Order on line from lowes. The said delivery date would be a certain date. But, weeks after order when I was expecting and needed the washer and dryer, we were told not available for a few more weeks. Then, again, told delivery delayed. We have thee young children and do several loads of laundry a day - and now are forced to go to laundromat to do laundry while we wait and wait and wait for Lowes. I suggest others buy from Best Buy or Home Depot.
We should have read any and all reviews before purchasing our TroyBilt Riding Mower from Lowes!
On Jan 2, 2012 my husband purchased a Troybilt Bronco 42" Riding Mower for me.
the salesperson encouraged us to get the Extended 4 year Warranty, misleading us by telling us that everything except standard maintenance would be COVERED.
When we needed the blades changed, we bought them and changed them. We took care of the maintenance of our mower.
Less than a year after purchase, I realized that the mower was not cutting the grass evenly. Read the manual but could not figure out the reason.
called the Service Department and they sent a company to pick it up...
what a shock when we got a call telling us that it was going to cost us almost $700.00to fix the mower!!!!
when we asked we were told that none of the problems of the mower were covered under the Manufacturer Warranty..even though the problem was an uneven deck...Supposedly it's not part of "Wear and Tear.
we declined the service and parked the Mower!
Finally this year (2015) my husband asked a Salesperson at the same store what we should do with our mower, he replied :"bring it over, we will have it repaired or replaced, it's under an Extended Warranty".
on April 2nd this year we decided to bring it over.
This morning, April 10th, I get a call that it's going to cost $482.03 to fix it. Nothing is mentioned about the deck that "Previously" had to be replaced!
again I am told that "NoTHING" is covered under the Extended Warranty!
SO, do tell me, WHY would anyone pay for an Extended Warranty??
On March 21, 2015 we went to into Lowe’s 0205 to look at carpet for our new home. Travis the asst mgt was helping us through the process of getting set up for having our home measured. We were very satisfied with his knowledge and professionalism of this process. We stressed that we would be closing on our home on April 8th and asked if that would be a problem to have it put in right afterwards before the furniture was moved in the home. We were assured that wouldn’t be a problem. We then paid for the measuring (mileage) and put deposits down on the carpet samples we took home which was $209.18.
On March 23rda representative called to set appointment to measure the home on March 28that 2:30pm. We also showed up at the same time with our interior designer when Chris was there on the 28th to ask any questions which we might have for him to answer. At that time he stated he was not only measuring the bedrooms that we wanted to replace the carpet in but also the whole home and that would have it for us if we wanted to do any other rooms. He also said after he got all of his “tweaking” done on the schematics of the home and measurements we could have our own copy of them and could pick up at the store when we were in to get our estimates. We were still very satisfied at that time also.
On March 29that 1:33pm Sean for the Lowe’s Store 0205 and left a message stating that there was a problem with creating something with measurements and that the vinyl would have to be a separate transaction.I couldn’t figure out what he was talking about vinyl, since that wasn’t what we wanted. So, I immediately started trying to return his call at 1:40pm. I was transferred numerous times to different departments over and over again.Disconnected a couple of times and then was told to dial Ext 4814 which was no help. I called back to speak with management and was never connected to them either. This went on for over an hour until my frustration got the best of me and decided that someone will end up calling me back sometime if not before we got to go to the store. Not at all impressed with that day of dealing with Lowe’s Store 0205.
On March 1sta young man named Alex called me to address that the measurements were ready for us to come in and get things set up for estimates and installation. Stated again that the vinyl would have to be a separate transaction….. I told him that we were not getting vinyl from Lowe’s because Travis explained to us on March 21st that the installers do not prepare the floor for vinyl or tear up the old vinyl…. So that wasn’t what the measurements were done for. I said that my partner and I would be in that Friday the 3rd on our day off to get the estimate for the carpet we decided to go with in the bedrooms.
On March 3rdJames and I myself arrived at Lowe’s Store 0205 around 2:15pm to get things set up for the estimates and installation.We went to customer service to return the carpet samples to get our deposit credited back to our card and back to flooring we went again. There were met by an associate named Tammy that didn’t know how to do what we needed done so she went and found Alex. That is when Alex informed us that we needed to pay again for the carpet measuring since they did a vinyl measurement and that had to be two different transactions.At that time I told him that we already paid $155 for the measuring for carpet and I would not be paying anything again to have it done. He said the “system” has us paying for a vinyl measurement and for that we must pay to set up for a carpet measurement. I again explained that Travis set all of this up and we discussed that Lowe’s does not prep the flooring for vinyl so that wasn’t even an option we considered since the house we are buying has old vinyl flooring glued down in it already. Also I explained that we put 2 deposits down on carpet samples and that we didn’t even have vinyl samples since that wasn’t an option for us to do with Lowe’s. Alex said it would be another 48 hours before he could have access to the carpet measurements and we would have to come back at that time. I then said that Sean had called me Sunday the 29th and I spent over an hour trying to return his call to no avail. So he called Sean over to speak with me about the confusion. At that time, Sean came to the flooring dept and said that I would have to come back in 48 hours when they got the measurements for carpet and I needed to pay for carpet measurements. I repeated everything I just told Alex to Sean again…. Telling him that wasn’t an option to come back in 2 days and pay even more money that we already paid for getting the measurements for carpet for our home. At that time I stated that I was on the phone for over an hour trying to return his (Sean’s) call Sunday when he left me a message.He said with a sarcastic tone that he didn’t event work Sunday and didn’t know how I got a call from him.So at that moment there were three associates standing there….. Alex, Tammy and Sean. I asked all of them if Sunday was the 29th and they all agreed that it was…. So I pulled out my phone and placed it on speaker for all of us to hear that Sean indeed called at 1:33pm stating who he