Lowe's Customer Service Issues

I have been struggling to purchase an outdoor storage shed for my back yard for over a month now, and the customer service experience has been disappointing, especially with the current pandemic situation. It has been challenging to get assistance over the phone to order the correct storage shed suitable for my needs, as I am unable to lift heavy items and build things due to personal circumstances. Despite finding options on the website within my budget, I have been unable to place the order or receive professional help at the store. The phone lines also proved unhelpful with no one available to assist promptly. I am considering exploring other options like Home Depot due to their seemingly better customer service during this difficult time compared to Lowe's.

I have been purchasing your paint-grade panels for years, specifically the 1"x16"x8' and the 1"x12"x8', the 1"x16"x6', and 1"x12"x6'. Initially, these were sourced from a Canadian supplier. Subsequently, they came from a Romanian supplier, which had nearly the same quality. However, the latest batch from the Brazilian supplier is not up to par. The quality is noticeably inferior. I wouldn't use these to construct anything. The new panels lack the paint-grade standard I had come to expect. I feel compelled to buy the more expensive "Stain Grade" panels that are similarly packaged in plastic but aren't an improvement over the Canadian or Romanian ones. When can we anticipate the return of the previous quality panels in stock? Thank you for addressing this concern. Best regards, Karl S. Eagle Cap Creations

I recently bought a Craftsman R140 riding mower and bagger on 2/28/[redacted]. The bagger was delivered on 3/08/[redacted], and the mower on 3/09/[redacted]. After spending a few days attaching the bagger, I used the mower for the first time on 3/26/[redacted]. It mowed great but made a loud grinding noise when moving forward or backward. Eventually, it stopped going backward entirely, only moving back slowly with a loud grinding sound when going forward afterward. Upon contacting the store, I was informed that my 30-day return policy had expired. Without a Lowes extended warranty, I needed to deal with the manufacturer, MTD. After frustrating calls and delays, a local repair shop that handles MTD warranty repairs picked up the mower on 4/27/[redacted]. Unfortunately, they are overloaded and won't be able to look at it for at least another 2 weeks. Having used the brand new mower for only half an hour, I now face the dilemma of buying a new mower or hiring someone to mow my lawn. It's disappointing that the return policy doesn't consider the actual usage time and the challenges of returning a used mower. Despite being a loyal Lowes customer since its arrival in Harrisonburg, Va., including building a home with their materials in [redacted], this experience has left me dissatisfied. My order number is [redacted]94.

My elderly neighbors, who are in their 90s, have been receiving daily calls for a month from someone claiming to be a credit collector and asking for their SSN. When I picked up the call yesterday for my neighbor, the caller hung up. I used star 69 to trace the number, and a man answered. He mentioned an unpaid Lowes credit card, but my neighbor doesn't shop at Lowes. The caller had some SSN digits and part of a name, but it was incorrect for my elderly neighbor. The caller identified himself as the credit person for Lowes. I informed him of the error and asked him to cease calling. I provided his contact number as [redacted] and asked him to text me instead at [redacted].

Store Location: Charleston and Decatur in Las Vegas A few weeks ago, I received a faulty 18 cu ft. fridge as part of an NV Energy promotion at your store. The Midea fridge had a distorted door, making it unusable. As a disabled senior relying on social security and food stamps, having a properly functioning fridge is crucial, especially for storing food from a food bank. I requested your store management to exchange the defective fridge for a larger unit, willing to pay the price difference. Despite it costing Lowe's nothing, they refused my request, which was disappointing. Today, I learned they are delivering a slightly larger replacement, though it seems my initial requests were not considered. The lack of cooperation and proper customer service channels for urgent issues have left me dissatisfied, considering my long history of patronage at Lowe's. I urge you to address this matter promptly and make things right. Sincerely, Robert G.

On April 30th, around 8 pm, I made a purchase at the Lowes store in Missoula, MT. Among the items I bought was a tub and shower drain cleaner. The male employee at Lowes put this item in a plastic bag near the single door at the south entrance. After driving home and placing the bag in the backseat of my Ford F-[redacted], I later found that the cap of the drain cleaner had come off on its own. This could have happened because the cap was not tightened properly while on the shelf or perhaps the salesperson accidentally loosened it. The contents of the product are harmful, and it spilled on my truck rug, causing damage. I suggest having the sales staff check the containers and caps of products for safety. Even though I regret not checking the cap myself, I hope this feedback is helpful. Best regards, Sam L. PS: I tried calling customer service for over an hour today without getting through. I also have a faded sales receipt for reference.

