ComplaintsforLowes Canada

• Initial Complaint

  19/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a written off credit card with Lowe's (********* ****). A few years ago they offered me a settlement amount of $1089.55. At the time they told me the amount was US dollar. They told me to get a draft and mail it in. I did so however recently I've learned the draft was not cashed and the account continues to impact my credit history to this day. Over the last two months I've tried to resolve this to be told on 2 separate occasions a new settlement amount to only be retracted after the fact. The reason given to me is they thought it was a US account and afterwards learned it was in fact a Canadian account. I want ********* **** (Lowe's) to honor their original settlement amount of 1089.55 or at least honor their most recent amount quoted of $1362.00 (06.19.23). I cannot seem to call this finance company and get assistance, they seem to always assume I am American and that the debt is a US debt which is exactly why this account wasn't paid off years ago. I feel they should correct my credit history since the original quote of $1089.55 as well.

  Business response

  26/06/2023

  Hello *****

  Thank you for reaching out regarding your query.  I have reviewed the case and details that were provided and that is the correct contact information regarding the Lowes Credit Card account however I am looking to see if there is an alternate point of contact that can better review the account and discuss in better detail as our online team does not have immediate access to the financial detials linked to the account. 

  Once we confirm on contact details we will share these to allow you to better review the account status and personal information assoicated to the account registered for the Lowes Credit Card. 

   

  Customer response

  26/06/2023

  
  Complaint: 20205983
  
  I am rejecting this response because:

  I don't understand what you are asking of me. Are you asking for an alternative contact method to reach me in regards to this issue? If so the answer is no, for the reason that in speaking over the phone directly with ********* ****/Lowe's over the past few months I get nowhere (language barriers, no callbacks as promised from management, when management does call me they call at incorrect times while I'm working, the manager leaving voicemail with no name or proper contact number). I'd prefer to deal with this issue through the *** for these reasons. ********* ****/Lowe's misguided me in 2022 by telling me I should pay 1089.55 USD to settle the account (wrong information) then they lost my draft (payment) I assume because this is actually a CAD $ account so I was misinformed by the ********* **** agent. Now I am out that money and this has been impacting my credit since that time. Please review your recorded calls and fix this issue - I want this matter resolved immediately.

  
  Sincerely,
  
  ***** ******

  Business response

  05/07/2023

  *****,

  Thank you for your patience.  I have shared the request with the Finance Team to review the account and asked that they connect with you as the account details are unable to be discussed with anyone but, the account holder.  This will be the best opportunity to have this addressed / resolved and I appreciate the opportunity to look into this in more detail.  

  If for any reason they do not reach out to you directly the only number we have is the main number you contacted originally and they would be your point of contact for anything further on this matter as the Online Support Department is unable to view the account details directly. 

   

  Customer response

  06/07/2023

  
  Complaint: 20205983
  
  I am rejecting this response because:

  I have attempted to resolve this issue by calling this phone number you mention and I've had no success. I will go to a lawyer next if this doesn't get resolved by tomorrow July 7 2023.

  
  Sincerely,
  
  ***** ******

  Customer response

  06/07/2023

  
  Complaint: 20205983
  
  I am rejecting this response because:
  
  I have attempted to resolve this issue by calling this phone number you mention and I've had no success. I will go to a lawyer next if this doesn't get resolved by tomorrow July 7 2023.
  
  
  Sincerely,
  
  ***** ******

  Business response

  14/07/2023

  We understand the frustration and apologize that we have not been able to offer anything more direct towards a solution. 

  The team has been updated that we are awaiting their resposne and that we are needing to be able to share details with yourself as well and they are still processing our inquiry. 

  If you are moving ahead with other actions to resolve that is absolutely an option and we hope that you are able to reach a resolution soon.  From our side we will continue to push to have them update as quickly as possible and reach out to you directly from our finance team.

   

  Customer response

  17/07/2023

  
  Complaint: 20205983
  
  I am rejecting this response because:

  I require ********* **** to honor their proposed settlement recommendation. 

  Depending on which of the two settlement recommendations ********* **** decides to honor, please mail the debt settlement confirmation letter immediately to my attention via mail @ *** ******** *** ****** *** ****** ****** or by email to **************** for either the amount of $1089.55 CAD (2021) or 1362.00 CAD (2023). The letter should confirm the debt is settled upon receipt of payment. 

  This matter continues to effect my credit history negatively. I urge immediate resolution or I will continue to escalate the matter.

