Lowe's Consumer Reviews - Page 5

INDIANAPOLIS, INDIANA -- We had contracted Lowe's to do a remodeling project. Everything was fine for the most part until it was handed off to the Central Production Office and then the chaos began. The Lowe's Central Production Office is terrible at communicating and coordinating with the store, the contractors and the customer. The best part is how when things go wrong, the Central Production Office starts pointing fingers at the store and vice versa with the customer right in the middle of it.

It's amazing how archaic the methods are that they are using to provide the service. For the majority of their installations, there is a set number of steps in their standard process and they'll gladly tell you what they are to get you familiar with their unnecessarily complex process. But when you ask them to provide a status update, they seem to struggle to figure out what step were on, what steps are left to do or what's going on in any of the steps.

They have almost ZERO project management and that's supposed to be one of key features of the service. If you have them do your job, be prepared to be your own project manager and be frustrated running around in circles talking to multiple different people that don't always talk to each other and end up telling you conflicting things about how to navigate through their labyrinth of a process.

Be prepared to not be notified about significant changes in your project until the absolute last minute unexpectedly and for no apparent reason. Then you'll be expected to re-arrange your schedule and situation on a dime to accommodate their lack of project management and organizational skills. For me, it's not worth it. On the positive side with both this project and single product installation, the positive aspects:

• Price is generally reasonable
• The selection of materials is decent
• The work the contractors do is generally good

However, you'll be expected to oversee your own project and you'll have to pay close attention to what everyone is doing because there will be no one who is really on top of the project. It will likely be frustrating and very time-consuming.

My understanding was that was supposed to be a key feature of this service that Lowe's offers. They definitely don't deliver on that. If that's really important to you, you'd be better off looking elsewhere at a remodeling company that delivers that type of customer service. However, if you have a lot of patience, like overseeing projects and have lots of free time to check and micro-manage everything because otherwise it won't get done right, Lowe's is probably a good option for you.

CALGARY, WASHINGTON -- Actually turned around to shop Lowe's today (we were on our way to Home Depot, another 15 minutes away when we remembered the newer store in the neighbourhood): what a mistake! Not only did they not have the item we were after in stock – they sell 5 or 6 different sizes but had only a couple available – but the only available staff in the department was tied up with a customer. I took a picture of the item in question, including the stock # / description before heading off to find assistance. I searched through every aisle, then nearer to the checkout area before I could find a red apron. I found someone who was not a hardware guy who told me we'd go find someone from the department. Encouraged, I followed him back through the hardware section and down to the end of an aisle, where another customer stopped to ask him a question. To my shock and dismay, he dropped our search and headed off with this new individual to help him with his quest!

*This* is how Lowe's treats its customers?!! We have only shopped Lowe's a handful of times and have had no problems there in the past but I definitely won't be back any time soon. Will also ensure that my contractor is not spending my $$ there for any current or future renovation projects.

LAFOLLETTE, TENNESSEE -- Four months and counting... Contract signed with Lowe's mid-Sept. 2017 to remodel 10' x 15' kitchen... Installation of cabinets, sink, small sidebar and stove. It's Jan. 20, 2018 and job still incomplete. Kitchen sink removed in Sept. but had not been replaced by Thanksgiving. Cabinet contractor's crew was great. Lowe's coordination/management not.

No coordination of materials needed to complete job, stove has been sitting on our porch in a cardboard box for 2 months with no one appearing to install it. On several occasions individuals provided by Lowe's have said "not my job". Opinion: Stay away from Lowe's.

HOUSTON, TEXAS -- On November 18, 2017 I bought an area rug from Lowe's Online it gave me a delivery date of November 21, 2017. I wanted it in time for Thanksgiving. I was charged $501.50 on my credit card for this purchase on November 20, 2017; this is the full amount and the date it cleared the bank. It is now December 20, 2017 and still no rug. I started out by looking at the order online and it stated it was delivered on November 21, 2017 but showed no shipping/delivery details. I checked my video monitor, which records all activity at my front door, for 20-22 of November. No rug was ever delivered. I went to my local store and after 45 minutes of waiting was told they can't help me since it was online order. They gave me a phone number to call. I called this weekend and was told their records show it was delivered. Since it was sent out by independent vendor, although I bought it through Lowe's and Lowe's charged my credit card, they can't do anything. She said she would send vendor email and someone should contact me from the vendor on Monday, December 18th. Monday came and went and no contact. I then noticed on my invoice they listed the address of the company that shipped the rug, no name or phone number. I did internet search by address and found the rug company and phone number. I called them on Tuesday and sure enough they had records of my order. They told me that they notified Lowe's the day after the order came in that they had cancelled the order because the rug was no longer available. They stated since the order was cancelled that Lowe's never sent them any money for the product and my issue was with Lowe's and not them. I then called Lowe's back and explained the issue that the vendor never even sent the item out and the order had been cancelled by the vendor. Lowe's now tells me that since I did not pay with a Lowe's credit card they can't help me with the refund. After almost an hour on hold while the researched the problem I was told to call yet another phone number. I have been call with (700) number all day yesterday and this morning since 6:00 AM; the number is always busy. This is theft of monies plain and simple. I am now forced to call my bank and dispute the charges. If this is how they run their online business then they need to close the site down and forget it. I WILL NEVER SHOP WITH LOWE'S AGAIN.

