Lowe's Customer Service Issues

I bought 2 baseboard heaters at store [redacted] in October from Marley Engineering model [redacted], 96 inches. They worked well until February when the Marley thermostat failed. After replacing it, the safety control switches prevented the heaters from working. Marley directed me to a company for replacement parts, but I had to purchase 2 new heaters from the store since I needed heat urgently. Marley states that as the products were sold to Lowe's, I have to seek a refund through the store. I lack the original receipts for the defective heaters but have them for the replacements. The new heaters are not from Marley as the manufacturer has changed. I'm unsure of my options. Thanks, David B.

The new policy of placing my order in a lock box is extremely inconvenient. I am unable to walk into the store from my car, let alone to a lock box. What happened to the option of calling the store, dialing ext. 2, and having someone bring the order to my car? I have been told there should be an option on the online order form to choose my pick-up method, but after searching for an hour yesterday, I was unable to find this supposed option. During my last pick-up, the person was unable to access the lock box to retrieve my order, resulting in me leaving without it.

I encountered two significant issues recently: 1. A $41.87 item was returned but not picked up as scheduled on 2/9 despite numerous attempts. While the Lowe's app indicates the return was received for order no. [redacted]00, my synchronicity account does not reflect the return. Various calls to Lowe's, the bank, and customer service proved futile, leading me to close the account and begin a charge dispute process, which may take up to 60 days. 2. In addition, a late Synchronicity bill was received on March 10 for March 1, incurring a late fee of $2.36, alongside unpleasant encounters with their staff. With my impeccable Citi Fico score of [redacted], I settled the entire $[redacted].77 bill, encompassing the original $41.87 and interest. I hope for a swift resolution, a fifty dollar credit, $44.23 reimbursement, and a formal apology; otherwise, I will consider legal action. Sincerely, J. Lamboy

In November [redacted], I had my kitchen remodeled by Lowe's for over $50,[redacted], which included new tile flooring. According to the contract, Lowe's was supposed to send someone to inspect the kitchen six months after completion, but no one came or called. After 4-6 months, cracks appeared in the grout. I reached out to Lowe's and the contractor, Home Solutions. The contractor fixed the initial issues, but more grout started cracking later on. Despite leaving messages for Vincenta Ruiz at Lowe's, nobody responded. Eventually, the contractor suggested replacing the entire floor, which Lowe's refused to cover under warranty, claiming it had expired. I'm frustrated that even though the problem arose during the warranty period, Lowe's is not willing to help, shifting blame to the grout manufacturer instead. It feels unfair that after investing so much in a remodel, I am left with a faulty floor and no support from Lowe's.

Today, my wife and I visited Lowe’s in Jensen Beach, Florida. At the checkout, we provided our military ID and phone number, which we've used for years without issue. Unfortunately, the cashier was unable to locate our account and was not very pleasant when we requested assistance. Despite asking her to call the manager, she did not, causing a delay for other customers. Eventually, we left our items in the cart and called the manager ourselves. He located our information but did not offer any help. Disappointed with their attitude, we decided to shop at our usual Lowe’s in Stuart, Florida. The lack of assistance and unfriendly behavior made us feel unwelcome. Thank you for listening.

I have been trying to organize all my electrical tools into one toolbox and stumbled upon the perfect one on the Lowes website. After calculating the cost of a round trip to the store at $8, I wanted to check shipping fees. The shipping charge was nearly the same as my trip, but the site hinted that I was just about $2.87 away from free shipping. In preparation for a plumbing project, I added five 1/2" copper elbows to the cart to reach the free shipping threshold. Feeling proud of my decision, I later discovered that the elbows could only be picked up at the store while the toolbox would be delivered. Despite planning to save money, the trip to Lowes was chaotic due to heavy traffic. Although I understand the idea behind combining items to save on shipping costs, in the end, this unexpected turn cost me an additional $8. It's just one of those days.

I purchased a washer and dryer from my local Lowe's yesterday. During the purchase, the associate asked if I needed new water lines for the washer, to which I declined as ours were still in good condition. However, upon delivery, the installers claimed they couldn't proceed without the new hoses. I wish this had been communicated to me earlier. Additionally, I was told I would receive a delivery call the night before to confirm a 4-hour window, but I didn't hear from anyone until I called on the day of delivery at 2 o'clock and was informed of the 3 to 7 delivery slot. This lack of communication was inconvenient as I had plans for the morning. On a separate note, when I asked an associate in the store for help finding knee pads, I felt neglected as he seemed more interested in assisting a younger woman despite my clear need for assistance. I expect better customer service, having worked in customer service myself. My order number is [redacted]42 under Laura T. Thank you.