was and that is when Sean acknowledged that was him and at that time he just walked off stating “he was not dealing with this!” Tammy tried to help out by saying that Sean had been sick and probably don’t remember working Sunday. I told Alex and Tammy at that time I needed management to come and speak with me now and if Travis was in the store for him to come too. Carol showed up and I explained the whole thing over again for the third time….. She said there was not way to get the carpet measurements until 48 hours. I had to insist that something needed to be done since I had already paid for it, now lied to by Sean and that the order was not what we paid for they have in the “system” and we just drove another 75 miles over here to Store 0205. So Carol got busy calling and investigating what the mix up was and who was responsible. During that time around 3:45 or 4:00, Travis shows up to confirm everything we said was the way it was ordered. Carol found were Travis did put in the order March 21st for carpet Not vinyl measurements. So Another wait… Around 4:45pm Alex brought us the supposedly the correct schematics of our home, which was not to pick out the quality of what carpet in what bedrooms. So again another wait… At 5:15 Travis came with the right one and we proceeded to choose what quality for what bedrooms. So at 5:30 or sometime he took it back to the back to be figured. During all of this time of waiting and stressing out about how a company could be so unprofessional in handling a situation. We had the associate, Tammy wanting to discuss her legal battles with the Harper County Kansas police dept and district attorney. Wow… What a truly Good Friday that this was turning out to be????At 5:40 we left to go check out carpet at another store while Travis was to figure out carpet estimates. Finally we got a phone call at 6:06 pm giving us a price of $2,729.00. Then James asked him if we can swing back by to get the estimate, the schematics of the measurements that we paid for and was stated by Chris that we could have our copy and asked if that was set up for the free 72 hour guarantee of install.Travis’ reply to all of these are as follows….. the customer does not get a copy of the measurements that they belong to Lowe’s, the guarantee of 72 hours he did not know anything about even though it is posted all over the carpet area. So over 4 hours of total hell was what we really paid to get treated like this.
Please, people, do not buy carpet or anything else from lowes, they are not even listed under the BBB. We bought expensive carpet from Lowes of Marana to carpet our whole house. Their system for getting carpet is to call the Mill AFTER you pay for the carpet. Then you wait months, (they don't tell you this until after you pay) while it comes from mill in Canada, (not made yet, but you bought it)and after jacking us around for over a month & one-half when the carpet did come it was damaged all over, big cuts & rips in it, by a fork lift??! So we had to reorder & wait even longer. While I was out in my garage ( where I let Foothills Flooring unroll the carpet to make it handy for them) is where they showed me the damage. Then the installer from Foothills Flooring, I hope I meet again some day, stole my brand new Worx Electric Chain Saw out of my garage while I was back in the house calling Lowes to tell them about the damage. It was within arms length of where he was. I know it was him because my garage is always locked & in a fenced property, so he compounded my agony about the carpet by my chain saw missing a day after he was here. No one else was on the property....ever! These people left me with such a bad taste in my mouth that I considered suiing them. What an experience! One thing though, Tucson is a relatively small town considering & my chances of running this thief down is good. If you are reading this Mr Installer, you know who you are & I WILL be seeing you, punk.
Do not, for any reason, open a Lowe's credit card. I had a big job to do and opened one and they gave me $5K which was just what I needed. They also offered to delay payments which was great. What I didn't realize is that the interest rate was 24.99%, so when I made a $150 payment, $100 of that was interest. When I called corporate to complain, they said that since Home Depot charged this much, they could too. I guess they never heard just because you CAN do it, doesn't mean you SHOULD do it. To me this rate is unconscienable, except Lowes and GE Capital Bank have no conscience. Stay away from these rip off artists.
Went with Lowe's for a new kitchen because price was competitive, product seemed to be decent quality, and contract said "Lowe's will make it right." I purchased the all wood option on my cabinets to ensure a better product. To complete the order, Lowe's sent me an 8 page contract with many terms that I was required to follow. I also thought the contract would bind Lowes as well. Boy was I wrong! Each line item of the contract spelled out each specific piece of the kitchen in great detail. For instance, one line item stated: "Deep wood tall end panel DWTEP84 Shenandoah September All Plywood Construction Option % Painted Linen % Cottage Painted Linen American Woodmark Corporation."
On the day of install, I inspected the kitchen pieces as they were being unboxed by the installers. To our surprise, 3 large end panels were not all plywood construction, but rather particle board. I showed my purchase order to the installer and he said something was wrong as it was clear that I ordered (and paid for) all plywood construction, as it was specified for each piece of the kitchen, and that is what I should get. He advised me to call Lowe's and they will make it right.
I called the store manager and alerted him to the problem. I learned that notwithstanding the specific language in the contract and on my receipt for each item of the kitchen, an all plywood option is not available from the manufacturer for particular parts of this kitchen. His solution- I still had a warranty and when the cheap particle board fails, I can ask the manufacturer to deal with it under the warranty. There was nothing else Lowe's could do, notwithstanding the blatant misrepresentations in my contract and on my receipt. Lowe's sold me a product that apparently does not exist and they are unwilling to remedy the situation or refund the cost of the items I contracted for and did not receive.
Additionally, with regard to the granite counter tops, Lowe's provided me a written quote on the first day of our initial visit. I understood the amount of the quote could change based on the actual measurements and options we selected, but I expected the cost per square foot for the material would be as represented in the initial written quote. When it came time to finalize the process, the cost of the material increased by $1.54 per square foot. Because the Lowe's paperwork only provides the number of square feet and the total cost without explicitly spelling out the cost per square foot, the sales person was surprised that I did the math and compared the final quote to the initial quote to find the discrepancy in the square foot price.
