Lowes
Reviews and Complaints

On November 24th, 2024, I purchased a refrigerator from the Lowe's store 1190 in Pinellas Park Florida. At the time of the purchase I ask the clerk to add the points to my account by my phone number.

She indicated it would be too much of a bother for her to do that and that I had 90 days to add the transaction number date and store number in my account. I have been doing that since my refrigerator was delivered to my house on December 5th 2024, and the credit card has already been paid off! And Lowe's has their money.

I have been trying every day once sometimes twice a day to get the points added to my account and it says that that my transaction cannot be located. Call corporate went to the store nobody seems to be interested in trying to resolve my issue.

On April 16 2024 I placed the order for the countertop and backsplash through the store representative - Caron Pieters. She had given me an estimate of $3861.00 for the counter ( 45 sq foot) and 1964.40 for the backsplash (paid minimum 25sq ft, though it is 19sq ft)) see attached contract.

She mentioned that the sink cutout, eased edge, were all included in the price. The deposits were paid that day. I called Installation Made Easy (IME) for the appointment 877 477 ****.

The measurement appointment was initially scheduled for April 20 by your 3rd party provider Stone systems (SS). Im a physician in the hospital, I did not receive a call the morning of for an update as IME mentioned would happen.

I had taken a day off work, rescheduled all my patients t I called in the morning to confirm and was told that the person called in sick and they would have to reschedule, they had not reached out to me. It was rescheduled. Alex from stone systems came to measure it. He had told me that we would need two seams placed based on the elevator width.

His square footage measurements were less than 45 sq feet for the counter top. I received an update work order from Lowes/IME May 1st 2024 with a cost of 7,072$ for 79 sq feet instead of 70 sq feet , in addition there were charges that I was not told about. A $1,247 price difference.

I called IME for an explanation of the price difference and they were not able to provide me with the information adn told me to contact SS. SS informed me that they do not have the pricing information and asked me to call Lowes/IME again.

This continued, for 3 rounds of phone calls with ME telling me they can not give me pricing information without speaking with SS.

I waited a few days and when I did not hear back, called again I had to speak with 3 agents at SS, On MAY 1st 2024 Elobie James

ejames@***e-systems.com -told me I would be paying for all the wasted material as well, because of where the seams were placed. This process took over one week with me having to spearhead the entire process.

I then asked how the cost could be lowered, Stone systems told me they needed to speak with their technician. I asked Lowes for a follow up as well. I did not hear back from Stone systems and called again.

Once again, a three-way communication was initiated by me between IME and Stone systems. After reviewing all the data I made the decision to proceed with the initial 2 seams. I called Lowes /IME and paid for the order. I called Stone systems and stated I finalized 2 seams, I also contacted the installer Alex via text and told him that I would be proceeding with the counter.

with 2 seams and received an affirmative response that it was noted.

1. YOur in store rep did not tell me that we were responsible for paying for extra material, and a > 1 K difference in price is extensive. Had she done that we would have gone with another provider since the cost was less when we price shopped.

2. The sq footage difference and price did not match, and there were extra charges of unclear etiology - 3 reps at IME/Lowes were not able to tell me what those charges were.

2.

It took me, the consumer, to make multiple phone calls between your online IME department and SS a 3rd party you use to determine the cost change.

3. May 1st I had to make a conference call with your vendors to determine why the price of my counter was increased and what the charges were.

4. We have now had to extend our lease n the apmt again

Coordinating your 3rd party vendors is completely inappropriate for a customer to have to do. Also your IME service did not call, provide updates or even know the reasons for the price increase.

The inability of your vendors- IME and SS- to coordinate created a 2 week delay

I scheduled the date of installation as May 20. on May 20, your installers arrived. While they were starting to install the counter, I noticed that the countertop had 3 seams instead of the 2 seams that I had purchased. I asked to see the diagram (photos attached,) and noted that the diagram had 2 seams.

I had to call Lowes, who then transferred me to Stone systems. I spoke with the manager at Stone systems Drew. He stated that they had made an error in cutting the stone. He told me that I can send the material back and he would let me know by the end of day if material is available and when the new countertop with two scenes can be installed.

I did not hear from him by the end of the day on May 20.

May 21 I called IME. I told them my issues with the countertop. They said they would discuss w Stone systems and get back to me. I did not hear from either of your vendors.

