[X]

Lowe's Flooring

Star Empty star Empty star Empty star Empty star
24 Reviews & Complaints

Most Popular | Newest | More Options >
More filter options:
Lowe's Flooring Installation "Policies" Are Out of Control
Posted by Kingmd75 on 11/17/2005
MADISON, TENNESSEE -- I used to love Lowe's. It's cheaper than Home Depot and they have better deals than just about everyone on appliances. Lately, Lowe's is turning me into a bitter, angry person.

Two months ago...

It started simply enough. My husband and I decided to take advantage of a 0 interest no payment promo and have laminate and ceramic flooring installed. We picked what we wanted on a Saturday and got with an employee about arranging a measurement. The employee assured us that a subcontractor would be calling no later than Tuesday to set a day. So, Thursday...We called Lowes. The sub finally called Friday and came to measure Saturday. He measured quick, quick and said nothing about how big the space was. Not very, so it didn't occur to us to be concerned. The guy said he'd fax the measurements to Lowe's and we could pick up our estimate by 5pm.

So, about 5:30 we go to Lowe's to get our estimate. The kid who was working the flooring department didn't have a clue about anything. There was nothing on it in front of him and he said we'd have to wait until the department manager came back from his break. Which was at 6. We waited and the short of it is it wasn't there. And even if it was there it would take a few minutes to work up the estimate. The manager said he'd call when it was ready, which should be by Tuesday. So, Wednesday...We call. Not ready. Thursday, my husband stands in front of the guy with our unhappy baby and waits for an hour while he gets it together. We look it over and it seems pricey so we decide to do the laminate ourselves and let them do the ceramic. We do the contract on a Saturday and the Lowe's employee tells us that the sub will be calling us Monday and there's no reason why we can't get this done by Friday.

Right...So, Tuesday...We call. On Thursday we finally hear from the sub. We set the install for Monday morning. We spent the weekend pulling up carpets and moving furniture to save money. Apparently, that's extra labor. So, Monday the guys come and this part is good. They do a good job. I figured it would be a 2 day job even though no one mentioned that, so I wasn't upset when they said they'd be back Tuesday to finish up. So, Tuesday they finish and it looks great! And this part's our fault...We changed our mind. Shocking, I know. The tile looked so good we decided to have them tile part of what we were planning to put laminate on. So, the phone call runaround begins again. One week later and after many games of "so and so will call you back", we had our estimate. Ready? $2600 for our tiny little dining room. We thought it couldn't be more than 100 sqft!! So what's that all about? We get a look at the estimate and it says that we are being charged labor for 150 sqft plus other misc fees that no one could quite explain. That seemed like a ridiculous amount of space so we measured ourselves. We came up with approximately 102 sqft. ??

We contacted Lowe's about this discrepancy and they said they'd send someone out to measure again. But they felt like the installer was just padding the labor square footage to allow for waste. She said that like it was ok. Does that sound dishonest to anyone else? Anyway the second guy comes to measure and I took a more active roll this time. I stood over him asking questions and had him remeasure the part that had already been tiled. We had a feeling those measurements were incorrect also. He measured the dining area and came up with a very reasonable 102, but would estimate up to 105. He measured the kitchen and laundry area and came up with 74 sqft. We were charged labor on that for 100 sqft. He explained the waste issue as this; he charges us labor for the measured footage and then orders supplies for that plus 10%. Very reasonable. Except, Lowe's was saying they were charging labor for the square footage including the extra supplies. Meaning they would charge labor for 115 sqft instead of 105. The installer said if Lowe's was doing that, then they weren't getting the money. The subs had gotten in trouble for that before. The fax they send Lowe's clearly states what is chargeable as labor and what is ordered for supplies.

Now...

We've been in a 2 week runaround with the store manager trying to find out what their supposed to charge us for. He says it is store policy to charge the customers labor on square footage that doesn't exist. When I say that is dishonest, he says he has to talk to his area manager to find out if he can just charge for the actual area. He's supposedly been trying to do that for a week now. Today, I told him he should just make a decision so we could go over his head if we needed to. I'm tired of it. I'm tired of Lowe's and I'm tired of my plywood floor. His decision is that the estimate stands, with the extra square footage. He insists that's store policy. It's store policy to take advantage of your customers? He says that's what the estimate is for. If you don't like it, you don't have to do it. Where on the estimate does it state you are being charged labor on extra square footage? That's store policy he says, no one has ever complained before. You don't think it's misleading and dishonest? Store policy, he says. I don't see how it's not cheating the customer to charge labor on square footage that doesn't exist. It makes sense to order extra supplies, they can always be returned. But labor?? That's just wrong.

So, now we still have a plywood floor that Lowe's will be putting tile on when hell freezes and we've contacted the regional VP about a refund on the 74/100 issue.

The moral of the story is: Lowe's "store policy" on flooring installations is misleading and dishonest.

