DOUGLAS, GEORGIA -- I bought a complete bath remodel from Lowe's, they sent an installer to my house. He measured & estimated materials needed. I went to the store then to choose colors & styles of tile, grout, window (double paned insulated vinyl was recommended by installer & salesman). Then it was time to pay for materials & installation. Two days later the job began. Three hours later they loaded tools & left. Returned the following day mid-morning worked 2 hours, off for lunch, back at 1:30pm worked till 4:00pm, see you Monday cause now it's the weekend.
Mid-morning Monday they are back - unload tools, go get more materials, will be back after lunch, worked 1:00-4:00. This kind of work continued for 5 week. Store Asst. Manager called asked how everything was going, I invited him to stop by & see for himself; after a look-see he assured me that another crew would come to tear-out & redo the job. Oh did I mention the 1st tile man had just started, no experience? A week later new crew, worked 2 days needed on another job supervisor & 2 other employees leave, the 2 youngest crew members remain.
2 days later one of the workers removes guard from electric saw while installing window. You guessed it - saw kicks back cuts himself pretty bad, off to hospital. Called Lowe's Asst. Mgr., call me back after checking on injured man, not going to be back for a few days. Two weeks later new crew, worked 10 days made a real mess. One month later new crew looked at job, didn't want the job. Two weeks later new people tore out, started over, three months later, it's a mess; almost 6 months since it was started. I'm so tired of this mess till I could cry, store asst. mgr. says he doesn't have any solution for me, he's so sorry that Lowe's wasn't able to please me.
After talking to the home office I got a lot of excuses & the runaround. It's been 2 years. Now the grout is coming out from between floor tiles, wall tile is still uneven, I have red mold of some sort which grows the double panes of my window. I had to hire a plumber to replace my shower drains because they were filled with grout! Someday I hope to be able to fix this mess that Lowe's left me, but at our age my husband says we'll just have to live with it! If you are a SENIOR CITIZEN don't take your savings to LOWE'S!
WAKE FOREST, NORTH CAROLINA -- On 12-7-13, we walked into Lowe's with the measurements for our current over-the-range microwave oven; we even had the original user manual so there would be no problems buying a new one that would fit. The salesman assured us that the new one that we had selected would fit. Two weeks later the installer arrived and could not get the new one to fit because it was an inch too tall. We have a stone backsplash and the bracket for support requires that the microwave be no more than 15.5" high. The new one was 16.5" high. We thought that we could call Lowe's and just get them to send one that would fit. Turns out, they don't sell one that will fit except for a $1,000 model!
We had to urgently call the installer to come back and put our old microwave back and hope that we could pay someone to fix it. The installer brought our microwave back; it had obviously been thrown into the back of his truck because the key pad was now broken and the hood vent was also now broken. I went to Lowe's today and told them what happened and the only thing they cared about was "Where is the new microwave?" I told them I had no idea where it was and asked them what they were going to do to fix the problem.
They said that I could contact two companies to see about fixing it (never mentioning making any restitution for busting up my microwave) and that they would give us a full credit back after they are able to locate the original microwave. They also said that it wasn't the salesman's fault because he could not have known that we have a backsplash! Seriously, they said that.
Am I the only one in America with a backsplash? I told them that it was the salesperson's fault; we had the measurements and he should have paid attention to them. The fact that a home improvement store does not train its appliance salespeople to pay attention to MEASUREMENTS speaks volumes about this company.
MOUNTAIN HOME, ARKANSAS -- Warning, do not use Lowe's installation service!! As an installer, they have no idea what they are doing or what needs to be done. It will end up costing you hundreds of dollars in added expense, as it did me. Not just a few dollars but $800 extra because of where it was placed.
I wanted to place my generator in one location (I do have some construction background and common sense. Something I found Lowe's lacks) and was told and basically pressured that it should go in another area to save money and was the least expensive, best-recommended place to install. Plus best place for electrical work to be done. Turned out it would not had made any difference on the electrical install where I had originally wanted it put. Lowe's afterward stated they were not responsible for their recommendation.
It turned out, I had to hire a subcontractor to hook-up generator. Fine, no problem. This was the known procedure. Subcontractor contacted Lowe's on needed information on generator to write estimate. Lowe's stated afterward they are not responsible for correct information on the product they sell! Lowe's did not inform them of all steps that required by law to be done.
The result = the generator was installed where Lowe's recommended for best cost and installation. Because Lowe's had no idea what was involved as primary installer, the gas subcontractor was unable to give a proper estimate. Lowe's fault not sub-contractor, they were going on what lowe's provided.