Even though Lowe's provided a written initial quote, it was unwilling to honor the price per square foot contained in the quote. The sales person blamed a "computer error" for the initial quote I received and told me I would be paying the higher price if I wanted to move forward. I again contacted the store manager and provided copies of all my paperwork to prove what I was quoted. He initially informed me that a sign on that day probably had the higher price per square foot, and I should pay the higher price, notwithstanding the written quote. I explained that I think a written quote should take precedence over any sign that may or may not have existed a month prior. After much frustration and arguing, the manager did me a "huge favor" and honored the price per square foot as originally quoted. Geez thanks for the aggravation, misrepresentation, and overall awful experience. Lessons learned-- Lowe's will not make it right. Save yourself a boatload of aggravation and pick a local, reputable company for your home improvement projects.
Lowe’s-speak: we won’t meet your needs but we will tell you what you want to hear
“Backordered”
Means: We have no idea if we can get this item, in fact, it is very likely you cannot get it from us, but we will tie up weeks of your time and money, under the pretext of fulfilling your request.
“Discontinued”
Means: Some time ago it came to our attention that the make and model you requested, (the manufacturer’s newest), was discontinued; we stopped being concerned with it but our policy is never to tell you when such is the case. If we did, you might go ahead and buy the product somewhere else instead of purchasing the model you did not want from us.
“Similar model”
Means: This is not what you need to complete a uniform set of appliances in your kitchen and while it won’t help your resale value it will serve to most immediately promote our sales. Don’t check your kitchen or paperwork.
“Customer Service”
Means: Lowe’s secondary team meant to maximize profit and minimize customer distractions.
“Customer and Executive Care”
Means: Lowe’s Public Relations and Damage Control Group
“It will be there September 12”
Means: We have no idea if it will be there September 12th.
“It will be there September 13th”
Means: Or, not. See September 12th and “discontinued”.
Means: This is where I should have gone in the first place and you should too. had my refrigerator in stock (more than one) and it will be here three days from now. I am not an employee, nor a shareholder of or Lowe’s. I just appreciate businesses who are very good at what they do and such was not my experience at Lowes where this appliance was concerned.
We recently bought several granite umbrella stands from this store. When we arrived home and unpacked, we found one of them cracked in half. No problem at this point, we understand these things happen. We returned to the store and waited in line for 30 minutes at customer service.
The woman that helped us (small, with glasses) looked at the base and asked us "if we were sure we didn't crack it when unpacking it. Basically accusing us of the damage. We said "no" we did not crack the stand. She then stared at her computer for five full minutes. Next she got on her cell phone and walked away so we couldn't hear her. She came back in 5 minutes and said she would allow a "one time" exchange. I asked her what she meant by that, and she said she was just repeating what her supervisor said. I asked to speak to her supervisor but was told she had just left the store. She looked at her computer and said there were 5 more umbrella stands with our color in the garden department. We were told to "go find one" and them come back and stand in line again.
We walked across the store to where they keep the stands and found they had zero stands in our color. We verified there were no more "in back" with another employee in that dept. When we asked if the inventory system had a mistake, he said the inventory system was "a mess" and he never relied on it.
So we compromised and selected one with a different color. We went back and stood in line for 20 minutes at customer service. By chance, we ended up being helped by the same girl that "helped" us before. She couldn't understand why we chose one of a different color and said that they couldn't do an exchange on that basis, even though they are the same product from the same manufacturer. We pointed this out, and she left to "call her supervisor" again. This time she was gone for 12 minutes.
She came back and said since her supervisor was now in a "good mood" she could move forward with the exchange, but there would be "a lot" of paperwork. This next phase took 15 minutes, where she stared at her computer screen and typed maybe 6 words during the whole process. Finally, she handed us a receipt without a word.
Never in this whole process, which took almost two hours, did she offer an apology or thank you for our patience. But what happened next is why we will never visit a lowes store again.
We walked through the checkout stands and were almost through the door when the alarm triggered and a automated voice told us to return to the check stand. I stopped, turned around, and saw a 20 something man running towards our family. He grabbed out cart and muttered something about "shoplifting" and began walking back to the check stand with our cart. Both of my children were so scared by the alarm and the aggressive nature of the cashier that they began to cry.
I followed the cashier back to the checkout stand. There was a line there, and about a dozen people heard this cashier say to me "Now, did you forget to pay for this item?"
I explained to him that this item was an exchange and gave him the receipt. He examined it closely and said her would have to "verify" the receipt with customer service. He opened his cell phone and turned his back to me. A few minutes passed and he turned back to me. He said customer service was busy and that I would have to wait a few minutes for them to call back. He asked that I stand to the side while he helped other customers. He checked out 5-6 customers. My kids were still shook up by his demeanor and the alarm, so I walked back up to him and asked him how much longer we would have to wait. He gave a very condescending look of exasperation and said he needed to checkout his customers and that i should be more patient.
At this point, I had enough. I told him I was walking out the door and would never be back to any Lowes for any reason. He said "Fine, but don't be surprised if the police are knocking on your door later."
I said - that would be great, because the police are more reasonable than anyone at lowes. As I walked out the door, the alarm went off again and again my kids began to cry.
All of this over defective merchandise. A $29 umbrella stand.
1) Appliance Heros came on June 18! They were suppose to get the parts within 3 days. That means Friday or Monday June 20th or 22nd. They did not call me at all. I called them on Monday and they said it would come on Tuesday. No call from them. I called back again, they said on Tuesday it did not come in. Wednesday rolls around, no call from them. I call them and they tell me it finally came. Fine sure I'm being patient it happens. Because it's so late already they say they can come on Friday June 27. Finally they come on Friday. By now it's been 9 days. The technician can't fix it, he says it's the main board that's defective. He calls his supervisor and says the part is defective the family has been without a fridge for a week, can we expedite the order? The supervisor says yes ok I'll get it ordered and expedited.
