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Complaint Details
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Initial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a refrigerator from Lowes last July, 2022 with a service contract. Last Saturday, Oct. 21st the cooling failed in both the refrigerator and freezer. I waited till Monday to call to make the claim. I was told that someone would call me back in a few days to set up a repair service. By Wednesday I had not heard from them so I called again and was told that they have decided to do a buy back and I would be sent a card to buy a replacement. I was waiting for the ** mail, which was wrong. So I called again today and was told that they sent me an ecard. Nothing came in my email as I check it every day. Then I was told to check my SPAM. In the mean time I discussed putting in a claim for food spoilage, which infuriated me as they needed a photo of spoiled food or receipt. Who saves grocery receipts? I threw away spoiled food as it began to go bad, never thinking that I would need a photo. I got hot and hostile with the guy so he hung up after he told me to check my spam. I am 10 days without refrigeration and don't know what to do except reach out to you. My claim number is **** **** **** **** **** 02. They always ask what phone number was associated with the purchase which was ************. The model number is WRF767SDHZ 04 and the serial # *********. I need a new refrigerator ASAP. I would prefer a reimbursement that I could use elsewhere as I am very frustrated with the way Lowes handles things. It was financed through synchrony. The total amount was $3,488 minus a bug spray product purchased at the same time. Delivery was probably part of that amount too. The amount remaining unpaid is $1,088.64. We were told that we won't be responsible for that amount. Synchrony account # is *************** 4.Business response
11/01/2023
11/01/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *************************
RE: Case #: 20801262
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/01/2023 correspondence regarding a complaint that has been filed by **************************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and with ************************* to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
**************
Lowes Executive Customer Relations
**************Initial Complaint
10/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I Purchased a Side by Side refrigerator on 02/06/23,It is ********,Galley Series Model;GRSS2652AF1 I rec. it on 02/07/23, when It arrived it had a cracked shelf, I called that same day and reported it they gave me the service # to call.I called and they sent out a service tech.within two days, when he arrived I told him that the door was not lined up, he said sometimes that happens nothing to worry about, he ordered a new shelf and it was mailed to me within days the alarm keep going off the refrigerator I called for service 4 times they keep telling me how to fix the problem.On the fifth time they said a serviceman would be sent out .That serviceman maid a appointment did show or call.They maid another service appointment 07/25/23 he finally showed up he said that the freezer door was damaged(bent under the bottom ) probably in transit. He said he was ordering a new doormat would take 3 months. On 10/24/23 I called to check when it would be fixed,he said it would be another 3 months.I called Fridare to complain, they sent another service tech on 10/27/23 he called to inquire about the door, the service center said the first tech never ordered the door and they have no Stock on this door file #********. They also said that no time when they would have it in stock .They have offered the only solution to fix this door is to keep a towel under the door to keep the warm air from entering the freezer and causing the alarm to go off. They Also Said If They Ever Get TheDoor That I Would Have To Pay $153 +tax For the gasket ,It would not be Covered.Business response
11/01/2023
11/01/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: ***********************
RE: Case #: 20801016
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/01/2023 correspondence regarding a complaint that has been filed by ************************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and with *********************** to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
************
Lowes Executive Customer Relations
**************Initial Complaint
10/31/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered a new refrigerator online from Lowe's on Wednesday, Oct 25th. It was then delivered Thursday, Oct 26th. Upon delivery, I spoke with the delivery person about reversing the refrigerator door. He explained to me that he could set up someone to come by and do that for me. He asked if I was available that afternoon or the next day, Friday the 29th. I said this afternoon would be great, thanked him and then he left. No one showed up for the entire rest of the day and I received no phone calls about it. The next day I called the customer service line to find out what was going on and if someone was coming to my residence. They had no record of the before aforementioned agreement and informed me that the earliest time someone could come was Saturday, the 28th. Saturday the 28th comes and while waiting for them to show up, I get a phone call that the truck broke down and they need to reschedule my appointment to tomorrow, Sunday the 29th. They ask what time I would prefer, morning or afternoon. I say morning and we proceed to schedule a new appointment for Sunday the 29th at 10am. Sunday the 29th comes and no one shows up. All day long, no call, no show. Monday morning, the 30th, I call customer service again to find out what's going on. Again, they have no idea about any of this and have no idea why no one has shown up at my place yet. Instead, they just say they are going to add me back into the schedule queue and the earliest someone can get to me is the 31st, but they can't give me a guarantee that they will actually show up. Regardless of the numerous failed attempts on their part thus far, and the urgency in which I need the refrigerator to be worked on, they just say this is all we can do. Coming from a lifelong Lowe's supporter, I am appalled at the current state of customer service. I have never been treated so poorly before. The lack of accountability and the refusal to do anything to make my experience better is utterly shocking and reprehensible.Business response
