Lowes

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!

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.

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.

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.

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.

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

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.

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

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.