Lowe's Customer Service Issues

I am currently in the process of remodeling my bathroom and had planned on purchasing the tub, vanity, sink, etc. from Lowe’s in Wauwatosa, WI due to their delivery service. However, after my sister's recent experience with a dented refrigerator delivery from the same store, I am now hesitant. When she informed the delivery team about the dent, they instructed her to contact the store. The store offered her a replacement but expected her to return the damaged refrigerator herself. Despite her explaining that she lacked a vehicle to transport it, they only provided a 10% discount as compensation. This situation has caused me to reconsider using Lowe’s for my remodel and look into other stores for my purchases. I am curious about Lowe’s actual policy regarding their delivery service in case items are damaged during delivery. Thank you.

I purchased an LG refrigerator at Lowes on 5/18/20 with a delivery date of 5/27/20. However, it wasn't available. I then chose another one in-store on 5/28, due for delivery on 6/8/20. Yet, it wasn't at the store with an expected arrival of 6/9/20. I missed a call on 6/8 and struggled to reach anyone in Delivery or Appliances. Today is 6/10, still no refrigerator. Despite speaking to the appliance desk, I was told to speak with a manager and got disconnected without speaking to one. I just need a refrigerator as I have 5 kids to feed, making it difficult without one.

I ordered a washer and dryer, expecting delivery on the evening of the 9th. The driver called after 8 p.m. to say they were running late. Despite staying up until midnight and trying to get in touch with them, we were informed our delivery would be delayed two more days. With a compromised immune system due to Multiple Sclerosis, I urgently need clean laundry. The washer was delivered with the correct components, but the dryer is incomplete as I wasn't given the option to add necessary parts. I am unable to reach the store for help, constantly being hung up on or put on hold. Despite being a loyal Lowe's customer, this experience has been disappointing. I have re-ordered the missing parts, but due to my condition, I need assistance with the installation. I am unable to do it myself.

I have been trying to contact Lowes on Transit Road in Williamsville, New York, without success. Wait times on three separate calls over two days have been 30 to 40 minutes each. Frustrated, I opted for curbside pickup and inquired about black mulch. I was told there was plenty in-store with assistance for loading. However, upon arrival, my husband was informed no black mulch was available. Despite investing hours on hold and physically going to Lowes, we were left empty-handed. This experience leaves me questioning the difficulty in reaching someone at Lowes and considering switching back to Home Depot for better service.

Order # [redacted]77 experienced issues with missing items, damaged plywood, and errors in billing. I paid for delivery, but some items were unavailable, and I received damaged roof sheathing. I am disappointed with Home Depot's service as I had similar problems before. Despite the website showing items in stock, 9 siding pieces were not available upon delivery. I had to pay again for a delivery charge even though one of the largest items was left off. Communication regarding product availability and alternatives was lacking. The 4 x 8 plywood ordered turned out to be three 2 x 4 pieces erroneously. I did not receive several billed items and only received one out of the four of another. I request refunds for items not received and the damaged roof sheathing. I will return the incorrect 2 x 4 plywood pieces.

I recently bought two rolls of Tenax poultry fencing to protect my garden from rabbits and chipmunks. Despite the product's claim of being a plastic alternative that provides added protection against predators, within two days, the animals had chewed through the fencing. I returned the fencing to Lowe's only to be told that I could not receive a refund for both rolls since I had cut the material during installation. I'm disappointed with their decision as the fencing was clearly faulty. I believe I should be refunded for both rolls since the product did not fulfill its purpose. I spent five hours installing and then uninstalling the fencing, all for a product that did not work as advertised. I urge Lowe's to reconsider their policy and provide a full refund for the second roll. Additionally, I advise against selling this fencing as it does not effectively keep out small animals. I have attached a scanned copy of the receipt for your reference.

My son purchased a Craftsman gas backpack blower model CM46BT as a Christmas gift in December 10, [redacted]. I commenced using it in April this year, and it keeps shutting off. It comes with a 2-year warranty. I returned it to the store, and they advised me to contact the manufacturer. After calling the number listed on the box, [redacted], I was put on hold for a total of 8 times. Eventually, I was told to call a different number, [redacted]. Despite spending hours on the phone, I didn't manage to reach them. I am frustrated and disappointed in the service. It would be appreciated if the store could exchange it for me. I usually shop at Lowes, have a Lowes card, but if this issue persists, I may have to consider other hardware stores. Brad P.

