Lowe's Customer Service Issues

Reference #[redacted]4. I filed a complaint on January 13, [redacted], regarding the air conditioning system I purchased in full at the Temple LOWES store but did not receive the complete system as advertised. Recently, my AC unit stopped working, causing distress as I have an elderly father, a retired police officer and Vietnam veteran, living in triple-digit heat due to the faulty system. Despite reporting this matter to YOU/CORPORATE, there has been no resolution, leading to my family's discomfort. To exacerbate the situation, my recent call to the corporate office resulted in being put on hold for over 47 minutes, with the call eventually being redirected back to the Temple Lowes store, where the issue originated. Despite unsuccessful attempts at resolution through the store, I am reaching out to corporate for assistance. My contact information is [redacted], and all details are available in my initial complaint. I insist on receiving the complete merchandise I paid for at the advertised price, nothing less. If relocating to a hotel becomes necessary for my father's well-being, any resulting expenses will be forwarded to you. Please address this matter promptly. Thank you for your swift attention. Best regards, Hope Ransom.

Hello, I hope someone can assist me. I am a long-time customer of Lowes, and I recently ordered an Allen Roth cantilevered umbrella (Order #[redacted]70) on May 17th, which was delivered on May 21st. Unfortunately, when I opened the package, there were no assembly instructions or hardware included. I reached out to Allen Roth for help, and after receiving no response for weeks, I contacted them again. They promised to send the missing items but did not provide any tracking information. When I asked for a supervisor, I was transferred to Lowes customer service, only to be disconnected after waiting for 30 minutes. Lowes' Twitter customer service apologized but directed me back to Allen Roth. I purchased the item from Lowes, not Allen Roth, so I believe Lowes should take responsibility for the missing parts. I kindly request that Lowes sends a complete new product or arranges for the missing hardware to be overnighted to me. Your prompt assistance would be greatly appreciated.

On the 7th of July, [redacted], I bought a Winia WTL18HBWCD refrigerator from Lowe's in Medford, OR. Unfortunately, in early June this year, it began warming up inside. Calling the warranty line on the 3rd of June, I sought assistance but received no follow-up from Lowe's. As my food was spoiling, I bought a replacement elsewhere and had the Winia fridge removed for recycling by the new delivery team. Nearly two weeks later, I followed up on my claim to find out it hadn't been initiated initially. Though the warranty team offered to send a technician, the fridge had already been taken away. I had the manufacturer's 1-year warranty and a 3-year extended plan. My EPP Reference # is [redacted][redacted]55. Regards, D. Bennett

On June 22nd, I placed an order in-store for delivery on June 23rd from 8AM - 12 Noon. Despite waiting past 12:30, my order didn't arrive, leading me to contact Lowe's customer service. After a long wait, I was informed my order was rescheduled for June 24th from 8AM - 8PM. I requested free shipping but was offered a 10% discount, which I reluctantly accepted. Later, I was informed my order would arrive between 11AM - 3PM on June 24th. It's now 8:20 PM on the 24th, and my order hasn't been delivered. Despite multiple frustrating calls to Lowe's, I'm still without my order. I retire early and waking up early, so this delay has greatly inconvenienced me. I'm very disappointed with Lowe's and plan to take my business to Home Depot in the future. I expect better service and respect for my time.

I am reaching out to Lowes in hopes of obtaining accurate details about my order. Despite multiple attempts to get information, I have not succeeded. My order was placed on June 17th with an initial estimated delivery date of June 24th. As of June 27th, I have yet to receive it. I have tried contacting Lowe's through various channels such as chat, the [redacted] number, and the store directly, but no one can provide me with a clear status or a new estimated delivery date. Additionally, my online order status is incorrect due to a payment issue with my card. Even after updating the information successfully, I continue to receive messages about an unsuccessful payment. I reached out to Lowe's customer support to resolve this, and although they claimed it was fixed and advised waiting 24 hours for the website to update, after a 72-hour wait, the issue remains unresolved. The lack of information is frustrating as I'm left unaware of the status of my shipment. I am simply told that I will be notified upon its arrival, without any tracking or estimated delivery date available. I hope to eventually receive my order, but the uncertainty is disappointing.

Greetings, I am reaching out with a heavy heart and deep frustration over recent events. We placed an $18,[redacted] window order for our home undergoing renovations in April [redacted] through a licensed contractor. The initial delivery date communicated to us was June 6, [redacted]. Shortly before this date, we visited the Oceanside, CA location to inquire about the window delivery, only to be informed that the windows will not arrive until September [redacted]. We paid for the windows in cash and are now left empty-handed and without the product we purchased. It is disheartening to feel that our treatment is influenced by our background as "foreigners" despite residing in this country for 43 years after moving from Austria. This is not the first time we have experienced such mistreatment, often enduring extended wait times for goods due to our accent when speaking English. We seek assistance from a responsible and empathetic representative at LOWE'S in Oceanside, CA to address this issue promptly. We are enduring this unjust treatment, and though we may not have many years ahead of us, we will not forget this experience, sharing it with everyone we encounter. Thank you, Elizabeth D.

