WAKE FOREST, NORTH CAROLINA -- On 12-7-13, we walked into Lowe's with the measurements for our current over-the-range microwave oven; we even had the original user manual so there would be no problems buying a new one that would fit. The salesman assured us that the new one that we had selected would fit. Two weeks later the installer arrived and could not get the new one to fit because it was an inch too tall. We have a stone backsplash and the bracket for support requires that the microwave be no more than 15.5" high. The new one was 16.5" high. We thought that we could call Lowe's and just get them to send one that would fit. Turns out, they don't sell one that will fit except for a $1,000 model!
We had to urgently call the installer to come back and put our old microwave back and hope that we could pay someone to fix it. The installer brought our microwave back; it had obviously been thrown into the back of his truck because the key pad was now broken and the hood vent was also now broken. I went to Lowe's today and told them what happened and the only thing they cared about was "Where is the new microwave?" I told them I had no idea where it was and asked them what they were going to do to fix the problem.
They said that I could contact two companies to see about fixing it (never mentioning making any restitution for busting up my microwave) and that they would give us a full credit back after they are able to locate the original microwave. They also said that it wasn't the salesman's fault because he could not have known that we have a backsplash! Seriously, they said that.
Am I the only one in America with a backsplash? I told them that it was the salesperson's fault; we had the measurements and he should have paid attention to them. The fact that a home improvement store does not train its appliance salespeople to pay attention to MEASUREMENTS speaks volumes about this company.
HONOLULU, HAWAII -- Well let's start from scratch. I ordered a new washer and dryer on 08/19/13 and was promised the delivery date of 08/24/13 AM before noon. The delivery made as promised and the first load of washing was a big problem with a grinding noise and the washer seemed to want to leave the washing room during the spin cycle due to it was unbalanced.
I called Lowe's in Honolulu "The one on 411 Pacific Street" and after talking to many lyres and uninformed employees I finally talked to the Manager in charge and asked if the installation crew could return to inspect the washer. Yes; and after 4 hours they arrived and took one look at the washer and claimed it a manufacturer defect. The washer was quickly removed and my promise was I would have a new one the next day. They will call me by 7 or 8 AM to let me know the time of arrival. Called at 9 AM and they claimed it's on the truck ready for delivery with no promise of a delivery time, "Can't find the record", so, it must be on the truck was the reply.
12 PM called for the Manager and was forced to leave a message with the receptionist for the Manager to call me. 1500 still no response and called again for the Manager - This time I got through and the Manager said he would call back. OK; Now we're wondering if the washer was ever on the truck and the Manager called to confirm the washer was still sitting on the loading dock and someone is tasked to deliver it now. The truck arrives with the brand new "good" washer with the wiz bang crew hurry to connect it up and with all new water lines and hoses. All is fine until my wife finds out the cold and hot water lines were backwards after washing some delicate fabrics.
What a messed up store. First they bring a bad washer and don't test the washer prior to walking away and with the good washer they reverse the RED and BLUE. This store is on my most unwanted list of places to shop now. Lowe's name has been forever damaged for me due to the above and I'll do business elsewhere in Honolulu. Wasted two of my days and I lost track of how many phone calls to what I would consider ignorant staff. I do feel sorry for the manager due to nothing really happened until I talked directly with him.
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!!!
We bought a Samsung dryer two years ago and it broke down (does not heat up). We bought 4 years extended warranty so we called Lowe's. They schedule a tech. We had to wait a few days until he came. He came and said he has to order a part. So we waited another week and he came and changed the part. He left and the dryer worked for a day and it broke down again. Had to call Lowe's again and wait another few days for the service guy to come. He came and said he needs another part. So we had to wait another week. Then he came and changed another part and said this time it should work. So I washed a load and put it in the dryer.