Dear Lowes, I ordered a stove over a month ago and was not expecting such a long wait time. I have been without a working stove since the end of April, leaving me to use a charcoal grill and small toaster oven as substitutes. I have been given three different delivery dates and am still waiting for my stove. I can't continue using temporary cooking solutions indefinitely. I would appreciate any assistance or compensation for the inconvenience of waiting over 30 days for my order to arrive. Thank you, Tina Lindhe Order Number: [redacted]

I would like to bring a concern to the attention of Corporate regarding the Vallejo, CA store. My family and I are regular customers who truly appreciate the staff and products at this location. However, we have noticed a significant issue within the garden department. During our recent visits over two consecutive weeks, we observed numerous neglected plants totaling thousands of dollars in losses. The lack of proper watering resulted in many plants dying and being shelved in the back due to excessive wilting. Despite visiting in both early morning and mid-day, there was no evidence of plant care. We were disappointed to find a lack of healthy flowers and vegetables. Subsequently, we found ourselves purchasing items at Home Depot where the plants were flourishing. We have raised this concern with some employees, yet the situation has not improved. We value our Lowe’s store and frequently utilize our account for various purchases. Thank you for your attention to this matter. Sincerely, Cathy H.

I had a frustrating experience at Lowe's Poughkeepsie store today. I attempted to return a brass ball valve (part # [redacted] by SharkBite) without a receipt, expecting store credit as I've done in the past. The two ladies at the return desk were pleasant, but the manager, "Nick," was rude and unprofessional. Despite the item only costing $22.00, he insisted high-ticket items require receipts for returns. When I mentioned the price, he accused me of potentially stealing the item as I couldn't prove purchase without a receipt. He refused to help, claiming to be the store manager, although his name tag identified him as the head cashier. I left the items I was going to purchase and went to Home Depot instead. This treatment makes me question if Lowe's labels customers as thieves and if this behavior reflects company values. If so, I will take my business elsewhere and advise others to do the same. -An upset customer

I placed my order on May 24th, with an initial delivery date of June 10th. Lowes of Edwardsville, PA called to reschedule the delivery to June 22nd due to truck issues. However, I noticed the delivery date changed to the 24th online. Despite confirming at the store on the 23rd, the delivery was again set for the 22nd. Visiting the store revealed the order was to be handled by the Scranton location, conflicting with previous information. Though frustrated with the service, I wish to commend the associate Dennis for his exceptional assistance. My order number is [redacted], and I have been waiting on hold with customer service for 30 minutes.

Date: June 9, [redacted], 6:27 PM To: Lowe's Home Improvement, Store #[redacted] Today, I received an email notifying me that my order of 50 cabinet knobs (Item #[redacted]) was ready for pick up. Upon visiting the store, I discovered that I had only received 28 cabinet knobs. After informing the store of the incomplete order, I was given an additional 9 cabinet knobs and directed to store #[redacted] for the remaining 13. Despite my online purchase indicating 50 cabinet knobs were ready for pick up, there was a discrepancy of 22 knobs. I find this situation to be unacceptable as online ordering should provide a more efficient and accurate method of shopping. It is frustrating to have to make multiple trips due to inventory errors. It is crucial for Lowes to have an effective inventory system in place to ensure orders are accurately fulfilled. I question the reliability of the current system being used for online orders and the inventory management within your facilities. This experience has been inconvenient and disappointing. Sincerely, P. Slifko

The scheduled delivery window was between 12 and 4, but the refrigerator didn't arrive until after 8 pm. Despite being told that the fridge doors should be removed for better access, the delivery team brought it in with the doors and handles intact. After they quickly left, my husband and I discovered a significant scratch/dent on the right door near the handle. It's unclear if this damage occurred during delivery or transportation, but I'm understandably upset. I was assured the delivery team were capable professionals who could handle door removal, but I am disappointed with how they handled the situation.

I am experiencing significant challenges with Lowes regarding the return of items. I have made numerous phone calls, only to be disconnected or transferred without any resolution. After reaching out via email to the flooring manager, I was promised a call back within an hour which did not happen. Eventually, I was contacted and told the delivery team would schedule a pick-up. On the scheduled day, the delivery contractor arrived but was unprepared for the quantity of items needing to be returned. Despite his efforts, the pick-up could not be completed. I reached out to customer service, and they abruptly hung up after obtaining my order number. I am disappointed with the lack of follow-through and communication from Lowes. It is crucial for them to fulfill their promises and ensure that their customer service is efficient and effective. I am eager to resolve this issue promptly as I have encountered enough challenges with Lowes.

