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Complaint Details
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Initial Complaint
10/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On October 11, 2023, I ordered a drawer microwave from Lowe's website for a store pickup estimated on October 18 ( Order # *********). On October 17, I received a phone call from the local store mentioning that my order will be delayed. I needed the microwave before I travel on October 20 until October 25. On October 21, I received an email that my order is ready for pickup. I went to the store on October 26 for curbside pickup. I checked-in the mobile app for pickup and received a notification that the order will be taken to my car soon. After more than 30 minutes of waiting in the parking lot with no delivery service, I called the store and the lady on the phone told me that my order is cancelled because they don't deal with that supplier anymore !!!. Couldn't they have told me so before coming to the store or at least once I checked in for pickup or even later?? I asked the lady on the phone to send the store manager to me but instead she hanged up the call !!!!!. I went in the store and asked for the store manager, instead the store assistant manager came and I was told that the order is ready and they will bring it immediately. After 10 minutes, they told me that they don't have it and that they will cancel the order !!!. The service and treatment I got is unacceptable, in addition to my wasted time and effort. I am asking for $1000 store credit as an apology and compensation for my wasted time and gas as well as the stress and delay I am having in finishing my new house.Business response
10/31/2023
10/31/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: *********************
RE: Case #: 20792174
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 have been a loyal and substantial customer of ********************, having spent approximately $140,000 over the past two years. However, the recent series of events related to an order for windows and appliances have left me highly dissatisfied with the level of service and competence exhibited by Lowe's Store 2238.The first issue arose when I placed a large window order. Upon receiving the window order, it was discovered that the incorrect style of windows had been ordered not once, but twice. This unfortunate mistake significantly prolonged the project, extending it to a staggering eight months. As a form of compensation for this protracted inconvenience, I was promised a 15% discount on my next order.On July 4th, 2023, I made a visit to the **** store and placed an order for several appliances, including a ******* Refrigerator, Counter Stove Top, Double Wall Oven, and Dishwasher. These items were paid for in full at the time of purchase. Despite making the payment, I encountered multiple issues with the appliance order. I waited patiently for three weeks for a delivery confirmation, only to be met with silence. When I finally called the store to inquire about the delivery status, I was informed that the order had not even been placed for the appliances. This oversight has led to a significant delay in the delivery process, causing me substantial inconvenience and disappointment.To make matters worse, I was informed that the ******* Refrigerator I initially ordered was no longer available in the color I desired. As a result, I was forced to settle for a refrigerator of lesser quality, a compromise that I am far from pleased with.I have made multiple attempts to speak with the store manager to address these issues and seek a satisfactory resolution, but to my dismay, I have yet to receive a call from the manager or any form of communication. It has now been almost four months since the initial appliance order was placed, and I am still without the appliancesBusiness response
10/31/2023
10/31/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: ***************************
RE: Case #: 20790710
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
10/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Went to Lowes with valid receipt from Instacart with 12 bags of unopened lava rocks. Was told would only receive store credit. Turned around and looked at large return board stating returns with receipt within 90 days would go on original method of payment. Looked at the exceptions of which Instacart was not listed as an exception. Store managers first word to the head cashier was why would we give a store credit when they used a credit card. They went in the back for a few moments, said indeed that was the only method. Again, reading the very large sign regarding returns and seeing nothing to this fact nor online. I suggested that I would accept cash, surely that is within the managers scope of power. No. And why did I not want store credit? Because of this, always an issue with Lowes, and what is their excuse? It is IT, it is the system, it is a third party, it is not me, I am innocent, pass the blame, we can have easy returns and all of this wonderful signage and policies but we do not stand behind any of it. It has become an acceptable answer for an unacceptable solution and I will not tolerate it.Business response
10/30/2023
Dear *********************************,
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/30/2023 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.
