Lowes Reviews and Complaints
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Lowes review: 0 stars
Lowes review: Pissed off. In Burlington NC
Lowes review in Huntington Beach, California: Deceptive coupons
- Deceptive advertising
Lowes review: Shipping department unprofessional
Lowes review: Bad deliveries and Customer Service
Update by user Aug 29, 2018
They have done nothing to resolve my complaint and did not even question why I was cancelling MyLowes account. I have not returnded to any Lowes since the problem and now use Menards, Home Depot or Handyman Hardware.
Original review posted by user Jul 29, 2018I placed a $2500 order for material in late April 2018, with delivery scheduled the first weekend of May. The delivery was confirmed in store, over the phone and by e-mail. I waited all day for the delivery on the scheduled day but heard nothing from the store about my delivery. I called 2 hours before the end of their delivery schedule to find out where my delivery was and they said all the deliveries for the day had gone out. They did not have answer as to why mine had not gone out. I called customer service and they said someone from the store would contact me the next day. No one from the store ever contacted me. They did try to deliver the order on Monday, when I was at work and not at my request. Since they tried to deliver the material, even though I had not approved a Monday delivery, they took the money out of my account anyway. I went to the store on Tuesday to find out why they had not delivered on Saturday, why no one had called me about not delivering the material, why they tried to deliver the material when I would not be at home and did not want it delivered then and why they had taken the money out of my account. After asking for the store manager, I was sent an assistant manager to take care of me. He had no answers for me and only offered to reschedule the delivery or give me my money back. I said I wanted my money back since they should not of taken it out of my account. I wanted to talk with the store manager about all the problems I had had and left him a letter with my concerns and questions. One of my new concerns was the fact that after they took the money out of my account without delivering the material, they were just going to wait for me to contact them. In other words they had my money and were fine with not delivering the material. After getting fed up with the local stores lack of concern and customer service I contacted their corporate offices through a direct e-mail to the president. This got me an executive customer service rep and I thought everything would be great from there. She got me set up with a meeting with the store manager, which after his apolgizing for the problems I had incurred, we got the delivery rescheduled with no fee and some discounts. Great I thought, although at this point it is 2 months later. On the delivery day this time I get a call, nevere got onbefore like I was suppose to, saying they didn't have part of the delivery and had to find another store to get it from. They had 2 weeks to get my delivery ready with everything there and still couldn't do it right. They delivered half the material that day but never contacted me about the rest of the delivery, which again I had already paid for. Eleven days later I finally contacted them, and they still had to find another store with the product. Again they had my money and were not concerened about if I got everything I ordered. If I had not called I believe they would have never delivered the rest of my material. And in the end I took the delivery for the rest of the material on a day I did not want, just because who knows what would of happened if I did not. NEVER going back to Lowes again.
Resolved: Lowes review in Maplewood, Missouri: Cant return any item to any store even though the receipt states you can
Update by user Jul 29, 2018
Offered a nice in store credit to use as I wish for my time (90 minutes), and driving to return item at a different store.
Update by user Jul 29, 2018
Update, 4 hours after the attempted return: Just received a call from the head store manager at Lowes where I was told there is no way they can do the return. The first thing he says is "I understand you were in the store earlier trying to make a return and it did not go as expected, please if you would explain to me in your own words what happened".
OK, not that's what I expect to hear...concern, admission that there was a problem and willingness to rectify it. After the explanation he states "you are correct and it was our problem and we made it yours" exactly what a customer wants to hear in a situation like this. He also mentioned that there are two other big box hardware stores within a 1/2 mile of his location...recognizing and respecting that consumers have choices and he wants my business (or someone else will get it). He then makes what I would term a more than fair offer for a in store credit that I can stop by and get from him personally next week.
That's the way its supposed to work. Folks if you know you are right and have legal and moral ground to pursuit it, do so in a non emotional but yet very persistent way and you will often be rewarded.
Original review posted by user Jul 29, 2018Purchased a $250. Troy built string trimmer at a Lowes store I was close to. Went home and read customer reviews. Discovered that not only was that model discontinued, it had horrible reviews. The following day I went to the Lowes that was much closer to my home. They told me that they could not return the trimmer even though the box had never been opened because "it was not in inventory list" and the only thing I could do was to return it to the other Lowes store. To which I replied, my receipt is a contract, and the back of it states I can return to ANY Lowes store nation wide. Then ask for store manager, Tom, who frankly was not all that sympathetic. Folks, if you have a receipt with term and conditions and it states you can return an item to ANY store then you should be able to or its consumer fraud. After standing there for 30 minutes wile they tried to "add it to their store inventory list" but it would not let them according to their claims, I called Lowes Corporate customer service who basically told me the same thing but in a nicer way. I offered to return it to the other store, but they would need to pay me since they were hiring me to be a courier service. Basically, time is money and they broke their contract with the customer. No luck. Couple of observations: If a store make an agreement by contract (and prints it on the receipt) that you can return any (non special order) item to any store in the country within the number of days one is allowed (in this case less than 24 hours) then you'd better honor that, otherwise its fraud. Its not the customers problem to deal with the stores IT and inventory issues that they are unable to add it to their inventory Give the store manager some ability to make a decision or at least amends in cases like this. They could have accepted the refund and shipped it to the other store...but that would have involved them doing paperwork! They could have given me a $20 gift certificate, but all I received the its the only way attitude from those at the store. Bottom line: as a consumer know your rights. The terms of the sale are printed on your receipt. They are legally obligated to honor them. Ended up driving across town to return item at original store...but what it would have been 100's of miles away? When I returned to the other store, their customer service/returns told me that the first store should have been able to override this issue and take the return. Told the corporate office people to call me so we can discuss, I feel there is some entitlement to having blown 90 minutes of time and driving 15 miles out of my way to make a return. Lesson: Be the squeaky wheel when you are in the right, and hopefully it will pay off.
- Manager response
- Lack of training employees
Lowes review in Milwaukie, Oregon: Disappointed
Lowes review in Sanford, North Carolina: Poor service
Lowes review: Worst shed installation experience EVER!
Lowes review: Lie after lies
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