"I ordered an item recently to pick up from store with their so called **20 Minute Guarantee**. When I asked about the order from the customer support desk, it takes them some time to figure how to extract details of the online order and when they did.. they simply said... it was cancelled by the manager and we cant do anything about. What the heck... no email no phone call.
Really rude of this who are wasting money gas on this pathetic pick up service. Never again order from this store. Poor poor poor!!"
"Very simply, the extended warranty purchase is not the best. Lowe's does not care about either the customer, the type of service provided or who they choose to fix it. They found the lowest, cheapest and worst company in San Antonio Texas to supposely fix my dryer. A month later, nothing but excuses and worthless service. I will no longer shop at Lowe's."
"The worst customer service. I have given Lowes Decatur Texas the benefit of the doubt for 3 years now and they have consistantly bunred me. I am done with this poor excuse for a store. I will drive 30 miles futher and spend more not to have to put up with this nonsense. They do not know their products or how to help anyone or even have decent customer service."
"TERRIBLE service and shoddy products. I ordered a bathtub at Lowe's that broke. Lowe's wouldn't deal with it, and even the manufacturer blew me off. When I attempted to post a negative review of the item, Lowe's rejected it and kept sending the same copy and pasted response to my inquiries. I'm out a thousand dollar tub and Lowe's won't even let a negative review post to their site."
"After buying appliances and extended warranties from Lowes from years, I must warn against it. We have been in a position to buy a good many appliances and recommend them often. However, at the end of the day it is a very large company that does not care about their customer. The first time we had a need of the service was for a washer. They left us without a washer for over a month while they acquired the necessary parts which were basically everything but the shell. Most recently, we have had major repairs on a dishwasher 3 times. This last time the leaking motor caused over $7000 worth of damage to our home. They do not care in the least. Their customer service lacks any real customer service. They are rude to say the least. Don't make the mistake of thinking that because you pay the extra money for an extended warranty that you are protected. Once you add the extended warranty it only complicated things with your insurance company and makes the process very difficult.
By the way, the dishwasher which caused the problem is a Fridgidaire."
"Liars, liars is correct. I absolutely agree with the previous review. I have purchased a $1000 washer, that the delivery guys could not even get it to work. I spoke to the company and they recommended for me to call for repair on a machine that I have not even touch. I went back to the store and purchased another one under the condition of having it the next morning. I was promised that I will receive it first thing in the morning, and that they have requested for my delivery to be the first stop. Well I did not receive it until 1:00, and according to Lowes, they cannot control the delivery service. They were able to until I purchased the machine. what an inconvenience. I am done with Lowes and their lies. Home Depot is my #1 ."
"I submitted an order online for in-store pickup. When I arrived at the store I requested, they told me I was at the wrong store. The system CHANGED THE STORE because one of the items I wanted wasn't available at my store. It really should have offered me the chance to switch.
If that wasn't bad enough, when I finally found the store it sent the order to (an hour and half later) they hadn't even pulled it from the computer! That's a far cry from the 20 minute guarantee promised on the website. Their heart-felt apology? "I don't know who didn't do anything with it." Thanks Deb at the E. Colorado Springs location. This order has ensured I will never shop at Lowe's again... Now I know where they got the name, from the low level of customer service!"
"Placed an order through lowes.com. Received a phone call telling me that shipment will be delayed due to back order (= their inventory system is not accurate)but mentioned I'll receive the product by 9/26. Received another call shortly from a different person stating the same thing (= their customer service has no system to take notes). 9/26 came and no product. Called their 800 number and was told there is no tracking # and couldn't tell what the status of the order was. Her solution was she has to send an e-mail to another department within Lowes to get the answer on the status (= again no notes on the system and their 800# customer service can't even provide order status. The order via online system was marked "shipped" but later find that such was not the case). She did offer that for some reason that this product is not available, Lowes may be able to offer a substitute. On a following day, I get an e-mail stating that the order was cancelled. No phone calls, no real apology, just cancelled. The process took 12 days thanks to the misinformation provided to me via phone call by two separate individuals. Worst online shopping experience I've had and would not recommend to anyone to shop at Lowes.com."
