Lowe's Customer Service Issues

Hello, Yesterday, I received two deliveries, both with damaged products. The first order, #[redacted]70, included 3 ripped bags of paver base, each losing more than half its contents. I had ordered 10 bags, but it seems they sent me the last 10 bags from a pallet, causing the damage. The second order, #[redacted]88, which included Trex decking pieces, had 3 damaged solid deck boards and 7 damaged fascia pieces. Some had deep scratches, while others had pieces broken off. This is very disappointing, as my deck is being built soon and I cannot use damaged materials. The $[redacted] purchase took two weeks to arrive, and now I might have to wait another 2 weeks for replacements. This lack of quality control is unacceptable. I hope you can expedite the process and address this issue promptly. Thank you. Best regards, S. R.

I recently attempted to return items that I hadn't used to the store But when I explained to the assistant manager that the debit card I used for the purchase was no longer active and asked for a cash refund, he insisted that the refund must go back onto the card. Quoting directly from the store's return policy which states that "with a valid receipt, you will receive a cash refund if the original purchase was made by cash or debit", I requested a cash refund as per the policy but was still denied. The assistant manager acknowledged the policy but refused to comply and insisted on putting the refund back on the inactive card. This issue has resulted in me being unable to access $[redacted] from the return. A similar incident occurred with another return where I chose to keep the merchandise and receipt rather than have the money put back on the card. I am frustrated by this experience and am seeking assistance from the store to rectify the situation by providing the cash refund as per their stated policy.

I have been trying to reach the Tyler, Texas store via phone without success. Despite multiple attempts, I have not been able to get through. On 04/25/[redacted], I placed an in-store order for a generator, but after two weeks of waiting with no product, I visited the store. The manager informed me that the manufacturer was out of stock, so I was refunded. However, upon finding an in-store replacement and purchasing another generator, the cost of the extended protection plan was not refunded to my Visa card. Despite numerous follow-up attempts with the Tyler store, I have not received a response. I kindly request the $69.97 for the service plan plus $5.77 tax, totaling $75.74, to be credited back to my Visa card. The purchase was made on 04/25/[redacted] with invoice #[redacted]. Thank you for your attention to this matter. Best regards, Steve G. Home phone - [redacted]

I've been expecting the delivery of my freezer since 8 a.m today, but I have not received any updates. I tried contacting the local store without success. I am disappointed with the lack of customer service. Please get in touch with me urgently at [redacted]. Additionally, I found the Lowes Hardware assistance line unhelpful and frustrating. I believe they should reach out to me promptly, and I would appreciate a substantial refund for the inconvenience of waiting for two freezers and compensation for taking a day off work.

During this challenging period, I appreciate the service provided by Lowe's over the years. Recently, I encountered issues during an online order pick-up at my local store. Despite the email confirmation, my items were not brought out to me during the curb-side pick-up. After waiting for 40 minutes, I had to go to the pick-up desk where a staff member assisted me in gathering my items, although not all were initially available. The situation was resolved with the help of an assistant manager named Ken, who was apologetic. While I have engaged with customer service before, this experience fell short of my expectations. Despite this, I remain a loyal Lowe's customer and wanted to bring this matter to your attention. Additional training for staff may be beneficial. Thank you for considering my feedback. Sincerely, GM

I received the closet doors I ordered on 10th May (Order #[redacted]) and unfortunately, one of them arrived damaged. I've been trying to contact Lowe’s for assistance with no luck. I have contacted my local store at [redacted] and the customer service line at [redacted], but have not been able to speak with anyone who could help me. I was promised a call back from a manager, but missed it, and since then, I have been unable to reach anyone for a replacement door. It has been almost two weeks without a closet door, and I urgently need this matter resolved. If anyone has advice on how I can reach a person who can assist me, please let me know.

I need assistance with a rebate for a washer and dryer delivered yesterday. The rebate requires the Offer # or Offer Name, which is supposed to be on the sales receipt but is missing. The store was not helpful when contacted about it. Additionally, we were informed that the washer and dryer would be installed, but the delivery men said we need to do it ourselves. We bought pedestals, but the wrong ones were delivered. I'm concerned about having to lift the washer myself, especially considering I'm 71 years old.

