Lowe's Windows & Doors

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1.4 out of 5, based on 14 ratings and
38 reviews & complaints.

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My Door Is Leaking And Lowe's Is Lying
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AUSTELL, GEORGIA -- I bought two doors from Lowes in late 2006. I bought a glass door for my back door and a storm door for the front door. Earlier this year around February or March I noticed that at the back door my hard wood was beginning to buckle and my door jamb was turning brown from what appeared to be water damage. In Georgia in 2007 we had a drought so it rained minimally last year. I contacted Lowes about my door leak and initially they wanted to charge me 25.00 for them to come out to determine if the door they installed was a problem. I told them that I had already paid them and I was not going to pay them to come out and look at a door that they installed incorrectly.

I told them that I have had my house over 10 years and none on my other doors were leaking only the 1.3 year old door they installed. They sent the contractor out and he had the audacity to tell me that it was a caulking issue and he would fix the caulk so the door would not leak anymore. He told me that as a homeowner I should caulk around my house every couple of years. I told him I had never caulked anything in my life and I was not going to caulk a brand new door.

Any caulking should be done by the installer. He finished caulking and I asked him about my hard wood floors and the door frame. He said Lowes would be in touch. They cared about there customers and would make it right. I waited a few days and no one called so I followed up with them. I spoke with one of the Managers and he sent out a representative from Lowes. She looked at all the water damage and agreed that there was an issue with the door. She told me that the installer said the leak was fixed with the caulking and they would contact the company that installed my hard wood floors and repair my floors. She also said the caulking the installer did was not a good job and she would send him back out to make it look better. She was in touch several times over the next few weeks and said she was waiting on information from the floor people to determine my type of hard wood.

In the meantime the installer came back out and reapplied the caulking. I was still not convinced that leak was fixed and asked Lowes to make sure that was correct before they fixed the floors. I noticed on 7/14 after a really hard rain that I had new water damage. Mind you this has been going on since March. I went to the store where I got the doors and spoke to yet another manager. This guy tells me that Lowes is not responsible for the leak because it has been over 1 year and that they are not sure it is the door. I am appalled the person who came out said the door was leaking and the installer told me it was caulking. He said that he would have the person who had been working with me call and setup yet another person to come out to determine if it is a door leak but I should contact my insurance company. Needless to say it is 7/21 and I have not heard from anyone at the store. On 7/14 I called Lowes corporate headquarters in NC and they apologized and told a general manager would call me within 24 hours.

I have yet to hear from them either. The only thing you want people to do is the right thing. I paid Lowes my money with the assumption that my door was not disposable. I will fight this to the end but really should we have to go through this as consumers.
     
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Anonymous on 07/22/2008:
Prior to marriage I was an very talented and frequently practicing caulksman.
Anonymous on 07/22/2008:
So am I to infer C2O that your wife doesn't care for your caulking skills?
Anonymous on 07/22/2008:
Not at all. I just had to allow my license to be revoked and commit my skills to one job. Those were the days!
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Ordering a Door From Lowes, and Receiving Assistance From Store Manager Michael
Posted by on
Rating: 4/51
WASHINGTON, MISSOURI -- Two weeks ago I ordered an exterior door for my garage, I brought the original door with me in order to assure proper measurement for the hinges and dead bolt lock etc. I am not a professional by any means. Michael Murphy (store manager, which I did not know) assisted me and ensured the proper measurements were taken and sent to have the door made and cut properly. As things go, I was called, picked up the door, and in the process of putting on the door realized the top and bottom hinge were not cut out properly with the wrong measurements. I witnessed Mike Murphy's original measuring and was sure the problem was not at his end. The dead bolt lock was also not cut in the correct spot, approx. 1/4" off. I called the store, talked to someone named Jim who insinuated, it was my fault that the door was cut wrong and that I should have made the hinge cuts and measurements myself. The next morning I took the door back to Lowes with the original door, and went to customer service, told them I wanted to speak with the store manager. I was "hot" because of my conversation with "Jim." Here comes Mike Murphy, I told him of my problem, and he did not blame anyone for the mistake, he assisted me in getting both doors off my truck, and we went in and remeasured the doors. Mike said I could reorder the door with proper cuts and measurements and it would take 2 weeks again.

