Stone Systems installed Sensa granite in our kitchen purchased through Lowe's. They initially installed the granite pattern going in all different directions. It was like someone cut the pieces with their eyes closed. Also, we were told there would be one seam in the kitchen and there are two. After much arguing with the company, they redid the direction of the granite so that the direction of the pattern of the granite was improved. However, they left a seam so large that it sticks out like a sore thumb and they also installed a piece with a very large chip in the front of it. It was such a nightmare dealing with them that I gave up.
After being upset for months, I contacted Lowe's again to see what could be done. After asking Lowe's for help to get the vendor to improve the look of their work, the vendor finally sent out two repairmen. The same two that installed the granite. They cut out the chip, filled with epoxy, and replaced it with another chip of granite and then took a marker to make it look like part of the slab.
They then refused to try to fix the seam and when Lowe's (who was at the house during this repair) told them that was what they were here to do, they ran out to their truck and called their manager without telling us. And out of nowhere, she shows up to protect repairmen and argue with me that this is the best job they could do. She also asked us if we had previously called for a service call on the chip. In other words, trying to make it look like we chipped it and asked them to fill it in. It was installed like that, shockingly. They will argue with you and make you feel like you are an idiot.
I was told last week that they would go back to their plant and look for a color match on the granite and call me on Tuesday. It's Thursday now and no word from them. They were supposed to pull the granite out and smooth out the seam and put it back in. This is the best that we could get them to do. This hassle cost me $3,000. Save yourself the hassle and make sure that the granite that Lowe's or any body else sells you is not Sensa.
FARMINGDALE, NEW YORK -- I have been dealing with Lowe's and some of their competitors for many years. One of the aspects of any business that impresses me the most is sound and accurate customer service, returning phone calls and following up on defective products such that the customer is not sitting at home with a non functioning product for an unreasonable amount of time. My experience with Lowe's is that they never dismiss a customer or send him reeling all over the place to other departments that create confusion as the trail goes on.
If you have a product issue with Lowe's they will follow policy but solve it as quickly as possibly so you are not burdened with an aggravating situation at home. While Lowe's stores are well appointed, cheery and bright, stocked with any home improvement product you would want, I cannot say this about some of the others I have dealt with. A few days ago I switched my entire account to Lowe's, they have earned my business.
AMES, IOWA -- The garden center is loaded with Japanese Beetles laying eggs for you to take home with the plant you are buying to wreak havoc on your garden, lawn, etc. Then they get to sell you the insecticide to TRY and get rid of the Japanese Beetle. They do not care about what damage it is causing you. They are making money from this.
SAN JOSE, CALIFORNIA -- 1) Appliance Heros came on June 18! They were suppose to get the parts within 3 days. That means Friday or Monday June 20th or 22nd. They did not call me at all. I called them on Monday and they said it would come on Tuesday. No call from them. I called back again, they said on Tuesday it did not come in. Wednesday rolls around, no call from them. I call them and they tell me it finally came. Fine sure I'm being patient. It happens. Because it's so late already they say they can come on Friday June 27. Finally they come on Friday. By now it's been 9 days. The technician can't fix it. He says it's the main board that's defective. He calls his supervisor and says "The part is defective. The family has been without a fridge for a week. Can we expedite the order?" The supervisor says "Yes. Ok I'll get it ordered and expedited."
2) I call on Monday June 30th to Appliance Repair Heroes. First they put me on hold and tell me the parts department is busy. Then after 1 hr I call back and say I'm still waiting. This woman named Lisa ** answers and tells me my part is due in on Wednesday. I get very upset as they promised expediting it on Monday. Now we're promised delivery by July 2nd (2 days before July 4th). I call Lowe's and am very upset. I told them I need it expedite. It's going to be 4th of July and I need my fridge. I tell Lowe's that it is unacceptable. I want my refrigerator fixed. Lowe's tell me sorry Appliance Heroes are closed. I tell Lowe's the story and they say they can't do anything until they contact Appliance Heroes. Still nothing from either businesses. Finally I get a call on Tuesday from Appliance Heroes saying that they cannot expedite it but want to schedule me in for Wednesday or Thursday. Appliance Repair Heroes tells me that they will try to get it to me and asks me for more flexibility. I tell them I can have someone home all day. Appliance Repair Heroes says "Great." On July 3rd, now it has been more than 15 days. I call them on July 3rd to ask what time they are coming, they said "Oh we're coming between 3-5 from what you told us originally." Ok what the heck?! I asked my family to stay home so you could have flexibility to come earlier! Ridiculous. Ok fine, I wait until 3-5, the technical comes over still can't fix the fridge, tells me that he will get his office to fax the paper in when he gets back. I call Lowe's and they tell me that they cannot accept my paper and need to contact Appliance Repair Heroes. Guess what?! As I said before I told Lowe's it's cutting too close to July 4th.