Subject: Urgent Order Delivery Issue Resolution Needed Greetings, I am reaching out regarding Order [redacted]99. Unfortunately, 2 out of the 3 items from this order have not been delivered as expected, causing significant inconvenience. I urgently require the missing 24" stainless steel rods and 4 35" shelves to complete a project crucial before my upcoming out-of-state trip for family medical reasons. Despite contacting Customer Service via phone and experiencing a 3.5-hour hold time without resolution, the missing items remain undelivered. I kindly request Lowes to expedite the delivery of the outstanding items by Saturday, 7/16, given my unavailability after 7/17 to receive packages. It is imperative for Lowes to enhance order Quality Control to prevent such discrepancies. Additionally, the extended wait time for Customer Service assistance is distressing, and Lowes should strive to provide more efficient and satisfactory customer care services. I anticipate a prompt response to rectify this situation swiftly. Please contact me via email ([redacted]) or my cell phone at [redacted]. Alternatively, shipping the missing items to the address on file would be greatly appreciated. Thank you for your attention to this matter. Best regards, M.G. ORDER [redacted]99

I purchased 2 ceiling fans on June 27 from the Defuniak Springs, FL store, transaction number [redacted]9. After hiring a contractor to install them, I realized that they were different in terms of the lights. I reached out to Fanimation regarding the issue. My frustration stems from why different versions of the same SKU fan were stocked together. I propose that someone bring the CCT version of the fan to my house, install it, and exchange it for the non-CCT version. I look forward to hearing from someone soon. Thank you. - Richard --- Dear Richard, I purchased 2 of your fans, and one fan's light changes colors while the one in the video does not. Can you please explain why? Thank you. Sincerely, Richard Hammock

I need assistance on how to communicate with the local Lowe’s store in Laredo, Texas. I bought a dryer last Friday, and its delivery was scheduled for today, Monday 7/18/22, between 8:00 A.M. and 12:00 noon. When the delivery did not arrive, I contacted the store at 12:30. The automated system was not helpful, and after being transferred to an operator, I was directed to the appliance department where I waited for 30 minutes before being disconnected. After calling back and waiting for another 20 minutes, I spoke with an operator who informed me that my dryer was still at the store. She confirmed that the purchase was supposed to be delivered today, as agreed upon during the purchase. Currently, I am on hold waiting for an update from "Kevin." I am seeking advice on how to have a productive conversation regarding the delivery and installation of the product I paid for. Thank you for your prompt attention to this matter. Best regards, J. Rothstein

I signed a contract in May [redacted] to redo my [redacted]-foot deck using Trex material. The project was split into three phases. After settling payment for the first phase and signing a contract for the second phase, the original contractor went out of business. The materials arrived in January, and a new contractor took over the job. Despite several snowfalls during construction, the work was completed in February. Upon inspection, I noticed excess materials leftover and mismatched components for my deck. When questioned, the initial contractor stated they would reuse the surplus on another project. However, after counting the remaining Trex boards, I realized there was enough for a 12x12 deck unrelated to mine. I instructed the contractor's associate to reclaim their ladders but leave the rest as I had paid for it. Subsequently, the new contractor's representative visited, and upon assessing the situation, agreed to rectify the deck using matching materials. The customer service experience with Matt H. from Lowes and Jeremy L. from Black Dog Construction has left me dissatisfied, as there appears to be an unjust cost of approximately $[redacted] involved.

I am seeking assistance to receive the item I ordered online at the price it was purchased for. I placed an order for 11 items at Lowe’s a month ago, specifically item #[redacted] priced at $[redacted] on 07/06/22. Despite being informed that the item is back-ordered, I have noticed it available on the website for store pickup or home delivery within 5 days on multiple occasions, with the next availability showing as 08/11/22. Today is 08/07/22, and I have not been updated by Lowe’s since shortly after my purchase. My attempts to contact customer service via chat have been unsuccessful. I am now waiting for a Customer Service Callback within the next 2 and a half hours. I suspect they may prefer me to cancel my order as the current price for the same item is now $50 more than when I made my purchase.

I purchased a washer and dryer on 8/6/22, and both items arrived damaged, so I couldn't accept the delivery. I was informed of a second delivery for Monday but never received the automated call. I tried calling six times with no answer. Finally, on Monday 8/7/22, a representative called me to say there was no delivery scheduled for Monday and rescheduled it for Tuesday 8/8/22. Once again, I didn't receive an automated call with the delivery time, so I had to call the warehouse. They informed me that the items needed to be ordered and would be delivered on 8/18/20 if they were in the warehouse. Frustrated with the confusion and delays, I went to Lowes on 8/8/22 for a refund but was denied as they said it was handled by a third party. However, Lowes' return policy states that refunds are issued in the same manner as payment. After some back and forth, I requested and received an email confirmation of the refund, but as of 8/14/22, the refund still hasn't reflected on my card account. I'm puzzled and want to know why I haven't received my refund yet.

