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Complaint Details
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Initial Complaint
10/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a washer and dryer on sale at Lowes.com. They have attempted to deliver the washer and dryer outside of the time frame I accepted. I called the store prior to the next day delivery to ensure it would not come early only for the driver to call me the next day and tell me he was done all his other stops and he was canceling the order as well as a female in the back ground yelling at me. I called to speak with a manager several times. Im a single working mother if ** expected to be at my home all day then that needs to be said. The person that called me to set the appointment up asked me which time frame and I chose afternoon. Speaking with anyone at the store was a waste of time. I was told with a funny tone that the time frame I picked Is not correct and they can deliver whenever they want sorry if I didnt understand this. When calling to reschedule my delivery the following week the automated voice on the store number was informing me my order was out for delivery on a work day which I had no knowledge of. Just today when I called the customer care team is telling me me order was out for delivery yesterday without any knowledge to me. The last I knew I spoke to **** at deliveries and was told my washer was dented on the truck and was being reordered. He was supposed to call me back. I called the store to find out what was going on and was told I had to come in to the store and reorder my whole order which I got on sale. Now today after I ask to speak to the district manager ************************* cancels my order. This happens after I called to make a complaint with customer care. When I call customer care today they tell me the store does not want to deal with me and theres no one I can speak to about my complaint. On a $2000+ order this is very disturbing and disappointing. I clearly see why the employees at the Belair ** Store#**** have no concern or professionalism with their customers. How easy would this situation be to avoid with proper MANAGEMENT!Business response
10/31/2023
10/31/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *************************
RE: Case #:20796558
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/31/23 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:
- Delivery Issues
- Status:
- Answered
I ordered 2 doors from them last year and it took almost a year for us to receive the doors because every time they arrived at Lowes, they were either damaged or the glass was scratched, so between scheduling issues and defective doors, they wasted about a year's worth of my time. But I gave them a second chance and ordered a door on May 29 PO#'s ********* & ********* (which was the door + installation for a Total of $823.65) When I purchased the door on May 29, they told me the door should be ready around the end of June (which was great because I had family coming in July). Then, one delay lead to another (which is standard procedure for Lowes) and I ended up getting a call from Lowes saying that the door would finally be delivered on July 26. Unfortunately, on July 26, I got a call from the installation company, saying that they just arrived at Lowes to pick up the door, but that the door was damaged. I then called Lowes myself, and spoke with ****** from Lowes, and he confirmed with me that the door was damaged and that they'd have to reorder another one (not surprising). I then received multiple calls from Lowes over the next few weeks telling me that the door arrived (but then somehow didn't arrive). I then received calls from both Lowes and the installation company telling me that the door had arrived and they scheduled a date to come out. I told the lady who I spoke with from Lowes to (PLEASE, check the door to make sure it's not damaged before the installation company comes to pick it up). At this point I wanted to save both the installation company as well as myself another day of time wasting by Lowes. However, the lady who I spoke to from Lowes didn't feel it was necessary for Lowes to check on the door before the installers were scheduled to come out and pick it up. So, as expected, on the date they were scheduled to come out, I received a call from the installation company telling me that they COULDN'T FIND THE DOOR. The rest of my story is attachedBusiness response
10/31/2023
10/31/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *********************
RE: Case #: 20795713
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:
- Service or Repair Issues
- Status:
- Answered
We purchased a large work order with installation from lowes. It was a front double storm door and front double door as well as back doors and shed double doors front double screen door was installed incorrectly. They re-ordered the door and it has been sitting in the warehouse for 7 weeks they set up the installation twice- did not show up either time- did not call to let us know- we lost 2 days of work for this as well spoke with multiple managers all reassuring me they would contact me to discuss and still nothing Our account is almost paid in full, continuing to make payments on time for a damaged product getting nowhere with the installation department there number ************ was told by one manager that she would rectify this and she really seemed she would help but nothing and every time I call "a supervisor is not available"we are seeking a refund for services not performed regardless of an incorrect door and work related income lossBusiness response
10/31/2023
10/31/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *****************************
RE: Case #:20795204
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/31/23 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
Dear Better Business Bureau (BBB),I am writing you to not only update you about my unresolved, unnecessary prolonged, and futile issue that I have experienced with Lowes for the past one more year, but I am also desperately, humbly, and sincerely asking for your help and intervention to get this case resolved and get my refund. I have submitted a previous BBB complaint (Complaint #********), which has remained unresolved by Lowes representatives regarding shower doors and installation. Please see the letter that I have attached to this message.Full Refund will be: $ ******* + $ *******= $ ******** All hard copy letters-receipts-documents have been mailed to the physical address of BBB (see above) and attached to this message.Business response
10/31/2023
10/31/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *****************************
RE: Case #:20795184
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/31/23 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.
