Lowe's Customer Service Issues

I placed an order #[redacted]89 on April 7, [redacted], for shutters for my home online. When I made the purchase, I believed that only one shutter would be in each box, so I ordered enough for my entire home. However, the shipment did not arrive until July 6, [redacted], and it turned out to be double what I needed. I brought the extra shutters to the Lowes store in La Plata on July 10, [redacted], the first day off I had available. Unfortunately, Customer Service at the store informed me that they couldn't accept the return because it had been more than 90 days since the order. They attempted to contact the vendor, but they too declined the return. I also reached out to the vendor directly, but they refused the return as well. I find it unfair that I received the order less than a week ago and am unable to return the excess product. I would appreciate guidance on how to resolve this issue.

Today, we had a Lowe’s delivery from dsi logistics. The installers arrived very late at 7:10 pm to set up pedestals for our washer and dryer. During the dryer installation, the technician accidentally broke the gas line. He attempted a quick fix with WD40, causing a gas leak. Concerned for safety, my husband contacted So Cal Gas for assistance. They found the connection was improperly redone with putty by the installers. The gas leak was fixed, but our dryer now has a dent and remains unusable. Dealing with canceled deliveries, unhelpful customer service, and a dangerous situation has left us severely disappointed with Lowe’s and dsi logistics. We are seeking repairs for the damaged dryer, a proper gas line connection, and compensation for the ordeal we have endured. Thankful for our cautious approach to ensure our well-being in a potentially hazardous situation.

Hello, I'm Diane. I bought a Gladmere Vanity, a Style Selections medicine cabinet, and a Delta faucet on April 9th. However, upon delivery, I faced challenges with the items. The vanity top had crumbs, the sink was broken, and the mirror had a broken pane. I tried contacting Lowe's for assistance with installation and returns but had no luck. I managed to find someone else to install the items, but now I need help returning the damaged goods and getting a refund. I hope to resolve this issue promptly as contacting customer service has been difficult, and I don't have the means to return the items on my own. Thank you for your help.

My experience at your store was extremely unsatisfactory. After purchasing a ceiling fan from Lowes on June 24, [redacted], I realized I couldn't install it myself. When I returned to the store the same day to inquire about installation, I was informed that it had to be arranged at the time of purchase. Subsequently, I had to return the fan on June 27, [redacted], and reorder a new fan with installation. Despite being assured that an installer would contact me within 48 hours, there were delays due to the incorrect company being contacted for installation services. After numerous unsuccessful attempts to reach the store manager regarding the issue, I decided to cancel the order on July 8, [redacted]. To my dismay, I discovered charges on my Lowes credit card statement that did not align with the fan and installation costs. Despite facing similar issues with a carpet order that took a month to resolve, I was ultimately forced to cancel that order too. I am deeply disappointed by the lack of communication and service at Lowes.

Today, Monday, July 26, [redacted], I had arranged for Lowe’s installation team, facilitated by Maria, to install a backsplash. Beforehand, I had hired a plumber to disconnect my gas, in preparation for the installation. The appointment window was set between 8:00 am and 10:00 am. Around 9:30 am, I contacted the installation team for an update, and Maria informed me she couldn't reach the installer. After speaking with Kenneth Purry, a district installation manager, he assured me of a full refund for the inconveniences I faced. However, upon visiting the store, I was informed that only a refund for the labor was possible. Despite my efforts in reaching out to Lowe's over the phone and in person, encountering conflicting information, I am frustrated with the process. My request remains the same - a full refund and the option to keep the materials. Kimberly J.

Order #[redacted]57 was initially scheduled for delivery on 7/27/21 but got delayed until 8/10/[redacted] due to the window not being in stock. After expressing frustration to Kyle at the store, he offered to waive delivery charges and proceed with the delivery as planned for the next day. However, I later received a call confirming the order cancellation, which led to more confusion when I called back and was informed that the cancellation message somehow had not been received. The store representatives Matt and Brent mentioned that the invoice would remain the same, and they were unable to cancel the window or waive shipping fees. Despite the effort to resolve the issue, the order now appears as cancelled online after hours of dealing with this matter.

I am seeking assistance regarding an issue with the manager at the Plymouth Meeting store, Matt S. I have left 3 messages over the last 8 days, as he promised to provide an answer to my problem, but has failed to follow up. Additionally, an assistant manager did not provide me with the district manager's contact details. As a loyal customer who has purchased major appliances and had my entire kitchen redone by Lowes, I find this treatment unacceptable. Kindly contact Matt S. or his manager to address the unresolved issue promptly. Your attention to this matter is appreciated. Please let me know if further information is required. N. S.