Thank you,
******************
Lowes Executive Customer Relations
**************Initial Complaint
10/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Lowe's delivered a Maytag washer ordered on 8.20.23. I was unable to make the washer work so a GE washer was delivered a few days later. Model GTW465ASN9WW, Serial# *********, I purchased this over the phone and do not have paper work.. I had planned to make interest free payments, however, they could not get the bill straight. On 8.28.23 i went to lowes and paid the washer in full. Check # **** in the amount of $601.16. The lowes account is in my mothers name, ***********************. She is 95 and I handle all her business. We have had a lowes account for more than 20 years and this is the first time i have run into problems.I continued to have problems getting the bill settled. Now they say i owe them $116.50. I paid to have the washer picked up, however, my neighbor picked up the washer first so they incurred no charges for the old washer.Business response
10/30/2023
Dear *********************************,
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/30/2023 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.
Thank you,
***************
Lowes Executive Customer Relations
**************Initial Complaint
10/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The date of the transaction was 9/6/23. The purchase amount was $2,668.71. One of the delivery drivers, whose name is *******************, called to notify me that they were in the driveway. The first that was asked on this driver is why I stay on the third floor and the additional question that was asked from him was why my elevator doesnt work after I was asked I have an elevator. Im not sure why this is the business of the delivery team when Im the one who signed the lease. Another point to mention, with my purchase it is expected of the delivery team to take my appliances up to two flights of stairs because I confirmed with a sales representative prior to purchasing my appliances. An additional complaint from both both members of your delivery team was why I selected the washer and dryer I did because they complained it was too heavy to bring up the stairs. I was not aware I had to select a washer and dryer that was required to fit the desires of the delivery team if they were not purchasing it. The two people later on claimed they couldnt fit the washer and dryer unless the door to the laundry room was removed or permanently propped open and that I couldnt close my door. I knew this was false because it took measurements prior to purchasing my appliances. Minutes later I was told that they where able to fit it in the door but I wasnt informed that they put a hole in my door and scratched the paint on my wall. They have wasted my time and are refusing to compensate me additionally for their inconvenience. They have caused me stress from their lack of customer service for the last month and a half.Business response
10/30/2023
Dear *********************************,
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/30/2023 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.
Thank you,
**************
Lowes Executive Customer Relations
**************Initial Complaint
10/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Fence gate has a gap and not installed properly Need to be corrected ***** construction 4 attempts to correct the problem. I ask for a new company was informed they have to allow them to correct.Contractor cut a gap and placed the cap on the ground Fence need to be extended to be done correctly and fit per the contractor According to the contractor they are waiting on Lowes to give them the green lightBusiness response
10/30/2023
Dear *********************************,
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/30/2023 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.
Thank you,
****************
Lowes Executive Customer Relations
**************Initial Complaint
10/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Lowe's is forcing me accept the new deck.1st sub contractor from Lowe's did terrible job in building the deck and damaged my home. I did send several e-mail and photos to show all the issues with deck and my home.So Lowe's hired 2nd sub contractor and they did patch work to salvage the deck even though Lowe's promised to tear town deck build by 1st sub contractor and to build brand new deck with all new materials. The deck quality is still really poor but it passed inspection since the inspector only looks at the structure of the deck. It is ugly looking deck and now Lowe's don't want to do anything to make it right since it passed inspection,This project started about 18 months ago and still it is not done.On top of that Lowes' also promised me to pay compensation of $ ****** because of all the delay, lost of time, and hassle they caused to my family.Now Lowe's don't want to keep any of their promises. They want me to work with claim department for damage to my home but forcing me to accept the deck as it.Business response
10/30/2023
Dear *********************************,
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/30/2023 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.
