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Lowes Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Lowes has 2.2 star rating based on 4186 customer reviews. Consumers are mostly dissatisfied.

  • 27% of users would likely recommend Lowes to a friend or colleague.

  • Rating Distribution
  • Pros: Location, Price, Close by.
    Cons: Customer service, Poor customer service, Customer service received.

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Media from reviews

Lowes - Complaint
Lowes - Complaint - Image 2Lowes - Complaint - Image 3Lowes - Reliabilt barn door actually coming apartLowes - Reliabilt barn door actually coming apart - Image 2Lowes - Reliabilt barn door actually coming apart - Image 3Lowes - Another horrible experience. Never shopping there again! Ever!!!!!
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Top Lowes Reviews

Positive Review

"Cannot log in to Lowe's Pro account"

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Talked to a representative who finally sent the correct email to me to activate my Pro account. I have been trying to get this resolved for several weeks.

Critical Review

"Complaint"

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Anyone get fruit flys and fungus nats after buying planting soil from Lowes? I originally contacted Lowes on May 3 by phone with a complaint regarding Miracle...

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Chew Chew

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Verified Reviewer
| map-marker Austin, Texas

Complaint

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Lowes - Complaint
Lowes - Complaint - Image 2
Lowes - Complaint - Image 3
Original review updated Jun 10, 2025

Anyone get fruit flys and fungus nats after buying planting soil from Lowes? I originally contacted Lowes on May 3 by phone with a complaint regarding Miracle Grow soil that was purchased from the store .On 1/3/2025 we purchased 3 bags of soil from the garden area of Lowes located on Shoal Creek Blvd in Austin TX.On 1/18/25 I transplanted assorted small 5 inch house plants up to 6 inch pots .I opened the 1st bag into a box in my bathroom and worked only in the one room .After I finished that night I noticed small bugs flying around the bathroom.I read up on the internet to purchase some sticky traps to get a better look at them.I took a picture the next day and identified them as mostly fruit flys and also some fungus nats.3 months later all of my houseplants are infested along with the drainsI have tried many things and it only slowed the bugs down.My plants are sickly.and the infestation is driving everyone nuts.As the only option appears to throw plants and everything away and hire a plumber to clear the drains I am asking Lowes Managment to reimburse me.I purchased the plants in 5 inch pots back in September of 2024 and never had any issues till the transplant.I want the plants replaced .I kept them alive through the freeze in my bay window and am very upset the are ruined .so replacing the bags of soil and a bottle of drain treatment is not going to be enough to make things rightI included pictures of the plants previous to the transplant ,a picture of the bugs I caught a day after the transplant and then pictures since then ..of the damage..

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Pros:
  • Staff primary reason i go there
Cons:
  • Very frustrating
  • Managment ignored my email for months
JoAnne C Qrn

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Reliabilt barn door actually coming apart

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Lowes - Reliabilt barn door actually coming apart
Lowes - Reliabilt barn door actually coming apart - Image 2
Lowes - Reliabilt barn door actually coming apart - Image 3
Lowes - Reliabilt barn door actually coming apart - Image 4
Original review updated May 08, 2025

Door is coming apart. With packing the door is over 70 pounds. I can not take it off and return as requested

explained that I just wanted it repaired said I needed to return it to the store for full refund

offer 150

the door was purchased for 369.72 minus 5 percent discount plus 8.25 tax

also was purchased a kit for 123 not sure if it will fit another door

but also I paid someone to deliver ,paint and install the door with updating the whole room at least$400 for paint and delivery and install total for 892 -44.6 plus 69.91 =917.31 so no 150 gift card would not do

View full review
Loss:
$892
Pros:
  • Local convenience
Cons:
  • Customer service could not find receipt even though i had it
  • Took several tries to find who was the right party to contact

Preferred solution: Full refund

1 comment
Guest

Why are you complaining? They offered you a full refund and of course you would need to return it to get the refund.

