Lowe's Customer Service Issues

In September, I bought (3) tons of wood pellet fuel to keep my house warm this winter. I used (2) tons without any issues. However, the last ton of pellets I burned does not produce any heat. I requested to exchange them (33 bags) for a different brand at the Lowe's in Warwick, RI. After the customer service agreed, I decided to purchase a new brand. The plan was for them to deliver the new pellets and pick up the defective ones on Monday, 3/7/22. Unfortunately, the customer service representative just informed me that they couldn't process the return because the original purchase was in September, and the pellets are considered "beyond the return date". How was I supposed to know the pellets would be defective when I bought them for the entire winter? It is unfair that I can't return them now. The pellets are faulty; they don't produce heat like the previous two tons did. It seems like it might be a bad batch of wood used during production.

I recently bought a Whirlpool refrigerator and gas oven, model WEG745HOLZ. Unfortunately, the oven did not come with operation instructions, causing me frustration. After contacting Whirlpool and spending a significant amount of time online and on the phone, I was unable to obtain the manual. Despite leaving a negative review, Lowes provided a link to a use and care manual, which only covers installation instructions and cleaning, not operational details. As my oven is behaving irregularly, I need an operation manual to ensure I am using it correctly before seeking service. Can anyone advise me on where to find the appropriate operation instructions for this oven? Thank you.

After purchasing over $4,[redacted] in roofing supplies expected for delivery on March 18, [redacted], I encountered significant issues. Despite having a crew ready, the delivery did not arrive. The person handling my order was unresponsive until late in the day, causing a wasted day and paying my crew for doing nothing due to the lack of materials. Additionally, I was informed that even when the delivery does happen, it won't be offloaded onto the roof efficiently. This lack of competence and poor time management reflects poorly on your Pro Desk team. Their dismissive attitude adds to the frustration of the situation. I hope to recover the losses incurred by this experience and raise awareness of the problems faced. I have lost faith in your Pro services and hope for better training and service in the future.

I purchased a refrigerator on 3/14/22 with a delivery scheduled for Tuesday 3/15. After not receiving any contact, I called and found out the delivery was rescheduled to 3/18 along with the stove I ordered. On 3/18, the stove arrived but it was the wrong refrigerator. The driver promised to deliver the correct one on Saturday but no one called. I have reached out to multiple people, visited the store, and the appliance manager sent an email, yet the issue persists. The refrigerator, when it finally arrived on 3/21, was damaged. Currently, I am waiting 72 hours for a resolution from customer service. The lack of communication and resolution is frustrating, especially given the proximity of the warehouse. I am disappointed with the service and the delays. This experience has been unacceptable, and I expect a swift and proper resolution. Trisha P. [redacted] [redacted]

I purchased a refrigerator on 3/14/22 with a delivery scheduled for 3/15. No one contacted us, and after calling, we were informed it would be delivered with the stove on 3/18. The stove arrived, but the refrigerator was incorrect. Promised correct delivery on Saturday, but no show or communication. Numerous attempts to resolve this with no success. Refrigerator finally arrived damaged on 3/21. Customer service says I need to wait another 72 hours for someone to reach out. Frustrated that each person I speak to passes the issue along without any resolution. This experience has been unacceptable, and the lack of communication and efficiency is disappointing. I expect the refrigerator to be delivered promptly. My frustrations also stem from being told I cancelled my order to buy elsewhere, which is untrue. This whole ordeal has been unnecessary and inconvenient. Given the hassle, I believe I should not be charged for this purchase. I have involved 6 on Your Side and hope for a swift resolution.

I reside in North Hollywood, CA and frequently visit the Lowe's store located in the Empire Center in Burbank, CA. Being 77 years old and recovering from surgery, I rely on online shopping. I purchased a ceiling fan on March 16 due to issues with my old fan and it arrived on March 18th. However, after realizing that the problem was caused by a switch turned off by one of my caregivers, the new fan is no longer needed. I have been trying to contact Lowe's in Burbank since March 23rd to arrange a return. Unfortunately, I have been unable to reach anyone at the store after multiple attempts. I am unable to return the fan myself due to its weight, and my handyman is unavailable due to upcoming surgery. I am seeking assistance to have the unopened fan picked up from my condo and refunded to my Lowe's credit card. I am willing to cover any pickup charges. The fan is in its original packaging and ready for return. S. Johnson [redacted] [redacted] Cartwright Avenue, Unit [redacted], North Hollywood/Toluca Lake, CA [redacted] Order: [redacted]98 Invoice: [redacted] Original Price: $79.98 with $4.00 credit discount applied.

