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Complaint Details
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Initial Complaint
07/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i made a purchase on lowes.com for a pool on 05/22/21 the purchase price was $870.47 I put this on my lowes card I then paid the card in full on 05/31/21, on may 22 at 2:29 pm i received an email with order # XXXXXXXXX then at 6:01 pm i received an email with a fedex tracking# that my order would be delivered and has never shown up I called on 06/08/21 at 6:41 am and spoke with Johnique and asked to just cancel the order and was told it was on backorder with no date of delivery I was given case # XXXXXXXX it has been 31 days and my order has not been canceled it now says estimated delivery date is 07/09/21 then 07/06/21 but still has not been picked up by fedex Tracking # XXXXXXXXXXXX. I am not able to logon to lowes.com it says there is no email associated, but yet i get their emails I just want the order canceled and my funds credited back to my cardBusiness response
07/16/2021
Business Response /* (1000, 4, 2021/07/08) */ 7/8/2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: ***** ******* RE: Case #: XXXXXX Dear *****************: Thank you for giving Lowe's an opportunity to respond to your letter. I am in receipt of your 7/7/2021 correspondence regarding a complaint that has been filed by ***** *******. Lowe's has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, 8/6/2021. Lowe's 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, Marsha R. Lowe's Executive ****************** (XXX) XXX-XXXXInitial Complaint
07/06/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a Stainmaster carpet with warranty and had it installed. I have followed all instructions on getting carpet cleaned and provided these receipts. Lowe's is unable to find my purchase in their system because my account created incorrectly. Now without specific details of my purchase they will not move forward with a carpet warranty claim. I purchased the carpet and had it installed in March 2018 for $1222.94. I have a credit card statement from my Lowe's credit card showing this purchase. They will not work with me and are continuing to tell me the same thing over and over about what other details they need. If their system housed my information correctly they would have all of the details they need. Instead they are now ignoring me. I'm sure this is an attempt to make me give up and not use the warranty I am entitled to. Any additional documents you require can be provided.Business response
07/16/2021
Business Response /* (1000, 4, 2021/07/08) */ 7/8/2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: ***** ***** RE: Case #: XXXXXX Dear *****************: Thank you for giving ****'s an opportunity to respond to your letter. I am in receipt of your 7/7/2021 correspondence regarding a complaint that has been filed by ***** *****. Lowe's has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, 8/8/2021. Lowe's 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, William R. ****'s Executive ****************** (XXX) XXX-XXXXInitial Complaint
07/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a refrigerator from lowes in April 2021. I had it delivered by them and while they delivered the product they damaged it. I called and they delivered another one which was also damaged. I was told to file a complaint with my lowes credit account which I did. It turns out that is not what I should have done they informed me wrong. Now I have been trying to do what they told me to this time and the numbers that they gave me said they cannot with this problem. This refrigerator cost 1800.00 and I have 2 dings on the doors. This is unacceptable and I want someone from lowes to address this issue.Business response
07/16/2021
Business Response /* (1000, 4, 2021/07/08) */ 07/08/2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: ***** ****** RE: Case #: XXXXXX Dear******************* Thank you for giving ****'s an opportunity to respond to your letter. I am in receipt of your 07/07/2021 correspondence regarding a complaint that has been filed by ***** ******. ****'s has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, 08/08/2021. ****'s 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, Luis L. ****'s Executive ****************** (XXX) XXX-XXXXInitial Complaint
07/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered 3 items (swivel chairs, regular chairs, table) on Jun 23. Order #XXXXXXXXX. All 3 items were in stock, something I had waited for. Regarding the table, I was given a delivery date of Jul 1. Up until Jul 1st, the website indicated that everything was fine. When no table arrived, I received no call, email, or text update. When I went online later that day, I saw that the status had been secretly/quietly changed from "delivery Jul 1" to "on back order." On Jul 4 I got an email saying Lowe's cancelled my order (no explanation given). Today, Jul 5, I spent an hour on the phone with someone who did her best to help, but concluded that I have to select a different table and start all over (and hope it actually works). Lowes should provide some sort of compensation, such as a gift card or discount to be applied to a new table order and/or expedited delivery of a new table. I've had to deal with issues with all three items (one resolved, one pending). This is terrible service.Business response
07/16/2021
Business Response /* (1000, 4, 2021/07/07) */ 7/7/2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: **** ******* RE: Case #: XXXXXX Dear *****************: Thank you for giving Lowe's an opportunity to respond to your letter. I am in receipt of your 7/6/2021 correspondence regarding a complaint that has been filed by **** *******. Lowe's has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, 8/6/2021. Lowe's 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, Marsha R. ****'s Executive ****************** (XXX) XXX-XXXXInitial Complaint
07/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
we bought a range from lowe's. when they delivered it they just brought it into the house and did not set up like we were told in the store. when we went to turn it on we discovered it does not heat up. we called the appliance dept at the store several times we were put on hold for a long time then the phone was disconnected, then we called the store manager, he told us that he would get back to us that day, he did not. we called samsung the manufacturer of the range, they went through some things over the phone with us then they told us the store needs to replace it, but we can't get the store to respondBusiness response
07/16/2021
