On June 10,2016 we placed an over $3,000 order with Lowes for carpet for our new home. On June 17, 2016 we also placed an order for some new hardwood floors.
Cost of the hardwood floors over $12,000. Prior to these purchases we had also bought from Lowes a new stainless steel refrigerator and chest freezer. All together we spent over $20,000 in 2 months. Our carpet was ordered and when we were contacted about the installation, we were told they were going to wait until our hardwood floor was installed.
The carpet was for our upstairs and we had to argue with the store that it made no sense to delay. Our carpet was finally installed at the end of June. We had some damage to an upstairs wall that was not brought to our attention and we had to contact the store. At first we were told that the installers were not liable for any damage and there would be no repairs.
After several days, we were contacted by the installation team who sent someone over to repair their damage. Our hardwood floor was finally delivered to the store and then delivered to our house. It was unboxed and placed in our eat in kitchen. It sat there for 10 days.
On the first day of installation, it was determined that the wrong flooring was sent, but that Lowes would eat the cost of having the flooring glued down rather than what we ordered was a click product. We decided right away that we wanted what we had originally ordered. Lowes then had the original flooring salesperson contact us to tell us this was a better installation and that Lowes was being generous in their offer to eat the extra cost. We stuck to our guns and insisted on the original product.
Lowes then would not order the correct product until, at their convenience, they picked up the incorrect product. They picked up the product and ordered the correct flooring. The new flooring came in and again had to sit in our kitchen for 10 days. The catch on the installation was that we were put back in the rotation for waiting for the floor to be installed.
At this point we were ready to pull out of the whole deal. We stuck with the incredibly frustrating process and our new floors were completed on August 29,2016. In all of this, we never felt like anyone at Lowes apologized to us and we never felt like we were treated fairly. Early next year we are planning on a kitchen makeover and Lowes will never get my future business.
I work for a customer-focused company and I know we would not be in business if we treated our customers the way Lowes treated us.
Product or Service Mentioned: Lowes Carpet Installation.
Reason of review: Poor customer service.
Preferred solution: Apologize for the horrible customer service and fix it.
Lowes Cons: Management and customer service.