PEORIA, ILLINOIS -- First, I want to start this by giving you a bit of information (which, in the long, has no bearing on whether carpet seams should be visible or not, but it will further explain my situation). In 2004, I was thrilled to be able to purchase my own home. It was a bank repo and needed many repairs so I got it relatively cheaper than market value, which is the only way I was able to purchase a home in a nice area. (I am a single parent who receives no child support, is not on welfare, and works very hard to support my family.) It took me three months to fix the house up enough so that we could actually move in, and it was a wonderful feeling.
The people who had moved out tried to fix the place up and actually laid carpet before they left. However, they just threw it down. It was not stretched or tacked, and the seams were held together with duct tape. I ripped most of it out, but because, at that point, I was even lower on funds than normal, I had to leave the piece in the living room and part of the hallway (I laid vinyl tile in the other areas). The carpet in the hallway looked horrible, but since I live from paycheck to paycheck, it would have to do until I could come up with the money somehow.
Back in March 2007, my great-aunt, who was like a mother to me, passed away, and in September, I received a small inheritance. It wasn't much, but it was enough to get carpet. At the beginning of October, I went to Lowe's. I paid the $25 or $30 to have their installers come out to measure. They were late in calling me to set up the appointment, and I had to call Lowe's to make them aware that no one had called me yet. When the installer called, we set up the appointment for a Wednesday because I get off early that day to take my son to therapy. However, they called to postpone the installation until the following Saturday at 10 am.
However, at 10:30 am, the installers called me to let me know they were running late and would be at my house soon; it was almost noon before they showed up to measure. A friend of mine was going to lay laminate in the dining room (which meets the living room) for me so the laminate was lying on the floor for the recommended amount of hours. The installer commented on the laminate, and I told him it was to be laid in the dining room (so the carpet would meet the laminate). I also told him I wanted the carpet to go over the laminate for one foot. He measured, then left.
After a few more days of waiting for a call, I called Lowe's to get a price on the carpet I had picked out. No one was able to help me because the installer hadn't submitted the information yet. A couple days later, I went to the store, and one of the guys in the flooring department worked up the estimate for me while I waited. I went back the next day to pay and sign papers. I was told the carpet would take two weeks to be delivered to the store, and I was surprised when Lowe's called within a few days to say the carpet was there already. (Looking back I have a feeling they give a longer ETA for the carpet in an attempt to make themselves look better when it arrives early.)
At the time, I was excited that the carpet would be installed a bit earlier than anticipated. However, when the installers called to schedule the appointment, I realized I would have to wait over two weeks - November 5. I moved everything out of the living room myself, and when the installer got here the morning of the 5th, he said he didn't realize that was what I was laying in the dining room and that the carpet couldn't go over the laminate like I wanted (even though it was right in front of his face when he originally came to measure).
He also said that he did not have the transition piece he needed to join the carpet and laminate so, even though I should have been heading to work, I ran over to Lowe's and bought 3 four piece transitions that cost about $28 a piece and ran them back to the house for him. He said he would have to take them home and cut them because he did not have the tools with him to do it there (then why did I have to run over to Lowe's to get them right then?). He said he would finish the carpet and come back later that night or the next morning. He didn't do either.
On the night of the 6th, I called the installer and his wife (I'm guessing) said he was busy because someone didn't show up (too busy for customer that he left hanging?). He came back over a couple days later to lay the transition piece. However, he only used two of the three transition pieces that I bought and didn't leave the other one so I could return to Lowe's. After the installation, I noticed four very visible seams in the new carpet. I thought that maybe after a few weeks they would blend in and be less visible. I was wrong.
On November 29th, I called Lowe's and told them about the seams. I was told that the manager of installation would contact me, but on December 4th, I had to call the store back to find out what was going on. I talked to the store manager, and she had the manager of installation call me back. We set up a time for him and the installer to look at the carpet. They were supposed to be at my house at 6pm, but at 6:30 pm, the installer's wife called to say that because there was potential snow in the forecast, and because he was a few miles away at another job (when he was supposed to be at my house), they were going to have to reschedule for a couple days later.
