Lowe's Appliances

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Horrible Experience
Posted by on
Rating: 1/51
BASTROP, TEXAS -- Let me tell you a story...a man and his girl decided to purchase a home and start a life together. The home needed some work and they decided to go to Lowes Home Improvement to select new appliances and purchase flooring to renovate their new abode. It was Memorial Day weekend and they went into the Lowe store in Bastrop Tx and look at appliances. They were met by floor associate named Bruce. Little did they know that this was the start of a frustrating trek that would not seem to end.

The couple was looking for some select items, a refrigerator, a dishwasher, a washing machine and a microwave. They started looking at all the different brands and types with a certain sense of excitement, realizing that their dream of being together was finally starting to come to fruition. The floor associate, Bruce, was a fast talker and was running them around in circles. Whenever they found an appliance that they fancied, he would give them the "let me check on that" and the "let me check on this" treatment. It almost seemed as if the couple was at a used car lot, not in the appliance section of a major home improvement retailer. They picked out the microwave, which was in stock, and the washing machine, which was also available. They then started looking at the dishwashers. There were some features that the couple were looking for...stainless steel with a deep top rack and moderately priced. The couple looked at many and finally found one that they thought they wanted. It was on clearance. Bruce looked it up and found that there was not one in stock and that since it was on clearance there were going to be no more available. He then started working his magic.

With the confidence of a seasoned salesman and the prowess of a flim-flam artist, he proceeded to offer the couple what he called "the new model" that was taking the place of the clearance model they chose, but give it to them at the clearance price. The couple thought that they were getting a deal so they capitulated, and agreed with the offer and the dishwasher was chosen. Now it was time to choose a refrigerator and the appliance shopping would be complete.

The couple then went to the refrigerator section and started perusing the different models, opening the doors, looking at the features and discussing amongst themselves the options that they desired. They found one that really caught their eye. It had everything they wanted; a side by side stainless steel model with an indoor icemaker and the led lighting that was easy on the eyes when it was opened. Bruce told them he would check on that model. He returned and informed the couple that they did not have that particular model in stock, but it could be obtained in 7-10 days and they would deliver it to the couple's home once they got it. The couple debated for a bit because they really wanted the fridge that day, as they were without one and living out of a cooler is not the greatest of experiences. After much discussion they decided that they could wait and agreed to purchase the refrigerator. After the appliance shopping was done, Bruce took the lady up front to start an account with Lowes, so that all the appliances could be purchased that night.

An account was opened and the couple was really excited, as they could then go to the flooring section and get the items they needed to rid their place of the old carpet that covered the floors when they purchased it.

The couple decided that they wanted to go ahead and take the appliances home from the store that night and not take advantage of the free delivery and installation offered by the store. This was met with a certain air of displeasure by the floor associate and he seemed to have a tone in his voice of one that thought the couple was crazy for taking this route. There was a reason for the decision however, the house was not ready for the appliances to be installed and the couple did not want to have to take time off of work later in the week to be at the house to wait for the delivery. They did however agree to have the refrigerator delivered as it was not available at the time of the sale.

The couple then went to the flooring department and purchased numerous items including porcelain tile and laminate flooring for their home. All in all the couple spent over $4000 in the store that evening. They were told by Bruce that he was going to round up the appliances while they were in the flooring department and they would be ready to load when the couple had completed their shopping.
Upon checkout it was noticed that the dishwasher was not priced on the invoice correctly. The lady asked Bruce about the price, reminding him of what he told the couple earlier about selling the dishwasher at the clearance price. Bruce began his fast talking again, saying that was the clearance price, making the couple feel like they had been mistaken. The man leaned over to the lady and told her to just let it go, as he was ready to get out of the store they had been camped out in for going on three hours. The lady agreed and it was dropped.

When the checkout was complete Bruce then proceeded to tell the couple he needed 45 minutes to gather all the items in the purchase. He had previously told him that he was getting the appliances together while they were in flooring, so the couple thought that it was rather inconvenient that he had not done so yet. Therefore, on top of the three hours they were in the store, they had to wait another 45 minutes for the items to be ready to load.

Then the real issues began to rear their ugly heads...