I reported a non-functioning Samsung washing machine on April 27. A repair person from Premier Appliance Service came on April 28 for an extended warranty repair, where they mentioned the circuit board needed replacing. After that repair, I didn't receive any further communication from them, and contacting them has proven difficult as their number is always busy. Following up with you, you scheduled another appointment with Premier for Saturday, May 23, between 8 a.m. and 12 p.m. Unfortunately, they didn't show up by 5:30 p.m. I reported this to your representative, who assured me she would follow up, but I haven't heard anything since. It's been nearly a month since I initially reported the issue, and I am considering purchasing a new machine. At this point, I believe a refund is in order. David D.

I have encountered an issue with Lowe’s customer service. I recently ordered wood online for a customer's porch steps. When I went to pick up my order early, as I've done numerous times in the past, the pick-up desk staff refused. This unexpected change in policy left me frustrated, as I have a long history of self-service pick-ups. The delay caused by this new procedure means my customer will be without steps for three days. The service at the pick-up desk was not only unhelpful but also rude, adding to my disappointment. I rely on being able to pick up orders swiftly, regardless of who is working. This negative experience has cost me time, money for childcare, and potential work opportunities. Considering canceling my $[redacted] order and switching to Home Depot seems like a reasonable course of action given the poor treatment I received. This incident highlights the need for consistent and respectful customer service practices.

I had a frustrating experience at the store today. A cashier left the register while we were in line without any explanation, as the other register she moved to was not working. After we moved to a different line, my order was rung up on another faulty register that couldn't provide a receipt. I requested a manager multiple times, but only the head cashier was called over. They re-did the transaction on a different machine, which ended up charging my card twice. To top it off, I later found that an item I bought was used and returned to the shelf. I'm really annoyed and now have to go back to the store to exchange it.

Subject: Dissatisfaction with Lowes Curbside Pickup Experience Hello, I am a loyal customer of Lowes and wanted to share my recent unpleasant experience with the curbside pickup service, specifically with the customer associate named Breana. Upon receiving emails confirming the readiness of my three orders, I proceeded to the store and followed the curbside pickup instructions. Despite waiting in my car for nearly 20 minutes, I realized I had only received a receipt for one order. When I called the store, a helpful staff member assured me my orders were on the way. A female associate approached me with a cart and immediately claimed I had already picked up one of my orders - the same one I had the receipt for. Despite explaining that I had the receipt but not the items, she insisted I had already received the order. This miscommunication led to her leaving all my products in the cart in the parking lot before walking away abruptly. Upon checking the bag she left behind, I found the missing batteries inside, clearly showing the error on her part. While misunderstandings can occur, Breana's handling of the situation was unacceptable. Accusing a customer of picking up items without verifying and leaving orders in the parking lot is not in line with customer service standards. I brought this issue to the attention of a manager who attempted to resolve the matter. However, I was taken aback when he defended Breana and refused to address her behavior towards me. As a regular shopper at Lowes, I expect better treatment and accountability from your staff. In situations like this, a more customer-friendly approach is essential. I hope this feedback helps improve customer experiences in the future. Thank you, F.A.

Dear Lowes, I am a dedicated customer who recently encountered a troubling incident during a curbside pickup with one of your customer associates, Breana. After receiving confirmation emails for my three orders, I arrived at the store and followed the pickup process. Despite waiting in my car for nearly 20 minutes, I only received a receipt for one order. When I called the store, they assured me my orders were en route. However, upon the arrival of a staff member, I was informed that one of my orders had already been picked up, the one correlated with the receipt I had. Despite reiterating that I had not received the item, the associate insisted otherwise. Frustrated by her lack of assistance, I was shocked when she abruptly abandoned my remaining items in the parking lot. After addressing the issue with a manager inside, I discovered the missing batteries in the bag left outside. Although mistakes can happen, Breana's behavior was unacceptable. Her defensive and accusatory attitude towards a loyal customer was distressing. Your employee's conduct contradicts the service I expect from Lowes. Sincerely, Fabiana

I need assistance with processing a refund at the Auburn store location. I was promised the refund would be issued back to my canceled card, but it was not. Instead, I was given cash. I also have a complaint about the Pacific Highway Washington Lowe's home improvement store. I was unjustly kicked out after using the bathroom with my sister. The staff insisted we leave immediately or they would involve law enforcement.