I researched online and decided to buy item #[redacted] model #[redacted] (1-in x 6-in x6-ft pressure treated lumber) at the Lowes stores in Blaine MN and Coon Rapids, MN. The website indicated the Coon Rapids location had [redacted] in stock. I planned to buy 60 pieces along with screws. Despite asking a female employee for help, we couldn't find the items. She tried to assist by using her handheld device and guided me to the supposed location which turned out to be empty. After no luck, she went to get help and returned with a man who said he would check the system, but they both disappeared. I waited around 15-20 minutes scanning the store for assistance with no luck, leading me to buy more expensive boards for a quick solution. Frustrated by the lack of staff help and wasted time, I'm heading to Home Depot today instead. Time is precious, and this experience may deter me from returning to this store with multiple other options nearby.

I recently received my Husqvarna zero-turn mower, but I encountered an issue with the manual. The manual provided was for a regular riding mower, not the zero-turn model I purchased. After struggling to figure out how to operate it safely, I reached out to Husqvarna customer support for assistance. Unfortunately, when I contacted Lowe’s Gun Barrel City Texas, where I bought the mower, the customer service was unhelpful and suggested I find the manual online or come to the store to pick one up, which I found unacceptable. I tried using Lowe’s chat service but faced more challenges and delays. I simply want the correct manual that should have been included with my mower delivery. I urge them to fulfill their responsibility of providing the appropriate user manual for my specific Husqvarna zero-turn model.

My LG side-by-side refrigerator model LSX263865's warranty is expiring today, which was purchased on 3/29/[redacted]. On March 9, [redacted], we faced a cooling issue and were informed that since it has been 5 years since the date of manufacture, no assistance could be provided. Just this past Friday, 3/26/21, we received a notice from Lowe’s Protection Plan Plus stating that our plan would expire on 3/29/21. However, attempts to contact LOWES led to being repeatedly disconnected or left on hold, including difficulties reaching the service desk at the local store. It seems challenging to get through to their customer service despite the protection plan. I am seeking compensation for the refrigerator still under warranty.

I am disappointed with the service provided by Lowe's. Today, I had a delivery scheduled that has yet to arrive. Despite my attempts to reach out, I have been unable to speak with anyone for assistance. I have tried contacting various departments and managers to no avail. It is frustrating to rely solely on Lowe's in my town when the service has been consistently lacking. Even though I have spent a significant amount of money at the Pine Bluff location, the overall experience has been far from satisfactory. As someone with experience in retail, I can easily recognize incompetence and poor training when I encounter it. All I hope for today is to receive my delivery without any further inconvenience. Unfortunately, it seems that speaking to a human being is only possible by physically going to the store. This has been the only effective way for me to address delivery issues in the past.

I recently called the customer service at your OKC location on May Avenue and 36th to inquire about a $[redacted].00 item. Unfortunately, the person I spoke to was unhelpful and mentioned they were too busy to assist. When I called back 10 minutes later, the same unhelpful individual answered without addressing my query, exhibiting poor customer service. This experience makes me question the level of service your company provides. It is essential for businesses to prioritize customer satisfaction, or risk facing consequences similar to those experienced by companies like Sears or Montgomery Wards. In the future, it may be beneficial to assign individuals more suited to customer service roles at the counter. Due to this negative encounter, I will explore other options to find the item I need, rather than making the lengthy journey to your store. Thank you very much.

I ordered [redacted] retaining wall blocks last week with a guarantee of delivery today. I received a call yesterday from a manager inquiring if I could change the delivery date due to their busy schedule, to which I declined as I have workers scheduled and it's quite costly. They assured me there wouldn't be an issue with the delivery today. I took the day off work to be here for the delivery, incurring additional expenses, only to find out that my delivery didn't make it on the truck and the date was changed without notice. This situation needs to be addressed promptly, and I insist on receiving my delivery today as promised. I expect the delivery to be handled professionally as per the guarantees made, and I will be seeking a considerable discount on my purchase. I made this transaction at the Brockton store in Massachusetts. My name is Colm G. and you can reach me at [redacted], my address is 16 Whittier Rd, Braintree, MA [redacted]. Kindly respond promptly.

