Kenneth C Lby

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Verified Reviewer
| map-marker Hampton, New Jersey

Multiple Horrible experiences with Lowes

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I have been shopping at Lowes for nearly all of my home improvement projects for nearly 10 years. Over the past month I had undergone a Kitchen Remodel.

Every experience I had with Lowes throughout the project was absolutely terrible.

To start. I had Put all of the cabinets I had needed to do the kitchen Upon ordering them I had assumed all was well. However. 2 of the cabinets I needed were not in the order and I have no idea where they went.

I ordered new ones. When I got to installing the cabinets there were multiple dings on the sides and back. which was no big deal because I bought extra pieces to cover the sides and backs that were showing. Then on top of that the 4 cabinets I bought 2 Project source (24x 30) and 2 Project source (36 x 30) came with no shelves at all.

No even brackets to install the shelves in. I had figured they didn't come with shelving in them so i had just planned to cut shelves or try to buy some sort of shelving material. And then a friend who has the same cabinets had shelving so I had asked where they got them and they said they had come with them. Naturally I'm very annoyed about this.

Is there anything Lowes can do to get me New shelves for these cabinets.

The other thing that had annoyed me was I was charged multiple times for an order. I had went to the Hampton Lowes in New Jersey. I had placed and order and picked it up. Then saw a notification that it had charged my account.

Which was fine. Until I got another notification. Followed by another a few days later. 3 Times I Was charged.

And when I went online to look at the order. The order was still pending and I had to cancel every item to get 1 of the charges back and I'm still having my Bank account looked at to see if the other two had reversed.

I am very disappointed in Lowes and my experience with your company over the past month or so.

I am almost ready to full on just go to Home Depot moving forward. I would hope that we can make this right and hope that something can be done about my missing shelves.

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Loss:
$294

Preferred solution: Deliver product or service ordered

User's recommendation: Avoid Lowes. Shop at Depot instead

Yamileth Cxe

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Verified Reviewer
| map-marker Cincinnati, Ohio

Unsatisfied Customer / Worst Experience EVER

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We purchased a range with install. Installers just left the range in the middle of my kitchen and ..

went out to the truck and left. Told me

they were sending another crew that was on stand by to bring the cord. Obviously no one ever came back. No call - nothing.

I called and was on hold for an hour (4xs) I was bounced around with no resolution or anyone that seemed to know who did what or even care. For that matter. In fact the 3rd time (after waiting for an hour - the rep was rude and actually hung up on me!) Completely inexcusable for a customer support model. I get the need to outsource - but what an operational and customer support nightmare!

Lowes leadership needs to get their act together and start setting expectations and holding people accountable. Worst customer service EVER!

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Jodi M Zfs

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Verified Reviewer
| map-marker Poway, California

Horrible customer service in Home Improvement Dept

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Lowes - Horrible customer service in Home Improvement Dept
Lowes - Horrible customer service in Home Improvement Dept - Image 2

My husband decided to go through Lowes to update our kitchen. He said the salesperson made it seem very easy and that Lowes would help him coordinate all the steps to replace our cabinets, countertops, sink and appliances. We paid for someone from Lowes to come do the measurements for the cabinets and of course, we found out this week that the measurements were off quite a bit.

In August, we financed $14K for the cabinets and installation. They arrived in November in boxes and were scheduled to be installed two weeks later. The installer was going to do the job Mon-Wed this week. He worked all day Monday and Tuesday. When he came on Wednesday, he left within one minute. My husband left him several messages and didn't hear back. Today is Thursday - he's not here and not responding to calls. My husband called Lowes and was told that he said there were exposed electrical wires. What was exposed are old telephone wires, that my husband covered with tape and a glued on plastic plate. Still haven't heard anything regarding finishing the job. Pictures show the current state of my kitchen.

In November, my husband financed another $8K for countertops and an oven including the attachments to install the oven, installation and haul away of the old one. The oven arrived much sooner than estimated. We were given a delivery window of 4:30pm-8:30pm. The oven was delivered just before 9:30pm - not kidding, and without any of the attachments and couldn't be installed. My husband ended up getting a refund for the oven attachments/installation, and he took care of that himself.

Someone is supposed to come measure for the countertops after the cabinets are installed. We have no idea when the cabinets will be completely installed because the installer is AWOL and nobody is returning our calls to let us know when we can expect someone to finish the job. At this point, I told my husband to cancel the countertops (why the *** are we paying for them right now anyway if nobody has even measured and don't know how much countertop we need) and we can just buy them at Home Depot or basically anywhere that isn't Lowes.

Picture of part of unfinished kitchen cabinet installation, including old exposed telephone wires before hole was covered.

Picture of huge pile of cardboard left in our driveway that we have to pay to haul away because our city doesn't allow piles of cardboard to sit in the driveway like that.

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Pros:
  • Nice salesperson
  • Cindy hess was great in the store
Cons:
  • No coordination between various steps
  • Subcontractors do not follow through
  • Very poor customer service

Preferred solution: Job completed and compensation.

