Lowe's Customer Service Issues

I made an online purchase (#[redacted]18) of a sink using my credit card. The product was received by my doorman in Brooklyn a few days ago. However, I no longer need the sink and would like to return it. The item is unopened, and the box has been handled carefully. I am looking to schedule a pickup by Lowe's from my doorman for the return. As a first-time returner, I'd appreciate clear guidance to avoid unnecessary back and forth. I have a few questions regarding the return process to streamline things: 1. Was the initial delivery to my doorman free - will the return pickup also be free? 2. When can I expect a full refund back to my credit card? 3. Does the bar code on the top, covered in plastic, play a role in the return process? 4. Is there a specific form or procedure I need to follow for the return? 5. Given that this was an online order, what documentation is needed to verify my purchase? 6. As I don't own a printer, can I simply photograph the barcode using my iPod for the return process?

I recently bought a hot water tank from Lowe's on August 8th, and the installation was done promptly the next day. However, it's been nearly a month and we still don't have hot water. Despite technicians attempting to resolve the issue initially, it has now been a week since we've had any progress. When we contact ARS, they promise someone will come to help, but no one calls or shows up. We feel ignored and frustrated. As senior citizens, this situation is becoming incredibly stressful. We urgently require hot water, as the current situation is unacceptable. Checking online, we only see installation information from Georgia, not our purchase details. Our account number is [redacted], under Donald L. Humphrey, at [redacted] Corey Rd, Malabar, FL [redacted]. You can reach us at [redacted]. We are in desperate need of immediate assistance and would appreciate a prompt response. It's unimaginable to go without hot water for this long, especially when hot showers are a necessity. We believe it's crucial to speak to a real person to resolve this matter. Thank you, Joyce Humphrey.

I've had an awful experience with Lowe's customer service. I don't understand how things have gotten this bad. I spent over 45 minutes trying to stop my credit card from being repeatedly charged for the same item. I was disconnected four times, put on hold six times, and transferred between departments too many times to count. If you don't care to communicate with your customers, then maybe you shouldn't be in business. I am so frustrated that I don't even want to shop at your stores anymore. Please contact a store manager at the Ann Arbor location. Your customer service has reached an all-time low. My name is Alphonso S. Good luck reaching out.

I had a disappointing experience at Lowe's in Griffin, GA. I was trying to return items I purchased with my Lowe's credit card/mylowes card, including a phone order for pickup. Alexis Tanner, employee number [redacted], assisted me but a rude employee refused to take back an unopened garbage disposal, insisting I return on Wednesday due to company policy, despite all details being on the box sticker. He declined to provide his full name and abruptly walked away when I requested to see the return policy. When I called for the manager, no one was available; I was placed on hold for an hour until the call disconnected. I'm yet to speak with the manager.

Good day. I wanted to inform you that I received my package today, but unfortunately, one of the nozzles is missing. The box indicates that the pressure washer should have included a 40-degree nozzle, and the instruction booklet affirms this as well. However, upon checking the contents of the box, the 40-degree nozzle was not there. I would greatly appreciate it if I could receive the missing 40-degree nozzle as initially advertised. Thank you. UPDATE: Following up, after speaking with Lowes and being directed to the manufacturer, Craftsman, I was informed that they do not have the part available. Craftsman suggested returning the pressure washer to Lowes. I am left wondering why Craftsman would advertise the inclusion of a part on the package when it's not actually included in the box.

I purchased a heavy storm door last year with a service guarantee for repairs. Unfortunately, the door stopped working after a couple of weeks. A new part has been delivered to the store but I am unable to reach anyone to schedule a repair. I fear for the safety of my dogs and anyone near the door. Despite numerous attempts to contact the installer and the store, I have not received any assistance. I have been trying to speak with a manager and have faced long wait times and disconnections. I was promised a call back that never happened. The situation is urgent, and I urge for prompt action to prevent any accidents. The part is available in the store, and I reside in Foley, Alabama. Thank you for your attention to this matter.

I bought a TOTO toilet for over $[redacted] from Lowes in April [redacted], but it arrived damaged. Despite multiple attempts, it was only picked up by FEDEX after several days. I have been waiting for a refund since then, with a promise from customer service in July that it would arrive within 21 days. It is now September 13, and the refund has not been processed. I feel like Lowes is refusing to return my money, which is frustrating, especially since I lost my business during the pandemic. I am considering reaching out to the MA Attorney General's Office for assistance. Any advice on how to proceed would be appreciated. Thank you.