"My wife and I had our house measured for floor coverings through Lowes in Durant Oklahoma. We had carpet installed, and then decided on laminate flooring for the kitchen and dining room. Our floors were stained concrete, and it is very hard to keep clean or polish it without commercial grade equipment, so this is why we were having new flooring put in. Tile and other flooring of that type cannot be put directly down onto stained concrete (It won’t adhere to the stained concrete). Laminate flooring can be put down, because it floats on top of the pad placed underneath. The laminate flooring was special order, and the same installer that put in our carpet was going to do the laminate floor. We made our choice, and Lowes special ordered everything needed. We paid for it all up front, including the labor cost. Everything came in, and the installer called to advise me to pick it all up, and place it inside the house, so it could acclimate to the temperature. The flooring was on a pallet and there were also three rolls of padding, transition pieces, and quarter round trim pieces. On the day the installer came, he walked in, pulled out a measuring device, and said that he needed to check the moisture content of the floor. He placed it on the floor, and it came up 75%. According to the installer, it can’t be installed if the moisture content is over 20%. He said there is nothing that can be done, that I should take everything back and get a refund, and then he left. I was astounded that no one, including the installer that he been in our house just prior to this to install carpet, and knew what type of floor we had, mentioned that the moisture content needed to be checked. Why wasn’t this mentioned before we special ordered everything, and I made a special trip to get the flooring and unload it? So, I loaded it all back up and went to the Lowes to get a refund. One nice lady named Janelle was helpful from the start. She fought with the sales staff on the floor, which never showed up to look over and verify the merchandise. She also fought with the scheduler, an employee named Anna, who was the go-between of the employees who sold us the flooring, and the installer who came out to our house. Anna didn’t even want to come out of her office to talk to me. She finally had to come out when Janelle took me back to her office, and cornered her there. It took me an hour to get my money back. After getting a refund for the flooring and the labor, I asked to speak to the store manager. I gave him a run-down on what we had been through, and he apologized. This was the first time anyone apologized during this entire ordeal. I advised him that I would not be back, and I pointed out Janelle, the helpful employee, as well as the ones who gave me the run around. Don’t know if it will be any better, but I am driving to Sherman Texas to Home Depot from now on. "
"For your records, here is how I have spent my time over the repair of a $170 product with an $85 service protection plan.
March 2010: three Samsung units delivered to the wrong address, each in a sealed crate with one or more noticable dents. After rearranging delivery to the correct location (six blocks from the billing address) and returning two units. Accepted the third with an extended warranty.
Tuesday, 13 September: My tenant reports a malfunction and I call for repair only to find out that I was "over-sold" on a service plan, causing a "push-back" from the Lowes Service Rep, Nkodi. Got supervisor on the line, Kala emp #302865. First offered to replace but canceled the remaining 2 and 1/2 years of the service agreement. Chose to have it repaired because of the difficulty getting the unit in the first place (see March 2010 above).
Kala confirmed Thursday, 15 September between 8 AM and 12 PM. Kala said if I had any problems, I could use her ID # to be back in touch. I informed tenants and sent you (James) a chronology of that communication.
Thursday, 15 September: took off work to wait for the service call so that I could relay the message to the tenant and be available in the event a decision had to be made about the unit. The tenant took off work to meet the repair.
9:45 am call from Xena, at CATS, the repair center selected by Lowes to do the work. they "did not get the ticket order until late last night.....and this morning they were overbooked". Xena at Computer Analysis and Technichal Service (CATS) then said, "with an SE code, once you unplug and replug and it does not reset, the whole board needs to be replace. They are supposedly ordering today with a "usual 3-5 day delivery of parts". No current repair date is scheduled.
10:00 called Loews customer care. The first person I got, I asked to speak with a supervisor by the name of Kata with XXX employee number. Response "we can not get you a specific supervisor. 1) I wanted Kala, as she had offered, to avoid having to go through everything listed on this page. 2). Why did Kala offer the opportunity for me to be in contact if it truly the case that a specific person can not be contacted (I am getting madder by the minute. As a regular customer of Loews, I'm thinking one of two things: Either Kala lied or at best does not know the policies. Or the service person who answered is trying to keep a mad customer from escalating to that level).
I get a new supervisor, Laura, emp # 151038 who tells me Kala is busy....I could have her call you back. As a customer, I have experienced more times than not, you do not get the call back. I go through everything on this page with Laura and I have spent 20 minutes on the phone in addition to the nearly 2 hours of waiting for the non-repair to happen. To stay a happy customer, repairing the unit is off the table OR I need the repair and something else to compensate for my time and the necessary frustration. Keep in mind that I have purchased an extended warranty that is suppose to make things easier...at a cost.
