I recently purchased Shenandoah cabinets (made for Lowe's by American Woodmark). These cabinets are horrible. I have received several bad parts. The shelves were crooked (I had to place a cardboard spacer between the shelf and some pins) and the cutlery drawer did not move freely (upon further inspection, pieces of the drawer were cut to the wrong size, putting pressure on the wheels). Also many of the shelves are far too narrow. I would never buy these again. Lowe's refused to stand by their product. When I mentioned these problems to Lowe's, the only thing Shenandoah offered was a $100 credit. Horrible!
On several occasions, my husband and I wanted to purchase large items from Lowe's, such as kitchen cabinets, carpeting, tile, lumber, etc. In every case, the salesperson would begin to serve us courteously and helpfully. However, when another customer entered the department or if the phone rang, the salesperson would leave us to help the other person, claiming it would only take a minute--which it never did.
Recently, in the Hudson, Massachusetts store, the woman salesperson in flooring insisted on taking care of another customer whose order was actually almost the same as ours (2 rooms of carpeting) even after the customer told her she was not in a hurry and should continue to wait on us, since we had been there first and were in the middle of receiving the price estimate. Clearly, there is discrimination, however unintentional, against someone with a large order or someone who is closer to purchase. In other words, any new customer coming into the department gets priority.
On one occasion, the salesperson in flooring left us for a full 20 minutes to wait on someone else. When we complained to the store manager, he claimed to be very surprised, explaining this was not store policy. However, that cannot be true. When we were ordering cabinets 4 years ago in another Lowe's, we had made 3 separate appointments with the cabinet salesperson, yet we were continually; interrupted each time.
He confided to us that he would get into trouble with his supervisor if any customer was seen wandering around the department without being helped. So, he HAD to continually interrupt our meeting time. In the end, we did not buy the cabinets even though we loved them. In all of our Lowe's experiences, there was only one exception from a young man in the Hudson flooring department. Because of him, we may still buy the carpeting there when he is on duty. He never allowed himself to be distracted or take people out of turn. I wish the rules would allow me to write his name here and give him full credit..
SEDALIA, MISSOURI -- We were ready to remodel our kitchen at our lake home 2 hours away from where we live in Kansas City. Very excited we measured our existing kitchen footprint and went to our awesome Lowe's store near our city home. After much work with a very competent cabinet salesperson, we were ready to go--or not. When we went to place the order with this wonderful salesperson who had worked with us so diligently we were told Lowe's has a strict policy of store proximity to the installation, and as a result we had to work with the Lowe's store closest to our lake home.
So we took our designs to a very lucky Lowe's salesperson at the store closest to our lake home (we ordered over $10,000 of product); all she had to do was order the product and schedule our installation. It took us 3 different trips, 2 hours away, to go back so she could learn their ordering system; she continually said "can't do this, we don't do none of these here..." We should have run fast. Instead, we weighed our options and remembering our wonderful Lowe's experience in Kansas City decided to give the Sedalia store a try.
8 weeks later, I have half of a kitchen installed, a store salesperson who refuses to call us back, and no kitchen countertops (only to find out from the countertop company that the salesperson at Lowe's didn't give them the order until yesterday, when we were assured it was done weeks ago.) The salesperson will sometimes have the unfortunate luck of actually answering the phone when my husband or I call, only to turn around and literally hang up on us or say "I can't talk I have a customer."
We never get a returned phone call. I called Robert Niblock's office today (CEO of Lowe's) and actually spoke with a reasonably educated, polite, customer focused person on the phone who agreed to help us. We are waiting to hear back, meanwhile I have $10,000 invested in cabinetry that is half finished, no countertops for what appear to be weeks to come, and the Sedalia, Missouri Lowe's store refuses to deal with us in any way. RUN AS FAST AS YOU CAN AWAY FROM THAT STORE AND ITS KITCHEN CABINET EXPERTISE, they have none!
