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Samsung Appliance Great - Lowes Rebates Team horrible

Bought a refrigerator that was too big for kitchen so when to Torrington store to return it and order a counter depth. Tom was great helped with new range and microwave and told me we would get a $200 rebate after refrigerator came in and old one returned. tried to process rebate online and was past date. Call Lowes customer care who said I can get rebate - just mail it in - Raleigh from customer care. Then got post card saying it was postmarked too late. 1 hr on the phone between rebate and customer care to be told I would only get $50 dollar rebate since microwave was twenty bucks short of $396 amount to count as third appliance. What a cluster. Horrible rebate service Ken
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Review
#1347365 Review #1347365 is a subjective opinion of poster.
Service
Lowes Rebate
Reason of review
Poor customer service
Loss
$150
Preferred solution
Let the company propose a solution

Lowes - Horrible customer service

1.1
Details
Ripped us off for $1430! Sad when they take advantage of 80 year old widows No feeling for anyone. Can't even get a phone call return!
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2 comments
Anonymous
#1553557

There is No information in your post supporting your claim. No-one is a mind reader.

Anonymous
#1553507

POOR post. How did the rip you off for $1430?

If you can't even make a post that supports your claim why should we believe that you can leave a message for them that makes enough sense that they would even want to return your call. If you are going to make a post, support your claim with the details.

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Review
#1346852 Review #1346852 is a subjective opinion of poster.
Reason of review
Poor customer service

Lowes - Order "in process" for weeks and weeks

3.5
Details
When I place an order, I expect an update when the order is expected to ship/arrive. Lowes NEVER updates customers. I have had to call on every single purchase I've made, carpet, wood floor, stove, refrigerator, stove hood/fan. NEVER does Lowes send update nor do they update their website to show tracking or shipping information. They have the WORST Customer Service of any retail store I've ever dealt with. As a matter of fact, I've resorted to driving to carpet manufacturers in Dalton, GA to avoid buying floor covering from Lowes ever again. I've spent thousands (approximately $10,000+ with Lowes over the past 6 months) and never received so much as a Thank you for your business email. Lowes is off my radar on all future purchases.
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1 comment
SpiritedJavanRhinoceros
#1553302

Yes. Horrible don't care at all!

Review
#1346843 Review #1346843 is a subjective opinion of poster.
Service
Lowes Shipping Service
Cons
  • Customer service order update information
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

Lowes - Disgusted!

1.9
Details
They dont even deserve the one star! Ive had nothing but problems with them. I went in one day and they were having a huge sale on appliances so i bought a dishwasher and gas range stove and started the process for new flooring. The gasrange stove came in danger almost 2 weeks ago and noone can help me on getting the new stove. I have even called the corporate office which promised an answer within 24hrs. That was four days ago! Still no answer and I keep calling but the rude staff dont answer or they hang up. Now my flooring has been delivered and in going through the trouble all over again, no one can answer the phone in the department or my messages. I got a manager on the phone and he hung up in me. Dont waste your money here unless you want high blood pressure.
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Review
#1346586 Review #1346586 is a subjective opinion of poster.
Service
Lowes Flooring Installation
Reason of review
Bad quality

I will never buy from Lowes again

1.0
Details
I bought a Bar-B-Q grill. I was promised a delivery of 8/29. The delivery guys delivered it and from here my ordeal started. I called up Lowes and they promised a replacement to be delivered on 9/1. On 9/1 I called Lowes to check on the delivery time as I had not heard from them. The manager at West Hills, CA store from where I brought the grill told me it will be delivered between 5:30 and 7:30. I stepped out and at around 12:20 PM i receive a call they are there to deliver the grill. I was almost an hour away from home and told them to reschedule as I was given a different time. I was told they will deliver on 9/2 between 9:30 and 11:30 AM. I stayed at home and when they did not arrive at 11:30 I called the store, I was on hold for almost 40 minutes and during this time I was disconnected at-least 4-5 times. Finally I was able to get hold of the manager and he told me they do not control the delivery as it is outsourced and we will get a call from the delivery company. Finally, in the evening I went to the store and they put the notes in the system for a delivery on 9/3. I have still not received the grill and I have been on the call with them for 30 minutes. This is one of the worst experiences and I do not plan to buy from Lowes again.
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Review
#1345471 Review #1345471 is a subjective opinion of poster.
Service
Lowes Manager
Cons
  • Worst customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Lowes in Havertown, Pennsylvania - Bad Communication, lying

