Lowe's Informative - Incompetent Kitchen Installation
BOYNTON BEACH, FLORIDA -- I have had the most unpleasant experience involving the installation of kitchen cabinets by Lowe’s of Boynton Beach, Florida.
This project started in mid April, and I was assured that it would be completed by mid May.
All went smoothly up to the actual installation, when the installer damaged a cabinet and incorrectly installed another.
I met with the installer, a person from Lowe’s installation sales, and a factory rep from Shenandoah Cabinets.
The rep agreed to replace 4 inferior doors and a drawer (I had requested 5 doors be replaced). The installer discussed what he needed to do to fix the installation (which I agreed to, even though I felt the cabinet should be replaced.) And the installation sales person took notes as to what need to be ordered.
I was told that this was to be expedited, and I would not have to wait long for a completed kitchen. This was also spelled out in the original contract I signed, that everything would be expedited if there were any problems.
I heard nothing from anyone at Lowe’s for several weeks, and my phone calls were not returned. When I finally spoke with someone, I found out the parts had just been ordered three weeks after our meeting.
I requested that they contact the company, and have the parts express shipped, which did not happen.
Two weeks later (5 weeks after the meeting) I had to call to find out that the parts had arrived and to schedule a time for the installer.
The installer called the morning of the installation to ask me where the parts were. I gave him directions to the store and waited. When he arrived, he had the wrong parts, but said he could work on some of the other problems. By this time I had had it with Lowe’s and refused, having him wait for me to speak with installation sales.
While he was waiting, he started measuring the installed cabinets, and asked that I not tell anyone he told me this. He said that the space for the dishwasher was off by 3/4 of an inch on top and 5/8 of an inch on the bottom, that the base cabinets on one wall did not align with the wall cabinets above them, and some other miscellaneous installation errors.
I was still on hold with Lowe’s, so I really lost it. I demanded another meeting with installation sales and the installer. I was told that my original salesman had “pushed the wrong button” and ordered the wrong parts.
I took time from work again to have the second meeting. Again we discussed how the cabinets were to be repaired, and again I was told that this would be expedited. The correct parts were to be ordered, and a new replacement door was ordered.
Two weeks later, the replacement door arrives. It was defective. I called to complain, and found out the other parts had just been shipped, not to arrive for another week.
If all the correct parts arrive as planned, that would be around July 30. That is 3 1/2 months and it is still not complete.
I have left out all the unreturned phone calls, the inappropriate jokes concerning the problems, and the total lack of any sort of apology.
To say the least, I will never use Lowe’s for any type of project again, or any major purchases. I had scheduled to have the counter tops installed, and the major appliances purchased and installed by Lowe’s, but pulled those orders. By having incompetent people in installation sales positions, you are losing money.
I am further telling everyone I know about this fiasco, and suggesting they avoid Lowe’s, as well as posting these comments on consumeraffairs.com, complaints.com and my3cents.com.