Lowe's Customer Service Issues

I bought a Bosch built-in dishwasher from Lowe's in Pine Bluff, Arkansas on August 18, [redacted], with delivery scheduled for September 4, [redacted]. Upon inquiring about Order#[redacted]61 on September 24, [redacted], I was given conflicting information and excuses about the delayed delivery. Eventually, I was informed that the vendor had canceled the order on September 8, [redacted]. I have since spent several hours trying to cancel and confirm the cancellation of Order#[redacted]61. Despite multiple attempts to reach the manager at the Pine Bluff store and visiting the Order Status website, I struggled to get a clear answer. After contacting the [redacted] number, I believe that Order#[redacted]6 has been canceled, but I have yet to receive a confirmation. I provided my email address, [redacted], at the time of purchase. In essence, I urge Lowe's store in Pine Bluff to improve their communication and responsiveness. The online platform should also be updated to enhance customer experience. Regards, Richard Hawkins.

I placed an order for a screen door on August 9th and was told it would arrive by August 24th. After the date passed, Lowes customer service had me wait a few more days but no email arrived. Despite multiple attempts to contact them, I was often hung up on until finally reaching someone who directed me to call Larson Doors for the PO number. Larson Doors requires this number to locate the order, but I've been unable to get it from Lowe's. I was charged over $[redacted] for the door and would appreciate any assistance. The Order number is [redacted]78 and the Invoice number is [redacted]. Thank you for your help. - Linda M.

I recently visited Lowe’s to select blinds costing approximately $[redacted] plus installation. However, the contractor sent to take measurements displayed unprofessionalism by not wearing a mask and lacking knowledge of the blinds we wanted. This behavior was concerning, and upon raising the issue with the local Lowe’s store manager, I received a dismissive response. Despite being a long-time customer who has spent over $50,[redacted] at Lowe’s in the past 10 years on various projects, the lack of action taken was disappointing. Given the experience at the Clarksville, TN store, I will seek services elsewhere. My account is registered under the names Brian Prentice and Ryan Prentice.

I recently purchased a Genie garage door opener and had it installed by a local carpenter. However, the remotes and keypad were not working. After contacting service, I was informed by a manager that the opener was defective and returned it. I bought another one, including installation, but I lost $75 on the first installation. Despite being told the installation was scheduled for 9/14/20, I did not hear from Lowes. After calling on Monday, I was given a 10:00 am time slot. When installers did not arrive by 12:30 pm, I called again and was informed that it was rescheduled for 9/18/20 without any prior notice. This lack of communication and poor customer service has made me reconsider future purchases from Lowes as we adjusted our plans to accommodate their schedule but were treated poorly.

On July 15, [redacted], I bought four appliances, but I have yet to receive my range, microwave, and dishwasher. The refrigerator was delivered damaged a few weeks ago. Despite being contacted five times assuring delivery, I have faced continuous setbacks. Each time I take time off work for delivery, they fail to arrive. Visits to the store have been unproductive, with blame shifted between the store, salesperson, and delivery staff. My dishwasher remains undelivered for three weeks, despite sitting in the store. The store manager, Haley, provided conflicting information, even stating appliances were not in stock on the delivery day. Recently, store manager Keith attempted to resolve the issue, but further confusions arose. To add to the frustration, a washer purchased from Lowes in September [redacted] has been awaiting repair for two months. Enduring over 10 hours on various calls, including an hour-long wait with the corporate office today, leaves me exasperated. I vow not to buy from Lowes again and will inform others of the poor service. Immediate contact is necessary to rectify this chaotic situation.

During November [redacted], a professional company painted the exterior of my home using Valspar SeasonFlex paint. Recently, I have noticed areas where the paint is bubbling or peeling off the wall. These spots are about 8 feet from the ground, where they haven't been damaged by "wear and tear" or exposed to sun or rain. This is disappointing to me as I expected the paint to last 10-15 years like the previous one did for 13 years before needing attention due to color fading. I am keen on finding out how this issue can be fixed. Looking forward to your response. - M Wilding

Order #[redacted]12: I made an online purchase last night and picked up my new refrigerator from Lowes today. The employees helped load it into my truck, but upon unpacking it at home, I discovered a dent and scratches on the door. Despite the damage, I needed to use it urgently as my old fridge had stopped working. I’m disappointed that it doesn’t look brand new as I had hoped. I have pictures of the damage and would like to share them, but I’m not sure how to attach them here. Please advise on how I can send them to you for reference. Thanks, Terra.

