Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
September 18th our GE stackable washer and dryer, model GUD24ESSMWW stopped working. We purchased the extended warrenty when we bought it approximately a year ago. We contacted Lowe's Protection Plus and they could not send anyone to repair it until October 15th. The service person said it was likely the motor and he would have to order it. He returned November 5th and replaced the motor. The washer did not work. He informed us he would have to order another part and if it did not work they would replace the washer and dryer. He returned December 3rd without the part saying someone forgot to order it. He said they would get the part and come back. We have been without a washer and dryer and nobody has contacted us to replace or fix it. We have called in and were told to watch our email for the date they would be coming. We have not received any email with a repair date.Business response
12/14/2021
12/14/2021
Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
Name: ******* And *************************************
RE: Case #: 16357071
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/14/2021 correspondence regarding a complaint that has been filed by ******* And *************************************.
Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ******* And ************************************* 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
12/13/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 12/10/2021 I went to Lowe's (address above), spending ***** on a shower drain fitting. When I showed my military I.D. to get my discount, I was asked for my phone number. When I was shown as not listed, I was told by the cashier (#S16160W3 ******) that I could not get the discount until I registered on-line. Funny thing, as I had just left the ********** at ************** due to their cashier also declining to give a military discount. This military discount issue has been a battle between both Lowes and ********** for years with it (the discount) being accepted and declined at times. Lowes now uses the fact that they are ************** in their advertising. When I spoke to store employees, I was told that Military I.D.'s are no longer honored for discounts at the store registers due to fraud. Come on, I mean how do you fake a military I.D. ? Obviously, Lowes is no longer offering this discount with proof of military I.D. because their competitor isn't and it has nothing to do with patriotism. I am a Southern CA. Veteran Advocate and I will be sharing this information electronically with thousands of Veterans through the **** VA, and the American Legion and I will be asking for a participation in boycotting Lowes. Once this starts (the sharing of this complaint) it can't be turned off. Maybe Veterans don't want their personal information included in another data-bank that ends up being possibly breeched. Did your corporate office think about this when they made this naive decision to make Veterans register on-line? You can't have things both ways, give Veterans the discount or do away with it in its entirety, but don't include us in your advertising within the future because it really makes Veterans and their dependents angry.Business response
12/14/2021
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/14/2021 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
12/10/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We bought a ************** and the new hire cashier rang up the items wrong charging an *** card $1400 & Lowes credit card $400. When we realized what they did (within 24 hours) and canceled the order were told the funds would go back to the *** card, but a couple weeks later we get a $1400 gift card in the mail (WTH?). Called Lowes and complained & they saw their mistake and told us no problem well move the funds back to *** card and destroy the gift card.Now, here we are a week and a half before Christmas & still dont have our $1400 back Different Lowes person said we shouldnt have destroyed the gift card (because no one at Lowes knows what theyre doing or is willing to take responsibility for anything) So, were out $1400 because Lowes cant get their c*** together & has essentially STOLEN our money (or has at least been holding it hostage since September 9, 2021).Store manager blames usof coursebecause the disconnect between them and the corporate office is obviously our fault. Of course, they wont provide the District Managers contact ***************** contact info.??????? Why would they at this point right.This Lowes is the Grinch that stole Christmas.Business response
12/13/2021
12/13/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: ***********************
RE: Case #: 16352344
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/13/2021 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,
******* H
Lowes Executive Customer Relations
**************Initial Complaint
12/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made an order for delivery on Dec 4,2021 it was supposed to be delivered Dec 6. On Dec 6 I got an email saying delivery was delayed until Dec 7. Dec 7 came and they delivered the wrong order. I was changed an additional $79 delivery fee from Lowes for them to not only change the date but then when they did deliver they brought me someone elses order. I have called customer service, the store and wrote their fb page. I have yet to receive a refund but they were fast to come pick up the wrong order they delivered to m home. I want a full refund and its been impossible I cant speak to anyone yet their fb message tells me the store has called me when in fact they have not. Today is now Dec 10 and I have no items and no refund. They also sent me an email stating my order was delivered but it WAS NOT.Business response
12/13/2021
12/13/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: ***************************
RE: Case #: 16351700
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/13/2021 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,
Jamesa A
Lowes Executive Customer Relations
**************Initial Complaint
12/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Lowes initially sold me a GE 5range gas stove July 11th 2020 scheduled to be delivered July 24th the day I had a party scheduled so it was imperative it came. Well it didnt. I got a call the 24th of July that I wouldnt be recieving a stove and that they could supplement with a whirlpool 5 range instead. I did not want the whirlpool stove which was documented but I had no choice as I had no stove/oven for 2 weeks while I waited. And on top of it I had to pick it up across town. There was no delivery. Well its one year and a few months later and the stove is a literal hazard. It came apart when I opened the oven door and the glass slammed my feet and actually hurt me. Ive been 2 weeks with this stove in pieces in my kitchen held together by a dining room chair. If I move it everything will fall apart and cause someone else injury. I reported all this to Lowes but they will not help me. They were supposed to have someone out to look at this 2 weeks ago and I couldnt even **** Thanksgiving dinner at home. It is almost Christmas and it looks like I wont be cooking dinner this coming holiday either. This is disgraceful and the product is a liability and needs replaced.Business response
