Lowe's Windows & Doors - Page 2

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12 associates, not one would respond
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CLOVIS, NEW MEXICO -- I purchased a window air conditioner, online, and once my order was processed I was informed the product would be available for "in store" pickup in 20 minutes.

I drove to the local store, giving them an additional hour before arriving. Upon arrival I presented my receipt at the pickup/customer service desk. The associate at the desk confirmed the order and paged for someone to come to the desk for a pickup.

I waited, and waited. After 10 minutes I began to count the number of associates that were "wandering" around the pickup desk, not assisting customers, looking directly at the cashier at the pickup desk and then turning away. After 20 minutes of counting associates, and no subsequent page for a pickup, I had counted 12 associates doing nothing and not offering to assist with the pickup.

At this point I questioned the pickup cashier if anyone was going to bring the air conditioner. She looked at me in confusion and grabbed an assistant manager walking by. When I explained the situation to him, and asked what happened to "20 minute pickup" he apologized. At that point, only because the associates saw me speaking to the manager did one walk over quickly and inform him he was "going to get it now". This associate had been wandering in front of the pickup counter for at least 25 minutes at this point.

This lack of service and the habitual passing on of "responsibility" seems to be somewhat typical of my local Lowes. I only shop here, rather than a local Ace hardware when they are the only one offering a product I need at the time.
     
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Anonymous on 05/17/2011:
I have never experienced a lack of service like that, maybe because if I feel service isn't quick enough I'm not afraid to approach and latch onto the nearest associate to ensure prompt service. I'm not one to stand around and wait, I'm more proactive. Have you given feedback on your experience to corporate?
Anonymous on 05/17/2011:
I usually use the in-store pickup too. It is rarely ready. That particular area seems to be somewhat of a meeting place where employees wander in and out. I've noticed it too.
trmn8r on 05/17/2011:
I do as you, ript. I have picked up items at my Lowes, and gone through the same procedure. I think once there was a delay, and I thought the ball had been dropped. I spoke with the customer service rep again, and the item was brought out.
leet60 on 05/17/2011:
I didn't contact corporate, but I certainly will do so. I suppose I didn't proactively question the delay as I am trying to learn patience : )
Anonymous on 05/17/2011:
I don't mind waiting a little bit either leet. I at least want to be able to say I gave them the opportunity to do their jobs but they never seem to take prove me wrong.
trmn8r on 05/17/2011:
leet -> I hear what you mean about patience, but in certain situations a friendly reminder can grease the delivery skids.

I don't know exactly how it works, but my impression is that when they call CSR's for pickup, they may be handling other customers or other requests. It's possible that they mentally drop the ball sometimes, which I agree is undesirable.
Anonymous on 05/17/2011:
trmn8r, when you arrive at the store, your things are supposed to be at the desk already. They are rarely there. Now with a large item like an air conditioner, I can see them not leaving it there for the cashiers to walk around for an unknown period of time BUT had it been a paint brush, my guess is it wouldn't have been there either. They need to scrap the program. It's a great idea but in practice, it just isn't working.
Venice09 on 05/17/2011:
I've never done this, but it sounds like a good idea. Instead of scraping the program, I think they should light a fire under the associates if they are indeed slacking off. Twelve associates should not be walking around doing nothing if a customer is standing there obviously waiting.

Good review.
Alain on 05/17/2011:
It used to be at Lowes they'd hire loaders to do this sort of thing, but to save money some stores assign CSR's in different departments to be loaders for the day, in addition to their regular duties. It might save money, but it makes for neglected customers. Tell corporate about it and good review, Leet!
MRM on 05/18/2011:
Should have given you a free gift card after 20 mins has past.
MRM on 05/18/2011:
Leet, did they ask you to swipe your card again? I'm just curious, because when I went to pick up my item at now defunct Circuit City, they ask me for credit but I already paid online.
leet60 on 05/19/2011:
I didn't have to swipe my card again MRM, and boy would that have been in interesting interaction if they had requested it.
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Special Order to Return
Posted by on
TIMONIUM, MARYLAND -- I went to Lowe's to find a shower door for my small bathroom (40 inches), they offered to me one shower door from Kholer which is 29 to 33 inches, then I ordered, before pay for it, the employee asked me to sign a paper, I thought it was something relate to the buying thing itself.