This afternoon, I visited Lowes in Mansfield, Texas, after a few months. In the garden department, I noticed two staff members not wearing masks, which surprised me. All customers wore masks except for these two employees. One lady, around 50 years old with curly blond hair wearing a hat, and the other was a long-time employee with grey curly hair and glasses. This incident happened around 10:30 a.m. today. When I mentioned it to the cashier, their response was dismissive. I believe this issue should not be taken lightly, as it can escalate if not addressed promptly. It's important for employees to show respect and courtesy to customers, just as the customers were doing at Lowes today.

I recently visited Lowes to purchase some items for my daughter. I was looking for garden weed barrier fabric and had trouble finding it. One employee gave me a general direction, but another staff member named Dave went out of his way to guide me directly to the product, which was on a higher shelf. I then inquired about damaged mulch bags, and again Dave assisted me promptly, lifting the heavy bags into my car with a kind attitude and a constant smile. He even waited for me to bring my car around. I wanted to express my gratitude to him and commend his exceptional customer service at Lowes LOWE'S OF W. ERIE, PA - Store #1[redacted] Asbury Road. Dave from the lawn and garden department went above and beyond to help me on Wednesday, September 23rd. Thank you, Lowes, for having such a caring and helpful employee.

I wanted to share my experience with the Lowe's store in Terre Haute, Indiana. The shopping experience in the store itself is pleasant with knowledgeable and friendly associates. However, the pick-up service is where they fall short. The curbside pickup option is unreliable due to their app not functioning properly, often requiring customers to go inside anyway. When placing online orders, despite the website showing items in stock, I regularly receive emails stating otherwise and suggesting alternative items, making online shopping for delivery frustrating. I now prefer ordering from Home Depot as their online stock availability is accurate. At Lowe's, there have been consistent issues with locating and receiving orders at the pick-up desk, with miscommunication between staff members causing confusion. The service at Lowe's pick-up is lacking and disappointing, leading me to take my business elsewhere due to the unnecessary hassles. Lowe's needs to streamline their pick-up process to match their competitors' efficiency.

I purchased a custom shower door from Lowe's, and it's been 3 months with no door. The vendor never came to measure, and there was poor communication from the start. Lowe's called last minute to reschedule after I had taken the day off and waited. The shower sat at Lowe's for 1 1/2 weeks before they called to schedule installation. Then, it was discovered parts were missing, and they ordered the wrong door, causing more delays. During the install, a glass piece was broken and the installer left, with no follow-up from Lowe's. They have no customer service, don't communicate promptly, and the process is flawed. Lowe's policy of not checking orders before handing them to installers is problematic. Overall, this experience has been frustrating and Lowe's has lost my business. Consider this a cautionary tale for those considering purchases from Lowe's.

Store #[redacted] in Woodbridge, VA, is highly regarded, but is noticeably understaffed compared to other locations. Unfortunately, it's been challenging to get assistance with purchasing cabinets as staff are hard to reach via phone or email, which is frustrating. The management seems to prioritize cutting costs over providing adequate customer service, impacting sales potential. While some dedicated employees exist, there's a prevalent issue with lack of support and knowledge among staff. As a regular visitor, improving staffing levels could significantly enhance the overall shopping experience and drive up sales. The convenience of having both Lowe's and Home Depot nearby should be utilized better. It's a missed opportunity not to capitalize on the influx of customers due to current circumstances. The neighboring Stafford, VA store sets a good example with knowledgeable and accessible staff. With the right investments and consultancy, the store could greatly improve customer satisfaction and business success.

On September 15, I visited the store to buy a dishwasher and blinds. Unfortunately, the system froze during payment, resulting in a triple charge on my Lowe’s card. On September 27, upon returning, the manager assisted in refunding two charges but omitted the amount for the blinds, totaling over $96. I am seeking refunds for the double charges on the blinds to be credited back to my card. Additionally, I am willing to cancel the $3,[redacted] shed purchase. It's worth noting that my recent customer service experiences have been poor except for the manager who was exceptionally helpful and friendly during my visits.

I visited the Lowe's on Sunset Blvd. in Lexington, South Carolina, at 11:50 a.m. today, October 6th. I approached the "Pro Desk" seeking help with loading and cutting a 3/4" MDF panel into 4 x 12" panels. The representative said they would "try" to find assistance. After waiting 10 minutes without help, I sought help from another customer and proceeded to the cutting station. Again, after 10 more minutes with no assistance, I returned to the "Pro Desk" where they promised to send someone, but no one came. Frustrated, I spoke to the store manager, expressing my dissatisfaction and stating I would take my business to Home Depot. This is not the first time I've experienced such poor service at Lowe's. My rating for this experience would be less than one star.

