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Do Not Buy Appliances At Lowe's
Posted by Dandreas1 on 05/03/2013
MOORE, OKLAHOMA -- Three months ago we bought all new appliances for the new home we were moving into from Lowe's. Yesterday the Whirlpool refrigerator's compressor went out and we lost all the food. Lowe's would not replace the refrigerator or refund the money. I was rudely told that I could only return it within the first 30 days. I was referred to a Lowe's repair service that could not even consider coming out for almost a week and all the cost would not be covered by the Whirlpool warranty!

I will never buy anything from Lowe's again, not even a plant. Now I am worried that the other appliances I bought might also be lemons. I've learned a lesson...NO MORE LOWE'S!!!!
     
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Posted by Obsfucation on 2013-05-03:
How long should they be responsible for your appliances? I don't think you will find any retaiuler who will take back a 3 month old appliance. Your issue is with Whirlpool, and since the appliance is under warranty, why aren't you dealing with their repair people?
Posted by FoDaddy19 on 2013-05-03:
I did some checking around and a 30 day return policy for major appliances is about par for the course (BBY is a mere 15 days). After that point any issue with the product is between you and the manufacter. The warranty for fridges ususally isn't all-enclusive. If you opt for the extended warranty then more things tend to be covered, however usually extended warranties aren't a wise choice, but this one of those rare instances where it would've helped.

I don't see where Lowe's did anything wrong. They didn't go against their policy to wrong you or anything. You would've likely had the same scenerio happen had you bought the fridge at another retailer.
Posted by ok4now on 2013-05-04:
If you purchased all of these new appliances from Home Depot would it also be their fault? Your fight is with Whirlpool.
Posted by trmn8r on 2013-05-04:
I also don't see anything the Lowes did wrong. Your complaint is with Whirlpool, in my opinion.

There are often complaints about retailers who won't take back merchandise after 1 month, 2 months, etc. Your *manufacturer's* warranty is what covers failures. Is 3 months a very short period of time in which to have one? Absolutely. But the retailer is out of the loop at this point.
Posted by Carolyn Lanier on 2013-05-04:
It's not only Lowe's, Sears has sorry appliance's too, I will never buy any thing else from Sears. But I think it's the way everything is made now days, they are made not to last.
Posted by KEYSTONEFIREARMS on 2013-05-10:
I LOVE LOWES IN DIXON CITY PA. THEY JUST REPLACED MY $3200. REFRIGERATOR THAT HAD 4 MINOR LITLE NOISE PROBLEMS AS A LEMON AFTER 2 1/2 YEARS. CANT GET ANY BETTER THAN THAT.
ALSO THAT STORE HAS THE NICEST MANAGMENT OF ANY STORE I GO INTO AS I LIVE IN NJ. AND PA. AND IF I HAVE A PROBLEM THEY SOLVE IT FAST.
CAN'T ASK FOR BETTER SERVICE PLUS AS AN EX-MARINE GET 10% OFF ALL THE TIME.
GOT TO SAY I LOVE LOWES OF DIXON CITY PA.
Posted by SummerH on 2013-05-13:
I bought a Whirlpool washer/dryer from Lowe's 2 1/2 years ago and got them at an unbelievable price and haven't had ant problem. Every appliance in my home is Whirlpool and I will not buy any other brand. I mostly shop at Lowe's and while there are some things that I don't like the things that I do like out weighs the negatives. Lowe's is really one of my favorite stores to shop in McDonough, GA.
Posted by Chris on 2013-05-28:
Always amazed at people blaming the retailer for potential manufacturer problems. It isn't Lowe's or Sears or even Home Depot's problem. It's between the consumer and the manufacturer.
Posted by Joe on 2013-06-05:
Problem is with whirlpool, not with Lowe's.. Come on people!
Posted by Lori on 2013-06-07:
Given the location of the complainer, I have to wonder if it's still a problem. I hope that it is and that they see that in the grand scheme of things, it could be a lot worse.
Posted by Glen on 2013-06-07:
I am not taking up for Lowe's, but the problem mostly likley because of the appliance manufacture policies. Doing your homework on the front end could have saved some heartache. I usually consult a local repairman as to the best product to buy. You may want to think about and extended warranty. BTW do retail stoves, so I know a little about the dealer end of thismdeal.
Posted by William on 2013-06-08:
I believe Whirlpool is responsible for honoring the warranty. Even so, I think Lowe's has a responsibility to be sure the customer is happy even if that means directing the customer to Whirlpool customer service in a gracious manner. Ironically, I just visited Lowe's today, and found the "help" to be useless. I was looking for deck paint and was told to buy cement and floor paint. There IS a difference between that and deck paint. I would advise anyone to seek a business that has expertise in what it is selling, even if that means spending more.
Posted by maicokid on 2013-06-11:
I have Whirlpool appliances. Not Lowe's problem. The problem is whirlpool quality appears to be lower than ever. Engineering to keep the cost down also makes for a difficult appliance to own. Next time get something else.
Posted by Moira on 2014-03-09:
Hi, Its not just Lowes its Sears as well. No one will stand behind anything they sell anymore. But they still like to earn their commissions. Frigidaire must be one of the worst companies out there for poor quality. I have had a bad fridge and now a bad stove all Frigidaire. I think Frigidaire also makes Maytag. SEARS, LOWES, DO NOT STAND BEHIND THE APPLIANCES THEY SELL.
Posted by Jennifer on 2014-04-16:
I had the same problem with a freezer with extended warranty.. The freezer went out a couple months after we got it with over $800.00 worth of meat in it and they were supposed to send a tech out to look at it the very next day of me calling them.. After getting the run around about them sending one out for a week and a half they finally just gave us a new freezer but by that time the meat was totally thawed n ruined.. It took them forever to get back to me on the food loss and when they did all they refunded was $150.00!!! That's probly how much the extended warranty cost me in the first place!!! Never again will I buy anything from this place!!!
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Do Not Buy Lowes Appliances
Posted by Lowes hits a new low. on 08/20/2009
ROCKY RIVER, OHIO -- I just purchased a Frigidaire stainless steel dishwasher from Lowes in Rocky River OH and had it installed on Aug 14. It malfunctioned from the start, never leaving the wash cycle and not draining.

