Lowe's Customer Service Issues

Subject: Disappointing Experience with Troy-Bilt Riding Mower and Lowe's I am sharing my frustrating experience with a Troy-Bilt riding mower purchased from Lowe's. The mower was initially picked up due to starting and gear issues. Despite battery replacement and repairs, subsequent deliveries and promises left me dissatisfied. Various visits and interactions with Lowe's associates like Rick, Mike, and Darryle didn't resolve the issues either. As a result, I've been without a working mower for the entire mowing season, leading to extra expenses for professional lawn services. I am seeking a refund of $[redacted].99, which includes the mower cost, warranty, sales tax, and the grass catcher. This situation has been disappointing, considering my background as a USN Veteran and USCG Retired. Sincerely, John R. "Jack" B. - Disheartened Customer

On June 1, [redacted], I purchased a new Maytag washer, model MVWC465, but unfortunately, it has been nothing but trouble. After just two uses, it began tearing up clothes and failed to maintain the selected temperature. The washing cycles took over 2 hours, and it even started "walking away" at times despite being level. When I tried to rinse the clothes, it ended up making them dirtier with gray water. The repairman's visit was unhelpful as he deemed the machine faulty and beyond repair, stating that it was performing as it should (which it wasn't). Despite ordering a new agitator, the repairman refused to return, claiming I owed him money, leaving me with a broken washing machine and his unexpected reaction to my offer of prayer.

I did not receive a call today regarding my delivery. I contacted the company at 1:30, and they informed me that someone would reach out around 3:30. After calling again at 4:15 and enduring a long wait, I learned that the delivery is scheduled between 8 and 10 PM. I took the day off unnecessarily. I wake up at 3:30 AM daily to get to work by 5 AM from Tuesday to Saturday. Waiting until 10 PM for the delivery is inconvenient. If the delivery arrives earlier, that would be great. Otherwise, I will likely only get around 4 hours of sleep. I am frustrated that no one called me, leaving me unable to do anything. A simple phone call would have made a significant difference throughout the day.

For more than a year, we have been discussing replacement windows for our Jeld-Wen French doors bought in [redacted]. The replacement windows were sent by Jeldwen about a year ago, and since then, we have been in constant communication with the staff at the Jacksonville FL store on Philips Hwy. We have spoken to numerous individuals about installation, including Robert who is no longer with the company. Despite promises of follow-up, including from Cam Smith, the replacement window has not been delivered, and we are extremely frustrated with the lack of service. According to an employee, there may be issues with training for new hires. The salesman who sold us the doors has also failed to keep his promises. We are now considering seeking legal advice due to the mishandling of the situation.

I made a purchase on 8-11-19 for a contractor to measure for 3 outside storm doors. The salesperson mentioned it would take 2 days for the contractor to call and schedule an appointment. Unfortunately, it took weeks for the contractor to come and measure. Despite being told it would take 48 hours for Lowe's to receive the measurements, it has been a week and the measurements have not been sent. I have visited the store and called multiple times but have not received a response. I am unable to reach anyone in the Mill department or a manager to resolve the issue. After 3 weeks of trying to order the doors, I am considering going to another store with my measurements to make the purchase without additional fees for transferring measurements. The problematic store is #[redacted].

I bought a washer from Lowes Home Center in Dallas 2 weeks ago. I had trouble reaching the Receiving department to reschedule my delivery, and when I finally spoke to someone, they refused to accommodate my request. I was promised a call with a 4-hour delivery window but never received it. I missed the delivery as I was at a doctor's appointment, and when I called back, I was unable to reach anyone in Receiving as they had left for the day. I just want my washer delivered tomorrow or the day after and I am requesting a 20% refund, as well as the waiver of the delivery and old appliance pick-up fees.

On July 2, [redacted], I signed a contract with the Lowe's store on Boulder Highway in Henderson, Nevada to have two bathroom floors tiled. I was expecting the installation to be completed promptly. Unfortunately, after the contractor started the job, they discovered the tiles were defective and couldn't continue. Despite efforts to resolve the issue and multiple attempts to contact the store and contractor, it was challenging to get a timely response or assistance. Eventually, I had to hire another contractor to finish the job. While one assistant manager named James was understanding and offered a credit for the labor costs, the overall experience left me feeling unsupported and disappointed. As a long-time customer of Lowe's, I am disheartened by this situation and have decided to take my future business elsewhere for the upcoming project I had planned.