When the installer and the installation manager finally made it to my house on December 13th, I also informed the installation manager that there were nails sticking out of the transition piece, and we catch our heels on them when walking to and from the dining room, and that the installer measured a foot into the dining room, but he didn't leave me the carpet he didn't use. (The installer claimed that he almost didn't have enough carpet for the job, and that's why there were no straps left. However, when he originally submitted the paperwork, I thought he inflated the sq. footage and ordered too much.)
The installation manager, first, tried to convince me that seams being visible were not uncommon depending on the type of carpet, especially Berber. I told him I understood that, but this carpet is not Berber; it is plush. The seams actually didn't look as bad as they normally did because it was dark outside, and they look worse in natural light. (I can stand in the living room and look down the hallway and plainly see three seams. It is horrible.)
And, nothing was even said about the nails sticking out of the transition piece. They both acted like it wasn't a big deal, and I got the feeling that they were acting like I was making a big deal out of nothing merely because I am a silly ole girl and didn't know any better. They said that I have a year's warranty on the carpet and if the seams start to peel away (which is my fear because that's what my old carpet did) they would come back out (they would come back out, they didn't say they would fix it). The installer did something, I don't even know that, to the carpet seams and left after he told me he would find out what happened to the other transition piece.
It is now December 26th, and I still have not heard anything from the installer on where my other transition piece is, and I still have four, very visible seams in my carpet. I am sick to my stomach every time I think of all that money I spent on this carpet, and how I was treated like a stupid woman. (Maybe I'm wrong, maybe they just treat everyone like they are stupid.) I called back over to Lowe's today and spoke with the store manager. All he did was transfer back to the installation manager who said he would contact the installer and schedule a time to come out and look at the carpet again. Why do they need to look at it again? It hasn't changed.
I've had carpet installed in two other houses years ago, and I have NEVER seen the seams, and one of those times, Lowe's installed it. I am SO frustrated and furious that I spent money at Lowe's for carpet, and it looks absolutely awful. I should have just left the old carpet there and spent the money on something else because this carpet makes me sick to my stomach.
KANSAS CITY, MISSOURI -- Visa charges:
2/14/07 Sale Lowe's 4133.24.
2/14/07 Actual Carpet and Installation Price 4132.08.
3/19/07 Sale Lowe's 1620.00.
3/19/07 Return Lowe's -1716.00.
3/26/07 Sale Lowe's 1296.00.
3/26/07 Return Lowe's -1620.00.
2/14/07 selected and Paid for Carpet and Installation – Setup installation for 3/16/07. We chose 4 different colors for 4 rooms with premium pad. Colors – green 12x15, light tan 12x15, pink 12x19, and grey 12x66. Total Square Footage = 1350. Lowe's had a sale of 20% off of materials and installation. To move one piece of furniture one direction = $30 extra. 3/16/07 installers arrive. We checked carpet condition and colors. The pink had a large stain in the center. We received the light tan at 12x66. Manufacturer sent a darker tan for the 12x15 and the grey was 12x15, not 12x66. Installers only put in the green carpet.
3/16/07 my husband comes home just for this installation so that we can move the furniture. We did not want to pay the extra money. My husband travels a lot for his business. My husband was upset and drove up to Lowe's to speak with flooring. Said they would give us 25% off our order for the incorrect carpet order. Kyle would expedite reorder. We did not receive this discount in writing. 3/19/07 carpet was reordered. Visa was credited $96. 3/22/07 visa showed credit. Called Kyle to tell him $96 was not 25% of $4132.08. He said he would correct it.
3/28/07 visa showed credit. Called for Kyle but had the day off. Spoke with the Manager, Brad. Brad said he would sit down with Kyle and correct this. Brad said the 25% was off materials only. This was new to us. FYI, 25% of materials only ($2745.00) is $686.25. The Visa credit still due of $266.25 has not been shown as of April 8, 2007. 4/03/07 carpet arrives (so much for expediting the reorder). Jim from the carpet installers calls. Installation date set for April 6, 2007. 4/06/07 installers arrive with carpet. I asked if they checked the colors. Everything looked good.