11/01/2023
11/01/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: ***********************
RE: Case #: 20800158
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/01/2023 correspondence regarding a complaint that has been filed by ************************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and with *********************** to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
********************
Lowes Executive Customer Relations
**************Initial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
********************** ************ Bought Maytag refrigerator on 07-09-23. Order# ********* Invoice# *****. Lowe's delivered 7-11-23. Installation team plugged the refrigerator into 240 outlet instead of 110 outlet. Model MSS25N4MKZ04 SERIAL ********** STILL UNDER WARRANTY. Refrigerator stop working reported to Lowe's who directed me to **************************. ***y concluded that the refrigerator was totally damages due to installation issue (install team plugged refrigerator into 240 outlet instead of **** therefore not a warranty issue but a Lowe's installation issue. ******** is willing to talk to Lowe's, but Lowe's refused to call ***** at ******** phone number ************** to get estimate for repairs. I have communicated with ***** at Lowe's delivery ************** with the same results. I have call Lowe's again talked to ****** #******* , *******, couple of other reps. *** Lowe's store pushes me of to the Lowe's Delivery Warehouse, they push me off to the delivery company, who I have not been given the name off. I just need my refrigerator repaired, exchanged, or refund of my money. I have attached all refrigerator docs, ********************************* report, and communications with Lowe's.Business response
11/01/2023
11/01/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *******************
RE: Case #:20799896
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/01/23 correspondence regarding a complaint that has been filed by ********************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ******************* to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
**************
Lowes Executive Customer Relations
**************Initial Complaint
10/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I contacted the following executives and all Three Stooges ignored my complaint:Primary Contact *********************** Director Executive Customer Relations *************************** ******************************************** *************************************** Secondary Contact ***************************** Executive Vice President of Operations **** Lowes ******************************************** ****************************************** Chief Executive *************************** President and Chief Executive Officer **** Lowes Boulevard ***********, ** ***** ***************************************** I purchased a three-way light bulb that was defective and popped. I visited store ********************************* credit and I was refused because I lost the receipt. I called customer service and spoke to some low paid functional illiterate who refused to address my complaint, connect me to a supervisor and hung up. Why deal with Lowe's when the ********** is courteous, flexible and takes returns as long as they identify a bar code with no receipt. Lowe's is a nasty operation and I will never buy anything there as I am sure all the customers will say the same thing as long as they maintain this ridiculous return policy. These executives are equally as talented as the executives that promote advertising for Anheuser-*****. Great customer relations: ****** complaints listed with the BBB and one-star rating.Business response
11/01/2023
11/01/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *********************************
RE: Case #: 20799333
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/01/2023 correspondence regarding a complaint that has been filed by **********************************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and with ********************************* to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
****************
Lowes Executive Customer Relations
**************Initial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a Fridge and ********** at the same time. The fridge was delivered and install without incident. The dishwasher on the other hand had some ordering confusion and was left at the store for a month until I called to figure out what was going on and support was extremely helpful and fixed the issue and then shortly after I was scheduled with their installer. That is when the trouble began further. The disherwasher installer showed up and immediately acted like he didn't want to do the install. I live in a two store split level house and he saw the stairs and complained about them. I am physically fit and capable of helping so I offered to help him lift it up the stairs. He said okay and then grabbed his tools and walked up the stairs with me to look at the existing installation location and setup. I currently have a dishwasher installed and it works, but it is loud, which is the reason I wanted a new dishwasher. He wanted me to move like 3 cleaner bottles and a box of trash bags. So I did it for him. Then he claimed the drain line was under the cabinets which it is not. It is just tucked in the back and secured to the back of the cabinet and runs to the dishwasher. The installer then proceeded to complain that the dishswasher should be directly next to the drain and this isn't the correct way to setup a dishwasher in a kitchen which is absurd. At this point he claimed since the drain line is under the cabinets it is out of scope. At this point I didn't argue with the installer I just reported to Lowes and told them what happened. They said they would reschedule the company called to reschedule but then they never showed up. Then I called support again after weeks. Then they said they can't install and asked if I wanted to come pick it up. I asked if they could deliver they said yes. Then they canceled the order. This has been an extremely bad experience and not smooth at all.Business response
11/01/2023
