Lowe's Consumer Reviews - Page 6

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.

FORT SMITH, ARKANSAS -- Had mower less than 5 months and had to have repaired twice. They charged for repair, even though it has 2 year warranty.

CLARKSVILLE, TENNESSEE -- To whom it may concern:
I am writing as a loyal Lowe's consumer of over 6 years. Lowe's is my main source of supplies for my maintenance company that services property management companies and Realtors within the Clarksville, TN area. Numerous concerns of mine have been supplied to Lowe's Store #498 of Clarksville, TN. I have expressed my concerns several times to management and to the Lowe's customer hotline ranging from delivery drivers not contacting customers in the morning before they leave for deliveries, to the rudeness of store employee staff, to the improper handling of orders I have placed.

The issues I am currently concerned with are as follows:
· I spent three (3) hours going through stacks of decking lumber to select specific deck boards for my own personal deck I am building. Once delivered it was apparent that it was not my selection. The wood was full of knots and the ends were split. It was not the lumber I took the time to personally hand select to be delivered to my home. When I contacted Mrs. S about this, I was advised it was because it was left outside. A week's worth of weather is not the cause of knots or splitting; this was not a sufficient explanation.
· I have expressed concerns that management at this store have started requiring the Pro service techs to pull the orders they take in, thus making them unavailable when needed by the consumers they were hired to assist. I have been made to wait over an hour at the Pro desk for assistance on multiple occasions. When I place an order to be pulled by staff, I receive constant complaints and comments from staff that I need to pull my own orders. I have advised Mrs. S on numerous occasions that if she has an issue pulling my orders then she would need to take it up with Lowe's, her employer, as they are the ones that have advised she needs to pull the orders.
· I have also expressed concerns that I have not been receiving a phone call from the delivery techs the morning of deliveries. I work with property management companies and pay to have items delivered to their clients' residences for me to install. If I am not notified of the delivery, then I am not present when the delivery takes place. My clients are not responsible, nor are they expected to be there for the deliveries. Dangerous situations have occurred with home owners and techs. We have had several cases where this has occurred in the past. I have notified my Pro Service specialist of this and it still continues to be an issue.
· Recently I purchased a zero turn mower from Lowes that was returned to the store by another customer. The ticket on the mower specifically stated I was able to purchase the Lowes protection plan and that the mower came with a 3-year manufacturer's warranty. I was informed that the mower was returned due to faulty transmission issues and was repaired by a Lowes approved vendor. Because it was returned Mrs. S informed me the protection plan was not available to purchase. Less than a week after I purchased the mower it would not start so I contacted the manufacturer who advised me the warranty would not be supported through them. I spoke with Mrs. S about this warranty and at that time she informed me it was only a 1-year warranty and it didn't cover starting; it only covered the transmission. I spoke with the Pro service team at the Lowe's S. Clarksville Store #3003 who advised me that if the mower was repaired by a Lowe's vendor then I should have been offered the Lowe's protection plan, as well as the original manufacturer's warranty. The mower was delivered with no paperwork. The original tag was removed from the mower before it was delivered to my house and I was charged the $20 delivery fee even though Lowe's' ads clearly state mowers will have free delivery. Prior to the purchase, I originally spoke with Mrs. S regarding interest in the mower. She advised me that she had already spoken with Mr. D, the store manager, and he was not willing to discuss the mower with her. There was apparently an issue between her and the manager because she had purchased some appliances that were still in the back of the store. My wanting to purchase a mower had nothing to do with her personal issues with the manager. Also, upon the morning of the mower being delivered, I was called at 6:37 am and asked to confirm delivery of my mower. Mind you this was the following day that I purchased the mower. I was then contacted again at 7:44am that they were leaving the store to deliver it. Mrs. S messaged me to let me know that they would leave the mower with out my being present, but I would be responsible if it were to disappear. I expressed my concerns about calling a business customer so early in the morning to Mrs. S at exactly 7:30am. Then at 7:33am she refunded the mower from my LAR account without my knowledge and rebilled it to a gift card so it is no longer on my LAR account. She used the excuse that it was the wrong purchasing number and if she left it that way, they would send the store a new one. When I spoke to management at the S. Clarksville Lowe's, I was informed that was not the case nor correct procedure. After all of this happened, I then contacted Mr. DU, the assistant store manager at the