To make a long story short, Mike made the cuts for me on the door I received. Mike also showed me how I could make the dead bolt lock work by cutting into the door frame. Mike later called me at my house, and questioned how my progress went with hanging the door. Everything went great, Mike Murphy knows customer service and went out of his way to keep me a happy customer. Things could have gone wrong, but I believe Mr. Murphy would have ensured I was kept satisfied with Lowes service. "Jim" on the other hand was pointing fingers immediately and shifting blame to me and who ever cut the hinges..

I can't express how satisfied and happy I was with the service of Michael Murphy, Lowes store manage, Washington, Mo.
     
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Horrible Customer Service
Posted by on
Rating: 1/51
FOUNTAIN, COLORADO -- I went to Lowe's to purchase a window mounted AC unit and was ready to spend about $500. I had a couple of questions that I wanted to ask but mostly wanted someone to help me get the 150 pound AC unit off the shelf. I went to the front to get some assistance since I didn't see anyone working. The young lady paged someone for me. I waited for about 10 minutes and decided to leave. I drove to the closest Home Depot and got a better deal and WAY BETTER customer service.

My money goes to wherever the best customer service is and I will never step foot in a Lowe's again as long as there is a Home Depot around.
     
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trmn8r on 06/07/2013:
You can't judge all stores of a chain based on one. Near me, Lowes is much better than HD. It varies greatly, possibly due to local management.

At these big box building supply stores it is pretty much do it yourself. The staffing is such that if you need help, you often have to wait for it.
John Nicholson on 06/07/2013:
I hope you are exaggerating the weight of the A/C! To put a 150 lb. unit in a window would be courting trouble.
Chris on 06/10/2013:
So this one time you couldn't find anyone to help you is an indication to you that you should never shop there again? Was the store busy? How do you know what the employee for the department was doing... Did you stop to consider he may have been stuck trying to help another person like you... by that I mean a CUSTOMER. I'm sorry to say but customers outnumber employees at a store and that means when a lot of people are shopping and need help you have to wait your turn. Maybe had you waited just another minute or two the employee trying to get to you would have come. I have worked retail. When I am stuck with someone who feels the need to ask me the same thing 50 different ways when I know someone in another aisle needs help I feel bad. Try not being so impatient the world doesn't revolve around you. There have been crazy busy saturdays where I could have 30 people working in my area and STILL not get to every customer who needs help immediately. Have some consideration
employee on 06/25/2013:
I actually work for Lowe's. We all try extremely hard to help every customer that walks through the doors and unfortunately sometimes we fall a little bit sort. All I'm saying is 10 minutes is not a long time. If a customer is patiently waiting, I am willing to help as soon as I finish with my current customer. If you were in such a rush, you could have gone back to the service desk and let them know. I know for a fact, that they would have gladly found someone nearby to assist you!!!!
Every Customer??? on 06/28/2013:
I spent 1.5 hours shopping at your store in apple valley Ca. and had over 200.00 $ in merchandise and when I was to check out the clerk saw that my card had my wifes name on it and refused it. I explained that I had lost my card yesterday and both cards are identical except for name and offered to show her an expired card with the same number on it when she refused to even look at the card she got quite snotty and I said I would pay cash but this would be the last time in this store since Home Depot is across the street, At that time she walked off with my card and started telling everyone with a red vest on what had happened , I have been embarrassed before but not in a store by a clerk telling the world that I was attempting a fraudulent act. At this time my wife was on the phone and heard all of it I offered to put her on the phone but the clerk was to busy making sure that customers and employees within earshot could hear her.

At this point I said I would never come back to a store that intentionally embarrasses there customers. However I needed several items badly and returned to pay cash when an assistant manager came up and when I told him what happen he did not apologize or solicit my cash purchase he just said the clerk did her job , Since when is a embarrassed customer part of a clerks job.