2) I call on Monday June 30th to Appliance Repair Heroes. First they put me on hold and tell me the parts department is busy. Then after 1 hr I call back and say I'm still waiting. This woman named Lisa Desoux answers and tells me my part is due in on Wednesday. I get very upset as they promised expediting it on Monday. Now we're promised delivery by July 2nd (2 days before July 4th) I call Lowe's and am very upset. I told them I need it expedite it's going to be 4th of July and I need my fridge. I tell Lowe's that it is unacceptable I want my refrigerator fixed, it has been more than Lowe's tell me sorry Appliance Heroes are closed. I tell Lowes the story and they say they can't do anything until they contact Appliance Heroes. Still nothing from either businesses. Finally I get a call on Tuesday from Appliance Heroes saying that they cannot expedite it but want to schedule me in for Wednesday or Thursday. Appliance Repair Heroes tells me that they will try to get it to me and asks me for more flexibility. I tell them I can have someone home all day. Appliance Repair Heroes says great. On July 3rd, now it has been more than 15 days. I call them on July 3rd to ask what time they are coming, they said oh we're coming between 3-5 from what you told us originally. Ok what the heck?! I asked my family to stay home so you could have flexibility to come earlier! Ridiculous. Ok fine, I wait until 3-5, the technical comes over still can't fix the fridge, tells me that he will get his office to fax the paper in when he gets back. I call Lowe's and they tell me that they cannot accept my paper and need to contact Appliance Repair Heroes. Guess what?! As I said before I told Lowe's it's cutting too close to July 4th.
3) Now instead of accepting a copy of the paperwork from me so that you can replace my refrigerator, you want to call the Appliance Repair Heroes and get back to me in two business days.
4) Now I have been without a fridge for 19 days. By Tuesday July 8th it will have been 20 days! I am completely unsatisfied with your service.
Siding Advertised on sale 1.83, but Lowes would not honor the price
On the Lowes Website, the Bristol Lowes Store has the James Hardee Cedarmill Lap Siding, Item # 26892 for $1.83. I wanted to buy 138 pieces, however the Bristol store will only sell me four pieces at that price. They have more of the same identical item in stock, but they say it is a different item number. They say the manufacture is changing the item number, but they refuse to sell it to me at the sale price. The online item states that is on sale until July 8th, 2014. It does not say that this item is discontinue and will sale the quantity that is available only at the Bristol store. This item does exist at other Lowes store, but not at the sale price. This is a illegally/fraud advertisement. I contacted the Corp office in N.C., but they told me they wasn't responsible and they REFUSED to sell me the item.
We recently bought several granite umbrella stands from this store. When we arrived home and unpacked, we found one of them cracked in half. No problem at this point, we understand these things happen. We returned to the store and waited in line for 30 minutes at customer service.
The woman that helped us (small, with glasses) looked at the base and asked us "if we were sure we didn't crack it when unpacking it. Basically accusing us of the damage. We said "no" we did not crack the stand. She then stared at her computer for five full minutes. Next she got on her cell phone and walked away so we couldn't hear her. She came back in 5 minutes and said she would allow a "one time" exchange. I asked her what she meant by that, and she said she was just repeating what her supervisor said. I asked to speak to her supervisor but was told she had just left the store. She looked at her computer and said there were 5 more umbrella stands with our color in the garden department. We were told to "go find one" and them come back and stand in line again.
We walked across the store to where they keep the stands and found they had zero stands in our color. We verified there were no more "in back" with another employee in that dept. When we asked if the inventory system had a mistake, he said the inventory system was "a mess" and he never relied on it.
So we compromised and selected one with a different color. We went back and stood in line for 20 minutes at customer service. By chance, we ended up being helped by the same girl that "helped" us before. She couldn't understand why we chose one of a different color and said that they couldn't do an exchange on that basis, even though they are the same product from the same manufacturer. We pointed this out, and she left to "call her supervisor" again. This time she was gone for 12 minutes.
She came back and said since her supervisor was now in a "good mood" she could move forward with the exchange, but there would be "a lot" of paperwork. This next phase took 15 minutes, where she stared at her computer screen and typed maybe 6 words during the whole process. Finally, she handed us a receipt without a word.
Never in this whole process, which took almost two hours, did she offer an apology or thank you for our patience. But what happened next is why we will never visit a lowes store again.
We walked through the checkout stands and were almost through the door when the alarm triggered and a automated voice told us to return to the check stand. I stopped, turned around, and saw a 20 something man running towards our family. He grabbed out cart and muttered something about "shoplifting" and began walking back to the check stand with our cart. Both of my children were so scared by the alarm and the aggressive nature of the cashier that they began to cry.
I followed the cashier back to the checkout stand. There was a line there, and about a dozen people heard this cashier say to me "Now, did you forget to pay for this item?"
I explained to him that this item was an exchange and gave him the receipt. He examined it closely and said her would have to "verify" the receipt with customer service. He opened his cell phone and turned his back to me. A few minutes passed and he turned back to me. He said customer service was busy and that I would have to wait a few minutes for them to call back. He asked that I stand to the side while he helped other customers. He checked out 5-6 customers. My kids were still shook up by his demeanor and the alarm, so I walked back up to him and asked him how much longer we would have to wait. He gave a very condescending look of exasperation and said he needed to checkout his customers and that i should be more patient.
At this point, I had enough. I told him I was walking out the door and would never be back to any Lowes for any reason. He said "Fine, but don't be surprised if the police are knocking on your door later."
I said - that would be great, because the police are more reasonable than anyone at lowes. As I walked out the door, the alarm went off again and again my kids began to cry.
All of this over defective merchandise. A $29 umbrella stand.