When I received the door it was 33 to 36 inches, when I read the bill from Lowe's, also said 33 to 36 inches, and the paper I signed .. said : the special order was done according to the customer specifications, and can't be returned. The employee made a mistake, just one: ordered the wrong size!! This is a perfect trick, you can't say anything, you signed papers.

Then don't order any special order, it is not worthy at all, because when you order it, you can't see it and your knowledge depend on the employee assisting you. In the end a shame.
     
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spiderman2 on 03/29/2011:
Always read over what you are signing!
yoke on 03/29/2011:
The paper OP signed was in regards to buying the door. The OP was authorizing Lowe's to order the door. Yes the employee wrote the wrong door, but the op agreed to it.
lovemyson on 03/29/2011:
I just can't understand why people always sign things without reading first...Yes the guy made a mistake and so did you for not looking the papers over and reading what you signed.
Anonymous on 03/29/2011:
It looks like you thought wrong. You should have read the agreement before you signed to catch the mistake. No trick there.
saj80 on 03/29/2011:
You state your bathroom requires a 40" door, yet you ordered at 29-33 inch door, which was incorrectly ordered in a larger size. Based on this information, neither of these doors will fit. I am very confused as to what exactly you need, and am not certain you even understand what you need.
trmn8r on 03/29/2011:
saj80 - I think that they mean the maximum opening in the area is 40" - I just assumed that they needed the size they are complaining they they asked for.

The problem here is simply that the OP didn't understand that it was their responsibility to review this special order, and that signing indicates that they did had done so. Unfortunately, I think this is the OP's fault.
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Check Your Installation
Posted by on
HEMET, CALIFORNIA -- When we purchased our new sliding door from Lowe's Home Improvement store, we paid Lowe's for the door and also paid them for the installation. We were in residence when the door was installed and assumed the contractor who installed it (Lowe's contractor)was doing it correctly. On April 24, 2010, our home was broken into when we were away through that same sliding door installed by Lowe's contractor. Upon looking at the door, we (the police officer, ourselves and our neighbor) observed that the entire locking mechanism had been pulled free of the door jamb. We also observed (since the lock was still intact)that the screws put into the locking mechanism were 1-1/4 inch in length. We contacted Lowe's and were told that they only installed what the manufacturer sent with the door. Well we contacted the manufacturer and were sent the installation instruction sheet calling for #10-3 inch screws to be installed (via email). We then contacted Lowe's again and sent them the email sent to us by the manufacturer. They told us it was not their responsibility but the installers. I pointed out that we did not purchase the door from the installer but from Lowe's, nor did we pay the installer for the installation but paid Lowe's. The bottom line is that Lowe's will not take any responsibility and when we did contact the insurance companies (2) for the contractor (whose name we have) one said they could not honor the claim because the door was installed after they had dropped insurance on the contractor. The other insurance company said they could not honor the claim because the breakin happened before they insured the installer. I have written numerous letters and made numerous phone calls to no avail. I even wrote directly to Robert Niblock, CEO of Lowe's twice with no reply. I would admonish those of you out there who purchase these types of items from Lowe's to be very careful to check their work. Also if there are any of you out there who have purchased a sliding door from Lowe's Hemet, California, in the past two and a half years, you may want to take a careful look at your installation.
     
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Alain on 07/14/2010:
Did your homeowners insurance cover any of this?
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Rebate paperwork - supposedly never received
Posted by on
FARGO, NORTH DAKOTA -- I purchased 12 Pella windows from Lowe's this spring that had Lowe's $20 gift card rebates on each window. I sent in the receipt/paperwork early June and still haven't received the cards. When I called my local Lowe's the Customer Service person said she would call the rebate center for me and called right back saying they never received my paperwork. The skeptic in me immediately said 'yeah right' but since she proceeded to tell me how to re-submit my paperwork copies, I decided I would give it a second chance. However, she said I didn't have to send anything else in, just the paperwork - but the submit date has long since passed so I have a sinking feeling they won't accept it, even with the letter I plan to attach with the date/conversation. I had a great sales experience and a fantastic installation contractor that I have been telling everyone about so I would really hate to have this story to tell instead.
     
