ALBANY, GEORGIA -- I went to pick up a customer's 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 meantime the cashier left for lunch and didn't tell anyone about me being there to pick up the door. Time passed 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 Lowe's 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.
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 off 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 break-in 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.
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.
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.
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 flooring. 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 ** 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 ** and **, arrived to install 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, they would 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 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 so they 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.
COLUMBUS, OHIO -- Needed repairs for water damage around window and window replacement. Dealt with 3 people:
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.
LITTLETON, COLORADO -- I placed an order online for two garage doors 6/22/13; the estimated delivery to the store was 7/12. Lowe's 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 Lowe's on 7/1. Nobody ever notified me that the order was being cancelled.
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.
PONCA CITY, OKLAHOMA -- I purchased a metal outside door for my garage. (Small door) It was advertised as white and looked white in the store. But after the carpenter put it up against my white garage it is cream color or off white and really stands out. By right they should make this good. That is false advertising. I will have to spray paint the door to make it blend in. I shouldn't have to do that when it was supposed to be white to start with. The next time I go in there I am going to tell them about it.