We placed an order #[redacted]97 Invoice #[redacted] and received a confirmation that it was ready for pick up. When we arrived on 05/02, the store was out of stock despite the email. The employees were unhelpful, and we had to wait a long time. Only part of our order was found, and we were told the rest was still in transit. We also want to confirm we were not charged tax as it was during Texas Emergency supply assistance no-tax weekend. Our Lowe's card declined even though our credit limit could cover one generator, not two. We called customer service with long wait times, and when we finally got someone, they couldn't hear us and hung up. We need to know why we were billed for two generators when we have the email saying our order is ready. This has been our worst experience with Lowe's, and we need help to resolve these issues. Can someone please contact us to confirm we were not charged multiple times and that tax wasn't applied?

I am reaching out to Customer Service as I have been experiencing issues with my local store. I placed an order for $4,[redacted] worth of fencing and sheds with a scheduled delivery date of 4/29/21. Despite receiving emails and texts regarding the delivery, the items were never loaded as promised. Subsequent delivery dates of 4/30 and 5/1 were also missed, with repeated confirmations that were not fulfilled. When I contacted the store today, I was informed that the items were out of stock and not scheduled for delivery, despite receiving another confirmation for today. This level of incompetence is extremely frustrating. I am hoping to connect with someone who can effectively resolve this issue rather than provide empty reassurances. My order is associated with phone number [redacted], and I have two outstanding orders that have not been delivered.

During my trip to Honolulu to visit my son and his family, we encountered issues with the KitchenAid refrigerator. Despite attempts made by my son, who is a Doctor in the U.S. Army with a demanding schedule, we faced difficulty due to time zone differences. Lowe’s in Honolulu arranged for A&E Appliance to inspect the fridge but faced delays in obtaining the necessary compressor part. Subsequent contact with Whirlpool/KitchenAid revealed that A&E Appliance was not an authorized service provider, leading to rescheduling with Lake Appliance for May 19th. I am concerned that despite the warranty requiring service by certified providers, this was not made clear during the $6,[redacted] purchase, putting a strain on my son, who is serving his country. The model is KBBL306ESS with serial number [redacted], purchased on 6/02/[redacted] by Jason M. Cage in Honolulu. I am now awaiting a resolution to this matter.

I purchased a piece of plywood from the Lowes store on [redacted] Brook Rd, Richmond VA [redacted] on May 4. Unfortunately, after having it cut to size for a small door under our stairs, I realized they had cut it incorrectly. Despite my attempts to have it redone, the employees were unwilling to help and one was particularly rude. After a frustrating experience, I contacted Lowes and spoke to a manager named Mike, who promised to resolve the issue. When I arrived at the store, there were delays in finding Mike, and the employee in the wood cutting section seemed uncooperative. Eventually, I left and had the wood cut at Home Depot where they were much more accommodating and friendly. Despite our history of being loyal customers at Lowes, this incident has left us disappointed and we have decided to take our business elsewhere.

Dear [redacted], I had a shed installation scheduled for today, 5/12/21. I was informed of the cancellation due to possible rain yesterday at 3 pm. However, there was only light drizzle starting at 5 pm today. I inquired around noon if they could still proceed with the installation. Roy mentioned the installers were 3.5 hours away and couldn't do it today. If Tay's company had checked the weather earlier, they could have completed the job as planned. Alternatively, if someone had contacted me two days before as indicated in the paperwork, I could have arranged for another day off. Gay offered to reschedule for Thursday, but I was not given that option. Now, I have to wait until next week for the installation. Sincerely, E.L.

I placed an order for a Ring doorbell from Lowe’s online on 4/28/[redacted], opting for home delivery. Despite this, I received a text notifying me that my order was ready for pick-up. After multiple frustrating attempts to contact customer service, I finally spoke to a helpful individual who assured me the item would be delivered the following day. The next day, a delivery truck left the small box at my door without mentioning any delivery charges. To my surprise, I was charged $79.00 for delivery on top of the $59.99 for the doorbell, totaling $[redacted].15. I am disappointed that I was not informed of this exorbitant fee beforehand as I would have reconsidered the purchase. Due to the lack of transparency, I am seeking a refund of the delivery charge and have been unsuccessful in reaching corporate for assistance. If the issue remains unresolved, I am prepared to return the product for a full refund.

Hello, I purchased a dishwasher from Lowe's in Houston, TX on April 22, [redacted]. I was looking forward to it and paid for installation. I informed both the store and the installation provider about my residency in a mid-rise building. My building requires contractors to be added to their insurance while working there. Unfortunately, the installer faced some issues complying with this requirement and failed to communicate effectively. After visiting the store on May 14th and being promised a follow-up by an associate, I received no communication. Today, I requested a refund as this experience has been frustrating and unproductive. It seems necessary to have installers who can work in mid-rise and high-rise buildings. I was informed that there is only one installer company available; perhaps having two options would be beneficial. Thank you, Ann B.