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saj80 on 08/13/2009:
Try contacting the rebate center directly, via the contact information listed on the rebate application.
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Lowe's Window Installation Nightmare
Posted by on
BATESVILLE, MISSISSIPPI -- I am so tired, disgusted, and worn down about dealing with Lowe's on this window installation that you will only get a very summarized version of the events. I ordered 13 Pella windows from an area Lowe's and charged them on my new Lowe's credit card. The quick version of my story is this: The first installer (yes, the FIRST one) did not know what he was doing. The windows were not level, crooked, and loose. I complained. Lowe's sends Pella out to look. Pella says, Yep, installed improperly. Installer is sent back. He says he sees nothing wrong and leaves. Second installer is sent who says they are installed incorrectly. Comes back later to correct. I find out first installer drilled holes in all of the windows. I tell Lowe's they can either refund me for the windows or send new ones because I won't pay a penny for ruined ones. They send new windows with yet a THIRD installer. Third installer beings to smart off to me. I send him and the windows packing on the spot. I call store manager (one of many conversations with him) and tell him you can either refund me an amount I'm satisfied with or I'll have the windows yanked and replaced by Home Depot and you can have yours back. We agree on a price. It has been a month now and they still have not credited me back the correct amount. This has been a 6 month ordeal. I will absolutely, undeniably, NEVER shop at a Lowe's ever again. Everyone there couldn't care less about taking care of a customer. It's amazing.
     
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Anonymous on 06/24/2009:
If you have a written agreement with the manager you have a good case. But if only verbal, you need to go back.
MRM on 06/24/2009:
Wow, what a hassle indeed and thank you for the summarized version instead of the long version of this incident.
BokiBean on 06/24/2009:
I just don't count on either Lowe's or Home Depot for any of the custom work they claim to have a handle on. You're at the mercy of whomever they have working there at the time and whomever they have installing too.

Sorry for your troubles, stay on them for your refund.
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Lowes Complaint (letter sent to Lowes)
Posted by on
MOREHEAD, KENTUCKY -- I am a recently retired legal administrative assistant and office manager of a prominent law firm with over forty years experience dealing with the public on a daily basis. Contrary to what your employees may have told you, I am not crazy, merely a highly dissatisfied, mistreated, and now ex-Lowe's customer.

When you walk into a store and all the employees are standing around with cell phones in their ears, it is obvious they are not interested in the customer.

On September 24, 2006, my son and I went to your Lowe's store in Morehead where we selected an oak door, same style as my neighbor had selected, specifying no dead bolt. We were told we would owe $72.50 for installers to come to Maysville and measure the entryway. This amount was paid on 9/24/06 at 11:06 a.m.

On October 2, 2006, I returned to your store (accompanied by two adult friends) to sign the contract for the door. At that time, I was advised I would need to purchase a lock. I selected the lock for single entry only, showed it to your clerk who assured me it was the correct lock for the door I had selected. This transaction took almost 90 minutes to complete. This should have been a clue as to the type of treatment I would receive if I continued to deal with Lowe's, which unfortunately I did.

On October 14, my son and I again returned to Lowe's (it seems we just kept making the same mistake) to select some flloring. After finally finding someone to assist us, we made two selections and as usual, anted up another $72.50.

On October 22, 2006, my same two friends and I returned to the store. At this time I made a change in selection of flooring from granite tile to vinyl covering. Not once during this transaction were we told the floor covering had to be ordered. I was assured by Euell there was no problem making this change since a contract had not yet been signed. At this time, I borrowed a sample of the floor covering I had selected so that I might find a counter top to complement it. After waiting 25 minutes, an associate finally showed up to assist us. We showed him the topping we had selected, which by the way, was in large pieces leading us to believe it was in stock. Again, another $72.50 plus a 9 day wait for a return call and a quote. I cancelled the order because I felt for the amount of counter topping required for my small kitchen, your quote was excessive.

