ComplaintsforLowe's Home Centers, LLC
Home Improvement
HeadquartersMulti Location Business
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Complaint Details
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Initial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
After 4 times of failed delivery, days off work to meet service people and finally getting my washer and dryer delivered, it stopped working after 2 months. And Lowes claims no responsibility. We have been getting the run around from day 1. We want them to take back their broken defective product for full refundBusiness response
11/30/2021
11/30/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: *********************
RE: Case #: 16184305
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/30/2021 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
11/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hello,I am following up to resolve an order issue (*********) with lowes and issues we delivery. My two items were to be delivered on 11/28/2021 and on 11/27/2021 I was informed they would not be delivered and was automatically rebooked till 12/15/2021. I stopped in the store and checked to see if they could do anything. They said they could not help and I would need to reach out to corporate as they do it handle online orders. I chatted with online support and they could not provide what the issues are and why the long delay.I am looking for resolution in delivery of the item as quick as possible with an accurate date, unlike the online site.Business response
11/30/2021
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11-30-21 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
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid Lowe's for some shutters the beginning of February that they assured me multiple times I would receive in 6-8 weeks. I paid almost $8000 for these shutters. 8 weeks later I had to call to find out they were delayed another 6 weeks. I decided to wait it out only for them to get some of the shutters wrong on the day of install. I was told the install manager would contact me within ***** hours, no calls. 2 weeks later I go to the store to cancel the rest of the order and get my money back only to be told the store couldnt process my refund because everything was now turned over to the installation folks. I called the installation number the store rep gave me and the installation agent tried to send me back to the store. At that point I had had enough and told here I wasnt about to be back and forth between the store and the installation department. They had an install manager (****) contact me at that point. After an almost 30 minute conversation with him I let him convince me to not cancel the order and that I would be compensated for my inconvenience. I told him it wasnt worth it for me to wait another 13 weeks for some $100 compensation and he responded that hes been doing this for some 12 years or something like that and no one has ever turned down their compensation packages and my situation was extreme compared to others hes dealt with. He claimed per their policy he couldnt discuss exact compensation until the work was completed. I should have just cut my losses back in June but I had never had a bad experience with Lowes and it didnt make sense to have to go somewhere else to try to match the windows they actually got right. Last month (mid October) I called about the compensation after they finally installed the remaining shutters only to find out that my compensation package was denied due to Lowes not being responsible for delays caused by vendors. Lowe's deliberately mislead/ lied to me and I would like my compensation.Business response
11/30/2021
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11-30-21 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
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My complaint was too long so I have uploaded it to this case as a word document as it contains detailed interactions with Lowes as well as everything that has gone wrong down the line. I also have detailed dates of conversations with lowes and the contractor that I can supply. I purchased 10 Pella 250 white vinyl pocket sliding windows with comfort locks from Lowes back in May of 2020. On April 28th a warranty claim was filed due to the aluminum wrap and caulk separating from the windows. It took 4 visits by the new contractor, the past one was let go after 17 years with lowes due to botched installs, to get measurements and determine that they need to replace all the windows. During this time I spent many hours calling them and Lowes warranty department for updates. Windows were finally ordered in September and installed on 11-2-21 and 11-3-21 which created 4 more issues. The assistant store manager had to come pick up my old windows and their 2 blue carts as their delivery company failed to pick up the old windows twice. New window installed has a scratch in it which appears to be from a serrated knife as well as the vinyl on it is all scuffed up. The wrong locks were installed on all the windows. The Master bedroom window handle is scrapped up ( looks like it was dragged). The * channel/siding needs fixed on the outside of the house from the install. Through this entire process I have invested ****** hours of my time between the calls, emails, scheduling, the in house visits and repairs. There is an extreme disconnect with Lowes Corporate, Warranty, local stores, contractors and their delivery company DSI that have contributed to issue after issue. This entire journey ( Claim) has showed me broken the Lowes Processes are and how there is a major communication issue between all parties. I hope Lowe's reads my full statement and that it helps drive change as well as resolution for my issue. Feel free to reach out to me anytime via phone/text/ema Lowes store #****Business response
11/30/2021
11/30/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: *************************
RE: Case #: 16182469
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/30/2021 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,
**** W
Lowes Executive Customer Relations
**************Initial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a washing machine from Lowe's for $719. Within 3 days of purchase, the item went on sale for $649. I contacted Lowe's to get a price adjustment, and they informed me that they don't do price adjustments, that I would have to return the washing machine to the store to get a refund and repurchase! That is asinine! The item is being delivered! So I would have to pay delivery to get it back to a store, just to refund and repurchase? I purchased it on a Lowe's card, so a price adjustment should be simple and easy!Business response
11/30/2021
11/30/2021
Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
Name: *****************************
RE: Case #: 16181523
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/30/2021 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
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought an Oven 11-22-21 from Lowes ********** for $1604.49 paid $1000.00 with Lowes Credit Card. Balance $604.49 with AMEX card Trn # ****************** Lowes HI *************** , my account is under ************. Lowes Cashiers made mistakes 2 times in the store. this is a store mistake. the Oven was supposed to be delivered 5pm 11/24/21 before Thanksgiving was cancelled. we asked for a refund they process my balance amount on a Lowes Merchandise card mailed it ( wait for my US mail to deliver) when I needed an oven at home , I live paycheck to paycheck my AMEX Green card is maxed due this transition error made by Lowes Store. We had go & buy food for Thanksgiving from Boston ****************** spend another $300.00 for food as we had no Oven to ****.Business response
11/30/2021
11/30/2021
Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
Name: *********************
RE: Case #: 16181479
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/30/2021 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