After 20 minutes the dryer still is cold. So called Lowe's service center again and a woman called Leslie said she was going to send a different technician on Thursday (which was yesterday). But nobody showed up yesterday. So I just called the service center this morning and they said they don't have a record of Leslie scheduling anything! So I had talked to a ghost at Lowe's! Now we are out of a dryer for more than a month! So I asked to talk to a supervisor named Perry.
Perry firmly gave me two option: 1) We have to wait at least 3 days until he talks to the service guy. 2) We have to wait at least 3 days (today is Friday) until his supervisor can call us the earliest 3 days later on Monday. In the meantime, we are still without a functioning dryer. And Perry insists that he was offering us solutions (that is keep letting us to wait). I can't believe it.
What kind of employees Lowe's are hiring? This is really low and beyond belief. They have no consideration for customers' concern and need and all they are doing is to lie and stall. I feel sorry that Lowe's have such incompetent and uncaring employees on their payroll. And I am mad that we still have no dryer after all this waiting. I wish the CEO of Lowe's can read this complaint and do something about it.
ST PAUL, MINNESOTA -- I bought a Bosch washing machine in April, 2011 from Lowe's. By May the error E27 showed up and the door wouldn't open. It took over a week for a service person to arrive to open the door (even though wet clothes were inside). The repair person said a wire in the door lock was loose, he moved it around and the E27 error light disappeared. He said, Call again if you need to."
Of course, the door locked up again (with wet clothes inside) a month ago. The machine is still under warranty. I have had 4 additional service calls scheduled (2 were no shows -- Eden Prairie Appliances called and said they were not scheduled, even though I had a previous phone call confirming the time and date). For the second no-show, A&E Factory Services did not call and did not show up. Upon the 5th scheduled visit, the repair person said the part ordered (at service call number three) was not the part needed and he ordered another part. The next service call is schedule 11 days from today.
I have been having to pay to do laundry for over a month and I have been unavailable for work during these many scheduled times. I called Lowe's service at 1-888-775-6939 and was transferred to a supervisor. She told me Lowe's could send a gift card for $20.00. I declined.
Previously, I called the store manager. He told me that he would forward my complaint about poor service to company headquarters, who contracts with company's to-do repairs and that he would cc me on the email. No copy of his email arrived. Although, someone from Lowe's did call and say they would accept my complaint. "I'm sorry" appears to mean nothing to Lowe's staff or their contractor's staff. I am still without a functioning washing machine. Still missing work for needless appointments. Still paying to wash my clothes at a vendor.
CLARKSVILLE, INDIANA -- On New Year's Day 2011 I bought a Whirlpool Gold French Door refrigerator from Lowe's in Clarksville IN. They did not have a black one in stock. I was told their distribution center 50 miles away had several in stock and could ship it in a matter of a couple days. We were without a fridge and the salesperson knew it. This was a Saturday and we were told we would receive the fridge Wednesday at the earliest but no later than Thursday. On Wednesday morning I called asking if we were getting the new fridge Wednesday or Thursday. The guy that schedules delivery said neither.
I was told it had not yet been scheduled from the DC and we would PROBABLY get it Friday or Saturday. I told him that was unacceptable and I would not have even bought it there had I known it would not be delivered by Thursday. I talked to the delivery scheduler, appliance salesperson and asst store manager. All said there was nothing they could do about it, that's just the way it is. I asked the manager to call the DC and get my fridge on the next truck out. She said she couldn't, their system just doesn't allow it. I got a full refund and went to a local appliance store.
I bought a larger fridge for $50 less than Lowe's sale price. It was delivered the next morning. DO NOT buy any appliance from Lowe's UNLESS it is in stock in the store. By the way all I got from Lowe's was a standard "sorry" but nobody offered a solution and acted as if they couldn't care less. Keep in mind it was taking Lowe's a week to move a fridge 50 miles from a DC to the store. Absolutely pitiful.