3) Now instead of accepting a copy of the paperwork from me so that you can replace my refrigerator, you want to call the Appliance Repair Heroes and get back to me in two business days.
4) Now I have been without a fridge for 19 days. By Tuesday July 8th it will have been 20 days! I am completely unsatisfied with your service.
ORLANDO, FLORIDA -- First Lowe's Home Improvement stores cut part-timers hours in November 2013 from 32-39 hours to 25 hours a week due to Obamacare. NOW they cut part-time employees' hours down to 10-15 hours a week so the big corporate executives can get their million dollar year-end bonuses. Talk about Corporate Greed. Lowe's execs realized they can run all their stores on a bare-bones, skeleton crew and still beat their sale projections so now they'll make the existing employees work double-duty.
Employee morale is so low @ Lowe's that even the customers see the lack of customer assistance on the sales floor. But Lowe's execs don't care as long as they make their weekly sales numbers. Reducing full-time employees to part-time might be the next step Lowe's execs might consider in the near future. Why not run all the stores with part-time and seasonal part-time employees? If ALL Lowe's employee hours were cut to part-time, this would eliminate the health care cost burden on the employer.
If an employee works over 29 hours they must be on an approved healthcare plan or the company has to pay a fine. Most young part-time & seasonal employees opt to pay the penalty anyway or are on their parent's healthcare until the age of 26. People who never even considered going on welfare, will find that it's easier and cheaper to work 1 PT job and go on Medicaid or pay a small penalty opting out of buying into the high prices of O-dumbo-care.
How many people will say to themselves: "So, I can work 50 hours/week, make less money than I did before, and pay more for health insurance?" Or, "I can work 25 hrs per week, get “free” health insurance, food stamps, utility and housing assistance, Earned Income Credit refund, and actually have more money in my pocket?" Ho hum.
It'll be interesting to see Obama's new army of IRS agents try to get the Obamacare money out of these folks.
After spending hours searching for specific shoe cubbies I decided to order 4 from Lowe's. I had never ordered from Lowe's or purchased items from their store before. Well Lowe's has succeeded in convincing me to never purchase or order anything from them EVER again. I am also making it my personal mission to tell all of my friends and family member (all homeowners like my husband and I) to steer clear of Lowe's and take their business to Home Depot.
First only two of the items arrived. I waited 24 hours hoping maybe they had been shipped separately. When the other two did not arrive I called Lowe's to ask where they were. The rep's response to my question was "Did you reject the package?" WTF!? If I'm calling to say I did not received something why would the first ** question be whether I'd rejected it.
When I pointed out the inherent idiocy in that question, only then did the nitwit think to check with their shipper (UPS). I was then told that UPS had decided to return the other items to Lowe's b/c they had been damaged in transit. I asked for a credit and was told I could not get one until they received the item back. So, if UPS failed to return merchandise I never received they'd get to keep my money?!
Even so being desperate to complete my project I asked if any stores nearby had two in stock that I could buy that day. Initially I was offered stores 2-3 hours away from my home when one is just 10 minutes away (Ugh!). They did find two and the neighborhood store and I foolishly went out to pick them up. Note that I had to pay for these--they would not even count them as replacements for the two that UPS sent back. Upon arriving at the Lowe's store I was faced with a gauntlet of the most RUDE, apathetic and condescending in-store personnel I have ever encountered in any retail setting. I still managed to purchase the items.
Next day we open the boxes to begin assembling the items only to discover missing pieces. I called customer service again (glutton for punishment). I proceed to spend half an hour on the phone with a representative and then a supervisor who both insisted that they could/would not address the missing pieces issue b/c the initial two items received by mail had been shipped from a store in Mississippi and that I'd have to speak to the manager of that store. I live in New Jersey!!!
When I tried to question why they would not make the arrangements to either expedite replacing the item they told me that since my order was filled by a Mississippi Lowe's, that it was Lowe's policy that the customer had to directly resolve such issues with the sourcing store. HUH!? Reminder--at least three stores in my state had the items in stock. In essence Lowe's logic is that if you order from Lowe's it's the luck of the draw where you may need to resolve issues based upon which store Lowe's chooses to ship the item(s) from -- maybe Guam??
Suffice it to say I informed the supervisor "Sara **" that I was returning all of the items in my possession and hung up. Within 15 minutes I was at the local Lowe's returning all four and am now disputing the charge for the two that were returned by UPS with my bank.