After 7 days the lady called the store and inquired about the refrigerator, wanting to know if it had arrived. She was told by the floor associate that answered the phone in the appliance department that he was not sure, but he would check on it and call her back. A day passed and no return call so the lady called again. She was put in touch with Bruce who proceeded to tell her that the item had been put on backorder and would not arrive until June the 13th at the earliest, the 18th at the latest. This frustrated the lady as there was nothing ever mentioned about the fridge being placed on back order beforehand. The man began to install the dishwasher they purchased, after the appliance was completely installed he opened the dishwasher door to remove the packing material from the inside, when he opened the door he noticed that the one feature they were desiring, the deep top rack was not on this model. He also discovered that the hoses and items needed to install the dishwasher and the washing machine were not included and he had to go purchase them They told each other about the details they had just discovered and were both disappointed.

The man then sent feedback to Lowe’s via their website about the refrigerator, the hoses and the general feeling of displeasure the couple had been starting to feel about their experience at the store. He received a call from a manager at the Lowes store by the name of Jacob the next day. The man was very pleasant as he understood that these kind of things happen. He explained the situation with the hoses and such and the fact that they were never informed that the fridge could be put on backorder. He also relayed his disappointment that the floor associate Bruce never offered to try to find the item at another store. The manager gave the excuse that Bruce was new and that companies quit including hoses with appliances last year. The man asked why then is it free if Lowes came out and installed the appliances. If anything the installing materials should be free to self- installers simply because it is saving Lowes a trip and the labor. The manager then offered to pay cash for the hoses and offered to sell the floor model at another 10% discount, but he would not sell it to the couple until they came back into take a look at it as he would not sell it without them seeing it. The man discussed this option with his significant other and they decided that they would rather wait the extra days and get a new one than accept another paltry $100 off an item that had been on the floor and its history unknown.

The next weekend, the lady received a call from Bruce; he stated that the refrigerator was now on back order until the end of the month. This really upset the couple. Bruce had explained to the couple that the item is a popular one and they are not easy to come by and that the factory has placed them on backorder due to demand. Bruce then proceeded to tell the lady that they were going to look and see if they could find a comparable model to offer to the couple to replace the one that they could not get. He stated he would call her back with the details. After the lady got off the phone with Bruce the couple discussed further, at first they wanted to see what was going to be offered but as they talked they realized that they really wanted the one they chose in the first place. They decided at that time that may be they should just have the item removed from their account and they would look for the fridge elsewhere. A couple of hours had passed and the couple became increasingly impatient, as this was not the first time someone from that store told them that they would get a return call, in the prior instances they did not receive one. They decided to call the store back.

They lady that answered the phone stated that Bruce had cut his hand real bad and was at the hospital. After a little while longer another call was placed to Lowes, Bruce was there and he stated that he had to get his hand stitched up, as if he was attempting to gain some sympathy because he was on the hot seat. He then proceeded to offer the couple a different brand fridge with comparable features. However the features were not even near comparable. It was not a side by side, it the freezer below and it did not have the led lighting. To add insult to injury, Bruce stated that the fridge was $2200 but they would sell it at cost at the tune of $1600. The model the couple picked out was an $1100 fridge. The couple was actually expected to pay approximately $500 more for the stores screw up and for a fridge they did not pick out. The couple refused and asked Bruce to just take the item off of their account. Bruce tried to con them out of that choice but the couple’s mind was made up. He then relented and told the lady that he would remove it from their account.

The couple then got in their truck and began to search for the refrigerator they wanted. They went to a Best Buy within walking distance of the Lowes store from hell and found the same exact refrigerator on display in the store. They inquired on its availability and found that they had TWO of them in stock. The couple purchased one, had it loaded and proceeded to take it home. So much for hard to get! They paraded in front of Lowes with the item in the back of their truck as if they had just won a gold medal and were taking a victory lap around the arena. Oh the victory was sweet!

