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Complaint Details
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Initial Complaint
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a ******* oven/range a year ago with a 3 yr extended warranty that needs service due to an error code. Waited 10 days for a no show on 12/07 and then given an expectation of 12/23 for repair (another 14 days with no way to ****/bake). Spoke to *******, *********************, Lowes *********, ** (airport blvd). Requested a 2nd service provider given circumstances of a dying resident dependent on appliance. This unit needs to be repaired immediately and repair ticket escalated/expedited. The incompetent practices/procedures of the Lowes and ******* repair teams should not tax the health and well being of their customers. Repair ticket #**********Business response
12/13/2021
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 ****** Gersin.
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:
- Customer Service Issues
- Status:
- Answered
I am trying to cancel an order that has not shipped yet. The "shipping label" has been created nothing more. Lowes has given me MANY excuses not to cancel this web order and issue a refund including now claiming I made a "special order' (no I did not and if you look even NOW the website does not call this a special order item). The refund SHOULD be a two minute transaction. I am told no one in the company EVEN THE *** cannot authorize this small refund. This is horrible customer service. I just want an order that HAS NOT EVEN BEEN SHIPPED to be cancelled.Business response
12/13/2021
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
We ordered 6 windows through Lowes 2 months ago, they were installed just fine on the installation date (despite a no-call, no-show on the initial installation date). Before they even left, we were informed two windows were bowed and they would contact the window company to get those replaced. After they had left, we noticed caulking was shoddy in two windows and both windows were crooked by a 1/16th of an inch per foot. The siding was cut too far, leaving the window flanges bare (only covered with trim, not siding), leaving a slice on our siding, and the trim was cut crooked. The faulty windows were ordered and delivered (to who knows where??), but we never got a call about an installation date. We have called multiple times, calling Lowes and Premier, getting no where. A scam.Business response
12/13/2021
12/13/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: ***************
RE: Case #: 16350898
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,
Ashley P
Lowes Executive Customer Relations
**************Initial Complaint
12/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
So, they require a registration to get my information to find out things are out of stock for this https://www.lowes.com/l/savings/winterfest. As lowe's, it seems to be too desperate to get a customer's information. Yes, these are free workshop kits for kids, they are not really high valued items. However, if you want to collect information from customers, you want to get happy customers not angry ones feeling they were scammed.Business response
12/13/2021
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:
- Billing Issues
- Status:
- Answered
April 2021 purchased a fence from Lowe's, approximately $4000 and was given a promotion of 24 months to pay without interest (Lowe's Advantage Card). In October a balloon payment was taken from my bank account which ******** corrected. In November received an increase payment ****, called the credit card bank and told I was on a six month promotion and would have to have the sales person make the correction. Since that time I have talked with the salesman (*********************), customer service at ******************** ************ ******* **** Lowe's supervisor April and etc to no avail. I do have a copy of the contract and just want the agreed upon contract of 24 months. Thus far I have been charged an additional $454.23.Business response
12/13/2021
12/13/2021
Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
Name: *******************
RE: Case #: 16350348
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
12/09/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We purchased a new washer and dryer combo from Lowes 12/5/2021. It included free delivery/installation and we scheduled the install date for Wed 12/8. They said we would receive a call the night before to set the appointment. We did not receive the call. The morning of 12/8 my husband went to Lowes when they opeded to find out what was going on. They assured him we were scheduled for 3pm-7pm window appointment that day and also confirmed the address. At 7pm we receive a call from the store manager letting us know we would not be receiving the delivery. They tried to delicver to a wrong address. Why didnt the driver call us if that truly was the case? This is unacceptable! We planned this day out and lost wages waiting on a confirmed delivery that NEVER came. The Lowes manager was lackluster in coming up with a solution. He showed no care whatsoever. We feel we need to be compensated for our wasted time and wages. From here on out we will no longer shop at Lowes.Business response
12/10/2021
12/10/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: *****************************
RE: Case #: 16347266
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/10/2021 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,
**** F
Lowes Executive Customer Relations