Hello, I wanted to share my recent experience at Loews in Apple Valley, CA. In the plumbing aisle, I found 63 white 4-inch 10-foot pipes along with a variety of 3-inch couplers. However, when I tried to match the pipes with the couplers for my rainwater harvesting system, none of them were compatible, which was frustrating given I spent around $[redacted]. It was puzzling to see a whole display of fittings that didn't actually fit the pipes they were intended for. As a customer and potentially a business owner, it seems counterproductive to have products that don't work together. Additionally, I was surprised when I was asked to pay 10 cents for a bag at the checkout, especially when a competitor across the street does not charge for bags. This inconsistency in customer service might drive customers away.

I visited Lowe's at [redacted] Route 9 South, Rio Grande, NJ [redacted], to purchase a shower tub and shower door. However, the salesman incorrectly noted the delivery date as 9/2 instead of the necessary 8/2, causing a delay. Despite my urgent need for the items this week, the store informed me I must wait until 9/2. In attempts to resolve the issue, I contacted the store multiple times but faced long waits on hold and disconnections. The sales representative, George, labeled all items as "sold" with paper tags. My purchase, under Sales # S1861GM1 and Trans # [redacted]1, was made on 07/31/21 for a total of [redacted].33. I opened a new Lowe's account on the same day of purchase. Unfortunately, the inconvenience and lack of prompt assistance have impacted my renovation plans in the area. Any help in expediting my order would be greatly appreciated. Thank you, Joseph DeLucia

I ordered a brand new refrigerator online as a surprise gift for my neighbor, but it turned out to be a nightmare. The refrigerator did not work properly from the start, causing all the food to spoil and the appliance to become infested with bugs and a terrible smell. It was frustrating trying to contact the store and the customer service phone number as no one would answer or assist. Even the corporate line was unhelpful, with automated options leading to dead ends. I believe I am entitled to a refund and some store credit for the inconvenience, along with an apology for the hassle and disappointment caused by the faulty refrigerator.

I would like to know why Lowe’s employees ask customers for item numbers, prices, and sizes when the employees don't know. I purchased eight bricks at 98 cents each and had to go back to the aisle to provide this information while the employee did nothing. I do not work at Lowe’s but in surgery. In surgery, no one asks for instrument or suture numbers. Instead of being on their personal phones, why can't Lowe’s employees use phones to take pictures of items with numbers for reference when helping customers? Common sense seems lacking in this situation.

Order # [redacted]81 Invoice # [redacted] I recently purchased wall-mounted shelving from Lowe's through your website. I bought these items for delivery as I couldn't pick them up. Two long shelves were shipped promptly to my address. I received an email from Lowe's store in Laurel, MD, saying my items were ready for pickup, but it was a no-reply email. I tried calling the store but couldn't reach anyone. Contacting Lowe's customer service by phone has been challenging, as I can't bear to sit on hold for over an hour. My order was canceled, and the shelves are useless without the mounting hardware. I paid $75.00 for shipping and would like a refund. I prefer the items to be shipped to me as agreed upon. Currently working on a home improvement project, this experience makes me hesitant to shop at Lowe's again. Thank you for your help. S. Metcalf [redacted] Henderson Ave. Silver Spring, MD [redacted]

I placed an order for a dishwasher with Order # [redacted]38 on July 23. Unfortunately, I am no longer able to view the order online. Despite speaking with customer service and installation multiple times, the order seems to be missing. The installation team confirmed with the store that all the items are available and just waiting for scheduling. After my last conversation with the installation team last Thursday, they assured me they would contact me on Friday regarding scheduling, but Judy C., the renter, hasn't received any updates. Furthermore, I encountered issues with the phone system. When trying to use the call-back feature, I couldn't input the number 1, causing delays in speaking with a representative. The feedback system also presented challenges, as it wouldn't accept input for feedback. I've previously had smooth experiences with appliance deliveries from this company, making this situation quite frustrating.

I purchased a door six months ago and faced challenges coordinating the delivery and installation with Lowes. Despite multiple calls to the installation department, I finally received an install date of August 3. The scheduled delivery of the patio door on August 2 did not go as planned. I was informed the door was on its way on August 3, leading to confusion on the delivery day. After some delays and back-and-forth, the door arrived around 11 am. Following up on August 9 with Lowes Installation Services, I was disappointed to learn that my issue was not promptly resolved. Despite my payments on the Lowes credit card, the service has not been satisfactory with delays in both the door and fence installation. I feel frustrated and ignored as inquiries to Installation Services have not yielded a new installer or concrete solution. I need prompt attention to install the door I paid for, or I may consider seeking legal advice.