After just spending $9000 on a kitchen rennovation at their store, Lowes would not even speak to me, they simply refered me to the Frigidaire 1-800 number.

I hope they don't expect me to pay to repair the brand spanking new dishwasher, but I expect the worst.
     
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Posted by WWYD on 2009-08-20:
If this was an "out-of-box" failure, your Lowe's store can (and should) replace it for you. Call them back, ask for the Sales Manager or Ops Manager. Explain the situation calmly and tell them that you expect them to follow their own internal policies for out-of-box failures within 7 days. They will replace it, provided the unit you purchased was not discounted due to having been repaired.

If they refuse, call (800)44LOWES [800-445-6937]. That's Lowe's corporate offices. They will take all your information and refer it back to the store for resolution. The store is required to call you and resolve the matter within 24 hours.

Bottom line is that even without Lowe's replacing it, you have a 1-year manufacturer's warranty through Frigidaire.
Posted by Mario The Great on 2009-08-20:
Well said WWYD - you deserve a star. :)
Posted by qualityappliance on 2009-08-20:
There is a very good chance that it is an installation problem such as a drain hose kinked or since you have a new kitchen maybe the plug did not get removed from the waste disposer. If that is the case, you may get charged for the service call. Most companies will not charge you but some would, and the real shady ones would charge you and bill the manufacturer.
Posted by Lowes hits a new low. on 2009-08-20:
OK guys, here's my update: I took your advice, WWYD, and I called the store back, and asked to speak to the manager. I explained my situation again,and how this was a brand new dishwasher, and it appears there was some miscommunication the first time I called. He looked up the dishwasher model I purchased, and since it was discontinued and could not be replaced, he did refer me to the following phone number, which is Lowe's dedicated line to the manufacturers:

1-888-77LOWES He told me to give them the model#, serial number, location of store, and they contacted the repair technician for me. (Actually it happened to be the same one I had previously called, so I was able to keep my previous appointment with them.) I was assured that the product was under the one year warranty and therefore was covered for the repair.

This is satisfactory to me, and I am quite relieved. I want to thank the manager at the store, whom I could tell was having a hectic day, for taking the time to get this straightened out. Now, hopefully, the problem with the d-w is fixable.
Posted by Lowes hits a new low. on 2009-08-21:
My final note: And this goes for the Lowes.com feedback people too: If your customer has a problem with an appliance, don't do knee-jerk reaction that you need to ask them about whether or not they have an extended warranty. That has absolutely nothing to do with an out-of the box failure. This all happened because someone during my first call wasn't paying attention or had one-track mind when it came to "extended warranties". Any appliance should have a one-year manufacturer's warranty and you should get free service during that time.
Posted by WWYD on 2009-08-23:
I'm glad you were able to get a resolution. Bear in mind that the reason they ask you about the extended warranty is to find out if the repair can be billed to the 3rd part warranty company.