     
Read 17 RepliesAdd reply

User Replies:Close comments

Posted by you r stupid on 2005-11-18:
First off Home Depot is usally cheaper then Lowes on just about everything in my area, but even if it weren't you could of always had HD match the price and they give you another 10 percent off because lowes was cheaper.
Posted by kingmd75 on 2005-11-19:
This is more than a matter of not liking the estimate they gave us. Part of it is done now, so it's a little late for an HD price match. The issue is we didn't reallize they were overestimating the square footage. We know now, so we have to get them to give us our money back. I would also be willing to bet that anyone who's had flooring done by Lowe's installers has been cheated. We spoke to a guy at the regional office who said that the stores are supposed to give you your money back on the labor when you return the extra supplies. The manager of the store in Madison, TN didn't know that and the estimates do not make it clear that the shown square footage is at least 10% higher than your actual square footage. So, I bet Lowe's owes money to lots of people who don't even reallize it.
Posted by 504lowes40 on 2006-03-30:
I am a flooring specialist. on carpet and vinyl installations you will be charged for labor on ALL materials handled including waste. Why? you cant return scraps and trimmings. On Items like hardwood,laminate and tiles You are charged for labor according to room size and not waste because you can return whole boxes of wood and even single tiles.
Posted by Bodashustatas on 2006-07-14:
The problem as I see it is that you know everything. Or not, this is a retailer! They have only been doing installations for 10 years or so. There is a lot to learn by everyone involved. Lowe's is very good at being a retailer. They have been doing that for more than 50 years! Maybe you should hire an installer who also has 50 years of experience, not 10!
Posted by nina09 on 2008-03-16:
I totally agree. Their customer service is terrible. They charged me $35 to come and measure my flooring. It has been a month and no one called. I visited the store to ask for a refund as i didnt want to wait anymore. They said someone would call soon and that they cannot refund the money. They wont refund the money nor come to measure???? it has been 2 months now.
Posted by installer1974 on 2010-05-17:
I do not work for Lowe's, yet I have been an installer for many years. All I can say is, you WILL be charged for materials handled. if you have an 11x15 room to carpet, and you order a 12x15 roll, be prepared to pay for the extra yardage as materials handled. If you want to go to the store, cut off that extra foot, dispose of it, and not have to fondle it hoping it doesn't destroy your new wallpaper, then you won't be charged for it. If you order some laminate that comes in 20 square foot boxes and you have 102 square feet, prepare to pay for 6 boxes at 120 feet and ask for the extra boards to keep. A company will not sell you a half box and keep the rest. Imagine going to Walmart for some cupcakes for your kids birthday party and saying we only need 22! Tough cupcakes, you have to buy 24 in two 1 dozen boxes, and you eat the extras. While I'm sure the store could have explained that to you a little better, it's still not fair to blame the store for a little overage as these products come (and have to be handled) in units. The list goes on and on, if you need 5 spark plugs replaced, the mechanic will charge you for 6. If you only want a single nike shoe because you have one leg, you're gonna have to buy the pair etc.
Posted by Pastlady on 2012-07-30:
Lowes flooring installation...BEWARE

Our family decided to install tile flooringin the section of our house that is built on concrete slab. We went to our local Lowes store and looked at flooring. We really liked the Rialto White 12x12 tile. Not knowing how to install tile , we asked Lowes to send one of their contractors out to measure our floor and give us an estimate. There was a $35.00 non-refundable estimate fee, that would be rolled into the job if we signed with Lowes. We were told that for installation, Lowes charges $5.97 per square foot. On Tuesday July 24, the measurer and installer, Walt H. came to measure. He was friendly and told us he was second generation in his company. This gave us confidence in his expertise. The next Thursday, 7-26 we went to the store to collect some samples of the tile, and while there were handed the estimate.

The amount of tile indicated as needed on the form was 805 square feet for tile, amounting to $1,762.95 for the tile.. The amount for the installation was $5.97 x 805, or $4,805.85. There were incedentals, like thinset and grout. The total was $6,807.64.

This estimate puzzled me greatly. The reason was that my husband and son measured the amount of flooring that we had, and the total they came up with was 663 square feet (another company had measured our floor and reported it was 680 square feet, at least in the ballpark). This was supposed to be an experienced professional doing the measuring, but the numbers were greatly different. I know that there is a percentage added to the amount of tile you get for waste. But adding the 10% extra for waste would only bring the total of tile needed to 725 square feet. We would not expect to purchase more that that with experienced, professional installers on the job. So they expected us to purchase 80 square feet we did not need. I know we could return this, but it would be stupid, and inconvienient.

Then there is the issue that in the estimate we got it stated that we would be charged the installation on the 805 square feet on the form, not the actual 663 square feet being installed. We were expected to pay to install phantom flooring.

So Lowes wanted us to buy a large amount of product we did not need, and then pay an installation fee on it, whether or not we needed it. This seems to be a nice arrangement. For the business. We would have paid around $1,000.00 more for the job than needed.

