"Bought several appliances at Lowe's. Used their 12 mo no interest offers. However, when went to buy this freezer, I was told I was refused. I have paid everything off ahead of time and on schedule. My credit is excellent. Then their GE Money account sent me a $52 check in error. Later, received a "late payment" notice ... was not even aware I owed anything. Anyway, I called and returned their $52 by phone. About a month later I received a notice I had a balance of $52. I called and they had failed to remove it. GE Money Bank has not left me with a good taste in my mouth for doing business with Lowe's via their credit offers."

"I too ordered what was believed to be a closeout item. After learning the item was normally $180, and was online for $12, it seemed like an obvious mistake- the kind anyone makes. Regardless, Lowes honored the offer. The first Lowes did not, but the second Lowes I went to did.
I wasnt entitled to the offer, but am happy the went above and beyond to please a customer. Ive always preferred to show Lowes vs Home Depot, and this just confirms that is the correct decision."

"Horrible experience with Lowes.com/Lowe's of Danbury, CT. Purchased an item online that I believed was a closeout (90% off). Between phone calls and visits to the store, management at Lowe's of Danbury said it was an error and refused to honor even though Bosch is fully paying for the error. Many other stores are giving free upgrades if item is not in stock or available. Not this store. I have been lied to over and over by the management and they can care less about customer service. Just bought my log splitter from Home Depot today instead of Lowe's because of the horrible experience I've had."

"In January of 2008, I made a purchase of approximately $13,000 worth of hardwood flooring and carpeting for my entire house. It was a nightmare from the beginning.
On the delivery day, there was an ice storm passing through. Lowes sent the truck anyway. When the truck arrived, the delivery was left uncovered, on the driveway, outside of the garage. They said that it was not their job to bring it in the garage out of the weather and that this was not the complete order. After three deliveries, the job was started. My daughter's bedroom was first where we had a bamboo floor installed. The workmen couldn't finish the job in one day and said that they'd come back the next day to finish. They never showed back up or called. We called Lowes to inquire. They sent out a different team of installers within a few days. When the job was inspected, we found that there was a lot of damage where it appeared tools had been dropped or wood pieces either split or cut haphazardly. Damage to the trim is very evident where cuts into the door trim and saddle trim are still visible. The remaining upstairs bedrooms were carpeted. All doors were left off of their hinges with no attempt to reinstall. Lowes did agree to pay my own carpenter to cut down and reinstall the doors even though they were not required to.
The rest of the job was continued downstairs in the main living areas. It was learned that not enough carpet was ordered for our den. The hardwood floor in the great room did not match-up to the edge of our kitchen tile. ¼” plywood would have corrected the problem. There was no suggestion that this should and could be done. Transition molding was put on that didn't fit and actually has become a trip hazard. After repeated calls, new and different trim sent, and carpenters sent out, the job is still as before. Each worker sent out has looked at the job and said that what we had, sent by Lowes to correct the problem, would not work or that they didn't have the tools to do the job properly. As of today's date, the job remains unfinished. I contacted my own carpenter who will do the needed repairs. The flooring rep said that we can keep all the incorrect trim and that he would only be willing to compensate us $150 for the labor. The damage upstairs was discussed early in the job. We were told that we would discuss that after everything is done. Now nearly 9 months later, I’m not going to hold my breath.
Good customer service or customer satisfaction, there was not. Take your business elsewhere. I am planning to. Even if Lowes has the best price, I’m going to drive past and spend my dollars somewhere else down the street.

9/16/08: I received an email from the ResellerRatings.com Team which reads as follows.

"Hello,
When you first wrote a review for Lowe's on September 6th, you might not have had a chance to receive the merchandise you ordered since your review was written very soon after placing your order. By now you should have received your order from Lowe's."

Is waiting 9 months too soon before writing a review voicing my dissatisfaction? I don't.
"

"We will never shop at Lowe’s again.