May 23 I called Lowes IME again. They were not able to provide any information. I asked to speak to a supervisor. I spoke with Tiffany, who told me that the issue would be resolved and that customer care solutions would handle it.

During this process, I made multiple phone calls. You can see the notes from your system, none of the representatives were able to give me any information, they told me that the countertops since it had not been installed, was not under their jurisdiction, when asked to speak to a supervisor it is transferred to a voicemail where I left multiple messages and received zero callbacks.

May 23 I called Drew from Stone systems again. At that time, he told me that "he has 50 jobs, and these errors occur" I asked if there was material and I would hold while he obtains the information. He said all the material is available.

He sent me three photos. I told him they were not clear and I was unable to determine the design. He then told me that making the design cohesive would cost extra. I told him I would speak with Lowes since this is not part of the process.

Your IME department was not able to help again. I spoke to a supervisor Irene and Tiffany.

May 24 I called and left messages to IME for follow up

Eventually after multiple calls, I was transferred to named Melissa who said she would call Drew and let me know by the end of the day. She did not call back. I texted Drew Ive not heard back.

I escalated this to Lowes corporate.

May 28 after texts, phone calls Tiffany who said she would let me know about the update and back to Melissa who still did not have an update. I have attempted to call regional offices,have tried means of escalating this and now emailing you. I will post on social media since I have no other means to speak with anyone who will assume responsibility for these egregious errors

This is poor customer service. The lack of knowledge of your vendors, their inability to troubleshoot and facilitate a project, the lack of customer support, makes recommending Lowes for any kitchen renovation impossible.

You should value the importance of timely communication and delivering work that has been paid for.

I await your response, thanks.

Ramya

PHONE NUMBERS CALLED

877 477 ****. INstallation made easy /Lowe's

973 264 **** Stone sytems

973 251 **** Drew SS

973 251 **** Alex SS

lowes corporate 877 465 **** x2 installation made easy support team

888 516 **** X 3

877 505 **** Lowes Instal

866 891 **** CUSTOMER SOLUTION MANAGER

customer service manager - melissa /ari x 7338

After all this and speaking with a horrible 3rd party vendor LOWES reimbursing me 250 dollars for 7000K countertop

On 11/19/24, I was inside a Lowe's paying for my items at self-checkout and I was sprayed with a water hose. That's right, a water hose.

I turned around and the associate was laughing and didn't apologize or offer me a towel. I was livid, walked out and tried to call customer care, but my phone was wet and wouldn't work. I emailed them as soon as I got home and I'm still fighting them to get a new phone. I don't have any communication right now without a phone.

I have been to Lowe's to talk to the manager and they submitted a claim, which will take 3 or more weeks. Would the manager like to give me her phone until I can get one?

Poor customer service at its best. Lowes wants to pond it off their insurance company which doesn't answer the phone.

I ordered kitchen cabinets from Lowes in Glen Burnie MD. The designer is fantastic and has done three previous orders without any issues.

The lead time to get my cabinets was 3-4 weeks. Time passed, that date came and went. The manufacturer showed them shipped. However, the store never received them.

After contacting Diamond and maker of the cabinet, they finally showed up at the store a month later. I was told they had been remade. They were then set up to be delivered to my home. I did not get a call last night from the delivery people and when I was finally gotten through to talk to someone at Lowes, they gave me the delivery company's number.

I called, they don't seem to have a record of my cabinets to tell me when they are coming! They then switched me to a survey. In the meantime, I have an email stating my order was picked up from Lowes -- Thank You! I will NEVER order from this place again!

It has been nothing but *** since November trying to get my order!!! Lowes needs to close their doors if this is the way they are doing business!

Bought my husband a gift card iao $100.00 a year ago. He couldnt find it and when he did he went to use it and they told him there was no dollar amount on it.

There is only the 2 of us that live at this house so it was never used. I have the receipt here and there is not one number on it that is the same as the number on the gift card. I went just last week and bought another cheap gift card it doesnt have a number on the card that matches the number on the receipt. That tells me I guess there are thieves there.

You can call customer service til your death and they wont answer the phone. You can buy any type of gift card from lowes and get a gift receipt with the card number on it but, not a lowes card you do not get a gift receipt.

What does this mean is lowes a thief. If a customer can't use their gift card they keep the merchandise or possibly the money.