**************Initial Complaint
12/09/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I had a Lowes representative measure for a new patio door and paid for complete job in July. The door that was delivered is the wrong door and was installed temporarily on November 4. I was told by their installer that he would contact corporate and store in Newington to get it straightened out. Lowes wants the installer to remanufactur their door in my house. I want the door that I paid for installed properly in my house and not something other than what I paid forBusiness response
12/10/2021
12/10/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: *******************
RE: Case #: 16347154
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/10/2021 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,
******* R
Lowes Executive Customer Relations
**************Initial Complaint
12/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I BOUGHT WINNIA REFRIGERATOR ON 6/14/21. IT DIED 12/8/21. I CALLED 888# REPAIR NUMBER. ***** REFUSED TO HONOR 3 YR EXTENDED WARRANTY I PURCHASED. SHE SAID SHE WOULD EMAIL CLAIM FORM TO REPLACE FOOD. SHE NEVER DID BUT WONT DO ME ANY GOOD WITH NO FRIDGE. SHE TRANSFERRED ME TO HER SUPERVISOR ************** HUNG UP ON ME. I CALLED BACK N STILL ON HOLD 20 MINUTES LATER AS I WRITE THISBusiness response
12/10/2021
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/10/2021 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
12/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
**The rest of my complaint will be in the photos! Went to Lowes in ***********, ** on November 2, 2021 and paid $13, 685 for flooring, delivery and installation from *********************. $6,900 with Lowes credit card & 6, 785 with a check. On November 5th our check was cashed. A little over a week passed & we still havent heard anything so me and my wife kept calling finally spoke to ***** and he told us that they were waiting on molding and once that came in they would contact us A week later still havent heard anything so my wife called and spoke to ***** again. At first he said the job was completed. She told him No I havent received anything. He said they have the wrong numbers in their system. He was the one who updated both cell numbers on 11/02/2021. So we went to store the next day on November 22nd and spoke to ********************* in the flooring department and told him what was going on and they couldnt find us in their system even though we gave them both numbers on November 2nd & again every time we called *****. ****** told us that the floors were there but the note in their system said that they were waiting on molding and emailed his supervisor ****** which then emailed him back saying that they tried to contact us numerous times but the phone numbers were wrong that they had in their system. And We (me or my wife) need to call and set up the appointments. So once again we gave him both of our cell phone numbers and ****** gave my wife his cell phone number and sent her the email that was sent to ****** with her response. My wife texted ****** with both of our ************ said that somebody would contact us to schedule the delivery and installation. We still didnt hear anything in over a week so once again we went to the store and they had the wrong numbers and told us that they were waiting on molding.To be continued..Business response
12/10/2021
12/10/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: *********************
RE: Case #: 16346362
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/10/2021 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
12/09/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On December 2nd I went to the Lowes store in Camden to purchase items for the house I am remodeling. At the time I noticed that they had garage door openers on sale so I decided to purchase 2 but the model I wanted was sold out. I asked the associates to check and see if any stores had them and he told me that the Dover store had 3 units in inventory. I headed to the Dover store and I was there within 20 minutes. I looked and could not find any so I asked an associate to check and he told me that the computer shows 3 units available. We checked and checked and he got another associate to help and when they looked in the system it showed 2 units were available, so he checked and then got another associate that supposedly worked in that department and she checked and said that they have zero units available./So within a matter of 15 minutes we went from 3, to 2, to ZERO and we were all around the garage door openers and I did not see anyone picking up any units. At that point I asked for a manager and when he came I explained to him what happened. He proceeded to tell me that they sell items constantly and that is why they had zero inventory. I told him not to give me that c*** because we were all there and nobody picked up any units. He got upset and said that I was disrespecting him and he could either help me or ****** me out. So I told him to go ahead and help me. He went to the computer and after about 5 minutes he came back and told me that he can offer me a comparable unit for $200. After looking at the unit he offered I told him that they were not comparable and besides it was over $40 more than the one I wanted. .He told me that that's all he can do for me, and I asked him for his name, he responded, *****.I am annoyed that the store manager tried to pull a "bait and switch" tactic on me and tried to convince me that the 3 units were sold in the 20 minutes from when I traveled from one store to another. #*******, Model #****-TKVEBusiness response
12/10/2021
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/10/2021 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
*************
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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.