I have been attempting to have the blinds repaired at Lowes in Torrance, CA, which were damaged by the installer during a measurement visit for new shutters. Despite speaking with Ryan in Home and Décor and sending multiple emails, I have not received a response in over a week. Another individual Ryan referred me to promised to investigate but never followed up, and it has been nearly two months. I urgently request expedited assistance with the repair of my blinds. I have also sent photos of the damaged blinds to Ryan for reference. Thank you in advance for your prompt attention to this matter. Respectfully, AC.

I purchased a Frigidaire counter refrigerator worth over $3,[redacted]. The first delivery attempt was a no-show despite being given a time window of 12 to 4. A call from an unidentified number at 1:30 that went unanswered led to confusion. The second delivery happened, but the delivery men did not connect the water source as promised and left the refrigerator unleveled. After scheduling a reinstall, the subsequent appointments were no-shows, and I was falsely told I wasn't home when I actually was. Despite requesting the A Team for the next Tuesday, there was no confirmation. I am disappointed by the lack of control over the outsourcing and the need to now hire a plumber due to the delivery team not connecting the source. At 75 years old, my wife at 74, and I cannot move the refrigerator ourselves. It's disheartening after spending so much money and enduring all the waiting.

On April 6, [redacted], we purchased a John Deere S170 lawn tractor from Lowes in Tappahannock, VA and made payment. It was supposed to be delivered on Sunday, April 10, with a promised call on Saturday to provide the delivery time. Unfortunately, we never received the call. Upon contacting Lowes on Sunday, the initial response was that they had the incorrect phone number on file, even though our correct number was on record. After being transferred to the admin department and enduring a lengthy hold followed by disconnection, we called back. This time, we were informed that the tractor was out of stock. Another extended hold ensued as they searched for the lawn tractor, only to then claim it had a flat tire and propose a rescheduled delivery. Frustrated by the contradictory information and delays, we ultimately decided to cancel the order. It was a truly frustrating experience with Lowes.

I bought a specially ordered door at Loews store #[redacted] in Sylvania Township, Ohio from Ron Little in the Millwork department on March 7. The installation was scheduled for April 7. However, upon unpacking, a crack was found in the jam. I contacted assistant store manager Bethany, who said she would follow up once the Millwork team had information. Following numerous calls, I learned from Mr. Little that Masonite requires additional photos of the damage before proceeding. After speaking with manager Shawn on April 22 and being promised a follow-up call that never came, I am concerned about the situation as the back door is now stuck. I have sought legal advice and will contact my credit card company for further assistance.

I purchased a $11,[redacted], [redacted]-foot vinyl privacy fence with installation from Lowe's Pro Department at store #[redacted] in Henrietta, NY. It has been sitting in my driveway for two months awaiting installation. David, the head of installation, has been giving me the runaround. Despite promises from David, the store's Assistant Manager, and another Assistant Store Manager named Patrick, no progress has been made. After contacting a woman named Nichole, possibly from corporate or the installation department, I have been given a new installation date of June 23rd, making it a total of three months since the order was placed in March. I was told it's my choice to look for another company to install it, which I find unacceptable. It's frustrating to have these materials sitting in my driveway for four months since March.

I recently purchased cabinets and a countertop for $10,[redacted] at Lowe's in New Hampshire. Initially, I received an email stating that the installation would be in July, but later, I was informed that the delivery was scheduled for May. Confused by the discrepancy, I called the installation service which advised me to contact the delivery company to confirm the delivery date. In the past, when I did kitchen renovations, the company I purchased from handled all the coordination between delivery and installation. I'm surprised that there is no central coordination at Lowe's for these services, placing the responsibility on the customer. This lack of organization has left me feeling frustrated and let down by the service provided. I hope someone can assist me in scheduling and coordinating these tasks appropriately.

While browsing on your website, I noticed the limited filter options for shopping. I was specifically looking for hose clamps and found that some products lacked clear size information. It would greatly improve the shopping experience if all items displayed their size without needing to click on each one. Additionally, the ability to filter hose clamps by size would be beneficial. When trying to create a list, I struggled to find instructions both on your site and online. After contacting customer service, it took a few minutes and a brief hold before discovering that items could be added by clicking a small heart icon on the image. I compared this to Amazon's user-friendly list feature and expressed my frustrations to the representative. Despite wanting to leave feedback through the survey as prompted during the call, the survey did not activate. Overall, the lack of clear instructions, filters, and ease of use on the website, along with the representative's response, left me disappointed. To stay competitive with companies like Amazon, improvements in these areas are necessary.

Purchased a Craftsmen T3200 riding lawn mower on May 14, [redacted]. The mower arrived on May 16, [redacted]. After using it for only 2 hours yesterday, a belt and spring came off, halting the mower. I am disappointed with this issue. Contacted the store in Canton, Ohio where we bought it; Josh from Customer Service advised bringing the belt and spring in for replacement. I find this situation unsatisfactory. If I wanted to deal with mower repairs, I would not have invested in a new mower worth $[redacted].00. Requesting Lowe’s to pick up the faulty mower and deliver a new one with $10 worth of gas due to the inconvenience, considering I had only just used it for 2 hours before having to make a 15-mile trip from Alliance to Canton for repairs. Disappointing experience overall. - S. S. and L. L.