So just repairing the unit at this point, which I should have and could have had if everything at Loews was working properly, is not enough. Now I have hours of time invested, and lost revenue from my job.
I suggest to Laura that repair is not good enough. I would like the unit replace (which was offered by Kala above). Laura responds by quoting procedure instead of being empowered to make an exception in what I hope is an exeptional case (I really don't think that I am the only person treated this way), Laura says "this unit does not qualify for replacement." As the customer, I am getting a conflicting report from two different supervisors who should have access to the same training materials and should be sharing the same work experiences.
I tell Laura that I have too much time invested to waste it discussing policy and ask for her supervisor.
10:28 and Perry, emp #154187 gets on the line. I go through everything on this page and ask if he is the person who can make the decision to do something other than repair the unit. "that is all that the warranty calls for", empowerment and common sense both being thrown out the window. A short conversation with Perry and I tell him thanks, it seems that I have to go to corporate to get this resolved.
Forget the time involved in just installing the first dented unit, I'm at over three hours trying desperately to put my warranty in play. Get this, the extended warranty is called "Service Advantage". What do the poor customer go through that just get Loews normal service, when I have the service ADVANTAGE?
James, I look forward to your resolution and hope that you can use this information to fix your terribly broken service advantage system.
Sincerely
Cory Bonney"
"I purchased a double stack washer dryer and a refrigerator, bot h had to be special ordered. First of all I took in the exact model number to the store of what I ordered concerning the washer/dryer. However, when it arrived it was the wrong size, a electric dryer and I wanted gas. The washer was 3 inches too large, then I realized it was the wrong model number, the refrigerator was damaged. When they came back to replace the refrigerator door and replace the washer/dryer, my bill wasnt not properly adjusted. Even though they took back the washer and dryer I stil received a bill for it and it still has not been adjusted to this date. When talking to customer service on the phone I am transferred to million different "managers" and none of them has fixed the problem at all, although they are very apologetic for the mishap! I cant think of a reason to recommend Lowes to anyone because of this bad experience that I am still living to this day....DONT USE LOWES!"
"I tried to order 2 items from them. No updates on status, other than "in Process" for 2 weeks. After multiple calls and not getting much info, beyond they had one item in stock and the other was out, nothing was shipped(!), I cancelled.
The help desk was nice and cordial, overly apologetic and ineffectual."
"I ordered 4 items from Lowes.com, a weed trimmer an expensive push mower a large roll of trimmer wire and oil. The trimmer arrived within a week no problem. The mower (at time of order & in email receipt received) had an "Estimated Arrival Date" a total 13 of days later. I let it be for a bit and then when I call them on the phone a Lowes.com rep tells me it has an "Estimated Arrival Date" 10 days even later. So it is a total of 23 days. Well, I just checked online now and NOW it has a NEW DATE, ANOTHER day later. NOW 24 DAYS. I do alot of online shopping and I have NEVER had this type of problem with ANY other company. I truly do NOT believe that Lowes cares about its customers. Today is June 9th 2011 and by the looks of it, I won't be getting the mower this month. Lowes.com, the whole Lowes Corp. has lost my business forever!!! "
"PROMISES! PROMISES! LIARS! LIARS! I purchased granite counter tops & a plumber from Lowes to reconnect my plumbing(disposal & faucet). I was told by the kitchen SPECIALIST this could be done on the same day. The week of my install the plumber called and cancelled,I was reschueled for my install & told my the granite people they did'nt know why the kithchen SPECIALIST told me the plumbing could be done the same day, sink has to sit in the granite for 24 hours, should'nt a SPECAILIST have known this? A few days before my second date the plumber called & cancelled again, said he did'nt work that day! By this time I'm livid. I call the corporate office who in return has the manager of the store call how does nothing but tell me my plumbing money has been refunded which I had allready taken care of.SO THEY DID NOTHING TO SOLVE MY PROBLEM!!! HOME DEPOT after hearing my story was more than accomedating & will be getting all of my buisness from now on. "
"This isn't a review of the store but of the 45' automatic pop up sprinkler. I bought two. One worked fine but the other was missing a pin that didn't allow it to rotate so it just stopped in one position. I took it back and exchanged it no problems. I brought the new one home and installed it. It worked but the one that worked before then broke! The look heavy duty but they are either a defective batch or just junk. Back for the third time!"