Lowes - Think Twice Before Ordering Kitchen Cabinets - Poor Customer Service
GURNEE, ILLINOIS -- 4/2/12 - Purchased cabinetry and granite countertops from Lowe's store in Gurnee, IL with promise that we could view and pick out our granite slab and that the install would be with XXX, their express install company, and it would be measured exactly and the install would be completed in one week.
May 2012 - after two failed attempts to pick out our granite countertops, we finally had a scheduled appointment in Chicago to view and select a Granite Slab at the end of May. These failed attempts were due to an initial misunderstanding from the Lowe's sales representative and the company providing the granite not having any in stock.
6/14/12 - Install scheduled and completed in two days - but it wasn't satisfactory. There were many issues with this install from alignment to problems with the cabinetry and dirt left by the installers. See attached excel spreadsheet for further detail in regards to the issues.
6/18/12 - Kim B. from Lowe's came out to inspect install. Said she would schedule XXX to return to correct problems and that KraftMaid would send someone to correct problems.
7/6/12 - XXX returned to correct their issues with the installation.
8/2/12 - initial appt made for furniture repair company (scheduled by KraftMaid rep). They called since they were provided the address for XXX instead of our home address and we had to reschedule. They were in St. Charles not Gurnee, IL.
8/14/12 - Furniture repair company came out to make repairs to cabinetry and they actually made the issues worse.
8/17/12 KraftMaid representative and Lowe's management came out to inspect issues and determined that they would order all new cabinet doors, panels and light rails based on the issues and that this process would take 12 weeks due to KraftMaid's quality process.
11/16/12 - KraftMaid and Lowe's representative and XXX returned to replace all the cabinet doors, panels and light rails. They were all late showing up. Upon inspection of these new items, several were found with imperfections one actually had a plastic piece sticking out from it. We were surprised these went through and strict quality process and were still delivered. Several new parts had to be re-ordered with another 12 week delay. There was also a problem when XXX exchanged the end panel that houses an electrical outlet. It wasn't installed properly and there was electric arc which could have caused a fire. We had to replace the box and outlet.
2/26/13 - we received a call that the parts had come in and would be inspected.
3/6/13 - we received a call from Dave that KraftMaid representative would bring the parts to Lowe's to inspect and they would call me on 3/7 information.
3/7/13 Called Lowe's to see what was going on and Dave informed us that Rep didn't show up and was supposed to show up on 3/8.
3/8/13 - Dave called to tell us that Rep checked the items and there was one piece still not okay and that she was going to re-order it but it should only take one week this time.
3/13/13 - Rep called us and said that the piece was re-ordered and she would have a delivery estimate by 3/19 and would call us with an eta.
3/19 - 3/20/13 - still have not heard from anyone at Lowe's or KraftMaid.
3/21/13 - Dave from Lowe's called and said Rep would bring the parts to the Lowe's location for Nick and her to look over. Doug is supposed to go to Lowe's to investigate on 3-23-13.
3/23/13 - D went to inspect the new pieces and there are some minor issues so they are going to schedule an installation company and will call us with schedule information. Doug, Brian and Nick all decided that when the installation company came out they would inspect the new pieces compared to the old and decide if they should be replaced or just attempt to correct the initial problem.
3/27/13 - received a call from Dave at Lowe's that he is waiting on Rep to get back from vacation and schedule an installer and the furniture repair company to come to the house to complete this install. He said he would follow up with us next week.
4/4/13 - Furniture repair company called and scheduled an appt. for 4/11 between 10-12. I asked if they knew exactly what needed to be done and I was assured by Tina that they did.
4/10/13 - Dave from Lowes called to confirm we had an appt. and that he would call Rep to ensure the furniture repair company picked up the material from the local Lowes store.
4/11/13 - Le from repair company called to say they would be here at 10 and I asked her if she had picked up the material from Lowes. She said "they didn't deliver it?" I said no that they needed to pick it up. She did that and arrived around 10:30 am. They finished the change out at 12:30 P.M. They also were apparently not told that the pieces were supposed to be compared prior to installation. I looked at them but was also unaware of this issue. The repair company was also supposed to correct some edge issues. This information was also not relayed to the furniture repair company. Someone from Lowes should have attended this installation. Rep had not sent the repair company the layout until they were here. Major communication error again.
4/11/13 - We inspected new work and not satisfied that the stains match. The new pieces appear lighter than the original. There are other problems. called AnDrew at local Lowes store and related all problems to him. AnDrew said he would talk to Dave, the marketing manager and district manager of the store. AnDrew said that he would leave messages and someone would get back to us on 4/12. The instructions from the visit to the store on 3/23 were not relayed or followed.
4/12/13 - Dave from Lowes called and talked with us. The only thing Dave would say was that he would have to call Melissa back and address these current issues. Dave expressed his feelings that he wants to be done with this.
In all this time we have been unable to complete our kitchen. We have been waiting to paint and install our backsplash. But we didn't want to make any changes until this was completed. We have been "On Hold" for almost a year now.
Lowes has never accepted any ownership in the problems we have encountered. They have placed the owness on KraftMaid. Yet, we purchased and paid Lowes for this install. This has taken over 1 year from purchase.