I purchased a gas-powered push mower for my daughter, and it arrived on Sunday through FedEx. Unfortunately, the box was torn and taped together. Upon opening it, I discovered that the mower is missing a wheel, came with the wrong manual, and none of the screws fit. I've been unsuccessful in reaching customer service at any store, waiting for an hour on hold with no luck. The purchase was made using a credit card, and I also got a two-year warranty. It's urgent that this issue gets resolved quickly since my daughter is unable to tend to the yard at her new home. I'm requesting an assembled unit to be available at a store near her residence. This level of service is extremely disappointing.

Lowes Store: [redacted] Curbside Order #[redacted]13 I placed an order for a Ring Camera and a free Echo Dot, which took two days to process. Despite the status showing "arrived in store" and "In Progress," I only received a "Your Order is Ready" email later on. Upon arrival for pickup, I experienced delays, waiting for over 45 minutes in the Curbside area. Eventually, I had to go inside, where Assistant Manager Monica informed me that the Ring Camera was out of stock, only providing the Echo Dot and attempting to charge me for it. It was frustrating not to receive any prior notification of the stock issue or updates on my order status. This situation made me feel disrespected, especially considering the inconvenience of bringing my young son along. I hope for a more attentive approach to customer care in the future. Sincerely, Charles S. Lee

I recently purchased a 5-piece patio set in Albemarle, NC, but encountered several issues when trying to pick it up at the store. Despite receiving a confirmation email, no one could locate my order when I arrived. After returning with the order number, there was again a delay in finding the item. Despite multiple attempts to resolve the situation, including waiting on hold and being transferred to different departments, the order could not be located. In the end, I had to cancel the order (#[redacted]22) totaling over $[redacted] due to the ongoing issues. The lack of communication and organization throughout this process was frustrating. I hope Lowe's can improve their pickup system to avoid similar situations in the future.

I placed an order for a shed from Lowe's on 5/13/20, expecting a free delivery in 4 to 5 days. It was a challenge to reach a live person for assistance. After some persistence, a lady provided me with a number and tracking details for NSD Trucking. Unfortunately, NSD was even more frustrating to deal with. After numerous attempts over 3 days, I was unable to get any information on the whereabouts of my shed, which has now been over 3 weeks. I understand the delays due to the virus, but the lack of customer service is unacceptable. I run my own business and would go out of business if I operated like Lowe's and NSD. I canceled my order this morning out of sheer frustration. I will be turning to Home Depot where I hope to find better service. The lack of professionalism in handling customer queries and the inefficient trucking company are disappointing. Lowe's needs to address the shortage of support on the phones. I will not be dealing with this situation again.

I recently visited Lowe's to return an item, and the staff refunded the money to my debit card. I urgently need the funds and cannot wait for the refund process. This is the second instance where Lowe's has credited the amount to my card instead of providing cash as requested. I kindly request immediate assistance to ensure the refund is processed to my card promptly. I made the return to address an urgent need for the funds, and your prompt action would be greatly appreciated.

Recently at the Lowes branch on Dallas Hwy in Marietta, Georgia, I purchased 10 gallons of paint. When I had to return to get more, the store mistakenly used the wrong base, which was confirmed by the store manager. Unfortunately, we had already paid painters to paint 20-foot walls with the incorrect paint, causing a mismatch on the walls. The store only offered more paint as compensation, but now we need to pay the painters again to repaint the house. As loyal customers of Lowes for many years, we were disappointed by the lack of respect shown in handling this mistake, resulting in a significant financial burden due to the store's error at the paint counter. We believe we should either receive a refund for all the paint or have the house repainted at Lowes's expense.

I encountered difficulty with the email I sent, as it was returned as ''undeliverable''. I am deeply dissatisfied with the order pick-up service provided today. My partner left work early to collect my order, prioritizing it before an appointment. When he returned, he was extremely frustrated because he had to wait for one hour and 15 minutes to obtain the order. Subsequently, rushing to unload the grill and make his appointment on time, he accidentally ran over and destroyed one of my planters. Consequently, he missed his appointment and had to reschedule it. Despite the circumstances, I find this level of service unacceptable. Although I have always favored Lowe's over Home Depot due to customer service and pricing, today's experience has made me reconsider my preferences. I request that this feedback be escalated to management, customer service, and relevant stakeholders for consideration.