Lowe's Home Improvement Reviews
Order on line from lowes. The said delivery date would be a certain date. But, weeks after order when I was expecting and needed the washer and dryer, we were told not available for a few more weeks. Then, again, told delivery delayed. We have thee young children and do several loads of laundry a day - and now are forced to go to laundromat to do laundry while we wait and wait and wait for Lowes. I suggest others buy from Best Buy or Home Depot.
We should have read any and all reviews before purchasing our TroyBilt Riding Mower from Lowes!
On Jan 2, 2012 my husband purchased a Troybilt Bronco 42" Riding Mower for me.
the salesperson encouraged us to get the Extended 4 year Warranty, misleading us by telling us that everything except standard maintenance would be COVERED.
When we needed the blades changed, we bought them and changed them. We took care of the maintenance of our mower.
Less than a year after purchase, I realized that the mower was not cutting the grass evenly. Read the manual but could not figure out the reason.
called the Service Department and they sent a company to pick it up...
what a shock when we got a call telling us that it was going to cost us almost $700.00to fix the mower!!!!
when we asked we were told that none of the problems of the mower were covered under the Manufacturer Warranty..even though the problem was an uneven deck...Supposedly it's not part of "Wear and Tear.
we declined the service and parked the Mower!
Finally this year (2015) my husband asked a Salesperson at the same store what we should do with our mower, he replied :"bring it over, we will have it repaired or replaced, it's under an Extended Warranty".
on April 2nd this year we decided to bring it over.
This morning, April 10th, I get a call that it's going to cost $482.03 to fix it. Nothing is mentioned about the deck that "Previously" had to be replaced!
again I am told that "NoTHING" is covered under the Extended Warranty!
SO, do tell me, WHY would anyone pay for an Extended Warranty??
Johanne
On March 21, 2015 we went to into Lowe’s 0205 to look at carpet for our new home. Travis the asst mgt was helping us through the process of getting set up for having our home measured. We were very satisfied with his knowledge and professionalism of this process. We stressed that we would be closing on our home on April 8th and asked if that would be a problem to have it put in right afterwards before the furniture was moved in the home. We were assured that wouldn’t be a problem. We then paid for the measuring (mileage) and put deposits down on the carpet samples we took home which was $209.18.
On March 23rda representative called to set appointment to measure the home on March 28that 2:30pm. We also showed up at the same time with our interior designer when Chris was there on the 28th to ask any questions which we might have for him to answer. At that time he stated he was not only measuring the bedrooms that we wanted to replace the carpet in but also the whole home and that would have it for us if we wanted to do any other rooms. He also said after he got all of his “tweaking” done on the schematics of the home and measurements we could have our own copy of them and could pick up at the store when we were in to get our estimates. We were still very satisfied at that time also.
On March 29that 1:33pm Sean for the Lowe’s Store 0205 and left a message stating that there was a problem with creating something with measurements and that the vinyl would have to be a separate transaction.I couldn’t figure out what he was talking about vinyl, since that wasn’t what we wanted. So, I immediately started trying to return his call at 1:40pm. I was transferred numerous times to different departments over and over again.Disconnected a couple of times and then was told to dial Ext 4814 which was no help. I called back to speak with management and was never connected to them either. This went on for over an hour until my frustration got the best of me and decided that someone will end up calling me back sometime if not before we got to go to the store. Not at all impressed with that day of dealing with Lowe’s Store 0205.
On March 1sta young man named Alex called me to address that the measurements were ready for us to come in and get things set up for estimates and installation. Stated again that the vinyl would have to be a separate transaction….. I told him that we were not getting vinyl from Lowe’s because Travis explained to us on March 21st that the installers do not prepare the floor for vinyl or tear up the old vinyl…. So that wasn’t what the measurements were done for. I said that my partner and I would be in that Friday the 3rd on our day off to get the estimate for the carpet we decided to go with in the bedrooms.
On March 3rdJames and I myself arrived at Lowe’s Store 0205 around 2:15pm to get things set up for the estimates and installation.We went to customer service to return the carpet samples to get our deposit credited back to our card and back to flooring we went again. There were met by an associate named Tammy that didn’t know how to do what we needed done so she went and found Alex. That is when Alex informed us that we needed to pay again for the carpet measuring since they did a vinyl measurement and that had to be two different transactions.At that time I told him that we already paid $155 for the measuring for carpet and I would not be paying anything again to have it done. He said the “system” has us paying for a vinyl measurement and for that we must pay to set up for a carpet measurement. I again explained that Travis set all of this up and we discussed that Lowe’s does not prep the flooring for vinyl so that wasn’t even an option we considered since the house we are buying has old vinyl flooring glued down in it already. Also I explained that we put 2 deposits down on carpet samples and that we didn’t even have vinyl samples since that wasn’t an option for us to do with Lowe’s. Alex said it would be another 48 hours before he could have access to the carpet measurements and we would have to come back at that time. I then said that Sean had called me Sunday the 29th and I spent over an hour trying to return his call to no avail. So he called Sean over to speak with me about the confusion. At that time, Sean came to the flooring dept and said that I would have to come back in 48 hours when they got the measurements for carpet and I needed to pay for carpet measurements. I repeated everything I just told Alex to Sean again…. Telling him that wasn’t an option to come back in 2 days and pay even more money that we already paid for getting the measurements for carpet for our home. At that time I stated that I was on the phone for over an hour trying to return his (Sean’s) call Sunday when he left me a message.He said with a sarcastic tone that he didn’t event work Sunday and didn’t know how I got a call from him.So at that moment there were three associates standing there….. Alex, Tammy and Sean. I asked all of them if Sunday was the 29th and they all agreed that it was…. So I pulled out my phone and placed it on speaker for all of us to hear that Sean indeed called at 