J E J

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
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Verified Reviewer
| map-marker Bossier City, Louisiana

Lowe's Total Lack of Professionalism and human common courtesy

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Contains 2 confidential files for company representatives

After purchasing a heat exchanger with a five-year Lowe's warranty, the first unit was a brick, completely dead out of the box (as noted on the original receipt). The second unit was replaced on the same day, functioning for about eight months. Mydea replaced the unit under their warranty within 24 hours and delivered it to my home.

Starting in November, the unit flooded my home once again. I went to Lowe's in Bossier, LA and requested help, providing copies to three different store managers - Brook Garrett among others. No one did anything. When I called the warranty department, a rude individual told me to go back to the store. I had to question the purpose of a corporate entity if the store couldn't do its job. I was told there was no corporate number to call and to deal with it. They then hung up on me.

It is now January 20th, a new year. After making many calls to Lowe's, which were a total waste of time, I grew increasingly concerned about the Arctic blast. Seven times, I drove sixty miles on alternate days to make copies of both receipts, but was refused a meeting with the store manager. Nothing was done. Excuses and flat lies were internally used, with no communication extended towards me as I endured four days and nights with temperatures ranging from 23* to 37*, and no heat.

All pipes in my RV (which I currently reside in due to the total loss of my home on Father's Day 06/16 - a fact they were all aware of) blew out. Today is January 26th. They promised a scheduled pick up but went to the wrong address. Despite having my contact number, they didn't have enough common sense to call while they were across the street from my place. No apologies. Tons of blame shifting. Managers who only have K-5 level of business experience - it's sad.

I am out over a 1000 dollars with no trust in Lowe's. Avoid at all costs!

View full review
Loss:
$2000
Pros:
  • On earth
Cons:
  • Too long to list - mostly lack of sentient professionals

Preferred solution: Full refund

User's recommendation: don't shop at Lowe's never buy warranty

Louis b Gzz

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Verified Reviewer
| map-marker Bangkok, Bangkok

LOWE'S Kitchen Cabinet and Countertop Nightmare

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Lowe's cabinet subcontractor quickly removed the old cabinets and countertops. Two weeks later, another subcontractor measured the new cabinets for the countertops. Two and a half months later, the countertop installers arrived with the uncut quartz countertop. That's when things really became bad.

The installers set up on the patio to cut and form the quartz material. They left the door open, which led to the silica dust contaminating my entire house. We measured the suspended particle readings of the forward and rear parts of the house. The forward part of the house registered 3116 particles per square foot, while the rear part (the recreation room) read 6249 particles per square foot (small and large particles combined). These readings are thousands of times higher than what OSHA considers safe.

After six months of vacuuming, dusting, and ventilating with fans, we were able to mitigate the dust problem in the forward part of the house. Since the HVAC system was also contaminated, we had to endure the entire summer without air conditioning. Now, we're heating the bedrooms and bathrooms with space heaters because it's cold.

We're still coughing.

The rear part of the house? It's a disaster and uninhabitable. We sealed off that part of the house and have only entered it a few times to retrieve belongings.

My house was contaminated on May 14, 2024. It's now December 7, 2024, and the problem has not yet been fixed.

Lowe's claims department has been disappointing. The person I initially worked with vanished after a few weeks when she transferred my claim to the countertop manufacturer's insurance company, Travelers Insurance. They claimed responsibility for any issues arising from silica dust contamination.

The claim then got passed on to the retailer, then on to the installer. The installer's insurance company, IFG, has given three different reasons for not being able to cover the claim, and they transferred the claim to the retailer, Stone Interiors of South Carolina, who provided a weak response and disappeared. They apparently don't have insurance.

I repeatedly contacted Lowe's Executive Customer Service, claims department, and CEO via email. Not a single person is willing to take responsibility.

According to my contract with Lowe's, I have to settle claims through binding arbitration. Interestingly, Lowe's hired an external lawyer who informed me that Lowe's is not obligated to initiate the arbitration.

