SPOKANE, WISCONSIN -- Purchased a Maytag washer at Lowe's 9 month ago. It was sitting in the aisle with a sale tag on it. It has been repaired 3 times already. Yesterday it is the transmission (on a 9 month old machine?). Lowe's will not do anything because it was either returned or liquidation. How is the public know this when shopping. I was not told at the time of purchase. Now I am stuck with this machine and manufacturer warranty will be over with soon. I guess I could take it to the dump and buy a different brand and be out the cost, but I thought Lowe's or Maytag should know about this machine. When talking to Lowe's I felt like they just really wanted to tell me (OH WELL! SEE YA).
EDWARDSVILLE, PENNSYLVANIA -- I purchased a refrigerator from Lowe's 5 years ago. It was banged up so I returned it. I got another from Lowe's and it wouldn't cool. I returned it! I purchased a 3rd (all within a weeks) and bought an extended warranty. I got it home (still have it - but not for long). It clanged, banged and made all kinds of strange noises. I called the warranty company and was told flat out that if it was running, they would not come out!!!
It does not have an ice maker, but for months now it has been leaking water on my floor. I've had a repairman out twice and he can't figure out where the water is coming from. It has rusted the cabinet on the floor next to the fridge. I will NEVER purchase another appliance from Lowe's again!!!
HAWTHORNE, CALIFORNIA -- Paid cash 1,741.82 for a frigidaire gallery refrigerator on 11/28/16. Ice maker doesn't work. Lowe's says it's not their problem we had to deal with frigidaire directly. Frigidaire is now coming out a second time for the same problem. I have had way cheaper refrigerators & never had one issue so I did not purchase warranty with Lowe's.
My refrigerator is 3 months old & not only did I need to be home a 4 hour period for delivery now for a second time I need to be here from 8-12 on a Friday. I really feel Lowe's or frigidaire should be giving me a new refrigerator. To me 1,741.82 is a lot of $ for a crappy refrigerator. I will not purchase another thing from Lowe's ever again & I'm redoing the kitchen & master. Stay out of Lowe's.
JOHNSON CITY, TENNESSEE -- Went into Lowe's in Johnson City TN on a Friday night to purchase new washer and dryer. I picked out a set from GE, and the girl rang up a Maytag. It has been installed. so I guess I am stuck with it now. She was too worried about her cell phone and how she looked. I should not have bought these as she didn't seem to know much about anything. I am not happy with the washer and dryer and plus, they were more expensive! Better for her I'm sure. Will not buy anything from them again.
NATIONAL, NORTH CAROLINA -- On 7/11/16 a few days after our country celebrated the Fourth of July we ordered a new refrigerator from your company. It was an Internet sale and the order number was **. The product is a 20.5-cu ft Top-Freezer Refrigerator (White) Item #: 618281 Model #: WRT311FZDW. Cost with tax of 641.37.
The delivery date was to be two weeks later on July 25. A few days prior to that date your company called and told us that they still didn't have the product from their warehouse and that it would be a few more days until they could deliver and they would contact us before arriving with a more accurate delivery date. Another ten days later, on August 4th, without informing us ahead of time, or contacting us in any manner, your delivery truck showed up at our home. We were out of town and wouldn't be back home until two days later. They did leave a note expressing the reason.
When we contacted your customer service department we were told that "The delivery crew then unpacked the refrigerator at our home and found that it was 'damaged'." So they decided to return it to the store. That makes perfect sense, but why in the world a delivery crew would take it upon themselves to uncreate a wooden box on our driveway without contacting us or without our presence.
I truly find this explanation questionable at best. But not to worry, a new one was on order, they just didn't know when it would be available. All this time, the product remained on your internet website as available for immediate pick up at your store in Sylva, NC. But it gets ever more disappointing.
I called Lowe's customer service, asking why this entire issue was becoming such a disaster. It was then that I was informed that the real problem was because Whirlpool had reduced their inventory stock levels due to the economic conditions. Orders were down and sales were slow.
Last week, we were contacted by Darcy, one of your customer service employees representing your Sylva location. She called and informed us that a black refrigerator was available if we wanted that one. We ordered a white one, why would we want a black one!
