RINCON, GEORGIA -- We entered into a contract on 2/2/18 with Lowe's in Rincon, GA for cabinet and countertop upgrades. We were told that the process would take 8-10 weeks. We took a $1000 loss to have flooring tile removed only to later find out that it was part of Lowe's contractor demolition. We've had debris and excess cabinets that were replaced due to delivery damages sitting in our garage for 5 months.
Today is 9/2/18 and we have had the worst experience with Lowe's Corporate and the contractors hired to perform the services. After delays with the arrival of cabinets, the contractor began the kitchen upgrade in early May. Since that time, Gravitas Services of Richmond Hill, GA failed to properly install electrical light wiring, lost the mounts for our microwave and didn't install for 4 months. The backsplash work looks as though someone took a class at Home Depot and came to our home to practice. They used a dull blade on the glass tile which caused the edges to chip and the tile is crooked and not evenly flush.
The granite counter top was damaged by MultiStone during installation as well as had appearances of rust in the stone. After 3 trips to our home and sanding by MultiStone and a Lowe's Field Representative to verify the terrible work by the contractors, we are no longer getting calls from Lowe's Corporate or any contractors to give us a date when they are coming out to replace our countertops.
Lowe's has left us in the middle of a contract knowing that the work is incomplete. There's no way to contact anyone above the Corporate Installation team. You continually get the same people who consider it a badge of honor to frustrate the customer because they know that calls will reroute to them.
Months ago, the team would periodically call or email as a useless courtesy to ask if our project was finished and tell you that our contractor is our point of contact for complaints. There's no way that it should take nearly 8 months for cabinet upgrades in a small kitchen. Lowe's continually moves managers and associates around; therefore, you will get a new experience trying to repeatedly address your concerns. As far as contractors in this area: I've never had a service performed professionally, on time, or without extensive delays and terrible workmanship.
Lowe's has trapped us into a contract that we paid for up front and left us to fend for ourselves with these terrible contractors that they provided to do a job. This is a program that Lowe's should have never attempted by trying to take work from the local businesses and continue to overwhelm the same contractors with work. They are so far behind and work will cease at Thanksgiving because that's typical for this area.
We don't expect to get any further help from Lowe's. Gravitas is working in concert with MultiStone by reporting to BJ of Lowe's Regional. They won't redo our backsplash until Multistone replaces our countertop. Both contractors are stalling to harass us because of our complaints. We will spend the costs for legal action rather than sit here living out of boxes. I can just take a class at Home Depot to install a backsplash because this is the type of work that Dean from Gravitas left us. He and Lowe's will just move on to the next unsuspecting victims.
CHANDLER, ARIZONA -- We have Schuler in our kitchen and Kraftmaid in our bathrooms. I do NOT recommend Schuler cabinets. We spent a lot of money on the cherry wood and they look beautiful when installed but after just a few years, the finish doesn't hold up. The finish has completely worn off all over the place but mainly around the handles and near the floor. Meanwhile, the cheaper Kraftmaid cabinets are in perfect condition... they look as good as the day we installed them. I regret getting Schuler... I thought I did my homework and that I would love them but what a disaster.
To Schuler's credit, they contacted me when they saw the horrific cabinet photos I posted to their Facebook page and they replaced some of the worst worn-out fronts and gave me a touch up kit but neither solution has last long... the replacements are already showing their wear. I expected more from expensive cabinets.
CANTON, MICHIGAN -- Lowe's is HORRIBLE. We ordered and paid in full for custom kitchen cabinets from Lowe's 180 days ago. They still aren't done. Installers have ruined cabinets that needed re-ordered, broken 2 appliances in the process and left our house a disaster. From the Lowe's side, they drop the ball at every opportunity and will sell you on a process that you won't get.
SANTA FE, NEW MEXICO -- Ordered over $15,000 worth of cabinets prepaid. The cabinets color on the cabinets is orange or sienna glaze. They refuse to make them right. Also two cabinets were busted. Took another 8 weeks to receive the cabinets. Still 16 weeks later the kitchen is incomplete will not deal with them again. They would not compensate for anything for the dissatisfaction. Buyer beware.
ASHTABULA, OHIO -- We started our kitchen renovation in September 2017. The plan was do everything ourselves, but our schedules would make it too difficult. We chose Lowe's without checking any reviews online. The cabinet sales guy talked us into hiring Lowe's to hang our cabinets and replace the kitchen window above the sink. We were told how wonderful this guy is and that he has been doing this for 14 years without one complaint. We have complained several times about this installer.
I guess we're the first, right? I doubt it. It started with the window being installed 5/8" to the right of where it was supposed to be which started a cascade of problems and lies. We ordered Kraftmaid cabinets which took forever to get and had many manufacturing defects. They were supposed to be top-notch. It turns out Kraftmaid's great success has come at a cost. They can no longer achieve the quality they once had due to the massive world-wide orders.