I have encountered a frustrating issue with the Harlingen Texas store. They have shipped two items to my address, but upon arrival, one was discontinued, and I haven't received the other. Additionally, the refrigerator I ordered arrived damaged. Despite attempts to communicate with the manager, Luci, I have not received satisfactory help due to conflicting work schedules. I am disappointed with the lack of assistance and am seeking an exchange for the fridge, a replacement microwave, and a discount for the inconvenience.

Hello, I am writing to address orders PO [redacted]7 and PO [redacted]16 related to a Brentwood exterior door with an oval glass and full sidelight that my wife, Pearl M., and I placed on April 20, [redacted]. Unfortunately, the orders have not met our expectations. Initially, the door was returned due to incorrect glass and style. The replacement had the wrong glass in the sidelight and was only partially painted. Subsequent attempts to rectify the issue have been unsuccessful, with the most recent promised delivery date of August 23, [redacted], not being met. Visiting the store on August 28th revealed the item had not even been sent, causing further frustration. It has been six months of dealing with this matter without a satisfactory resolution. We have already paid for the door, adding to our disappointment. I had to take time off work twice for nothing, which is challenging given my broadcasting job. My wife and I insist on a successful resolution this time and believe we deserve compensation for this inconvenience. We are prepared to take additional steps if necessary. Please reach out to me at [redacted] to address this issue promptly. Sincerely, Alvis J. Moore

Today, on September 7, [redacted], we were scheduled to have our new Samsung refrigerator delivered. We had confirmed this date earlier in the week and even received an email confirming the delivery. This morning, Lowe's called us to inform that the delivery would be between 11:30 a.m. and 3:30 p.m. We prepared all day for the delivery, moving furniture and the old refrigerator. However, at 3:45 p.m., we received an automated call notifying us that the delivery was rescheduled for tomorrow, September 8. We were disappointed as no one personally informed us of this change. I contacted the Lowe's store, and they provided me with the delivery company's number. After speaking with them, I was informed that it was a technical issue between the store and the delivery company. This experience was not typical of Lowe's, as we've had great service with them before, such as new windows and sliding doors installations. It seems that the outside delivery company used by Lowe's is causing them to receive a bad reputation, leaving us very upset and let down.

Hi, my name is Kim Helburg. My husband and I purchased a front door with specific measurements of 2-6 for the door jam. After confirming the details with John Gladstone and calling a week later to proceed, we encountered rude behavior from him. Despite giving him the numbers from the paper he provided, he initially refused to assist until I insisted on his involvement. Upon receiving the door, we noticed it was the wrong size at 2-4. John claimed we had ordered incorrectly, but after a struggle, he acknowledged his mistake. When we discovered a broken window, he suggested a 3-week wait for a replacement. Frustrated with these issues, we are disappointed with the service received. We are considering seeking a refund or a replacement door to rectify this unpleasant experience. We are regular customers but may explore other options for our upcoming home projects if this matter is not resolved satisfactorily. Thank you, Kim Helburg.

We purchased laminate flooring for a home renovation, but the process took 9 weeks to finish. Despite being reassured that missing materials would be quickly replaced, it took an extra 5 weeks to complete the install. After reaching out to the Flooring and Store Managers, we were told the project would be done by the 9th week. However, the installer rescheduled the day before the expected completion date. This experience has left us reluctant to use this Lowe's store for our future projects, even though it's the only option nearby. We believe Lowe's should refund the project cost due to the extended delays and unfulfilled promises.

Dear Lowe's Headquarters, I wanted to express my gratitude to the Lowe's store on Union Deposit in Harrisburg, PA. I recently had to alter my washer and dryer purchase due to sizing issues. I spoke with Carlos from the appliance department on the final day of the Labor Day sale. Despite how busy it was, Carlos was patient, helpful, and efficiently managed the changes to my order. He ensured I had the correct items ordered, scheduled delivery, and removal of the old appliances. Following my conversation with Carlos, another staff member assisted me with equal kindness and thoroughness. I value exceptional customer service, and encountering two outstanding individuals over the phone was a pleasant surprise. In a world where patience and kindness are rare, their professionalism stood out. Please recognize Carlos and the lady at the front for their excellent service. Thank you sincerely, Kathy Stewart

I recently visited your Webster, TX store with my wife to purchase a freezer, microwave, and grill. The sales representative was helpful, and I collected the microwave while scheduling delivery for the freezer and grill on Sept. 11th. Unfortunately, the delivery did not arrive on the agreed date, leading my wife to call and find out it was rescheduled for Sept. 18th without any prior notice. Upon visiting the store the next day, the sales rep was apologetic and consulted the manager; however, the proposed solution of a discount did not meet our expectations. We encountered rudeness and unhelpfulness from staff, leading to a quick refund for undelivered items, yet I am left dissatisfied with the overall experience. I value keeping promises and prompt resolutions, but sadly, my experience with Lowe's did not meet these expectations.