I recently ordered 3 air filters and noticed I was charged twice. Loews was quick to resolve the issue and reversed the $11. I paid for 3 air filters, received them, and was just surprised with another 3 filters today. Loews acknowledged their mistake and said I can keep the extra filters at no cost. I requested an email confirmation for my records to avoid any future charges, but have not received it yet. It seems Loews' communication may be lacking. In the future, I will consider shopping at Home Depot instead. I hope to receive the promised email to prevent any double charges in the future.

I placed an order for a range vent under order # [redacted]41 with a scheduled delivery on 3/25/21. Unfortunately, the item was never delivered. I reached out to customer support three times regarding the delay. On 4/5/[redacted], I spent two hours on the phone with customer support seeking an update but was unable to obtain a resolution. Subsequently, I requested to cancel the order and receive a refund to my Lowes credit card. Despite being on hold for an additional 20 minutes and eventually getting disconnected without a callback despite requesting to have my number recorded, I actively tried to dispute the charge on my Lowes credit card by filling out the dispute form. However, when trying to submit it through the messaging system as directed on the website, I encountered an error message indicating no messages on file. I now intend to cancel the order and have the charges refunded so that I can source the item from an alternative vendor.

We placed an order for a new Samsung range on April 3, [redacted]. The initial promise was a delivery and installation scheduled for the 13th; however, a notification on the 12th stated the delivery would be at 7:15 AM on the 13th. Subsequently, we received a call from the store stating they couldn't locate our oven. Although promised a callback to resolve the issue, no one followed up. Several attempts to contact the store went unanswered. After a 10-hour wait, we visited the store and spoke with the Manager, who then assigned the salesperson to assist us. In the end, we received an upgraded model at no extra charge. The experience has left us displeased as we now have to wait an additional 10 days for a new oven. As long-standing customers, this incident with our first appliance purchase might impact our future shopping decisions at Lowes.

My order number [redacted]26 was scheduled to arrive by 4:15pm ET, but it did not show up, causing me to miss work for the delivery. I paid over $1,[redacted] for the fridge, and now I have no refrigerator. I also bought a fridge for $[redacted] less from a competitor that would have arrived by Saturday 4/17. I have proof of both purchases. I want Lowe's to price match the cheaper fridge because I did not order directly from the shipping company. Despite a representative saying they would alert the shipping company, I find it unacceptable that Lowe's is not taking responsibility for the situation and is not resolving the issue promptly.

I would like to bring attention to an experience I had at my local Lowes in Athens, Alabama. I encountered some difficulties with placing an order for pick-up, which was frustrating. Despite finally managing to place the order, upon arriving at the store, I was informed it had not been received. After explaining the situation to a cashier, Whitney Brown, the head cashier, stepped in to assist. She took charge of my order, personally gathered the items, and ensured everything was processed smoothly. Her exceptional service stood out, and I believe she deserves special recognition for going above and beyond. Acknowledging Whitney's dedication and providing her with commendation would be greatly appreciated. Thank you for your attention to this matter. Joan M., Athens, Alabama

Dear Mr. Ellison, I am a US Army Captain and a board member of the Veteran Housing Commission. Our non-profit organization has been building homes for severely injured and PTSD-affected veterans since [redacted]. With the support of donations, businesses, fundraisers, and volunteers, we have constructed over [redacted] homes. On November 4, [redacted], I began searching for front doors on Lowe’s website for our 31-unit townhome project in Harrisonburg, VA. After placing several orders (numbers redacted), the orders were unexpectedly cancelled five months later without notice. Despite reassurances from Lowe’s employee, Roger, the doors never arrived. Our organization solely relies on donations, and we view this cancellation as a great inconvenience affecting 31 families. We believe this was an unprofessional handling of our order. We kindly request your assistance in rectifying this issue promptly. Thank you for your attention to this matter. Respectfully, Cpt. Heather Andrick, US ARMY, JRTC

I purchased item # [redacted], but it rusted badly. In [redacted], an Allen & Roth representative promised in the comments to replace the rods with new aluminum ones. After contacting Allen & Roth, they agreed to replace them and transferred me to Lowe's. However, after being on hold for 1 1/2 hours and only reaching someone in the gift cards department, I am unable to resolve the issue. Whenever I try the callback option, I get disconnected. I need assistance in reaching the correct department or person to resolve this product issue.