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Lowes in Bald Eagle, Pennsylvania - Still not recieved purchase

purchased a Whirlpool gas dryer & LP Conversion kit on 9/2/2019, was to be delivered on 9/11/2019. still have not received them. call was told conversion kit was not delivered. called today again 9/21/2019 was told that the conversion kits has been sitting at their distribution center, and still has not been sent. was told till they receive them there nothing they do, the employee keeps calling but said there is nothing they can do till distribution gets off their butts and send them. not very happy with the way Lowe's is dealing with this problem
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Review
#1660034 Review #1660034 is a subjective opinion of poster.
Service
Lowes Delivery Service
Pros
  • Price and selection
Cons
  • Me going else where to shop
Reason of review
Problem with delivery
Loss
$150
Preferred solution
Deliver product or service ordered
Tags
  • Terrible Customer Service

Lowes in Heidelberg, Pennsylvania - Terrible

1.0
Details
Worst extended warranty never buy it half the stuff you try and get fixed they won’t.Total liars and please note I do love the store but the warranty is from another company that won’t honor mething little like a flat tire
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1 comment
Anonymous
#1721667

People rarely need to use the extended service plans they purchase. You have obviously made use of more than one if they have taken care of half of your claims. And since they have covered half of your claims they aren't totally worthless.

Review
#1599021 Review #1599021 is a subjective opinion of poster.
Service
Lowes Delivery Service
Reason of review
Warranty issue

I can not believe how appliances delivered by lowes are all damaged

1.0
Details
The original delivery date was 9/30/18. Today is 10/13/18. That's 14 days. I ordered an electric stove to be delivered to one of our tenants. The order number is 356900168. A stove was delivered and it is damaged and it’s the wrong stove and it’s damaged. I was working with an Allison yesterday. She contacted someone at store 2378 in Philadelphia. She made arrangements to remove the damaged and incorrect stove and install the correct stove on 1013/18 all in the same day. This has been an extremely frustrating experience. The level of incompetence is unbelievable. Today I was told for some unknown reason the stove was not put on the truck and there was no plan to pick up the damaged stove. We were called last night to tell us that between 8:30 and 10:30 all this would happen. Nobody seems to know what is going on. Remember by tomorrow it will be 14 days to get a correct stove delivered and installed. Finally, the delivered the correct stove and it's physically damaged and the connection for the power cord is also damaged.
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Review
#1381543 Review #1381543 is a subjective opinion of poster.
Service
Lowes Delivery Service
Pros
  • Nightmare
Cons
  • Inability to respond
Reason of review
Problem with delivery
Loss
$500

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 Pittsburgh, Pennsylvania - Failure to deliver in the specified time

Lowes did not contact me as to when they would be delivering my refrigerator and I was not home to receive it. Then they could not tell me a delivery time for the following day. Now I'm stuck wasting another day waiting for them.
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1 comment
Anonymous
#1362751

How are you wasting "another" day waiting for them? You claim they didn't tell you when they were going to make your delivery (very doubtful, they have always set a day and am or pm when I have had deliveries) so you obviously weren't sitting around waiting for them wasting a day. How can you say you will be wasting another day?

Review
#1083139 Review #1083139 is a subjective opinion of poster.
Service
Lowes Delivery Service
Reason of review
Poor customer service
Resolved

Resolved: Lowes in Cranberry, Pennsylvania - Appliance Delivery failure

2.0
Details

Update by user Jul 22, 2017

Fridge was delivered just before 9pm on 7/21/17. One day after delivery date.

I was told several delivery drivers and a manager quit so most deliveries are being rescheduled.

Had they at least called me and explained rather than not call/not show at all I would of been empathetic.

This experience has made me very leery of purchasing any item that may need to be delivered from Lowe's ever again.

Original review posted by user Jul 20, 2017

Ordered a top freezer, bottom fridge appliance in cash July 14th, 2017. Paid for recycling of old freezer and delivery on July 20th, 2017. Nobody ever called me to confirm delivery time. I called at noon on delivery day, confirmed we were on schedule. Was told they had a driver get hurt and it would most likely be the afternoon today when it would be delivered. Nobody ever called me so I called at 5:40pm on delivery day and was told someone should have called me but the delivery is not happening. They could schedule me for a delivery on July 29th which is next available. No calls, no confirmations, no explanations, no customer service. What a horrible first experience with Lowe's!
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Review
#1077074 Review #1077074 is a subjective opinion of poster.
Service
Lowes Delivery Service
Cons
  • Lack of calling us to confirm or change delivery
  • Lack of delivering product i paid for
Reason of review
Delivery issue, poor customer service
Preferred solution
Let the company propose a solution

