ComplaintsforLowe's Home Centers, LLC

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order ********* Ordered from store that I called and confirmed had inventory. The new order system must have updated my location to change the pick up store. Called to get order transferred to store with inventory. Confirmed with store again that they had inventory. Drove 30 minutes to find out inventory was wrong or order had not been pulled and product got sold.Paid with gift cards. I was told that replacement will take weeks so they just get to sit on my money instead of returning it back to the cards or issuing a new one immediately. They shipped card not to my billing address but to a previous job address in the system.

  Business response

  01/25/2022

  1/25/2022
  
  Better Business Bureau of Southern Piedmont and Western *************************************************************************
  
  Name: ***********************
  RE: Case #: 16666561
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 1/25/2022 correspondence regarding a complaint that has been filed by ***********************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *********************** to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely,
  LavoniaC
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was dealing with the ******* ** location. I wanted to have 9 windows of blinds measure and install though H3431363233**38343234H in August 15 2021. I paid $15 for the measurements to be made. Between August to November no one came to even measure the blinds. I ended up going to the ****** location and expressed my dissatisfaction with *******. They said they would help ASAP. ****** sent a man out to measure in December 2021. I asked the man how long it would be and he said he would take the measurements directly to the store. I entered the contract on December 30 and paid $99 installation and the blinds which came to about $800. They scheduled a time to come out. They were supposed to come out Tuesday of last week between 12 and 2. The gentleman calls me at 1:26 saying he has been at the ****** location and they cannot find my order. They eventually found my order. The contractor came out and started installing the blinds. The contractor said the blinds were measured wrong. Apparently they were measured by a different contractor by H3431363233**38343234H. I was told by this contractor that he had to leave to go to another job on time. He ended up leaving. He said he would be out the next day and did not show up. I called and he apologized and said he could come out on Friday at 3. I said that was fine. Friday at 3 comes, no one shows up. He calls me and says he has to reschedule. I am tired of hearing he is working with other customers and not me. He said he would be there around 5 and I said fine, I was frustrated. He said he could come at 7:30. He said he would come on Saturday. I stopped communicating. I went to the ****** H3431363233**38343234H and asked to speak to the assistant manager. I now am getting a **** for the $800 and apparently the contractor closed out the installation even though only 3 windows were actually installed and one that is too short. At this point, I want the blinds removed from my home and remove this ****. The manager told me to work with the contractor. I do not need to speak to them. I didn&#**;t chose them and my contract is not with them, it is with H3431363233**38343234H. I got an email that said my order is complete. THIS IS NOT COMPLETE. I called and spoke to **************** and they said they would speak to the district manager. I heard from ******* who said they will not be doing any of this.

  Business response

  01/26/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 1/26/2022 correspondence regarding a complaint that has been filed by *****************************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ***************************** to address their concern.
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely,
  **************
  Lowes Executive Customer Relations
  *************
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a washer with protection plan that was repaired once already. In October of 2021 I called because it once again needs repair. I was told it was under warranty for another 6 months. They sent a service technician out to do the repair and he ordered parts which understandably due to the pandemic took a longer time to come in. When the technician came out they were unable to repair and contacted lowes and they were to call us back with an adjustment of a refund towards a new washer. This has been over 30 days and we have received no contact what so ever.

  Business response

  01/25/2022

  1/25/2022
  
  Better Business Bureau of Southern Piedmont and Western *************************************************************************
  
  Name: ***********************************
  RE: Case #: 16665796
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 1/25/2022 correspondence regarding a complaint that has been filed by ***********************************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *********************************** to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely,
  **** S
  Lowes Executive Customer Relations
  **************
  
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a 4.5 by 7.5 steel utility trailer with home delivery 15 Nov 2021 (in stock at the time, PO *********). My card was charged within 2 days. Received a message from Lowes 9 Dec 2021 letting me know the item was out of stock. Kept contacting Lowes and they did not reply. They then informed me it was picked up 27 Nov. it was not by me nor was it delivered. On 10 Jan 2021 I contacted the credit card company to dispute the charge. Lowes has still not responded to the dispute. We called the company Lowes dealt with and they also never contacted us. No resolution or contact to date.