THE WORST, THE WORST, THE WORST. NEVER EVER AGAIN!
DICKSON CITY, PENNSYLVANIA -- On July 4th in the evening our Whirlpool dryer broke - no heat. We purchased the dryer for $673.20 on 10/4/08, model #WED8300SW. Along with the purchase in good faith of them standing behind their product, we additionally purchased a 4 year extended warranty for $99.97.
First thing on July 5th we called the extended warranty department and was initially told they couldn't come out until July 10th. I felt that was a long time to wait - we have a family of 5 doing an average of 2 loads of laundry per day!! They found an appointment for me on July 8th between the hours of 12 & 5. I took the day off of work and the gentleman (Dorsey). I called Mr. Dorsey myself and was told that Lowe's never emailed him the information to service our dryer. He stated that he could come service our dryer on Wednesday the 10th at 2pm. I took another day off of work, Mr. Dorsey never showed again!!! I left him 2 messages with no return call.
I called the extended warranty department and was told that now that it is Wednesday and nearing the end of another week, the soonest they could get someone to come now to service our dryer was on the 18th or 19th of July. I set up the appt for the 18th - was never sent an email confirming this appt yet again!!! I called the manager (Ryan) at our local Lowe's in Dickson City, PA and was told he would see what he could do. He calls me back and states that he called the extended warranty department and that Mr. Dorsey would be calling me to come for service sooner - well of course Mr. Dorsey never called again!!
I then proceeded to call and speak with a supervisor at the warranty department and was told no one was available and would call me back shortly and again I never got that call either!! On July 11th I called the warranty department again and insisted on speaking with the supervisor and after insisting on holding, several minutes later, a supervisor came to the phone and basically said there was nothing they could do more than schedule service.
I insisted on speaking with corporate and was connected with the Customer Care Center and was told that the best thing to do was to file an official complaint and I would be contacted back within 24 hours. Well again that phone call never came!!! I called back on July 12th and got the runaround and again and after being transferred to several people was connected with Sarah. She states she is in the executive department of Lowe's under the President.
Explained my situation to her and she told me she would investigate and call me back. When she called me back, she basically said the best option she could do was to have Lowe's come pick up our dryer on the 14th and service would be done at Lowe's on the 17th and they would return to us.
I expressed that I have lost 2 days of work up to this point due to the no shows of Mr. Dorsey in addition to the time away from my family and the extra money I had to pay to take my clothes to the laundry mat to have them dried!!! In total I have lost around $450 due to loss time at work and laundry expenses!! She basically told me that they do not compensate for lost work time. I requested them giving us a new dryer and was told that wasn't going to happen. Her words were "You are not getting a new dryer"; that we didn't qualify for one under the terms of the warranty.
We were sickened by the thought of a large company of this manner allowing their company to make numerous errors with hiring incompetent contractors for their service work and allowing their upper management to just ignore phone calls of their customers. I then sent an email to the president expressing my concerns on the 14th of July and on July 15th. Of course I had the pleasure of speaking with Sarah again. I told her that since I lost 2 days of pay due to the contractor not showing up - not my fault - I was at my home waiting for service that we wanted to be compensated with a refund on our warranty or a gift card to the store and was rudely denied!!
BRADENTON, FLORIDA -- I've worked at Lowe's for almost a year now and it has to be the most backwards run store I have ever worked for. Staffing is a joke, to boost numbers and make management look good they keep payroll as low as possible, often departments will not be staffed and associates from other departments (who have no experience in neighboring departments) will be asked to cover their department as well as the one next to them. So you may end up getting the plumbing associate helping you in electrical and he has no idea what to recommend to you so you are pretty much SOLO because no one was scheduled in electrical that day.
They also place no value in their associates and what their associates want. Want full-time status? Nope too bad. Conversely (this really happens) you only want 20 hours a week? Well we're going to need you to work a 40 this week regardless, we don't have the coverage in your department. Want to transfer to a new department? Well OK but it'll be a few months as we drag our feet hiring someone new to replace you in your current department.
And the demands on associates are really unreal, so many nights I failed to complete the laundry list of tasks I was assigned because in addition to my long list of tasks that are difficult enough to complete, we also need to provide "WOW Customer Service!" (dropping whatever we're working on and holding the customers' hand through their shopping experience), AND that is all in addition to getting conflicting assignments from different managers!
And when I come in for my next shift I will almost literally be grilled by a manager as to why I didn't finish everything they wanted me to do. If you have to work there then so be it, but it is honestly the most negative and demoralizing job I've ever had.