******************************************
Lowes Executive Customer Relations
**************
Initial Complaint
10/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10-17-23 I went to Lowe's on ********************************* W. Cola, ** ***** & purchased a Whirlpool Refrigerator. **************** was scheduled for 10-19-23. While the delivery personnel was bringing fridge up front steps they dropped the fridge & severely damaged fridge & also damaged 5 steps. On 10-19-23 I spoke to ************** & was given a property damage claim #******** & told that ******** would call me with in 72 hrs re: the property damage. (The new fridge replacement order #********) & was told a new fridge would be delivered on 10-23-23 between 12 & 4 p.m. I received a call at 5:30 p.m. stating they were 15 min. away. THEY NEVER SHOWED UP! I rec'd a call on 10-21-23 at 10:15 a.m. stating that the cord on fridge was messed up & that it would be ***** before a new delivery. (I had to throw away a lot of food due to being without a fridge from Thur to Sun when new one was delivered at 5:30 p.m.) On ***** I called ************** (# for **************** **** at 1:51 p.m. - was put on hold for 10 min. then disconnected. I called 2 more x's & same thing. Called again at 3:20 p.m. - on hold till 3:30 p.m. (I finally hung up) I then called a different # ***************) while speaking to Sinyarda(?) we got disconnected. Called again at 3:30 p.m. & spoke to Faith at 3:37 p.m. she said claim #******** was for property damage & was given to the wrong ***** The # ***************) is for food replacement claim - which she never did a claim for that & told me to call ************** which still no response. On ***** called at 8:40 a.m. & was redirected 4 x's to the local Lowe's store. I want reimbursement for food, steps replaced & a reduction in cost of fridge to due a dent on fridge.Business response
11/01/2023
11/01/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *************************
RE: Case #:20794636
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
Yesterday I went to Lowe's in ********* on old Grove Road and experienced an issue with a return. The service clerk returned several items, and indicated that two of the items would not process a credit as she indicated were high value. These 2 items totaled only ***** and didn't seem like high value items. I asked the service clerk to see if a manager was available to resolve the issue and provide a credit for these two items. The assistant manager, ********************************* instructed the service clerk to override these two items and provide a credit. ********************* was very rude to the service clerk and was chewing and eating food while assisting the clerk and the walked away. The Service clerk still had issues and reached out to ********************* a second time. When ********************* returned she was still eating and chewing her food and didn't seem interested in helping the service clerk resolve the credit issue. I've been a long time customer of ********************, and must say I never experienced such a rude individual who is an assistant store manager. She continued to chew her food in front of me and came up with another reason why it would not credit those two items because she said that I return too many items. I have only made 2-3 returns all year. As she continued to chew her food in front of me, she said there's nothing she could do now. I was in the store for well over an hour while they tried to resolve this issue and left unsuccessfully. I would like to be refunded these two items (#****** $5.98) and (#****** $14.98). Sadly, Lowe's employee, ********************************* does not represent Lowes as a team player as she continued to chew her food while speaking with me and her employee colleagues.Business response
10/31/2023
10/31/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *********************
RE: Case #:20794467
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/31/23 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:
- Service or Repair Issues
- Status:
- Answered
