NATIONAL, NORTH CAROLINA -- On 7/11/16 a few days after our country celebrated the Fourth of July we ordered a new refrigerator from your company. It was an Internet sale and the order number was **. The product is a 20.5-cu ft Top-Freezer Refrigerator (White) Item #: 618281 Model #: WRT311FZDW. Cost with tax of 641.37.
The delivery date was to be two weeks later on July 25. A few days prior to that date your company called and told us that they still didn't have the product from their warehouse and that it would be a few more days until they could deliver and they would contact us before arriving with a more accurate delivery date. Another ten days later, on August 4th, without informing us ahead of time, or contacting us in any manner, your delivery truck showed up at our home. We were out of town and wouldn't be back home until two days later. They did leave a note expressing the reason.
When we contacted your customer service department we were told that "The delivery crew then unpacked the refrigerator at our home and found that it was 'damaged'." So they decided to return it to the store. That makes perfect sense, but why in the world a delivery crew would take it upon themselves to uncreate a wooden box on our driveway without contacting us or without our presence.
I truly find this explanation questionable at best. But not to worry, a new one was on order, they just didn't know when it would be available. All this time, the product remained on your internet website as available for immediate pick up at your store in Sylva, NC. But it gets ever more disappointing.
I called Lowe's customer service, asking why this entire issue was becoming such a disaster. It was then that I was informed that the real problem was because Whirlpool had reduced their inventory stock levels due to the economic conditions. Orders were down and sales were slow.
Last week, we were contacted by Darcy, one of your customer service employees representing your Sylva location. She called and informed us that a black refrigerator was available if we wanted that one. We ordered a white one, why would we want a black one!
Today, Darcy again called and told us that our refrigerator would now be delivered on August 30th. "Why so late" we asked, she responded that the reason was because this model was so popular and sales so strong that the factory has a hard time keeping it in stock! She did offer us a $200 discount to cushion the experience and disservice. With all due respect, I know BS when I hear it. (Incidentally, the store website was visited today and it reflects that this item will be available for store pick up or delivery on August 22nd.) Apparently the right hand doesn't know what the left hand is doing.
It becomes even more disappointing. After writing a letter to your executive office, addressed to Ricky Damron we were contacted by a lady whose name is Vallen? She attempted to get us a refrigerator but it was delayed further by product delivery issues. She did call me several times in an attempt to rectify the situation and promised to recontact me by Wednesday, August 24th. I asked about an adjustment at this time, and she stated that we would discuss that AFTER the product was delivered.
On August 26th she sent me an email saying that she could not reach me by telephone and included an incorrect phone number in her email. This after calling me several times on the correct number. She simply had one digit wrong. It might be worthwhile for someone to review our telephone conversation. This took place on the 25th of August at approximately 3:35 eastern standard time. In any event, she then offered a reimbursement of $120.00.
That's when We decided that we are done with Lowe's. I asked her to pick up the refrigerator and credit our account. She promised to call me back on Monday August 29th with a date for our return.
In closing, it's completely understandable why Bloomberg is reporting the disappointment in your latest company earnings report. Such a poor indifferent attitude is reprehensible. We have literally purchased tens of thousands of dollars of product from Lowe's over the years. But will not be doing anything near that in the future.
SARASOTA, ALASKA -- I know most people won't believe this, but it is a true story. We, unfortunately, bought a refrigerator at Lowe's on Fruitville road. The fridge has been nothing but trouble. The latest: unwanted formation of icicles in the freezer. Since the unit is under warranty, a technician, one more time, was sent to look at the problem. 2 solutions were offered to us: remove some trim pieces in the freezer section and, get ready for this, put some caulk instead!!! And, it is not all, and then, use some kind of goo and apply it around the freezer section so the seal will "stick" better. But no worries, the goo is transparent...
Talked to Service Advantage, then a sometimes manager, sometimes assistant manager Brian, The Only Brian in the Fruitville store, who said I should be thankful for caulk and goo. If I was unwilling to have the unit "fixed" like it should be, then I should call the manufacturer.