I don’t know if all Lowe’s are like this, but the ones in Austell, Georgia is horrible. First of all, I went down with my father in-law on July 28, 2008 late afternoon/evening to the LOWE'S OF AUSTELL, GA, #0531 (address: 1717 EAST WEST CONNECTOR, AUSTELL, GA 30106), to get a simple item called BugOff Instant screen door. The employees didn’t know what we were talking about. They didn’t even know how to look it up in their inventory to see if they even had it. I had to tell them I found it on the online website, and the manager at the time had the employee and myself look it up online. They said they didn’t have it in stock, so we decided to order it and get it shipped to the store to save on shipping since the website Lowes.com made it sound so easy.

So at this point it was no big deal, just order it online and pick it up at the store. Simple, we’ve done this a dozen times at other places like Best Buy, Walmart, Sears, etc. So ordered it that night, gave it a few days since the employee at the Austell Lowe’s said they didn’t have any on hand. My mother in-law called on Wednesday July 30, 2008, to see if it came in yet. A female employee answered and said that they had plenty in according to their inventory. However, for some reason gave my mother in-law a hard time when my mother in law asked why were we told when we went down there that they had none and so I took the phone. So I explained to that employee the situation and she said she will physically check to see if they have any....well they did not have any. She then transferred the phone to someone named Milfred or the manager and he told us that the items still show 10 of them in stock in their system so online site thinks it can be shipped to the store, but in reality they had none and they will clear out the inventory and order some more and should be in stock in about a week. He took down my father in-law’s name and number to they he can call him to pick it up when it gets in.

Now, August 7, 2008 (Thursday) comes, and no phone call. So my mother in law calls to see if it came in, she called around mid-day, again a simple question. They told her they don’t have such an order, they never received any order, she even spoke to Milfred. This was upsetting especially since we were told they will order it and call us. We have a confirmation pick up number and have the email printed out in our hands. How can they say that! So she asked to speak to the manager, and Milfred said “sure” and hung up on her. She called back and was able to get the manager on the phone and he told her that the item has been ready since the day we ordered it and waiting at customer service. He made it seem like we didn’t know what we were talking about, like it was all our fault. No attempts at restitution, not even an apology.

Ok, either someone was lying about the order having been ready or you need new employees since they have no clue what they are doing or even how inventory works. So my father and mother in law went to go pick it up August 7, 2008 around 2pm EST. The employee at the customer service didn’t know anything about the order was looking for an actual door. The item is called “instant screen door”, an actual door is not going to be instant. So she called her manager up, the manager’s name was Charles Garret. He told my mother in law that it’s been sitting there a week. She told him we did call to make sure it was in before driving down. He responded “well, I don’t know anything about that, but it’s been sitting here a week, and you didn’t come down to pick it up.” Again no apologies, nothing, as if he didn’t believe us that we had called or anything, why would we lie? And that is was our fault as to why it took so long.

Finally received it and brought it home. My father in law was about to install it and noticed, not surprisingly, it was the wrong size. We ordered the 36 inch and they gave us the 32 inch. So we returned it.

We wouldn’t have been so upset if the employees knew what they were doing or had better customer service or at least apologized for the inconvenience they caused and owned up to it. Or even if they talked to each other that “Hey, there’s a customer waiting for their order, etc.” Even the manager had poor customer service. I have already started a network of calling all my friends and telling them to not shop at Lowe’s. I am also going to post this on blogs and various review sites. We used to like Lowe’s because of the prices and locations, but not after this. So thank you for making us Home Depot customers."

"HORRIBLE CUSTOMER SERVICE.
1. Ordered frig on line July 1.
2. Lowe's called and state the frig was not in stock, though website says it is available and lowe's 800 number said they have 5. WEBSITE GIVES OUT CONFLICTING INFO TO STORE. So they are going to give me an upgrade, which i don't want, i just want the frig.
3. They continually contact the wrong telephone number, not the one on the order.
4. They, at one time or the other, used THREE DIFFERENT DELIVERY ADDRESSES...the office...an unrelated address....and finally the actual address.
5. AFTER TAKING A WEEK TO FIGURE THIS OUT, LOWES-THE WORST IN CUSTOMER SERVICE- STATED THEY WOULD DELIVER THE FRIG ON THE 10, TEN FULL DAYS AFTER IT WAS ORDERED AND 3 FULL DAYS AFTER THEY FINALLY RESOLVED THEIR MISTAKES!
6. I had to have the property manager call them and ask why they were being such a pain and they agreed to deliver it two days earlier, ONLY 8 DAYS AFTER BEING ORDERED.

