CINCINNATI, OHIO -- Contracted Kitchen Remodel. Lowe's stopped coming to house and has refused to complete the kitchen when problems were discovered and repairs needed. Contacted Lowe's President, Lowe's Executive Customer Service, BBB, City Building Inspector, and Ohio State Attorney General. Shoddy electrical work created safety and fire hazard. Lowe's admitted mistakes VERBALLY. In writing, Lowe's Central Production Dept is closing the case without correcting the electrical work. They have not delivered and installed one cabinet, etc. They just stopped. I do not understand how they can get away with this.
GALLATIN, TENNESSEE -- I went to the Lowe's store and found the home services department as I need work done in a bathroom and was hoping to get a estimate on the cost to re-do the tub area. I finally found an employee and made an appointment with someone named Alicia who was supposed to come out on July 3 between 3-6pm. July 3 came, and there was no phone call or anyone showing up.
On July 4, I received a voicemail message on my phone and Alicia left a message stating that I had had something else come up (?!?) which is pretty strange since I waited for 3 hours for someone to call and show up; sounds like someone needs to be replaced with someone competent. She left a call back number which turned out to be the Gallatin Lowe's, NOT the number to reach her at.
I finally got the correct number, and sent a text message that was not exactly friendly. (basicallyBasically told her that she was lying (which she was) and that I would find someone else to do the work. Congratulations, Lowe's, think about how much money you just lost on that! Went to a Home Depot in a different city, but I could not even get waited on, so one seems to be as bad as the other.
LEHIGHTON, PENNSYLVANIA -- Don't get Lowe's to construct your deck, nothing but a headache from the start of construction. There are too many people involved from the salesman and "project manager" to the contractor and his workers. They don't communicate with each other. We didn't get a blueprint or sketch of the plans prior to construction and the salesman put "on" to existing deck instead of "up" to existing deck and now construction has halted for 2 weeks and they want us to pay $2,000 more to finish.
We paid these people in full in February and we were to be first in their deck for the season and doubt we will have it done for July 4th. We had to change 64 patio pavers to bring them level with the deck because the night before it was to start we were told they can't make the deck level with existing pavers. Just a horrible experience and it's not over yet!!!
ATHENS, TENNESSEE -- They have no help when loading large items. I was leaving the store and a fellow customer was loading a French door into his truck by himself. Me and another customer helped him load it. He had asked for help, no one came out. I have had this same issue at this store. I have also seen people struggle to load items while Lowe's employees look on.
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.