Lowe's Customer Service Issues

I frequently visit your store located at [redacted] Alkay Dr. in Shreveport, Louisiana. There is an employee at the return desk who I must say is the rudest person I have ever encountered. Whenever customers ask for her assistance, she is consistently rude. I observed her behavior with other customers as well, and she treated them just as poorly. Due to her demeanor, I decided to take my business elsewhere. I recently needed to exchange a four-inch PVC pipe, but when I approached her with a smile, she replied in a very disrespectful manner, which left me taken aback. This kind of behavior is unacceptable, especially when dealing with customers who are already stressed with returns and purchases. I hope this issue can be addressed so that all customers can have a pleasant experience at the store. Thank you for your attention to this matter. - C.B.

Today I bought wall cabinets for my garage. Unfortunately, one cabinet was missing hinges. I sent my son to the store to get replacements, but the salesman refused to open another box for them. I called and spoke to a manager named Matthew who declined to provide his last name and instructed me to contact the manufacturer for the hinges. I reached out to the customer care line but after a 30-minute wait, I still did not receive the replacement hinges. As a top 25 pro contractor at Home Depot, I frequently spend a significant amount of money with them. Every time I shop at Lowe's, I seem to encounter issues whether it's for my customers or personal needs. Given my experience, I will not be recommending Lowe's to my customers or associates in the future.

I am Cherie D., from Elberta, Alabama. I recently used 24-month financing at Store #[redacted] in Foley, AL for $10,[redacted] to complete half of a new home for my granddaughter and myself. The purchases included big-ticket items like insulation, doors, sheetrock, and other necessary supplies. Due to my disabilities from recent surgeries, I relied on contractor sales to help me with the purchases. Unfortunately, there were errors in the items delivered, totaling almost $[redacted]. Some items like pool filters and Unidoor-X were mistakenly charged, which I have no use for. Additionally, some items do not fit and need to be exchanged for the correct size, but the store is refusing to do so. I have all the receipts dating back to [redacted] and have been trying to resolve these issues with various employees, like Mary S. and Allen. However, the store seems unhelpful and unresponsive. I have faced numerous challenges and delays in dealing with these problems, and despite my efforts, the situation remains unresolved. This experience with Lowe's has been costly and stressful, and I regret not choosing Home Depot. I would appreciate any assistance in resolving this matter. Thank you in advance for looking into this $10,[redacted] purchase issue. Sincerely, Cherie D.

I want to share my recent experience at your Carson City, NV store on Fairview. On Christmas Eve, I had a $[redacted]-dollar purchase planned with a friend. While discussing options with a friend who works at the store, they were called away by a supervisor. Upon their return, I was asked to leave by the supervisor. To avoid any issues for my friend, I exited the store with them and the other person set on purchasing went to Lowe's, where we completed the sale without any hassle. Unfortunately, your store lost the sale, and Lowe's gained a customer. I am disappointed by the treatment we received and the loss of the sale. I intend to steer my friends and family away from Lowe's due to this experience. The atmosphere at the Carson Store seems to be filled with drama and tension, making it an unpleasant place for customers.

I recently received a Dewalt battery-powered vacuum cleaner and a new battery charger as Christmas gifts in unopened packages. As I have these items already, I attempted to return them at the Tempe, Arizona Lowe's store. However, I was informed that without a receipt, I cannot process the return. The person who gifted me these items mentioned that they were purchased at the Gilbert, AZ store (No.[redacted]), and the vacuum has the store tag on it. Could you please advise on how I can return these items for store credit without a receipt? Thank you.

I reside in Arizona and had bought a stacked washer/dryer for my daughter while visiting Tiffin, Ohio. I arranged for delivery and installation on 12/15/18, with the delivery set for 12/29/18. Unfortunately, my daughter discovered on the delivery day that the unit could not be installed because it was missing a dryer cord, and the outlet was incorrect. I realized that the wrong item had been delivered; I had actually ordered a [redacted]-volt dryer, which should have come with a cord. After comparing item numbers, it was confirmed that the correct item was ordered but not delivered. Now, we have to wait another 10 days for the correct item to arrive and the wrong one to be picked up. I was very clear about the dryer specifications when placing the order, and I am disappointed that the store in Tiffin did not catch the mistake when the delivery arrived, especially since it had been there for several days. I am quite dissatisfied with Lowe's.