2.8
Details

Update by user Sep 02, 2018

------------- 9/2/18 1209PM: Joe received a call saying that the delivery guys were 30 minutes away so we rushed down to the house. I will admit that I thought it was a scam.

The truck arrived at 1053AM. By 1133AM the fridge was installed and the delivery guys gone so I called Frank (general manager). He had absolutely no idea the fridge was being delivered. He told me that 4 other customers also did not receive their items yesterday.

I thanked Frank for his efforts then we got into the compensation part of all this. First off, the fridge is now listed at $100 less than what Joe paid, secondly, Julius (delivery manager) had offered 15% off the price of the fridge. Frank seemed relieved that this was all I wanted and readily agreed. (It comes out to about $370).

Joe and I will go to Lowe's tomorrow to pick it up. Frank and I also discussed the continual delivery issues. I know Frank does not have the power to change delivery companies but this delivery company they contract with (XPO I believe) is giving them a bad name all around the country. Google Lowes Delivery problems and you will see what I mean.

On a side note, LG got back to me super quick and it was not a robo email. They actually mentioned some of the issues I mentioned in my email to them.I have not yet heard back from Lowe's corporate after the initial robo email. Another side note - the fridge is really pretty and "sings' to us when the door is left open too long (as opposed to an annoying beep from my Frigidaire).

As a matter of fact, all the LG appliances "sing", just like they do in dramas. :-) Unless there are issues with Joe's refund, this is my last update on this issue.

Update by user Sep 02, 2018

--------------------------------- 9/2/18 925AM: Called Frank (GM). Apparently the truck, driver and my fridge are now missing.

Frank's boss and his boss's boss are involved. The head of the delivery company is involved. When I told Frank that this has drifted from bad customer service over to criminal I *think* he said there was police involvement. (The call was garbled at times).

He can tell me nothing new. He said that if I wanted a refund he would give it to me. I told him I wanted the fridge.

I advised him that no one is at the house right now and we would need 30 minutes warning if they were bringing anything there. He made sure he had both my phone # and my son's and said he would call when he knew anything.

