Lowe's
Reviews and Complaints

I placed an order online and purchased a giftcard to place the order.
Lowe's cancelled my order and then kept the money and giftcard.

They say that their policy is that I can only get in-store credit.

I told them that this is not satisfactory to me, and that I want my money back, or at least my gift card.

Their answer is no.

I don't want to shop at Lowes anymore. I wish to take my business elsewhere. But they're making it impossible

Hello,
I am going to list my contacts with the store manager #1503, Travis Winfrey concerning damage to my home due to a fridge delivery. Below is my email thread from latest to start:

From: [protected]@earthlink.net
Sent: Monday, October 28, 2021 7:25 AM
To: 'Winfrey, Travis'
Subject: RE: [EXTERNAL] Fridge Delivery Damage - Hello?

Hello Travis,
I hope you are doing well, staying healthy. I imagine your job is like "putting socks on an octopus".
Unfortunately, I am moving on or let's up the ladder. I plan to start reaching out to corporate for resolution to this mess.
Best,
Jim
[protected]

From: [protected]@earthlink.net
Sent: Tuesday, October 12, 2021 5:08 PM
To: 'Winfrey, Travis'
Subject: Fridge Delivery Damage - Hello?

Hello,
How do I get a response?
Best,
Jim
[protected]

From: [protected]@earthlink.net
Sent: Monday, October 4, 2021 5:28 PM
To: 'Winfrey, Travis'
Subject: RE: [EXTERNAL] Fridge Delivery Damage

Hello,
I hope you are doing well, staying healthy.
DSI left a voice mail for me on September 24th at 3:11 PM. I returned the call multiple times e.g. September 27th at 4:16 pm, 3 x 4:24 pm, September 28th @ 10:28 am, 3:12 pm, September 29th @ 12:10 pm. The calls are later in the day because their number is a California phone number -[protected] ext. 1070 (Diane). NONE of the calls were returned.
If I need to supply more information, what is it?
I look forward to hearing back from you. Thank you.
Best,
Jim
[protected]

From: Winfrey, Travis
Sent: Tuesday, September 14, 2021 3:53 PM
To: [protected]@earthlink.net
Subject: Re: [EXTERNAL] Fridge Delivery Damage

Hello Sir, I will send this over to DSI so they can start their Claim Process. They will be in touch with you on this going forward once they have it all inputted in their system. I apologize that this happened, and will work with you to get it addressed. Thanks.

Lowe's || Travis Winfrey
Store Manager #1503 Ballwin, MO | Lowe's Companies Inc.

________________________________________
From: [protected]@earthlink.net
Sent: Tuesday, September 14, 2021 3:24 PM
To: Winfrey, Travis
Subject: [EXTERNAL] Fridge Delivery Damage

*EXTERNAL SENDER*

Hello Travis,
I hope you are doing well, staying healthy.
On August 3rd, a Lowe's KitchenAid fridge was delivered to my home (Receipt attached). I have a split foyer; that is, steps go down to the basement from the front foyer and steps go up from the foyer to the living room. When the delivery guys removed the old fridge from the upstairs kitchen, they managed to nick the bottom of a wall shelf on the way out from the living room (Picture 5096). Unfortunately, the jolt to the shelf dislodged the corner bead at the bottom of the wall/ceiling (Picture 5905). (The delivery crew eventually got the old fridge out by moving it at the same angle as the steps. I'll need to get someone to scrape, tape and mud the split (Picture 5904). Let me know if you can help absorb the cost of the repair. Or, what do I need to do to rectify the situation?
I apologize for this taking so long. Thank you for your consideration.
Best,
Jim Zirngibl
[protected]

________________________________________
NOTICE: All information in and attached to the e-mails below may be proprietary, confidential, privileged and otherwise protected from improper or erroneous disclosure. If you are not the sender's intended recipient, you are not authorized to intercept, read, print, retain, copy, forward, or disseminate this message. If you have erroneously received this communication, please notify the sender immediately by phone [protected]) or by e-mail and destroy all copies of this message electronic, paper, or otherwise. By transmitting documents via this email: Users, Customers, Suppliers and Vendors collectively acknowledge and agree the transmittal of information via email is voluntary, is offered as a convenience, and is not a secured method of communication; Not to transmit any payment information E.G. credit card, debit card, checking account, wire transfer information, passwords, or sensitive and personal information E.G. Driver's license, DOB, social security, or any other information the user wishes to remain confidential; To transmit only non-confidential information such as plans, pictures and drawings and to assume all risk and liability for and indemnify Lowe's from any claims, losses or damages that may arise from the transmittal of documents or including non-confidential information in the body of an email transmittal. Thank you.
Lowe's will not ask for User Id/Password or Payment Card information via Email.