Hello, I have been attempting to cancel a product warranty but have struggled to find the correct website. A few years back, we purchased a HiSense refrigerator, and it worked well until an issue arose. We got it repaired by the service team, but later replaced it with a larger LG refrigerator. Subsequently, we received an offer to extend the warranty on the HiSense for five years, which we accepted for $[redacted]. However, upon realizing that we had already purchased a three-year extension for the LG, I want to cancel the five-year HiSense warranty. The relevant numbers are: [redacted][redacted]1, LW[redacted], and [redacted]72. We made the purchase at the store on Bradley Street in Festus, Missouri. Thank you, Larry Sellers.

I sent an email to Lowe's on 05/25/[redacted] addressing an issue I encountered while trying to purchase the Ego Cordless Electric Lawn Mower Model #LM2135 (item #[redacted]) from their website. Despite the product page stating "FREE Ship to Home," when I proceeded to checkout, a $15 shipping charge appeared. This discrepancy is misleading and must be rectified. If there is a legitimate reason for the charge, it should be clearly communicated to customers. During my interaction with customer service, Julian was knowledgeable but did not attempt to accommodate my request to waive the shipping fee. Training and empowerment initiatives could improve customer satisfaction in such situations. Additionally, I discovered that the delivery dates provided on the website are estimates, not guarantees, which should be clearly indicated to avoid further misrepresentation. Although Julian assured me he would report these issues to the IT department, I am concerned about the follow-up and lack of corrective action. While I am considering escalating this matter, I hope for a satisfactory resolution from Lowe's prior to taking further steps.

I waited in the grill section for more than 30 minutes for an employee. I saw many employees walk by, some even multiple times. When I tried to find someone, one employee offered to help. After I told him what I needed, he said he would get it but then ended up at the paint desk helping other customers instead. Frustrated, I decided to pay. However, at the register, when asked about my experience, I explained the situation to the cashier. She responded, "We're understaffed so I won't apologize." My wife handed over a plant without a barcode, and instead of paging someone for a price check, the cashier told my wife to find it herself. When I suggested paging someone, she replied, "I don't have anyone to call." I have never been treated so poorly and rudely at a Lowes before. I will not return to the Papillion store. It's better to go to Menards or Home Depot, even if they are short-staffed, they don't make customers feel like a burden.

Our dishwasher has been out of order for over a month, despite having a Protection Plan with Lowe's. Attempts to reach the Protection Plan phone line have resulted in long wait times. An email to Marvin Ellison led to it being forwarded to Heather Messer, and while a call was eventually made to set up a repair with White's Appliances, there has been no contact from them for over two weeks. Multiple voicemails left with White's Appliances have gone unanswered, leaving us frustrated with the poor service received from Lowe's. Even though we have been loyal customers for years, this experience has soured our opinion of the company. We hope for a resolution soon.

I received my Blackstone Culinary 4-Burner Liquid Propane Flat Top Grill today via truck delivery, purchased on 5/30/22. Despite opting for professional assembly, the grill arrived missing key parts, causing minor damage. The missing nut for the lid bolt and front hood cushion have resulted in scratches and an insecure lid. This hinders proper use of the grill. I believe the missing parts were lost during delivery or overlooked by the assembly team. I'm reaching out to request prompt shipment of these essential components to restore the functionality of the grill. While the scratches are cosmetic, resolving the missing parts issue is crucial for optimal use. I can provide photos if necessary. My contact information is: Tamara D. PO Box 53 [redacted] Foundry Road Cambridge City, IN [redacted] [redacted] [redacted]

My white Samsung refrigerator malfunctioned on March 23, causing a leak on my hardwood floors. I had an Assurant product replacement plan from Lowe's, where I bought the refrigerator. Despite an email on April 14 promising a reimbursement check in 2-3 weeks because of a lack of Samsung repair services in my area, I never received the check. After waiting for 5 weeks, I called and discovered that my claim got lost during the Lowe's and Assurant merger. A new claim was initiated by the new company on May 31, and on June 5, I was told I'd receive a Lowe's gift card instead of the reimbursement check as initially mentioned. However, this doesn't help me repurchase the specialized white refrigerator I need as Lowe's no longer special orders refrigerators. The situation has left me without a fridge for 11 weeks, despite numerous emails to Lowe's Customer Care. The runaround between Lowe's and Assurant continues, and I feel my original contract terms are not being honored. I urgently require a replacement refrigerator as living without one for nearly 6 weeks has been extremely challenging.