4/06/07 Brian (head carpet installer) tells me he needs 12 more feet of the grey. Calls Jim and Jim admitted to miscalculating required carpet. Jim goes to Lowe's and orders additional carpet. In the meantime, the installers put down the carpet where they could. Our house was supposed to go on the market today, but could not because of the carpet errors. The install was completed at 4:00 pm.
4/07/07 inspected the installation. Pulled out the digital camera and started taking pictures of gouges, smudges, scratches and errors in the carpet. I only did this when I found the master bedroom/bathroom suite had a piece of Carrara marble tile cracked into 4 pieces. The installers tried to hide it by gluing the tile back together.
I also found 1 hole (3/8” diameter) in the dining room, 1 hole in the master bath (1/2” diameter), 1 manufacturer's purple stain (1/2” diameter) in the master bedroom and 1 manufacturer's purple stain (1 inch diameter) in the master lavatory. Our fireplace tile had a glob of iron glue at least 4 inches in length and 1 inch in width. One of my pictures actually shows the iron mark left on the tile (approximately 5 inches by 2 inches).
The pins to the door hinges were not reinstalled completely. The newly carpeted rooms were given a quick vacuum. The edges were not vacuumed. The window sills still had padding and carpeting on them which should have been wiped away. The tiled area where the installers had their toolboxes was not vacuumed. Hundreds of pieces of carpet were left there for me to vacuum up. Our handmade mahogany staircase has scratches and gouges from hammering and moving carpet to the downstairs areas. Some scuffs are at least 12 inches in length.
4/08/07 I still have not edge vacuumed the other rooms. As more issues arise, I will be taking pictures to document this mess. So far I have 40 megabytes of pictures consisting of 57 pictures. I now have at least one entire week of vacuuming, caulking, sanding, repainting and resealing (staircase) that needs to be done before our house can go on the market. Also, the Carrara marble tile needs to be replaced. There is still no carpeting in the staircase and ½ bath due to the miscalculation of necessary carpet.
JACKSONVILLE, ARKANSAS -- They did a terrible job and you can't contact anyone to get it resolved. Lots of promises made when you are face-to-face but they never follow through. Go somewhere else. Originally I dealt with Brandon **. Avoid him and Lowe's for any installation.
CANTON, MICHIGAN -- This is my first experience with Lowe's for carpet. We have used Home Depot in the past with good results. But I decided to check out Lowe's and found some carpet I liked that was not available at Home Depot. After the measure, which was done promptly enough, I visited the store to make my final carpet selections. After waiting an hour for the one employee who could help me in flooring to finish with another customer, I sat down and carefully specified exactly what I wanted in each room.
The employee seemed to feel my measurement paperwork was confusing and had trouble at first figuring out what the exact sq. footage was. But he finally worked it out and I paid for the carpet. The next day he called and asked if I could come back because he needed to verify my color choices. We worked it out over the phone (my first mistake) and he seemed to understand what I wanted.
Carpet arrived, and the install was set. When they got here, the wrong colors and patterns had been ordered for every room. Not the installers' fault, but in the short time they were here, the two man crew gave me the creeps. They lingered far too long after the mistake was discovered and there were lots of questions and comments about my house, and leading questions such as "Maybe we could come back on Saturday if they get the carpet in - are you generally home on weekends? Do your dogs bite?". It felt more like they were casing my house for a future robbery.
Carpet had to be reordered, and I was given a date 10 days out for when it would arrive, meaning 10 more days of not being able to use the rooms and sleeping on a mattress in the family room. I expressed some dissatisfaction and asked about a discount for my trouble and was told they would take care of me but they refused to say how much until after the whole job is complete. One of the managers I spoke to refused to give me her last name.
Carpet arrived 3 days later than I was told, but at least the new install was scheduled for Monday of the following week. I was told they would arrive between 9 and 11 AM Monday morning. At 11:15 AM I called the main office of the install company, which had no idea their installers weren't there. When they called back they said the installers had a problem with their truck and could they reschedule for Tuesday? I told them it would be extremely inconvenient and pushed for them to find a way to get my carpet installed that day.