This might work to my advantage as it gives me a second chance to file my claim when I initiate arbitration. I sent a file containing hard copies of emails and a thumb drive filled with photographs to the lawyer this week. If the lawyer's response isn't satisfactory, I can take the issue to arbitration. If that fails, I can take it to civil court.

Lowe's has done everything possible to avoid responsibility for cleaning up the mess. I've already spent thousands in an attempt to reduce the dust in the living area of the house. However, I can't completely eliminate it—it keeps settling everywhere even though we frequently ventilate the house and vacuum the carpets every other day.

Lowe's insurance adjuster came to the house in August. His estimate indicates that it will cost over $8,000 to clean the house. He did not consider the need to thoroughly clean the two HVAC systems. At a minimum, this will cost around $40,000 If the silica dust has hardened, both systems and ductwork may require replacement.

Then there's the furniture in both parts of the house, the rugs, and the carpets - they all need cleaning. The patio is covered with silica dust.

There's also the loss of use, which has now been seven months and counting.

Furthermore, potential future health issues pose a concern. Silica dust is a known carcinogen and can cause serious kidney damage.

If you're considering a kitchen renovation, I suggest hiring your own contractor. Lowe's countertop installer, Stone Interiors of South Carolina, has a very poor track record on Google and Yelp. I found almost two dozen bad reviews for them on Google, Yelp, and BBB.

It seems that Lowe's can't hire trustworthy contractors, and they are equally incompetent at handling claims.

View full review
Pros:
  • Good place to buy nails
Cons:
  • Very bad claims department unscrupulous

Preferred solution: Compensate me for cleaning up the mess. Compensate me for loss of use. Pay punitive damages.

User's recommendation: If you contract with Lowe's to do any work, read the contract closely. Find out who will do the work. Then research the suppliers and contrators. I wish I had done my homework before I contracted with Lowe's.

1 comment
Guest

And read the contract terms. It states that all disputes that cannot be resolved in small claims court must be settled in arbitration.

Lowe's will then turn it over to a lawyer who will sit on your claim for four months then tell you that Lowe's is not obligated to initiate arbitration. Then out-of house lawyer will lowball your claim. You'll have to file the claim. DO create a paper trail of all correspondence with Lowe's subcontractor, its claims department and Executive Customer Service.

Gert Good Ol' Marvin Ellison in on the fun and games so you have plenty of ammo when you file your claim in arbitration.

Better yet, don't do business with this outfit. It is morally bankrupt.

Sandy D Tcv

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Verified Reviewer
| map-marker Raynham, Massachusetts

Another horrible experience. Never shopping there again! Ever!!!!!

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Lowes - Another horrible experience. Never shopping there again! Ever!!!!!

I went to buy a new washing machine. Mine are stackable.

I purposely went to Lowes because the sell this years version of my washer. I did not need the dryer. I asked the girl if I could reuse the stackable bracket and she said yes. I took a day off work where I had a chance to make 10 hours overtime to wait for the delivery.

Delivery guy came and said he could not install the old dryer on the new washer. They did not tell me this at the store. Maybe when I cashed out if the girl wasnt distracted by talking to other people when she was taking my money she may have paid attention to what I said about reusing the old dryer and bracket but bottom line is the delivery company refused to deliver the washer because I got poor service again at Lowes. They hate single women, which I can prove because I never get acknowledged when I am alone and if I am with my husband they cant do enough to help my husband.

Every large purchase I try to make from Lowes ends bad with me on the phone angry and yelling at store managers.

I am so done with the woman-hating company!!! The photo is the old units and the only possible setup.

View full review
Loss:
$850
Pros:
  • Stores are pretty
Cons:
  • Customer service is non existent if you are female

Preferred solution: Apology

User's recommendation: Buy from Home Depot

1 comment
Guest

It sounds like you are complaining about a cashier. Why would you think a cashier would know anything about what the delivery people can do? This is something you should have discussed with someone in the appliance department.

ken h Lcg

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Verified Reviewer
| map-marker Ocala, Florida

Returns and Lowes Purchase Tracking FAILURES

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I have spent high five figures in Lowes the past year, and I have to say I was initially very impressed with the service. But it went from a shining five-star to a barely two-star review, and here is why:

1.