Original review posted by user Sep 01, 2018

I apologize in advance that this will be a long but this has been an excessively long & frustrating experience that has not yet finished. This starts with a copy of an email I sent to Lowe's Customer Service that summarized my experiences. I am contacting you in reference to a totally unacceptable incident that happened with your Havertown, Pennsylvania store. This concerns my son's purchases. His name is Joseph L. and the phone # associated with his account is xxx-xxx-xxxx. Lowe's card # xxxxxxxxxxxxxxx. We were told so many lies by so many different people in that store it seems to me that lying to the customer must be corporate policy. On August 16, 2018, Joe purchased a washer & dryer online. He immediately called the store to schedule delivery and installation. The delivery was scheduled for August 20. When the items were delivered, my son was not present but my (adult) daughter and another adult were present. The delivery people informed my daughter that the proper parts had not been included with the delivery to complete the installation. The delivery people placed the washer & dryer in the basement and left. Later that day, Joe contacted the store and spoke with a manger who informed him that everything had been included with the washer and dryer and he (the manager) was unsure of what the problem was. After several calls back and forth the manager assured Joe that the washer and dryer would be hooked up on August 26. In the meantime, on August 17, Joe ordered a suite of kitchen appliances (fridge, dishwasher & gas range). Your website listed the fridge and range as being in stock at the Havertown store. Due to a mix up at the bank, the charge did not go through on Joe's card so Joe and I went to the Havertown store on August 18 and ordered the appliances. We were told by the sales associate that the fridge and range were in stock but the dishwasher was not. Delivery and installation was scheduled for August 26 because of the dishwasher. Joe paid for this order in cash. On August 26 the range and dishwasher arrived. When we asked the delivery people about the fridge, we were told there was no fridge with the order. Joe immediately called the store. He was told by a sales associate that the fridge was not in stock yet but would be delivered within 7 to 10 days. The delivery people installed the washer, dryer and range as requested. They advised us that all the parts necessary for hook up of the washer and dryer were already with the washer and dryer, they were unsure as to why the previous delivery people could not do the hook up. On August 27th I contacted the Havertown store and spoke with Eric (appliance manager). Eric reviewed the notes on the case and apologized for the issues I was having. He (Eric) stated that it appeared that Joe had requested that the fridge be delivered on September 4. This was absolutely false. After several calls back and forth, Eric advised me that our fridge was in the Bensalem store. Eric told me that he would have the fridge delivered to the Havertown store on Wednesday (August 29) and sent out to us on Friday , August 31. Eric assured me that if there was any problem with this either Joe or I would be contacted. Eric advised me that he was not working on Friday (August 31) but he would leave this in the hands of the other manager. When we did not hear anything about the delivery time, I contacted the delivery manager (Julius) on the morning of August 31. Julius advised me that no fridge was received from the Bensalem store and there was no delivery scheduled for Joe. After some checking, Julius assured me that there was a fridge on the truck that they were currently unloading. Julius assured me it would be delivered on September 1. He also offered a discount on the fridge. Since Joe paid cash for the fridge he (Joe) would have to go back to the store to receive his money. Julius advised me that Joe should receive a call no later than 9pm on August 31 advising him of a delivery window for September 1. No on called Joe or I by 9pm on August 31, so I called the Havertown store and spoke with Joe (manager). After explaining the issue AGAIN, Joe (manager) looked into the notes and made a few calls. Joe (manager) promised me that the fridge would be delivered on September 1 most probably in the afternoon. Joe (manager) advised me that someone would call either me or my son, Joe, with a better delivery window after the delivery truck was loaded in the am. It should be noted that Eric, Julius and Joe (manager) were very polite to me when on the phone. It should also be noted that Eric, Julius and all the people my son, Joe, spoke with prior to that lied to us repeatedly. I am expecting to spend another day waiting for a fridge that will not be showing up. I am expecting to spend another day calling the Havertown store to be lied to again about this fridge. As a matter of fact, I might just die of shock if that fridge shows up on September 1. What we had to go thru was absolutely ridiculous. All any of these people had to do was tell us the truth - that the fridge was not available yet. We could have then made a decision to either go elsewhere or purchase another appliance suite. Lying with this consistancy tells me that the problem is systemic. It was not just 1 person who lied to us, it was pretty much everyone we talked to from the washer/dryer delivery people, to the in store sales people (more than 1), to