SUNNYVALE, CALIFORNIA -- I applied for a commercial account because Lowe's is trying to attract commercial customers and are luring them with a 5% discount and $20 deliveries. Well, you don't get the discount if you don't ask for it. No one told me that when I signed up for my commercial card, causing me to have to get in line at the service desk, get the amount refunded to me, then recharge the item to my card with the discount.
90% of the time I need to place or check on an order, when calling the commercial desk, the phone rings and rings, then goes back to customer service. Customer Service transfers me back to the commercial desk, then it rings and rings until it goes back to customer service. They transfer me back to the commercial desk and it rings and rings. You get the point. It is almost impossible to get anyone to answer the phone, let alone get an order in.
Once I went into the store for a few items once for my project. Stock was completely out on all but one of the items I came for. I only left with one thing I needed that night for my project. I had to special order the rest and wait a week to receive them.
I had to re-order a 50 gallon drum of slurry seal that never got ordered. When it arrived, they told me that my 5 gallons of slurry seal had arrived. I had ordered 50 gallons. Had to wait a few more days for the 50 gallon drum to arrive. I waited on a delivery for days because their truck had broken down not once, but twice that week.
I had negotiated quantity discounts that I never received, and also noticed I got taxed on a delivery charge on my recent statement so I attempted to call the commercial desk to get it resolved. Got bounced back and forth between the commercial services and customer service desks no less than 7-8 times, then got hung up on.
Called back and got bounced back and forth from desk to desk, and finally someone picked up the phone that could help with my billing questions. He then told me that he couldn't help. He explained that I had an account manager and gave me another number to call. I called that number and it was a heavily accented Indian lady who told me that she didn't have our account number in her system and that she couldn't help me. She explained that I needed to call the store again.
My project is pretty small compared to many other contractors and their projects. I'm about to throw the card in the trash. I don't have time to get bounced back and forth from desk to desk trying to talk to someone whenever I want to give them business. If their truck is broken, why not rent one so they can provide seamless service? They have lost many of my orders because Home Depot is cheaper, even with the 5% discount, and they have what I need in stock.
I have given Lowe's constructive feedback when things are going wrong for them, trying to improve my future experiences as well as those of others. Deaf ears. Commercial in Sunnyvale needs some work. Lowe's is clearly not ready to service commercial accounts effectively.
GLEN BURNIE, MARYLAND -- On October 9th I ordered from Lowes.com a Bosch Washing Machine for $854.10. The washing machine was for a rental property in Baltimore, MD. The on-line confirmation told me the estimated delivery date was October 25th and that I would be contacted within 24 hours to schedule delivery. That evening I received a voicemail telling me that the washing machine would be delivered tomorrow, October 10th. This delivery was allegedly coming from the Lowe's store in Glen Burnie, MD. I was very surprised by this, so I called the Shipping Department back and was assured the item was in stock and ready to be delivered on October 10th between 8:00 am and 5:00 pm. I was also told that I would get a phone call on my cell phone when the delivery was close by. I then promptly notified my renters and they told me one of them would hang around the house all day and wait for the delivery. I did the same and was planning on meeting the delivery with some friends at the house as the washer needed to be moved to a 2nd floor. The delivery or call never came. I attempted to call the delivery department several times later that afternoon and got no answer. The next day on October 11th I called the store to see what had gone wrong. I talked to Store Manager #1 and he seemed very surprised by this chain of events. He said they definitely did not have the washer, it was definitely not supposed to have been delivered the previous day, and that from what he saw it would not be arriving at the store until Oct 25th. He said this was probably a “computer glitch” and this happens sometimes. This was the beginning of the major communication gap that seems to exist between the Lowe's store and their Shipping Department.
Later on during the week of October 11th I called the Lowe's store and talked to Store Manager #1 again. I informed him that I was going to be out of town for a few weeks and to please call my two renters when the item was ready to be delivered. They would then coordinate the delivery. I gave him both of their cell phone numbers. I informed my renters to expect delivery on October 25th and to expect a call beforehand. I gave them the proper paperwork in case there were any questions.
While I was gone here is part of the fiasco the renters went through - on October 24th the Shipping Department called me and the renters saying the item had been damaged while being off loaded from the truck, and there will be no delivery. She then said the item would not be delivered until November 11th.