If you still do not get resolution, go back through the store or the 800-number I gave you. Despite the dishwasher being discontinued, it is within the store or sales or ops manager's discretion to replace the dishwasher with the newest comparable model.
Posted by ExEmployeeLSA on 2009-09-07:
WWYD - You might want to do a little more research before giving advice on extended warranties. During the 1st year factory warranty, it doesn't matter if the customer purchases any type of extended warranty. Why, because that warranty will not begin until after the warranty with the manufacturer is over. Therefore, the company administering that extended warranty cannot be billed. Even if the repair is not covered by the initial warranty.
Posted by Anonymous on 2009-09-08:
Keep in mind though, that just because you buy it new does not mean that you can return discontinued models. That is probably why the original poster was referred to the manufacturer in the first place. Glad they took care of you though.
Posted by WWYD on 2009-09-10:
I beg your pardon, ExEmployeeLSA, but I am intimately familiar with these warranties, and with what Lowe's is doing. There are, in fact, certain aspects of these warranties that begin from the date of purchase. Perhaps you would care to pick up a copy of the warranty from a local Lowe's and peruse it at your leisure.

LadyScot, I'm sure that's true at many businesses. But Lowe's has a 90-day return policy, with no exclusions about discontinued merchandise.
Posted by ExEmployeeLSA on 2009-09-13:
WWYD- I worked DIRECTLY with the Extended Protection Plan for 2 years. The ONLY things that are covered from date of purchase are surge protection (which a technician MUST verify) and also food loss. This person would need to speak with Frigidaire since the dishwasher is less than 12 months old. And by the way, not all warranties are the same.
Posted by WWYD on 2009-09-13:
I wasn't speaking of all warranties. This was specifically a warranty from Lowe's, ExEmployeeLSA. And I appreciate you admitting that I am correct. In your original statement, you said, "...because that warranty will not begin until after the warranty with the manufacturer is over." You now admit that was in error.

I never said what the particular issue was, just that "certain aspectsf these warranties" begin from the date of purchase. This is correct.

I rest on my laurels. And I have 12 years experience, ExEmployeeLSA.
Posted by Anonymous on 2009-09-13:
WW, my husband works at Lowes. Special orders, discontinues and scratch and dents are nonreturnable.
Posted by WWYD on 2009-09-15:
The following is copied from Lowe's website. This is their return policy. There are caveats for outdoor power equipment that I have not listed, as we are discussing major appliances. LadyScot, your husband's store may be trying to limit returns on special orders, discontinued appliances, and damaged appliances, BUT, that is not the company's policy. In their Policies & Procedures, Lowe's specifically states that Special Orders are returnable, for example. I, too, work for Lowe's, and have for 12 years.

"Our ultimate goal is for you to be completely satisfied with your purchase from Lowe's. If you receive an item you are dissatisfied with, you may return it within ninety (90) days** to any Lowe's store for a refund or exchange within our current return policy guidelines. For additional assistance, visit your local Lowe's store or you may call toll-free 1-800-890-5932 and one of our customer service representatives will be glad to recommend alternative return options that may be available. Information contained on the invoice will be necessary to process the return or refund. Please have the invoice ready when you call. After the return period**, products will be covered by the manufacturer's warranty as applicable."

I won't be posting anymore on this topic, as I feel we've (including me) strayed from the original reason for this thread.
Posted by Charles Nelson on 2013-05-28:
That is horrible! Did you get a appliance protection plan from them? I know Lowe's commonly refers you to the appliance dealer or company for specific product problems because they don't do repairs.
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Lowe's Rebate Scam
Posted by Sfischer on 07/16/2012
ALEXANDRIA, VIRGINIA -- I purchased a $1,200 Kitchenaid Dishwasher online on June 29, 2012. Right under the "Add to Cart" buttom, it stated a rebate was available. After I paid for the diswasher, I was taken to another screen that said the rebate program was called the "KitchenAid Major Appliance $300-$400 Rebate" and offered me a convenient area to download the form. I immediately downloaded the rebate form and filed it online. Unfortunately, I just received a letter saying I don't qualify for any rebate because I didn't purchase 3 appliances at the same time. MISLEADING!!! This was stated nowhere during any part of the purchase or rebate process. I even read the Terms of Offer where it states "Consumer may choose one model per appliance type up to a maximum of 4 models, with a maximum rebate of $400 per household." It says nothing about a minimum. WHAT A SCAM! I would have purchased a cheaper dishwasher!
     
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Posted by trmn8r on 2012-07-16:
OK, I wasted 10 minutes of my life trying to figure out what the terms of this rebate are, and I can't on the Lowes website. I do see the $300-400 rebate, but nowhere am I able to find out what the *DETAILS* are. How do I know if my rebate is $300 or $400 or in between, for starters.

Looking at the other dishwasher rebates, they are $100 or less. Therefore, it makes sense this rebate is for multiple appliances, HOWEVER WHY AREN'T THE DETAILS available?

Personally, I would have not bought until I found out what all the terms are. I do NOT think this is a scam. I think it is a very poorly handled web promotion in which the rebates terms can't be seen until after you purchase and have a receipt so you can download the submission form.