They then complained they had two installers with truck problems and another called in sick. I was told that no other installer was available to do my install that day and that none could do an extra job in the evening because they don't like to work past a certain time, plus a lot of them that they tried to call don't answer their phones. I was told the installers are independent contractors and they don't have any control over when they start their days, how long they work, etc. So I was forced to allow them to come on an extremely inconvenient day for me, or wait even longer to get my carpet.
I made multiple calls both to the Lowe's store where I purchased the carpet and the installation company, but the so-called managers in both places were very wimpy and basically refused to say anything other than "I am sorry". If I were Lowe's, I would be seriously questioning the choice of company to do my installations - because the company they use gave me the impression that it lets its contract installers run the show.
In the meantime, my husband will probably be home late at least a couple of times this week because he is expected to respond to last minute emergencies at work. With all of the people out of work, I find it hard to believe that Lowe's can't find installers that want to work and will respect the customer's time. I still don't know what financial compensation, if any, that Lowe's will actually offer me.
SIOUX CITY, IOWA -- My husband and I needed to purchase laminate flooring for a bedroom, hallway, and kitchen, and have it installed. After comparing prices, it appeared that Lowe's had the best deal. We have a baby due in January, and so we quickly jumped into action to get this process started.
So on 10/03/09, we went to the store, and paid to have a contractor come out and do a measurement of the areas in which the floors would be installed. The measurement was pretty prompt, but it took a couple weeks before anyone called me to give me an estimate on the cost of flooring and install services. After receiving a call with an estimate, we went to the store to pick out our flooring. We chose in stock flooring, and paid for the flooring and installation services on 10/17/09.
As they would prefer if one of the homeowners is in the house at the time of install, we checked with the sales associate about installation times. My husband and I both work outside the home and no one is home until 3:00 in the afternoon, or on Saturdays. They said this would not be a problem. Once we placed our order, it took a week for our installer to contact us about setting up an installation time. Then we were informed that he had two other jobs that would take a week a piece and wouldn't be able to get to ours until after those were completed.
So, we set up the installation for the first Saturday he had available, 11/21/09. Yesterday, I received a call from the installer saying that he would not be able to come this weekend after all. He had a family emergency and would be unavailable over the weekend.
I understand that this was an unforeseen circumstance, and I realize that things come up. He was very nice, and apologized for the inconvenience. He felt pretty bad because we have already waited so long for our floors to be installed. He offered to contact Lowe's and see if there was another installer available to come out this weekend, and so I said that would be great if he would do that.
Today, I called Lowe's and was informed that there was not another installer available on such short notice. Again, that is understandable. I explained that I understood, and would like to know when they could come. I explained that next week was Thanksgiving, and we would be out of town. The week after that, we were supposed to have family coming out to stay with us and help us shop for furniture for the new baby's room and get everything all ready to go.
The installation service manager I spoke with said that she would contact the installer and see if he would be available to come after 3:00 on a couple weekdays between 11/30/09 and 12/03/09 so that we can get them installed before our family gets here. I am supposed to hear back from the installer tomorrow about setting up a new installation time. I am not trying to be difficult, and both the installer and the service manager were very apologetic and sincere, but it would have been nice to at least be offered some sort of discount for having to wait so long.
For the last month and a half, everything from those rooms other than the stove and refrigerator has been piled in our back hallway, from floor to ceiling. By the time our floors are installed, the baby will be due in only a few weeks. So that will give us just a short time to get everything out of the back hallway and organized, and we haven't been able to purchase any furniture for the baby's room because we have nowhere to put it until the floors are installed.
I am trying to be understanding, but it is getting a little difficult to be so easy going about everything. Not to mention that if this baby comes early, we may not have anywhere for her to sleep!
After calling back and speaking with the sales manager again about getting a possible discount or something for the delay, one of the other installers from Lowe's called back and said that he would be able to come out on Saturday. I told them I very much appreciated them finding someone else to install these floors so that we can get the baby's room ready.
WEYMOUTH, MASSACHUSETTS -- On November 7, 2008 my husband I purchased carpeting from Lowe's for our newly renovated master bedroom, stairs, hallway and enclosed porch. 2 separate carpets, one for bedroom/stairs, and one for the enclosed porch, hallway. We were told it would take at least 14 days and given a date of November 28, as the day it would be installed. After that date, we were told that now it would take until December 12 as the carpet going in the bedroom/hallway was in production and they were going to take $300 off the total purchase. December 12th I contact the store to see if the carpet arrived.