Subject: Poor Customer Service Experience at Lowe's Home Centers, LLC I recently purchased [redacted] bags of soil amendment from Lowe's and encountered terrible customer service. Despite being assured that I could make multiple trips in my small SUV for loading, the manager of the garden section was rude to my elderly housekeeper on the second trip and refused to help her load, claiming she needed a pickup truck for assistance. I attempted to contact the store but was stuck in a robotic phone system, with long wait times before finally reaching Assistant Manager "Joe," who was unapologetic and condescending. After my complaint, they assisted on the final trip, but the overall handling of the situation was disappointing. I tried to escalate the issue with Lowe's headquarters but faced more hurdles. I demand compensation for my housekeeper's labor and vow not to return to Lowe's after this experience. Regards, Linda H. Evergreen, CO

I recently purchased the Jensen medicine cabinet, listing number [redacted], model 255030X. Unfortunately, during installation by a contractor, the hole cut was larger than required. I encountered an issue with the far right side mirror door where a metal piece shaped like ( |___| ) was causing problems as it is wedged between the mirror and the frame. This obstruction prevents proper mounting of the mirror door. Due to it being already installed in the wall, returning it is not an option. Could you kindly send me a replacement mirror door with the hinge hole located on the bottom right of the closed door? Your prompt assistance in resolving this matter would be greatly appreciated. Thank you. Roy Lawrence

I placed an order on April 23, [redacted], and just noticed that Lowe's is sending the merchandise to the wrong address. Even though I provided my correct address, the person who took the order quoted me an unfamiliar address that I requested to be deleted. The correct address I gave is [redacted] Reed Rd, Houston, Texas [redacted]. Unfortunately, the order seems to have been sent to the old Blackfin address from my profile instead. I ordered (2) polyester queen box spring encasements (Item # [redacted]) for May 28 delivery and 2 standard size pillow protectors (Item # [redacted]) for June 1 delivery. As I realized this mistake after store hours, I plan to call first thing in the morning. My name is Lois Hogan, and I can be reached at [redacted].

As a homeowner who bought a Delta Ashton Touch 20 faucet, I encountered issues returning the item due to a manager named Sean at the Lowe's store in Salem on Turner Road. The situation was handled poorly, and his remarks were unprofessional and offensive. The incident has left me feeling discriminated against based on race and appearance. I believe in the ethical standards of Lowe's and wish to return the unused product without prejudice at any store location. I hope to address this matter promptly to prevent further escalation. While Sean may excel in his role, customer respect should be a top priority. If necessary, replacing him could elevate the company's standards. Mistakes can be learning opportunities, but mistreating customers only damages the company's reputation. I kindly request a resolution and appreciate your attention to this matter.

I received help from a Lowe's representative who was friendly but provided incorrect information, resulting in me purchasing the wrong security door with the incorrect door opening direction. I need the door to open from the left, not the right as I had specified. I confirmed the model number, scheduled delivery for an extra $85, and arranged for installation, which could not be done, costing me more money. Upon unboxing, we noticed a small ding on the door frame. I need to contact someone to arrange a return and exchange for the correct door with the left-hand opening. Thank you.

I placed an order last night, Order # [redacted], totaling $[redacted].87. I attempted to apply a 5% discount with "CHAT" representative Bob W from 9:30 PM to 10:15 PM with no success. Unable to use my LOWES Advantage card, I ended up using a VISA card. Bob W instructed me to cancel the order and reorder with the LOWES Advantage card ending in [redacted], which was frustrating and time-consuming. Today, Customer Service is not answering my call at 1 [redacted] after being on hold for 40 minutes, which is disappointing. I have been a loyal customer since [redacted], having had my kitchen remodeled by LOWES. The lack of customer service assistance is distressing. I tried contacting LOWES Corporate offices with no success. The situation with the customer service rep Bob W has me considering further action if my 5% discount is not honored.

I am inquiring about the refund for my outdoor dining chairs order placed on 4/1/21 (Order [redacted]92). Despite being billed and labeled as 'shipped', I faced delays and cancellations due to the lack of actual shipping progress. After multiple calls, I canceled the order on 5/3/21 and received a cancellation confirmation #1-[redacted]8, expecting a $[redacted].41 refund in 14-21 business days. However, after 24 business days, the refund still hasn't reflected on my Lowes card. I have dedicated significant time to resolve this issue and it has inconvenienced me, prompting me to purchase furniture elsewhere. I seek a prompt resolution and question if this reflects Lowes' standard business practices. Your attention to this matter is appreciated.