Even adding in a few square feet if we measured poorly, this seems to be padding the charge excessivly. When we first called Lowes and spoke to Jeff in flooring, he said they figure the footage according to the measurements they are given. So their measurements must have been close to that. When I asked why we were being charged for 805 square feet of installation, he said the installers are paid for every square foot of product that goes out the door (not the amount of square footage to be installed) ! I then Called Walt H who did the measurement. I asked why the square footage was so high, and told him what our figures were. He said his measurements were close to ours, and that we should call Lowes again, perhaps have a remeasure and have someone else install it, and quickly ended the call. I called Lowes again, and was told I should call the central office. I spoke to a Olivia, who took my complaint. Someone from the central office said the manager of the store would call me.The manager of the Lowes, Kim called me, and I spoke to her and told her the situation. She said she would look into it. I said I felt cheated, like someone tried to take advantage of us. Later, Mike from flooring called to ask if we would be using their installation service. I explained the situation to him, said I had no longer any trust in the integrity of Lowes, and would also try to get the tile elsewhere. I stated that there was something wrong with this, and I would be putting this infromation into a review to warn others. I also called the FTC. I also let the BBB know.
I also want my $ 35.00 measurement and estimate fee returned. I have no problem paying a fee when I know about it, but I do not like paying someone to try to rip me off. I will pursue this. The final thought is that we feel so insulted that someone in this process considered us so stupid and gullible that they could blatantly inflate the charges on our job. Do we look that ignorant? Or do they just do this to all their customers? Makes you think.
Posted by miss g on 2012-11-17:
The 10% overage is to account for waste..meaning tiles that are cut, you loose approximately 10% to waste..the installer is handing it, cutting it..etc, therefore is paid for this..period. It is not phantom installation, or tile..it is waste from a tile that was cut.
Posted by Nelle on 2013-06-14:
Keep away from Lowes...what a rip off. They did the same to me. They over estimated my carpeted areas in my house by an extra 98 square feet. My laminate flooring in the other part of the house was over estimated by 127 extra square feet. I had a great experience with Empire...and I was given a reasonable price.
Posted by Nicki on 2013-08-03:
Yes, I can see your point. I understand paying for the extra 10 percent of material. Installation charges are based on the space they are covering. This should not include ten percent more space! That makes no sense.
Posted by Greg on 2013-08-12:
I went to Lowes here in Indy yesterday (Sunday) and scheduled for measurements. I was told about the fee for measurements. Iw as doing carpet upstairs and vinyl in the basement bar. This required two separate orders. Gentleman set up one order for the $35.00 and set up the other for .01 cent so I would not be charged for two orders. He also put in a request for the same company to do both measurements. That night I received a call from the lady that would be doing the measuring. We set up for the next day which was today at 3. I was told I would get a call about 20 ministers prior to,arrival which I did. She arrived at 3 and started the measurements. She used a laser measuring device which fed directly into her tablet. When complete she showed me the exact measurements that were recorded. She then showed me how the system arranged everything accordingly to maximize waste. It showed a 16% waste on the carpet portion. She told me that she would look closely at it tonight and get that down to about 12%. She measured the linoleum part of the job and there was 2% waste but only due to the linoleum choice I made was a 13' 2" width and my area was only 12' 6". I was told I would receive a call from my associate at Lowes within 24 hours. We will just have to wait and see how that goes. The associate at the store helped me pick out the two samples on Sunday and wrote on a card that I was not to be charged the deposit on the two samples. The cashier was not willing to do that so I asked her to call him. She did. I did not pay the deposit. Granted it was a refundable deposit but it was very nice of him to waive that fee. I chose a high end carpet with the highest grade pad. He said he would work to get the price down a bit. Again we will see how that goes. So far this has gone better than could be expected.
Posted by Kevin on 2013-08-16:
You should have gone to Carpet One Floor and Home. They are the best!
Posted by Sarah on 2013-08-26:
My family has owned a small mom and pop store since 1971, Lowes does over estimate on all of there jobs (at least everyone that I have seen), with that being said. Everyone should stop promoting the big box stores and shop local. You will get a better and honest deal.
Posted by lnvb on 2013-09-29:
lowes is no good
Posted by Patricia on 2013-10-24:
Tile is not that difficult to install. Yes it takes some planning and a tile saw, but no way would I pay $5.97/square foot PLUS materials. Take a class and start with a small room to get a feel for it. We just did our two bathrooms, dining, kitchen, laundry room and all closets. I'm betting we saved at least $3k in labor costs.
Posted by Wayne on 2013-10-28:
Here's my experience with Lowe's, (For the record I like Lowe's but will never get them to install anything again) Selected Lowe's for my carpet install of Stain-master carpet, my son was home when the estimator came so he didn't ask any questions like I would have (not his fault) the came back with the estimate which I thought was fair, then came installation day, The brain dead estimator decided to write the estimate up changing the color of the carpet in the middle of the hallway as opposed to under the bedroom door. I caught the installers before they went and did this but then the had to piece 3 pieces together to make it the right color. I called Lowes and they said they would fix it.Hah! They wound up ordering a new piece they found in the same die lot to come back and replace the hallway carpet. Sounds good right? Wrong. They have been back twice now to try to get the carpet to mend to each section correctly. Each time I call they don't want to hear it till I have to call the store manager and get him involved. I've pretty much given up on any hope that it will be fixed correctly. My advice to Lowes, hire your own people to do the measuring and installation, otherwise until then and until you stand behind what you sell, your useless as a carpet co.
Posted by tileman on 2013-11-01:
I'm sorry you have had a bad experience with your Lowes tile install. I have been in the tile and flooring trade for 20 years now. I install tile in all areas of the home as well as commercial. Your estimate concerns with job waste are understandable. I compete with many and some charge labor on exact sq.feet while others include the waste factor . I support the latter. Here's why.. if your room is 100 sq ft exactly (net) and you want a tile installed as let's say on a diagonal or an off set design maybe even jusy square set, you really need to figure for the proper waste ..this depends on that pattern and tile size also. Large format tile especially needs a larger waste allowance. I try to explain to clients that if the extra tile or materials needed weren't available on the job site, it would not get completed.. and since we are "cutting and fitting "these extra tiles we are actually working harder to install them as opposed to setting a full tile. I have worked for many retailers including Lowes. They all have the same policy.. It is not dishonest. Its common sense. And fair.My competition sometimes plays that "we only charge for exact dimention" policy, buy they always make up for it my jacking up the price or adding other "built in" charges. Hope that clarifies things. "Let's do this" lol.
Close commentsAdd reply

Cloudy Film/Dirty Engineered Hardwood Floors Installed By Lowe's
Posted by Jbarber8 on 05/14/2008
MINNEOLA, FLORIDA -- We had these floors installed Nov 2007. I noticed the first day that some boards appeared dirty. I thought it would go away or that the glue was still wet on some boards. I called for some follow up - minor issues of a nail which kept coming up and a gap between the quarter-round and the trim, etc. and when the installer came I showed him the dirty looking boards and asked him if some glue got on top of some boards by accident. He said sometimes they come dirty in the box and I need to go to Lowe's and buy their special floor cleaner which he said was $15 a bottle. I don't mind cleaning my floors when I get them dirty but I thought this was ridiculous. He didn't name the product so even if I want to buy it now, I don't know what it is.

First I tried cleaning them with water. Could not get it off. I tried Method hard wood floor cleaner since it is very gentle and non-toxic (we have 2 babies). No dice. Afraid to put anything harsh on the floor, I called for a second follow-up visit and this time the installer did not return my call.

I followed up directly with Lowe's again by taking photographs to their store. It's hard to get a good picture because the flash washes out the filmy look but I think I took some pretty good ones, including one dated 6 days after the floor was installed! (I sent them to this site to have them attached to my complaint). Two reps visited (one a manager) and both agreed that certain boards sure did look cloudy-filmy-dirty while others were clean and shiny. I pointed out that the cloudy film is even in spots we don't walk such as under the couch and the carpet. They said this looks like a defect in the product (Mohawk) and an independent 'flooring specialist' would visit. He came the next day. He was in my home less than 3 minutes. He asked me no questions but took pictures.

I offered the information about the cleaners I had tried. By now the floors are 6 months old. I told him I have cleaned them 6 times: once with water and 5 times with Method; 3 times on my hands and knees with a cotton cloth and 3 times with a sponge mop. I even had a professional cleaning lady come and try to clean this up! Yesterday I got a letter from Lowes stating the flooring specialist decided that the problem with the floor is "buildup of cleaning products on certain spots on the floor". He stated he could see mop marks on the floor and that when he wiped the floor with a white cloth, some black came onto his cloth. Hello?! I mopped 10 minutes before he got there to get the babies' fingerprints off the floor. Of course he could see mop smudges. I am not complaining about mop smudges.