I was told that someone had written in that I was notified and they were going to verify it and call me back. No call back. I waited util the following day and called again and was told the person who took our sale was out but someone would contact me on Monday. The installer called Monday morning and said that he would be busy all this week except for from 3-5 pm today. We set up that he would come out that day. When they arrived they brought in a couple of rolls of installation pad enclosed in plastic with our name on it and a couple of smaller rolls not enclosed in plastic.
I had asked why some were not enclosed in plastic and was told that they brought extra, that Lowe's doesn't give them extra anymore because they started tallying up the leftover amounts and realized that the installers were not returning it, which the installer said they never did return the leftover. Then they brought the carpet in. Right away I said this is not the carpet I ordered (bedroom/stairs carpet). The installer said that he ordered the enclosed porch carpet for one piece but they gave him two pieces. I said I do not want a seam (Berber carpet-seam would be visible).
The installer called the company and they checked and said it was the rug I ordered. The installer went back to the store (with the enclosed porch carpet)and brought back a sample board (which they had just very recently updated all their boards as they do every couple months.) On the board was the carpet with the sample that said very berry. I said the very berry I ordered was a frieze. It was off white, with lavender and raspberry colored flecks in it. The carpet brought to me was a plush/saxony carpet, very light purple/beige tone to it.
Our not so new purchased bedroom set had been in storage at the place of purchase and we were paying a daily fee for it to stay there. This is why they were going to give us $300 off our total order. They said they would check into it, and replacing it would not be a problem, so I reluctantly gave in.
As one of the installers was laying the stairway installation pad down my husband and I went upstairs to see how the seam was coming along on the bedroom carpet, I noticed that the stairway installation pad on three stairs had very large pieces of clear tape on it and questioned that. The installer told me that all installation pad has some tape on it. Down some more stairs, I noticed in a few spots that there was matting with no pad on it whatsoever. I questioned that and the installer said, “Oh I'll fill that in later.”
I noticed that the installation pad on the stairs seemed very thin. Then I took a close look at the extra pad they brought in and the pad still enclosed in plastic. It was noticeably thinner. I went over to feel them and you could feel that the extra padding was not as dense as the one enclosed in the plastic. The other extra padding they brought was discolored and had a brown stain going down the whole center of it. This is what I believe was used on the upstairs bedroom, as the installer at one point told me that that roll was the leftover balance from the bedroom. Now, I only purchased the basic padding. This is the minimum grade of padding that Lowe's sells.
I stated that the extra padding they were using was not as dense as padding in the enclosed plastic. Told them I wanted a sample of each cut and would bring it to Lowe's. The installer who did the bedroom got upset, threw the extra flimsy padding and another roll of padding outside my front door. And said he would redo it. They changed their story several times about the extra padding, saying it was given to them by Lowe's, that it was used on the last job they were on, etc. The installer who did the bedroom said that it wasn't him who did it, and that he was glad I caught them.
So they tried to use a less grade padding that they had instead of the padding that I had purchased. If anything, stairs need a good grade padding. They did minimal vacuuming of the bedroom, and did not attempt to vacuum the stairs at all. They never swept up the enclosed porch in which they opened all the carpet rolls in, threw all the old tacking etc. I inspected the brand new stained woodwork, molding, etc. And saw gouges on several corners, scratches all over the baseboards and gouges on my hallway door trim over 18" in length from where they carried the carpet up. I mentioned that to them.
The next day I went to the store, and looked to try to find the carpet I ordered. As I said, they recently updated ALL their boards and it could not be found. At the Pembroke store, very berry is a cranapple color. Abington store was closed to public as it was under construction so I could not check that one out. I spoke with 3 of the flooring sales people there and the floor manager. I questioned them about the padding and brought samples to show. I asked how many rolls encased in plastic should I have received, they said 6. I said there is no way that kid brought in 6 rolls. Then later, they said not all the rolls would have been in plastic???