SUMMARY: DON'T GO THERE. FIND A LOCAL APPLIANCE PLACE AND GET THEM TO OFFER A COMPETITIVE PRICE, EVEN IF IT'S $25-75 MORE, IT'S NOT WORTH THE HOURS OF HASSLE AND WAITING OVER A WEEK FOR YOUR FRIG."

"COMPLAINT NOT WITH LOWE'S BUT WHIRLPOOL. PURCHASED A HOT WATER HEATER AT LOWE'S HAD IT INSTALLED AND "NO HOT WATER" COULDN'T CONTACT WHIRLPOOL UNTIL MONDAY AND THEY SENT A TECHNICIAN OUT ON TUESDAY WHO WAS RUDE. SAID WE NEEDED AND ELECTRICIAN NOTHING WRONG WITH HOT WATER HEATER. WRONG--THE PROBLEM WAS THE WIRE TO THE TOP LIMIT SWITCH TO THE TOP THERMOSTAT NOT ATTACHED THEREFORE THE ELECTRICAL CIRCUIT IN THE WATER HEATER NOT COMPLETE THEREFORE HEATER WOULDN'T
HEAT. THANKS WHIRLPOOL FOR YOUR HELP. "NOT"!! GET NEW SERVICE TECH PLEASE. THEY CAN AT LEAST BE NICE NOT RUDE."

"Ordered on line for instore pickup and it was waiting for me at customer service.No problems.I did order christmas ref. a couple of weeks before christmas that were to be shipped to me and was in stock,never herd from them,I had to call several times and they said the order was cancelled because they didnt really have any."