I had called at least 20 minutes in advance to pick up my order #[redacted]05 for curbside pickup. I waited for 65 minutes due to the store having only 1 forklift in operation, which was being used for a shipment. Eventually, I received my wood stove but found a big chunk missing from the firebrick in the back, exposing the metal of the stove. I have a picture of it. I am dissatisfied with this experience and would appreciate a call to address this issue. The stove is heavy, so returning it is not ideal, but I want this matter resolved to my satisfaction. Thank you, N. Morris.

Hello, My name is Martha. On March 13, [redacted], Patrick Petrie and I placed an order for Allen & Roth kitchen cabinets at the Lowe's store located at [redacted] Transit Road, Williamsville, NY [redacted]. When the cabinets were delivered on May 14, [redacted], we found that two of them were damaged. Melissa, the person who handled our order, promptly reordered the damaged cabinets. We received the replacements on July 7, [redacted]. However, on August 5, [redacted], our kitchen remodel contractor discovered that the cabinet for the kitchen sink, supposed to be free as part of a promotion, was missing. Despite Pat contacting someone on August 6, we still have not received any updates as of August 10, [redacted]. I double-checked the delivery against the boxes listed but did not realize the sink cabinet was missing until now. Could someone please assist us with this matter? Patrick can be reached at [redacted], and my number is [redacted]. Thank you. Email me at [redacted]

I received a delivery from Lowe's on July 3rd this year, but unfortunately, my property sustained damage during the process. Despite speaking with both a manager and an assistant manager, the damages have not yet been addressed as of today, August [redacted]. The items affected include my radio, storm door facing, and even a missing hammer. Although Lowe's did replace the purchased washer and dryer for my daughter, there were missing brackets which poses a safety concern. Having been a loyal customer of Lowe's for over 15 years and recommending the store to family and friends, I am disappointed with the current situation. I am hopeful to have these issues resolved promptly. Please reach out to me at my home phone [redacted] at your earliest convenience. My name is Ann Parker, and I typically interact with the Brook Road location.

I'm a long-time customer of Lowe's, having been a contractor for over 35 years. Recently, I learned about the requirement for white employees to attend an oppressor re-education class at your company. This decision has left me appalled and deeply offended. Despite having made substantial purchases from your store in the past month, I am contemplating returning all items bought and closing my credit account. I am even considering seeking legal advice regarding the distress and discrimination I feel subjected to. As someone who used to recommend your store to my customers, I can no longer endorse your business. In my home renovation profession spanning 25 years, I have built a loyal clientele, but I feel utterly disgusted by your discriminatory policy against white employees and customers. It pains me to think that your store no longer values the business of white people due to unfounded accusations of oppression. At 60 years old, I assure you, this is not a lighthearted matter for me.

We placed an order for windows in January with a delivery date in February for our renovation. Unfortunately, we were informed via email that the delivery would be delayed until April, which was already problematic due to the upcoming weather conditions. To make matters worse, only three out of the four windows arrived, yet we were charged for all four. We visited the Lowe's on Malabar to address the issue, and a kind and helpful employee named Elaine assisted us. She promised to resolve the problem and even offered to replace a 5-gallon bucket of paint that had been ruined due to the delay. However, when the broken window finally arrived in mid-April, we refused the delivery. Despite being told it was on the "fast track" for delivery, numerous follow-ups yielded no results. The staff seemed unaware of our situation, and attempts to reach a manager were unsuccessful. Elaine has since transferred to another store, leaving us feeling neglected and frustrated by the lack of communication and unfulfilled promises regarding the missing window and paint. The situation has caused significant inconvenience, as essential supplies have been left exposed to the elements for months. We are extremely disappointed with the overall experience and lack of customer service at this Lowe's location. We are still awaiting the missing items and seek a resolution as soon as possible.

I have a unique situation. My son has a credit at Lowe's for about $[redacted] and wants to buy a gas grill that Lowe's doesn't carry. Can Lowe's order the specific grill he wants and allow him to use his store credit? It's a grill and smoker combo, and I don't have the exact details yet. I just want to know if this is a possibility. His birthday is approaching, and we would like to assist him in acquiring this item. Thank you sincerely! Kathy P. Follow-up: I prefer receiving responses via email instead of phone calls.