I told them everything that the installers did. I also told them that I looked in my dumpster to try to find the pieces of flimsy padding, and old tacking that they wrapped up in plastic, and found several rolls of carpets that were not mine, boxes of tiles, toilet seat, etc. The floor manager did not find what they did as inexcusable. He stated, "Yeh so they tried to use some old padding." I said “That's not right. That's not what I paid for.” Stairs need good padding. It's a fraudulent practice what they did.
I also expressed concern over what padding may have been used on the bedroom floor as I did not see that one they had laid down. He said he'd come over and rip up a piece and check it himself. The floor manager came to my house. He looked in the dumpster and said he thinks that they emptied out the trash that was in their truck. And he was going to ask them which I replied “Oh and they will just admit it.” He said to me they will. And if he found out that they did, then they will pay to have the dumpster dumped (it cost us $749.00 last time).
He came into the house, looked at the roll of other extra padding they brought in and said it can get discolored by not being in plastic. I said fine, but what was the brown going all the way down the middle of it. He assured me that it was the same grade of the one that purchased. I know for a fact, they used the discolored roll on my stairs. The floor manager looked at all the gouges and scratches and said he would give us $100.00 towards the touch up, a $100.00 store gift card. He also offered me $200 if we're to take the Berber carpet in pieces and have a seam on the enclosed porch. I said that's $300, plus $300.00 for the waiting on the carpet.
He apparently had forgot what he himself had promised us. So, he said “Well I will have to go back to the store and come up with a figure.” He asked if they even vacuumed, when he saw the stairs. I said “Minimally upstairs not at all on the stairs.” He said “They are supposed to leave it with all the mess cleaned up.” He left the house and said he'd call me tomorrow. No call. I called them and said you know I just noticed that even though the customer copy has the item numbers of what you now have matching up to your sample boards, it lists it as a plush/saxony type. I ordered a frieze is that where the mix-up could be.
I asked if the floor manager was the store manager, and was told there is someone over the floor manager, was given his name, and was then told but they don't get involved. I said, “Well they may have to.” The floor manager called back and he said someone could have made a mistake. I said “Well you said that you are doing inventory right now, it shouldn't be so hard to locate in your computer system what you had as the very berry frieze.” He said they are inventorying pads only. He stated he would stop at the Pembroke store as it's close to home and he would check to see if a very berry frieze was there and would call me tomorrow.
The contractors I had doing a lot of the work in my house came today, saw the rug and right away said “This is not the rug you ordered.” or the rug that they saw. They had previously gone to Lowe's for supplies and checked out the rug I had ordered. Even they knew it was a frieze, and said it had purpley, pink flecks in it.
The more I think about how Lowe's has tried to deceive me the more upset I get. I believe when they updated the boards, they chose something (probably something lying around on hand) and now named it very berry. When I make the call tomorrow, because I'm sure they won't contact me I am going to tell them that I do not want this carpet, nor do I want them to reorder the Berber carpet and because of their deceit, and their non-felt dismay of the installers deceit, that I plan on taking my business elsewhere.
OKLAHOMA -- I would not recommend anyone EVER have Lowe's install anything. Quite frankly I'm not sure I would even recommend anyone buying anything other than a blender or a plant from Lowe's. In mid-March I purchased French doors and had a Lowe's contractor install them. Two weeks after they were installed we had our first rain. The doors immediately started leaking. I called Lowe's right then and there. They sent the contractor out the next evening and he inspected the doors. He, not surprisingly, said his installation was fine and that the doors must be defective. It took until May 2 to get someone else to my home to inspect the doors.
It took another two weeks for the door company to determine that their doors aren't defective, that it is a faulty install. Oh and did I mention all during this time that Lowe's was supposed to call us with reports and never did? I was in the store on Memorial Day and had to track down the install manager because they wouldn't return our calls. I might could have understood this if my husband or I had been rude to them, but we hadn't. My sister works at the Lowe's I'm complaining about so I don't want to cause any problems for her with her bosses so I have been nothing but nice.