SANTA FE, NEW MEXICO -- You couldn't pay me to buy another appliance at Lowe's in Santa Fe. Their delivery dept is so inefficient that even on the day of delivery they are unable to give customers any idea of what time the product will be delivered. That is the case even though at time of purchase they claimed I would get a 4 hour delivery window and the day of, a 2 hour window. Other stores manage to be able to provide at least a 4 hour window when the product will arrive so it seems Lowe's simply doesn't care about customer service.

WOOD VILLAGE, OREGON -- On 9/15/17 went into the Wood Village, OR Lowe's to get bark mulch, on sale in the new ad. Completely out and would not issue a rain check, for a product carried year round. POOR CUSTOMER SERVICE. POOR STORE POLICY.

PANAMA CITY, FLORIDA -- I buy online frequently. But, this was my first and probably last Lowe's purchase. I placed an order for a half-dozen items from the garden department and was informed I'd receive an email when the order was ready for pick-up. Several hours later, I received the email. So far, so good.

When I got to the store's pick-up there were several people waiting in front of me. Several people who arrived after I did were waited on first, getting me a little bit irritated. When it was my turn, I handed the lady my order number, she spent a minute looking baffled, entered some info on her computer, looked baffled a little longer. At this point, I told her about having received the pick-up order and she told me they'd apparently taken my stuff to the loading area at the rear of the store. I'd need to drive around to the guard station and ask for it there... so I drove around back.

The lady at the guard station looked puzzled and called someone on her radio, then told me my stuff was in the garden center and I'd need to pick it up there. So, I drove back to the parking lot where I'd started and went to the garden center. The lady there told me I'd need to drive to the guard station behind the store (where I'd just been). I told her I'd been there already and she got on her radio and called for somebody else to assist me. The nice man who showed up to help grabbed a shopping cart and my order and we went around and gathered my stuff up from its various locations around the garden shop.

This all happened about one hour after I'd received the email saying pick-up was ready. I like the convenience of shopping online and partake frequently. Obviously, at least in my local store, Lowe's is NOT up to steam on the concept. Oddly, I chose Lowe's for my online purchase because their website functions quite well in contrast to that of Home Depot, where I can't get anything accomplished. Five Stars for your website, zip for the store's fulfillment of the order. I'll give you two stars.

HAMBURG, PA -- Spent $30K for a kitchen remodel. Ended up with a floor that needs to be ripped up and re-installed, cabinets that require parts to be replaced due to poor quality, backsplash that needs 2nd re-fix (tiles crooked), caulking needs to be ripped out and replaced due to air-holes and other, painting is a mess and unfinished wall (behind refrigerator).

This has been an emotional and financial disaster. Lowe's got my money in October and the kitchen is in remodel stage in late February and now March before it is potentially completed. I have spent considerable time managing communications and fielding disasters. SO UNACCEPTABLE. If you decide to purchase remodels thru Lowe's; VET the General contractor - ask to see his work for the exact type of job. Otherwise, you will be a potential victim of crime. No one should have to go thru what our family has gone thru. Lowe's is a large corporation and they have a lot of employees running around with "zero" accountability.

SANTEE, CALIFORNIA -- After spending over $9,000 on a new kitchen appliance package I am sad to report that the Lowes extended service plan is absolutely ridiculous. Buy your appliances and get an extended service plan at a store where they are actually going to FIX things and honor a replacement policy. 11 weeks ago our dishwasher started stopping mid cycle and an error code appeared. It could not be used. This is a "nice" dishwasher, allegedly. We called for service under our extended warranty. A week later comes the first guy and 11 weeks and 7 service visits later here we are. Not fixed, not replaced. Whats the problem you ask? Lowes requires that your appliance be repaired three time and that the repair fail three times before they will declare it a lemon. How can anything be declared a lemon if it can not be fixed even once? The warranty company can't figure out whats leaking and have guessed at what parts to order. Parts have arrived used, with hard water stains on them in the same location where the tech believes our dishwasher is leaking. The mysterious leak has shorted out other parts. Still no one can see where its leaking from even after my husband and I took turns laying on the floor during the cycle with a flash light taking pictures of anything that looked remotely wet. The service company keeps tickets open returning to the house more than once on the same call so in Lowes warranty system 7 trips to my house appears to be only 3.

Seven half days off work, Seven tech appointments each at least an hour. Five parts ordered to the house. What does that cost? How much is a new Dishwasher?

Ill be going to another store tomorrow to buy something new. I can't take the run around anymore. Then Ill spend 77 days on social media telling everyone who will listen about Lowes, their "extended service plan" and crappy customer service. Thats one day for every day Ive been waiting for my dishwasher to be fixed. Small claims court here we come.............

Enough is enough!

COLUMBUS, OHIO -- We thought Lowe's would be a reliable company to use to replace our 20 year old kitchen countertops. We were wrong! We picked out a Formica brand laminate and they came out and measured. It seemed as if things were going well. Then the installers never followed up and we called them after waiting to hear when they would be out to install. They said the laminate arrived damaged.

Then after months of waiting, they installed the countertops. Within 2 weeks bubbling showed up around the sink edge! We calls Lowe's and they said they would notify the installer. No one called us for weeks. We called Lowe's again and again, and still not call backs. Finally we threaten Lowe's with a BBB report. Still no installer came out.

Finally Lowe's salesman came out and took pictures, and contacted the installer/manufacturer. They replied that it was the home owner's fault and it was water damage that caused the problem. WATER Damage? Week it was around the SINK, and yes there is water in the sink, and it splashes out and drips from our hands. Hell the other countertop lasted 20 years! They finally replaced it after almost a year. Now we wonder how long it will last... maybe months.