the appliance manager to the delivery manager. The total lack of communication was also unacceptable and should be addressed. BTW, the fridge in question is Item # 708951 Model # LSXS26386D, LG 26.1-cu ft Side-by-Side Refrigerator with Ice Maker and Door within Door. This fridge is still listed for sale on your website. Maybe you should post a warning that delivery will take 2-3 weeks. Sincerely, ----------------- 9/1/18 850AM: I called the Havertown store again since no one called us this morning. I spoke with Tyrell who told me he was looking at my fridge. He could not give me a rough delivery window (either morning or afternoon). He promised me that as soon as the truck was fully loaded he would call dispatch and have them call with a delivery window. Not holding my breath waiting for that to happen. ----------------- 9/1/18 1234PM: Never received a call so still have no idea when this fridge is supposed to show up, if ever. I did get an email response from Lowes: "Good Afternoon Mary, Thank you for contacting Lowe's Customer Care. I appreciate the opportunity to assist you. I apologize for the inconvenience this has caused for you and your son. I have addressed this matter with senior store management at the Lowe's of Havertown, PA and you can expect a follow up from store management within the next 24 hours. If you need additional assistance, please reply to this email and I will be happy to assist you. Thank you, Brittany H. Lowe's Customer Care" ----------------- 9/1/18 143PM: Received a call from Frank, General manager of Havertown Lowe's. The total call was almost 20 minutes. After spending some time trying to convince me that no one lied to me. He did apologize for the lack of communication. Frank then told me that Bensalem never sent the fridge. (He never answered when I asked why Eric did not follow up). He could not explain why the initial sales associate told us the fridge was in stock. He could not explain why no one ever called us to explain issues with the order. His explanation for the the whole washer/dryer debacle was that they use a 3rd party delivery company. He assured me the fridge was being delivered today but since it was an add on item he could not give me a delivery window. This was totally unacceptable to me so he called the dispatch manager (Dave). While everyone knew the fridge was on the truck no one knew which truck. Frank wound up calling Julius (delivery manager). They figured out which truck it was but then found out Julius never sent over some paperwork he was supposed to. Now comes the hard part, Dave was going to attempt to reach the truck driver to get a rough ETA and ask that the truck driver call us 30 minutes before the delivery. Frank was not confident this could be accomplished but told me he would call me back in about an hour or so. ----------------- 9/1/18 407PM: Frank just called. Dave has called the delivery driver twice but the driver has not returned his call. Dave did leave messages that the driver should call us when they are 30 minutes away but, unless the driver calls Dave back, we have no way of knowing if he got the message. Bottom line for me is that I will have to sit here until it shows up. I have been here since about 815AM and they could deliver as late as 9PM. On a side note, I found out that Lowe's discourages customers from tipping drivers and drivers are told they should not accept tips. My apologies to our previous delivery drivers since I let slip I tipped you guys. ----------------- 9/1/18 945PM: When the fridge did not arrive by about 855pm and we had not heard anything, I called the Havertown Lowe's again. This time I talked with Howard (manager). After putting me on hold for 15 minutes (not an exaggeration), Howard asked me for a brief review of what was going on because he could not see a delivery for us anywhere in his system. I gave him a brief review and he said he would look into it and call me back. When I did not hear back from Howard by 930PM I decided to head home (a 10 minute drive). On the way home I decided to call Howard. It was 939PM and I am pretty sure they close at 10PM. However, the message I got when I called was that the store was now closed and would reopen at 7AM. ----------------- 9/1/18 1002PM: I sent Brittany an email with all the updates since my last email to her and included the following: Unfortunately this situation has gone from bad to worse. Today I sat in that house from 815am to 930PM waiting for delivery drivers that never showed. Rather than rehash the story, I am just going to paste the updates I posted on my Facebook page to show you what has been going on. Two things need to happen immediately - 1. my fridge needs to be delivered to my house ASAP and 2. Someone needs to compensate my son for all this nonsense. {UPDATES HERE} NOTE: The time is now 1002PM and I have still not received a return call from Howard. Frank may try to play this all off as miscommunication but I have clearly been lied to on more than 1 occasion. ----------------- 9/1/18 1020PM: Howard just called me. This is what I emailed to Brittany: It is 1017PM. Howard just called me back. He told me that my fridge went out for delivery today but obviously was not delivered. He also told me that the driver did not bring the truck back to the store. So now both the truck and my fridge are missing. Are you guys serious about this?
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3 comments
Anonymous
#1611465