1:33pm stating who he was and that is when Sean acknowledged that was him and at that time he just walked off stating “he was not dealing with this!” Tammy tried to help out by saying that Sean had been sick and probably don’t remember working Sunday. I told Alex and Tammy at that time I needed management to come and speak with me now and if Travis was in the store for him to come too. Carol showed up and I explained the whole thing over again for the third time….. She said there was not way to get the carpet measurements until 48 hours. I had to insist that something needed to be done since I had already paid for it, now lied to by Sean and that the order was not what we paid for they have in the “system” and we just drove another 75 miles over here to Store 0205. So Carol got busy calling and investigating what the mix up was and who was responsible. During that time around 3:45 or 4:00, Travis shows up to confirm everything we said was the way it was ordered. Carol found were Travis did put in the order March 21st for carpet Not vinyl measurements. So Another wait… Around 4:45pm Alex brought us the supposedly the correct schematics of our home, which was not to pick out the quality of what carpet in what bedrooms. So again another wait… At 5:15 Travis came with the right one and we proceeded to choose what quality for what bedrooms. So at 5:30 or sometime he took it back to the back to be figured. During all of this time of waiting and stressing out about how a company could be so unprofessional in handling a situation. We had the associate, Tammy wanting to discuss her legal battles with the Harper County Kansas police dept and district attorney. Wow… What a truly Good Friday that this was turning out to be????At 5:40 we left to go check out carpet at another store while Travis was to figure out carpet estimates. Finally we got a phone call at 6:06 pm giving us a price of $2,729.00. Then James asked him if we can swing back by to get the estimate, the schematics of the measurements that we paid for and was stated by Chris that we could have our copy and asked if that was set up for the free 72 hour guarantee of install.Travis’ reply to all of these are as follows….. the customer does not get a copy of the measurements that they belong to Lowe’s, the guarantee of 72 hours he did not know anything about even though it is posted all over the carpet area. So over 4 hours of total hell was what we really paid to get treated like this.
Please, people, do not buy carpet or anything else from lowes, they are not even listed under the BBB. We bought expensive carpet from Lowes of Marana to carpet our whole house. Their system for getting carpet is to call the Mill AFTER you pay for the carpet. Then you wait months, (they don't tell you this until after you pay) while it comes from mill in Canada, (not made yet, but you bought it)and after jacking us around for over a month & one-half when the carpet did come it was damaged all over, big cuts & rips in it, by a fork lift??! So we had to reorder & wait even longer. While I was out in my garage ( where I let Foothills Flooring unroll the carpet to make it handy for them) is where they showed me the damage. Then the installer from Foothills Flooring, I hope I meet again some day, stole my brand new Worx Electric Chain Saw out of my garage while I was back in the house calling Lowes to tell them about the damage. It was within arms length of where he was. I know it was him because my garage is always locked & in a fenced property, so he compounded my agony about the carpet by my chain saw missing a day after he was here. No one else was on the property....ever! These people left me with such a bad taste in my mouth that I considered suiing them. What an experience! One thing though, Tucson is a relatively small town considering & my chances of running this thief down is good. If you are reading this Mr Installer, you know who you are & I WILL be seeing you, punk.
Do not, for any reason, open a Lowe's credit card. I had a big job to do and opened one and they gave me $5K which was just what I needed. They also offered to delay payments which was great. What I didn't realize is that the interest rate was 24.99%, so when I made a $150 payment, $100 of that was interest. When I called corporate to complain, they said that since Home Depot charged this much, they could too. I guess they never heard just because you CAN do it, doesn't mean you SHOULD do it. To me this rate is unconscienable, except Lowes and GE Capital Bank have no conscience. Stay away from these rip off artists.
Went with Lowe's for a new kitchen because price was competitive, product seemed to be decent quality, and contract said "Lowe's will make it right." I purchased the all wood option on my cabinets to ensure a better product. To complete the order, Lowe's sent me an 8 page contract with many terms that I was required to follow. I also thought the contract would bind Lowes as well. Boy was I wrong! Each line item of the contract spelled out each specific piece of the kitchen in great detail. For instance, one line item stated: "Deep wood tall end panel DWTEP84 Shenandoah September All Plywood Construction Option % Painted Linen % Cottage Painted Linen American Woodmark Corporation."
On the day of install, I inspected the kitchen pieces as they were being unboxed by the installers. To our surprise, 3 large end panels were not all plywood construction, but rather particle board. I showed my purchase order to the installer and he said something was wrong as it was clear that I ordered (and paid for) all plywood construction, as it was specified for each piece of the kitchen, and that is what I should get. He advised me to call Lowe's and they will make it right.
I called the store manager and alerted him to the problem. I learned that notwithstanding the specific language in the contract and on my receipt for each item of the kitchen, an all plywood option is not available from the manufacturer for particular parts of this kitchen. His solution- I still had a warranty and when the cheap particle board fails, I can ask the manufacturer to deal with it under the warranty. There was nothing else Lowe's could do, notwithstanding the blatant misrepresentations in my contract and on my receipt. Lowe's sold me a product that apparently does not exist and they are unwilling to remedy the situation or refund the cost of the items I contracted for and did not receive.
Additionally, with regard to the granite counter tops, Lowe's provided me a written quote on the first day of our initial visit. I understood the amount of the quote could change based on the actual measurements and options we selected, but I expected the cost per square foot for the material would be as represented in the initial written quote. When it came time to finalize the process, the cost of the material increased by $1.54 per square foot. Because the Lowe's paperwork only provides the number of square feet and the total cost without explicitly spelling out the cost per square foot, the sales person was surprised that I did the math and compared the final quote to the initial quote to find the discrepancy in the square foot price.
