Our Lowe's experience..
We bought our first house, a foreclosure, 3 years ago. As you can imagine we have spent a lot of money at Lowe's stores since we have done all of our home improvements thus far on our own.
This summer we decided that our hard earned savings should go towards new windows for our home. We had a few different companies come through and give us estimates. We ultimately decided to go with Lowe's.
The Lowe's window salesman was very nice and promptly responded to any questions we had.. That was until we signed on the dotted line and the install went bad.
Lowe's contracts out their installers and according to Lowe's the installers for our project were "their best guys". Well that is sad or comical because after the instal was "done" only 8 windows were in because two of them were ordered to be the wrong size. This meant they had to put the old ones back in which was done poorly to the point that nothing was tightly sealed from the outdoors and they screwed the windows shut so for 3 weeks we were unable to open those Windows. Besides that the 8 Windows that were installed also had problems. We splurged on new exterior trim but for some reason the installers decided to not use a bunch of the materials that were in our basement so the exterior had new white trim but all of the old green strapping around the Windows. The trim was not sealed to the house leaving large gaps. Not to mention the million nails left all over my yard and patio. Per contract my husband was there all day, had to use a vacation day. He brought up all these concerns to installers but they had excuses such as not having the right materials... HELLO THAT DOES NOT MEAN YOU JUST CONTINUE THE JOB AND HAVE IT BE ***!
As frustrating as installation day was it is how Lowe's handled the situation which was worse. We didn't hear from them for days upon days even when they say they will call you by the end of the day they don't. Finally, after my husband called the store manager and higher ups they sent the owner of the installation business and a couple guys out to fix the trim and install the last 2 Windows. They also told us in terms of getting some money back for our inconvenience and wasted second vacation day they "would make us whole".
We did not go in to this project expecting money back but considering all we went through and how much money was spent we feel it's the least they can do. However, since second installation we have been told a refund is not going to happen so again we called higher ups who said they would be in touch that night and that was over a week ago.
Had Lowe's actually cared about our inconveniences and handled them in a professional and timely manner I would not be writing this review. But they didn't and now we will be sure to never shop at Lowe's again which is unfortunate for them because we still have many projects to go. I will also be sure to share our fiasco with all friends, family and now millions of others!
Product or Service Mentioned: Lowes Window Installation.
Reason of review: Order processing issue.