Thank you,
****************
Lowes Executive Customer Relations
**************Initial Complaint
10/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dec 16, 2020 - I purchased a 10" Delta Contractor Saw from Lowe's in ******, ** for $599.00. Also purchased a 3 year Extended Protection Plan for an additional $129.97, to make the total investment with tax $711.86. The Order Number is *********. Oct 22, 2023 - I discover that the ***** ROD ASSEMBLY for the tablesaw had worn down and needed to be replaced. I called my local Lowe's and was informed to call the Protection Plan number (a separate entity from the Lowe's store). Oct. 26, 2023 15:38 I call *********************** I am informed that the tablesaw falls under 'outdoor equipment' and they can only change air filters, spark-plugs, etc. The call lasts 33 min. I go to Lowe's ~19:30. I speak to EXCELLENT Lowe's Reps ****** and ****** of ****** ** Lowes. EXCELLENT SERVICE. They call Protection Plan and inform them Tablesaw is not Lawnmower. I speak to *******- Account Manager and am told they don't replace parts- only offer preventative services. I do not accept this and then told a Tech would need to come and evaluate the damage; then told I have to bring my 250lb tablesaw to Lowe's to have them assess the damage. Lastly, I'm told by *******- Account Manager that I'm not even supposed to contact them if something goes wrong; that I simply call my local Lowe's and they will take care of things. I need a single ***** ROD ASSEMBLY. Possibly weighing 2lbs at a cost of maximum $90.00. I paid $129.97 for it already. ***** ROD ASSEMBLY Part number DPEC006161.Business response
10/30/2023
Dear *********************************,
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 10/30/2023 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.
Thank you,
**********
Lowes Executive Customer Relations
**************Initial Complaint
10/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought the carpet from Lowes in **********, ** Total Cost Payment: $ ******** order date 9/12/2023 - I sent a previous complaint but it was sent to the wrong company . PLEASE NOT THIS FOR LOWES HOME IMPROVEMENT ****I purchased. and signed a contract for carpet on 9/12/2023. Within two weeks after the purchase i was told I would be getting a phone call to setup my installation within two weeks. (a week before the purchase they came and measured my floors and took pictures) After the installers saw the pictures my contact ********************* informed me that my floors would need repaired after the installers saw the pictures. I disputed that my floors needed repaired. They removed the repair charges from the contract and told me I would be contacted me within two to setup my installation. I never got a call from the installers after one month on 10/11 I received a call from Lowes customer services informing me a district manager will be coming by my home to inspect my floor and I asked why because my floors are fine. On 10/12 the inspector came and inspected the floors and just I stated the floors were fine. During the call on 10/11 which was Wednesday they informed me that the inspector would be here on 10/12 which was a Thursday and that they would follow up with me on 10/13 to setup the installation. I got a call on 10/13 from customer service which i thought it was to setup the installation she informed that I would be getting a call to setup an installation and as of today 10/16 I still haven't received a call. Its over a month and I still haven't received a call and don't have my carpet.Business response
10/30/2023
Date: 10/30/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: ***********************
RE: Case #: 20786699
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 8/28/23 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
10/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a door from the company and it arrived without the mortised openings for the hinges and the wrong dimensions vs. what was originally ordered.I worked with someone by the name of ***** and then ***** to reorder the door using their contractors to ensure the proper size was ordered.This order was supposed to take about 6 weeks. The order was delayed multiple times for some unknown reasons. I was told that due to the delay, I would receive compensation when the door arrived. I was also told that due to the delay of getting the replacement door, I would be able to return the original door for full credit after the normal 90 return period because of these delays. I was assured of this on multiple occasions by both ***** and ***** and their manager at the time who apparently is no longer at the store.At the time of the measurement, I made sure this included getting the door installed and was assured it would.The door apparently has now arrived at the store, 4 months later than promised. I have spoken with the new manager who has absolutely no knowledge of this order issue. He has stated that there is no documentation regarding the install nor the promise that it would be ok to return the original door for full credit.He is now telling me I need to pay for the install and offered to do so at 1/2 off the normal price. Due to my inconvenience, I am requesting Lowes pay for the entire installation and return of the original door to the store for full credit.Business response
10/30/2023
Date: 10/30/2023
Better Business Bureau of Southern Piedmont and **********************
**********************************************************************************
Name: ***************************
RE: Case #: 20788049
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 8/28/23 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
**************
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Customer Complaints Summary
15,104 total complaints in the last 3 years.
4,164 complaints closed in the last 12 months.