I recently purchased a 5-in-1 pond pump and filter, a [redacted]-gallon koi pond insert, and an 8-gallon waterfall upper pond insert from the Bowling Green, Kentucky store. When I opened the box for the 5-in-1 pump and filter, I found only the filter; the pump, light, and fountain attachments were missing. I've had issues in the past whenever I bought something from this store. Unfortunately, I couldn't find the receipt when I realized the missing parts. Frustrated, I decided to buy a replacement at the Franklin, Kentucky location instead. However, my wife keeps asking why I haven't returned the incomplete item. I've been trying to contact the Bowling Green store to arrange a return, but each time I call, I'm put on hold for over 30 minutes and then disconnected. This situation has happened more than once, making it difficult to address the problem. Thank you for any assistance you can provide in resolving this matter.

On August 15, I visited the Fairfield store to order custom window blinds. I paid $35 and an installer visited shortly after. He mentioned the store would contact me for the measurements. On Sept.4th, I received a call, and on Sept. 6th, I selected the blinds, but the contract showed double the installation cost than the $99 quoted. After requesting basic installation, I was informed they needed to confirm measurements with the installer, but never received feedback. Due to the sale ending, I followed up with the store, and despite multiple attempts, they had not connected with the installer. On Sept. 15th, I contacted the [redacted] number, explained the situation, and the changes were finally made after a call with the installer. However, the new contract did not reflect the sale price, and I would like to proceed with the order at the discounted price.

Subject: Issue with Online Order # [redacted]20 - Request for Redelivery of Washer I recently made an online order for a 3.5-cu ft Agitator Top-Load Washer from Lowe's, with the same email address linked to my account. Unfortunately, upon delivery on September 14, [redacted], the washing machine was defective and had to be returned immediately. Since then, the replacement washer has not been redelivered or installed. Although the Washing Machine Connector was delivered and the old washer was hauled away, the new washing machine is still pending. Despite the delivery showing as completed in my purchase history, the actual installation has not taken place. I reached out to Lowe's customer service on the same day of the issue, but multiple calls to provided numbers yielded no resolution. I am now requesting a clear timeline for redelivery, an update on my purchase history, and a potential refund if it can be processed quicker than the new delivery schedule. A washing machine is essential, and I eagerly anticipate a swift and effective resolution. Thank you for your assistance.

It took me four visits to the Lowe’s store in Hendersonville, TN to finally receive my washer. I purchased a set, but only the dryer was delivered on the first attempt, and the washer was missing. Subsequent delivery dates also failed with no automated calls or deliveries made. It took a total of four trips to the store before the assistant manager personally delivered the washer in his truck. Communication was poor, with unanswered phone calls and multiple trips to the store required for assistance. The delivery process was incredibly inefficient, causing significant inconvenience. The only positive experience was with Sean, the assistant manager, who showed care and helped resolve the issue. I am hesitant to purchase from Lowe’s again after this frustrating ordeal and suggest a thorough review and improvement of their delivery process to avoid such mishaps in the future with the third-party delivery service.

On August 10th, I bought a Holiday 20-inch 4 Burners 2.4-cu ft Freestanding Gas Range in white from the store. A week later, it was delivered. I paid for installation, but the technician couldn't light the pilots for the oven. Someone from Lowes came to check and said the unit was defective as it lacked a gas line to the oven. I asked for a replacement. After rescheduling four delivery appointments with no shows or calls, I am dissatisfied. I want to return the stove to Lowes in Aurora, CO, located at [redacted] South Havana St, and get a full refund. - Carol Helm

A few years back, I purchased an 80V trimmer along with a replacement head that worked fine. Recently, when I got a new trimmer, the replacement head I bought didn't fit. I was advised to order online from the Hutchinson KS store since they no longer carried the 80V trimmers. However, when I tried to get the replacement head, it was not available online or in-store. The staff seemed unaware and unhelpful, showing little care or product knowledge. I've been stuck in a frustrating six-week process with no resolution. Selling replacement heads that are not compatible with their own brand is baffling. My attempts to address this through an online survey were unsuccessful. All I wanted was a reliable product, not the runaround I've experienced. As a result, I'm left with a useless tool gathering dust.

Claim # 1-[redacted]9: I purchased a Fridgidaire stacked washer-dryer four years ago, along with a five-year extended warranty expiring in December [redacted]. The machine broke down, and after three unsuccessful technician visits, Electrolux mentioned parts won't be available for months. Despite contacting customer service on Sept. 20, 27, and today, Oct. 1, there's been no resolution. Electrolux is reviewing whether to authorize a refund so we can purchase a new machine. I feel let down by Lowe's, as they fail to honor their sales and warranties. It's frustrating to face delays and lack of action while being polite and patient. We need a prompt executive decision to refund our money for a replacement. These ongoing delays have severely undermined our trust in Lowe's warranty services. Contact me at [redacted] or [redacted]. Thanks, Robert W., Retired USAF Colonel.