When ask if he would like to have a new refrigerator with caulk and goo, The Only Brian in the Fruitville store said if it is what it takes, then yes, he would have no problem with that. Same answer form Christine at Service Advantage: I don't see the big deal with caulk and goo. It is obvious, Lowe's DO NOT STAND BEHIND THE PRODUCTS THEY SELL. And the employees, all level: THEY DO NOT CARE. Do yourself a favor, don't shop there...
HENDERSONVILLE, NORTH CAROLINA -- Our Samsung refrigerator stopped cooling over six weeks ago. Despite a Lowes' warranty, it still has not been fixed despite three visits from the repairman, and we have lost hundreds of dollars worth of food. When I first called for warranty service it took five days to get someone to come out and look at it. He ordered parts which came in about two and a half weeks later. When the repairman returned he said the freezer had broken and unplugged the entire refrigerator which had until that time been providing minimal cooling. He ordered parts for the freezer and returned about two and a half weeks later.
When he arrived he said that the company had sent the wrong control panel so he still couldn't fix it. I just called Lowe's and said that I wanted to return the refrigerator because it has been useless for over six weeks and the warranty has been useless. They said I can't return it because parts have been ordered to fix it.
FRANKLIN, NORTH CAROLINA -- I bought a $1,500 stainless steel Whirlpool gas convection range at Lowe's at the end of July. Less than a month later the oven quit working and would only display the message "Fan speed too low, contact service". That was over 2 months ago. Both Lowe's and Whirlpool have been spectacularly incompetent since. Each has blamed the other for the problem. It took a month for them to get a repairman out to our house and then he said he couldn't fix it and walked out, explaining that he would call us in a couple days. That was 3 weeks ago... Never did hear back from him.
I've been to my local Lowe's where the Appliances manager tried to get in touch with the repairman with no success. After weeks like this, the Appliances manager told me that if I hadn't gotten help by today, they would just issue a gift card for my purchase price and I could buy a new one of my choice. You guessed it. When I called the number he gave me to get the gift card, they refused. While they acknowledged on a recorded line that I'd been promised the gift card, they claimed that the Lowe's employee who made that promise was not authorized to do so and they would not help me other than to say that Whirlpool would have to fix it.
MT. DORA, FLORIDA -- I bought Whirlpool washer/dryer and 2 employees told me that I would receive $250 rebates back after purchase. I went online and submitted for rebate. I was mailed $100 back. I called Lowe's and the response I got was "Sorry, I guess the salesman was wrong." Now I am out $150.00 because Lowe's doesn't train their employees or they just LIE to customers to make a sale. NEVER AGAIN!!! I spend thousands of dollars at Lowe's and now I will make the extra 10 minute drive to Home Depot for my personal and business needs. Buyer beware!!!
SPARTANBURG, SOUTH CAROLINA -- I went online to purchase a dishwasher. After finding it on their website I paid for it to be install. After giving a date for it to be installed it was never installed by their installer. All together I waited for 2 weeks. I gotten one from another store. Check for timeline on putting it in before buying.
BETHLEHEM, PENNSYLVANIA -- On 8/23/14, I ordered Counter tops, a dishwasher and other items to be delivered. I got a call about 1 hour later scheduling a delivery of 8/27/14 and would be called with a time. On 8/27/14, I had not got a time for delivery so I called Lowe's and they told me my delivery date was changed to 9/8/14, WITHOUT contacting me to see if I was available, and they didn't seem to care. I wrote customer service at Lowe's and 4 days later, I got a reply saying someone from the store would contact me, she did and offered me 10% off for my trouble, which I NEVER received.
On 9/8, the day my order was switched to without my knowledge, I had still not received a time of delivery. I do work and need to know when this was coming to schedule my work day. So I called them at 6:15 am to see when it was going to be delivered. I was informed, rather rudely, that no one is called until between 8-9 am day of delivery to a time. I gave them my cell and asked them to call me on that because I had to go to work. 9:15 - still no call, so I called again.