However, during the week of October 25th Lowe's calls my renters and sets up a new appointment for October 30th between 1:30-3:30. Apparently the washer had come in. On October 30th the driver calls the renters at 1:45 and tells them he is 10 minutes away. The driver never shows or calls back. However I get about 3 messages on my cell phone (I am still out of town) from the driver saying he is outside MY residence (not the rental property) and that there is no one home. I have no idea how they managed to attempt to deliver to my address. My renters call Lowe's later that afternoon to find out what the story is and the store in Glen Burnie says it is “out of their hands” and they should contact the Shipping Department. They attempt to call contact the Shipping Department several times and get no answer.
The renters get a hold of the Shipping Department again on November 2nd and setup the delivery for November 3rd. The renters hang around all day for the delivery and it never comes and they receive no phone call. They call the Shipping Department later in the day and are told the appointment for November 3rd had been deleted by the Lowe's Manager by accident. It is then setup for November 4th. Again, the delivery never comes and when the renters talk to the Shipping Department they are told the washer had been taken off the truck at the last minute. As before no call was made to the renters (or me) to tell them the delivery was not coming. At this point the renters have raised the white flag and were done dealing with Lowe's. On November 4th I attempted to get a grasp on this nightmare.
On November 5th I talked to Store Manager #1 from the Glen Burnie Store and explained to him the charade that had been going on the past few weeks. I made a request to have an exact time on when the washing machine would be delivered. He said he was not able to do that, the best he could do was say the delivery would happen between 8am-12pm on Saturday, November 6th and that I would get a phone call when the delivery was getting close. I explained to him to please make sure to call me first when the delivery was about to take place as I lined up three workers for that morning who were going to assist me in carrying the washer to the 2nd floor (as I had done on the previous deliveries). I never received a phone call. However, that evening I receive a voicemail from one of the renters stating the washer had been dropped off at 3:00 pm. The Shipping Department stated that they were not able to remove the old washer because of liability (the washer has to be lifted onto a 2nd floor deck to get it up and down the 2nd floor). I totally understand this and that is why Lowe's was supposed to call me first (and show up between 8-12) as I had the workers lined up and we were at the rental property all morning. Instead they don't call me and they show up three hours late. Very, very frustrating. There is a total lack of communication between the store (and what they're putting into the computer) and the Shipping Department.
Next I talked to Store Manager #2 on November 9th and made him aware of the situation. I asked him if someone can come over the weekend of November 13th and disconnect the old washer, connect the new one, and haul away the old one (as stated in the contract). He stated the Shipping Department was gone for the day but that someone would call me on the morning of November 10th to set up the appointment. I never get a phone call from Lowe's. At this point I decided to call my local plumber and have him disconnect the old one and connect the new one. Lowe's is just too unreliable to deal with.
On November 11th, I called Lowe's and talked to Store Manager #1 again and they said they would come on November 13th to pick up the old washer. I then called Customer Service on November 12th and told them that some funny noises were coming from the washing machine. They then put me in touch with Store Manager #1 again (Glen Burnie store) and he said it was most likely because the shipping bolts were probably still in the washer. I received a call the evening of November 12th from the Shipping Department and they told me they would come the next day between 12:30-2:30. Again they don't contact me (as they said they would the previous night) or the renters, but for the first time they do show up on time. They then actually removed the shipping bolts and took the old washer away.
I then e-mailed the Lowe's Customer Care line. They apologized for the issues I had and they said they would forward the situation to senior management at the store. The next day I get a call from Store Manager #1, the same guy who was part of the whole problem. He apologized and asked if everything had been resolved. I asked if he had read the 3 page report I had e-mailed to them and he said he had not. He said he just wanted to make sure the washer was in and he stated they had fixed the problems with the delivery department (no details of course). I then contacted Customer Care again saying the whole point of writing the 3 page timeline was so Senior Management at Lowe's could be alerted of this debacle. Customer Care said this was Senior Management. However they then sent an e-mail that the issue would be pushed to the Regional Manager. The following day I received a call from the Regional Manager and for the first time it actually seemed like someone cared about what happened. He said he had read the letter three times and was in disbelief about what had occurred. He said this was not how business was done at Lowe's and that he was going to the store later in the week and would try and get to the bottom of what happened. He also sent me a $100 gift card. I haven't heard back as to what corrective measures have been taken. My experience with Lowe's was a nightmare and I would advise people to stay away! I have used Sears and Home Depot in the past and they seem to be much more reliable.
The most amazing part of this experience was the number of no calls and no shows. Sitting around on 4 different days and getting no phone call after the appointment has been scheduled is fairly incredible. Even towards the end, when you think the issue would be a priority, Store Manager #2 tells me I will get a call the next morning to address the issue. I never receive the phone and have to instead call them the day after. Unbelievable. I know Lowe's is a big company but I would advise consumers to stay away. This was one for the books!