In May of 2022 we bought a Frigidaire refrigerator from Lowes in ****** **** under the ussumtion that it came with an Ice maker. The sales person told us it did. When the delivery people came the first thing they told us was that Lowes sent us the wrong Ice maker. The man told us this had been happening repeatedly. He gave us the correct part number that we would need. After weeks of attempting to find the correct Ice maker at different Lowes stores in our area with no luck, I called Frigidaire directly. They told us that ice maker was obsolete. So we went back to Lowes in ***************** and told them we wanted to return the refrigerator because it was sold to us under false pretences. I offered to buy another refrigerator from them if they agreed to take the original one back. The sales people were hesitant but agreed verbally. We got a different unit delivered to our house and the original refrigerator was PICKED UP FROM OUR HOUSE by the same Lowes delivery truck that brought our new unit. We have to this day never been credited the money from the original refrigerator. I have tried many times to resolve this issue over the phone and in person. They have now turned us into debt collectors. They lied about the original refrigerator coming with an Ice maker. Then they lied about giving us the return even though we bought a different unit from them. They lied to me when I've called to resolve the issue saying it would credited back to us. When I filed a complaint with the collections company they told us the reason Lowes in ****** refused to give us the money back was that "they couldn't find the refrigerator".Now they keep increasing they amount that we supposedly owe them. We do not have this refrigerator. It was picked up from our house. They gave us no paperwork when it was picked up and now they want us to pay over $1200 for a unit we don't have.Business response
10/31/2023
10/31/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: ***************************
RE: Case #:20794290
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/31/23 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:
- Service or Repair Issues
- Status:
- Answered
Purchased Frigidaire Refrigerator on 3/02/2020 and paid $154.97 for an extended protection plan for 5 years. We have had nothing but issues with this refrigerator. They have been out multiple times to make the exact same repairs, 6 repairs total so far.According to the plan, it states "Fix it or replace it" and "if it needs 4 repairs, even if different defects, we'll pay you to replace it". I called customer service because the freezer is currently not working and we lost all our food that was inside, and they told me they "changed the contract after my purchase" and will not replace it "unless it's unrepairable". This is not what it states in the contract we signed and purchased. This appliance is a lemon and I want it replaced before I lose any more money and time.Business response
10/31/2023
10/31/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *************************
RE: Case #: 20794065
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:
- Delivery Issues
- Status:
- Answered
I was sold a used dishwasher.The inside and all of the fill tubes and packages were soaking wet with mold growing.The door could only be opened by removing the door latch.It caused me to be fired from what could have been many potential jobs from a local property company.They said if this was the kind of service that I would provide they will call someone else. order number 787924232.Picked up ***** 2023.returned ***** *****.Business response
10/31/2023
10/31/23
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: ***************************
RE: Case #:20793641
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/31/23 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 October 12, 2023, I placed Order # ********* with Lowes on their website. The order was for a commode priced at $244.72, to be picked up at the ********, ** ***** store. I paid for the order with a Lowes gift card. The commode was destroyed in shipment. Rather than simply ordering a replacement, the store cancelled my order and initiated a process to issue a merchandise credit card for the stated amount. Unfortunately, they tried to send the card to my post office box, and the parcel service carrier did not deliver it. When I called Lowes after several days to ask about the delay, they informed me of the problem. I provided a physical address so they could send another card. It still hasn't been sent. Lowes help desk said that it takes about 10 business days to send the new card out; this their official procedure that cannot be changed. Talking to a supervisor provided no relief. In the meantime, I have been unable to complete repair of my bathroom. I feel that this delay in getting what I paid for is an unnecessary hardship. I would appreciate any help that BBB can provide in this matter. Thank you, *************************** .Business response
11/01/2023
11/01/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: ***************************
RE: Case #: 20799507
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
**************
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Customer Complaints Summary
15,140 total complaints in the last 3 years.
4,208 complaints closed in the last 12 months.