XENIA, OHIO -- As a building contractor for over 25 years I can feel your pain. Reading through the reviews is all it takes to understand that a lack of competition is not good. Years ago when I was a young contractor I had Fisher Lumber, Erb Lumber, Carter Lumber, Woolahan Lumber and several local private owned companies. I wasn't concerned as much about price as quality and I could choose quality parts for your house from many places.
I had the reputation of being one of the best builders in the area. About 20 years into my career things changed dramatically. Lowe's and Home Depot took over the home building market leaving the only choice in where to shop being price. After about 5 years of using fewer and fewer quality materials in my homes I finally said enough and retired.
INDEPENDENCE, MISSOURI -- We meet with kitchen specialist at Lowe's to design layout. With measurements in hand he made a nice computer image of our remodel. The order was placed and the Diamond cabinets arrived in only 3 weeks (1 week early). One shelf was broken in shipping, one cabinet did not fit over a window, and the wrong crown molding was ordered by our "specialist". I tried to return the cabinet that did not fit. Since the cabinets were early, I had to wait 2 weeks to obtain the credit for the cabinet.
The crown molding we needed to go to the ceiling still has not arrived another 4 weeks later. We are over 7 weeks into this project still waiting for trim. The cabinets took less time to make than the trim molding? Lowe's keeps putting back the arrival date! The countertop was 2 sq. feet more and we had to go pay the additional $80.00 right away! I would not recommend Lowe's for Diamond cabinets unless you have a lot of time for all the mistakes.
I ordered four PVC pipes from Lowes.com and only received three. I contacted their customer care department and after two e-mails I was told they'd send me the missing pipe via next day. They lied! it is now three days and no pipe. I advise not to do business with them. They take your money and send partial orders. I regret I cannot give them a minus 5 rating. They have lost my future business.
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.
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!
BRISTOL, VIRGINIA -- On the Lowe's Website, the Bristol Lowe's has the James Hardie Cedarmill Lap Siding, Item # 26892 for $1.83. I wanted to buy 138 pieces, however the Bristol store only have four pieces and refuse to sell anymore than four pieces at the sale price. They have more of the same identical item in stock, but they refuse to sell it to me at that price. The sale ad did not say that this item is discontinued, or limited quantity.
I contacted the Corp office and they basically told me that they did not have to honor their ads. Now they have replaced that ad. It is identical ad except now the board is on sale until July 15th, 2014. Why are they advertising and extending the sale date for a product they refuse to sell?
SANDY SPRINGS GA -- Today (July 18) at about 1:45 pm, I went to your store in Sandy Springs on Roswell Rd regarding a sign that I thought your company would be interested in. I've attached a photo of the sign. Given what happened at this store earlier this week I thought that Lowe's would be interested in the sign as a reminder for people to CHECK their cars before entering one of your stores.
Obviously not only was I wrong but your "associate" was very rude and condescending to me. I believe his name was Dan and he couldn't have been more rude to me as I showed him one of my signs. I have to assume that Dan is a reflection of your overall corporate attitude towards your customers being that if the customer isn't buying, then "we (Lowe's) ain't got time for that customer."
I'm not upset that you aren't interested in the sign. I AM UPSET at the snotty condescending reception I got from Dan, who is probably a very low level person. He showed no interest in even giving me the name of the right person at Lowe's to talk to. A Lowe's marketing person maybe? Dan couldn't get rid of me fast enough!! He was rude and snotty for no reason. He made me feel as if I was homeless person that had just come in off the street wanting a handout.
In case you weren't aware: a shopper at your Sandy Springs store left her child in her hot car while she went into your store. After a few minutes of hearing the commotion by folks trying to free the child, she ran back out to her and drove off. A store employee got her tag and she was arrested today, I believe. I saw my sign as a very simple and cheap way for Lowe's to remind folks about the DEADLY consequences of leaving a child/pet in a hot car. I also thought that since this story was all over the news channels down here, Lowe's might take advantage of providing a public service and enjoying some free "great" publicity as well.
Two things are quite clear to me now. 1) Lowe's doesn't give a damn about their customers, 2) Lowe's is penny wise and pound foolish. No one should be treated as NASTILY as I was by ANYBODY!! I am sorry that I thought my sign would help the public and therefore increase sales for you. How stupid of me! I am a retired Inv. Banker and in 30+ years in a rough and tumble business, I NEVER treated ANYONE the way Dan treated me today. FYI, there were a couple of female associates who were present as well. HOME DEPOT HERE I COME!!!
PINEVILLE, LOUISIANA -- Recently purchased a new stainless LG refrigerator from Lowe's in Pineville, LA. The best delivery day we could get was scheduled for an afternoon delivery a week later. The driver called about 10:00 AM on delivery day and said he was on his way to our home. I made a mad dash home (30 minutes) and waited an hour only to watch a disgruntled employee beat and bang our new fridge to the rear of the truck. I saw that the plastic trim piece across the lower front was all twisted.
After pointing it out, the driver said "it's just a piece of plastic." I told him I paid for a new fridge and expected like new condition. He shoved it back in the truck and said someone would have to re-schedule. I stopped by the Lowe's store in Pineville, LA. on my way back to work and was assured we would be put back on the original afternoon schedule and we would be the first ones on the schedule when the driver came in.
The store called about 6:00 PM to report that they likely couldn't deliver the unit without damage because even the one on display was damaged. I asked them to simply remove the front trim piece before loading since it only had two screws holding it on. They agreed and said if it was delivered damaged they would swap the part out later. I said that would be fine. They called back at about 7:00 PM and said the driver was not coming as he was sent off in a different direction. I canceled my purchase.
The story goes on, but let me say, the purchase was easy... finding someone that cared was the challenge after things went wrong. I swear, the delivery guy must have been the manager's pet. Not one person attempted to make things right.