Lowe's afterward, when I found out about added cost of work which was almost completed and Lowe's stated that I should not have had generator gas hooked up. The problem with that was it would have been another several months (already a month after purchase) into the next year at the earliest to complete with a major storm getting ready to start. Plus large concrete pad, tamper-proof generator installation, and electric and most of gas hook-up was already completed. Generator had to be paid for in full early Nov before Lowe's would even start.
I also had to keep contacting Lowe's about the extra cost because Lowe's kept forgetting to get back with me. You felt that they felt if you were ignored enough you would drop the matter. Yes, I feel that Lowe's is responsible and I was ripped-off by Lowe's. No way can I recommend Lowe's install for anything plus no longer able to believe anything that Lowe's states or recommend. Would I recommend this to a friend? No.
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.
MERRILLVILLE, INDIANA -- I came into that store weekly as I was fixing my rental house. I spoke with the girl at the paint desk every single day. I stopped seeing her there, but being the voyager she is I thought maybe she was off traveling. I ran into her at Home Depot not too long ago to find out she quit, because they were trying to fire her. Not only do I serve as witness that the department manager conducted a lie against her, but I serve as a witness to the fact that she was the only competent person in the paint department.
The department manager reported that she told another customer that the "mylowes" is a waste of time. She said no such things. I was standing on the other side of the mountain of paint cans stacked at the paint desk, while she was printing off "how to" guides for me. The customer asked her to look something up and she said she couldn't at the moment because she was helping another customer (me) and she didn't have the iPhone to look anything up on the phone.
The department manager then came up in a rage, clicked out all her pages. She looked at me and I looked at her. No one said a word. But I'm pretty sure we were both thinking the same exact thing. The lady was quite bitchy and I do not know if she didn't see me or if she just didn't care. I will not shop at an establishment that treats their employees with complete and total disrespect. She is not the first employee to be mistreated by those ruthless apes and I highly doubt she will be the last. But I will NOT give my business to a place that cannot conduct its business with integrity and understanding.
SUNNYVALE, CALIFORNIA -- I ordered one piece of deck trim that wasn't on the floor. And after getting a call that it was in, I returned their call to tell them that I would be by after work the next day. So, I get there at about 6 pm, and go to customer service. It's not too busy and I get helped quickly. So, I wander around the store - hardware to determine if I need special nails. I wander back to customer service, and I don't see the trim piece there. I wander over to light bulbs, trying to justify the cost of LED bulbs. Back again but still no trim. It's been about 20 minutes and she calls again, talks on the phone, and says it should be here shortly.
Another 10 minutes pass, and my customer service person is going to lunch. But she did tell me that this other person would continue to help me. I again provide the details of my order, and she makes some calls. Another 15 minutes pass, and I ask what's happening. She says she doesn't know but another customer service person will walk over to that area.
After 15 minutes, she doesn't reappear, so I ask to see a manager. In a couple of minutes, he walks up and says,"We've lost it but someone had seen it yesterday." So I say, "it takes one hour for you to tell me that you've lost it?" And he, in a condescending tone, says, "well, if you'd let me finish..." Now, this was after I asked to see him, not him finding an issue, then coming to explain it to me. He then offered me some options, of which I picked "Deliver it when you find it." Very frustrating that they could lose a special order, and then to be treated like a 12 year in a temper tantrum just made it even worse.
HONOLULU, HAWAII -- Well let's start from scratch. I ordered a new washer and dryer on 08/19/13 and was promised the delivery date of 08/24/13 AM before noon. The delivery made as promised and the first load of washing was a big problem with a grinding noise and the washer seemed to want to leave the washing room during the spin cycle due to it was unbalanced.
I called Lowe's in Honolulu "The one on 411 Pacific Street" and after talking to many lyres and uninformed employees I finally talked to the Manager in charge and asked if the installation crew could return to inspect the washer. Yes; and after 4 hours they arrived and took one look at the washer and claimed it a manufacturer defect. The washer was quickly removed and my promise was I would have a new one the next day. They will call me by 7 or 8 AM to let me know the time of arrival. Called at 9 AM and they claimed it's on the truck ready for delivery with no promise of a delivery time, "Can't find the record", so, it must be on the truck was the reply.
12 PM called for the Manager and was forced to leave a message with the receptionist for the Manager to call me. 1500 still no response and called again for the Manager - This time I got through and the Manager said he would call back. OK; Now we're wondering if the washer was ever on the truck and the Manager called to confirm the washer was still sitting on the loading dock and someone is tasked to deliver it now. The truck arrives with the brand new "good" washer with the wiz bang crew hurry to connect it up and with all new water lines and hoses. All is fine until my wife finds out the cold and hot water lines were backwards after washing some delicate fabrics.
