Lowe's review: Refusal to accept the return and refund of an unused $1K+ product.

I placed order #[protected] on-line on 11/23/2023 and the oven was delivered on 12/04/2023. It was unboxed by the delivery personnel, without our being asked, before it was brought into the house. They disconnected the existing oven, which we presumed was defective, and for which a $50 removal fee had been paid. Connecting the replacement oven revealed that there might be a problem with the house electricity supply rather than with the existing oven. So, I asked the delivery men to take the new oven back. They, however, recommended that we retain both ovens while we consult an electrician. I asked about the return policy and was told explicitly that the new oven could be returned anytime within the next 30 days. Given the electrician’s report, it is now clear that the new oven should be returned.

I expected that this would be straightforward, and a refund provided by Lowe’s. But, in phone conversations with Lowe’s customer service staff, I have been told that a return and refund is impossible because the return request was not made within 48 hours of the delivery. This $1K+ product is still in its delivery wrapping, has never been used and was not returned within 48 hours only because I was misinformed. My hope is that Lowe’s management will accept the corporate responsibility for a return and authorize a refund rather than having this “customer service” decision publicized. The delivery company may not be Lowe’s but Lowe’s is responsible for their activities and statements.