Business Response /* (1000, 9, 2021/07/09) */ July 9th, 2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: ****** **** RE: Case #: XXXXXX Dear *****************: Thank you for giving Lowe's an opportunity to respond to your letter. I am in receipt of your July 7th, 2021, correspondence regarding a complaint that has been filed by ****** ****. Lowe's has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, August 9th, 2021. Lowe's 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, Jarod S. Lowe's Executive ****************** (XXX) XXX-XXXXInitial Complaint
07/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Cabinet installation is horrible workmanship and damage to some cabinetsBusiness response
07/16/2021
Business Response /* (1000, 9, 2021/07/12) */ July 12, 2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: ****** *********** RE: Case #: XXXXXX Dear ****************: Thank you for giving ****'s an opportunity to respond to your letter. I am in receipt of your July 7, 2021 correspondence regarding a complaint that has been filed by ****** ***********. ****'s has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, August 6, 2021. ****'s 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, ****** P. ****'s Executive ****************** (XXX) XXX-XXXXInitial Complaint
07/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased an item from Lowe's with extended warranty plan. The item broke so they honored the warranty and refunded the item. Instead of refunding the amount back to my method of payment they issued me a $1500 gift card that can only be used at Lowe's. Since Lowe's did not have the log splitter I wanted available I had to get it taken care of elsewhere.. I decided to use the gift card to buy a $1230 pergola at Lowe's. Delivery of item was supposed to be June 28th. When I followed up on July 3rd I was informed that they have no delivery date available due to delays. I opted to cancel order and go pick item up elsewhere (Ace). But I cannot because Lowe's issued refund to gift card AGAIN. Lowes should either refund the money back to the original method of payment used by customer OR issue it to a VISA gift card! Issuing a refund to a Lowe's gift card is like stealing/keeping a customers money especially when they do not have ANYTHING the customer wants available in reasonable time!Business response
07/16/2021
Business Response /* (1000, 4, 2021/07/07) */ 7 July 2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: ******** **** RE: Case #: XXXXXX Dear ****************** Thank you for giving Lowe's an opportunity to respond to your letter. I am in receipt of your 7/06/21 correspondence regarding a complaint that has been filed by ******** ****. Lowe's has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, 8/06/21. Lowe's 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, Denise G ****'s Executive ****************** (XXX) XXX-XXXXInitial Complaint
07/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased appliances (refrigerator, range and dishwasher) online from Lowes for $3811.52 (order # XXXXXXXXX) on 6/12/21. Appliances delivered on 6/25. Dishwasher damaged and refrigerator not working. No replacement in stock so requested pick up of appliances. Pick up scheduled for 6/27 between 3:00 and 7:00. No pick up made and no contact from delivery services. Rescheduled for 7/2 between 12:00 and 4:00. Truck arrived at 10:15 without advance notice. Lowes Delivery Services wants to reschedule again. Total # of phone calls made to "fulfilling store" (West Asheville store #XXXX): XX and counting. Total # of phone calls to Lowes Delivery Services: 13 and counting. Total # of days appliances have sat in 150 square foot living room: 7 and counting. Estimated # of hours spent troubleshooting: 8+. Estimated # of hours on phone: 8+ and counting. Estimated # of hours waiting on delivery/pick up: 12+ and counting. Pick up has been ostensibly rescheduled for 7/3 (waiting on confirmation).Business response
07/16/2021
Business Response /* (1000, 4, 2021/07/08) */ 7/8/2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: **** ********** RE: Case #: XXXXXX Dear ****************** Thank you for giving Lowe's an opportunity to respond to your letter. I am in receipt of your 7/6/2021 correspondence regarding a complaint that has been filed by **** **********. Lowe's has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, 8/6/2021. Lowe's 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, Marsha R. ****'s Executive ****************** (XXX) XXX-XXXXInitial Complaint
07/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought 2 wooden pet gates online at end of March. I only received 1 gate. I called and they was supposed to refund me $60.45, I have called a dozen times asking where my refund is over 3 months later and I keep getting told there was an error and it is now processed. I called again just a few days ago and told the same thing and still no refund. I am getting real tired of wasting my time and the hold time for talking to someone has been over 3 hrs long. I am sick and tired of being lied to and the run around. I returned the other one to the store on May 2nd and got my refund. Shouldn't have to wait this long for this to be taken care of. Order #XXXXXXXXXBusiness response
07/09/2021
Business Response /* (1000, 4, 2021/07/05) */ 7/5/2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: ******* ****** RE: Case #: XXXXXX Dear ****************** Thank you for giving ****'s an opportunity to respond to your letter. I am in receipt of your 7/2/2021 correspondence regarding a complaint that has been filed by ******* ******. ****'s has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, 8/4/2021. ****'s 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, Marsha R. ****'s Executive ****************** (XXX) XXX-XXXXInitial Complaint
07/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Seams are showing in the carpet that was installed on 7/10/2020. I have a one year warranty.Tried many times to resolve matter and no answers.Business response
07/09/2021
Business Response /* (1000, 4, 2021/07/05) */ July 5, 2021 Better Business Bureau of Southern Piedmont and Western North Carolina 9719 Northeast Parkway, Suite 300 Matthews, NC XXXXX Name: *** ****** RE: Case #: XXXXXX Dear******************* Thank you for giving Lowe's an opportunity to respond to your letter. I am in receipt of your July 2, 2021 correspondence regarding a complaint that has been filed by *** ******. Lowe's has begun an investigation of the facts and claims set forth per your correspondence, and respectfully requests an extension of time to respond, up to and including, August 5, 2021. Lowe's 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, Paul C. ****'s Executive ****************** (XXX) XXX-XXXX
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Customer Complaints Summary
13,745 total complaints in the last 3 years.
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