A couple of days later the lady checked her account at Lowes online. She discovered that the refrigerator was still on the account. Once again Bruce had come through with his total disregard for doing what he said he was going to do. The lady decided that she needed to just go up there in person and have it taken off. She went up to the store and approached the return desk. She then explained to the associate at the return desk the reason for her visit. The associate paged a manager-Jacob to be precise. Jacob called to the return desk, it was explained to him what was going on and he proceeded to ask the lady why she wanted it taken off. He actually had the gall to ask that question. The lady explained to him and the refrigerator was removed. The manager never even bothered to come up front and talk to the lady in person. His courage, or lack thereof, would not allow him to do so. As a result the protection plan that was purchased was not amended as nobody knew how to do it and Jacob could not bring himself to come up front and show anybody how. The lady then had to call somebody else to get that fixed.

The message of this story? Lowes does not care about customer satisfaction, they do not conduct their business in an open, honest manner, their floor associates (some, not all) are not trained properly and the bottom line is bringing in the money. It seems like they are cut from the same cloth as Wal-Mart. Stay away from Lowes at all costs, they do not deserve your money!
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Comfortably_Numb on 06/13/2012:
whew! for a second I was afraid it was going to take me 3 hours to get to the end. I must say you captured lowes lack of "service" exceptionally well.
danie1442 on 06/13/2012:
Wow, that was a lot. I have never had a bad experience with Lowes therefore I am shocked. I would like to say that I think the dishwasher thing sounds like something you should have looked into before you left. I could be wrong but it seems you may have been tired and you didn't look at the exact model fast talking Bruce was trying to dump on you and you got one you didn't want.

The same goes for the price of it. I think in the 45 minutes you may have had time to walk back to look at the price. I know all of this is hindsight and that in the moment, these things just don't pop into the mind.

A word for the future, look at items online before you go into a store. Research them and check reviews. Pinpoint the exact item and a backup that you want before going in to look at them. I always say go look at the items before purchasing something that large. However, I know salespeople are there to sale me stuff. I only want what I need so I do my homework before. Even if that means telling them you're just looking and you don't need help, leaving and coming back when you're ready to buy.

Also, look online because Lowes and Home Depot run a lot of deals online if you order it there. You can get them delivered to the store at no cost and sometimes they have free shipping.

I hope you get a refrigerator later.
jktshff1 on 06/13/2012:
Is this a story ie second hand or were you a participating member?
trmn8r on 06/13/2012:
The references to "the lady" "the couple" and "the man" I found very confusing. Did this happen to you?

I found danie1442's comments very helpful. I try to pick out models online, and then go look at them in person to make my decision.

I hope eventually everything works out for the couple in the story.
Kahula35 on 06/14/2012:
I know very few chain retailers where an instore associate or even a manager can really make a difference in a back order. The store associates are at the mercy of the corporate buyers. Just because Best Buy has the item in stock does not mean Lowes utilizes the same supply chain.

I despised selling out of stock items because if a backorder occurred I was at the mercy of my corporate buyers to tackle the problem. There was literally no one I could call to expedite the problem. I can feel for the employees.
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False Appliance Sale at Lowes
Posted by on
Rating: 1/51
FRISCO, TEXAS -- So this one time I took someone advice and decided to buy my appliance from Lowes big mistake. I ordered online, confirmation came that can pickup my order from store tomorrow. Drove 40 miles to pickup, they were like oh that was a mistake, that item is our floor model, we can't give it to you and we don't have one. "Do you want your money back" she said!!! So I lost $65.00 service call fee from the plumber no appliance. I called their lot line guy names Codie said ill get someone to call you. Then this guy name Dan [delete], called once 9:54pm and left a message. Called 5 times since then never replied my call. (This is at Frisco Texas store) spoke to other manager name Krystal or christen she also handed me around. Long story I should have stayed with Home Depot. Lowes you are a mistake and waist of time. Soon you will be the next Blockbuster. If you go on their web site still same order will go through the same way. They don't even care to fix it. I'll share my story with as many people as I can to save them from from loosing time and money.
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Lowes Customer Service - They Don't Care About You
Posted by on
Rating: 1/51
MT. PLEASANT, SOUTH CAROLINA -- I will preface this by saying that we did buy the least expensive double oven range at Lowes, but the salesman did say that it was pretty good, especially for the money.

I bought this double range in January b/c my wife and I wanted the convenience of having two ovens....to cook two things at once, or to use a much smaller oven that heats up quickly for one small thing. We LOVED it when we first got it b/c of this feature, so we were happy we got it.