I purchased a WP range and dishwasher early in the morning on Friday the 13th. I was informed it would come from Dallas that day and be delivered on Saturday. Unfortunately, the delivery did not happen as promised, and after numerous unsuccessful calls to the store, I realized they had sold me a 4-burner stove instead of the 5-burner I had requested. The new delivery date was set for Sunday the 15th, but only the dishwasher arrived, without the stove. When I contacted delivery, they said my stove had been canceled, leaving me frustrated. After visiting the store to address the issue, I found out they had canceled the 4-burner and replaced it with the 5-burner at the same price for delivery on Monday the 16th. I was upset about the lack of communication and the missed delivery, causing me to miss my grandson's ball game. This experience has been consistent with previous appliance deliveries from Lowe's, and I have decided not to shop there again and will advise my family and friends to do the same.

I am not certain if this is the appropriate place to address my concern, but I believe it is vital to speak up about an unfortunate event that resulted in the loss of an excellent employee, a valuable asset to your company, and also to Bond Manufacturing. We are frequent patrons of your Antioch California store, possibly ranking among your top customers. Consequently, we engage extensively with your Pro Service department, particularly with Dan Richardson. Dan has consistently provided us with exceptional assistance and displayed a positive attitude. He has been instrumental to both your organization and Bond. Regrettably, everything changed around two weeks ago due to an incident. The way this matter was handled and the treatment of your employees have led us at Bond to consider taking our business elsewhere.

Over Labor Day weekend, I set up a meeting for a Lowes sales representative named Eric to provide an estimate for a new roof at my house. Eric was knowledgeable and convinced me that Lowes offered a quality roof. On the same day, I applied for and was granted a Lowes credit card for the cost of the roof replacement. Eric promised the job would be finished within two weeks and that I wouldn't be charged until after installation. However, I was surprised to receive a bill for the roof before receiving it. Despite multiple attempts to contact Lowes, no one has responded to my concerns. I even spoke to the store manager in Paterson, NJ, but have yet to receive a call back. Frustrated by the lack of communication, I plan to cancel my order in-person today. This experience has been a complete nightmare.

Contract #[redacted] - I had a regrettable experience with Lowe's for a fence installation signed on July 19, [redacted]. I tried to cancel within the three-day window but was left waiting. The first contractor didn't show up, causing me to lose a day of work. The second contractor was unprofessional and unable to accommodate my schedule, which led me to contact Lowe's for a replacement. Despite Contractor #3 being scheduled for 9/25/19, my fence order is missing, and I'm already being charged. The customer service has been disappointing. I hope for a discount and request undamaged materials moving forward.

Dear Customer Service Team: I am writing to express my disappointment with the recent experience I had with Lowe's in Bee Cave, Texas. After purchasing a range during the Labor Day sale, I encountered several issues with the delivery process. Despite multiple calls and assurances from the delivery department, the range was not delivered as scheduled on Wednesday, September 25th. My husband, who took the day off work to facilitate the installation, faced a lack of communication and coordination from the store. The range was eventually delivered late in the evening, causing inconvenience and frustration. The time and effort wasted due to the errors in the delivery process were unacceptable. I am concerned about the apparent disregard for customer's time and the failure to fulfill commitments made by the company. This experience has left me hesitant to make future purchases from Lowe's and compelled me to share my negative feedback on platforms like Yelp. Sincerely, Marie M. Austin, TX

I had a frustrating experience trying to buy a French patio door at the Vincennes IN store. They insisted on an $85 delivery fee despite my explaining the policy for purchases above $[redacted]. Even after trying to speak to the manager, I was told she was too busy. I recently bought a Dewalt [redacted] at Home Depot with great service and no delivery fee. Lowes needs to improve customer service and consider honoring their price match program to keep up with competitors like Home Depot. It's essential to have a store manager who can effectively handle customer concerns.