If we had it to do over we would have had a custom cabinet maker do the cabinets as so many people recommended we do. We have signs all over our street at the lake house warning people against doing business with the Sedalia Lowe's store, and are actively telling our many friends who are rehabbing homes in the Lake of the Ozarks area to pursue any other alternative than the Lowe's store in Sedalia. Oh, and three of our neighbors at the lake are lawyers... who at the very least are assisting us in our complaint to the Attorney General's office, and perhaps pursue further action against the Lowe's in Sedalia, Missouri.
FLOWER MOUND, TEXAS -- My husband and I recently moved and we purchased a home that needed some updating so we decided to give Lowe's a try. (we previously had used Home Depot to do our last kitchen with ZERO problems but did not like the nearby HD store and loved the look and choices at Lowe's.) At first things went rather slow, but we felt we were partially to blame as we changed our plans a few times. It took nearly 4 weeks to get a final plan drawn. However, once we finally ordered the cabinets and they were delivered (took another 4 weeks) is when the problems started.
The cabinets were delivered and the store was informed of the delivery day. I again confirmed delivery once received. It took a week for the installers to call and schedule an appointment to inspect the order. When I threatened to go to another installer, the installer was there the next day. When all boxes were opened, one cabinet was cracked and unusable, one was the wrong cabinet completely, and one was the wrong measurement. They all had to be reordered--2-3 weeks, rush delivery. (now remember, I have NO kitchen by now as it was all removed for new install)
Next was the counter top. We wanted to go with the Zodiac Quartz. Three days after partial cabinet install a guy shows up to measure. He took measurements I could have taken and given over the phone. Two days goes by and Lowe's calls to set up the appointment for making a template--for the NEXT week. AND they tell me it will be 6 WEEKS before the counter top is back and then another week (?) before it can be installed. And only then can the rest of my cabinets be installed because some of the uppers sit on the countertop.
At this point, they have delayed my kitchen install by 6-8 weeks. And of course, I have been bumped off my painter and electrician's schedule as they have other work to do which means, I will be behind even longer once they can get me back on schedule.
I found a local store that carried the Quartz and although they were slightly higher, they could have it templated and done in 7-10 days, just about the time my cabinets come. Like I said, I have done a kitchen with HD and they were MUCH more on top of things, MUCH more professional, and MUCH more satisfactory all around. I will not buy one more thing from Lowe's. Ever.
COLUMBUS, OHIO -- I'll never buy from Lowe's again. Simple thing really. Change the Oven Cabinet, add an island in my kitchen, and replace the countertops.
Bought in December before Christmas 2005. TO DATE, the following has occurred: Wrong Cabinet was ordered and delivered. Installer found out when it was sent to the house to be installed. All the trim was wrong. All of this and the cabinet had to be reordered.
Cabinets had to be "levelled" to install countertops. Turns out the Countertop folks, who know what is needed, aren't 'authorized' to touch cabinets... didn't realize I was dealing with a "union shop" but the contracts with their installers stipulate this. Lowe's install folks take NO responsibility or oversight of the project even though I'm spending thousands of dollars with them.
We've had cut up countertops for weeks, we have had to find two additional contractors for work, including an electrician which Lowe's won't recommend (not sure I'd want them too frankly), and it's just nightmare after nightmare. We're not done with the project yet so I'm sure there will be more to come. Bypass these folks... I have no idea if Home Depot is any better. Perhaps it's really time to go back to specialists who stand behind their work rather than the "home disimprovement" stores.... I'm thinking that was my biggest mistake.
OVIEDO, FLORIDA -- I haven't even received my cabinets yet and I'm very confident in the Oviedo, FL Lowe's staff. Both the manager and install manager stopped by and introduced themselves. ** was always courteous and patient as I came back several times to choose styles, colors and different options, and work with me until I finalized my kitchen design. My assigned installer ** called me immediately, discussed details with me and took charge to contact Lowe's back to ensure everything was coordinated. They even gave me tips in what to expect to make my renovation go smoothly. Hats off to a great crew at the Lowe's in Oviedo, FL and I look forward to my install!