My spouse and I bought an LG washer Model WT7800C on October 5, [redacted]. We were informed that the delivery and installation were set for Friday, October 9th, between 8 & 11 am. However, our nearby Lowes store just contacted us and mentioned they do not have the washer in the N.Y. warehouse. They rescheduled the delivery to October 17th or 18th. It is frustrating that they are selling items that are not available. In the meantime, we are left without a solution for our dirty laundry. Although the staff at the local store were nice, they were also unsure of the situation. I would appreciate any help you can offer regarding this issue. Regards, William L., MSgt, USAF Ret. (Frustrated and in need of clarification)

On October 5th, I purchased an LG Washer model # WT7800CW at the Lowe's store in Rome, NY. The sales associate assisted with additional items like new water hoses and a 5-year warranty, totaling over $1,[redacted]. Today, October 9, [redacted], was scheduled for delivery between 8 and 11 am. I was notified this morning that the washer is not in stock at the warehouse, and the new estimated delivery date is now October 16. How can a product be sold if it's not available? The system should have indicated the stock status. They mentioned the washer is located in a Pennsylvania warehouse, not Syracuse. This situation is frustrating. I'm seeking assistance to resolve this issue promptly. Thank you. Best regards, William L., MSgt. USAF Ret. Reference TRANS#[redacted] created on 10-05-20

I made an online order for a dishwasher on September 29th. After receiving an email stating a delay until Oct 8th, I contacted customer service for clarification. Despite being reassured that the dishwasher was in stock and would be available for pickup on the 8th, my order was unexpectedly canceled without notification. Consequently, I decided to reorder online and found one ready for pick up in-store, which I collected today. My order number is [redacted]95. Upon arriving at customer service, I was not properly greeted by an employee named Autumn. She seemed uninterested and unhelpful, leaving me waiting and confused. After some delay, another lady assisted me efficiently and pleasantly, finally providing me with the dishwasher. Despite her helpfulness, Autumn's lack of customer service skills left me disappointed with my overall experience at Lowe’s. I left without feeling appreciated as a customer. This encounter has made me reconsider making future purchases at Lowe’s. Sincerely, Laura Leedberg

I visited Lowe's in Sierra Vista, AZ yesterday to collect my online order of Pergo Laminate Flooring - 20 boxes. Unfortunately, I experienced a significant delay of 30 - 40 minutes before being assisted. Despite my efforts to inquire, the staff cited being too busy due to inventory day. Frustrated, I even had to raise my voice for assistance, only to face a confrontation with female employees. Being on oxygen, my machine was low on battery, and I had to drive back home. Following this experience, I have decided to switch to shopping at HOME DEPOT for my future home renovation needs. The store's aisles are often blocked with store items, making navigation difficult, especially for customers like me who rely on a scooter. I have documented these issues and intend to contact corporate regarding the lack of accessibility in the store. My hold time to reach corporate is currently at 30 minutes. I expect my flooring to be delivered promptly at no extra cost to me.

I placed an order for an American Standard tub, model number [redacted].[redacted].[redacted], on September 26, [redacted]. Initially, I was informed that it would be delivered within 12-14 days. On October 10, [redacted], I called to inquire about the status of my order. I interacted with two customer service representatives, including John with identification number [redacted]. I was informed that the delivery date had been rescheduled to October 21, then changed again to November 7. Despite requesting to speak with a supervisor and being assured that one would contact me the following day after filing a report, I have not received any further communication from Lowes. I explained the situation to them, mentioning that both my plumber and tile contractors had to be sent home without work and pay. Due to the delay, rescheduling with the contractors will be challenging as their availability is booked until the beginning of the new year. As of the conversation on October 12, [redacted], the tub was shipped on October 8, with an expected delivery on the 15th or 16th. However, I have not received the tub or any updates. I am disappointed with the lack of customer service provided and I urgently need the tub for my project.

I visited the Allen Park location #[redacted] and ordered a Samsung washer and dryer set for delivery. The delivery team was courteous and professional. However, upon delivery, the dryer was severely damaged. We were advised to continue using it until a replacement was arranged. Concerned about its safety, we inspected and found significant damage near the gas line. Despite being promised a callback for a replacement, we never received one. After going to the store, the manager was unhelpful and blamed us for the situation instead of offering solutions. We were left with a non-functional set and no assistance for a replacement. Frustrated with the lack of empathy and helpfulness, I requested a full refund, as we are unable to use the damaged appliances. Invoice number [redacted].