Clarksville Lowe's where I purchased the mower, and the one I dealt with when I purchased it, and negotiated the price. I contacted Mr. DU to inform him of everything and that I think Mrs. S was upset with me regarding purchasing the mower because she wanted to purchase it herself. He advised me he did not think that was the case; however, all signs point to it being the case. I also advised him the tag was removed before it was delivered, and that I was not provided any information about the mower or the warranty. The hose attachment for the mower deck was missing, the positive line to the battery was loosened, and then after the fact, I was told it is only a one-year warranty, not a three-year and it only covers the transmission. Mr. DU advised he could not remember which mower I bought as he has sold so many of them. Mind you I am inside the store multiple times a day and know almost everyone who works there. I find it hard to believe that he could could not remember the mower I purchased as it was the first Husqvarna zero turn mower that had been returned.
After all of this happened, the next day I was contacted by Mrs. S again and advised that some metal roofing I had ordered was now on back order and would take an additional 2 weeks.
I also needed to special order 108 windows and asked if someone could be sent out to take a measurement of the windows to just double check my measurements. When speaking with Mrs. S about this she initially informed me Lowe's does not do this any longer. Then when she found out it was 108 special order windows she informed me someone would be going to the apartment complex on Friday and it would cost me $35. I had the option for it to go on my account or pay cash to the tech that showed up. I waited at the complex all day Friday and even contacted Mrs. S to inform I had not been contacted by the party coming to measure the windows. On Monday I advised her no one ever showed up. Mrs. S informed me that Mr. L, her manager, put the work order in and was supposed to be having someone contact me and that my account was not charged the fee. I have spoken with Mr. L several times over the phone in the past and he has been very rude and confrontational, and at one point even told me to Google a question I had asked.
I have also placed several orders through lowesforpros.com and requested the order be taken to the Pro service station instead of the customer service desk because I always have other items being picked up at that location. Mrs. S has expressed that she does not appreciate having to pick up my items from the customer service desk and that I should do it on my own. In a world of contracting, time is money. I do not have the time to sit and wait for assistance at two separate stations. There is no reason for a Pro order to go to the customer service desk. I do feel this is a concern for many Pro users and why the website does not get more traffic.
Because of all of these issues I've dealt with in just the last few weeks, I have had no other choice than to find alternate suppliers. I contacted Home Depot and they sent someone right away to measure for the windows and it is free of charge. Because of the actions of Mrs. S, Mr. DU, and Mr. L of the Pro service station, Lowes has potentially lost a very large sale of 108 special order windows as well as my continued loyalty as a consumer.
I am requesting someone from corporate, or a regional manager, to contact me regarding the issues stated above because it is apparent that my concerns are not being addressed by management. I would like the situation handled. I have lost faith that this can be handled at the store level. Instead of hearing my valid complaints and using them as constructive criticism to improve a loyal customer's experience at their store, I feel my complaints are being used to retaliate against me and I can no longer allow it to continue. If the situation does not improve I will be forced to start conducting business elsewhere.
If needed, I can provide a copy of the text messages between Mrs. S and me in regards to dealing with the lawnmower, as well as the dated and time stamped receipts from purchasing the mower. I would like the mower purchase investigated and I would like the extended protection plan on the mower that was stated on the paperwork for the mower as well as stated in Lowe's company policies and procedures. I would also like to know why Lowe's company policy was not used during their interactions with me in the case of the mower, as well as the special order of 108 windows. This is my final straw and contacting corporate is my final step in reconciling a relationship with Lowe's for future orders. If I am dealing with these types of situations because of improper management and retaliation from the Pro service team, I can only imagine other customers may be experiencing the same treatment.

Thank you,
Thomas Sweatland

SHELBYVILLE, KENTUCKY -- I purchased a range, along with the whole kitchen package (refrigerator, dishwasher, microwave), from the Shelbyville, Kentucky location and was promised delivery of the range and refrigerator on Friday. I stressed to the sales associate, Daniel, that I was hesitant to buy from Lowe's due to their delivery reputation but he assured me that I would be taken care of. When Friday rolled around, the delivery guys showed up with the refrigerator only. No range. When I called and talked to Pat in appliances, I asked why my range was not on the truck.