I saw on their website that they have a product in-store called Ready Seal Dark Walnut color. I then went to the Longmont, CO location thinking they had 12 cans of 1 gallon each as listed online. Upon arrival, they didn't have it on the shelf and asked me to wait while they checked inventory in the boxes near the shelves. After 45 minutes, they informed me they couldn't find any. They suggested driving to Westminster, which is out of my way. Nathan was the employee in charge of that department, present at 7 pm on Saturday, August 20. I also noticed a price discrepancy; in-store, it's listed for $44, while online, it's $39. The situation at this store seems disorganized and confusing.

We purchased 2 toilets from Lowe's with delivery, installation, and removal of the old ones. Lowe's canceled multiple appointments, failed to return calls, and blamed inventory issues and Handiman.com repeatedly. Despite our efforts to reschedule and visits to the store, the situation was not resolved. A technician from Handiman.com arrived without the toilets, accused us of lying, and left. After numerous setbacks, a Handiman.com representative asked us to pick up the toilets ourselves due to a vehicle size issue. This resulted in extra time and effort on our part. The installation was subpar, leaving one wall needing repainting and sanding. The old toilets were not removed, leading to additional charges from the city for disposal. This is a brief overview of the ongoing issues we've faced.

I am currently dissatisfied with my recent purchase following an email my wife received. When we bought this product, we double-checked with the sales associate (manager) to confirm if it was eligible for the free glass panels offered with the Bespoke products promotion. The associate assured us the model number was on the approved list and even showed it to us. Therefore, we made the purchase and were advised to submit our information online for a quicker glass panel delivery. Yesterday, my wife received an email stating the unit did not qualify for the ongoing promotion. If we had known, we would not have bought this refrigerator as we were guaranteed by the sales associate that it was eligible. I am very disappointed with the response and would like a resolution or else I will cancel my purchase and buy from another supplier. Both my wife and I were clearly informed that this unit was eligible, and I urge your company to honor what was promised. Regards, Doug

Dear Sir or Madam, I am writing to express my complete dissatisfaction with the installation service provided for our recent purchase. Firstly, there was a lack of English-speaking staff available to address our concerns regarding the installation process. Additionally, the installation was never carried out as promised, leading us to seek and pay for a third-party service provider. Furthermore, we are now facing difficulties with returning the stove to the local store from which it was purchased, as they have offered minimal assistance. This entire experience has been incredibly frustrating and disappointing. We kindly request a return order form and arranged pickup for the stove. Additionally, we seek reimbursement for the installation service that was never executed. Please contact me promptly at [redacted] so we can resolve these issues. Thank you for your attention to this matter. Sincerely, M. Hanley Order #[redacted]60

After spending close to 25 minutes on hold during 5 phone calls (with 4 hang-ups), I eventually reached a manager at your store in Butler, NJ. Unfortunately, the Pro Desk department was closed by then. I needed help with my online order not applying my tax exemption, so I asked the manager to check for our Lowes TEMS ID. After providing our organization's phone number, he placed me on hold once more. When he returned, he confirmed finding us in the system. When I requested the TEMS ID, he refused to disclose it, despite my offers to provide my Lowe's credit card number linked to our organization for verification. Disappointed that he didn't assist me as needed after numerous hold times and hang-ups, I ended the call feeling frustrated. Although I understand that a $[redacted] order may not be significant to a large corporation like Lowes, it’s crucial for our small camp to obtain the supplies efficiently, which this episode has hindered. While I've previously had positive experiences with Lowes, this encounter was disappointing. I hope other customers won't encounter similar frustration moving forward.

If I were the manager of store number [redacted], I would be concerned about a potential loss of $[redacted] in sales due to an employee's lack of customer focus. During my visit this morning, I experienced difficulty accessing a shower hand wand in an aisle that was blocked off. Despite multiple attempts to check back, the aisle remained inaccessible. When my wife and I finally accessed the area, an unhelpful employee rudely demanded that we leave. This encounter led us to leave our items and shop at Home Depot instead. I prefer Lowe's, but customer service is crucial. Home Depot is a viable option because they assist customers promptly. - S.H.

Today, I received and had an LG dryer installed that I ordered from [redacted] NM [redacted] NW, Albuquerque, NM [redacted]. The delivery team was friendly, but upon inspecting the dryer after they left, I found the duct foil material was crushed. I had to pull the dryer out, fix the crushed section by cutting off 1 1/2 to 2 feet, and reattach it. This caused me to cut my hands and I am unsure if I did it correctly. I contacted the Lowe's store at [redacted], and they directed me to call the Delivery Manager at [redacted]. However, upon calling that number, I discovered the mailbox was full. I am extremely upset and feel this situation is unacceptable. I have taken photos of the damaged duct material and the part I had to remove for reference.

In late June, we placed an order for deck railings and posts. Part of the order arrived in the last week of June, but 4 posts were missing. In July, we were informed the missing posts were in stock but received white posts instead of the black ones we ordered. The delivery was canceled, and we were assured the correct posts would be ordered. Despite multiple inquiries, the black posts did not arrive by the end of August. During a visit to the Galesburg store, we found out that the black posts were actually in stock, yet we had not been notified. Now past the 90-day return policy, we are unable to return the items even though they are unused and still in their original packaging. We are requesting a refund for the items we can no longer use due to the delays.