Even though Lowe's provided a written initial quote, it was unwilling to honor the price per square foot contained in the quote. The sales person blamed a "computer error" for the initial quote I received and told me I would be paying the higher price if I wanted to move forward. I again contacted the store manager and provided copies of all my paperwork to prove what I was quoted. He initially informed me that a sign on that day probably had the higher price per square foot, and I should pay the higher price, notwithstanding the written quote. I explained that I think a written quote should take precedence over any sign that may or may not have existed a month prior. After much frustration and arguing, the manager did me a "huge favor" and honored the price per square foot as originally quoted. Geez thanks for the aggravation, misrepresentation, and overall awful experience. Lessons learned-- Lowe's will not make it right. Save yourself a boatload of aggravation and pick a local, reputable company for your home improvement projects.
Lowe’s-speak: we won’t meet your needs but we will tell you what you want to hear
“Backordered”
Means: We have no idea if we can get this item, in fact, it is very likely you cannot get it from us, but we will tie up weeks of your time and money, under the pretext of fulfilling your request.
“Discontinued”
Means: Some time ago it came to our attention that the make and model you requested, (the manufacturer’s newest), was discontinued; we stopped being concerned with it but our policy is never to tell you when such is the case. If we did, you might go ahead and buy the product somewhere else instead of purchasing the model you did not want from us.
“Similar model”
Means: This is not what you need to complete a uniform set of appliances in your kitchen and while it won’t help your resale value it will serve to most immediately promote our sales. Don’t check your kitchen or paperwork.
“Customer Service”
Means: Lowe’s secondary team meant to maximize profit and minimize customer distractions.
“Customer and Executive Care”
Means: Lowe’s Public Relations and Damage Control Group
“It will be there September 12”
Means: We have no idea if it will be there September 12th.
“It will be there September 13th”
Means: Or, not. See September 12th and “discontinued”.
Means: This is where I should have gone in the first place and you should too. had my refrigerator in stock (more than one) and it will be here three days from now. I am not an employee, nor a shareholder of or Lowe’s. I just appreciate businesses who are very good at what they do and such was not my experience at Lowes where this appliance was concerned.
We recently bought several granite umbrella stands from this store. When we arrived home and unpacked, we found one of them cracked in half. No problem at this point, we understand these things happen. We returned to the store and waited in line for 30 minutes at customer service.
The woman that helped us (small, with glasses) looked at the base and asked us "if we were sure we didn't crack it when unpacking it. Basically accusing us of the damage. We said "no" we did not crack the stand. She then stared at her computer for five full minutes. Next she got on her cell phone and walked away so we couldn't hear her. She came back in 5 minutes and said she would allow a "one time" exchange. I asked her what she meant by that, and she said she was just repeating what her supervisor said. I asked to speak to her supervisor but was told she had just left the store. She looked at her computer and said there were 5 more umbrella stands with our color in the garden department. We were told to "go find one" and them come back and stand in line again.
We walked across the store to where they keep the stands and found they had zero stands in our color. We verified there were no more "in back" with another employee in that dept. When we asked if the inventory system had a mistake, he said the inventory system was "a mess" and he never relied on it.
So we compromised and selected one with a different color. We went back and stood in line for 20 minutes at customer service. By chance, we ended up being helped by the same girl that "helped" us before. She couldn't understand why we chose one of a different color and said that they couldn't do an exchange on that basis, even though they are the same product from the same manufacturer. We pointed this out, and she left to "call her supervisor" again. This time she was gone for 12 minutes.
She came back and said since her supervisor was now in a "good mood" she could move forward with the exchange, but there would be "a lot" of paperwork. This next phase took 15 minutes, where she stared at her computer screen and typed maybe 6 words during the whole process. Finally, she handed us a receipt without a word.
Never in this whole process, which took almost two hours, did she offer an apology or thank you for our patience. But what happened next is why we will never visit a lowes store again.
We walked through the checkout stands and were almost through the door when the alarm triggered and a automated voice told us to return to the check stand. I stopped, turned around, and saw a 20 something man running towards our family. He grabbed out cart and muttered something about "shoplifting" and began walking back to the check stand with our cart. Both of my children were so scared by the alarm and the aggressive nature of the cashier that they began to cry.
I followed the cashier back to the checkout stand. There was a line there, and about a dozen people heard this cashier say to me "Now, did you forget to pay for this item?"
I explained to him that this item was an exchange and gave him the receipt. He examined it closely and said her would have to "verify" the receipt with customer service. He opened his cell phone and turned his back to me. A few minutes passed and he turned back to me. He said customer service was busy and that I would have to wait a few minutes for them to call back. He asked that I stand to the side while he helped other customers. He checked out 5-6 customers. My kids were still shook up by his demeanor and the alarm, so I walked back up to him and asked him how much longer we would have to wait. He gave a very condescending look of exasperation and said he needed to checkout his customers and that i should be more patient.
At this point, I had enough. I told him I was walking out the door and would never be back to any Lowes for any reason. He said "Fine, but don't be surprised if the police are knocking on your door later."
I said - that would be great, because the police are more reasonable than anyone at lowes. As I walked out the door, the alarm went off again and again my kids began to cry.
All of this over defective merchandise. A $29 umbrella stand.
Never again.
1) Appliance Heros came on June 18! They were suppose to get the parts within 3 days. That means Friday or Monday June 20th or 22nd. They did not call me at all. I called them on Monday and they said it would come on Tuesday. No call from them. I called back again, they said on Tuesday it did not come in. Wednesday rolls around, no call from them. I call them and they tell me it finally came. Fine sure I'm being patient it happens. Because it's so late already they say they can come on Friday June 27. Finally they come on Friday. By now it's been 9 days. The technician can't fix it, he says it's the main board that's defective. He calls his supervisor and says the part is defective the family has been without a fridge for a week, can we expedite the order? The supervisor says yes ok I'll get it ordered and expedited.