We went to Lowes in Fern Park, FL 32730 to purchased a refrigerator on [protected]. The sales assistant wanted to have it delivered on Wednesday, 11-10-2021. We had another commitment for that day, so he set the delivery for Tuesday the 9th and told it was all set and that he made it for that day.
That morning we emptied our refrigerator and waited. No show, so we went back to the store and requested a refund because we were told it would be delivered Wednesday and not Tuesday like the sales person stated.

We were lied to by him. That wasn't right to do something like that, very unprofessional.

OK - Lowes. Seriously. You guys owned the market on product selection, style, and customer support until? Just recently? Who knows. We purchased a washer and dryer on 11/3/21 and have nothing but trouble when dealing with customer support. Your instore people rock. They are the best and explaining the products and even getting your sucky online and phone support to work. But - you need to check when a delivery is coming or where it is when it's late (b/c it was - after waiting the 4 hour window, it was delivered 2 hours later than originally scheduled and, come to find out, the window on your system (which did not match up to the window on our email) was for 8 hours, not 4), or, when you need to have a repair guy show up because the unit isn't working properly (call desk help not open nights and weekends, when it is open - you can't find the decision tree path that gets you to "need repair help", or, when you finally find the path that takes you to "help for repair" it takes you to the vendor (e.g. Whirlpool) which isn't the place for exchanges and they can't help, or, when they transfer you back over to the main line the new wait time is 30+ minutes -

OR
OR
OR

Jesus - seriously? Didn't anyone do any user testing on this process? Didn't you have some business process engineers write out your use cases and test them on this system before deploying it? I've worked on system design for over 20 years in both public and private sectors and I've had rare instances that were worse than this (and that includes the federal government - REALLY?)

You need to - IMMEDIATELY - before you lose customers to Home Depot or Best Buy or Amazon or anyone honestly

1: take down your entire dial in system
2: add people - lots of them - to answer and route your calls to the right location
3: get a big contractor (or a really good smaller one) to map out your decision tree process and crosswalk that to your crappy technology system and process design to see where the gaps are
4: write up change requirements to the existing system (technology and process)
5: FIX IT
6: test both the technology THEN ALL BUSINESS USE CASES and have less than a 5% failure to complete rate
7: deploy to a small subset of customers (say - Idaho)
8: review results - if successful and still under 5% failure rate then...
DEPLOY TO THE REST OF THE US

Get it together. Your position in the marketplace is yours to lose

I paid $30 extra to have an appliance (Dryer) hauled away through the Lock Haven PA Lowe's. I had purchased a new dryer from them for my Mother in Law. First the delivery guys told her it wasn't paid for, then they stated there wasn't room on the truck to take it! BS, If you took one off, there is room to take one! My wife and I had hauled the old Dryer out front by her porch.

I scheduled and paid for an exterior door installation on Oct 27 at 11:10am. I was told that the cost means that someone will be out to measure, select a door, and schedule an installation date within 7 days. now approaching day 9 i have gotten no calls/visits. i tried contacting the online chat help, who directed me to a number that's already after business hours... (it's outside of her expertise)... what's the point of having a chat line inexperienced to answer the questions needed, just to direct an already adjugated customer to a call a number that's already closed with no voicemail!?!?!?!?

I ordered some tile from the Lowe's in Massillon Ohio . I was told it would be in on Monday the first Then I was told the truck came they did not know what they did with it then I was told it would be there on Tuesday the second did not come then I was told it would be here on Wednesday when the truck came was not on the truck now I'm being told they didn't put it on the truck because it wasn't a big enough order, no satisfaction from the managers or the people that work there total disregard for the customer and the contractors I had set up to put this flooring in the worst customer service and management I have ever seen I will definitely be shopping at Home Depot from now on you guys are ridiculous I have spent thousands and thousands of dollars in your store this is the last straw Sign Darren ohler.

We recently had appliance delivered to our home. Unfortunately the driver hit our gate and pillars as well as our landscaping.

After contacting Lowes we were told to email the photos to this address.

Please reach out with any questions.