"This is by far, the worst service I have ever had in my life. I don't know about where you are, but here in central Washington you will recieve poorer than poor service if you buy a large appliance and have anything go wrong with it or the order.
I purchased a front loading Bosh washer and a front loading Whirlpool dryer in mid December (19th) and was advised that the washer would have to be ordered and that it would be 15 days before I would get it. I agreed to that and left the store. By the time the weekend came around I figured I would go get (40 miles from here) the dryer instead of waiting the two weeks for it to be delivered with the washer, so I did. When I got it home and set up, it had a clunk sound in it like there was a tennis shoe in there when there was nothing in it. I called Lowes the next morning and asked if I could have it exchanged. They said that they wanted me to go through their Service Advantage department so they could try to fix it. I didn't really want a new fixed dryer. I wanted a new dryer that worked. But I thought that I had no choice so I agreed. I called them and they set me up with an appointment for Monday the 24th. Well, Monday came and went with no one showing up. I called advantage again and they set me up with another appointment for the day after New Years, (Wed the 2nd). No show again. Called advantage again, reset for Monday the 7th (for sure this time). The company that was going to service the dryer called 2 days later and said they were going to be up here next Tuesday and to call them if I wanted to set up an appointment.
For the washer, I requested that when they get it in, I needed a day in advance notice for delivery. (Jan 3rd) Thurs...I get home from work and there is a message on my answering machine from Lowes that they will be here for delivery within an hour. The message was time stamped at 8:50 a.m. I called the Lowes store. They set me up with an appointment for delivery 4-7 p.m. Friday. I called at 12:30 p.m. Friday and talked with the sales person that sold me the washer and dryer about the poor service I was getting and mentioned the appointment. He informed me that no one had set up an appointment for me for Friday. I was not a happy camper at that point. Before I had called him I was going to fill out my rebate for delivery and noticed that it said on the reciept that it is Lowes policy that if there is anything wrong with your product, you can request to have it replaced with 7 days of purchase. Nobody bothered to tell me that until I brought it up including my sales person. I was about to cancel everything and the sales person knew it. He told me he would send a replacement dryer with the washer which would be delivered on Sat. Not long after that he called me back and asked me if they could deliver it that afternoon. I agreed and they ended up delivering it on Friday the 4th after all.
They swapped out the clunking dryer and the new one worked fine. The washer had something on the window of the door that looked like there had been a label on it and when taken off, the ink from the label had permiated the plastic. I would not doubt that this had been a floor model somewhere else but that is just a conjecture. Anyway, I mentioned it to the delivery man and he asked me for some windex and a paper towel. He cleaned the window and it went away. When they got it in my house, the windex had dryed and the spots were back. He then asked me if I had any goof off. I said yes but that might eat the plastic. He said he wanted it, so I gave it to him. It did. He asked me if I would agree to have the door replaced. I said yes and he called the store. The sales person said they couldn't replace the door and that they would have to order a new washer. He asked me if I would take a discount on it. I said no. He informed me that it would take another 2 weeks to get another one. I had given away my old washer that afternoon. I asked him if I could use the one that they had just delivered until the new one arrived and he said yes. So I agreed. Also, with the new dryer, there is a tool that comes with it to level it once it's in place. The delivery guy took it with him when he left.
Now from the 4th to the 21st.... I get a call from Lowes survey to see what my likelihood would be to buy another major appliance from them. I told her never and explained everything. She said it looked like my washer was in and that they would probably be contacting me for delivery soon. The sales manager called Friday the 24th and said that my washer had been shipped on the 22nd (which means 2 more weeks of waiting). Finally on Feb. 8th they deliver my second washer.
New delivery guys. In order for these guys to take the pedestal off my current washer and transfer it to the new one you need a special wrench to do that with. I loaned it to them and when they left....yup, took it with them. This time I noticed it right away and called Lowes. They brought it back. I bought an extended plan with these guys and I am praying that nothing goes wrong during it. I do not want to deal with these people again."

"I had one good experience and one terrible experience shopping on-line at Lowes. I special-ordered a freezer, and had no glitches.

Recently however, I needed shelf standards and brackets, and found what I wanted at a good price at Lowes. I bookmarked the page and came back the next day to purchase, and the same item would not come up on their site. Instead, another brand of bracket at a shorter lenght and $0.60 higher in price was all that I could find. Since I was ordering 70, this was a big deal to me ($42). No matter how I searched, using variations such as 2 track, two track, two trak, dual track, two slot, etc., different versions of the same shelf standards would come up, but I could not relocate the proper brackets that I found the day before.

I decided to pay the extra money because they were the only site with 4' standards, and started to order the standards and brackets. Every time I tried to proceed to checkout, the shopping cart would reappear. I finally noticed it was automatcally changing the quantity of brackets from 70 to 16. I presumed this was because they only had 16 in stock at my "local" store, but there was no explanation of why the number kept changing. Well, 16 wasn't nearly enough, so I canceled that part of the order and just ordered the shelf standards. As I was checking out, I had a gift card I wanted to use, so entered the number in the proper place and because the cost exceeded the gift card amount, I also entered my credit card number. I noticed that my only option at this point was to "submit" order, and sure enough, when I did, the transaction was complete. The problem was that there was no invoice or order number or "receipt" provided, and the entire purchase price was billed to my credit card--nothing to the gift card. I was miffed and immediately sent an e-mail to "Customer Service" requesting that they rectify the mistake. No answer for 5 days, and then merely "sorry, rectify it at the store." Give them and F for customer service!