Return policies changed. The employees say, 'Buy what you need; you can return it easily.' NOT THE CASE, and I'm left with about $500 of items that should have been returned, but reasons and policies prevented that from happening.

2. The reason is the really *** Lowes Rewards system.

It would not log in for months, it was a pain to use my phone and have to log in to the app every time I went to Lowes, and the rewards (sales tracking) program simply would not find my number, email, etc. I spoke with corporate, web support, blah blah blah; it was a problem because it missed about $10,000 worth of purchases that should have been recorded in my account, but they are not there, and the history of those purchases is missing due to their really lame in-store CMS/CPS system. Additionally, purchasing from the pro desk, I still didn't get some of my orders attached to my sales tracking, so no digital receipts. Hence, NO WAY TO RETURN. It was so frustrating to go there and deal with their *** software, but I did because it was better than Home Depot.

Guess where I spend the bulk of my funds right now? It's not Lowes, and I hope it will be one day, but right now I feel like they do not value me as a customer or a human being for that matter. The way I was treated in the Ocala store was just not nice.

View full review
Loss:
$760

Preferred solution: Full refund

User's recommendation: Do not trust their sales tracking, rewards program and do not trust them that returns are "easy"

3 comments
Guest

Tried both, neither worked for more than a few visits. They apologized and asked to come back because system was down (big surprise there).

I did go back after a few days and then to another store. Same same.

They are all labeled items and they will not even provide store credit at lowest price. So I'm disappointed in their lack of having options for what was an avid shopper at their store.

Guest
reply icon Replying to comment of Guest-2702242

Your only other option is to have your bank (you can do it via your account online too) filter by store, Lowe’s, and take the printout showing the many different dates and sales amounts. If you spent $10,000+ they should have no problem at least issuing store credit.

Guest

Lowe’s can search purchase history by credit card or checking account number.

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ken h Lcg

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Verified Reviewer
| map-marker Ocala, Florida

Change in return policies and the lackluster lowes rewards program

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I have spent high 5 figures in Lowes the past year and I have to say I was initally very impressed with the service. But it went from a shining 5 star to a barely 2 star review and here is why:

1.

Return policies changed. The empolyees says "buy what you need, you can return it easily". NOT THE CASE and I'm left with about $500 of items that I should have been returned, but reasons and policies prevented that from happening.

2. The reasons are the really *** LOWES Rewards system.

Would not log in for months, it was a pain to use my phone and have to login to the app every time I went to lowes and the rewards program simply would not find my number, email, etc. I spoke with corporate, web support, blah blah blah, was a program for about $10k worth of pruchases that should have been recorded in my account, but they are not there and the history of those purchases are missing due to their really lame in store CMS/CPS system. Was so frustrating to go there, but I did because it was better than Home Depot.

Guess where I spend the bulk of my funds right now? Its not lowes and I hope it will be one day, but right now I feel like they do not value me as a customer or a human being for that matter the way I was treated in the Ocala store was just not nice.

View full review
Loss:
$750

Preferred solution: Full refund

User's recommendation: Don't trust the lowes apps to record your purchases or provide any reliable history of your purchases. Shop around more before trusting their pricing.

WAYNE F Oqs

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Verified Reviewer

Poor service

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WENT TO LOWES FERN PARK LOOKING TO PURCHASE BUILT-IN OVEN. YOUNG MAN AT DESK IN APPLIANCES TOLD ME HE COULD NOT ORDER S.S.