  Business response

  01/25/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 1/25/2022 correspondence regarding a complaint that has been filed by *************************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ************************* to address their concern.
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely,
  ******************
  Lowes Executive Customer Relations
  *************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not been able to resolve an online order issue, Ive had with Lowes in several weeks. On 12/9/21, I placed an online order (#*********) and I received a total of 4 items from pickup location Lowes of SW **********, **. However, Im being charged for an additional item that I did not receive nor pickup (see item #******). From my original order details you will se that this item was not available for pickup when I originally went to the store. This item was never pickup nor retrieved at any point by me. I have contacted Lowes customer service (5) times regarding this issue and have not been able to resolve this issue to date. Please see case #********. I spoke to ******** ********* ****** and others in customer service. Each time I been informed a manager from that store has to fix this. It has been 4 weeks and this issue remains. Please refer to my original order number for items I received in this order. Item #****** was not pickup and was not received, please cancel this item and remove the charge from my credit card.

  Business response

  01/25/2022

  01/25/2022
  
  Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
  
  Name: ***************************
  RE: Case #:16662640
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 01/25/2022 correspondence regarding a complaint that has been filed by ***************************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *************************** to address their concern.
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely
  ****************
  Lowes Executive Customer Relations
  **************
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new snowblower from Lowes and it was delivered in a box in the middle of my driveway Wednesday 1/19/2022. On Saturday 1/22//22 i put it together, put gas in it, and attempted to start it. The electric start did not work. The pull start did not work at first it finally caught several times later but turned of after the choke was taken off then would not start again. I called lowes to get the snowblower returned and after more than an hour on the phone was told lowes won't do anything for me and i have to contact the manufacturer. Lowes shipped me a defective product and won't return it! Even if i eventually get the manufacturer to make good on the product which isn't looking good because i can't get a hold of them...well I'm out the $59 i spent having lowes deliver the defective snowblower they won't take any responsibility for not even 3 days after dropping it off. This feels really unacceptable. I really believe lowes should pick up the defective snowblower they dropped off and refund it completely, taking the responsibility themselves for dealing with the manufacturer they work with...stand behind the products they get a cut for selling. They have to take responsibility for delivering defective products in some way!!

  Business response

  01/25/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 1/25/2022 correspondence regarding a complaint that has been filed by *************************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ************************* to address their concern.
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely,
  Austin F.
  Lowes Executive Customer Relations
  *************
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a washer on 1/18 for $850. It was delivered damaged on 1/19 and was reordered to be delivered 1/23. Truck was not received in time for delivery so refund was needed to reorder for faster delivery. Washer is now $30.00 more expensive, $879. I would like a refund of $30.00 as that is the price I purchased this machine at.

  Business response

  01/25/2022

  1/25/2022
  
  Better Business Bureau of Southern Piedmont and Western *************************************************************************
  