Since [redacted], we had siding installed for almost $10,[redacted] and a front door and screen door installed for another $1,[redacted]. While the siding has been fine, the doors have been a nightmare. The installer was rude and unprofessional. Dealing with the screen door slamming shut required multiple calls to get the installer, who initially underestimated the problem. Subsequently, the front door lock/jam broke and needed fixing, with long delays for the repair. The screen door is still slamming, indicating it was not fixed properly the first time. After an unhelpful call with Lowes customer service, they mentioned a $35 assessment fee for an expired warranty, adding to the frustration. If a satisfactory resolution is not reached, we intend to discontinue shopping at Lowes in the future. Thank you for your attention. - Charles M. 66 Iroquois Road, Ossining, NY [redacted]

On December 31st, I purchased a Whirlpool electric range, which I later canceled on January 16th due to a series of delivery issues. Initially scheduled for January 3rd, the driver reported it as damaged. Visited the store on January 5th to reorder, scheduled delivery for January 11th. On January 10th, a damaged unit was attempted to be delivered offering a 20% discount, but I declined due to functionality issues. After contacting the corporate office, I was assured of a new delivery by January 16th. Unfortunately, upon checking on January 15th, the unit had been sold to another customer. I requested a refund and purchased the range elsewhere. Throughout the process, promised callbacks were never received, and I encountered similar delivery issues in the area. Despite past positive experiences, I am hesitant to return for future deliveries.

Hello everyone, I’m writing to share my experience at your Flowood, MS store. In October, I made a purchase of windows and about $20,[redacted] worth of materials and appliances. Unfortunately, the installation of the windows has been a huge problem. Despite being assured that I would be a priority for installation, there have been multiple issues. The first attempt resulted in broken windows and incorrectly measured ones. Additionally, blinds were ruined, and a missing curtain was never found. The caulk on the installed windows is already falling out. The sales rep, Darrell, who was very persistent in getting payment, has not been helpful since. I am extremely disappointed in the level of service and the lack of follow-up or communication. The management has provided temporary solutions, but the underlying issues remain. This whole ordeal has caused a significant inconvenience and delay in my home renovation project. I hope for a resolution to this situation and that Darrell improves his customer service skills. Thank you for addressing this matter. Sincerely, Shane Tullos

On December 19, [redacted], I returned a pallet of tiles to Lowe's in Sanford, NC due to a damaged truck bed caused by their forklift. The manager, Tara Kelly, advised me to get an appraisal for repairs. Being stationed in South Korea, I couldn't follow up in person. I received an email from Dan Duffala on December 27, [redacted], confirming the claim submission. Despite emailing for updates on January 4 and 25, [redacted], no progress has been made. I'm frustrated as a military member and want my truck replaced promptly. Sincerely, W. B.

I am reaching out to address an issue with a recent purchase made for delivery to a rental property in Cutler Bay, FL. My wife and I bought a refrigerator and were told by our salesperson, Luis, that it would be delivered the next day. We confirmed with our renters and were promised the item was in stock and would be delivered within two days. We asked for a delivery time, which we were advised would be provided. On Wednesday, we contacted the store at 9 A.M. to confirm the delivery time since we had not received any communication. To our surprise, we were informed that the refrigerator was not available and would need to be ordered, delaying the delivery by three days. We were also informed that we should have been contacted about this delay. This miscommunication caused inconvenience to our renter and left us dissatisfied with the service. Despite this, my wife convinced me to proceed with the order under the condition that the delivery is guaranteed for this Saturday. I kindly request that the store manager be informed of this situation and contact us to confirm the delivery by Saturday. I also mentioned another poor customer service experience my stepson, C. W., had at the same store. We hope for a prompt resolution to ensure a positive outcome.

In early November [redacted], I spent some time at the Boiling Springs, SC Lowes trying to decide on a new toilet for my bathroom. After finally settling on the KOHLER Cimarron model, I had an installer come out to measure the space before Thanksgiving. Despite a bit of confusion during the ordering process due to needing a 10-inch rough-in instead of a 12-inch, I paid for the toilet on December 2, [redacted]. However, upon installation, I discovered that an American Standard toilet was put in instead. This was disappointing as I believe the quality is not up to par with what I expected. I've been a loyal customer of Lowes for years, having previously bought various items for home improvement projects. I hope Lowes can rectify this issue promptly, as I have always valued their products and services. Sincerely, Elnora A. Home [redacted] Cell [redacted]

Since November [redacted], I purchased 3 appliances as part of a Black Friday deal for $2,[redacted]. The refrigerator included in the package was not available. They promised to deliver it the following month. When it arrived, it was too big, so we exchanged it for a smaller one. After waiting another month, a bill arrived for $2,[redacted]. When we questioned this at the store, they were trying to charge us the full price for the refrigerator instead of respecting the package deal we originally paid for. The service was terrible, a nightmare shopping at the Lowe's in Danville, VA. It's February, and the issue is ongoing. This situation has caused me a lot of stress; I never imagined shopping at Lowe's would be such a big mistake. I will never set foot in there again and will warn my friends and family to avoid that awful store. I am extremely upset and stressed about this issue.