OVEN - ONLY BOUGHT IN BLACK OR WHITE - BASICALLY BLEW ME OFF. TWO WEEKS LATER MY WIFE SND I WENT SAME LOWES AND SALES ASSOCIATE GABRIELLA SAID NO PRIBLEM - PLACED ORDER WITH HAUL AWAY AND INSTALL. VERY NICE YOUNG MAN MADISON TRIED TO INSTALL - UNABLE TO INSTALL DUE TO CONFIGURATION OF JUNCTION BOX. WAS TOLD -TOO BAD - SO I CANCELLED ORDER - DID NOT ACCEPT OVEN - CUT UP CREDIT CARD SND MADE DECISION NEVER TO SHOP LOWES AGAIN.

PUT STORY ON FACEBOOK. WORKED FOR LOWES IN HIGH SCHOOL IN BILTMORE NC IN 1962-63. SO I HAVE LONG HISTORY WITH . LOWES .

BOY HAVE YOU CHANGED. NOT FOR BETTER. CANCELLED CARD AND WENT TO HOME DEPOT AND PAID MORE BUT GOT MUCH BETTER SERVICE. SND $300 DISCOUNT FOR SWITCHING.

THANKS - BUT NO THANKS TO LOWES.

THANK YOU FOR LISTENING TO MY VENT. WAYNE C FRANKLIN

View full review
Pros:
  • Appearance
Cons:
  • Blowing off customers

Preferred solution: Full refund

User's recommendation: COMPARE TO HOME DEPOT. BLOWN OFF AT LOWES

1 comment
Guest

One year of employment 60+ years ago and recklessly special ordering an item only to find out you failed to pre-qualify your infrastructure at home isn’t a long relationship. Lowe’s only owes you a refund on the item minus any restocking fee and install cancellation fee and any disposal fee if they discarded the old oven. They won’t miss you.

Candice O Are

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Verified Reviewer

Self checkout person

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Tonight I was at the Kent Lowe's in Washington State, and I was checking out through the cell checkout line. I had run up half of my items when the Lowe's person who worked there walked up to me, erased my order, and then wanted to ring everything up at one time.

As soon as I started to walk away, I wasn't going to get what I needed because I didn't have a choice when she started bringing stuff up. Just for me, she started talking to me and saying things about me under her breath, like 'that's what I thought' and whatever else, and I just don't really appreciate it. I spend thousands of dollars at Lowe's a year, just like everybody else, and your team has to be patient and wait until the customer is finished. I would think before they start accusing people of doing anything.

This is really rude. So tonight, I didn't spend the $204 I was going to because she wouldn't stop talking about me.

View full review
Loss:
$800
Pros:
  • Stuff i need fir detail business is here
Cons:
  • People who work there

Preferred solution: Train your people better

User's recommendation: Go to a different Lowe's this is not the first time this store has been sub par

1 comment
Guest

Your items were going to be $204. That is not $800 (claimed loss).

You actually had no loss. What you have is YOU choosing to leave in protest empty-handed with items you probably needed for your business.

That’s all on you and quite irresponsible. #lightweight

Perry S Oar

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Verified Reviewer

Trying to cancel Pro Account to get military discount military discount

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Try to call for help, no such luck. Better service at Home Depot. Bad service, I have shopped here since 1995.

View full review
Cons:
  • Bad customer service

User's recommendation: Go to Home Depot better for Veterans

Donalda Xfu

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Verified Reviewer
| map-marker Fort Worth, Texas

We bought a Fridgidaire microwave.from lowes.

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The first time we used it, it didn't work. It took us about 2 months and, perhaps, 30 phone calls to get them to replace it.

It was just all "runaroung" - told us to call Frigidaire (that went nowhere); need the serial number, said they'd call back about 20 times and didn't. Finally got it fixed.

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Sue R Qrd

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Verified Reviewer
| map-marker Boynton Beach, Florida

Theft in progress!

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Didn't install my countertop, and will not return my money. Plus destroyed my brand-new kitchen sink in rage!

Scammers!!!

View full review
Loss:
$3000
Pros:
  • No pros

Preferred solution: Full refund

Rico C Yef

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Verified Reviewer

Time line on receiving appliance is too long (Request for Compensation and Clarification Regarding Washer Machine Order Delay)

Rico. Here's a polished version of your message that you could use to communicate effectively with Lowe's:

Subject: Request for Compensation and Clarification Regarding Washer Machine Order Delay

Dear Lowe's Customer Service Team,

On March 5, 2025, I purchased and ordered a washer machine (Order Number: 202905****5055****).