On Memorial Day the install manager told us that there was nothing they could do for us. The door manufacturer said their door was fine that it was a faulty install, but the contractor said his install was fine so we are flat out of luck and will just have to live with it. I told her that was unacceptable and that they will be replacing my door because the door is soaked and molding. She told me no, but that she would talk to the store manager the next day see what she could do.
Surprise, surprise they never called me back. This Monday I called corporate and lodged a formal complaint. Guess who called two hours after I talked to corporate? The store manager. He came out to my house Tuesday and examined my door. He then determined that the weather stripping is defective so the most they will do is replace the weather stripping. We asked him about the door being wet and moldy. He told us to just clean the mold off with bleach and it should be fine. He also said it isn't rotting yet so there is nothing they can do. Oh okay so when you touch the door frame it is soaking wet, but that is fine?
I am calling corporate again to see if there is anything they will do. My local Lowe's solution is totally unacceptable. Especially when they advertise that they stand behind their installs. I am also contacting my state's consumer fraud division. I feel like I should be calling the police instead because I've been robbed and screwed, LOL! I will never buy another product from Lowe's if I can avoid it and I cannot recommend anyone else to either.
CHICAGO-LAND, ILLINOIS -- Many of you may know we have been doing some kitchen remodeling the past few weeks. We had some granite counters installed and decided NOT to go with Lowe's since they seemed overpriced and just contracted the work out anyway. However we DID decide to buy a new double oven from them. We found a nice stainless Frigidaire we liked and decided to take the chance. We really like our sales guy, he seemed nice and we figured if there were problems, we could count on him to help out.
The day we went in to buy our new oven, Lowe's set up a detailing appointment with the contracting group they work with. A friendly guy came out and made sure our new oven was going to fit, and estimated the cost of the install based on the changes to our existing cabinets that were needed to make it fit, etc. Total install cost came to about $225 or so. Not bad considering we had to modify our existing cabinets quite a bit to make the larger double oven fit in a spot that previously had just one oven and a microwave. So once that process was done, Lowe's ordered our oven and told us it would probably be 3-4 weeks. No problem.
The next day we get a call from Lowe's just following up to make sure we were happy with the process so far. Nice of them to follow-up. Two weeks later we get a call. The oven had arrived early! Lowe's had inspected it and found it had a dent in the back. Now since this was going to be installed in the wall/cabinets, the back was not something visible to anyone once installed. I asked if they thought it would affect the unit in any way, they didn't think so and they gave me 10% off if I would take it, or they could just reorder another one for me.
I took the 10% and took my chances. Lowe's then told me I would be contacted by the delivery group to set up a time for delivery. About FIVE minutes later the delivery company calls, and about 30 minutes later the oven is in my home. NICE! Next the install company calls later that day and sets up a time to install for 2 days later (yesterday). Great! Lowe's called again to make sure everything was going well, and if we had any questions. I was blown away by their constant supervision of the process, and their customer service and follow-up.
Friday comes and the installer spends about 3 hours making the cabinet customizations, banging, drilling, sawing...noises I just didn't want to hear. Next thing I know the oven is installed perfectly and it works! Lowe's then called AGAIN the next day (Saturday) and asked how it went, and if we needed anything else. I was VERY impressed with how they handled the entire process and the end result was a quality and timely install. Lowe's has definitely earned some points in our book.
LOUISVILLE, KENTUCKY -- You would think we would learn our lesson the first time around, but no, we decided to give Lowe's a second chance when we decided to redo our floor and countertop in a condo we purchased. We went against our better judgment after our first terrible experience but had and now we are kicking ourselves! The staff can be friendly, but once you pay for the job... Everything goes to HELL and all customer service STOPS!
We redid a kitchen in a home this time last year and it was HORRIBLE. The flooring installer way over estimated the measurements wrong and charged us way too much, so I had to do the measurement myself to prove to Lowe's that he overcharged me by $900! The cabinets were supposed to be installed on a specific date, but cabinet installer never showed. Three weeks later we finally found out in the store from a part time employee that the cabinet person quit on them and they never communicated to me. I called them for follow up daily and they would always tell me they would get back with me, but no one ever called. I had to make all the calls.