I would like to address several issues regarding a recent delivery experience with your 3rd-party service. I am writing to express my dissatisfaction with the delivery of a damaged range (Order #[redacted]10). Despite receiving a replacement that was also damaged, the delivery team failed to collect the initially damaged range after two failed attempts. It was discovered that they had been using my previous address, causing further delays. I am scheduled for another pick-up tomorrow and hope for a successful outcome. I have requested a refund that is still pending while expressing my concerns over the inconvenience this has caused. Despite being a loyal customer who has made significant purchases, including the installation of a roof, I am hesitant to place future orders until these issues are addressed. I urge the management to take these complaints seriously to maintain customer satisfaction. Best, D.M. [redacted] [redacted] Chippewa Dr, Marietta, OH [redacted]

My mother purchased a Frigidaire refrigerator in Arizona on August 28, [redacted]. It has stopped working. The freezer was not functioning correctly, and A&E (Frigidaire's warranty vendor) identified a factory defect with the freezer door on October 2nd. They scheduled a replacement for October 13th. Today, the entire refrigerator has failed, causing food to spoil. Despite my explanation to A&E, they insisted on only addressing the door issue on the set date. I contacted Frigidaire, but they require an invoice from A&E before proceeding, which may take up to 48 hours. They were unable to provide immediate assistance. My 94-year-old mother is left with a malfunctioning appliance, and there's uncertainty about a resolution timeline. Even Lowe's, where the appliance was purchased, could only offer reimbursement for spoiled food through their Protection Plan. It's frustrating to see a new appliance fail so soon with no clear resolution in sight, especially when it's vital for my elderly mother.

I have reached out to customer service twice, on Saturday, October 2, and Tuesday, October 5 regarding the refund for my door installation fee. The installers did not complete the installation as expected. Despite their efforts to leave around 5 pm, claiming a slight dent on one of the trim pieces and the door swinging the wrong way, I managed to install the Larson white 32-inch storm door myself. The reversible door can swing in either direction, as I later discovered. I believe locating the installation fee should not be a difficult task, given the prompt estimate provided by the estimator during the initial visit. Unfortunately, the estimated dates promised were not met, leading to delays that frustrated me. I will continue to pursue a resolution until this matter is resolved, as I remain dissatisfied with the progress of this project.

I purchased an LG front load washer at Lowes in late [redacted] using my Lowes credit card. Recently, the washer stopped spinning, and the repair person indicated a broken motor covered by a 10-year warranty. To claim it, I needed proof of purchase, which I couldn't find, so I checked my online credit card statements that only go back 3 years. When I contacted Synchrony, they said they could view the purchase record but refused to provide me a copy due to the age of the statement. Despite seeing the information on their screens, they denied my request. Following a frustrating back-and-forth, I decided to cover the repair costs, but the repairman couldn't replace the motor, leaving me with the need to purchase a new washer. I require the statement for LG but faced unhelpful and unprofessional responses from Synchrony, making it difficult to proceed. If you can offer guidance or support, I would greatly appreciate it. - M. D.

Lowe's previously had the best return policy with no 90-day rule, allowing credit back to your card with a receipt from the same store. They also provided a 10% discount for military veterans daily. As a loyal customer, I only shopped at Lowe's. However, now their policy is the same as Home Depot - after 90 days, the receipt is invalid. Home Depot also offers a 10% discount for veterans daily, so there's no need to drive further to Lowe's. Despite both stores having a poor return policy, I appreciate the convenience of shopping at the closer Home Depot. I will observe how Lowe's fares during the recession.

For over five months, my refrigerator has been malfunctioning by freezing everything in it like a deep freezer. This issue has affected my ability to prepare for Thanksgiving as fruits and vegetables are also frozen. Despite numerous attempts to contact Lowes, Lowes Customer Care, and A&E Factory Service, I have been met with unresponsiveness and delays. I have even been informed by a Lowes manager that my complaint could not be resolved promptly. Initially, the problem started with the Ice Maker, which was not fixed on time, resulting in further damage to the refrigerator. This situation has caused extreme inconvenience, forcing me to revise my Thanksgiving menu. It appears that they are intentionally delaying addressing the issue. Your urgent assistance is greatly appreciated.