By letting me know to never shop there!

Anonymous
#1552095

What do you want to happen by posting your complaint?

OccasionalSwallowtail
#1552105
@Anonymous

Mainly I am just sharing my story but there are a few things I would like to see happen. 1.

I would like to see Lowe's train their employees a little better. If, early on, someone had said to us "Hey that fridge isn't in stock and I am not sure how long it will take to be in stock" we could have made other arrangements and avoided all this. If the clerk who took our order had actually walked to the back to check physical inventory (or called someone to actually eyeball the products), we could have made informed decisions. 2.

Lowe's should train their employees that you should call the customer whenever anything changes with an order. There is no such thing as updating the customer too much about their order. 3. Lowe's should train their employees that if they make a promise to a customer they need to be responsible for that promise - you either make it happen or you call the customer and apologize/explain.

(Or don't make promises you can't keep in the first place). 4. There needs to be some accountability on the part of the delivery company. Losing track of a truck, driver and 5 customer's merchandise overnight is unacceptable.

5.

The driver's/installers need better training. The fact that the first set of delivery people could not hook up the washer & dryer but the second set could WITH THE SAME SUPPLIES, tells me that there is a lack of training there.

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Review
#1344612 Review #1344612 is a subjective opinion of poster.
Service
Lowes Delivery Service
Cons
  • Read what i wrote
Reason of review
Problem with delivery
Loss
$1800
Preferred solution
Deliver product or service ordered
Tags
  • Misinformed Staff
  • Bad Delivery Experience
  • Missing Truck

Lowes in Denton, Texas - Deind able to return product.

3.7
Details
A while back me and my wife purchased some moen Caldwell faucets from you'll because we were trying to remodel our master bathroom. But I was told I had prostate cancer an everything was put on hold so now that we are able to go forward with our project we fine out that the faucets were the wrong ones an all I wanted was to exchange them for the right ones or store credit because I was going to turn around an spend the money there anyway . But the gave me such a hard time saying they couldn't without a receipt which I no longer had it real gave me a sour feeling about shopping at Lowes anymore.....
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3 comments
Anonymous
#1552551

Receipts are the key to a smooth return no matter where you shop. First of all they prove you purchased the product rather than stole it.

Next, they prove what you paid for the product. They also prove you purchased the product at their store rather than a competitor. It sounds like you have had the faucets sitting around for a while.

It is possible that the faucets are no longer a stock item as well. If in fact the faucets are worth $845 you would be hard pressed to find any store willing to take this amount of merchandise back without a receipt.

Anonymous
#1553385
@Anonymous

I'm sorry but not everyone holds on to a small piece of paper called a receipt! It's not uncommon for someone to misplace a receipt either.

A huge store such as Lowes should have the option to "look up" by card- if paid by CC/debit.

To be denied a merchandise credit is overall just wrong! C'mon Lowes you can do better than that!

Anonymous
#1558837
@Steph

They do have the option of using your card to find the item. However, this is only good for up to 2 years.

If they cannot find it through your card, there is nothing they can do.

Most moen faucets require a receipt because they are a high theft item. The register will quite literally deny the return without proper proof.

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Review
#1344427 Review #1344427 is a subjective opinion of poster.
Service
Lowes Customer Care
Pros
  • Products
Cons
  • Return policy
Reason of review
Return, Exchange or Cancellation Policy
Loss
$845
Preferred solution
Let the company propose a solution
Tags
  • Lowe s Corporate

Contractor lowes hires Dont Pay his Emoyees

The contractor Lowe's hires to install Fence in Buffalo,NY called Buffalo Fence. Owner Tom E does not Pay his employees for the hard work they did. Causing a chain reaction of bad life experiences with having a new baby to feed and to keep a roof over our head. He has no right to play games with people's life. Lowe's and Buffalo Fence will be in court for unpaid wages.
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1 comment
Anonymous
#1552889

Why will Lowes be in court? They are not responsible for paying the employees of the contractors they hire.

It is the fencing company that is responsible for paying their employees. It would be wise for any construction company to be cautious in taking work from a big box store.

Even though they get paid up front their contractors in most cases don't get paid until the job is complete and signed off by their customer. This can create a cash flow problem if the company doesn't have decent cash reserves.