Today, Darcy again called and told us that our refrigerator would now be delivered on August 30th. "Why so late" we asked, she responded that the reason was because this model was so popular and sales so strong that the factory has a hard time keeping it in stock! She did offer us a $200 discount to cushion the experience and disservice. With all due respect, I know BS when I hear it. (Incidentally, the store website was visited today and it reflects that this item will be available for store pick up or delivery on August 22nd.) Apparently the right hand doesn't know what the left hand is doing.
It becomes even more disappointing. After writing a letter to your executive office, addressed to Ricky Damron we were contacted by a lady whose name is Vallen? She attempted to get us a refrigerator but it was delayed further by product delivery issues. She did call me several times in an attempt to rectify the situation and promised to recontact me by Wednesday, August 24th. I asked about an adjustment at this time, and she stated that we would discuss that AFTER the product was delivered.
On August 26th she sent me an email saying that she could not reach me by telephone and included an incorrect phone number in her email. This after calling me several times on the correct number. She simply had one digit wrong. It might be worthwhile for someone to review our telephone conversation. This took place on the 25th of August at approximately 3:35 eastern standard time. In any event, she then offered a reimbursement of $120.00.
That's when We decided that we are done with Lowe's. I asked her to pick up the refrigerator and credit our account. She promised to call me back on Monday August 29th with a date for our return.
In closing, it's completely understandable why Bloomberg is reporting the disappointment in your latest company earnings report. Such a poor indifferent attitude is reprehensible. We have literally purchased tens of thousands of dollars of product from Lowe's over the years. But will not be doing anything near that in the future.
SARASOTA, ALASKA -- I know most people won't believe this, but it is a true story. We, unfortunately, bought a refrigerator at Lowe's on Fruitville road. The fridge has been nothing but trouble. The latest: unwanted formation of icicles in the freezer. Since the unit is under warranty, a technician, one more time, was sent to look at the problem. 2 solutions were offered to us: remove some trim pieces in the freezer section and, get ready for this, put some caulk instead!!! And, it is not all, and then, use some kind of goo and apply it around the freezer section so the seal will "stick" better. But no worries, the goo is transparent...
Talked to Service Advantage, then a sometimes manager, sometimes assistant manager Brian, The Only Brian in the Fruitville store, who said I should be thankful for caulk and goo. If I was unwilling to have the unit "fixed" like it should be, then I should call the manufacturer.
When ask if he would like to have a new refrigerator with caulk and goo, The Only Brian in the Fruitville store said if it is what it takes, then yes, he would have no problem with that. Same answer form Christine at Service Advantage: I don't see the big deal with caulk and goo. It is obvious, Lowe's DO NOT STAND BEHIND THE PRODUCTS THEY SELL. And the employees, all level: THEY DO NOT CARE. Do yourself a favor, don't shop there...
HENDERSONVILLE, NORTH CAROLINA -- Our Samsung refrigerator stopped cooling over six weeks ago. Despite a Lowes' warranty, it still has not been fixed despite three visits from the repairman, and we have lost hundreds of dollars worth of food. When I first called for warranty service it took five days to get someone to come out and look at it. He ordered parts which came in about two and a half weeks later. When the repairman returned he said the freezer had broken and unplugged the entire refrigerator which had until that time been providing minimal cooling. He ordered parts for the freezer and returned about two and a half weeks later.
When he arrived he said that the company had sent the wrong control panel so he still couldn't fix it. I just called Lowe's and said that I wanted to return the refrigerator because it has been useless for over six weeks and the warranty has been useless. They said I can't return it because parts have been ordered to fix it.
FRANKLIN, NORTH CAROLINA -- I bought a $1,500 stainless steel Whirlpool gas convection range at Lowe's at the end of July. Less than a month later the oven quit working and would only display the message "Fan speed too low, contact service". That was over 2 months ago. Both Lowe's and Whirlpool have been spectacularly incompetent since. Each has blamed the other for the problem. It took a month for them to get a repairman out to our house and then he said he couldn't fix it and walked out, explaining that he would call us in a couple days. That was 3 weeks ago... Never did hear back from him.
