ComplaintsforRetail Direct LLC
Delivery Service
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Complaint Details
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Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We ordered an appliance from Lowes home improvement store in which we paid $1900 for. When Retail Direct delivered the appliance the movers bumped into our couch and put a hole in it. A relative who witnessed the event pointed out the hole to the movers and they said to file a claim. We did so but after two weeks received a letter saying that our claim was denied because there was no proof that that hole didn't happen previously. The letter also stated that because straps were used to bring the appliance in, it could not have made the hole which is 100% inaccurate. I have called and emailed the company to dispute this decision but customer service operators refuse to allow us to speak to a manager. We have emailed pictures of the hole and have requested $200 to reupholster the hole that their employees made. Unfortunately, this company keeps avoiding us or asking us to send more pictures of the same hole (without allowing us to speak to someone in charge) This dispute and exchange of calls is now 2 months long with no professional plan in sight.Initial Complaint
08/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased from Lowes a refrigerator on 9/4/22 and had it installed on 10/5/22 (the earliest available due to stock). Lowes hired Retail Direct to install it, which was a total nightmare. They connected the fridge to my existing water line. They did not communicate there were any issues with this or any leaks. Later that evening, I discovered water leaking in my basement from the fridge. The water ruined a ceiling tile, a ceiling light, and leaked into 2 rooms in my basement. A 2nd installation crew came and advised that the connection point on my water line was broken by the installers connecting it that way. A 3rd tech came to my house with no tools and confirmed the same. After much back and forth with the store, we hired a plumber to replace the piece the part the installers broke and properly connect the fridge on 10/11/22. *********************, the Lowes manager reimbursed me for the plumber. However, he referred me to ************************ to deal with the property damage. The store initiated a claim and I received a voicemail from the installers with the claim number and instructions to email them details and photos. I did that, followed up several times, and never heard from them. I followed up repeatedly with ***** and still nothing but referring me back to the installers.The ceiling tile in my basement still needs to be replaced. And my basement and ceiling light fixture need to be tested for water damage. I don't think testing and repairs will be a huge endeavor. I have copies of communications, photos, and videos shared with the store and installers.I would like Lowes/Retail Direct to replace my damaged ceiling tile and run water tests to confirm there is no continuing damage and that the leakage is completely dry. In the alternative, I would like to be reimbursed for hiring someone to run the tests and make the repairs.Retail Direct Claim #****** Loews Transaction # ********, Lowes invoice#*****Initial Complaint
06/23/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The date of delivery was April 20, 2023. They back into the driveway. The amount of the washer was $1,211.70. To deliver the washer and pedesal. They were to take the old washer away. The dispute is they were in the driveway, which is not permitted. I heard the noise and ran out down the driveway and they said they ran over a curb. I found out days later by another delivery guy he asked me did they come in the driveway I immediately said yes. He said let me show you something. He showed me crushed gutters at the corner of my house. The business denies the claim and said they have pictures. They were halfway in my driveway. The noise was pretty loud. They said I had to have a video of it. Who comes out with a camera in the middle of a delivery. Transation no. is *********. It was a Whirlpool washer. Item no. ******, invoice ***** Types of Resolutions is poor delivery, refund for damages and a apology letter. I want a refund for the replacement of my gutters.Initial Complaint
06/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
9/5/22: I purchased a refrigerator and water hose, to connect the refrigerator to the house, from Lowes.10/1: Retail Direct (RD) (third party hired by ***** to deliver and install the refrigerator) delivered the refrigerator and installed the hose with the adapter. They tried to turn the water on under the sink, but it did not work. They advised me to call a plumber to fix what was wrong under the sink.10/5: The plumber came and fixed the problem under the sink. He had to turn the water main off to the entire house first; then turn the water main back on when the repairs were finished. The plumber left at 11:00 a.m. with no leak showing. I did not arrive home until 8:00 p.m. when I discovered the leak and flood in my kitchen, laundry room, bathroom, and bedroom.The plumber came back to assist me with the leak that evening. He found the leak was coming from a pipe doped fitting at the refrigerator. The compression female adapter with a male supply line was loose at the compression fitting allowing water to spray into the kitchen because RD had only hand tightened the connection. I filed a claim with RD twice and was denied twice. I went to ****** seeking help. They filed a claim on my behalf and RD denied liability for a third time.One contractor estimated damages at $17,126.52. Water mitigation cost $4,000.A second contractor estimated damages at $26,898.63.RD workers were the only people to touch the connection where the leak occurred. They claim the plumber should have checked that connection, but the plumber was hired to fix a valve under the sink, which is on the opposite side of the kitchen.Initial Complaint