2) I call on Monday June 30th to Appliance Repair Heroes. First they put me on hold and tell me the parts department is busy. Then after 1 hr I call back and say I'm still waiting. This woman named Lisa Desoux answers and tells me my part is due in on Wednesday. I get very upset as they promised expediting it on Monday. Now we're promised delivery by July 2nd (2 days before July 4th) I call Lowe's and am very upset. I told them I need it expedite it's going to be 4th of July and I need my fridge. I tell Lowe's that it is unacceptable I want my refrigerator fixed, it has been more than Lowe's tell me sorry Appliance Heroes are closed. I tell Lowes the story and they say they can't do anything until they contact Appliance Heroes. Still nothing from either businesses. Finally I get a call on Tuesday from Appliance Heroes saying that they cannot expedite it but want to schedule me in for Wednesday or Thursday. Appliance Repair Heroes tells me that they will try to get it to me and asks me for more flexibility. I tell them I can have someone home all day. Appliance Repair Heroes says great. On July 3rd, now it has been more than 15 days. I call them on July 3rd to ask what time they are coming, they said oh we're coming between 3-5 from what you told us originally. Ok what the heck?! I asked my family to stay home so you could have flexibility to come earlier! Ridiculous. Ok fine, I wait until 3-5, the technical comes over still can't fix the fridge, tells me that he will get his office to fax the paper in when he gets back. I call Lowe's and they tell me that they cannot accept my paper and need to contact Appliance Repair Heroes. Guess what?! As I said before I told Lowe's it's cutting too close to July 4th.
3) Now instead of accepting a copy of the paperwork from me so that you can replace my refrigerator, you want to call the Appliance Repair Heroes and get back to me in two business days.
4) Now I have been without a fridge for 19 days. By Tuesday July 8th it will have been 20 days! I am completely unsatisfied with your service.
Siding Advertised on sale 1.83, but Lowes would not honor the price
On the Lowes Website, the Bristol Lowes Store has the James Hardee Cedarmill Lap Siding, Item # 26892 for $1.83. I wanted to buy 138 pieces, however the Bristol store will only sell me four pieces at that price. They have more of the same identical item in stock, but they say it is a different item number. They say the manufacture is changing the item number, but they refuse to sell it to me at the sale price. The online item states that is on sale until July 8th, 2014. It does not say that this item is discontinue and will sale the quantity that is available only at the Bristol store. This item does exist at other Lowes store, but not at the sale price. This is a illegally/fraud advertisement. I contacted the Corp office in N.C., but they told me they wasn't responsible and they REFUSED to sell me the item.
We recently bought several granite umbrella stands from this store. When we arrived home and unpacked, we found one of them cracked in half. No problem at this point, we understand these things happen. We returned to the store and waited in line for 30 minutes at customer service.
The woman that helped us (small, with glasses) looked at the base and asked us "if we were sure we didn't crack it when unpacking it. Basically accusing us of the damage. We said "no" we did not crack the stand. She then stared at her computer for five full minutes. Next she got on her cell phone and walked away so we couldn't hear her. She came back in 5 minutes and said she would allow a "one time" exchange. I asked her what she meant by that, and she said she was just repeating what her supervisor said. I asked to speak to her supervisor but was told she had just left the store. She looked at her computer and said there were 5 more umbrella stands with our color in the garden department. We were told to "go find one" and them come back and stand in line again.
We walked across the store to where they keep the stands and found they had zero stands in our color. We verified there were no more "in back" with another employee in that dept. When we asked if the inventory system had a mistake, he said the inventory system was "a mess" and he never relied on it.
So we compromised and selected one with a different color. We went back and stood in line for 20 minutes at customer service. By chance, we ended up being helped by the same girl that "helped" us before. She couldn't understand why we chose one of a different color and said that they couldn't do an exchange on that basis, even though they are the same product from the same manufacturer. We pointed this out, and she left to "call her supervisor" again. This time she was gone for 12 minutes.
She came back and said since her supervisor was now in a "good mood" she could move forward with the exchange, but there would be "a lot" of paperwork. This next phase took 15 minutes, where she stared at her computer screen and typed maybe 6 words during the whole process. Finally, she handed us a receipt without a word.
Never in this whole process, which took almost two hours, did she offer an apology or thank you for our patience. But what happened next is why we will never visit a lowes store again.
We walked through the checkout stands and were almost through the door when the alarm triggered and a automated voice told us to return to the check stand. I stopped, turned around, and saw a 20 something man running towards our family. He grabbed out cart and muttered something about "shoplifting" and began walking back to the check stand with our cart. Both of my children were so scared by the alarm and the aggressive nature of the cashier that they began to cry.
I followed the cashier back to the checkout stand. There was a line there, and about a dozen people heard this cashier say to me "Now, did you forget to pay for this item?"
I explained to him that this item was an exchange and gave him the receipt. He examined it closely and said her would have to "verify" the receipt with customer service. He opened his cell phone and turned his back to me. A few minutes passed and he turned back to me. He said customer service was busy and that I would have to wait a few minutes for them to call back. He asked that I stand to the side while he helped other customers. He checked out 5-6 customers. My kids were still shook up by his demeanor and the alarm, so I walked back up to him and asked him how much longer we would have to wait. He gave a very condescending look of exasperation and said he needed to checkout his customers and that i should be more patient.
At this point, I had enough. I told him I was walking out the door and would never be back to any Lowes for any reason. He said "Fine, but don't be surprised if the police are knocking on your door later."
I said - that would be great, because the police are more reasonable than anyone at lowes. As I walked out the door, the alarm went off again and again my kids began to cry.
All of this over defective merchandise. A $29 umbrella stand.
Never again.