I was told they still didn't know when but it will be an AM appointment and I would get a call soon. I asked the contact number they had and it was my HOME, I gave them my cell again and asked them to contact me on that. 10:40 am I finally get a call and they said they will be there between 11-1. Nice, 20 minutes to run home, got there before 11. 12:45 they get there and deliver everything but the DISHWASHER and cord!!! This is why they moved my order in the first place without telling me. I asked the driver where it was and he said, “Sorry, it isn't on my order.”
He called the store and they said it isn't in yet and they don't know when it will be delivered. I called in to customer service AGAIN and I forget who returned my call but she was very apologetic and said someone would contact me as soon as the dishwasher was in and it would be delivered at MY convenience. This morning, 9/9 at 8:35 I get a phone call saying my dishwasher will be delivered between 9-11.
Wow! 25 minutes to rush home this time, and he seemed annoyed I had to check my schedule to see if I can make it, I could. And at 10:53 they get there with the dishwasher but NOT THE POWER CORD. I told him to cancel the cord, and I went right to Home Depot where I will be doing ALL my home improvement from now on and got it.
FERNANDINA BEACH, FLORIDA -- Thank goodness I purchased this machine at Lowe's. They honored my complaint, refunded my money and scheduled a pickup immediately for this horrible excuse of a washing machine. The product looked good on the showroom floor, it all sounded good as the salesperson went over the options and explained how it worked. That was as good as it got for this product. The washing machine never cleaned anything! However, it did manage to twist, mutilate, and tear up several blouses,1 pair of pants and 1 sweatshirt.
The first load was full of t-shirts, socks and underwear. These items came out OK, but as I was transferring the clothes from washer to dryer, I noticed they didn't smell fresh. I thought I made a mistake in adding the detergent, so I rewashed the load.The second load was towels, they seemed OK, but they weren't too dirty to start with; however, after I dried them I saw the soap residue that was left behind on several of the towels. So I rewashed this load as well. The third load was my last load. The clothes came out with soap stains, streaks from uneven wetness in the clothes and of course, the damages I mentioned above.
I can't get rid of this machine fast enough! Apart from not cleaning the clothes, the machine sounds as if parts about about to fly off of it at any minute. The rattle of metallic pieces is not the same sound as the sound of a washing machine in action.
I am luckier than some of the people who bought this waste of a product, because at least Lowe's was the company I had to deal with and they were wonderful regarding the return the product and refunding of my money. I am told Whirlpool has bought out Maytag, this is the only reason I tried this machine. Whirlpool, you are no Maytag! I am off to check out other manufacturers as they certainly can't be any worst!
WAKE FOREST, NORTH CAROLINA -- On 12-7-13, we walked into Lowe's with the measurements for our current over-the-range microwave oven; we even had the original user manual so there would be no problems buying a new one that would fit. The salesman assured us that the new one that we had selected would fit. Two weeks later the installer arrived and could not get the new one to fit because it was an inch too tall. We have a stone backsplash and the bracket for support requires that the microwave be no more than 15.5" high. The new one was 16.5" high. We thought that we could call Lowe's and just get them to send one that would fit. Turns out, they don't sell one that will fit except for a $1,000 model!
We had to urgently call the installer to come back and put our old microwave back and hope that we could pay someone to fix it. The installer brought our microwave back; it had obviously been thrown into the back of his truck because the key pad was now broken and the hood vent was also now broken. I went to Lowe's today and told them what happened and the only thing they cared about was "Where is the new microwave?" I told them I had no idea where it was and asked them what they were going to do to fix the problem.
They said that I could contact two companies to see about fixing it (never mentioning making any restitution for busting up my microwave) and that they would give us a full credit back after they are able to locate the original microwave. They also said that it wasn't the salesman's fault because he could not have known that we have a backsplash! Seriously, they said that.
Am I the only one in America with a backsplash? I told them that it was the salesperson's fault; we had the measurements and he should have paid attention to them. The fact that a home improvement store does not train its appliance salespeople to pay attention to MEASUREMENTS speaks volumes about this company.