When I went to pick up my order (nearest store is 25 miles away), they first could not find it. I waited about 45 minutes until someone came with 6 of the 22 standards I ordered, but in 6 ft lengths, not the 4 foot ordered. Since their computer indicated they had 4' standards in stock, they did another search and I waited another 35 minutes, when the person looking came and told me they had none in stock. I then asked for a refund, which I got with no problem. The local store personnel were friendly and helpful but this experience soured me on Lowes and I will go elsewhere in the future (I found the correct standards at Home Depot at a lower price, though Home Depot's web site is next to worthless and I was trying to avoid driving all over the state). And I found the exact brackets that I at Ace Hardware online at a cheaper price and I got the order within three days!

Lowes needs to work on their website: take time to classify similar items with different "trade names" so that all can be found using the same search terms; allow for "backorder" when the nearest store does not have enough of an item one is ordering; have a final review screen on checkout like virtually all other sites so things like not crediting the gift card or coupon can be caught before submitting the order.


"

"Great, ordered a grill online on a saturday evening ( for a fantastic price) and picked it up on sunday as promised . This is the second large item I have bought at Lowes ( Carol Stream , IL.) and have always had friendly and efficient service ,"

"Lowes Installation Service has a VERY POOR and INNEFICIENT customer service.

Over three weeks ago, I paid $35.00 for a roofing estimate and got into all kinds of frustration with Lowes. First, the installer company took over 5 days to contact me to schedule a time for someone to come by. Second, the person never came on the scheduled time (I waited for him over an hour...) He came the next morning when there was no one at home. Then, I contacted Lowes, and they wanted me to go there and discuss the estimate with someone else, once they got the papers from the installer. How can I discuss an estimate without ever seen or talked to the person who came to do the estimate? The guy then came the next day ,and he was late! Luckily, I was still here and spoke to him. Then he told me his company was going to fax all the information over to Lowes, and I should call Lowes and go there to talk about it. I find it strange that I pay for the service and I am the one who have to call Lowes so many times... Yet, a week later I did. To add to my discontent, Lowes did not have the fax when I called one week later! What a bummer! The Lowes representative said she will call me back once she gets it. This is not the first time they said they would call me back, and in the previous times, they actually never did. I don't believe they will this time either...
I find it very strange that Lowes is charging $35.00 for such a bad service, while all of the other competitors do not charge anything. I've had three other estimates, and they had excellent customer service, but Lowes has been just a frustration. I do not want business with Lowes anymore.
The Lowes branch I've contact is in Elliot Rd and I-10 in Tempe, AZ."

"Placed two orders with store pick-up around 11am on Sunday. According to their store pick-up policy, if something is ordered before 2pm you can pick it up after two hours. I went to the store around 1:30pm and talked to someone in customer service. She looked at my order confirmation and seemed a little surprised to see an interent order. She then made the remark that my items needed to be pulled from the floor. I figured that by ordering on-line with store pick-up the order would be ready when I arrived. I then had to wait for almost an hour as they tried to find someoone in the different departments to pull my order.

Now there was one bright side to my experience. One item in particular was 4 packages of solar accent lights. When they were brought up, I noticed that one box was different from the rest. Checking it out, I found that the different box was an older version of same model, yet the older version was actually better (it had a lasted for 15 hrs compared to 10 hrs). When I brought that up to the customer service rep, she had them check for more boxes of the older version and found that I had bought the last four. Now for this I can't really blame Lowe's as the old and newer items came from the manufacturer with same item number (basically the manufacturer changed the specs on the item, but kept the same model number). At this point a manager came by and saw me standing around and asked if everything was fine. When I explained the situation to him, he made me an offer I did not expect. He told me to go to the lighting department and see what other light kits were there comparable to the ones I wanted. He would then sell me those kits for the price I paid for the "bad" ones. Now, that is the type of customer service I can respect.

Overall, my experience was so-so. They definitely need to work on having store pick-up orders ready for the when the customer comes in, but their customer service did everything they could to help me out."

"Ordered product, was told would be delivered in 2 weeks. After their constantly changing date, 4 weeks+ had passed and finally cancelled order. Unhelpful and lying does not even begin to cover them, and their comment forn on thier site that sends you an automatic message that someone will get with you within 24 hours is pure BS! "