12/13/2021
12/13/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: *********************************
RE: Case #: 16351064
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/13/2021 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,
LaDawnna B
Lowes Executive Customer Relations
**************Initial Complaint
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We paid $45,000 to Lowes in April for a kitchen and were told it would be July, so that is when we packed up our kitchen. Then it wasnt started until 10/4. A contractor ************************* started the job but put the island further towards the walkway than it was supposed to be. We were going to have less than 24 of clearance and even less than that between fridge and island. So when the countertop guy came to measure and pointed it out, he said bc of that we wouldnt be able to fit the island wed planned and had drawn up by Lowes in the very beginning. So he **** up one that was not at all desired and then we insisted Lowes move the island to its intended location and called the countertop company to tell them not to do island but they already had so we told them to keep it there. They were refusing to move the island until we got a lawyer involved. They then had another of their contractors come out to evaluate and he immediately agreed the clearance was unacceptable and moved it that day. The countertop guy came back out to remeasure and he recommended we go with a new one designed like we originally wanted and said it would work and look much better. So 2 weeks later they came to bring it and we were shocked to see it was the old one we never wanted bc Lowes had told them to just bring it. That was Tuesday and they are refusing to do anything so far, wont let us speak to management, and weve been without a kitchen for 2.5 months with 4 young children in the house and a senior. We couldnt have Thanksgiving and now its looking as though it still wont be up by Christmas and they seem to think if they hold out long enough well give in and accept what we dont want and wasnt what we originally agreed to out of desperation but we have been through enough with Lowes in the past that we are not going to accept it again and the lawyer advised we notify the BBB. Please help us to get this resolved as soon as possible. Thanks, ******************************* ************Business response
12/14/2021
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/14/2021 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
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My son had lowes install flooring in my house . Lowes refused to move furniture even after all valuables were removed from furniture. They told me that it was too much effort to move even though he paid them to do it . In one room with carpet, they took closet door off hinges and wont put back . They said door would not fit now and I had to deal with it . They also sold my son a floor that is meant for a bathroom. From the store to the install, they have no clue what they are doing.Business response
12/13/2021
12/13/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: ***********************
RE: Case #: 16350643
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/13/2021 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,
***** J
Lowes Executive Customer Relations
**************Initial Complaint
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Nov 26, I selected tile for my home kitchen backsplash project and purchased tile for my home from Lowes home center in ********* **. Lowes associate from the same location ******** the material and after installing the tile I realized that they sold me same products with two different colors that does not match. When I asked the stone to compensate me with the tile replacement and the re-installation they denied. (They agreed to only give me new tile, but I want them to re-install them too) The backsplash does not look good at all and I want Lowes to remove and then re-install them again or at least compensate the cost and the time I spend on this project back and forth .Business response
12/13/2021
12/13/2021
Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
Name: *************************************
RE: Case #: 16349857
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/13/2021 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
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On November 24th I had gutters installed. When I came home, I found several long gutter nails in my driveway and in my yard. I picked up the ones I saw but I missed one because on Saturday November 27th one was in the tire of my brand new car. It wasnt repairable so I had to purchase a new tire. I have contacted Lowes several times and they will not respond.Business response
12/13/2021
12/13/2021
Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
Name: *********************
RE: Case #: 16349271
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/13/2021 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
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/27/2021 we ordered a shaker style door at location 697. I was told it will be there on or before 12/3/21. I went by the store on 12/9/21 to pick it up and the Lowes system did not recognize our transaction. On 11/29/21 the charge showed having been drafted from my account. Later in the day I called the store an gave them again my name, phone number, invoice receipt and the sales associate who sold the door to us. They still could not find it. He then noted that we must have taken it the day we were out. I told him that fhe receipt clearly states "Pick Up Later". The young men told me I had to come back to the store with my receipt and they would see if they had it and make sure that I didn't take it. He didn't know if they had it in stock. I suggested he go check in his system and on the **** to make sure the same door was there. He went to check on it and he claims they have it. I asked him to make sure that he put my name on it, put it up by the Pro Counter, and I would be back to claim it. I received no apology for the error.Business response
12/13/2021
12/13/2021
Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
Name: *********************
RE: Case #: 16349147
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/13/2021 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
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
14,993 total complaints in the last 3 years.
4,083 complaints closed in the last 12 months.