Of course he still got dirt on his cloth when he wiped the floor - does anyone with 2 kids not have dirt on their floor even after mopping? We live here - it is not pristine even after mopping. NO he did not move any furniture or the carpet to see the dirty boards where I have never mopped. NO he did not ask when the problem started - i.e. before I had ever mopped the floor with even water. How does he explain that the marks were there on day 6 when I had not even dry mopped it yet? He marked down incorrectly that we have no pets when we do (again, he asked no questions). If he guessed that incorrectly, I think we can safely assume he made up everything else he wrote too. I don't know if he's inept or just calling me a liar. I have many witnesses who saw the new floor, including my neighbor, who works at Lowe's.

I asked this neighbor if the floors looked normal and when he said no, that is what led me to call Lowe's back in the first place. What next? Do I just eat the $5500 we spent on this floor? I hate that it always looks dirty and I'm very angry. I advise never purchasing anything from Lowe's. We were considering some kitchen upgrades but we won't be going to Lowe's.

Update: 6/3/08 - I phoned Lowe's to follow up on the ridiculous report from the "3rd party floor specialist". I give them credit for calling back because they know I must have been angry after reading his report. They provided a bottle of their special cleaner, "Bruce Hardwood Floor Cleaner" and a special mop. The mop handle broke off with the first stroke, so I can't recommend that. The cleaner left the floor clean and shiny - no fingerprints. Unfortunately, the cloudy look remains on certain boards - absolutely no change in its condition. Their rep said he doesn't know what to do next but will research and will call me back.

Update 6/27/08 - A second independent flooring specialist was sent by Lowe's. This man seemed very informed and reasonable. He explained that they have mixed boards from two different lots into my floor, which has caused some to appear shiny, and some less shiny, which leads to the "clean" look on some boards and "dirty" look on others. He stated at a minimum he will recommend that Lowe's pull up one or the other and replace so that all boards match. He stated he will advise them it will be easier to pull up the entire floor because the dull boards are peppered everywhere - not like they opened and used one box & moved on to the next. SOOOO, since we will be pulling up the entire floor anyway... I asked him about a second problem with the floor (a commenting person also mentioned this), it shows every fingerprint and footprint. Once mopped, it looks clean until someone walks on it. I asked if I should pick something else. We were shown several kinds of floors by Lowes and picked this because it matched our cabinets. It also stood out because it was the one non-glossy sample. The other samples were much shinier - obviously a different finish. I asked if a glossy finish would hide the fingerprints/footprints better. He answered, "all laminate flooring pretty much does that." What? What Laminate Flooring? Did I hear him right? My husband asked if we should have it refinished and he answered, "you can't refinish this." We were told by Lowe's that there are 3 levels of floors, Laminate (fake wood, the linoleum of the wood family), Engineered hardwood (real wood which can be refinished up to 3 times, constructed in layers to allow for expansion) and solid hardwood (which you can't install in Florida because it doesn't allow for expansion with humidity and because there is no subfloor to nail the boards to). We checked our invoices/receipts and they say "engineered hardwood" all over them. So after he left my husband got on the phone with Lowe's, and we're now trying to find out if they even installed the right thing. $5500 for one room (laminate, no less) and look what I am dealing with, still. Have I said it enough? - - - WE HATE THESE FLOORS!

Update 7/18/08 - Lowe's is giving us a credit for the materials and allowing us to choose a different floor. We may have to pay the difference for the materials, but that is OK - we will do what it takes, within reason, to get rid of these awful floors. We are looking at a Bruce Hardwood glue-down floor. I'm off to read the My3Cents reviews of Bruce floors. Yay!

Update 8/14/08 - replacement floors backordered until 9/20/08.
     
Read 8 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2008-05-14:
Just curious...did you ever try the cleaner that was initially recommended by Lowes? Given the expense of the floor and the lack of interest by Lowes, perhaps you could hire an independent flooring expert to look at the floor? It would be best if you could find a local Mohawk dealer who may be willing to take a peek at the problem and write his recommendations. If he disagrees with Lowes, get another opinion...to get two refutations to Lowe's expert. If your own expert agrees with Lowes, you are probably out of luck. Good luck with this.
Posted by dan gordon on 2008-05-14:
I'm a former district mgr for Bruce Hardwood so let me try. Is this a glue down floor? Are the smudged areas where two boards come together on the edges? Most likely they used a urethane glue which is required. Most installers wipe the excess glue off but they don't change rags often so they leave a haze over the new wood. This won't come off by using normal cleaner. If you have a handy local hardwood dealer see if they have some urethane glue cleaner and try it. Continuing to use water, murphy's or the gozillion non recommended cleaners out there will make the whole thing look worse and will only give ammunition to deny your claim.
Posted by jbarber8 on 2008-05-14:
Hi Dan, It is a floating floor and when I asked if the installer could have gotten glue on the boards, he told me they don't use any glue - they snap together he said. Do you think he is mistaken? The problem is located where the boards come together but not on all boards. I used the Method because it's gentle, non-toxic (important when little kids do things like drop food then eat it off the floor) and environment-friendly plus just $5 a bottle.
Posted by jbarber8 on 2008-05-14:
I forgot to mention, the floors do not feel sticky or tacky at all. They just look dirty.
Posted by dan gordon on 2008-06-10:
some floating floors are still glued at the tongue so even if its a snap together floor some installers will add glue.
Posted by mrsleprechaun on 2008-06-25:
I too have engineered "wood" floors from Mohawk. My builder put them in my house and three others in my neighborhood and all of us who have them are grossly dissatified. They never look clean. They always have smudge marks and footprints on them. Besides that, almost everyone thinks they are laminate because there are three boards together in each plank and the surface simply does not look like real wood. I was told by a Mohawk representative to use 1 part vinegar to 10 parts water, put in a spray bottle, and wipe immediately with a dry cloth. My neighbor uses the Mohawk wood floor cleaner. Another expert on wood floors told me to use windex, yes windex. All these things work for about 5 minutes. Literally, the floors look clean till someone walks on them. Barefeet, socks, shoes, it doesn't matter. They also told us when we moved in (when I insisted the floors must be laminate despite their advertising hardwood), that the floors could be sanded and stained 3 times. Now they are saying they can be sanded 1, but only by a very careful expert. I don't think they would even hold up to that. Mohawk should stand because these rotten floors! (They are floating, btw, so no glue marks going on.)
Posted by nowoodfloors on 2011-09-02:
I have had a similar problem with the hardwood that was installed by The Home Depot. They installed Bruce Hardwood in three rooms in my house about 4 years ago. After a while I started to notce footprints on my dining room floor when I reported this to The Home Depot they sent an independent company to check the floor. The result was that they said I have used something on the floor to cause this and they will give me some board to replace the ones that are defective but they can not guarantee they will match and I will have to have them installed myself at my own cost, I have only ever used a dry swiffer cloth on the floor and no one seems to be able to tell me what I am supposed to have used on it, as you can imagine I ame not very happy with The Home Depot and will not be purchasing anything else from there. I suggest before you buy anything from The Home depot you find out about their warranty and get it in writing in advance because the idea they give you of 100% customer satisfaction is not true.