I have been waiting for hours on the phone for someone to assist me with a repair appointment, but to no avail. They promised to contact me in two days, refund my money, or set up an appointment, but it has been two weeks without any update. Despite regular calls lasting over an hour, there has been no resolution. The LG refrigerator technician has attempted repairs three times, to no avail. Despite paying for a Lowe’s warranty, we have faced ongoing issues just outside the first year. The lack of progress is frustrating, and we would like a refund for the product and compensations. This situation reflects poorly on Lowe’s, and we need a swift resolution to this warranty service issue.

I need to file a formal complaint about the Lowes store at [redacted] Apple Valley Rd, Apple Valley, California [redacted]. The customer service is terrible, which is why Home Depot's parking lot is always full. I've been trying for a week to inquire about a sliding glass patio door. I've called many times and always get hung up on. Despite asking to speak to the store manager, he's never available whether in person or on the phone. I challenge someone to call the Apple Valley Lowes at 1-[redacted]. Ask for the store manager or someone in doors and windows to see the response. Then contact me to share the experience. This experience explains why Lowes does less business than Home Depot in my opinion. - D.J. [redacted]

I ordered a Craftsman storage cabinet for pickup at the Franklin, Indiana store. I received an email to pick up the item and went to Lowe's on June 25th around 3:30-4:00. I showed the employees my email receipt on my phone, but they claimed it wasn't paid for. Despite showing them the receipt, they were unable to process the transaction correctly. Eventually, I had to cancel the order due to their inability to resolve the issue. When I checked online later, the payment from the receipt was gone, but I had not received a refund. I had used discounts and the item was on sale, so I lost those benefits when considering reordering. My previous order, which was delivered, had no issues. I am seeking assistance to resolve this matter.

I am writing to express my frustration with my recent experience at Lowe's. On May 18th, I made a purchase in-store (transaction [redacted]7) totaling $3,[redacted].65, with an expected delivery date of May 28th. By May 27th, the order had not arrived. In response, I made another purchase (transaction [redacted]7) for $[redacted].81. To my dismay, the big order only shipped on May 28th and didn't arrive until around June 3rd. When I went to pick up the small order on June 10, it was nowhere to be found. In fact, neither the small nor the large order could be located initially. While I eventually received the large order, the small one is still missing. I have initiated a credit card dispute for the missing small order and believe I deserve a discount for the significant delay in the large order, which led to project setbacks and unavailability of helpers. Despite multiple visits to the store and unfulfilled promises of callbacks, my issues remain unresolved. I kindly request a prompt resolution and would appreciate a follow-up on the matter. Thank you. Joseph G.

I recently received an Allen & Roth outdoor loveseat and coffee table, model # CHLSCT2-AL, for $[redacted]. When assembling, I found a defective back piece that prevented proper assembly. After visiting the Danbury Lowe’s store, they advised me to order a replacement. My new order # is [redacted]02, scheduled for delivery on June 18th. However, it did not arrive as planned. I spoke to Adam at the Poughkeepsie store, who explained the issue and offered a solution to have a new one delivered from the Newburgh store for pick up around July 3rd, promising to call me upon its arrival. It’s now July 6th, and I haven't received any updates, causing concern as I have tenants moving in on July 13th. I've attempted to contact both the store and corporate office for assistance without success. Your prompt attention to this matter is greatly appreciated. Thank you.

I purchased a Frigidaire stove through Lowe's in Green Ohio on 6/10/[redacted]. The delivery had to be rescheduled due to availability, which was understandable. However, I had to contact the store to get a delivery date because of the lack of communication. Upon delivery, we noticed a small chip on the glass door that seemed to come from the factory in that condition. The delivery person reported it, and their manager offered a 10% discount. Concerned that the chip might worsen with oven use, I declined the offer, expecting the store manager (Liz) to contact me with possible solutions. Unfortunately, Liz never called despite my attempts to reach her. The cost of replacing the glass exceeds the offered discount. I even spoke with a sales associate who assured me they would convey my message to Liz but to no avail. I am open to a replacement glass to resolve the issue but am disheartened by the poor customer service at this store. Considering taking my business to Home Depot or Menards for better service.