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.
COLORADO SPRINGS, COLORADO -- I bought last October/November Kitchen Cabinets by Lowe's, (Lowe's brand.) The Sample where I looked at in the store was pretty good, so I ordered for approx. 4000.00$. When the cabinets are installed I'm not so happy with the quality. I regret I've not bought by IKEA because for the same price I would have a better quality. I would never buy this product (Potomac...!!) again, maybe later I'll replace with a better quality of my choice. The Lowe's sales person did a great job with helping me to get all the measurements and with some replacement where I ask to exchange.
FLANDERS, NEW JERSEY -- Started remodel in Jan 2011 -- ran into issues in NJ needing permits/custom order patio door off kitchen which caused months of delays (not Lowe's fault). Shenandoah cabinets came poorly assembled -- ordered a bath vanity that the front was poorly glued and not straight, doors were installed crooked, stain was inconsistent (one door lighter and the other door noticeably darker). Lowe's installer did not install scribe molding on top cabinets leaving the cabinets looking unfinished, also was in a rush and job reflected mediocre install.
Install services department so far has been less than responsive here in North NJ. Would never buy Shenandoah cabinets again with the quality issues noted between staining, crooked doors and a vanity base that wasn't straight -- these were mid line Shenandoah cabinets and very disappointed across the board with Shenandoah, Lowe's and the subcontractor...
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!
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!
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.
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.
CARSON CITY, NEVADA -- Lowe's "Improving Home Improvement?????" More like "Making Home Improvement a nightmare!" I am here to tell you NOT to shop at Lowe's. This is a long story, but the abridged version is it's over four months and I still do not have the proper full set of cabinets I ordered. Corporate office has not helped! I have NEVER been offered ANYTHING to make me want to return to their store! Also, calling them is a nightmare. One day I called over 6 times and was put on hold with NO ONE coming back all six times!!!
May 5th - Ordered cabinets and paid in full! Was told it would take maybe 4-5 weeks for delivery. I said I was leaving June 27th for Europe - would they be there for sure??? Assured it would be no problem - they made a note that I would be out of town for a month! I called (they never called as assured) in mid-June and was told the delivery date was between June 22-27th. Again I would be called for sure to set up the delivery. I had to call multiple times to get this information with not ONE returned phone call.
June 23rd - still NO call about delivery date so I start calling store. **, "cabinet guy" rarely returns calls. Finally I get a hold of him and his response is they called me and it's my fault I never called them back - cabinets will be delivered on the 28th coz all delivery days are now full???
June 24-26th. I made numerous phone calls to shipping company, store managers and ** to no avail. Cabinets would NOT be delivered on time! **'s response, "it's only a day - I don't know what the problem is???" If he checked his notes he's see there is a problem when you are not in the country! Oh, he also offered to come to my house and take in the delivery. How many of you would allow a stranger to have a key to your home!
June 26th. Call store assistant manager "**." She is very sorry for problem - will pay for me to have my contractor come up from the Bay area the following week for delivery. Told to go on my trip and have a wonderful time! July 11th. Cabinets are delivered with smashed up boxes! Two cabinets with crashed in sides and various doors with scratches. Contractor attempted to contact cabinet company, "Schuller" to get replacements. They said "no problem let store know." Store needs to deal with me so I have to wait till I am home in August to talk with them.
~August 8th. I am home and back up to Tahoe to inspect the cabinets myself. I call Lowe's and again get "transferred" to a number that rings and rings and rings... Instead I drive to the store (hour round trip) and bring my computer with me. There I am presented the "manager" ** (I believe). He spends about an hour with me discussing the smashed cabinets, taking me back to show me what the "finished sides of cabinets" should look like (the photo finish is a joke)!
He says I should have been offered the "real sides of cabinets" and the cabinets would be replaced that were bad. I found out after an hour he was NOT the manager, but a manager in training. He then left a message for ** to call me the next day along with another manager **!
Ginger returns my call the very next day and tells me she would make good on paying the contractor if she could get it approved by her manager. She does so and she is probably the ONLY person who did what they said through this entire experience - YOU GO **!
** calls and tells me it is no problem with reordering my cabinets after an hour of discussion. He says I have two choices, "have my contractor fix the cabinet and get a full refund OR get a replacement!" The cabinets take two weeks on this special rush since they were damaged. He tells me ** will call to take all the details on which cabinets I decide to do what with!
** doesn't call right away. I have to call 3 times the next day and he finally returns my call. He takes down the information. I chose to replace one cabinet, get the refund on the other and also replace 6 damaged doors. He said he would place the order immediately. It should be about two weeks! ~August 22. I call store asking for when the cabinets would be delivered. The cabinet man there says he'd leave a message for ** to call me when he got in.