Then, in late April, the top oven went out. A few days later, part of the bottom one went out, and some of the buttons on the main board weren't working very well. So, in mid-May I made the call to Lowes to get it serviced (under the one year warranty). A repair man came out, tested it, took it apart, and said we needed a new "mother" board. The main board in the range. They would have to put an order in for that part, and it may take a week or two to get.

Four weeks later he got the part from Whirlpool, came to my house, put it in, and not only did it not fix the problem, it caused it to keep the oven lights on all the time....so we had to keep the circuit breaker off or else all the oven lights would be on all the time.

So, he said they needed to order another Circuit board b/c Whirlpool requires that one of their appliances needs to be maintenance at least 2-3 times before it can be deemed replaceable. So, the technician said he would put a Rush on the part this time, and it shouldn’t take more than a week to get it in.

Well, two weeks later I never heard back from Lowes or the Repair center, and when I called Lowes they said they would put a Rush (2 day shipping) on the part from Whirlpool.

4 or 5 days later I never heard back from anyone again, so I called Lowes to see what was up. The lady said that the last Lowes Representative never "activated" the request, but that she would have her manager do it right away. Too little too late in my eyes, as we have now been without a working Oven for over 6 weeks.

So, 5 days later (even though it was supposed to be 2-day shipping), the technician finally got the part in, and came out to my house the next day (today, as I write this). Well, surprise surprise, the part didn't work again. The Technician deemed the Range non-fixable, and that Lowes and Whirlpool needed to get me a new one now. He told me to call Lowes, tell them it needed to be replaced, and give them his contact name and number if they needed to verify that it wasn't fixable. So....he left.

I just got off the phone with Lowes, and they told me that the Service man was supposed to call Whirlpool from inside my home, to verify that it wasn’t working again, and that would start the process of me getting a new range. Well, he didn't call Whirlpool, so for some reason Lowes and Whirlpool won't deem it replaceable. Lowes will have to have someone contact Whirlpool and the service man to get all the information and deem it replaceable. They said that could take a few days before I hear anything back from them. So yet, another delay.

The Lowes representative couldn't tell me how long it will take to get a new Range. It obviously won't be within the next week since Lowes has to do this "investigation”. Therefore it will be a MINIMUM of 2 months from when I put in the initial call before I get a new range.

Long story short, do NOT buy a Whirlpool product. We bought a Whirlpool Fridge, oven, microwave, and dishwasher, and aren't terribly happy with any of them, but this whole ordeal with the Range is unacceptable.

As for Lowes, all their Reps were nice to me over the phone, and tried to be helpful, but they (as a company) didn't do much at all to help me out in a timely manner. Especially this last ordeal today. I'm sure it could be just as painful of a process with another retailer, but I would seriously consider purchasing an appliance from a smaller retailer in town. They would probably do more to help to keep and retain the business. The Lowes Reps had no sense of care or urgency.