Very helpful. I am a supporter of Lowes, but they missed the target on this one.
Posted by rebate expert on 2012-12-20:
All rebate forms on the Lowes website are available to view terms and condition before making purchase. please be sure to follow all instructions and submit as required..@trmn8r - www.lowes.com..at the bottom under customer care, click on rebate center..on the next page, click on current rebated..if it is an appliance, choose the manufacturer, choose the type ofappliance and then search.. if there are available rebates on a specific appliance, it will state such next to appliance..click on "get rebate form" and all terms aqnd conditions are available. I hope you all find this helpful!! Happy Holidays
Posted by KT Morgan on 2013-06-27:
Lowes just blatantly ripped me off for $1300 rebate on 14 thousand dollar cabinet order.
Seems like at this point everybody should be warned about dealing with such a criminal enterprise like Lowes!
Posted by Charles A. Gregory on 2013-07-12:
purchased dishwasher 6/13/13, cashier provided "on-line rebate" ticket, filed immediately, 6/24/13 recieve Lowes letter "did not purchase a qualifying item". Why did I recieve rebate form during purchase for item not qualifying for rebate, at minimum confusing, more accurately false representation of actual purchase price. 6/13/13, 10:52:30, Trans#30135129, store 0599, terminal 23
Posted by none on 2013-07-25:
read the form for details http://img.rewardpromo.com/1/1481/3451.pdf
Posted by Brian on 2013-07-26:
I've had the same luck. I purchased 3 appliances in store in feb with a supposed $400 rebate. The website and phone numbers are useless. Nothing but run around. I event went back into the store where they were "unable" to access my my lowes account because " it's only for customer use" again garbage after a brief conversation with the manager magically all of my info was available. The store called the number and put me on the phone with a love person who " solved the problem... By re issuing the rebate cards yeah that was over a month ago and nothing except I'm now locked out of the lowes account due to "multiple log in attempts" more garbage. I supposedly recieved an email to re set the password (one that i use frequently for sites like this) but i never got that email. funny how the other 100 emails of whats on sale have mo problem finding my inbox. I bought the appliances because I had several more projects for this spring and figured that the rebate would come in handy. I won't make this mistake again.
Posted by John d on 2013-08-02:
I too was taken on the rebate scam. I purchased three whirlpool appliances and submitted the online rebate. On Aug 1st. I received a post card saying more info was needed by July 29th. And the response was from Kitchen Aid rebate. The one line system does not work. Don't fall for the rebate trap, Shop for the best price and it's usually not Lowe's
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Dishwasher / Install
Posted by BrianPopp on 07/10/2007
AMHERST, NEW YORK -- On July 5th 2007 (Thursday) I ordered a dishwasher and delivery online from Lowes.com . I liked the dishwasher and the price, and there is a picture of a guy installing a dishwasher that states they will install and haul away as long as it is the same connections and it fits in the space.

It stated on my receipt that I would receive a call from the West Amherst NY store within 24 hours to set up a delivery time.

On July 7th (Saturday) after not hearing from the store I called them and spoke to a manager named Brian, who apologized and said the dishwasher could be delivered on Sunday July 8th between 8am and noon. After taking the day off of work and not seeing them, I called at 1245pm and spoke to a manager Peter. He said that it was out of stock, but it may be on the truck and no one filled out the paperwork, but he also said that it appeared on the computer that it was delivered Friday. He said that when Brian got back from lunch in fifteen minutes he would call back. I did not hear from the store. I called the Lowes 800 number on my receipt, and they said the store manager, Heather, would call me within 24 hours, and that Peter found my dishwasher and that it would be installed Monday morning (but Brian did not remember speaking with me the day before).

Monday, July 9th came and a kid pulls the dishwasher off the truck, drops it in my kitchen and says "here ya go"! I asked him if he was putting it in and hauling away my old one like it said online (for the extra charge), and he said no...he just delivers it!

I called the 800 number again and they said that this was not right and stated they would mark this urgent and have upper management call me within 24 hours as the store missed the first day's call, and Sunday's delivery and later call, and the call from the store manager Heather.

Tuesday, July 10th came and went, once again..no phone call from "upper management" (they have now missed 4) so I called the 800 number who patched me through to the store where I spoke to Brian again. He said it would be an additional $124 to install it, and that he could have it done in four days. He also said it was my fault as I would have had to have gone to the store to sign for an installation! This was the first that I had heard this in six days of phone calls!

I'll go somewhere else that returns phone calls, does the job, doesn't treat the customer like their in the wrong, and wants to stay in business in the area! There was never any attempt to make the situation better...or even an apology, it was just wait with the dishwasher you purchased six days ago (in the middle of your kitchen floor), get out here to the store to sign a contract for another $124, and wait four more days! I told him, better yet, have the delivery kid come back out here and take the machine and credit my card.
     