Our wonderful cabinet sales guy from Lowe's only ordered four replacement doors. We waited for almost a month to get them and they're worse than the originals. There is paint missing and paint over contamination and sanding dust. They clearly don't care and would just like us to accept them and go away. We just waited another two weeks and haven't heard anything so I contacted them only to find out they have done NOTHING again. I don't know what they're doing. They informed us that we now have a new project coordinator.
That make #4 since September. Lowe's has no answer as to why they change coordinators so much. I will not be hiring Lowe's to do anything in the near future which probably pleases them since they are probably tired of hearing from me. Get it together Lowe's or you won't have any customers. There are many more issues, but not enough room to fit them all here.
Everything you read about Lowe's is true. They take forever to do anything and lie about it when it's wrong. All that money I spent should have guaranteed that Lowe's would be on my side when Kraftmaid sent me defective cabinets with shoddy workmanship, but no, they side with Kraftmaid. They have no intention of helping me get good quality cabinets.
TUPELO, MISSISSIPPI -- The Lowe's associate in the kitchen cabinets section was amazing. He planned out a wonderful kitchen and has been super helpful. They were having a sale and we thought it was a great deal. We had mold behind our kitchen sink and we were originally told that our cabinets would arrive at Lowe's on January 24th. We did our own demolition and our own mold cleanup ourselves. Our portion of the work was completed on January 25th because we were told our cabinets would arrive several days after they got to Lowe's.
Lowe's has a person who is supposed to coordinate the job between the contractor, the delivery of the cabinets and the granite people. She has called us several times to find out what we knew about the job and when people were coming. Clearly, she has no idea what her job is.
The cabinets were delivered last week and there were so many boxes that they had to put them in our garage. They've been there ever since. Meanwhile, we've been without a kitchen for almost 3 weeks while the stooges at Lowe's try to coordinate the job.
I called tonight to complain and got lectured by the contractor that it takes a long time and that he has some other customers who have been without a kitchen since December. I'm pretty sure those people are impressed with the service at Lowe's, as well. Moral of the story - don't use Lowe's for a home project. There is a reason why they are having a sale and it's significantly cheaper than actual companies who strive for actual customer satisfaction.
ALBUQUERQUE, NEW MEXICO -- The “designer” took it upon themselves to make a decision that took three months to correct. They ordered a cabinet for the corner sink. It had a single door and was so small only child would've been able to connect the plumbing that was under the sink with that cabinet. Ok no big thing, just order a new corner cabinet. What only took 2 weeks for a whole set of kitchen cabinets, took 3 months for one. When they were finally done with the job it look like an amateur put that kitchen together. I suggest you go someplace else or do the job yourself.
SILVERTHORNE, COLORADO -- Ordered Prelude Diamond cabinets. They delivered me 2nds. Much damage. They never disputed my claim just will not make it right. In the meantime I am without a kitchen. Ordered cabinets on November 1. It's now pushing February! Customer service is lower than any cable company I have worked with! LOWE'S needs to change their name to LOW LIFES. Just add the "LIF".
SOUTH LEBANON, OHIO -- Contracted for a kitchen remodel and had numerous issues during the process. They did not utilize an educated design associate. Was told to replace cabinets as currently designed. Came and measured but still altered the size of a cabinet by 3". Did not follow design instruction set forth in initial meetings. When trying to talk w/ the store CSR, she talked over me and didn't listen to my concerns. Made statements like, "We don't discuss every issue with the customer" and "Sometimes we have to guess just what you need".
This on a $32,000 job?? Grossly over priced for a 12x12 room with cabinets only on 2 walls. You must pay upfront and then you have no leverage to insist on quality work. The GC was never at the property. My main issues were with the store and their responsibilities. The workmanship of the install crew was good until painting. Painting not a professional job. Overall would not recommend Lowe's for install project.
POTTSVILLE, PENNSYLVANIA -- June 2017 Prepaid $19,000 for Diamond kitchen cabinets, new appliances GE, and countertop with sink all in one. Cabinets arrived August 2017. Installer and salesperson came to our home to unbox the delivery. The doors on the cabinets were one thin sheet and we were told they could order a better door so we opted to do that. Unfortunately we let the installer proceed with demolition, now for the news that new doors would be an additional $3000. Lowe's and Diamond refused to take back the original doors. "There is nothing wrong with them". Customer dissatisfaction with the quality is a very good reason to return a product.
Now for the installer "her second best". He worked alone and clearly needed help which my husband provided lest he destroy our home completely. The cabinets did not fit so he cut at them, the design was off center upper cabinets hung crooked and when doors were finally put on they hit the light fixtures above the cabinets. Installer's answer. Cut at them. When we called a halt to the wood butchering he left. Lowe's listened to our complaints and had an investigator take pictures.
Finally in October 2017 a second installer looked at the job and new cabinetry had to be ordered. Everything was supposed to arrive November 2017 but again when 2nd installer started working things were not there. Now they refuse to believe that things weren't delivered and had them sent to the store. Finally December 20, 2017 the kitchen was completed. $22,000 later Lowe's promised to reimburse us for our loss of a workable kitchen for 4 months and my husband's work he did with the first installer and his poor workmanship and destruction of our property. This is what happens when you pay in advance!