Your door installers, I believe their names were Conners and Smith, arrived toinstall the door on November 1. The first thing I noticed was the door had two holes in it. When I asked why, they told me I needed two locks. Their next question was what type of molding(?) framing (?) did I have. When I told them no one had mentioned anything tome except buying a lock and paying for the door, I was told to not get upset, theywould see that I had what I needed. They were exceptionally nice and helpful, leaving the job to go out and buy wood needed to finish the door. I paid them directly for this purchase. Lowe's should kiss the ground these fellows walk on because they are the only good PR you have going for you. I love my door but am not happy with the unfinished condition. My next step is to hire someone to come in and finish what a home town dealer would have done as part of his job.

I have nothing from Lowe's except my flooring installed (which I understand has been on hand since November 2nd or 3rd), an itemized account of everything you have charge me for and my name removed from from anything connected with Lowe's. Trust me, I am anxious to get you paid and out of my life. I had planned to purchase a washer, dryer, stove and refrigerator from Lowe's. After the nightmare you have subjected me to, there is no way I would ever step foot in your store.

As for improvements in your service, I would suggest you replace all current employees in the Morehead store, starting at the top, hire employees with an IQ of at least 60, pay them a decent wage, make sure they are trained both in what they are selling and in customer relations, and above all, when a customer walks in looking for assistance, get the cell phone out of their ear sothey can do their job.

My personal opinion of Lowe's (as if you care)? If idiots were trees, Lowe's would be a forest that would encompass Rowan County.
     
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bigbangerik on 11/08/2006:
I am very sorry for what happened to you. also, I think you may have been shafted on the detail fee. its usually 35.00, not 80. good luck
Anonymous on 11/08/2006:
Really? You didn't know a front door needed 2 locks?
Hugh_Jorgen on 11/08/2006:
Did it occur to you that they were talking to customers on those cell phone? Other that taking a little longer to assist you than you think is necessary, I don't see anything here that warrants a blanket attack on the IQ of all Lowe's employees in that one store. All but one of your visits was on the weekend - their busiest time of the week.
Anonymous on 11/08/2006:
I agree with Hugh.
Anonymous on 11/08/2006:
A lot of responsibility lies with you. You assume too much
windopro on 11/12/2006:
should have walked away, that's what you get for $5,85/hr
Lowesbuster on 03/25/2007:
Lowes employees are the product of the management and/or wages. There is good and bad everywhere. I am very concerned about anyone who purchases ANY installs from Lowes. Lowes has no idea who is actually doing the installations. They have no procedure nationally to check out if the contractors they hire and the contractors employees are the people they have on their contracts. They can be unqualified, not checked out with a security check, not licensed and not accountable and maybe not even legal in this country. Run to any other installer or company that is really out there with the installers checking on their work. The independent contractor with documentation,insurance information, state paperwork and Bonding etc. you can request it all. And you can request background checks on the installers as well. You are better off even if you pay a little more you know who is in your house. Lowes sure doesn't even if they advertise they do. I know I know a past installer very well. One installer that got busted putting strangers in the house and got paid for the work and is still installing for Lowes.
Alain on 06/13/2007:
You hit on some of Lowes biggest problems. Low wages, poor training, & let's add not enough experienced people. Not enough people period.
3centsexpert on 07/12/2007:
First of all, the fact that they kept you in the store for an hour and a half is just good salesmanship....and it apparently doesn't bother you to spend that much time in there because you made more trips there! And, the truth of the matter is...you cannot go in and out of Lowe's in less than that time. And as far as the door installation, are you seriously so dumb that when you buy a door, that you don't know it has to have interior trim. Did your OLD ONE have trim???? And, when you looked at the door, and it had two holes, and you bought a single lock without a deadbolt, what did you think the second hole was, a vent???
kurgun on 09/26/2007:
I unofrtunately work for Lowes and the guy here is right on every account. Of course I work third shift but other stores I worked for were during the daytime. The people Lowes hires half the time are really very dumb, and have no idea what's going on anyway. I can't tell you the number of times, when I worked daytime where I was asked about stuff because the people that worked that department we're nowhere to be found. But that's what happens when you get a company that claims largely that the employees own the company, or help contribute to the growth. Investors don't care what a company tells their employees to motivate them, so long as the investor gets a good return on what he's put into the company.