I purchased a clothes dryer online that was supposed to be delivered to your Mantua, NJ store. We had a delivery scheduled for today, but the lack of a specific delivery time until the day of is frustrating. This morning, I was informed the delivery would be between 12 and 4 pm. At 4 pm, after not receiving anything, I contacted the store. I spoke with Joe, who explained that the delivery truck had broken down and they had not even picked up the item yet. There was a miscommunication, as I was not notified about this issue. I had plans that I had to cancel, and now I am waiting without any update. As a retail manager myself, I understand the importance of communication and customer service. I am disappointed in this experience and am considering taking my business elsewhere. Where is the compensation for my time waiting? This is not the level of customer service I expect from Lowe's. - Timothy S.

I recently had flooring installed in my entire home, and I have noticed some issues with hollow sounds and noises in certain areas. My main concern is the escalation to Ms. Mary Downey, and I must express my dissatisfaction with her handling of the situation. Whenever I raise questions about the problems, she consistently repeats the same statements in a robotic manner. This makes me feel unheard and as if she is insinuating that I am dishonest, even though she does not directly say it. Despite my numerous requests for the contact information of her supervisor or another representative, she adamantly insists that the matter has escalated to her. I have repeatedly asked to be connected with a different representative, but she continuously responds with the same assertion. Therefore, I am reaching out via email to seek assistance in speaking with a different manager or representative who will believe my concerns without dismissing my requests. I believe it is my right to have a different person assist me in this situation, and I hope to avoid further stress added to an already unsatisfactory experience. I initially chose your company due to my trust in your services, and I hope to resolve this matter promptly. Thank you for your attention to this matter. Sincerely, Elena Licea

Hello, my name is Jean Fortin. I reside at [redacted] S.E. Country Club Drive, Tequesta, Florida. In October [redacted], Jay, the installer, visited my condo to measure for plantation shutters. The estimated time frame given was 6-8 weeks. I signed the contract with Lowe's on November 3rd. I recently found out that the shutters were delivered to the installer, not directly to me, on February 5th, [redacted], causing unnecessary panic. Jay came to install the shutters on February 11th, 14 weeks later, but part of the frame was broken, requiring a new part which may take 2-3 more weeks. Since my condo is a seasonal rental, this delay inconvenienced both myself and the tenant. I believe some form of monetary compensation is warranted. Looking forward to your response. Sincerely, J. Fortin

I have had positive experiences using Valspar paint in the past. Recently, I visited the Lowes store in Franklin, WI to purchase some paint. While there, I interacted with an employee named Brandon in the paint department. Brandon was knowledgeable about the high-end paint but seemed reluctant to recommend the Valspar Ultra that I was interested in. Despite his discouragement, I went ahead with a small sample to confirm the color. When I returned to buy a gallon before the sale ended, I expressed my preference for Valspar Ultra, but Brandon was unhelpful and impolite. Even when I asked to speak to a manager, he refused to assist. This experience left me frustrated, so I chose to go to Mendard's across the street, where I received excellent service and had my paint samples perfectly matched. The contrast in customer service between the two stores makes me question if Brandon's behavior was influenced by commission incentives. As a result of this negative encounter, I have decided to avoid shopping at Lowes in the future.

I would like to file a complaint about my husband's Lowe’s card. He received the card in November [redacted], but it was unexpectedly declined in February [redacted]. This incident was embarrassing for him, as he has proudly served tours of duty. I am disappointed in the company's treatment of customers, and I am considering seeking legal advice and sharing our experience on social media to bring attention to this issue. Notably, he was approved for a platinum credit card with a $[redacted] limit from another institution around the same time, indicating there are no credit problems. It is crucial to either reactivate his Lowe’s account or provide a resolution so he can consider applying for a Home Depot card instead.

I bought a new front door from the Lowe's in Commerce Township on August 24th. We paid upfront, but the process has been a nightmare. The person who measured our door left, and no one informed us. The door arrived late and didn't fit. A new door had to be ordered, causing more delays. It's now February 16th, almost 6 months later, and the installation was still problematic. We want to know what Lowe's will do to rectify this situation. This lengthy ordeal has been frustrating, and we feel let down by the lack of compensation or apology from Lowe's Commerce. A solution or compensation is needed to address this excessive delay and inconvenience.

I have been attempting for over six weeks to purchase four appliances for my Houston home. Despite multiple calls to start the sale and expedite the process for putting my house on the market post-installation, there have been setbacks. An outside contractor incorrectly measured, requiring another visit for accurate measurements. Despite speaking with Nila several times, expressing frustration over the lack of follow-up, there have been no callbacks despite promises made. Even after contacting the store manager, “A Store Mgr,” with assurances of a return call for a phone purchase, there has been no response. As an executive vice president at another retailer, I am deeply disappointed by the service breakdown at The Bunker Hill Houston, TX store. Please connect me with someone who can address this promptly. If not, I am considering contacting the local news regarding this service failure at Lowe's.