I've been to my local Lowe's where the Appliances manager tried to get in touch with the repairman with no success. After weeks like this, the Appliances manager told me that if I hadn't gotten help by today, they would just issue a gift card for my purchase price and I could buy a new one of my choice. You guessed it. When I called the number he gave me to get the gift card, they refused. While they acknowledged on a recorded line that I'd been promised the gift card, they claimed that the Lowe's employee who made that promise was not authorized to do so and they would not help me other than to say that Whirlpool would have to fix it.
MT. PLEASANT, SOUTH CAROLINA -- I will preface this by saying that we did buy the least expensive double oven range at Lowe's, 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 Lowe's to get it serviced (under the one year warranty). A repairman came out, tested it, took it apart, and said we needed a new "motherboard”. 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 Lowe's or the Repair center, and when I called Lowe's 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 Lowe's to see what was up. The lady said that the last Lowe's 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 Lowe's and Whirlpool needed to get me a new one now. He told me to call Lowe's, 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 Lowe's, 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 Lowe's and Whirlpool won't deem it replaceable. Lowe's 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 Lowe's 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 Lowe's 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 Lowe's, 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 Lowe's 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.
DICKSON CITY, PENNSYLVANIA -- On July 4th in the evening our Whirlpool dryer broke - no heat. We purchased the dryer for $673.20 on 10/4/08, model #WED8300SW. Along with the purchase in good faith of them standing behind their product, we additionally purchased a 4 year extended warranty for $99.97.
First thing on July 5th we called the extended warranty department and was initially told they couldn't come out until July 10th. I felt that was a long time to wait - we have a family of 5 doing an average of 2 loads of laundry per day!! They found an appointment for me on July 8th between the hours of 12 & 5. I took the day off of work and the gentleman (Dorsey). I called Mr. Dorsey myself and was told that Lowe's never emailed him the information to service our dryer. He stated that he could come service our dryer on Wednesday the 10th at 2pm. I took another day off of work, Mr. Dorsey never showed again!!! I left him 2 messages with no return call.
I called the extended warranty department and was told that now that it is Wednesday and nearing the end of another week, the soonest they could get someone to come now to service our dryer was on the 18th or 19th of July. I set up the appt for the 18th - was never sent an email confirming this appt yet again!!! I called the manager (Ryan) at our local Lowe's in Dickson City, PA and was told he would see what he could do. He calls me back and states that he called the extended warranty department and that Mr. Dorsey would be calling me to come for service sooner - well of course Mr. Dorsey never called again!!
I then proceeded to call and speak with a supervisor at the warranty department and was told no one was available and would call me back shortly and again I never got that call either!! On July 11th I called the warranty department again and insisted on speaking with the supervisor and after insisting on holding, several minutes later, a supervisor came to the phone and basically said there was nothing they could do more than schedule service.
I insisted on speaking with corporate and was connected with the Customer Care Center and was told that the best thing to do was to file an official complaint and I would be contacted back within 24 hours. Well again that phone call never came!!! I called back on July 12th and got the runaround and again and after being transferred to several people was connected with Sarah. She states she is in the executive department of Lowe's under the President.
Explained my situation to her and she told me she would investigate and call me back. When she called me back, she basically said the best option she could do was to have Lowe's come pick up our dryer on the 14th and service would be done at Lowe's on the 17th and they would return to us.
I expressed that I have lost 2 days of work up to this point due to the no shows of Mr. Dorsey in addition to the time away from my family and the extra money I had to pay to take my clothes to the laundry mat to have them dried!!! In total I have lost around $450 due to loss time at work and laundry expenses!! She basically told me that they do not compensate for lost work time. I requested them giving us a new dryer and was told that wasn't going to happen. Her words were "You are not getting a new dryer"; that we didn't qualify for one under the terms of the warranty.
We were sickened by the thought of a large company of this manner allowing their company to make numerous errors with hiring incompetent contractors for their service work and allowing their upper management to just ignore phone calls of their customers. I then sent an email to the president expressing my concerns on the 14th of July and on July 15th. Of course I had the pleasure of speaking with Sarah again. I told her that since I lost 2 days of pay due to the contractor not showing up - not my fault - I was at my home waiting for service that we wanted to be compensated with a refund on our warranty or a gift card to the store and was rudely denied!!