Four trips from the local "repair" company. 3 holidays (Easter, Thanksgiving, and now Christmas) without a dishwasher. Local company says this Maytag is a "lemon". Next door neighbor had even more trips w/ same comment, but gee, theirs was a GE, not a Maytag (still purchased at Lowe's). Called tonight before closing, but (go figure), the person that I need to talk to is no longer on site. My goodness. Isn't it the job of management to be "available" to deal with these types of situations??
Local repair company (employed by Lowe's, BTW) has been here 5 (yes FIVE) times and replaced the touchpad 4 (yes FOUR) times. Oops - they forgot to record one replacement, so I'm one over (but technically UNDER) the required 3 hard deadlines. Yes, I said "deadline". Anyone who has been in the military and been responsible for the upkeep and maintenance of military equipment understands the term.
For those of you who don't--it's dead in the water--that means it's got standing water (again) in the base, and two days worth of dishes in it, and guess what: IT DOESN'T WORK AGAIN. I swear - I will NEVER purchase anything else from Lowe's. They have been way more trouble than they are worth. And, I would not suggest the Maytag QuietSeries 300 dishwasher. IT'S A LEMON.
Honestly, I don't think I've ever been this angry in my entire life. I have been doing dishes by hand (yes, it's probably "greener", and yes, I save water) for a grand total of approximately 15 weeks. Why am I angry?? Because I spent a boatload of money for a dishwasher that DOESN'T WORK. Quite frankly, I think I deserve a bit of credit for not dropping the "f" bomb, 'cause I'm sure screaming that in the background. Lowe's Roeland Park KS, Turner Appliance Repair Overland Park KS--DONE DONE DONE with both of these organizations.
FRISCO, TEXAS -- So this one time I took someone advice and decided to buy my appliance from Lowe's, big mistake. I ordered online, confirmation came that can pick up my order from store tomorrow. Drove 40 miles to pick up, 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 hotline, guy named ** said “I'll get someone to call you.” Then this guy name **, called once 9:54 pm and left a message. Called 5 times since then never replied my call. (This is at Frisco Texas store.) Spoke to other manager name ** or **, she also handed me around. Long story, I should have stayed with Home Depot. Lowe's, you are a mistake and waste of time. Soon you will be the next Blockbuster. If you go on their website 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 losing time and money.
WEYMOUTH, MASSACHUSETTS -- We purchased a new Whirlpool washer/dryer 1 week ago at Lowe's. Delivery and install was set for Saturday Oct 5 between 4 and 6 PM - at about 2 pm. At 3 pm, the dispatcher called to move the time window to between 5:30 and 7:30. At 7:15, the delivery person called to say they will arrive at 8. At 8:30 they arrive. At 10, they told me they do not know why the dryer does not work. They told me to call Lowe's and ask them to replace the dryer. The installers left at 10:30.
Sunday morning, I called Lowe's and they suggested that I check the circuit breakers. I reset the circuit, which the installers had not thought to check. The dryer is not completely installed, so it cannot be used. Lowe's told me the installers will return on Sunday to finish, but did not provide a time.
I finally called Lowe's to get the 3PD dispatch number to ask for a time. I am told between 7 and 9 PM. At 5:30 the installers called to say they are too busy and cannot come today. I told them that the dispatcher told me they will come today to finish. It's 9 PM and I'm still waiting. An entire weekend wasted waiting. Do not buy appliances from Lowe's if you expect good service.
BARBOURSVILLE, WEST VIRGINIA -- Lowe's would not fix my Dishwasher problem. I had bought an Extended Service Plan from them which should cover my appliance for four years. But when wheels started to pop off the lower rack of the crappy Maytag Dishwasher that Lowe's sold to me, they would not fix it and gave me a runaround. One guy said warranty only covers electrical and motor. Another guy says something else.
NO NOT think they will keep your appliance in order for the next four years. They will not. They will use some fine print against you. DO NOT buy Lowe's Extended Service Plan. In the last two years I have bought from Lowe's, One Samsung Fridge, a gas cooking range, Dishwasher, washer dryer - all with Extended Service warranty. I will not buy Appliances from Lowes anymore - ever.