Thank you
Posted by pam welch on 2013-07-17:
mistakes happen, and the installer should have ni oticed. usually lowes uses recommended linstallers who would have stopped when they saw the different woods.
glad they are redoing it for you though. i think i will see about a store with experienced installers
Close commentsAdd reply

Poor customer service
Posted by Elizabethismad on 10/10/2004
TEXAS -- To make a very long story short, Lowe's took 4 months to deliver my flooring for our new home. We were to have wedding at our home, and [aid Lowe's an incredible sum to deliver and install this flooring as a remodeling project. No phone calls were returned, got the run around from the employees all the way up to the store manager, and even from corporate. They offered a discount, but that's kind of pointless isn't it? From what I have heard since this began, lots of people have had similar experiences with Lowe's. We are very unhappy with this company and obviously, they have lost our business for any future home improvement projects.
     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by mantha on 2004-10-10:
Im sure home depot will welcome you with open arms
Posted by Truth on 2004-10-14:
Did you really wait that long ? You should have ask for your money back way sooner!
Posted by AZJEM on 2004-10-27:
Please tell me it wasn't your wedding. I would be sick as there is waaaay too much to do without having to worry if someone is doing their job you paid them for. Also, just a bit of info on the Lowes I "went" to, they treat women like dirt. I was actually getting my paint remixed as it was not the color it was supposed to be. The guy wanted me to buy a whole new Huge bucket of paint (right) and then while I was still talking to him he saw a man approaching to pick up his paint and just flat out ignored me like "go away, I'm done with you chickiee" I now have an account with Home Depot and have been finishing redoing my house.
Close commentsAdd reply

Plain and Simple - LOWE'S SUCKS
Posted by Ljshaw on 01/02/2010
At the end of November, I visited the Lowe's in Rutherford NJ to purchase flooring for my new home - carpet and engineered hardwood.

Flash forward to December 14 and I'm told that a 2 day job is now a 3 day job because the installer booked a job in the middle of my job.

The installers arrived on time but the owner of the subcontracting company left shortly thereafter.

Day 1 - The carpet installers scratched and marked my walls with the rolls of carpet. The removed my stove to put flooring under it (even though I had told them otherwise) and left the oven in the middle of the kitchen.

Day 2 - they worked 1/2 a day

Day 3 - I had to take a day off of work to be there. The stove was still sitting in the middle of the floor, now covered in filth.

I received 3 calls from the installer pressuring me to sign off on the job. I refused until I was able to inspect it.

I went to inspect it and found a dented board that I asked to be replaced. My decorator found a number of other issues, including both nailing and gluing of the floor - which nullifies the manufacturers warranty.

My stove was still sitting in the middle of the floor, just outside my kitchen.

That night, I got a call from my painting contractor, telling me that the Lowe's crew had damaged one of his tarps, had shoveled garbage into one of the bathrooms, and damaged the bi-fold doors near my bedroom, had ripped out my phone wires, had removed a piece of base molding and had dripped coffee and left sugar packets on the freshly painted window sills.

I called Lowe's immediately and was assured that they stand by their installers and their work, and that on the following Saturday, they would send a representative to inspect the work.

A woman named Michelle came, took pictures and assured me that any fix up work could be done by my painting contractor, and that Lowe's would pay for the repainting, what ever repairs were needed, and a new oven if it had been damaged by the dirt. She also saw the garbage that they left on my front lawn, including chunks of wood and lunch packaging.

I also pointed out that personal items of mine that were stored in the garage had been tampered with.

I confirmed the discussion in an email to her and her boss.

Then I got the nastiest phone call I've ever had - from a man named Chad from their regional office, basically telling me that the problems are minor, and implying that since I didn't see his guys drip coffee on the window sills, that I have no proof that his guys did anything. The Lowe's team also damaged equipment owned by my painting contractors for no reason.

Using logic (why would a painter ruin his own work?) didn't seem to matter.

In addition, the painters had been there for almost a month and not a thing had been damaged, moved or tampered with. The problems arrived the same time the Lowe's flooring guys did.

In the meantime, I had my contractor move the stove back into place and hook it up, and imagine my surprise when I found a damaged piece of flooring that had been hidden by the stove when it was sitting just outside my kitchen.

Yet another inspection was scheduled, and who shows up, but the same rude, condescending guy (Chad) who tried to bully me and once again imply that my painters had ruined their own work.

When I mentioned the promises that Michelle had made to me, they told me that she told them she never said that.

As the left my home, I removed a heating vent so I could put on a new one and discovered about 2 inches of wood chips, wood chunks and other debris that the flooring installers had shoveled down there.

I called the "inspectors" back and watched their faces as their installer pulled out the garbage.

I called Michelle at Lowe's - she is no longer working in the flooring department. Imagine that! She tried to work with a customer and to make a customer happy and apparently they don't like that.

They told me that they have workmen who could fix all the issues, and didn't understand how I would be afraid to use any of their sub contractors after the incredible lack of care their "best" flooring guys showed me and my home.

I had been planning on using Lowe's to install a new kitchen. They lost any possibility of that when they treated me as though I was something that had to be scraped off the bottom of their shoes.

I will never again shop at Lowes.




