in the yard anyway. You can bet they are busy making sure products that can be damaged by the storm are undercover and protected.

They are closing doors and other precautions in preparation for the storm. Seems like your expectations are somewhat unreasonable considering the pending weather.

Guest

Something about Lowe's being a self service DIY store maybe? Hmmmmm.......could be!

Guest

Typical entitled baby boomer. If you can't lift it, it means you can't work with it.

Nobody cares about your garden. Stay inside the house.

Load all you want. The garden center is utterly worthless.

Any profit margin on your *** bags of dirt and wood that are freely available by other means is totally eaten by the marked down plants. Get ***.

Guest

who is going to unload them when you get home...pepe the gardner????

Machele Imf

This is the state of many large businesses---employees who really don't care about the job or anything resembling good customer service. We are doomed.

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Anonymous

Mislead

We brought a refrigerator, range, and dish washer on September 10, 2017 at 1200 north Muldoon, anchorage AK. The sale person told us they will delivery and install all my appliances that we brought from them . After they delivered they told my husband that they can't install the dishwasher because they are not certified and we will have to pay someone who is certified to come and install it for us. It will cost us an extra $200.00 I called and complaints to the store manager and told him that their sale person mislead us to believe that they will install everything that we brought from then . The Manager said if we are not happy then return the appliances but they already took our old appliances? He just said sorry . I will not buy anything from them again, they are not honest and they should have fix the problem.
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Reason of review:
Poor customer service
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