05/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased an Item from Lowes in *********, ** on 02/18/2023 and opted for home deliver. On 02/25/2023, the item was delivered. The delivery driver smashed into garage, causing a significant among of damage. The incident was recorded on video. I have attached photos of the damage but am unable to attach the video due to the format.I was instructed to file a claim with Retail Direct and followed through. I was then instructed to obtain two separate quotes for repairs of the property damage. Despite several attempts to multiple contractors in my area, I cannot find anyone to complete the repairs. Therefore, I agreed to a settlement with the company on 3/29/2023. The agreement indicated that I would be provided with the settlement within 30 days of executing the agreement. As of today (5/12/2023), it has been 32 business days and I have not received anything from the company. I requested a status update last week, and on 5/10/2023 and the company will not provide any indication or reason why they have not provided me with the settlement. It has been nearly three months since the reckless driver put a hole in my garage. Damage was caused to my roofing and since February, melting snow and rain have been allowed to enter the damaged areas. The company is refusing to comply with the settlement agreement and meanwhile, there is a hole in my garage that I cannot afford to fix. Please help me resolve this issue. I am disgusted that this company's leadership allows this kind of business to occur.Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On January 10, 2022 I was struck by a Lowes semi appliance truck that totaled out my truck and caused a severe back injury they are trying to negate. I'm suffering from a herniated bulging disk with an annual tear. I was hit so hard in my *********************************************************************************** half as well as the truck itself by the back window on the opposite side. If a cast iron truck split due to the severity of the collision I wonder what happened to the internals of my body. I've lost out on wages from being a contracted floor coverer, I laid carpet and tile and worked for dish network as an independent contractor. The accident occurred on Arlington Street as the Lowes driver is trying to make a right hand turn from the left lane of a double road and didn't see me in the right lane and hit me from the driver side and left me without work. I'm drowning in credit car debt because of it.Initial Complaint
05/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We ordered a refrigerator from Lowes on March 17, 2022 (Order #: *********). On March 20, 2023, Retail Direct employees arrived at my property to deliver the refrigerator. During the delivery, Retail Direct employees significantly damaged the structural frame of our front main door and storm door. As demonstrated in the attached pictures, the door frame is damaged, and the glass door does not properly close. Further, when it rains, water enters our home as a result of the damage caused by Retail Direct employees to the front main door and storm door. On March 20, 2023, Retail Direct employees acknowledged the damage to our front main door and storm door and offered a $200 Lowes gift card to cover the damage they caused. We declined the offer made by the Retail Direct employees on March 20, 2023 because we wanted to understand the extent of the damage and obtain an accurate estimate of the cost to repair the damage. We have tried to contact the company 11 times no resolve this but have stopped receiving responses from them.Initial Complaint
04/29/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Retail Direct was suppose to make a pickup between 9 to 1 on 4/27/2021. After 1:00, I called multiple times and was strung along until 6:00PM when the Retail Direct Associate informed me that he would reschedule for 4/29/23. On 4/29/23, after I call, I find out that it is not rescheduled. Unfortunately this is the only delivery service that ****** uses and I am stuck with them.Initial Complaint
04/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We had a washer and dryer delivered by this company while delivery they broke my water line and flooded my back room. They feel they was damage before now if that was so tell me why the water company had to come out and turn my water off and they witnessed what had happen and I had another eye witness there as well. They tried to say the damage was already done just how do you run a house hold with no water?Initial Complaint
04/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Damage was caused to my home by Lowes employees in July 2022 while removing a refrigerator from the home. I filed a claim like instructed and have done everything asked of me. Sent pics of damage, sent 2 quotes from contractors to fix the damage as requested and now they have completely quit responding to me. I have the email chain of all communication between me and *********************** for claim #******. They have tried to low ball me by offering $150 and then $400. I am just asking for them to pay completely for the damages and resolve this very simple case. Please help. It has been almost a year.
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Customer Complaints Summary
67 total complaints in the last 3 years.
1 complaints closed in the last 12 months.