     
Read 14 RepliesAdd reply

User Replies:Close comments

Posted by dan gordon on 2010-01-02:
Lowes isn't the problem as much as any box store is good at selling stuff but horrible at any installed products. I've been a flooring rep for 25 yrs and any one in the industry knows horror stories about lowes and HD.
Posted by Ytropious on 2010-01-02:
How did rolls of carpet scratch your wall?
Posted by madconsumer on 2010-01-02:
sounds like you should have hired your own contractors for this instalation.
Posted by Class Advocate on 2010-01-02:
I hope you took pictures.
Posted by bcd on 2010-01-02:
What a mess! You should post your story on other blogs. Good review.
Posted by Anonymous on 2010-01-02:
They subcontract everything out. I feel really bad for you. A store should be getting the best and most reputable to represent them. I'd like to have them lay some carpet in my basement. I'm rethinking that one.
Posted by madconsumer on 2010-01-02:
but of course we are only hearing one side of this story.
Posted by Alain on 2010-01-03:
Detailed review. I find it credible. Lowe's has numerous complaints about flooring installation posted on this site. I don't recall ever seeing an official response from them nor would I expect to as that might not be something their legal department would advise them to do. I personally wouldn't trust Lowe's to install flooring.
Posted by ljshaw on 2010-01-03:
Ytropious - when they carried the rolls of carpet and the underlayment for the wood floors, they made no effort to avoid scratching the walls.

madconsumer - If I knew then what I know now, I defintely would have hired a contracter on my own.

I will not allow Lowe's anywhere near a previously planned kitchen install and have hired a very reputable contracter.

I'm not quite sure what you mean by hearing only one side of the story. If you expect Lowe's to own up to their mistakes, my experience yesterday proved you and any other Lowe's aupporter wrong. They even demoted and moved the woman who came to my home and made promises that they refused to keep.

If that's not telling, then I don't know what is.

Thanks to you all for your responses. I look forward to hearing more of them.
Posted by Nohandle on 2010-01-03:
I don't doubt your experience for a moment and I've never done business with Lowes for floor covering. Yes, floor covering companies can ruin freshly painted walls and baseboards in a moment. Trust me on this one. Then it is your responsibility to have the painters back in to repair the damage often at your expense.

Don't sign off on anything until the job is complete. The subcontractors only want to be paid by Lowes who you in turn paid for the work. You'll never hear from them again once you sign on the dotted line.
Posted by ljshaw on 2010-01-06:
Nohandle - I knew there would be marks on the baseboards. But not near the ceiling. I also found gouges in a door frame (recently painted).

They came back to fix a portion of the floor on Monday and instead of walking on the tarp that was covering the stairs, they deliberately moved the tarp and rubbed dirt into the new carpet with their feet. At this time, I'm unable to remove the stain.

I was smart in that on Monday I brought a camera with me to document any new issues. I found flooring that was slipping (I could put a dime between the planks), big scratches on the walls and other issues.

I've already called The CEO's office and am now (supposedly) working with the District Manager to fix the remaining issues with the floor and he told me that my contractor could submit an invoice for the required repairs.

I've asked for written guarantees and was promised them by the end of this week. I doubt that I'll ever see it.

Just in case, I've already called my lawyer.
Posted by Nohandle on 2010-01-06:
I expect you would find marks near the ceiling if a crew dragged in a 12' roll of carpeting and didn't pay attention as to what was going on. Hit the ceilings, upper walls, middle walls and whatever else was around. As far as gouges in a door frame, yep I wouldn't doubt that either. I also wouldn't doubt anyone stating their furniture had been messed up as well. Face it, you had a terrible installation. No one took any respect at all as to your property.
Posted by 6505 on 2010-02-02:
Let's build something together, sure, I think this place and like other's gets the contractors from the local liquor store. These people must have graduated "handyman's anonymous".
Posted by ok4now on 2010-04-14:
I like Lowe's and frequently shop there due to their excellent pricing and sales. I limit this to what I can physically leave the store with or what they will deliver for free. I would never trust ANY box store to do any type of installation or home improvement. They all use subcontractors who basically don't care, want to rush the job and get paid. Yes there are honest reputable guys out there but they are in the minority. I prefer to use local established businesses that have a proven track record with recourse if there is a problem.
Close commentsAdd reply

Don't shop at Lowe's
Posted by Lowesrider on 08/19/2009
I purchased CRYNTEL flooring at Lowes and it started to crack and buckle, I contacted Lowes and they contacted the manufacture which sent someone over to inspect the product. The inspector said CRYNTEL needed 40-60% humidity at all times, they said it was stated on the box but I live in New Mexico with 10-15% humidity and there was nothing stated on the box.
Why sell a product in a state that can not handle the weather? Buyer beware what you purchase from Lowes, they didn't offer anything and they lost a customer for life.
     
Read 9 RepliesAdd reply

User Replies:Close comments

Posted by MSCANTBEWRONG on 2009-08-19:
Thank you for the post. I don't know anything about flooring so I appreciate the heads up.
Posted by Anonymous on 2009-08-19:
That is a good point. Why sell something in a region it cannot be used in? I have no clue what the humidity is around here. Even if it is specified on the box, I know I wouldn't have given it a second thought -- heck, why would it be on the HD shelves in my neighborhood if it weren't appropriate for my neighborhood?

Did you ask HD what help they might provide to assist you with your floor? Perhaps there's something you can apply to it now that it's installed. Maybe they can give you a good deal on your next flooring, if you need to rip this one out. I'd at least see what they can do to help me before swearing them off forever, because when I swear them off, I know they won't help me at all.
Posted by Anonymous on 2009-08-19:
I don't think I would accept than answer. If it doesn't state that where you can see it before you buy, and if Lowes didn't warn you, I'd say they have some liability.