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On November 24, 2021 *************** experienced a difficulty time with a Lowe's team member when *************** called the company to discuss why the due date of delivery was changed without contacting the client several times the ma look e team member intentionally mock and mockery speeches and disconnected, therefore *************** went to the store to solve the issue. Manager **** did listen but failed to address the most serious issues at hand. Manager **** also has been advised of several other incidents occurring within the months of July, August 2021 from Lowe's team members making offensive mockery speeches of her severe disability and speech, Im asking that an apology be made from corporate, however I can say that Lowe's are expected to meet a strict standards and high expectations for guest experience and that *************** has been a loyalty client to this company and she are looking into the matter with the ADA ************* Manager **** seems unclear as to why she couldn't find the team member conduct unacceptable to the special need of ***************. Lowe's management team has failed individuals with disabilities by allowing employees to act in an unprofessional manner and refusing to alert management team when asked to do so instead a team member would make the decision beforehand leaving the silent of actions left in the dark to be repeatedly. Do you know how it feel to be limited and painful when being mockery? This company more concerns about profits than clients disabilities.Business response
11/30/2021
11/30/2021
Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************
Name: ***************
RE: Case #: 16180542
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/30/2021 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
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a range (stove ) and power card on November 19 from the online website all on transaction.I retrieved the power cord on November 20 at the store. Where the payment was moved from holding status to payment into the Lowes acct. I canceled the range order on Sunday 21th since the delivery date kept getting pushed back. I waited 6 days to see the refund of 554. This is day number 6 and still no refund. I spoke with the store manager *************************, he was rude and seem as if he was making light of the situation. I explained to him that this was my fifth time calling the store and I also spoke with the bank 3 times already and they told me to reach out to the merchant. He hanged up the phone on me 3 times and told his associates not to pickup the phone(assuming of course). The reason why I said this is I called 6 more times and no one is picking up the phone. All what Im asking him is where Is my money. He responses I dont know which is an unacceptable response especially since I have confirmation of the order being placed. Confirmation number is *********. The bank is saying they dont see no refund in the system.Business response
12/02/2021
12/02/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: ***********************
RE: Case #: 16179092
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 12/02/2021 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,
Shannen B
Lowes Executive Customer Relations
**************Initial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In Mar 2021 I inquired about a front door for my home at Lowe's on Pico. I spoke with *********************. In April we went into contract and I purchased a door. A person came out and measured door and frame. I got a call and was told my door had to be custom made and cost will be more. So a month turn in June 2021 got a call to make delivery of the door. Door was delivered and the next day the installer came and that's when we found out the door opening was on the wrong side. Spoke with ***** and was told that as soon as possible they would replace the door because of there error. Now it's the end of October 2021, got a call that the door was arriving on this day. I waited for the installer to call and make arraignments to do the work it never happened. So I decide to go to the store and speak with ***** of course he wasn't there, but I spoke with a manager(female) who's name I can't recall and I told her what happen and what's the next step? I also told her I wanted to be compensated for my **** because of the delays. She ask me how much and I said $500/$600 dollars and she ok'd $500. She promised to take care of it and I should here from them Monday. It is now the end of Nov 2021 and I have a door that's been in my living room for a month. Now I call the store and they give me the number to ***************** after waiting 15+ min a gentleman named **** came on the phone. Told him my story and he saw the paper work on the door of the incidents that's been happening. After waiting another 15min so he could find out what's going on, he tells me the installer is waiting on a document from the store so he can start. When **** called the Pico store they said he got it. This is a door I've been paying on and it's not even installed. Its at the point where I don't want this door because of the havoc I'm going thru and I want my money back with interest that I've paid. *********************(****************************************************************) Cell ************, Phone ************.Business response
11/30/2021
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11-30-21 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
11/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
11/24/21 Zach,Re: Order/Invoice number 50326.I want to provide you with this info since this email will be submitted to the Better Business Bureau as a complaint against Lowes. I want to insure you that my complaint has nothing to do with Lowes employees, who have all been great.I feel certain that Lowes will blame all culpability on Covid. This excuse is no longer acceptable - period.I left a phone message and email for you yesterday. I did not receive a reply. I know you were off today. Today I had to go to Lowes since it was a physical impossibility to get the right human being on the line, including a call to Lowes Corporate, which was worse than local Lowes, if thats possible.My frig was scheduled to be delivered tomorrow, Wednesday, November 24, 2021, and there was no possible way I could check on it. As an *** computer professional, Im aware that certain Lowes things can be checked on line. However, you would need the order number. I had never received a printed, detailed invoice with an order number and the printed credit card receipt does not have an order number. So it was not possible to go that route. So I had to take a 20 minute drive over to Lowes to speak to an appropriate human being who might help me. At no time was I notified that my item would not be delivered on time.In my case, it is necessary for myself, a senior handicapped Veteran, and my wife, also a senior handicapped person, to empty out two large refrigerator/freezers, store the food in refrigerated/freezer containers prior to the garage frig being hauled away, the current kitchen frig moved to the garage and the new frig placed in the kitchen. This is not a small chore for us.I was fortunate to deal with two highly commendable Lowes employees today, **** and ****. Both were very professional, cordial and willing to go out of their way to help me. **** went back to the warehouse area and it took quite some time for him to get the necessary information. He then tBusiness response
11/30/2021
11/30/2021
Better Business Bureau of Southern Piedmont and Western *************************************************************************
Name: *************************
RE: Case #: 16178773
Dear *********************************:
Thank you for giving Lowe's an opportunity to respond to your letter.
I am in receipt of your 11/30/2021 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,
********* M
Lowes Executive Customer Relations
**************
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Customer Complaints Summary
14,911 total complaints in the last 3 years.
4,199 complaints closed in the last 12 months.