  ***** ******

  ************

   

   

  
  
  Sincerely,
  
  ***** ******

  Customer response

  17/07/2023

  
  Complaint: 20205983
  
  I am rejecting this response because:
  
  I require ********* **** to honor their proposed settlement recommendation. 
  
  Depending on which of the two settlement recommendations ********* **** decides to honor, please mail the debt settlement confirmation letter immediately to my attention via mail @ *** ******** *** ****** *** ****** ****** or by email to **************** for either the amount of $1089.55 CAD (2021) or 1362.00 CAD (2023). The letter should confirm the debt is settled upon receipt of payment. 
  
  This matter continues to effect my credit history negatively. I urge immediate resolution or I will continue to escalate the matter.
  
  ***** ******
  
  ************
  
   
  
   
  
  
  
  Sincerely,
  
  ***** ******

  Business response

  20/07/2023

  Good Afternoon, 

  I have received a response from the escalatoin with our Finance Department that the matter was reviewed and handled via superviosr with their team directly with a final resolution offer of the following:

  - dispute raised on 6/19/23
  - Customer called multiple times on 6/19/2023 and been advised that account is non workable due to dispute status
  - Supervisor call back arranged and customer been informed to make payment by mail or western union by US currency.

  At this time, they will be your point of contact to finalize the account status and ensure any funds that were sent to clear and close the account have been received and applied successfully. 

  Thank you for the opportunity to investigate and have a wonderful rest of your week!

  Customer response

  21/07/2023

  
  Complaint: 20205983
  
  I am rejecting this response because:

   

  This response doesn't even address the concern. It makes no sense why this debt is in US funds as any debt was established in Canada. I did not authorize or take out a USD debt in my name with Lowe's or ********* ****

   

  I want a letter mailed to me confirming that $1088.55 Canadian dollars will settle this debt as per the original settlement agreement. Please also include payment instructions. Please mail the letter to:

  *** ******** ** ****** ** *** ***
  Sincerely,
  
  ***** ******

  Customer response

  21/07/2023

  
   
  Complaint: 20205983
  
  I am rejecting this response because:
  
   
  
  This response doesn't even address the concern. It makes no sense why this debt is in US funds as any debt was established in Canada. I did not authorize or take out a USD debt in my name with Lowe's or ********* ****
  
   
  
  I want a letter mailed to me confirming that $1088.55 Canadian dollars will settle this debt as per the original settlement agreement. Please also include payment instructions. Please mail the letter to:
  
  *** ******** ** ****** ** *** ***
  
  
  Sincerely,
  
  ***** ******

  Business response

  28/07/2023

  *****, 

  We are working with the finance team who has escalated your request as provided to Synchrony for further assistnce.  Once we hear back on their reply we can update but, they have been asked to contact you directly to completely resolve this matter fully. 

   

   

   

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lowes canada sold me a welder fc90 that is out of warranty based on its serial number. I just purchased it 3 weeks ago. I called the manufacturer and gave them the serial number and product code, there reply was go back to the store where you purchased this because it's out of warranty and the unit was refurbished. When I called Lowes for a return because the unit they sold me is old and not working properly they replied we can not return the unit because it's been used so you have to go through warranty. No one will warranty a unit that could potentially be stolen because the stores receipt does not have the units serial number associated with it. Lowes **** ****** ********

  Business response

  22/06/2023

  Good Afternoon, 

  Thank you for reaching out and allowing the opportunity to review this in more detail. 

  I have connected with the store where the unit was purchased and discussed the matter in detail.  With the order showing placed on 5/20/2023 and time for delivery ***** ******* ***** has taken the information and agreed to review the product in store for return/refund options on the unit.  As this is not a store stocked piece they are agreeing to review the product and assist with return but, will require to hae the following details to complete this process: 

  - Original order # and confirmation email 
  - Product purchased and original packaging if possible to allow them to compare and validate the serial number of the item purchased 
  - Photo ID and original payment method to validate you with the original purchase. 

  The store closest to you based on the Postal Code on the order is located at our London - SouthWest Store locate at 3375 Wonderland Road South.  ***** has advised the team at the Customer Service Desk as well as the Managemet Team so when you are able to visit then they will be able to assist you as quickly as possible. 

  Please note that this item is not a store stocked piece so if a new/replacement item is needed it will require a new order to be placed to fulfill that process.  

  I hope this is able to fully resolve your query and I wish you a wonderful rest of your week! 

  Customer response

  22/06/2023

  
  Complaint: 20169626
  
  I am rejecting this response because: I am not driving an hour each way to drop off an item that they sold me out of warranty. have them send me a return label to the house and ill send the unit back for a full refund. 
  Sincerely,
  
  *** *****

  Business response

  30/06/2023

  I have been able to assist in having a Return Label Created for you in an effort to help in returning the item for refund.  I have attached these to the reply so you can print and use these to return the product in the original packaging for refund. 