Initially, I was given four delivery datesMarch 7, 8, 9, and 10and chose March 8, with a delivery window of 8 AM to 5 PM. However, I was informed that I could pick up the item on March 10 instead. Despite this, I am still waiting for the washer machine to be delivered.

I have called several times seeking an estimated delivery time and was told that the vendor would need to be contacted on the next workday. After waiting for a week and following up, I was informed that the delivery date had been pushed back to May 19, 2025.

I requested to speak with a supervisor to lodge a complaint and inquire about compensation, but no resolution has been provided.

I feel strongly that I should receive compensation for the prolonged delay in receiving my order. I could have purchased the same model or a different one from another store had I been informed about its availability issues. It is essential that customers are made aware of stock limitations or delays at the point of purchase, possibly through signing an acknowledgment.

I kindly ask for an explanation regarding the availability of the item and the steps Lowe's will take to ensure better communication in the future.

Additionally, I request compensation for the inconvenience this delay has caused.

Thank you for addressing my concerns promptly. I look forward to your response.

Sincerely, Rico

View full review
Loss:
$122

Preferred solution: Price reduction

User's recommendation: believe the company should provide clearer communication regarding the availability of items. Additionally, customers should not be allowed to purchase an out-of-stock item without signing an acknowledgment to confirm their understanding of potential delays.

Jennifer B Unq

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Verified Reviewer
| map-marker Louisville, Kentucky

Complaint Floor Project never completed left conditions dangerous

Floor project Lowes did not complete. No follow-up.

West Chester, OH mgmt and associates informed. Ultimate Homes falsified job finished. Stairs are hazardous.

No follow-up Lowes West Chester. Would warn buyers to never do floor install with Lowes and BBB unaccredited subcontractors for very high markup.

View full review
Kimberly S Cfr

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Verified Reviewer
| map-marker Beaufort, South Carolina

Need a complete refund for a countertop that was misrepresented as being white not beige and it is broken! I need a full refund!

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Lowes - Need a complete refund for a countertop that was misrepresented as being white...
Lowes - Need a complete refund for a countertop that was misrepresented as... - Image 2
Lowes - Need a complete refund for a countertop that was misrepresented as... - Image 3
Lowes - Need a complete refund for a countertop that was misrepresented as... - Image 4

Who is the regional and district manager for store# 1521?

What other email address can I send my complaint to along with their name and title?

Begin forwarded message:

Thank you Ashley.

Good evening Kimberly,

I understand. I have directed your order to the refund department to process your refund.

They will reach out to you with more details.

Good afternoon Ashley,

I have purchased a different countertop from Lowes, it is completely paid for in full. I do need to cancel the Dekton countertop rather I have to eat the 20% cancellation fee or not. I need to move forward and finish my kitchen. The Dekton was badly represented by having white edges at the store as samples, and on line, but when the edges are polished, they turn beige.

When can I expect

Good morning Kimberly,

Angie from Lowes store 1521 reached out to IME to advise they will not be covering the cost associated with the cancellation. A 20% cancellation fee will be deducted from your balance if you wish to cancel your order following the installation. Fabricators have the right to address your concerns if you are unhappy with the outcome of your project. If you wish to move forward with this project, please let me know and we can contact the fabricator to address your concerns.

Thank you

Ashley Cruz | Customer Solutions

Email: acruz@***.com

To: Ashley Cruz ; Rita Penor

Subject: Kimberly Skok/Warranty#3527****

Good morning Ashley,

Unfortunately I dont believe I have ever spoken with you regarding my situation.

I am remodeling my home in Beaufort.