Tiffini Johnson
[protected]

Note: I have reached out to the local lowes to get this resolved since 6/1/21

​On October 11, 2021 placed an online order @ Lowes.com for a Samsung dryer and went it came a few days (about 7) later the guys tried to install the 6-ft 4-Prong Black Dryer Appliance Power Cord which I purchased also, I noticed they didn't install the strain relief clamp to secure the Dryer Appliance Power Cord to the dryer leaving it on the terminal block screws for the power wires to secure it. After I told them they went in the truck and got the strain relief clamp and attempted to install it but as soon as they touched the black screw it fell in the back of the Dryer (Fire Hazard if it was hooked up and I tried to use it) they didn't have an extra screw so they said they're going to return the dryer and therefore I'll get a refund.

I purchased the Dryer on my Lowes Advantage Card which is by Synchrony Bank and expected the refund to be back to the original source of purchase. A few days later on 11/01/2021 I got an In-Store Credit card (with the 4 digit pin scratched off) via FedEx. I called Store# 1113 many times until someone answered they directed me to the Manager, phone rang and rang until it disconnected, I called back and was on hold for 45 min, so I called Lowe's Corporate explained the situation and they say they can't do anything, went to store# 1113 showed then the paper that came with the In-Store Credit card and explained the situation they said it was Store #1681 they put me on hold for a Manager until the phone disconnected.

My Synchrony account is due tomorrow, which then I will accrue interest and an In-Store Credit card I don't want.

My resolution would be Lowes Refund my Original method of Payment and cover any interest that follows because of their mishandling of this situation.

I paid Lowe's to have a contractor come out to measure my bathroom sink and to have it installed. It took over two weeks for anyone to contact me so I called Lowe's. They stated that they would contact the person. During this call they gave me the company name of the contractor. No one contacted me so I called the company and they set up for a measure. The contractor came to measure. I waited but in the mean time began to choose my sink fixtures. I showed up at lowes in what I believed was more than enough time for the contractor to put my measurements in their system. About two to three weeks. There were no measurements there. I called the contractor. She couldn't find the person's information who did the measurements but she did state that she had the measurements and provided them to me.
I went into the Lowe's store approximately 4 different times trying to get them to set me up for an install and to this day, there is no information for my install. They could not even allow me to purchase a sink due to the information being incomplete in the system so I missed a sale that was recommended by the sales person. I am disabled and had great difficulty walking out of this store. The rolling cart broke down on me the last time I was there. At this point I don't want lowes to install my sink or anything else. The sales clerks know me by name and usually make their way over to me when I do come in and they begin to apologize. Lowe's has always been lacking in customer services because as I'm looking for help on the floor I am never alone. This last fiasco has taken the cake. I know much of it is due to covid but I provided exception to this on my own accord on Lowe's behalf but you have overextended my patience today when I attempted to speak with a manager at corporate and it was refused me by Lowe's sales complaint representative. I want some action taken, a refund for money spent on a contractor for the measurements. Plus now I have to get used to Home Depot and I hate their parking lot but that is now my go to home improvement store.

Kimberly Hutchins

In June 2021, I called Lowe's in Clinton, NC about installation of quartz countertops. Creative Stone came out and measured my kitchen and bathroom countertops.
I called Lowe's and was told the measurements were not available to Lowes.
Finally, July 28, 2021, Lowe's received the information . I went into to the store and ordered my countertops, bathroom sink and faucet for the bathroom. I was told by Sheila in the counter section, that the installer would provide the kitchen sink and faucet.
I wait several weeks and no communications from Lowes. On October 13, 2021 both countertops were installed. Since October 13, 2021 I have had no water in my kitchen or bathroom.

Purchase carpeting from Lowe's in 2016 with a 25 year warranty, replaced one room already because of wearing. Went to Lowe's to tell them about the other room after realizing there was a 25 yr. I opened up a claim with Lowe's/Stainmaster. I provided photos and all the cleaning receipts. (Cleaning has to be done every 18 months). They came back with I needed to show cleaning in February of 2018. I had the carpet cleaned in June of 2018 (4 months different) and provided the receipt for that cleaning but because it was short by 4 months, they will not process the claim. Actually it was less than 4 months if you allow time for the order process and actual install. They could not provide the actual date of install even though third companies 3rd party did the install. Really I had the carpet cleaned in calendar year, just shy of 3 or 4 months. Asked to escalate to management and they said management is not customer facing. Guess Home Depot and another carpet company will be getting my future business. Poor customer service all the way around!