He explained that is was an error and that all humans make mistakes. No apologies. I then talked to Chris who explained that the manufacturer was at fault because the range arrived to them marked incorrectly. No apologies. He felt that getting it delivered sometime today was apology enough. I had a full day planned and had to rearrange everything to accommodate Lowe's delivery and, you guessed it, "No Apologies!" I will never purchase anything from Lowe's due to their customer service. Never have I been made to feel like my time is so valueless.

CHARLOTTE, NORTH CAROLINA -- As others have mentioned, whatever you do, do not let Lowe's install any type of flooring for you. Their customer service is horrible and our experience getting Pergo Laminate installed was nothing short of a nightmare.

We ordered our laminate flooring on 3/12/2016 and they scheduled the delivery for 2 weeks later. I stayed home from work that day and nothing...no delivery, no phone calls. Thus began a series of no fewer than 30 calls to Lowe's over a period of 3 MONTHS. We were told "we will look into it and call you back" from the store manager, assistance store manager, flooring associates and almost anyone else that answered the phone. We finally received the flooring. And then waiting another 1-1/2 months before it was finally installed. Two huge skids set in our garage and we couldn't use our garage during this time.

We didn't know if the issue was with Lowe's or the contractor they hired to install the floor. But after calling the contractor myself, I was shocked at what he told me about Lowe's and how the long delays were common with them.

Once installed, the floors look great (kuddos to Service Pros, who installed the floors). But I went from being a loyal Lowe's shopper to someone who won't set foot in their store again.

And two more items to mention....

Laminate has to sit inside your house to acclimate for 48-72 hours. Since Lowe's delivered it to my garage instead of inside the house like they were supposed to, my wife and I had to move 2 skids of laminate into our house one by one. I asked Lowe's about a credit for doing this and they refused.

Lastly, Lowes billed us for 81 boxes of laminate. We received 70. And they have refused to reimburse us.

WASHINGTON -- Special ordered bath vanity which cost around a thousand dollars. Soft close drawer slider was mounted askew so that one side of drawer did not close all the way.

PORTLAND, OREGON -- Never was informed or otherwise notified that my countertops would be pieced together from other remnant left overs from other jobs. Upon speaking with Galaxy Stoneworks, they stated that that is their agreement with Lowe's as a corporate account to allow competitive pricing. Great! Now I have two pieces of stone that do not match in color, texture or appearance. Let the buyer beware; choose your stone directly and have a fabricator with good recommendations do the install. Then and only then will you know what you are expecting!

GARDEN CITY, NEW YORK -- Ordered 6/2 for party 6/10 - they called to reschedule everyday 3x changed date of delivery - 5x I took off 3 days sick and needed chairs for party. Still have not arrived. Never again. WORST SERVICE!!!

HUNTERSVILLE, NORTH CAROLINA -- We went to Lowe's and pick out the flooring we liked. Scheduled a time to be deliver at our home which they said that on May 1, 2016 was open that day. Then we set a time between 4-8 pm. Needless to say no one showed up. On Monday my husband called around 10 am and spoke to someone and they said they would call him back, no call!! Around 12:30-1:00 pm he called them back still no one would give him a answer about delivery, said again someone would call us back.

Around 3:30 pm my husband called them again and still nothing! So if this is the way do business no Thank you!! We cancelled our order. I guess they don't need our hardworking money! And we also are gutting our master bathroom and they won't have my business there either.

DANBURY, CONNECTICUT -- Is not often that I feel empowered to write about a sales representative but I was so impressed about the assistance I received from Dave ** at the Danbury Lowe's. He not only was extremely knowledgeable about the products in the flooring department but went out of his way to also assist me in other departments. I was in the process of opening a preschool so I required different items like appliances, blinds, vinyl flooring and carpet.

He advised me on the best products but also watched my spending and the best deals for the money. I was so taken by the fact that even though he went out of his way to walk me to other departments and counsel me at the products, per my request, he allowed the sales representatives in those departments to take on the sales.