The kitchen was completely taken out in December to make way for new floors, cabinets, countertops, sink, and appliances. I tried to order cabinets in December through Lowes; however, I could not get an appointment with Chris in the Beaufort store, so I elected to go to Home Depot. The cabinets arrived January 30 and incorrectly installed, not by their usual installer on February 5. January 30, I ordered a Kohler 30 farm sink from Lowes, an online product.

It was supposed to arrive in 3 working days, but it was 2 weeks late. The cabinet installers were unable to cut the template. The $1000 Kohler sink arrived broken! The regular cabinet installer came out to cut the template using the broken sink.

I had to purchase another sink online, so now I have $2000 out on sinks from Lowes. It arrived in a week, February 19. Lowes did send someone out to pick up the broken sink, as it weighs more than I do, at which point, I got a refund. The sink had to be in its place to measure for countertops.

Again I couldnt get an appointment with Chris. A young guy named Matt was able to help me in the cabinet department at Lowes, he was in training. I purchased the white marble looking Dekton from Matt on February 3, thinking the sink would be on-time and in keepable condition. I looked at the Dekton in the store, it was definitely white with gray, marble like streaks, no beige edges.

Matt and I looked at it online on his computer, all white, no showing of beige edges, nor mentioning of beige edges, even after reading about the product, no mention of beige edges. It looked beautiful and a good match. The new sink arrived February 19, Lowes came to measure for the Dekton countertops on February 21. Three months, still no kitchen due to mishaps that were out of my control.

Polly from Multistone sent me pictures, online, of the countertops, the top view only, they looked good and white.

March 3 the countertop installers came. The installers broke a chunk of the countertop off, in front of where the faucet is to go, very noticeable! They glued it back on, but still very noticeable and very beige in that area, due to buffing, I later found out. I also noticed all of the edges were very beige , not just a shadow from the sun.

I mentioned it to the installers, they had taken pictures and would report to Polly. I contacted Polly from Multistone immediately. She agreed the countertop would need replacing due to the break. I also said that the product was being misrepresented as being white with gray, marble like streaks only, no beige.

I told her it was white on the sample at Lowes, it was white online in the store at Lowes, it was white in the pictures she had sent me online. Polly spoke with her supervisor the owner, he told me the edges turn beige after buffing due to the ingredients used to make and pour the product. I told him about the misrepresentation and samples out at Lowes, he was disappointed. They are willing to work with Lowes to make this mistake right.

Polly has spoken with several people from Customer Solutions at Lowes.

I also went to Matt in the cabinet department at Lowes immediately. I told him about the break and the misrepresentation of the color having beige edges, as I only wanted white with marbling, reintegrated several times with him. The countertops would have to be replaced anyway and I wanted to return them. He said, unfortunately its not like returning a screw or something off the floor, I could return them through IME, Installations Made Easy, a separate Lowes department, and then he sympathized and apologized with me about the mishap.

He then printed off all the information I may need, including the phone number, to return the countertops and reclaim my nearly $5000. I started calling IME directly after getting the phone number. IME gave me the directions number to Customer Solutions with Lowes. Somewhere down the line after the many calls and documentation of conversions, and along with pictures emailed to Madeleine, I was told that you, Ashley is handling my case, that person on the phone gave me your extension.

I dont believe I have ever spoken with you, you were always out. Kindly enough Rita has helped tremendously and forwarded the pictures to the supervisor and let him know what was going on with this situation that desperately needs to be resolved ASAP. I think I called four times yesterday, March 29, and a lady said the case is still pending and that they would have to hear directly from the sales guy, Matt, that he said the countertops could be returned. It was 4PM very difficult getting anyone on the phone, I did reach Matt.

He said he would be glad to call, but would also have to speak with his supervisor, he would call me back. I drove to Lowes knowing they probably would go home at 5. Matt is usually friendly and outgoing, he was extremely cowtailed! Chris was present, as well as, Nick, the acting store manager, I was told they could no longer discuss this issue with me.