I think the cell phones should be banned completely, people just need to walk to where they're needed if they need help. They should have a person that knows everything about the store and orders, ETC so it gives the understaffed people who don't care to begin with, a chance to deal with the customers that are physically in the store.

I agree with what this guy is saying though, Lowes wastes too much time when a customer is there. They should focus on who's in the store and then worry about calls to the store later. Too many people lazy to make a trip to the store, christs sake the store is open 15 hours a day which averages out to 3/4 of a 24 hour period, you can't make time in your day to get there, wait for your vacation is all I can say.
Carie on 08/13/2013:
I totally agree with this original rant and review is 150% accurate.

And you damn straight I assume too much. I purchased a washer from Lowe's and paid a lot of money for it. It has taken them 5 days and I still don't have it. I get a phone call every night telling me it will be delivered the next day and between what times and it never shows up. Today, 8.13.2013, I lost it and called the manager who advised me that he cancelled my delivery with no reason why. He couldn't care less that I spent so much money on something that was in stock, I was reassured 3 times it was in stock, and I told him I was coming in for a full refund. All he said was, if that will make you happy.

I went in and received my refund went to Home Depot and purchased the same machine for less and had it this afternoon and working. But, before I left, I made a point of walking back to the appliance department and informing every potential customer thereof my experience. I was happy to say, they all walked out. Freedom of speech folks, it goes a long way.

So, Lowes not only lost my order but, I bet I cost them a few thousand dollars in the few folks I shared my story with. And to tell you the truth, I don't care. They don't care about me, why should I care about them.

I can tell you this, in the almost 6 years my co-workers have worked with me, they have seen me in stressful situations before but, they have all commented that they have NEVER seen me lose my tempter like this ever. So, just one more note, Lowe’s brings out the worst in people.

After going in to get my refund, Lowe’s can bet, that will be the last time I step in their doors again!
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Window Replacement
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Rating: 1/51
COLUMBUS, OHIO -- Needed repairs for water damage around window and window replacement. Dealt with 3 people:

1- Sales
2- Evaluator of the problem who ordered replacement lumber and materials
3: The "replacer"

The third person seemed to be a replacer only and did nothing about the water damaged board supporting the window.

Needless to say much of the material I had paid for was not used. I was told I would be reimbursed for the material not used....that didn't happen either.
     
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Completely Unacceptable, Never Again
Posted by on
Rating: 1/51
WEST ST PAUL MN, MINNESOTA -- First window order had to be reordered three times due to excessive damage. Most recent order I was told three different delivery dates and still no windows. Never again will I or anyone I know shop Lowes.
     
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Unreliable & Unaccountable Order System
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Rating: 1/51
LITTLETON, COLORADO -- I placed an order online for two garage doors 6/22/13; the estimated delivery to the store was 7/12. Lowes sent me email confirmations and a survey request after this date, but never notified me that the doors were ready for pickup, so I called 8/11 to find out if they were ready. The customer service representative told me that his system showed that the order had been cancelled by someone at Lowes on 7/1. Nobody ever notified me that the order was being cancelled.
     
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No Prices on Website So Stupid
Posted by on
Rating: 1/51
ONLINE, COLORADO -- They don't have prices on their website. They have lost my business forever. This is how people shop now and if they don't want to even attempt to be competitive then they don't deserve my business. Even if they have a lower price, I prefer to spend my money elsewhere.
     
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Bee on 07/19/2013:
Umm... when I checked the Lowes website, it simply said enter your zip code for pricing and availability. So they do have the prices on their site, you just need to give them the zip code first.
Fast327 on 07/19/2013:
I look at Lowe's website often daily and they do have prices listed. Bee is correct, you must enter your zip to get your nearby store's prices.
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