The follow-up and communication at Lowe's is the WORST! You would think since they have a install department it would be different. The granite countertop was cut for the wrong sink, so we just dealt with it rather than waiting another two weeks to get a new one. And they never know how to use a coupon... The way they figured the discount still confuses me and not even sure we got a discount. Well enough of that story. Moving on...
So, we just moved to a new condo and thought we just had a bad experience and decided to give them another chance... Well it has happened again. We are in the middle of our project now and the flooring was supposed to be delivered between 8 am-noon. We got a call from Lowe's at 10 am stating they were not going to be able to deliver because it was a condo at the 3rd floor. I specifically told them that it was on the 3rd floor and even paid an extra delivery charge for it. What I found out was that the delivery people complained to the manager and the manager said they did not have to deliver it to the third floor, only the first.
Well, I finally called the District Manager (I found it does no good to deal with managers or staff that work in the store and you must go above their heads). The district manager said it would be fine and they would deliver it to us. I get a call from the manager at noon and she says they would deliver the floor within two hours, being 2:00. Well, they finally arrived at 6 pm to deliver after making numerous calls.
This is just the start... The floor is supposed to be installed Wednesday and we have not done the counters yet... We almost demanded money back and stop the job that we were so MAD but we are stuck and in a time frame for having this complete, so we just have to deal. Warning... NEVER use Lowe's to install or do work. It's not worth it! Even if it does save a few extra dollars. The headache and time spent on it is not worth it in the end.
BOYNTON BEACH, FLORIDA -- I have had the most unpleasant experience involving the installation of kitchen cabinets by Lowe's of Boynton Beach, Florida. This project started in mid April, and I was assured that it would be completed by mid May. All went smoothly up to the actual installation, when the installer damaged a cabinet and incorrectly installed another. I met with the installer, a person from Lowe's installation sales, and a factory rep from Shenandoah Cabinets.
The rep agreed to replace 4 inferior doors and a drawer (I had requested 5 doors be replaced). The installer discussed what he needed to do to fix the installation (which I agreed to, even though I felt the cabinet should be replaced.) And the installation salesperson took notes as to what need to be ordered. I was told that this was to be expedited, and I would not have to wait long for a completed kitchen. This was also spelled out in the original contract I signed, that everything would be expedited if there were any problems.
I heard nothing from anyone at Lowe's for several weeks, and my phone calls were not returned. When I finally spoke with someone, I found out the parts had just been ordered three weeks after our meeting. I requested that they contact the company, and have the parts express shipped, which did not happen. Two weeks later (5 weeks after the meeting) I had to call to find out that the parts had arrived and to schedule a time for the installer.
The installer called the morning of the installation to ask me where the parts were. I gave him directions to the store and waited. When he arrived, he had the wrong parts, but said he could work on some of the other problems. By this time I had had it with Lowe's and refused, having him wait for me to speak with installation sales.
While he was waiting, he started measuring the installed cabinets, and asked that I not tell anyone he told me this. He said that the space for the dishwasher was off by 3/4 of an inch on top and 5/8 of an inch on the bottom, that the base cabinets on one wall did not align with the wall cabinets above them, and some other miscellaneous installation errors. I was still on hold with Lowe's, so I really lost it. I demanded another meeting with installation sales and the installer. I was told that my original salesman had “pushed the wrong button” and ordered the wrong parts.
I took time from work again to have the second meeting. Again we discussed how the cabinets were to be repaired, and again I was told that this would be expedited. The correct parts were to be ordered, and a new replacement door was ordered. Two weeks later, the replacement door arrives. It was defective. I called to complain, and found out the other parts had just been shipped, not to arrive for another week. If all the correct parts arrive as planned, that would be around July 30. That is 3 1/2 months and it is still not complete.
I have left out all the unreturned phone calls, the inappropriate jokes concerning the problems, and the total lack of any sort of apology. To say the least, I will never use Lowe's for any type of project again, or any major purchases. I had scheduled to have the counter tops installed, and the major appliances purchased and installed by Lowe's, but pulled those orders. By having incompetent people in installation sales positions, you are losing money. I am further telling everyone I know about this fiasco, and suggesting they avoid Lowe's, as well as posting these comments on consumeraffairs.com, complaints.com and my3cents.com.