User's recommendation: Go someone else if you plan to update your kitchen

Shemekia Ebv

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Verified Reviewer
| map-marker Fitchburg, Wisconsin

Extended warranty problems

I purchased the extended warranty on my appliances when I built my new house. May 10 our frig wasn't cooling correctly.

We called and they set us up with a contract repair service. The appointment was 2weeks out. When he arrived he determined the thermostat was bad and had to order one. He returned a week later and installed it.

This was on Friday. The repair didn't fix the cooling problem so we called the repairman on monday. They said the repair was closed so we had to call the Lowes warranty dept to get a new work order. The warranty dept said I couldn't get the same repairman and got me an appointment for June 26 with a new repair service in Texas.

I live 250 miles from Texas. I have been without a working frig for a month and could be another 3 or 4 weeks till its fixed.

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Patrick L Gxo
map-marker Miami, Florida

Bait and switch The product tag said 119 and when I went to the register it was 159

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Lowes - Bait and switch The product tag said 119 and when I went to the register it was 159
Head cashier said they cannot honor the price that was on the sticker . And I told him that is a bait and switch and he stated yes but I can't honor that price
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Preferred solution: Price reduction

Anonymous
map-marker Saint Simons Island, Georgia

Lost purchase

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Our vanity was lost in shipment . We had to reorder and not sure we will receive it. Please deliver our vanity
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User's recommendation: Don’t order on line

1 comment
Guest

It really doesn't matter what store you order a product from, there is always a possibility that the shipping company can loose or damage a product. Don't take it out on the store. All they can really do is re-order the product for you, they can't magically make it appear.

Anonymous
map-marker Mechanicsburg, Pennsylvania

Continues to call to schedule delivery of a cancelled item

We ordered a dryer. Delivery men had issue with a cord, so they told us they couldnt install the dryer and we can to call the store.

Really? Your mistake and we have to fix it? Answer, we dont work for Lowes. Called the store, finally got to speak with manage who was rude to say the least.

I said, so its your mistake you will deliver a new dryer tomorrow , oh it doesnt work that way. ???} why not? I explained I took the day off and now she is telling me I have to take another day off. Her response..

I didnt know you worked 7 days a week. Seriously? At that point I cancelled the order.

Since then we have had 4 differed phone calls telling us delivery is scheduled for the next day. What the heck is wrong with them}

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Patty K Xtq

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Verified Reviewer
| map-marker Haymarket, Virginia

Patio Set

We purchased a $2,000+ patio set as a gift to our daughter (in May). The set came unassembled (lots of boxes). We assembled the set and noted the umbrella was missing. We contacted the 800 customer service number for help. Sitting on HOLD …… ENDLESS times no action was taken. Today FINALLY she was told the set has to be returned and reordered …… all we need is the umbrella that comes with the set. PLEASE……we just need the umbrella - we don’t want to return this big set to the store (we don’t have a truck!! Please contact my daughter. Amy Bergeson (949)683-****. Thank you. Patty Knill (Mom)
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Anonymous
map-marker Kearny, New Jersey

Did not receive my credit cards

my card was sent out to me on 28 June I was told Is July 29 I still dont have my card I was told that they will send it again and I will receive it within 7 to 10 business days they do not send FedEx
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John K Zfp

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Verified Reviewer
| map-marker Clearwater, Florida

Missing receipy

I purchased 2 shrubs called Podocarpus p in Clearwater Fl earlier this year and they are dead please note the price was $39.98 ea and I receive a 10 percent military discount. Unfortunately my phone has lost my transactions with Lowes for 2022 but my 2021 still show up. The store stated without a receipt they cannot do anything I am a loyal customer and have made significant purchases would appreciate your help If. If you need my credit card number please advise my number is 513-252-**** thanking you in advance.
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Preferred solution: Full refund

1 comment
Guest

Why are you blaming Lowes for YOUR inability to keep track of your receipts?

Featured
Jason H Gxi

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Verified Reviewer
| map-marker Millington, Tennessee

HORRIBLE CUSTOMER SERVICE

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I want to talk about a horrible experience I had at a Lowe's store, more specifically in Millington, TN. My wife and I were coming into the store on the afternoon of Sunday, 2/27 to shop around for toilets.

We asked for customer assistance from an employee who said they could get someone who's an expert with plumbing accessories and shortly afterwards the announcement was made on the PA system. Ten minutes have passed which seemed a bit too long so we decided to go to the customer service desk. We explained to the young lady, who shortly before we got her attention was talking to three of her colleagues behind the desk, that we were waiting ever so patiently for an associate. Her response was "okay" and immediately went back to talking to her employees.

Seriously? So with that severe lack of quality customer service, Lowe's lost out on $300 of our money as we went to Home Depot 10 miles up the road. For the record, we were only in the plumbing section for two minutes at that store before an associate came and we didn't even ask for help yet.