I apologize for the long Review, but if it can help one person decide on what to buy, I am glad I did.
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S. Morton on 08/01/2013:
Thank you and I am sorry you are having such a bad time. We, I guess, were more fortunate because we did not buy our new dishwasher from Lowe's. The sales person acted like we were wasting his time and kept looking at his phone and adding more and more on, such as you'll need this, okay, then we have to add an additional 2.00 per mile for every mile you are outside our 20 mile installation area and that does not include the base price of 110.00. Very rude asking question, etc. Then he said, "do you want it or not?". Not. Thanks for your time, bud and we went to Sears and are happy. This was in Hermitage, PA by the way.
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Do Not Buy Appliances At Lowe's
Posted by on
Rating: 1/51
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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Obsfucation on 05/03/2013:
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?
FoDaddy19 on 05/03/2013:
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 usually 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.
ok4now on 05/04/2013:
If you purchased all of these new appliances from Home Depot would it also be their fault? Your fight is with Whirlpool.
trmn8r on 05/04/2013:
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.
Carolyn Lanier on 05/04/2013:
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.
SummerH on 05/13/2013:
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.
Chris on 05/28/2013:
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.
Joe on 06/05/2013:
Problem is with Whirlpool, not with Lowe's.. Come on people!
Lori on 06/07/2013:
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.
Glen on 06/07/2013:
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.
William on 06/08/2013:
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.
maicokid on 06/11/2013:
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.
Moira on 03/09/2014:
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.
Jennifer on 04/16/2014:
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!!!
Kay Lynn Beal on 09/13/2014:
And so starts my nightmare. Purchased a new range on 8-31-14. Accepted credit card offer to offset paying cash as funds were tight and old stove wasn't working. Stove was back ordered and set for delivery on 9-13-14. I had looked at stoves for a while and wanted a 4 burner electric (non glass stop) stove. Because I back wedding cakes it had to have an oven with a flat rack to fit my largest cake pan. There were a total of two. I went with the one that was a convection oven. It is now 4pm on the 13 and no stove. Called the store, the operator acted like she sure didn't want to be answering any phones. Told me I wasn't on the list for delivery and put me through to appliances. My sales person explained that the stove had been recalled to be upgraded to a high energy star rating and would probably be available in 3-4 weeks. Right in the middle of my busy cake season. He explained I could come in and look at another stove and they were still 10% off. I asked him if they grew more stoves since there were limited electric burners stoves when I was there two weeks ago and nothing in the same price range. He advised I could call around to other Lowes stores. Not happy.
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Garbage Service
Posted by on
In June of 2010 my wife and I bought a washer and dryer from Lowes. In January of 2011 the washing machine started leaking water from the bottom onto the floor. I went to Lowes to see about getting the leak fixed and was given the 1 800 number to the service provider. I called Lowes 1 800 number and got someone to come and "fix" the washer.

Upon arrival I told the repair man when the washer was leaking, and that it was towards the end of the cycle. Ultimately the repair man did not stick around long enough to see if what I was saying was true or not. I was told by this repair man that he had needed to get out to my house to clear the ticket. He also told me that if it started leaking to call him and he would come right back. Sure enough about 15 minutes after he left it started leaking just as I said it would. I called him back and he told me that he was already at another job and he would call another one of his guys. No luck. After he had called me back he told me that if I had anymore problems with the washer to call back "tomorrow" and he would see if he could get back out there and fix it. Well guess what it started leaking just like always and I called him that next day. I was told this time that I needed to call the 1 800 # back and make another ticket.

I made another call and waited for someone to call me. After about a month I called and talked to a supervisor thinking that this might get me somewhere. However I told the supervisor that this time the repair man was on my time that I had already taken time away from work for someone to come and fix my washer and they did not bother sticking around to see where the leak was coming from. The supervisor said no problem that they would work around my schedule. Wrong I was called at about 12 noon and was asked to be at my house within 30 minutes. I told them I couldn't because I was at work. So I called the 800# again to explain what had happened. I was told that they were sorry and please bear with them and try again.

well Here we are in March and on March 2nd we tried a third time. I told the supervisor that I am going on vacation for a week that this should give them ample time to get someone on my schedule so they can be there when I am at home. On March 22nd a repair man calls and says that his truck is broke down and cannot be at the house until April 2nd. I called the 800# back again this time fed up and requested a replacement. This time the supervisor seem to keep in touch with me as to what was going on with the replacement.

Finally she calls back and tells me that Whirlpool will not replace the washer until someone has had the chance to fix it. Now I am back to square one. Someone called today April 4, 2011 and asked me to be at my house in 30 minutes so they could fix the washer. I had no warning on this one. I had no idea that someone would be calling today to fix the washer.