What a messed up store. First they bring a bad washer and don't test the washer prior to walking away and with the good washer they reverse the RED and BLUE. This store is on my most unwanted list of places to shop now. Lowe's name has been forever damaged for me due to the above and I'll do business elsewhere in Honolulu. Wasted two of my days and I lost track of how many phone calls to what I would consider ignorant staff. I do feel sorry for the manager due to nothing really happened until I talked directly with him.
APPLE VALLEY, CALIFORNIA -- I spent 1.5 hours shopping at the store in apple valley Ca. and had over 200.00 $ in merchandise and when I was to check out the clerk saw that my card had my wife's name on it and refused it. I explained that I had lost my card yesterday and both cards are identical except for name and offered to show her an expired card with the same number on it. When she refused to even look at the card she got quite snotty and I said I would pay cash but this would be the last time in this store since Home Depot is across the street.
At that time she walked off with my card and started telling everyone with a red vest on what had happened, I have been embarrassed before but not in a store by a clerk telling the world that I was attempting a fraudulent act. At this time my wife was on the phone and heard all of it, I offered to put her on the phone but the clerk was to busy making sure that customers and employees within earshot could hear her.
At this point I said I would never come back to a store that intentionally embarrasses their customers. However I needed several items badly and returned to pay cash. When an assistant manager came up and when I told him what happen he did not apologize or solicit my cash purchase. He just said the clerk did her job, Since when is an embarrassed customer part of a clerk's job.
At this point I said verbatim "this type of customer service is ridiculous and she can kiss my ass" then the manager took offense to a phrase spoken on broadcast TV, radio and is not in my opinion vulgar or offensive and was not directed towards him. HE ORDERED ME OUT OF YOUR STORE AND SAID NOT TO COME BACK!
I have pulled my receipts for 2013/2012 totaling 13,563.82. I gather this does not matter to the company so I have no choice unless an apology at the least is given and on second thought an apology coming from a man who is so thin skinned in an environment of contractors should be looking for a job.
After my experience I expect nothing from their company so Goodbye, and I have lost faith in the chain so good luck, may Karma pay the Apple Valley store a visit, Treating customers this way has a way of getting around.
GLASSGOW, KENTUCKY -- I was at Lowe's 5-24-2013 ask about a Metal roof quote. The lady called the guy and before I got home, a message was left. I called and left my name and number, today I went back and it has been 7 days later. I ask to talk to the store Manager, which took forever for him to come.
When he did I explained what had happened and I don't like doing business like that, he said "Let me look," so he looked in the computer and said "My guy don't do that we have never had a problem with him!" I said "Your guy never called me back after I left my name and number nor did he come," and the guy walked up and then he started saying he did call me over 5 times which was a big lie. He started saying he can prove it with his AT&T cell phone bill, I told him to prove it then let's see it!!
The argument went on maybe 5-8 minutes, of course with about 6 employee as audience. I told him "I guess Lowe's don't need the money." The point is what the Manager should have done is > Say sorry about whatever has happened and let me send my guy out for your quote but he did not, he defended his worker and to heck with the buyer. This guy was in the wrong to let things go the way it did so I went 50 miles to another place. That's real bull! Customers should be treated better than that, if it was not for customer there would be no Lowe's - in Glasgow KY or any other State. I was not asking for a Job nor Money nor a Discount, just a Roof Quote!!!
BIG FLATS, NEW YORK -- I am a female do-it-yourselfer who purchases supplies for major projects. One time I went to Lowe's for wire and as I stood in front of the wire cutting machine, I noticed male employees walking past the aisle, glancing down at me, standing there and then continued walking with no offer of help. I deliberately timed this and 45 minutes later my husband came looking for me and went and dragged a young man out of a different department to measure and cut the wire. I informed the young man that had I been standing there with a penis, I would have been waited on right away.
Case in point: a few days ago I went in again and picked up flooring tile among other things. As I was gathering up supplies from various departments, several times an employee would look my way with NO offer of help! Once as I stood with list in hand looking for a particular item with no success, I noticed an employee coming up the aisle right toward me. BUT he walked around me as if I didn't exist and continued on to go to the man further up the isle.
I walked around the store and put everything back. I should have left my cart there and walked out, but I guess I am a little more considerate than the employees at Lowe's. My money will no longer go to Lowe's. Home Depot is always ready to offer help.