I have been an avid Lowe's Shopper for many years now. In my early years I was a contractor here in Tidewater and used Lowes as my primary source for materials. I am no longer a contractor in that I am now a handicapped shopper. Recently I visited the Lowes on 1308 N. Battlefield Blvd. Chesapeake, Va.23320. I usually go and locate a mobile cart to navigate the store to do my shopping. Unfortunately on this particular day there were no carts available. One of the clerks informed me the store only have 3 mobile carts and 2 of those were out of service. Even more, they had no idea as to the where abouts of the good one. I suggested that it probably being used by another customer. I informed them that what I needed was very important and sat on one of the broken carts to wait. After sitting for about an hour I asked to speak to a Manager to which I was told that all the Managers were in a meeting. About fifteen minutes later one of the clerks shown up with a cart that was sitting on an aisle in the back of the store. Why have all these handicap parking spaces and only 3 carts for a store this size? This is not acceptable as it ruined my day. The employees were so cavalier about like it didn't matter. I did eventually speak to a Manager. He was sort of apologetic but his explanation was lacking. On top of all that I could not get everything came to get because when I got the cart was a lady who was also handicapped so intentional cut me shopping short so she would have a chance to shop. This is a shame and needs to be addressed. You are the only game in town because I refuse to shop at Home Depot.

Bought many Vegtable plants — approx 10-15 at $4-$5 each. Two of th Ella ya had disease— brought them
Back with slip and diseased plant— they refused to give me credit or replace!

Indianlantic Florida

I cal corporate they gave me a $10 gift
Certificate but was way to
Much hassle over sick
Plants— your website says 90 day return on all plants— they at Lowe's refused to honor

For a whirlpool refrigerator with a five year extended warranty. My food started freezing in the refrigerator. Finally after two weeks of service man came out and hours of wait on the phone to get it scheduled with the warranty service, replaced the sensor. After that the freezer quit freezing and now a maximum the refrigerator barely stays within the safe level to keep my food. After three more phone calls hours on hold they finally said they scheduled me with a local appliance store. Just called the local appliance store this morning and they said they do not service Whirlpool appliances and Lowes knows that! So back to the drawing board with no refrigerator! Never ever will I buy Lowes again

Hello I have recently had a fence installed ordered 5/25/2021 after waiting 5+ months for material that never showed up so we had to settle for something that was available.

The fence was finally ready to be installed on 10/22/2021 the installers showed up ready to go, then advised us after showing him the lot drawings that there was a utility easement on the left side of 7.5 ft. and a water easement on the right side of 10 ft. this delayed installation by 1 full day after contacting Johnson county, NC it was resolved.

I ask the installer Dwayne how we would handle the excess material and he said that he would notify Lowes to pick it up and they would credit my account.

Brain from lowes contacted me today and advised me that he would pick up the excess material but we would not receive a credit. When I ask why he said it was in the contract.

This does not seem to be a very fair business practice it maybe in the contract but the sales person should bring it to the clients attention also, he measured from the property line not the easement I also showed him the Lot Plot with the easements listed.

Please advise your final resolution on this matter so I can move forward.
I would also like someone to come remove the remaining trash/concrete/ Pallets. I am a 100% disabled Veteran and can not do it myself.

They can also take the excess material if they are going to reimburse me, if not I will donate to someone thru the Marine Corp league.

I look for to your reply.

Charles J Long
156 Barbour Farm LN
Four Oaks, NC 27524
[protected] H
[protected] C

About 10/5/2021 I ordered 5 sets of bourdeau shutters, order #[protected]. I was told they would not be delivered until 12/10/21. In the last week I have received 2 texts and 2 e-mails stating that 4 sets were ready for pick-up today. All of the shutters were to be delivered at 1 time for $79.00 on the 10th of dec. I gave specific instuctions as to where they should be put on the 10th. I have tried many times to call the store and never got an answered call. I have called the complaint dept at [protected] and talked to a gwin and after 20 min/ of holding she came back to me and said she could not get the order changed, so she was going to cancel the whole order and reorder it for 12/10 delivery time. As of current she got it canceled and I am waiting for the reorder. She is getting it changed to the 17th and recharged to my card. It took a while but she got it done. My phone# is [protected] deb zwicke

I have a GE Washer that was purchased in April of 2020 and is currently covered by the extended warranty. It is in need of repair and I have attempted to speak to someone on the protection plan customer service number. I have been calling for the last couple of weeks and have made at least 10 calls. I have been on hold for as long as 2 hours with no one picking up the call. I have tried emailing, chatting with a representative and texting. All of these direct me back to the unanswered customer service line. I am on hold as I am typing and have been for an hour and 12 minutes.