At this point I said verbatim " this type of customer service is ridiculous and she can kiss my ass" then your manager took offense to a phrase spoken on broadcast t.v. radio and was not directed towards him.HE ORDERED ME OUT OF YOUR STORE AND SAID NOT TO COME BACK.! I have pulled my receipts for 2013/2012 totaling 13,563.82 I gather this does not matter to your company so I have no choice unless an apology at the least is given and on second thought a apology coming from a man who is so thin skinned in a environment of contractors should be looking for a job.After my experience I expect nothing from your company so Good Bye and I have lost faith in your chain so good luck, may Karma pay your store a visit , Treating customers this way has a way of getting around.
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Worst Customer Service Ever!!
Posted by on
Rating: 1/51
SENECA, SOUTH CAROLINA -- I have been going back and forth with the staff at the Lowe's in Seneca, SC since the end of March. I am still dealing with problems and the management including corporate are no help what so ever.
1) They were running a special on custom ordered cabinets. Customer would receive a VISA card with a credit in the same amount your cabinetry came to. Due to their negligence with delay after delay I lost out on their special; losing $600.00. To date (May 21) cabinets were ordered wrong which delays the granite to be ordered, electrical to be done and plumbing installed. Now I have to wait another 4-6 weeks for the correct cabinets. Basically, the entire kitchen project at our house.

2) Other than one sales associate in the blinds/window coverings department, the department manager has no clue what they are doing. She doesn't know the products nor how to place an order. I spent over $2,000 on blinds and they are wrong. Another problem we are dealing with...

3) Ordered several appliances and because one was on back order instead of waiting for the item, they cancelled my order all together. Had to reorder the item and wait another 3 weeks. Another delay in the kitchen...

I don't know what is going on at the Lowe's Seneca, SC store but it is the worst customer service I have ever experienced. Not only are their employees not training properly to order the correct merchandise but their department managers and assistant store manager can care less. At one point I was told I am sorry but your order has been closed with us and if you have a problem you will need to contact the manufacturer. Its been delay after delay yet my Lowe's card sure did get charged a hefty $18,000 which I am making payments on!! I will never shop there again and if any of you are working with them on a remodel job make sure you invest in vallum!!
     
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Alain on 05/23/2012:
Doing a project with a big box store can be, as you have unfortunately found out, a risky undertaking. It seems to add additional risk when doing it with a Lowes credit card which, as you have again noticed, carries a high interest rate and is administered by GE Money Bank (at least that's who had it when I last checked) for their customer (Lowes-not you). You can report these problems to: http://www.scconsumer.gov/dcacf/dcapolicy.htm [South Carolina Dept. of Consumer Affairs], http://www.ftc.gov/bcp/index.shtml
I wish you the best of luck since it sounds like Lowes does not want to assist you at all. Thanks for warning your fellow consumers about doing projects with Lowes.
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Installation
Posted by on
Rating: 1/51
WINCHESTER, VIRGINIA -- On 7/13/13 I went to their store to pay for a measurement for a new door. I was contacted within two days for a measurement. They came out and measured and said they'd have the salesman contact me. No one called. I check all calls via caller ID before picking up due to 99.9% of all calls being telemarketers or calls outside my home area code.

Home Depot cares and will get that job. And to think I was dumb enough to believe the comments on this site to give them another chance! If I could give them 0 stars I would but 1 is as low as I can go!
     
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trmn8r on 07/26/2013:
Did you try calling them and asking what's up?

As far as believing feedback about Lowes or HD, these stores vary greatly from one location to the next. I've had bad experiences at each chain, isolated to certain locations.
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Over a Month Later and No Door
Posted by on
Rating: 1/51
PHOENIX -- About a month ago I ordered a Screen Tight Meadow in Natural Wood Screen Door. The door was 30 dollars more than Home Depot but I ordered from Lowes because the shipping claimed to be a week sooner. Needless to say the door did not arrive in time and when it finally did (10 days later than they claimed) the screen was ripped. So they offered to replace the screen, that was now 11 days ago and they tell me is "should" arrive sometime next week.

Lesson learned - will NEVER shop at Lowes again, their attitude is so lax concerning customer care. This store sucks!
     
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Unresponsive Instore Personnel
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Rating: 1/51
SOUTH CHARLESTON, WEST VIRGINIA -- Very recently, I had been to Lowes about 3 times and all the 3 times, I had a discouraging experience there. I was shopping for small home improvement stuff. First time, I went to buy a screen door. As I didn't know much about them, I wanted to ask the staff there. There were 3 staff discussing among themselves. I waited for a while for them for their attention, but they seem to ignore. Then I spoke out 2/3 times, saying, "excuse me. could you help ...", but they seem to have not heard.

Finally when I asked rather loudly, one of them came to respond. I observed staff are unresponsive and unfriendly at Lowes, South Charleston. I don't know about other Lowes stores. But, I found people in other home improvement stores as very customer friendly, readily coming out to help.