11/01/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *************************
RE: Case #: 20799182
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/01/2023 correspondence regarding a complaint that has been filed by **************************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and with ************************* to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
****************
Lowes Executive Customer Relations
**************Initial Complaint
10/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchase and DeliveryBusiness response
11/01/2023
11/01/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *************************
RE: Case #:20799062
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/01/23 correspondence regarding a complaint that has been filed by **************************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ************************* to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
**********
Lowes Executive Customer Relations
**************Initial Complaint
10/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
VERBAL COMPLAINT ********* BBB.CONSUMER WAS TOLD THAT HE COULD NOT RETURN 5 BAGS OF GRASS SEEDS BECAUSE HE WAS PAST THE RETURN PERIOD. HE ALSO LOST 491 ON A GIFT CARD AND WOULD LIKE SOME ASSISTANCE GETTING HIS MONEY BACKBusiness response
11/01/2023
11/01/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: ***********************
RE: Case #:20804008
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/01/23 correspondence regarding a complaint that has been filed by ************************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *********************** to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
****************
Lowes Executive Customer Relations
**************Initial Complaint
10/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 13th of this year I was the intended victim of phone fraud. I bought the ************** as instructed, and would have been scammed worse with out the assistance of a manager at the store. I came home and reported the scam to the ************************* and to the BBB. I was contacted by ******* of executive **************** Phone ************ ex ****** who is the only person I gave the numbers to. Well I waited perhaps to patiently for everyone to see what could be done. I just wanted my money back. well I called Friday Oct. 27th and spoke with *******. I was told my card had been redeemed and my money gone. Really, where? As I had only given the numbers to ******* alone. She couldn't tell me how the card was redeemed as she's the only one I mistakenly trusted and gave the numbers to, that my money was gone and no one could do anything about it. I contacted BBB for help, tired to use **************** from ******************** and since the crooks couldn't get my money I guess Lowe's decided to steal my money. I want to know how the h*** they get the money anyway? Without the number? Even with the number how do the crooks get it in the first place? Your going to tell me you folks can't stop fraud? Something is very wrong with this picture. I am owed an explanation and $500.00.Business response
10/31/2023
10/31/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *********************************
RE: Case #: 20800331
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/31/2023 correspondence regarding a complaint that has been filed by **********************************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and with ********************************* to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
******************
Lowes Executive Customer Relations
**************Initial Complaint
10/30/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I May of ******************************************************** a price to replace one window in my garage. After a week of waiting for the email with the contract. On June 2nd I went into the ************ store, they were able to order the window and installation at the quoted price, I paid in full.Since then I have had many, many phone calls and excuses as to why my one window hasn't been installed. As of last week I was told again that the installation **** has excalated, a statement/promise I have had, about very 3-4 days. Not really sure where they are excallating it to. I still have not received a call from the actual installer as to a date. It will be 5 months since ordered!!Please help expedite my installation or a refund in fullBusiness response
10/31/2023
10/31/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *****************
RE: Case #: 20798322
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/31/2023 correspondence regarding a complaint that has been filed by ******************
Lowes has begun an investigation of the facts and claims set forth per your correspondence and with ***************** to address their concern.
Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
Sincerely,
**************
Lowes Executive Customer Relations
**************
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Customer Complaints Summary
13,745 total complaints in the last 3 years.
4,297 complaints closed in the last 12 months.