Lowe's Complaint - Kitchen Cabinet Purchase
CHARLESTON, SOUTH CAROLINA -- We spent $12K with Lowe’s; we wish we'd spent $15K elsewhere.
At a glance, it is white and it smells new.
The whole process is very time consuming. Multiple trips to clarify design "want and needs". Appointments are a must. They’re hard to schedule, with Lowe’s limited sales person availability. It took 3 times of taking the sales person/designer and physically pointing out, and ensuring her hand went on the same "style" sample of exactly what we wanted to get it right. With very minute changes costs varied widely. Every visit was a different price and different "style". Drawers, shelves & Lazy Susan were added to the original order as requested (pointed out by the Lowe’s salesperson in the catalog and added on the order screen), then secretly deleted to make the sale look desirable, cost wise. Now as the project nears an end, we are hit with the added costs for all the conveniently left out "needs" that we made clear.
They give you a pretty black and white print out of what the cabinets are supposed to look like, with a list of numbers, SKU codes and abbreviations you need design/sales software to decipher.
You show Lowe’s what you want. You tell Lowe’s what you want. Lowe’s quotes everything you ask for with the cheapest cabinet version, the one that was never a consideration. And you can’t tell the difference in the B&W graphic printout. When you catch the error the price changes only slightly, because that's when Lowe’s secretly delete your "needs" to close the sale. ( I guess we got lucky to notice the cabinet name not ringing any bells on the order date………………… it should have been blowing whistles and sounding alarms to get the hell out of the store.)
Lowe’s sends out a "professional installer" to measure to ensure layout and functionality. Lowe’s measures and just nods as you try to make sure they understand the layout.
From the time the cabinets were purchased, Lowe's install department calls regularly with status updates to an annoying degree.
The same Lowe’s measuring guy shows up to install the new cabinets. It looks like he's making progress daily. All day Thursday, Friday and Saturday morning until 11am, when he had enough time invested and everything that was shipped was screwed down. That's when the quick clean up is done and the even quicker caulk job. He asks how it looks.
We take him to the mudroom where the cabinet door won't open all the way because it hits the door knob leading to the garage. (There is a gap of 3&3/8" between the cabinet and the dryer plenty of room to have been installed 3" to the right and filler placed on the left.) The drawers won't slide out, and the measure guy says "all you need to do is go to Lowe’s buy a different style door knob". We ask him if he is sure he is done. He assures us he is. He quickly exits.
Well, Lowe’s annoying status phone calls abruptly stop. No call to check on how we think the install turned out. After two messages and three calls we get the Lowe’s install manager who says "no problem we'll take care of everything, just fax me a punch list". Days go by, no word.
Then the Lowe’s salesperson calls Friday afternoon to place all the change orders (additional hidden charges). She says she left out the "need" items to keep it in our budget (yeah right). The one we didn't have when we started. Who sells a 7' tall stacked pantry cabinet, next to the fridge with no shelves or drawers, save the one where the top cabinet sits on the bottom cabinet? No room for a broom.
Well don't think the cabinet door hitting the garage door knob was the only install problem. His punch list was a page long. Issues ranging from pencil marks everywhere(It just means along with going back to Lowe’s, buying a new door knob, a Magic Eraser, extra wall primer and drywall mud), to unleveled counter mounting surface(granite warranty? hmmn??), to 1/4" undercut trim pieces, cabinets screwed through the outside to the floor. Less than a quarter complete hap-hazard caulk job. The list goes on and on.
A visit is made to Lowe’s to find out what the hold up is.
Two weeks later the Lowe’s measuring guy comes back(no punch list, and no idea what he is doing back)and proceeds to spend 3.5 hours caulking his 1/4" undercuts and screw holes through the sides of our brand new cabinets. The mudroom cabinet door still hits the garage door knob...D#@*! I forgot. I haven't bought a new knob yet??? Well, anyway he leaves.
With the new smaller laid out cabinet scheme (why is it smaller??? Wasn’t there a pre order measurement visit?) The walls, and the ceiling all along the white crown have a nice tan ring, then a caulk line (where the old cabinets used to be), then bright white ceiling. (So now the ceiling needs to be scraped and re-sprayed.... I used to wonder how people were always going over budget...now I know.)
The trim...some is real wood painted white, some is synthetic particle board with just primer, then there's the trim that just missing. Fillers are tight at the top and out on the bottom a 1/4".
The Lowe’s sales person added a cookie sheet cabinet to the left of the dishwasher to balance out the corner cabinet on the right of the sink (not our “want or need”, there is a cookie sheet drawer under the wall oven). The salesperson made certain, we knew we couldn’t increase our stovetop dimension but…….. the one thing, the installer thought to mention, when he was done, was the surprising result: an opening for less than a 28” custom single sink.
It's been weeks now since the Lowe’s installation started and we've no idea when Lowe’s will be finished.
Our credit card company quickly credited our account upon dispute against Lowe’s.
Maybe if we're lucky…. a Lowe’s supervisor might come out in the next week or two.
We're feeling we'll be paying someone else to finish, and settling with our credit card company.
We're just glad we didn't write a check. Lowe's wants all their money upfront.
Don't forget the headaches from cabinet off-gassing. But it doesn't matter that the cabinets shipped before the paint was dry. Delivered in 2 weeks from order date. Maybe that's why the paint is missing from many doors.