I've always found Lowe's to be a reputable company with a great selection of goods and competitive prices.

I would hate to see substandard customer service (like what I experienced at the Millington, TN location) ruin that reputation that Lowe's has fought to uphold for so many years. Anyway, thanks for your time in reading my grievance towards this particular location.

Respectfully,

Jason Heavner

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Pros:
  • Great selection of goods and competitive prices
Cons:
  • Being treated like my time is not important
  • Customer service

Preferred solution: Let the company propose a solution

7 comments
Guest

"ever so patiently so patiently;" ranks right up there with "I only asked a simple question." Lines like this are a tell and show a chronic entitled DB at work. No one cares about your little $300.00.

You got lucky at HD. Both chains are understaffed which was most likely the cause of your wait. Stores stay understaffed because people have had enough of losers like you and your little $300.00 that you think will make or break any chain.

Tell you what big daddy, if you want great service, stop being CHEAP and shop at a local hardware store. Assuming your cheap ways hasn't run them out of town.

Guest
reply icon Replying to comment of Guest-2140699

Beligerent much? Name calling isn't necessary.

The point I was getting at is Lowe's has been a reputable company for many years. I've shopped at Lowe's and have been satisfied for many years but the aforementioned day that I went was just a huge black eye for that company in my book. You can't blame laziness and a flippant customer service rep on being understaffed, that's just an easy cop out plus it makes no sense.

What Lowe's did could've easily been avoided. Plus my local hardware store was closed on Sundays, so thanks for posting a reply that made 0% sense, it was laughable and entertaining.

Guest
reply icon Replying to comment of Guest-2141677

I don't think you get it. You're not as important as you think you are..

This is yet another sign of your declining relevance. While you may have been something (in your mind) when you peaked in '78, today you're a bitter old coot that no one wants to deal with nor cares if you come in their store again. Your life clearly is banal and lame if you have time to worry about a big box store and monitor your comment like a 16-year-old girl wondering if Chad will ever respond.

At the end of the day, you didn't get what you wanted. Get used to it...

Guest

You know who’s waiting “ever so patiently “ during a “horrible experience “? The women and children in Ukraine waiting in line to get on the train out of the country.

All while their male family members stay and fight. Next time think long and hard before you over dramatize that 10 minute wait you endured in a big box store.

Guest
reply icon Replying to comment of Guest-2138898

You missed the point that the person at the customer service desk basically ignored them. I'd leave as well.

Guest
reply icon Replying to comment of Guest-2139225

He won’t be missed.

Guest
reply icon Replying to comment of Guest-2139225

Sorry, but this guy has tool written all over him. You can tell he had attitude with service desk in how he describes himself as waiting “ever so patiently.” She wasn’t having it.

View more comments (6)
Anonymous
map-marker Richmond, Virginia

I lost my Lowe's credit card

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Thay closed my Lowe's account without giving prior notice I was out of State for 8 months no income in COVID how I shop so that is not Nice I never go Lowe's and never recommend any body by by
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1 comment
Guest

Your complaint should be with the bank that issues credit cards to use at Lowes. Lowes has nothing to do with your account and did not close it.

If people would take time to read the fine print when they apply for a credit card they might well find that from time to time they will check your credit. If you were not working and had no income this might just show up on your credit report.

Were you current in paying all of your credit accounts? If not they may have closed your account to protect themselves from possible default.

James C Tpu

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Verified Buyer
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Verified Reviewer
| map-marker Boynton Beach, Florida

Unsatisfied

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Thats satisfied with the craftsmanship on the doors. Need to speak to a manager someone who can make a decision
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Preferred solution: I’d like to come to a solution

User's recommendation: No recommendations

Mark S Ovw
map-marker Albuquerque, New Mexico

Marketing strategy for aging in place.

Stayed on hold for over 40 minutes and was never connected. All I wanted to convey was my satisfaction with the service at my local Lowes and to express my intention of working with them on the growth of aging-in-place projects in the future in our area. Forget it, your not worth the trouble!
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Preferred solution: A call!

1 comment
Guest

Stores having enough staff to talk on the phone are a thing of the past. No matter where you shop you will find it hard to find a salesperson on the floor to help you. Why do you thing there would be someone with the time to talk to you on the phone?

Antoinette W Quw

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Verified Reviewer
| map-marker Covington, Louisiana

Never used dishwasher

We purchased a dishwasher on 3/28/22 It leaked the first time we used it. Because we purchased extended warranty they came out. Had to reorder tub... waiting 2 weeks stayed home . Didn't show up. Changed tub and they broke latch to door, came back yesterday June 3 replaced latch and proclaimed its fixed. Today I was excited to use brand new dishwasher june 4. Its leaking. Wood floor damaged. Why can i not return this piece of *** It is costing me a lot of money to replace floor. And i can never use the dishwasher. NOBODY CARES APPARENTLY
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Loss:
$1000

Preferred solution: Full refund

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