SUGAR LAND, TEXAS -- BUYER BE AWARE OF LOWE'S REMODEL. They are a ripoff!!! Contracted for kitchen cabinets Nov/2017. Cabinets arrived and installation began on December/2017. Cabinets that should had been installed in one day is going into the 5th month and as of April/2018 my kitchen is a mess due to incompetent designs, lack of pieces, and VERY BAD measurements by kitchen designer D...A... Dana. Addressed issues with Lowe's management and received very poor responses and customer service, especially from Ass Mgnt. Jimmy (or Smelly as what his employee's call him.)
As I alluded, we are in the 5th month and are still with an incomplete kitchen. We don't have any running water or electricity for the range, and consequently, my wife and me have to eat out three meals a day, every day. Contacted Lowe's home office in N.C. They also provided me with Poor Customer Service, although very apologetic. There are many more issues that cannot be disclosed at this time. I will update after a settlement is reached with Lowe's. My advice is to use caution when buying from Lowe's.
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:
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.
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.
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.
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.
SEEKONK, RHODE ISLAND -- I contracted Lowe's to install 100 feet of cedar fencing and a pergola add-on. Work began in the beginning of July. When the installer told me he had no experience installing cedar and was familiar with installing vinyl, I should have known this wouldn't go smoothly.
I originally ordered a four foot gate for the backyard. Shortly thereafter I changed my mind and phoned the project manager, Kevin **. I asked how much it would cost to have 2 three foot gates instead. He said it was a 50 dollar difference. I said ok. He said he didn't feel like driving out to Portsmouth from his store in Seekonk so I could sign a change order. He said he'd just go ahead and change the order and not charge the 50 dollars.
When the installers came we discovered that he hadn't changed the order. Lowe's shipped me 2 four foot gates one for the back and one for the front. They also didn't send the posts and lattice for the pergola. Mr. ** tried to convince me to accept the gates I'd originally ordered. I refused, telling him that I would gladly pay the 50 dollars, and if he'd done the change order like he was supposed to, this wouldn't have happened. So... he had the installers use the 2 four foot gates that were on hand to create the back gate and order an additional gate for the front.
By then, my existing chain link fence had been removed. Originally I'd had someone lined up to remove the fence for me, but that fell through. I asked Mr. ** how much more it would cost to add removal and disposal. $450 more. I had no choice but to agree, as the installation date was already here. Instead of removing the posts, the installers cut them at ground level. My husband could have done that himself! I was then left with metal-lined holes in the ground, along with the remaining underground concrete. How can I plant grass and shrubs over that? I paid for removal, and I expected the fence to be removed.
Since all the parts weren't available, they had to halt work and special order the additional gate and pergola parts. They blocked the gap where the front gate should have been with a section of fence. After they left I noticed multiple gaps in the fencing because I heard the familiar bark of my dog. From the street. I'd let her out and she immediately escaped. She weighs 2 pounds. She never escaped when I had my old chain link fence. So... my husband inspected the yard and used old boards and bricks to block the spots where she could possibly escape.
The installers didn't leave my yard in good shape. I have a 4 year old and a dog. They left a saw blade in the yard. They left a red bull can in the sink of my daughter's playhouse. They left packaging from the fence components in the yard. They left the dirt and rocks. They dug up when installing the fence posts behind. The dirt in the front of the house is heavy with slate. They spread that dirt instead of removing it.
How is my grass going to regrow through slate? The pieces aren't big enough to pick up, but they're big enough to ruin my lawn. The yard on the longest side of the fence is higher because they spread the dirt instead of removing it. They also left behind large rocks that they dug up during installation.
Then... I noticed that one of the fence posts in the front of the house was cracked. From top to bottom. Why would someone even install something like that? When I called, the Lowe's manager tried to convince me that it was "a natural variation in the wood." Even after I emailed the photos. How insulting. $5,500 for a fence and you try to convince me to accept a damaged product!
Anyway, I was promised that the missing fence parts would arrive in 2 weeks and the installers were scheduled to return then. 2 weeks came and went with no delivery. The installer called to cancel. Meanwhile, the manager never called to inform me of what was going on. Why the delay? I called. I was promised the gate would arrive on September 12. Nope. No gate, no update from Lowe's. At this point I was promised a call from Dave **, the Market Director. He had someone call on his behalf on September 15. I listed all my concerns and was promised installation the following Friday.
The next week the installer called to schedule. I told them that I was promised installation on Sept 23. They said no, they couldn't. It'd have to be the next Friday. I'm a teacher, and purposely scheduled this work for the summer, when I'd be home. At this point, the work needed to be done on a Friday because I'm back to work and that's the only day my husband would be home to answer any questions the installers had.
On Monday I spoke to a woman at the fence company and gave her a list if everything that needed to be resolved. So... now it's Friday, September 30. I've had no front gate for approximately 3 months. The new gate and pergola parts arrived yesterday.
The installers came today. They installed the front gate and pergola. But... when I spoke to the Market Director's representative and the fence company I asked them not to install the hardware they'd shipped on the front gate. It's the same kind that's on the back gate - a flat lever that you push down. That's fine for the back utility gate, but not for the entrance. They installed it anyway. Now it needs to be changed and there will be additional holes in my new front gate.
They botched up the repair of the gaps under the fence. They lowered a section of the fence so the dog can't crawl under. Now the top of one panel is 3 inches lower than the adjacent panel and the rails facing my yard aren't lined up. There's still gaps at the bottom where the dog can get out. In fact, the front gate is approximately 4-5 inches off the ground. My dog will easily escape. These installers knew when they were here in July that they couldn't leave gaps like that. They saw my dog.
The installers replaced the cracked fence post. But... it came right out. They hadn't cemented it in. In fact, there were tons of leftover bags of cement. They didn't cement the pergola posts in. Those posts are going to rot, just stuck in the ground like that. I need them to come back and cement every post into the ground.
Also, am I getting credit for the unused cement, panels, and posts? The project manager is supposed to know how much to order. I shouldn't have to pay when he doesn't know how to estimate a job. The installers also installed the drop bar on the back gate today. When they left the last time they used a piece of rebar as a substitute. But... the back gate is still not even. That was on the list of things to fix and it's still not done right.
Oh! And... at the time of the contract signing I was promised a 200 Lowes gift card. Mr. ** gave me the rebate form and receipt. Said to mail it in. Several weeks later I got a letter from Lowe's. They denied my submission. Said I didn't make a qualifying fence purchase.
So... I now have an expensive fence that is uneven, has posts that are going to rot, and doesn't keep the dog in the yard. All this after several months of headaches. I wish I could just have you take your fence back. I am beyond angry and discouraged.
My husband and I bought this house knowing we'd be making improvements. This is the first of many projects. We need windows, gutters, kitchen counters and cabinets and several other jobs done. We won't be hiring Lowe's.