They were all hush mouth, I looked at Matt and said you look as though you were beat with a bull whip? Chris chimed in and said he trained Matt and he spoke with him personally, he would not have said I could return the countertops, and then Chris told me Matt did not say I could make the return. Chris was not present during the times I had spoken with Matt nor during my purchases with Matt, and certainly not Nick, the acting store manager. They then said they had spoken with Customer Solutions and I would have to go through them.

I remained sitting and called on speaker phone. I reached Rita, whom kindly enough, again let me know what was going on, and would reiterate in an email.

Back to the time line, which is important to follow. March 11, I went to Lowes to let Matt know how the lack of progress was going on returning the faulty countertops. He was going to ask someone if I could take another route for a faster return, I said no, Im sure its going to happen any day.

I still needed countertops even though I had money out for the Dekton. We walked around and I picked, along with Matt verifying the whitest quartz that Lowes had on sample display. I stayed with Lowes because I thought maybe we could just apply my money owed and it would be smoother and easier. The subtotal for the quartz is $6228, a Lowes brand, more expensive than the Dekton, but a natural product that is colored the same throughout and doesnt change once buffed.

March 25, Sage Surfaces came and measured, oddly enough, the guy mentioned the bad noticeable break and unsightly edges on the Dekton, and continued to tell me more about the product and the coloration.

March 28, HD made good on their mistake 100% plus. The cabinets were hung 2 too high, so the original crown didnt fit. The baseboard was off the floor and 2 x 4s and shims showed, incorrect spacers, cabinets hung too far over to match the one opposite the stove vent. They fixed everything and even apologized, instead of avoiding and pretending a mistake was made!

Now into the 4th month of not having a usable kitchen!

I have spent the majority of money for the remodeling of my home at Lowes, thousands. Nick, the acting store manager, only said thanks for shopping at Lowes. Where is the customer service??? I need a full refund for the Dekton countertop, including the restocking fee, it cannot be resold, it is broken!

I was told it could be returned, but Matt, who was new at this job and in training, for fear of loosing his job, he will no longer speak out.

I, as an understanding person, as a Customer is the reason Lowes is in business, Get it done right. I need my money ASAP like Lowes did when I made the purchase.

Please Ashley, let me know what is going on in this case, dont leave me guessing and having to call and speak to various other people.

Attached are the pictures I sent to Madeleine.

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Loss:
$4826
Pros:
  • Military discount
  • It is close to where i live
  • Friendly clerks
Cons:
  • Buyer beware
  • No customer service skills when there is a problem
  • Poor management response to my issue

Preferred solution: Full refund

User's recommendation: Ask a manager about refunds upfront on large items. Beware! Shop Home Depot.

2 comments
Guest

File a claim in small claims court. Lowe's claims department doesn't care about you.

Guest

There are different shades of white. Even the doors on your cabinets look different than the side of the cabinet.

What is broken? The picture of the faucet hole shows what appears to be a seam which will occur in an long piece of countertop and the placed it at the sink which will only have a small area of the seam showing and is a proper place to put it.

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Joseph V Cvo

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Verified Reviewer
| map-marker Morrisville, Pennsylvania

A customer service representative is unreachable and the computer assist running in circles. It sound not even get my phone number correct.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Frustrating

Customer disservice.

Impossible to reach a human to get assistance.

Lowes has no respect for a customers time. The system is setup to discourage the customer in the hope that they will go away. It definitely has discouraged me from buying at Lowes.

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Summary

Lowe's is a public home improvement company that was founded in 1946 when Lucius S. Lowe opened his first store. The company is headquartered in Mooresville, North Carolina. The tagline of the company is: ''Let us build something together''. This chain of retail and home improvement and appliance stores is represented in every U.S. state and Canada. In 2009 Lowe's is going to open its stores in Mexico. The company is ranked 45 in the Fortune 500 list. Lowe's offers its customers thousands of products in stock and much more through a Special Order Service. Lowe's selection of tools, kitchen appliances, cabinets, cabinet hardware, countertops and paint cannot be easily compared to any other home improvement stores.In 2006 Lowe's offered special house plans for those suffered from the hurricanes.

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