So whatever you do, do not buy anything from Lowes and expect it to get repaired. It won't happen.
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dan gordon on 04/04/2011:
Lowes sells a product, they are not the people dispatching your repair team. To blame them is wrong. You bought a lemon of a machine and the mfctr is giving you the runaround. You should be calling Whirlpool and asking for a different repair firm.
Ytropious on 04/04/2011:
Agreed. Unless you bought an extended warranty or something.
localgod on 04/04/2011:
Good call Dan, Lowe's is the retailer (a sales portal). Their responsibility ends when you sign to take delivery. No returns, no refunds. If you have a problem, you contact the manufacturer for repair. If you have an extended warranty or protection plan, you contact the underwriter for repair. They usually will not agree to replace until the unit has been repaired 3 times for the same problem (I.e.; Lemon Law). The repair centers are usually difficult to deal with because they will take pay-for-service repairs before warranty repairs (which have little to no parts markup).
HonestForSure on 04/04/2011:
While Lowes doesn't have techs; whoever the corporate support referred you to dropped the ball in a major way and appeared to be either negligent or incompetent. Contact the Store Mgr for some kind of accommodation. While Whirlpool may have referred you to a different repair company; I don't know why you should be blamed by others. BTW - any extended service contract is wholly irrelevant here as it begins in year 2. Also, an extended warranty "no lemon" policy takes effect only in the extended warranty period and is for the same defects; a useless provision. Again, contact the Store Manager if no satisfaction - ask for the phone # of the District Manager - you are in the right. They'll get it right eventually.
Venice09 on 04/04/2011:
This is the ultimate runaround. I agree with Honest. Lowe's is partly responsible here. You purchased the washer from them, and they provided you with the number for service. They aren't completely off the hook after delivery.

Honest, I had my washing machine replaced under the lemon law of a Sears extended warranty, but the repairs all had to be different. Of course, they tried their best not to honor the warranty, but I just wouldn't give up. After a year of arguing, they finally gave in.
getoverit on 04/04/2011:
I'm with Dan, Ytrop, and localgod on this one. This was six months or so after delivery of the washer. If there was a problem, I would have called the manufacturer, unless there was an extended warranty in place.

I feel like things just got more complicated by getting Lowe's involved.
Venice09 on 04/04/2011:
I have never contacted a manufacturer directly and have always dealt with the retailer. I've never purchased an appliance from Lowe's, but if they are going to give out a service number, they should stand by it.
localgod on 04/05/2011:
Honest and Venice, you are off base. I am a store manager for a big box retailer and I guarantee you, calls to the store and requests for a District Manager will not help the situation. We will inform you of the manufacturers warranty and will provide you with their contact numbers, that is the limit of our responsibility. No returns, no refunds, it is clearly spelled out on the customer agreement.
If you feel compelled to contact our District Manager or our Customer Service line, the information will be forwarded to the store, and we will inform you to contact the manufacturer as we (the retailer) will not stand behind defaults in their manufacturing process.
If your defaults are covered by an extended warranty, contact the warranty underwriter; we do not handle warranties of any kind at the store level. Do not blame the retailer for the manufacturer's shortcomings.
localgod on 04/05/2011:
BTW - Honest, new ESP or EPP's start from day one and allow the consumer to deal with the repair/replace underwriter from day one instead of dealing with the manufacturer. This could be a great thing, depending on the (cough-cough) manufacturer.
Venice09 on 04/05/2011:
I'm just relaying my experiences, local. I have never had to contact a manufacturer. Most of my appliances have been from Sears, and regardless of brand, that is always who I called. I also bought an appliance from a local store, and I contacted them when I needed a service call. So I guess it depends on the store.
localgod on 04/07/2011:
Venice, maybe Sears has a different system regarding warranty repairs than other manufacturers. As customer friendly as the rest of the retailers try to be with respect to the manufacturers warranty, a manufacturers warranty belongs to the manufacturer and not the retailer. I am wondering if you purchased Kenmore items that are produced under the Sears family name, in which case the store has a vested responsibility to the product. Otherwise Maytag/Whirlpool and Lowe's do not have the same relationship. However, this is some nice mind candy for consumers to chew on. Many thanks for your input.
Venice09 on 04/07/2011:
Local, I have always said on here that the retailers are stuck between the manufacturers and the customers. Considering the frequent failure rate of appliances, I don't think the retailer should have to bear the entire burden or responsibility. I always figured that retailers have some sort of agreement with the manufacturers where they provide service to the customers as a convenience or accommodation and then get reimbursed. I don't know how it actually works, but that has been my impression based on my experiences.

I bought my stove from a local appliance store. When it needed to be serviced under the original warranty, I called the store and they sent their own tech to fix it. I assumed the retailer was reimbursed by the manufacturer for the parts and labor.

Sears serviced my Maytag washer. Again, I just assumed they had some kind of arrangement with Maytag.