  I hope this helps in resolving the matter at hand and wish you a wonderful weekend! 

• Initial Complaint

  26/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 19th 2023 I ordered an outdoor furniture set from ********. It was shipped and charged to our visa on March 20th, 2023. The cost was $2035.04. It was shipped in three packages via *****, who doesn't deliver to my community. ***** sent the two smaller boxes via ****** ****, and returned the larger box to sender. I sent the two small boxes back to Lowes, as directed by a lowes customer service agent. Both boxes show they were delivered back to lowes as of April 19th, 2023. My refund still has not been processed. I have spoken with a couple different agents trying to find out what is taking so long, as I was told (and the website states) that the refund should be back on my card within 5-7 days. It has been 5.5 weeks. I spoke with another online customer service agent today, she said they are 'working on it' and it was their 'busy season'. I am beyond frustrated and would like my money back! I should not be carrying this debt on my credit card! I have all the chat transcripts from the customer service agents, a photo of lowes website showing they have been 'processing' the refund since april 19th, and a photo of their return policy from their website. They won't upload as they are not the correct file types. I have attached the purolator tracking info from the two boxes I returned. It is under one number, as lowes told me to do, but it clearly shows two separate packages being picked up and delivered.

  Business response

  29/05/2023

  Hello *****, 

  Thank you for sharing the detials of the order and stauts with the return.  I appreciate the information and the opportunity to assist.  I was able to locate the note verifying the return as successful and have the refund applied to the Original Payment Method and released today.  This should post to your statement within 3 to 5 business days depending on your bank. 

  Apologies again for any delayand frustration this caused and thank you for allowing us to help in this coming to a solution for you. 

  Have a wonderful rest of your day! 

• Initial Complaint

  21/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, There are likely a ton of notes starting from web order # ******** on April 18th, to the current work **************). From my understanding there have been issues on your software end changing the category of the service from electric to gas, not the closest location to the address but the closest one that has the product in stock. Not reaching out to the customer when things change or for clarification. Not having a removal prompt in the web page. Delays setting a schedule, delays keeping that schedule and the only contact for any event in a timely fashion was through the assigned service technician the day before the second scheduled appointment then again the morning of the install date to inform us that they were sick. As is, the ordering scheduling service system is set up currently, I feel like you're wasting many consumers' time to pass the buck back upon them. I have spent well over 6 hours in arranging my schedules, reorganizing the space to be useful between the install date that didn't happen as well as planning, scheduling, troubleshooting for an organization that has no excuse for their haphazard system. The tank arrived at my home damaged likely from a forklift. My home being an oil boiler with an indirect storage tank meant that my draining the tank and boiler beforehand to save the installer and I time for our normal weekend work prevents a simple fill it back up with water(air lock), waiting until a new tank and install date can be arranged. Upon calling the store to talk to customer service before continuing with the install resulted in leaving a voice mail at the customer service desk two hours ago(11:40 may 20th 2023). So now I get to reach out to customer services and installation support to figure out how to have my fourth install date for the same order. Tell me how this is being addressed and if you have any questions on details surrounding these events please let me know.

  Business response

  29/05/2023

  Good Morning, 

  Thank you for your patience.  We have received the file and are investigating to identify the reason for the delays and communicaiton interruptions on this order.  The store has been contacted to provide information regaring the delivery fulfillment details so we can work to a solution.  We will work to have this resolved as quickly as possible. 

  Customer response

  30/05/2023

  
  Complaint: 20087741
  
  I am rejecting this response because:
  While I appreciate the timely update. The complaint is being addressed it has not resolved. *** should have a note/option to allow a rejection to not impact a scoring. Most valid complaints I imagine can be little more than acknowledged by a company within a 48 hour window.

  I was reached out to directly by only one person with any actionable discussions and we played phone tag Friday and got in touch today with **** ***** in regards to the water tank install. The more pressing and important part of the complaint is the disconnect with online ordering and the gaps in communication.

  
  Sincerely,
  
  **** ********

  Business response

  08/06/2023

  ****, 

  Thank you for your reply.  I am continuing to investigate into this matter in more detail as the informaiton has been shared with the store for more detail and assistance in allowing us to best answer and reply to your concern.  I apologize for the delay and hope to be able to update you as soon as possible with additional details to move this matter forward. 

  I appreciate your patience and will communicate any new details once they are avialable 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