~Aug 23 - ** calls my "Tahoe home" leaving a message (knowing that is not where I live) and says as if I didn't call or anything, "The Schuller representative would like to come and inspect your cabinets - how about this Friday?" He also tells me at this time they don't do refunds. I'd have to replace the cabinet I already paid to have the contractor FIX and install or just lose the money???
Immediately I have had it. The cabinets haven't even been ORDERED. I call the corporate office after talking to ** briefly. They won't handle complaints, instead kick it back to the store manager. This is when I am introduced to **. ** finally after talking with ** tells me they will do a "special order" on these cabinets and switch out the cabinets themselves once they come in. They would put a "rush" on this order. I am at this point called almost daily with an update! They immediately told me the cabinets would not be delivered until Sept 22. YET, they promised to contact the "representative of Schuller" to speed up the process!"
Never was the representative contacted - they just let that original date slide. A month later is NOT a "rush order!" They (**) still call me most days with an update that they will talk to the representative! NO representative is contacted that I know, I don't get any new calls with updated "FASTER" delivery date!
September 7th - Another phone call from ** (~7 or 8pm, message left on home phone). This time he mentions it looks like my cabinets will be delivered by the end of the month, HOPEFULLY by September 26th! September 8th - I get a call from Lowe's (recording) some special order is in and I need to immediately pick it up. I call 6 times. I get an operator who says I have NO special order (maybe the system was just off by one number by coincidence). Six times I get put on hold and no one ever comes back!!!
September 9th (~12:45) - I call immediately to the corporate office and ask for a supervisor. She comes on and hears my story. I tell him I am ready to put an ad in the paper with this ridiculous "customer service." She says, "Please wait till I have the district manager talk to you." I tell her she has 24 hours!
Sept 9 (~2pm). Yet another manager from Lowe's (**) calls and says he is sorry about the problem. He assures me he will call Schuller and find out what is going on. If nothing else, he will have my cabinet (without doors) delivered the next week so I can get them installed to hurry up the counter installation process! He says he'll call back AFTER he gets a hold of Schuller. Sept 9 (~3:30 pm) Shockingly enough **calls back. He confirms the sink base cabinet will be coming the following week.
Sept 8 (~4:30PM) ** calls from Lowe's District Office explaining he is a corporate manager and he is greatly sorry for all that has happened. He says it should not have ever gotten to this point and being he is "new" he will do everything he can to improve this situation. He says his first agenda is to get me my cabinets! He has the audacity to say he's like them to install my counter - RIGHT! After reiterating what ** has already told me he promises to call back Monday to make sure things are moving along after he speaks with **. At that point he'd discuss with me some form or monetary compensation for my hassles!
Sept 12 (~4:45PM) I have no call from either ** so I attempt to call **to get some answers. I call corporate and they tell me someone else is the District manager and give me a number to call. The operator at the second number tells me that manager has been promoted, ** is the manager! I ask to speak with ** and they rudely say, "He's not here, he's left because he was here at 5 AM!" I kindly say, "please leave him a message to call **. I never received the call he promised!"
Sept 12 (~ 8PM) There is a message from **. My cabinets and doors will LEAVE the Schuller factory on Thursday, Sept 15th. He will do what he can to hurry up the process of getting them delivered and call me back on Thursday to give me the shipping information!
Sept 13 ** returns my call. His excuse is, "I had my manager from the store talk to you, I believed that would suffice!" He then says he understands my cabinets will be delivered is there anything else he could do. I said, "of course if you want my return service to your store!" He says, "the only thing I can say is sorry, this should have never happened." I said, "that is it!" He says, "yes." I say "I guess I'll never visit your store again." He says "goodbye!"
Sept 16 I sit here and write this. Have I heard the promised call from Lowe's with the shipping information - of course not!!! I will update this and we'll see if they follow through. Sept 16 - ** finally calls and says the cabinets will probably be leaving the factory on Wednesday (meaning no sink base THIS WEEK!) Sept 20- I get the call the cabinet/doors/etc. are finally being shipped out.
Sept 20- Another call, not everything is being shipped (one door is still on backorder). They will call my contractor and let them know when they are coming. The cabinet should be in the Lowe's store by Wednesday. I am told (and I should be impressed) that the sales rep is driving ALL the way to Sacramento to pick them up!
Sept 22 - NO call at 3:00 PM from Lowe's even though everything should be in their store. I call and they say they will call right back. Sept 22 - Finally they call around 5 PM. They are on the way, but it's NOT one backordered door, it's THREE!!! We'll see what happens when they get there! Sept 22 - ** a manager shows up with cabinet and doors. Still three are on backorder.
Sept 26 - NO word from Lowe's when my other cabinets will be in. No word from any manager about any threats I have made! My advice is - NEVER SHOP AT LOWE'S if you want quality customer service! Also NEVER CALL LOWE'S unless you enjoy being put on hold and hung up on! SHOP AT HOME DEPOT or your local neighborhood hardware store!!!!
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.