  Name: ******** Solar
  RE: Case #: 16663229
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 1/25/2022 correspondence regarding a complaint that has been filed by ******** Solar.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ******** Solar to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely,
  ***** R
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 6, 2021 - Lowe's came and installed a new dishwasher in my kitchen. The total cost was $469.94 for the unit and installation, purchased by the homeowner. We ran the dishwasher that night and didn't notice anything out of the ordinary. Roughly 2 weeks go by and we use the dishwasher for a second time. After the load was finished, I noticed that it was leaking all over the kitchen floor. I called Lowe's the next day to come out and fix the leak that they had caused. They told me they couldn't do it for another week. After explaining to them that the leak is still happening and I didn't want the water to begin pulling up the kitchen tiling, I asked if there was any way to do it sooner. There was not. So the day before they were supposed to come out and fix the leak, I got a call while at work from the installer saying he was at my house to fix it. I explained that the next day was the date we had agreed on and asked them to come back the next day due to my availability. I tried calling the customer service line and played phone tag for about a week and a half.They were finally able to come back out on September 8, 2021. They stopped the leaking and when I asked about the damage the water had done to my floor, I was told to contact Lowe's to handle it. So I did. I got in touch with someone who told me to submit photos of the damage which I did. A week went by and I hadn't heard anything so I called again. The person I spoke with the second time didn't find any record of the photos I had sent and no record of me even calling the first time. So I sent the photos again on September 14, 2021. Then radio silence for a whole month. I called a couple times in that month to check on the status and received no call back from the voicemails I left. I finally got assigned an insurance claim examiner on October 13, 2021. After minimal communication he finally sent someone out to estimate the damage on November 1, 2021. And I've heard nothing since. Order # *********

  Business response

  01/25/2022

  01/25/2022
  
  Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
  
  Name: *********************
  RE: Case #: 16663389
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 01/25/2022 correspondence regarding a complaint that has been filed by *********************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ********************* to address their concern.
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely
  ******************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a patio door from Lowes on 5/12/2021 from store #**** . Below is a copy of the email I sent to Lowes on July 1, 2021, regarding our concerns:Hello ****** Per our conversation today, ******, the Salesperson at Lowes asked me to reach out to you regarding our patio door installation because he will be leaving Lowes next week.We reached out to the installer a few weeks ago and he stated he would let me know when he would come by. As of today, we have not heard anything. We have the following concerns:Patio Door does not seem as stable as it should be We have an interior gap between door and our hardwoods we did not have before We have not received our screens We ordered custom exterior molding (fluid casing)but did not receive what we ordered.Should the door be caulked interior and exterior. As I stated before the installer was very professional and seemed very knowledgeable. I think he got busy and forgot to call us back.Two weeks ago we received a call from Lowes and was told the installer would call us within two days to make all of the necessary changes. We never received a call from the installer. We have several other emails to share regarding this installation. Our concern is the patio door is not flushed, we have gaps. We don't have the correct screen or molding. The screen that was provided does not have a lock, We had the extra expense of adding additional wood to our floor where the installer left a big gap. We also had to pay for our alarm to be reinstalled. As of today, the things listed above have not been fixed. We would like a full refund as we do not trust Lowes to do the work and do it correctly.We sent pictures to lowes and have additional information we can provide if needed. We have our receipts.

  Business response

  01/25/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 1/25/2022 correspondence regarding a complaint that has been filed by **********************************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ********************************** to address their concern.
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely,
  ********************
  Lowes Executive Customer Relations
  *************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im not sure the exact date of purchase, but it was in October or November when we moved into our new house, we bought a new fridge, and when it was delivered, it was delivered with a dent. I had to take it because our old one was not working properly. I was told that I would get an exchange, when calling them upon delivery. Never heard anything. We called the store we called corporate we called the store again we called corporate again, multiple times. Nobody ever contacted us with any resolution. Corporate would tell us the store would call us, the store will tell us we need to deal with corporate. Finally my mother had to call and speak to a store manager and tell them that she would get the media involved, and then they finally called us and told us they would be sending out a fridge. Apparently we have resolution now, but it should not take my mother from another state to call. They need to treat their customers better, especially when I spend lots of money in their store. I have other issues with the company, and Im probably gonna start taking my business elsewhere. How to handle this resolution could potentially change my mind, but Ive been dissatisfied up until this point.

  Business response

  01/25/2022

  01/25/2022
  
  Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
  
  Name: ***************************
  RE: Case #: 16662112
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 01/25/2022 correspondence regarding a complaint that has been filed by ***************************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *************************** to address their concern.
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely
  ******************
  Lowes Executive Customer Relations
  **************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