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Posted by Anonymous on 2007-07-10:
I think it's pretty unrealistic to order an appliance and install exclusively through the net. Personally, I don't part with my money without speaking to somebody and getting something in writing and hearing the details face to face.
Posted by BrianPopp on 2007-07-10:
I won't do it again..I thought Lowes was a reputable company. They also said any appliance with the exception of dishwashers, gas dryers, and hot water tanks are installed with the delivery purchase automatically.
Posted by poppapia on 2007-07-11:
While I like Lowes, this post at least proves that they have some of the same problems that Home Depot does.
Posted by Alain on 2007-07-13:
I talked to a fellow in our appliance department and he said that the service, internet orders included, vary widely from store to store. In our store Brian would have been reprimanded and the department manager would have been made responsible for solving the problem. Obviously Heather is not a good store manager. You might want to file a report with your local Better Business Bureau. Then find out who the Lowe's District Manager is and inform him/her of your action. It's a nuisance, but it usually gets attention.
Posted by Anonymous on 2007-07-13:
Should dump the "hardware" store,and go to an appliance store,where they care about the customer
Posted by BrianPopp on 2007-07-13:
I ended up going to Orville's, a local appliance store, and they installed a better dishwasher the next day for less money!
The District Manager for Lowes called me and said that his concern was that for six days, they would not return calls or help, but they were willing to return the sale and pick up the dishwasher within a half hour of our last conversation.
Posted by Alain on 2007-08-05:
Glad to see you got a good product and price! From all of us ("Alain" serves about 7 Lowe's employees at 4 different stores and counting). We have found that often District Managers get results when store managers like Heather fail to address customer problems.
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Lowes Home Improvement Store Refuses Manufacturer's Request
Posted by ConsumerAffairs on 04/26/2008
EDWARDSVILLE, PENNSYLVANIA -- Lowes Home Improvement Stores – 50 West Side Mall - Edwardsville. PA 18704 – (570) 285-6000

Last July I bought a Frigidaire refrigerator from the Lowes Home Improvement Store in the West Side Mall, Edwardsville, PA.

I purchased a Frigidaire because of customer loyalty to Frigidaire based on generations of family members who purchased nothing but Frigidaire appliances.

My decision to purchase my new Frigidaire from the Lowes Home Improvement Store appliance department based on price and availability.

On April 3rd of this year I called Lowes appliances in Edwardsville to report that my Frigidaire refrigerator was not properly cooling. Lowes instructed me to contact the Lowes Appliance warranty repair service to schedule repair.

April 4th – Lowes Appliances sent their repair person to assess the situation. Their repair person said that the problem was due to a defective evaporator and that it leaked the coolant causing the refrigerator to fail. He also told me that he did not have the part but that he refilled the coolant and would be back within the week to replace the part.

I waited 3 weeks for the repair man to return before calling Lowes appliances on April 23rd and I spoke to Michael, who said that Lowes had already paid the repair person for the service and it would be up to me to contact the repair person. He said that he was sorry but it was not a Lowes Appliance issue. I told him that this was now the second time that my food had spoiled and he said “I’m sorry but that is not a Lowe’s problem but they would provide compensation for the spoiled food.”

He then gave me the telephone number of their Lowes Appliance repair man to contact directly and schedule a return service call to finish the job. I called and was told to call back the next day between 11am and 7pm.

When I said that I would be out of town the next day I was told that he was out in the truck checking on the part and that he would call me back later that day.

He never called that day and he did not call or leave a message on Thursday so I called Lowes again on Thursday evening and after being told that my problem was not a Lowes problem and that I had to contact their repair person I explained that I was unable to reach him or get a satisfactory answer from him. Alicia, from Lowes appliances then asked me to hold and then came back on the line and said that Lowes was also unable to reach him.

I was asked what his diagnoses was and I said according to their repairman it was a defective evaporator. Her solution was that she would send me the appliance part and that it would take about 5 days.

I told her that a) I was not an appliance repair person and b) that this was a new Frigidaire refrigerator and under warranty. I also informed her that I am disabled and need to be able to keep my medicine and food refrigerated. Her next suggestion was that Lowes give me a $65 discount off of a compact refrigerator rental which they would provide.

Mighty generous of them, isn’t it? I buy a refrigerator from them and it fails under warranty, their repairman comes and says that the problem is a defective evaporator. He never returns to repair the situation which is covered under warranty and Lowes will be generous and give me a discount on the rental of a compact refrigerator!

At this point I asked for a replacement of the refrigerator. Lowes countered by saying that I would have to wait until they could get in touch with the repairman that they had already admitted that they could not reach to complete the work originally and that I would have to wait until they could talk to him.

At that point I asked to speak to a supervisor who had the authority to make a decision about the replacement of the defective Frigidaire refrigerator and I was put in touch with Laura from Frigidaire.