I haven't called for service in a long time, and I have never purchased an appliance from Lowe's. Things might work differently now, which wouldn't surprise me considering the amount of breakdowns I read about on this site alone. Retailers might not want to get involved anymore and instead leave service calls solely up to the manufacturers or warranty providers.
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Lowes Damaged My Floor and Won't Pay for Damage in Full
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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 awhile, 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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Anonymous on 12/15/2009:
File a small claim against the store. You can bet they'll get right on the phone and rattle the insurance company's cage.
thecoolmacdude on 12/15/2009:
Report them to the BBB.
goduke on 12/15/2009:
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.
Ytropious on 12/15/2009:
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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Lowes Home Improvement Store Refuses Manufacturer's Request
Posted by on
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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ConsumerAffairs on 04/27/2008:
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.
Anonymous on 04/28/2008:
ConsumerAffairs, thanks for the info! Pretty amazing. Glad I didn't push their 'installation' program when I worked there.
WWYD on 11/27/2008:

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?
Janet H. on 06/05/2013:
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 used 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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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Customer Service and Delivery EVER!!!
Posted by on
Rating: 1/51
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 Lowes 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 Lowes 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 with out 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 with out telling me. I asked the driver were 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.
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Whirlpool Cabrio Is a Horrible Excuse of a Washing Machine - Thankfully Lowe's Took It Back
Posted by on
Rating: 5/51
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!
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andbran on 12/15/2013:
get a regular top loader. it is not as fancy but cleans your clothes better
Paul on 12/15/2013:
I would Echo andbran - a top loader gets the job done. They don't look fancy, but getting clothed clean is job #1.
ok4now on 12/17/2013:
The Whirlpool Cabrio is very problematic and has horrible reviews. Whirlpool is aware of this but they continue to sell it without fixing it. You're extremely lucky that Lowe's took it back.
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StarStarEmpty StarEmpty StarEmpty Star
Rebate Denied, Then Miraculously Approved 4 Weeks Later!
Posted by on
Rating: 2/51
FORT MILL, SOUTH CAROLINA -- I will start by saying I love Lowe's and normally do not ever shop anywhere else for my home repair needs. This experience, however, has left a sour taste in my mouth.

We purchased a washer/dryer set on 8/18 under the promotion that if you spend X amount of dollars, you'll get a rebate of X amount. I submitted the rebate info online on 8/20. It says it takes 4-6 weeks to get the rebate, so we've been patient.

Today, 9/13, I get a note from Lowe's saying I didn't purchase qualifying items? I called the number, they told me I had to have receipt info (well, sorry, I didn't keep it) so I had to call the local store and get them to look up info, but, they told me I could look it up myself online...grr... if the original number I had called would've told me I could do that I would have... so I do look it up myself, call back the first number, this new lady has a deep accent... I give her the item # for the washing machine and she tells me "okay I have the dishwasher pulled up" - I was like, no, WASHING MACHINE. She said, "oh, I'm sorry..." She proceeds to pull it up correctly.

Then I give her the item # for the dryer "okay, I have the washing machine pulled up." No, you mean dryer? "Oh, well it is wrong in our system but it doesn't matter." All I know is, I better get my rebate! Then she says it's a $50 rebate. I said, no, it should be way more than that, the washer/dryer were close to $1300! She said "Oh, I'm sorry, my accounting mistake, it is actually $120." Now we have to wait another 4-6 weeks for our $120 rebate that should have been here already. Normally I wouldn't mind waiting, but we have been holding off painting the nursery for the first child I'm carrying because we are broke now after the washer/dryer purchase... and now we're going to have to wait 4-6 more weeks to get started.

I'm less than thrilled with Lowe's lackluster performance in this scenario. It makes me wonder if perhaps others aren't experiencing the same thing, and Lowe's needed to "push off" the rebates for a while and faked the letter, or perhaps their system had a glitch that showed them all as invalid. Whatever the case, I hate to say, in the future I will think twice before purchasing anything that falls under a rebate with Lowe's.
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cmthru on 09/14/2013:
Watch your mail carefully. Many rebate checks are in the form of a postcard that looks too much like junk mail. You could toss it without realizing it.

Personally I avoid buying anything that involves a rebate. Too much hassle.
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