Lowes - Delivery Service Review from Philadelphia, Pennsylvania

1.0
Details
I purchased a washer AND dryer from lowes, they called telling me my order was ready to be shipped. The next day the delivery men came with only a washer. After an hour of being on the phone and getting no where I finally had to go to the store only to find out that the dryer I had already paid for was then sold and delivered to someone else! Three days later and MANY MANY frustrating calls from lowes and their delivery company we are finally getting our dryer. I would NEVER EVER purchase an appliance from lowes again. Their customer service has been horrendous and disappointing as we go to lowes frequently.
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Review
#611627 Review #611627 is a subjective opinion of poster.
Service
Lowes Delivery Service
Reason of review
Order processing issue

Lowes in Towanda, Pennsylvania - Is this bait & switch?

I tried ordering a dryer on line that was on sale for $239. I was supposed to get a call within 24 hours to arrange delivery. When I didn't get a call I called customer service. Customer service told me the item was not available and spent almost an hour trying to sell me a more expensive model. When I asked to speak to a manger a so called manager named Julie #1462183 got on the phone and talked over me for 3 minutes not letting me speak about how there was nothing she could do. I finally gave up an cancelled my order which had already been charged to my Lowes credit card. I admit I thought that a new dryer for $239 was to good to be true but this is the sale season. Guess I had sucker written somewhere.
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Review
#564308 Review #564308 is a subjective opinion of poster.
Service
Lowes Delivery Service
Pros
  • Product
Cons
  • Customer service received
Reason of review
Poor customer service

Lowes is Not reliable

2.0
Details
I purchased 3 major appliances from Lowe's in Philadelphia Whitman Plaza store July 6, 2014. After receiving first my Range, which had to be returned for dents and scratches was delivered again with dents and scratches, and again with dents and scratches I gave up. The Dishwasher was delivered and installed by 2 Asian gentleman who could not speak English and just laughed when I tried to talk to them. After they left I found the floor board hidden behind the stove? Which means the dishwasher is sitting on the drain pipe! I was told by the store when the Frig came in the first time it was dented and they would have to reorder. When it was reordered it came in again with a dent. Today I wrote an email to corporate and within 2 hours the delivery guy called and told me they would be there it 10 minutes. I have a Frig full of food and nowhere to put it while the new frig cooled down. Am I getting one of the dented refrigerators or a new one??? If they had the new one all along why was I not called and told to pick a date??? Why only after an email to corporate was the frig available??? They better not try to bring me a dented or a different frig then I ordered or I will send them ALL BACK!!!! It has been almost 5 MONTHS!!!!! Yes, Someone should give me an answer before I blow my top!!! Deb Silvestri
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Review
#555359 Review #555359 is a subjective opinion of poster.
Service
Lowes Delivery Service
Pros
  • Price
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered
Tags
  • Lowes Bad SERVICE

Contact Lowes Customer Service

Mailing Address:
Lowe's Customer Care (CON8)
P.O. Box 1111
North Wilkesboro, North Carolina 28656
United States
Phone:
(800) 445-6937
All Lowes Contacts

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Lowes in Pittsburgh, Pennsylvania - Special order for entry doors

WE ORDERED ENTRY DOORS ABOUT 3 MONTH AGO AFTER COUPLE OF WEEKS DOORS WERE ORDERED WRONG THEN ANOTHER ORDER WAS PLACED WE GOT A PHONE CALL AT 9PM SUNDAY NIGHT THAT THE DOORS WILL BE DELIVERED ON MONDAY SO I TOOK A TIME OFF FROM WORK WAITED FOR THE DOORS TO COME IN AND NO ONE SHOWED UP WHEN I CALLED THEM BACK I WAS TOLD THAT THE DRIVER DECIDED NOT TO DELIVER THE DOORS CAUSE THE INSALLER WASNT SCHEDULED TO INSTALL THE DOORS WHEN I CALLED THE DELIVERY PLACE THEY SAID THAT WASNT MY DOORS.NOW IM STILL WAITING NO DOORS THEY DONT KNOW WHATS GOING ON WORSE SERVICE AND WILL NEVER ORDER ANYTHING WITH THEM.
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2 comments
RetailCop
#652739

The CAPS LOCK key is located to the left of the "a". The period (.) and comma (,) are located below the "l".

Anonymous
#642539

Why don't you ask...POLITELY...the store management what is going on? You know, instead of coming to a public forum to vent?

:? ?

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Review
#401291 Review #401291 is a subjective opinion of poster.
Service
Lowes Delivery Service
Loss
$2500