Review
#1344175 Review #1344175 is a subjective opinion of poster.

DON'T BUY HUSQVARNA Riding Lawn Mowers from Lowes

I went to Lowes and explained my mowing needs and other work I needed to complete around my property. I spoke to several different sales associates during several differeent trips. It was suggested I get the Husqvarna TS354D Garden Tractor. I wanted to be able to use a scoop bucket, garden plow, cultivator, dethatcher, snow plow ect. on the new garden tractor. I was told I could order all of these different accessories for this GT at Lowes and they would arrive in a week 2 at most. So I ordered the GT on line and the order information said it would be in 2 weeks from that date. THE time came and went and no GT. Another 2 weeks went by and I received an email saying the GT had arrived and would be getting a call from Lowes to set up dellivery date. When I finally got the call I was informed the GT had not arrived and it could be another two weeks. I went into the store to find out what was going on with the order. Turned out the GT was actually there and then told they could not deliver it for another week... not acceptible considering the already frustraighting time frame. After speaking to several different managers they decided to give me a discount on the GT. Next I ordered the scoop bucket. That was supposed to come in 7 to 10 days. The order keep getting delayed to the tune of 6 weeks with no end in sight for actual arrival to store. I cancel the order. Figure I may find a different place to get a scoop bucket. Meanwhile I order an electric sleeve hitch from a different company. During the ordering process from that co. I found out that Husqvarna put a cheaper frame on this newer GT and that the frame may bend with ground engaging equipment and the use of the scoop bucket. I call lowes and ask about the return policy they said 30 days no exceptions. So I email customer solutions and they respond with it is a 30 day return policy even though their sales associates suggested this GT would be caple of meeting my needs and I could get the accessories there. Apparently Husqvarna has gone back and forth with using adequate and inadequate frames for its GT. Husqvarna does a really awful job of getting their accesories to their vendors, such as Lowes. On top of all this the cruise control stopped working at the 15 hour point. Basically no matter how you look at it Husqvarna and Lowes both have handeld this situation poorly. Due to this I strongly urge you to save yourself the headache and buy a GT that is not made with defective parts at a store who will value your business. I would also suggest you aviod purchasing anything from Lowes as they don't care about customers and doing what is right by them. Shame on both of these big companies for taking advantage of thier customers and not doing what is right by them.... especially since I needed to be able to stop the severe flooding on my property with the use of this GT and the accessories I was told I could get that would work well with this machine. Summer of 2018 waisted due to thier poor business practices and lots of personal property destroyed due to rain and flooding that could not be controlled without the GT I paid for and wanted to use for intended purpose.
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Review
#1343961 Review #1343961 is a subjective opinion of poster.
Service
Lowes Customer Care
Reason of review
Order processing issue

Lowes - Poor Service and OSHA Violation

On Wednesday, August 29, 2018, while shopping at Lowes in Mechanicsburg, PA I witnessed/experienced the following: 1. Unable to obtain service at the board cutting station. Spent over one half hour trying to get a Lowes associate to cut a piece of plywood to size. After numerous attempts including, two face-to-face visits to the customer service desk, I was told that the person responsible had not reported to work and that no one was available to perform the service. Purchase cancelled. 2. While shopping in the electric dept. I witnessed a Lowes associate on a ladder exceeding 8 feet in height without fall protection equipment, a clear violation of OSHA regulations. I questioned the associate, "Where is your fall protection?", but receive nothing but a perplexed and guilty stare.
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2 comments
Anonymous
#1558839

They don't require protection on a ladder. They do however require associates keep their hands on the rails when going up and down.

Anonymous
#1550345

Don't quite know where you get your information about fall protection. From my experiences with OSHA they should be fine on the ladder but if they stepped off the ladder onto a platform or other elevated area they would need fall protection there.

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Review
#1343248 Review #1343248 is a subjective opinion of poster.
Service
Lowes Customer Care
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution