Lowe's Customer Service Issues

You will be notified via email with pickup instructions and the chosen store location once your order is prepared. To retrieve your order, simply visit the store during operating hours at the assigned pickup spot. Kindly present your order confirmation email or number alongside a valid photo ID (such as a state driver's license, military ID, or state ID). These are the guidelines for your order retrieval. I personally placed a phone order on Friday with the request to collect it on Monday, April 6. Despite being informed that I would receive a confirmation email, I followed up on Saturday morning and was reassured that I would receive the confirmation before 9 PM on Sunday, April 5. Regrettably, I have not yet received any confirmation, leaving me uncertain about when I can collect my order. My credit card has been charged. I emphasized to the representative that I preferred not to enter the store, intending to call upon my arrival for assistance with loading items into my vehicle. Despite understanding the challenging circumstances you are facing, considering I initiated contact at 9:06am on Friday, a confirmation should have been received by now.

I would like to arrange a pickup for the return and refund of a 60" bathtub still in its original packaging at the delivery location. During renovations, it was discovered that the supporting beams in the second bathroom would not allow for installation. The item number is [redacted], model number [redacted]0-0, with invoice number [redacted] and order number [redacted]95 from 03/16/[redacted]. I prefer the refund to be credited to the original payment card but would accept a store credit if necessary. Dealing with a year of bathroom issues and contractor troubles has been challenging. Thank you for your understanding and cooperation in advance.

I am Donna F. from Camillus, NY. I recently ordered a chest deep freezer from Lowes that was delayed twice and then canceled. When I visited my local store, I noticed two deep freezers that couldn't be sold, reserved only for first responders, hospitals, and possibly Lowes staff. Another store informed me they couldn't reserve freezers, leaving me confused about their policies. This situation caused me to lose $80 worth of meat. I wish Lowes had been transparent about the delays so I could have purchased from a different company that had stock available. I feel disappointed and frustrated with the lack of clarity from Lowes regarding my freezer purchase.

I am Michele Williams. I purchased a Samsung 4.5 cu ft High Efficiency front loader washing machine, which was delivered on April 11, [redacted]. Unfortunately, the machine was not installed correctly, causing it to shake and make loud noises. After calling the store several times, I was promised a replacement and a loaner machine. Despite some delays and communication issues with a third-party delivery service, a manager named Bill eventually helped expedite the process. However, there were further delays and unfulfilled promises from the store, leading to frustration and disappointment. I currently have a loaner machine and am still waiting for the new one to arrive. I am dissatisfied with the service I have received and am considering a refund, though I need a washing machine. This experience has left me feeling disheartened and unlikely to shop at Lowes again.

I attempted to purchase a table saw online while it was on sale, but during checkout, I encountered a message stating the item was unavailable. I saved the item in my list expecting to buy it on sale at a later time, but now I am uncertain if that will be possible. When contacting customer service to request a rain check, the representative was unable to assist and did not commit to honoring the sale price in the future. The advertised website did not mention any restrictions on availability or pricing related to the DeWalt table saw (DW745) priced at $[redacted]. If Lowe's fails to honor the sale price, it may be perceived as deceptive advertising.

I bought a product online and went to the store on Madison Avenue in Reading, PA for pickup. I went to stall number 2, dialed the number, and realized the extension #[redacted] did not exist. Despite trying, the staff hung up on me when I mentioned I was there for a pickup. The pickup stalls were full of customers going into the store. Eventually, I noticed a sign on a post further up that said to press 2, 2. It might have been easier if a truck without customers inside hadn't been parked there. After several attempts, I got through. While waiting, a staff member tried to help, and then customer service put me on hold multiple times. They eventually found my order and brought it to my car. Unfortunately, they couldn't load it in my trunk this time, as they had done in the past. Luckily, I had gloves and hand sanitizer to handle it. It took me an hour from leaving my house (just 2.5 miles away) to returning with three bags of birdseed and a night light. I recommend looking into Giant Food Store's pickup system, as it works much better. I appreciate that you are making efforts to assist customers during this pandemic, and hope my feedback helps you enhance the process. I have always been a loyal shopper at Lowe's.

During this challenging time, I seek quality service from Lowes, which remains open. After enduring a 45-minute hold, speaking with Corporate for 20 minutes, and wrongly being transferred to the West Main Kalamazoo fulfillment center instead of Battle Creek, I anticipated resolution within two days, yet I am still awaiting a call. Regrettably, part of my recent order # [redacted]80 / Invoice # [redacted] arrived damaged, soaked, faulty, and missing an item. The online ordering process consumed significant time and effort, heightening my disappointment as I faced these obstacles. Having already reached out to Corporate and the Lowes location in West Main Kalamazoo, MI, I aim to address the following issues:

Hello, I recently bought 23 cartons of SMARTCORE Ultra flooring (UV[redacted]2) along with installation tools. The floor went together smoothly, but after a few days, tiles started popping up. Despite following instructions and watching tutorials, the tiles won't stay in place. The manager at Lowe's in Killingly, CT suggested returning the unused boxes, but won't take back the used tiles. I need help getting credit for the $1,[redacted] worth of now useless tiles. Please respond quickly as the room is a mess. Thank you, P. Jalette.

I am extremely disappointed with the lack of assistance I received from Lowes Sioux City regarding two appliances I purchased in late January this year and were delivered at the end of February. Shortly after installing them, the Maytag dryer started malfunctioning. When I contacted Lowes, they insisted I call Maytag for assistance due to not purchasing an extended warranty. The same issue occurred when the ice maker in the freezer stopped working. As a former retailer of Maytag and Amana, I always provided service and assistance beyond just making a sale. It is frustrating that despite buying brand new appliances from Lowes, I did not receive the support I expected. Additionally, I encountered problems with an incomplete shower I bought from Lowes, which resulted in extra expenses and a significant delay. It seems the primary goal of your sales staff and stores is profit, rather than customer service. I am now considering whether to continue using Lowes in the future.

On April 17, [redacted], my spouse and I bought a 25 cu. Ft. Frigidaire refrigerator at my nearby Lowes' Store in Albemarle, NC. The delivery team brought the fridge into our home and left it in the living room with the bubble wrap and Styrofoam still intact. Assuming it was the one we ordered, we moved it to the kitchen, unwrapped it, only to realize it was smaller than expected. I went back to the store, explained the situation, and was told they could either exchange the fridge or refund the price difference. I need help resolving this issue. My contact number is [redacted].

On May 10, [redacted], my old freezer started making noise, so I called a service man who suggested getting a new one. After checking multiple stores in Albany, most were sold out. Eventually, I located a 16-cubic upright freezer at Lowe's in Schenectady, NY, for $[redacted].92 with a $[redacted].37 5-year warranty. It was supposed to be delivered on Sunday, May 19th, but the delivery didn't happen despite assurances. After several calls and delays, I was informed there was no freezer available for me. Frustrated, I found a different freezer, canceled my order with Lowe's, and now face issues with receiving a $[redacted].37 credit back to my Lowe's credit card. Despite countless calls to the store, I have yet to resolve this matter and have experienced significant losses, costing me about $[redacted] including the spoiled food. I find Lowe's responsible for the whole incident and hold them accountable for the inconvenience and financial loss incurred. Thank you, Joseph DM.

Hello, I'm Sandra Hall. I purchased a commode with a slow-closing lid from the Southaven Store on Goodman Road. Initially, I planned for it to be delivered for free to my home address in Wynne, AR. I utilized two $50 gift cards, discarding them afterwards. Unfortunately, the commode never arrived, and only the lid is available for pickup at the Southaven store. Despite numerous unsuccessful attempts to resolve this over the phone and online with Eli, I'm still without a solution. I'm eager to restart the process with a different Visa card and have both the commode and lid delivered to my home. Whether under my name or my husband's name, Benjamin Mike Hall, I am requesting assistance in applying the gift cards to the new order. Thank you for your help in resolving this issue promptly.

I recently bought a GE FS Gas/Conv Range, JGB700SEJSS, on April 25th. I opted for delivery and installation, paid for installation, and had the range/oven delivered on April 26th. Unfortunately, once we started using the range, we discovered it had not been converted from natural gas to propane, resulting in a dangerous carbon monoxide issue. Despite contacting Lowes service center three times, no manager has reached out as promised. We are unable to use the range safely. I'm reaching out for assistance in getting it properly installed. Please contact me at [redacted]-27-[redacted] or email me at [redacted] Thank you. Jeffrey Grobe

On March 13th, Lowe's delivered a new Frigidaire Refrigerator to a rental house in Westernport, MD. They were two hours late without prior notice. On April 30, my tenant moved in, but the fridge isn't cooling after two days. I called Lowe's customer service, waited 45 minutes to speak to a representative. They kindly advised that warranty calls for Frigidaire Refrigerators must go through Frigidaire directly. When I contacted Frigidaire, after a 20-minute wait, they mentioned I had to call back during office hours. Frustrated, I found a phone number for Frigidaire Service online, but it only had automated options. After a series of calls and dead-ends, I finally reached Dave's Appliance Repair, who needed a work order from Frigidaire to proceed. Although I require Lowe's assistance to fix or exchange the faulty fridge, the process has been a series of dead-ends, and I now face additional costs to provide my tenant with a temporary solution.

As a retired Air Force officer, I've tried to register for the military discount at Lowes, a benefit I've enjoyed for years. However, I'm now being asked to provide proof of military service directly to corporate, not at a retail store, which is inconvenient as I don't have a scanner to send electronic copies. Can you please provide guidance on how I can mail the necessary documents such as a DD214 to Lowes via U.S. Postal service so I can continue to benefit from the discount? I have been redirected to Home Depot due to this issue and would prefer to shop at Lowes as I have done for years. Thank you, H.R. "Dick" Finch, Colonel, USAF (ret)

Good afternoon. I recently received a washer from Lowes, and it arrived promptly within 24 hours. However, there was a dent on the top of the washer, which was present even before the delivery guys brought it in. I contacted the [redacted] number, but after spending 50 minutes on hold, I was informed that they couldn't address the issue via email and that someone would need to inspect the washer in person. Given the current situation with the coronavirus, having someone come to the house is not something I'm comfortable with. My order details are below. Despite my efforts, the dent remains unresolved, and I have concerns due to having young children and elderly at-risk parents. I hope the situation can be reviewed and resolved considering the circumstances. I am proposing a 20% refund to account for the dent and the time spent on the unsuccessful call. Thank you for understanding. Brent Jett

I recently purchased a refrigerator from Lowe's on Mountain Grove Rd in Knoxville. Although I was told they could move the new fridge upstairs and the old one downstairs, the delivery team refused due to the icemaker's wiring. After several attempts to have it sorted, the old refrigerator remains in the middle of my kitchen. I never received a sales receipt and only found out the total amount from a letter from Syncrony Bank. This has been a frustrating experience, especially as I didn't receive the ice holder with my purchase. I am unsure how to proceed from here.

Good Morning, I am extremely frustrated with the situation involving the refrigerator I purchased on 5/04/[redacted]. Despite confirming the availability of the fridge in-store, I agreed to have Lowes deliver it today instead of taking it with me. Last evening, I double-checked the delivery details and even received a confirmation email with the delivery team's photo IDs. This morning, I was shocked to be informed that the refrigerator was sold to someone else, even though it was clearly marked as sold to me. The salesperson and manager seemed clueless about the mix-up, shifting the blame to an online order placed after mine. The way they handled the situation was unprofessional and frustrating. The manager's lack of proactive steps and his attempt to mislead me regarding the timeline of events only added to my dissatisfaction. I requested him to check other store locations for availability but have yet to receive an update. I hope the store addresses this issue promptly and provides a satisfactory resolution.

I had a refrigerator delivery scheduled for today, May 7. We were supposed to receive a call yesterday to confirm the time, but we didn't hear anything. Upon checking our Order Status on the Lowe's website, the delivery date has been changed to Sunday, May 10, causing a 4-day delay. We never received any notification or explanation from Lowe's regarding this delay. We've been unsuccessful in reaching anyone at the Lowe's Dublin store or the [redacted] numbers provided. Every time we call, we are met with a recorded message about Lowe's services during COVID-19, followed by the phone just ringing endlessly and eventually disconnecting. We've tried calling multiple times with the same results. We are eager to speak with a Lowe's representative who can clarify why the delivery was postponed and if there's any possibility of an earlier delivery date. Thank you.

The local store has been incredibly frustrating as they have not been answering the phone regarding my online order. Despite being told it would arrive on May 4th, there has been no communication since. I have tried reaching out multiple times but to no avail. Even contacting the [redacted] number has not been helpful. I made a significant purchase of nearly $[redacted] and the lack of communication is unacceptable. The store's claim of being an essential business is contradicted by their actions. It is disappointing that they are not prioritizing customer service. I just want to know the status of my order, a simple inquiry that should be addressed promptly. Hopefully, they can improve their communication and customer support by hiring additional staff to answer calls. Many individuals are looking for job opportunities, and this could benefit both the store and customers.