After some conversation Laura said that she would email the manager at the Lowes Home Improvement Store at the West Side Mall in Edwardsville and authorize that they replace my refrigerator and call me the next day.

True to her word Laura called at the time we arranged and told me that she requested a replacement of the same model Frigidaire refrigerator as I had purchased but the manager at the Lowes in Edwardsville said he would not be willing to do anything until he spoke to the unreachable repairman.

Laura said “I’m sorry” and I said that I was sorry too.

I am sorry that Lowes has decided to ignore a disabled person’s request for a simple warranty refrigerator repair and that it had escalated to this point. I also told her that I was sorry that I now felt that I needed to a) contact the Pennsylvania Attorney General’s Office and file an official complaint and b) that I would have to endure further financial hardship by filing a civil complaint whit the Edwardsville Magistrate’s Office.

Once again I explained that I am disabled and living on social security disability. I needed to keep my medicine refrigerated and that I also due to medical conditions that I needed to keep my food refrigerated.
Lowes has chosen to ignore the needs of a disabled person so now I have to find extra money to hire an attorney to protect my rights as a consumer and protect my rights as an American with disabilities.
     
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Posted by ConsumerAffairs on 2008-04-27:
Lowes - 50 West Side Mall - Edwardsville, PA is of the opinion that when you do business at their store and you use one of their installers or repairmen that their responsibility to the customer is over as soon as the register goes KA'CHING!

You may thing that is a rather bold statement however if you search Google for the term "Lowes Installer Complaints" and you will find over 25,000 pages filled with pages relating to Lowes installer complaints.

You do business with Lowes and they supply the installer/service person - You pay Lowes, they profit but when you have a problem with whatever the work the Lowes installer did or did not do Lowes will tell you that it is not their problem and that it is up to you as the customer to find the person that they hired and sent to your home to make good on the work that was done.

Something about that is just not right - they encourage customers to use the Lowes installation program - people that they hold out as representatives of Lowes and whe things don't turn out as planned then they act like it is not their responsibility.

Lowes lures unsuspecting customers into using their installers by passing them off as Lowes representatives.

Lowes makes it easy to get your project installed with a one stop-one shop-one payment marketing technique.

Lowes appears friendly with that attractive "zero interest project card"

But when the mask is removed the truth will appear.

Lowes installers and repair persons may or not be qualified or authorized to do the work that YOU have paid them to do.

Many Lowes installers are not licensed contractors.

Lowes charges you what you would pay for a quality contractor however they pay the installer substantially less.

It has been shown that these installers are many times no more than a "shade tree mechanic" when it comes to working on your project and not a "Lowes Professional" as they would like you to believe.

Lowes is more than happy to lure you into their web of deceit when they are taking your money however when it comes to providing service and support after the sale it is obvious that Lowes has a completely different idea.

This problem is not occurring only at the Lowes in Edwardsville but is a widely accepted business practice throughout Lowes Home Improvement Stores nationally.

Did you know that Lowes recently had to pay 75,000 current ad past employees for unfair labor practices in a Federal Lawsuit spanning about 10 states.

Lowes has numerous lawsuits and citations for sexual harassment and race discrimination because management either participated in or failed to act on reports of such acts.

In short Lowes doesn't feel any responsibility to its employees or its customers.

Lowes only cares for the Ka'Ching

Most reputable companies have no problem standing behind their work however Lowes seems to be an exception.
Posted by Anonymous on 2008-04-28:
ConsumerAffairs, thanks for the info! Pretty amazing. Glad I didn't push their 'installation' program when I worked there.
Posted by WWYD on 2008-11-27:
ConsumerAffairs,

Do you believe what you posted? Are you professing surprise that a company that has been in business for over 60 years, and currently does business with more than 14 million consumers EACH WEEK will have plenty of people complaining online?

Do you have any idea what the employee wage & hour lawsuit was actually about? I do (and I'm not a party to it).

Lowe's doesn't deceive anyone on the identity of its installers, nor does it deceive anyone with its credit card advertisements. You have to be able to read. You have to have some interest in detail. If you're going to spend your life reading headlines and no details, you're not going to get very far.

On this particular issue, it may surprise you to learn that Lowe's sells goods. Lowe's provides a 90-day return policy. The return policy is that you may return items purchased within 90 days, with a receipt, to receive a refund based on your method of payment. Beyond the 90 days, there is a manufacturer's warranty, provided by the MANUFACTURER of the goods. In this case, Frigidaire warrants the refrigerator from the date of purchase, for one year, covering parts & labor. Lowe's also provide an Appliance Advantage phone number consumers may contact to schedule repair for any in-warranty appliance purchased at any Lowe's nationwide.