If the statement about humidity is true, why wouldn't it go bad on the shelves?
Posted by dan gordon on 2009-08-20:
get real guys. I was a flooring rep for yrs. There are certain things applicable to all flooring. One is controlling the relative humidity in a home your installing flooring. Its the same requirement for all flooring not just certain brands. Its assumed you know what your doing. Its not a Lowes issue, its a basic issue with wood flooring.
Posted by jktshff1 on 2009-08-20:
This sounds more like an installation problem. A good installer knows that you do not install the flooring "upon arrival" like most of the customers wish. The boxes are opened and the flooring is exposed to acclimate it to the conditions of the house for a few days. This give it time to absorb more moisture content or loose some content. If installed properly, there should be no problems even at 10-15% humidity.
Posted by i_am_canadian on 2009-08-20:
That's really interesting, I never knew that.
Posted by Macordio on 2013-03-07:
Surface Source is sold at lowes mostly because its cheap (winchester oak laminate flooring) dont listen to surface source reps or lowes flooring people that they send out they are only protecting the CRAP product that they push. WORST FLOORING IN FLOORING HISTORY from Brazil to Canada(((junk))) If your a carpenter or installer do not give a guarantee that this will hold up in the real world.. I hope Lowes and Surface source and other names used to sell this GARBAGE to the consumer is taken to court for the damage it causes between the installer and the UNHAPPY home owner. BEWARE BEWARE BEWARE of this flooring
Posted by Macordio on 2013-03-07:
No kidding!!! We installers always dip the flooring in water then hang it over the fireplace seconds before we install it.. You need to pull your head out of there....
Posted by greg handyman on 2013-03-16:
Yes,,,please dont buy this product. It lifted in my hallway and den, in 4 diffrent places. i have read nothing but bad reviews on this flooring. someone said something about glueing it down,but i didnt see that your not suppose to on the install sheet. Can you??? I'm so unhappy about the long term outcome of the flooring. Changing to another brand soon.. I heard they call it Project Source and Surface Source. I think i know why they keep changing the name of it.. mislead the consumer?
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Lowes Flooring Install Ripoff Attempt
Posted by Sncpaulson on 07/30/2012
FRANKLIN, WISCONSIN -- Lowes flooring installation...BEWARE

Our family decided to install tile flooring in the section of our house that is built on concrete slab. We went to our local Lowes store and looked at flooring. We really liked the Rialto White 12x12 tile. Not knowing how to install tile, we asked Lowes to send one of their contractors out to measure our floor and give us an estimate. There was a $35.00 non-refundable estimate fee, that would be rolled into the job if we signed with Lowes. We were told that for installation, Lowes charges $5.97 per square foot.

On Tuesday July 24, the measurer and installer, Walt H. came to measure. He was friendly and told us he was second generation in his company. This gave us confidence in his expertise. The next Thursday, 7-26 we went to the store to collect some samples of the tile, and while there were handed the estimate.

The amount of tile indicated as needed on the form was 805 square feet for tile, amounting to $1,762.95 for the tile.. The amount for the installation was $5.97 x 805, or $4,805.85. There were incedentals, like thinset and grout. The total was $6,807.64.

This estimate puzzled me greatly. The reason was that my husband and son measured the amount of flooring that we had, and the total they came up with was 663 square feet (another company had measured our floor and reported it was 680 square feet, at least in the ballpark). This was supposed to be an experienced professional doing the measuring, but the numbers were greatly different. I know that there is a percentage added to the amount of tile you get for waste. But adding the 10% extra for waste would only bring the total of tile needed to 725 square feet.

We would not expect to purchase more that that with experienced, professional installers on the job. So they expected us to purchase 80 square feet we did not need. I know we could return this, but it would be stupid, and inconvienient.

Then there is the issue that in the estimate we got it stated that we would be charged the installation on the 805 square feet on the form, not the actual 663 square feet being installed. We were expected to pay to install phantom flooring.

So Lowes wanted us to buy a large amount of product we did not need, and then pay an installation fee on it, whether or not we needed it. This seems to be a nice arrangement. For the business. We would have paid around $1,000.00 more for the job than needed.

Even adding in a few square feet if we measured poorly, this seems to be padding the charge excessivly. When we first called Lowes and spoke to Jeff in flooring, he said they figure the footage according to the measurements they are given. So their measurements must have been close to that. When I asked why we were being charged for 805 square feet of installation, he said the installers are paid for every square foot of product that goes out the door (not the amount of square footage to be installed)! I then Called Walt H who did the measurement. I asked why the square footage was so high, and told him what our figures were. He said his measurements were close to ours, and that we should call Lowes again, perhaps have a remeasure and have someone else install it, and quickly ended the call.

I called Lowes again, and was told I should call the central office. I spoke to a Olivia, who took my complaint. Someone from the central office said the manager of the store would call me. The manager of the Lowes, Kim called me, and I spoke to her and told her the situation. She said she would look into it. I said I felt cheated, like someone tried to take advantage of us. Later, Mike from flooring called to ask if we would be using their installation service. I explained the situation to him, said I had no longer any trust in the integrity of Lowes, and would also try to get the tile elsewhere. I stated that there was something wrong with this, and I would be putting this information into a review to warn others. I also called the FTC. I also let the BBB know.

I also want my $ 35.00 measurement and estimate fee returned. I have no problem paying a fee when I know about it, but I do not like paying someone to try to rip me off. I will pursue this. The final thought is that we feel so insulted that someone in this process considered us so stupid and gullible that they could blatantly inflate the charges on our job. Do we look that ignorant? Or do they just do this to all their customers? Makes you think. I have since read reviews where the same thing was tried on others.
     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by Pancakes! on 2012-07-30:

Thank You! I has no idea it worked this way.
Posted by trmn8r on 2012-07-30:
Interesting review. It brings up an interesting question, and that is should labor be charged on anticipated waste? To me the answer is "definitely not". You need to order extra material, but the install charge should be for the actual area installed.

The way I read this, the higher ups both passed you back down the chain without addressing the central issue (unless something is missing). And then Mike called and simply asked if you wanted to go ahead with the install.