1625 11TH AVE NW, WASHINGTON -- Lowe's Issaquah Wa store. About 6 weeks ago, we tried to make an appointment with the kitchen cabinet dept. Every time we called that dept. the phone just kept rang and rang. After 1 1/2 week, it took another dept head walked over to the kitchen cabinet dept to made me an appointment. So we got an appointment a few days later with this woman **. We spend more than an hour to draw up the pictures, lay out. With the counter top that we like, it's going to be at least $11,000 without installation. She said she will finalize the layout cabinets detail and call us back.
After a week with no phone call, we saw her in the store, she said she is still working on the project. Well, I cannot believe after 4 weeks now, not a phone call. I have never deal with a company just make you wait and not even a courtesy call, they just don't care. I don't know how can Lowe's run a major dept. like that. I need to find out how to contact the main office to complain. Total wasted of our time. WHAT A JOKE!! I think I waited long enough, time to shop somewhere else.
OCALA, FLORIDA -- Ordered Cabinets 01/20/10 projected delivery March 2. Followed progress online from factory. Cabinets were made on projected day 02/23/10, completed 02/25/10 sent to delivery co. 02/26/10 delivered 03/02/10. I had a weeks notice before delivery. Cabinets were delivered and stacked the way the installer had asked for. Inspected same day by Lowe's people and installer, on 03/02/10. Rip out and install completed on 03/03/10. Other installers, plumber, and Micro hood, all completed on 03/04/10.
Yes, there were a couple of minor glitches, that Lowe's has already ordered and will be taken care of on the next couple of weeks. But I cannot believe that we had such a terrific experience. Who thinks all this can happen in a couple of days. It took me longer to empty out and refill my cabinets than it took to do the work. My hats off to, **, my salesman, **, the install coordinator, ** and his team the installer, **the Micro guy, done in 30 mins. and **my plumber, for the sink and d/w. What I thought may become be a hassle was hassle free. Thank you all, you know who you are.
PLAINVIEW, NEW YORK -- I purchase custom cabinets from Lowe's and my son-in-law was going to install them. ** at the Plainview or Hicksville store was excellent. If it wasn't for him I would not have purchased the cabinets since I was looking for a different cabinet. He asked me questions and made lots of suggestions and that's how I purchased the beautiful cabinets. They arrived as planned in perfect condition. The granite was installed by Lowe's and again a perfect job and the granite was beautiful.
When you have informed and dedicated people working for you it makes the customer's purchase much more pleasant and the outcome is great. I am a completely satisfied customer and will continue to do business with Lowe's for other projects and other items. Keep up the good work and ** is someone to learn from.
SAVANNAH, GEORGIA -- "You have a bad attitude," said the Manager of Lowe's Home Improvement of Savannah when my business partner called to complain that her cabinets had not only been ordered incorrectly, but the correct parts were not ordered for another month after they were notified.
Her story is common enough. My wife and I placed our cabinet order on July 20th of this year. Today is October 24th and we have learned this morning that the Lowe's "Specialist" (i.e., ability to read and write on a 6th grade level) ordered the wrong parts for the second time. Furthermore, we also learned that an additional order we placed over a month ago was never ordered at all.
And finally, a MD friend of ours ordered cabinets from Lowe's (Beaufort, SC) in June of 2005. When they arrived six weeks later he opened the boxes to find he had been sent some other poor victim's cabinets. His cabinets were MIA. When ** called to complain the Specialist told him the cabinets would have to be reordered from scratch - another six weeks at best. He laughed and told them to come get the wrong cabinets refund his $16,000. He is currently pursuing the matter through the BBB.
I write this review to help other people. So far I have yet to meet one person that ordered cabinets from Lowe's Home Improvement and had a positive experience. Generally, you will save a little money buying from a large chain, but in the end the service and follow up will be so poor that you would have gladly paid twice the amount just to have cabinets. Keep in mind (regardless of what the Specialists tell you), if the project goes smoothly you are looking at two to three months from start to finish. And this is for a smooth project... I read one review where the customer had no cabinets eight months after making a $13,000+ payment to Lowe's (So. Calif.).
One thing we all laugh about... you will NEVER get a call from Lowe's when your project is complete to ask if you were satisfied. You won't be and they know it already.