When next you buy a new car, go back to the dealership within 90 days and say you've found a problem and you want a refund. See how much more reasonable Lowe's can be than you think?
Posted by Janet H. on 2013-06-05:
Lowe's offers extended warranty and then when something happens they just keep putting off repairs until they can run the warranty out. I purchased a $2000.00 refrigerator and was talked into the extended warranty. By the time my refrigerator was 2 years old I had to call for repairs 6 times and the thing never runs longer than 2 weeks until it is out again. My food has ruined 4 times and now they are saying they will not replace the food because we don't have the right paperwork from the 3 different companies, THEY sent out to work on the refrigerator. We gave them eveything they gave us but they say it is still not right so they will not reimburse us. They have replaced every major part of the refrigerator and it still does not work right. According the service center and the manager I requested. There is really nothing they can do for me. Thus, I can and will say that Lowe's does not stand behind the products it sales and the extended warranties they sale at high rates are not worth the paper they are written on. And they answer is yes, If I purchases a car and an extended warranty and it went out in 30 days, I would expect it to be fixed. If it went out 6 times before it was 2 1/2 yrs old and I had an extended warranty with a "lemon" clause, I would expect it replaced. We sale things in this country today that it pure junk. Refrigerators use to run for 30 years, what is the deal? I can tell you this.... I will not spend one more penny with this company and I will tell everyone I come in contact exactly what type of business they are!!!!!!
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Lowe's Policy on Delivering Damaged Appliances
Posted by Jameseadams_16 on 01/02/2013
SOUTH CAROLINA -- I use to work for Lowe's in the delivery department. I was told by local store management not to say anything about a damaged or dented appliance that was to be delivered to a customer. We always inspected appliances for damage before they were loaded on the delivery truck. If the damage was not too obvious, we were told to "sneak" it into the customer's house without them noticing the defect. And if we did not notice the scratch/dent/damage until we arrived at the cutomer's location, then we were not to say anything to the customer about it, even if it was very obvious. There were many instances when we discovered the damage at the cutomer's house after we removed the protective covering on the appliance that was installed by the manufacturer; i.e. plastic covering to protect a range, refrigerator, washer or dryer.

One day Lowe's regional delivery manager visited our store. He said never load a damaged appliance on a truck for delivery to a customer. This is the exact opposite of what our store management team told us.

Customers are always suppose to be #1 in priority. Treating them dishonestly is not the way to do business.

Just my take ...

     
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Posted by trmn8r on 2013-01-02:
This rings true with what customers have said. I don't believe this is confined to Lowes, or for that matter Home Depot. I recall way back in 1976 our family received a dishwasher that was damaged. We got the old run-around, and ended up with a mismatched panel with a slightly different color as a result.

Thanks for passing along the behind-the-scenes look at this practice.
Posted by BigAl on 2013-01-03:
As per the information in your review it is clearly stated that Lowes corporate does not want stores to deliver damaged goods. The Manager of your local store has taken upon himself to violate Lowes policy. Once Lowes is aware of the managers actions I am sure it will be rectified.
Posted by lowes employee on 2013-02-08:
thats becuase lowes managers are under alot of pressure to get their budget,most are underpaid overworked puppets,afraid to say anything,they usually bow down to the area managers and do whatever they are told regardless if they like it or noy
Posted by skpugh on 2013-04-04:
A few years back I had a tub shower unit delivered to be installed in our newly finished out basement. The front of the tub had a big crack in it. It was not brought to my attention by Lowes or the contractor and the wall was in before I noticed it. It makes me disgusted every time I see that gash when I am cleaning. Here I have a nice new bathroom with a gash in the front of the tub. :-( Sad that someone would do that to people.
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Rebate Program
Posted by Joey5 on 01/02/2009
GREENSBURG, PENNSYLVANIA -- After purposely upgrading my purchase of a Whirlpool Dishwasher in order to receive a delivery rebate, I mailed in the proper paperwork. The paperwork was received on 10/4/08 and is in the "Processing Stage". Unfortunately it's been that way for the past 3 months. I emailed to find out the status and was told they would answer in 1 to 2 business days. That was a month ago. I'm afraid I no longer have the desire to shop at Lowe's nor will I recommend them to friends and family members.

I always thought they were a reputable company - guess I was wrong.

