First, it was raining and the item was moved off the truck and set in wet soil. Then they entered my residence without cleaning off the item or a least wiping their feet.
Upon showing them location and the possible need to change the door configuration, they proceeded back to the truck to remove the non-boxed refrigerator. The item was moved (extremely tight move with the refrigerator touching the door frames and had to be nudged, shoved ) through two doors then the kitchen door which did not open the extra inch. They removed my house door (100+ years old 34-inch solid wood) still damaging the sides of the refrigerator, my door hinge finish, scratching my wood floor, and gouging the kitchen flooring. The driver disregarded the manufacturer’s instructions in Owner’s Manual in a text box (with an exclamation point!) on page 13, “NOTE: When it is necessary to move the refrigerator through a narrow opening, removing the doors is the recommended procedure.
If it is necessary to remove the handles, follow the instruction below. The appearance of the handle may vary from what is shown in the illustrations.” Remove the refrigerator door, not my home doors! They had to reverse the door anyway, as the Lowe’s salesperson told us, so this would have been part of the delivery process. After placing the item and removing some of the plastic material they stated, "They only allow so much time and we have other deliveries so you'll have to call this 1-800 number to get the door changed.
It’ll take 34-45 minutes". My wife called the number and the store to complain and requested the door be changed, and that a new professional crew be assigned. Now we’re two more days without use which is the earliest installation date. To note: we were notified of your policy that any door changing or leveling would be handled by the delivery personnel.
And we tried to help by providing a 7-day delivery window. Lowe's local Customer Service called the morning (Sunday) they were scheduled to return to reverse the door and left a voice mail stating they’re “throwing in another washer hose for my leaking washer”. My wife called back and attempted to tell the customer service person the actual situation. The person (which would only provide his first name) WOULD NOT ALLOW my wife to speak.
I could hear this in another room. Believing my wife was talked to in a disrespectful manner, I took over the phone call. Your service agent WOULD NOT ALLOW me to talk, finally after MULTIPLE “please let me talk” and then a direct demand, I was allowed to provide a list of the damage/complaints and ended the conversation with no apparent result. Later, a follow-up call was made and we were notified that a manager would call in 24 hours.
A few hours beyond that period a manager at the Farmville, Virginia store responded asking about the leak!! Where is the leak! Again, we bought a refrigerator, not a washer. He made the customary apologies and asked my wife about the problems with the driver.
Our answer was then, as it is now, they ignored the instructions, which damaged our house and a new refrigerator.
My wife said he could call my husband if wanted. He did not want to and refused.
Product or Service Mentioned: Lowes Delivery Service.
Reason of review: Damaged or defective.
Monetary Loss: $156.
I didn't like: Cust, Customer service, Delivery.