I'm glad you reported this. Even if they are allowed to do this, I don't think they should. Sounds like a ripoff alright.
Posted by Tt on 2014-03-07:
I agree with the complaints listed.They advertise a no haggle return policy,but not true! They will not refund the35 estimate and the employees are rude to top it off!
Close commentsAdd reply

What a Disaster!!!!
Posted by Shocking314 on 07/18/2005
DUBLIN, OHIO -- All I will say about the Dublin, Ohio Lowe's Home Improvement Store is that I will never go in it again. We tried, and tried unsuccessfully to have some special order vinyl flooring installed. Eight weeks after placing the original order, the installer came with vinyl that was so badly damaged that it could not be installed. This story goes on and on. We cancelled the order, cancelled our Lowe's Credit Account and cancelled any and all future business ties with Lowe's. We have taken our business elsewhere.
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by annyconsumertoo on 2005-07-18:
my hubby (who installs flooring) hears this ALL the time, mostly about home depot. pays to go to a store that specialize's in flooring. good luck!
Close commentsAdd reply

Do Not Buy Pergo HARDWOOD Flooring !
Posted by Wildhairedwoman on 07/12/2006
BRICK, NEW JERSEY -- Lowes carries Pergo Products and pergo now makes HARDWOOD. Here is my story which still is not settled.We purchased 450 sq feet of Pergo hardwood In January 2006, installed it and in 5 weeks the floor began to dent, as well as develop odd markings where no one even walked. I complained to Pergo who then advised me to go to Lowes where we purchased it and file a complaint. They sent a rep out who made sure the floor was level and properly installed which his report reflected there were no errors on our part, and he clearly stated Yes there are dents and marks in localized areas but his opinion was the floor was not defective..so claim denied. Pergo said their warranty doesn't cover dents, pay professionals to refinish it and Have a nice day. The floor cost $2000 and is on delayed Billing with lowes. Lowes has stepped in but stalled me from returning the floor within the 90 day return policy saying they would try to make this right. As of today,(7/12/2006) after several calls and interactions with managers and reps I am no where. I have reported Lowes and Pergo to the BBB and Consumers and Have wrote to Lowes Credit and had the delay extended for payment and Under federal law act have disputed these charges because of poor quality merchandise.I am done with Lowes either way and As for Pergo Not only are their warranties BOGUS but their Hard wood floors are LOOKing floors not living..I hope I save people from spending their hard earned money on those floors!


     
Read 9 RepliesAdd reply

User Replies:Close comments

Posted by Hugh_Jorgen on 2006-07-12:
Very strange. I installed Pergo in my RV this past winter and that stuff is so hard I can't imagine it denting in place. Im guessing the dents were there when they put it down. Hopefully Lowe's will at least send someone out to replace the defective pieces. Good luck.
Posted by Wildhairedwoman on 2006-07-12:
Hey Hugh No the dents were not there We have a big screen TV and as soon as I rolled it out to vaccum behind it the floor dented. And there is no movement there the floor is level. The rep took pictures and noted floor was level. Hardwood should not dent like that unless it was floated. This floor was glued. Also this not Pergo laminate it is actually supposed to be Northen Oak Hardwood. Trees dont move LOL!
Posted by Anonymous on 2006-07-12:
Do a web search of "Pergo defects" http://www.consumeraffairs.com/homeowners/expo_flooring.html
apparently they've got major problems. Contact the Attorney General and file a complaint against Lowes.
Posted by Wildhairedwoman on 2006-07-13:
Thank you Mrs M I never thought about going the Attorney General Route! Thank you so much!
Posted by Anonymous on 2006-07-13:
Your welcome. fyi: The link to a state's atty.general site is located at the near to top of this page click My Consumer Tools box | select | Contact the Attorney General | and following the prompts. Good luck
Posted by Wildhairedwoman on 2006-07-14:
WEll as of today July 14th 2006 4 months later Lowes has resolved this for me!!! Problem resolved!!! And I have to say Thank you to lowes they stood behind their Customer Satisfaction Guarantee.
Posted by redfish on 2006-11-03:
How did they solve your problem? I'm have ihte same issue with my Pergo hard wood.
Posted by Wildhairedwoman on 2006-11-04:
Wildhairedwoman (11/04/2006)
Redfish I dealt directly with Lowes, as Pergo blew me off! What I did was write this review here you read and then sent it to Lowes via email- WeCare@Lowes.com I sent them a copy of my letter and informed them in an hour it had 150 people read the complaint. I then preceded to file online a complaint with the BBB and consumer affairs. Ill be glad to give u all info you can email me directly at Cmilin3823@aol.com and I will help you if you want.
Posted by Jeanine on 2013-06-22:
Had same problem but floor was ordered by Home Depot. Currently waiting for Pergo inspection because installer is claiming the floors were installed correctly. There saying product defect!!
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Lowe's Doesn't Use BBB Installers - Beware
Posted by RVictoriaW on 06/12/2013
WENTZVILLE, MISSOURI -- This is beautiful, and EXPENSIVE flooring. Lowe's promised us at the point of sale that they would guarantee installation. Just letting everyone know that Lowe's did not stand behind their flooring installation with us. We spent a lot of money on flooring that was incorrectly installed and are having to pay out of pocket to have it re-done. We are getting no response from them all the way up to the President of Lowe's. I won't go into details, just imagine 8 months of inspections, phone calls, not returned phone calls, passing around, etc.

Don't get flooring installed by them! Going on 8 months of really messed up flooring. Bad business Lowe's. We will never shop there again, and hope you heed our warning.
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by John Nicholson on 2013-06-12:
You learned the hard way, but for the benefit of others: never, ever go to a big box store to buy and have them install flooring of any kind--vinyl, carpet, wood, etc. They use sub-contractors and you take a real chance on what you have experienced---shoddy work, no help from the store, etc. We have used small retailers in the local area for decades, one in particular who use installers they trust, do a great professional job and who stand behind any problems. You can save some money going thru a big box retailer, but the odds of having problems is increased substantially. Caveat Emptor!
Posted by Unhappy in Bloomfield Hills on 2013-08-20:
I have had two bad experiences with Lowe's installers. One was for a hot water tank - took four visits to get it right. The other (and current) is for a carpet installer who put down wrong (much cheaper) padding. Hope this correction goes better than last.
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Lack of Customer Service
Posted by Biggs 87 on 12/07/2013
BROWNSVILLE, TEXAS -- Have not been in a Lowes store in several years. Wife and I decided to look for tile for our condo to be installed the next week. 650 sq ft at a cost of over $1700.00. The funny thing is that we were unable to get any associate to assist us with our purchase. After a half an hour wasted in a store that had few customer we just left. How sad. Went to a competitor, several associates were eager to help. We picked out and purchased our tile in less then 20 minutes. Spoke to several friends they to have had similar experiences at the same Lowes location. Guess a store can't make money if they have no one there to take it from your hand.
     
Add reply

Top of Page | Next Page >