     
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Posted by saj80 on 2009-01-02:
Try getting the store manager where the item was purchased to assist you with this.
Posted by madconsumer on 2009-01-02:
is it a lowes rebate or a manufacturer? if it is a manufacturers, then lowes wont have anything to do with it.
Posted by ivehadit on 2009-01-02:
I actually work at Lowes in the appliance dept and not to stick up for Lowes but it is an independent company that processes these rebates. We have had that problem as well with customers and if you raise enough stink they will give you the rebate money back in what they call a paid out. I know your fustrated and who wouldnt be but be nice to the manager and explain your situation and most likely you will get your rebate back for the dishwasher install. Good luck
Posted by Steve Bewley on 2013-07-03:
We're on three months getting a rebate on a dishwasher that was suppose to be here in 6-8 weeks and still no rebate. All I get is excuses. I won't be rushing back to Lowes for anything with a rebate.
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Lowes Damaged My Floor and Won't Pay for Damage in Full
Posted by Georgemoniker on 12/15/2009
CHAPEL HILL, NC -- I recently moved into a brand new home.
I purchased a stove, refrigerator and dishwasher from Lowes in Chapel Hill, NC two months ago. They were slow to get someone out here to look at the damage. A gentleman named Mike Calzaretta finally came by. He was very polite and acknowledged the damage. He tried to repair it, but was unable. He said I would have to file a claim and said I would hear from someone.

It took a while, but I finally got a message from a lady at a company called SRS. Her name was Christa McNear (not sure if this is exactly her last name) and she talked so fast that I could not understand her. I had to listen to the message 7 times before I could get the information.

I immediately faxed a price quote from a flooring company along with an explanation of what happened per Christa's request. I also returned her call and she did not call me back.

Three weeks later, no response. I called Christa again and also faxed the requested information again.

I still did not hear from anybody. I called the store and talked to Mr. Calzaretta. He passed the buck onto SRS, the insurance company.

I left another message for Christa and called and talked to the manager at Lowes. He got me a phone number to reach Christa's manager, a lady named Ann Hewitt. She was very polite and told me that the reason Christa did not return my call was because she was waiting for more information. I told her that it was very annoying that she did not return my call and I deserved a status report on my claim.

Finally, I heard from Christa McNear and she told me that she was waiting to hear from Mike Calzaretta, that the store wanted to talk to them before they paid my claim. She said she was playing phone tag with Mr. Calzaretta and hadn't reached him yet.

When I called Mr. Calzaretta he told me that he had talked to SRS and said there were no messages for him. He passed it on to SRS and claimed that once it was in there hands, he had nothing to do with it.

I finally got a call from Christa. She told me that the delivery people claimed they did not do the damage because it was not on the original paperwork when they delivered the refrigerator. The fact is, we did not notice the damage until after they had left. We weren't even in the kithcen when they installed it. Mr. Calzaretta acknowleded the damage when he was here and it was so obvious that they had caused the damage.

The price quoted me to replace the floor was $925. The insurance company only wants to pay half because it was not acknowledged on the original delivery paper work. So, in addition to paying for the appliances, I now have to pay an additional $462 to have the vinyl floor replaced.

     
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Posted by Anonymous on 2009-12-15:
File a small claim against the store. You can bet they'll get right on the phone and rattle the insurance company's cage.
Posted by thecoolmacdude on 2009-12-15:
Report them to the BBB.
Posted by goduke on 2009-12-15:
Small claims is going to be hard because you'll have to prove that the installers damaged the floor, and you signed a document after the install that had no mention of the damage. While Mr. Calzaretta may have attempted to fix the damage as a customer service gesture, Lowe's is going to say that he was not there during the install, so has no knowledge of whether the installers caused the damage.
Posted by Ytropious on 2009-12-15:
goduke is right, you're going to have a hard time proving they damaged it. Also, isn't that a risk you take when choosing vinyl flooring instead of real tile? We had some vinyl tile at the bottom of our stairs in the house I'm fixing up, and it didn't take long for it to be ruined with all the moving.
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Great Experience With Pricing Issue
Posted by Layinlow4Now on 03/17/2014
JACKSON, MICHIGAN -- My wife and I had a washer and dryer in our shopping cart online. We were researching several units so several days went by before we went back to our shopping cart at Lowes.com. When we went to actually make the purchase the price had gone up significantly.

A quick phone call prompted a message to the local store and with a print out of our original shopping cart they matched the lower price no questions asked.

Overall it was a great experience and great price.
     
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Lousy appliance installation ruined our wood floor
Posted by Neilwake on 02/17/2014
OREM, UTAH -- We purchased a dishwasher from Lowes and had them install it. The guy who did the installation didn't connect the drain properly and our laminate wood floor was flooded on multiple occasions. We didn't notice the problem until my wife saw water seeping from the floor when she stepped on it and we could feel the wood was warping. A call to Lowes got someone out right away to connect the drain properly. They also sent Chris from their floor department to measure and assess the damage. Since that time Lowes has done nothing to help us. They said since the installer was insured his insurance would pay for the damage - it won't, only a portion. Calls to Lowes have been ignored. Chris promised to have the "regional manager" call to discuss the problem with us and we have been waiting for a week for that phone call. Lowes talks good customer service, but when it comes down to it they could care less about their customers. The good news? We live close to Home Depot. They will now be getting the business Lowes didn't care about.
     
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