The second time I wanted to buy some floor guides for sliding doors. Since I don't know where to find them, I went to ask one of the staff in an aisle. He right away told me, "No, We don't sell them.". I was surprised, and when I came home and saw on the computer, they are very much there on the Lowes website.

I also feel being a foreigner is one of the reason for the bad experiences. I certainly will avoid going there again, unless I can't get what I need at other stores.
     
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Installed Windows In Our Home But Won't Lock Down
Posted by on
Rating: 1/51
RUSSELLVILLE, ARKANSAS -- Windows installed by Lowe's store in Russellville, AR
won't lock down, talked to store 4 or 5 times said they
will correct, but will send mfg. Company out, they came
out several time, said they will correct, still waiting for
them to correction four windows, 3 yrs. To this day they
say we will correct, but when? Thanks.
     
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Cracked Mirror Door during Installation of Vanity Granite Top
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Rating: 2/51
COLORADO SPRINGS, COLORADO -- During Lowe"s installation of Granite vanity top on may 12,2012, the plumber cracked the center mirror door of our Vanity Cabinet. He acknowledged that he broke the mirror and upon completion of the job he stated that he would remedy the repair within a day or two. He also stated he would definitely be in contact with me on the progress. Follow up calls to Lowe's installation supervisor/manager on numerous occasions was limited to them notifying the plumber. The plumber finally called on June 7, 2012 and stated that he had ordered the mirror replacement and it would be in within 5 to 7 days. Today's date is June 19Th, 2012 and still no word from the plumber or Lowe's. In my 81 years I've never had service this bad. Lowe's installation department needs to review the Contractor's service they are hired to do and make necessary changes where warranted.
Resolution Update 06/22/2012:
I sent a letter to the store manager and asked her to review my comments on the installation problem that Lowe's contractor was responsible for. The problem was resolved the following day.
Resolution Update 06/22/2012:
I sent a letter to the store manager and asked her to review my comments on the installation problem that Lowe's contractor was responsible for. The problem was resolved the following day.
Resolution Update 06/22/2012:
I sent a letter to the store manager and asked her to review my comments on the installation problem that Lowe's contractor was responsible for. The problem was resolved the following day.
Resolution Update 06/22/2012:
I sent a letter to the store manager and asked her to review my comments on the installation problem that Lowe's contractor was responsible for. The problem was resolved the following day.
Resolution Update 06/22/2012:
I sent a letter to the store manager and asked her to review my comments on the installation problem that Lowe's contractor was responsible for. The problem was resolved the following day.
Resolution Update 06/22/2012:
I sent a letter to the store manager and asked her to review my comments on the installation problem that Lowe's contractor was responsible for. The problem was resolved the following day.
     
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danie1442 on 06/19/2012:
Which location was this?
acsny on 06/21/2012:
Thanks for posting my comments, I correspomded with the Store manager and the problem got resolved. You have my approval to remove this comment from my 3 cents.
Churro on 06/21/2012:
That's fantastic acsny. The best thing to do is at the top of the page click "Mark Complaint As Resolved" and tell us how Lowes resolved your complaint.
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Don't know where the door is?
Posted by on
Rating: 1/51
ALBANY, GEORGIA -- I went to pick up a customers storm door for install. The customer had prepaid for it two hours earlier. I got to the store to pick it up and the cashier paged the back to bring it up front. The person looking for it never acknowledge they got the message. In the mean time the cashier left for lunch and didn't tell anyone about me being there to pick up the door. Time past for 30 minutes, so much for customer service. I went myself and found the door on a cart in the door department. It is a good thing I know something about the store. I guess if my customer had gone to pick it up later they would have been there for hours. The so called person assigned to load the door just rolled it out the door. He had a problem rolling it to the back of my truck. I loaded it myself. I think Lowes has a big problem with customer service. I guess I need to go across the street to Home Depot. I will recommend my customers to trade their next time. When I waste time for something that has been already paid for it makes me feel
useless.
     
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trmn8r on 03/21/2012:
I believe this is a regional thing. In my area, Lowes is a lot better than HD. It may be related to individual store management, I suppose...
scott3629 on 03/22/2012:
The one thing I love is everyone says the same thing, I'll go to HOME DEPOT, like this can't or won't happen at HOME DEPOT, it was the employee's not the company....lol
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