ComplaintsforLowe's Home Centers, Inc.

Home Improvement

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Initial Complaint
12/02/2021
Complaint Type:
Problems with Product/Service
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased a refrigerator from Lowes in ********, ** and also purchased the extended warranty for an additional cost. Our refrigerator has broken 4 times (6/2020, 3/2021, 4/2021, 11/2021) and Lowes will no longer honor our warranty. My wife has spoken to several different representatives from various different customer service departments with conflicting answers and stories from each. We had a service scheduled for today (12/2/21). The technician contacted us saying Lowes would not be paying for the service call and we would need to cover it. Lowes is the one who scheduled the service appointment. Now I have taken a day off work costing me a day of my wages only to find out nobody will be coming to service my refrigerator. Supposedly our extended warranty expired in January of 2021 even though they used our warranty to fix the refrigerator in March of 2021. We asked them to just replace the refrigerator after the 3rd time it broke as it was costing us a substantial amount of money every time it broke due to food spoilage, but they said it had to break 4 times before they would replace it. Now it is the 4th time and now our warranty is expired.
Business response
12/03/2021
12/03/2021

Better Business Bureau of Southern Piedmont and Western *************************************************************************

Name: *****************************
RE: Case #: 16200386

Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12/03/2021 correspondence regarding a complaint that has been filed by *****************************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ***************************** to address their concern.

Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
Chalina M
Lowes Executive Customer Relations
**************
Initial Complaint
12/02/2021
Complaint Type:
Problems with Product/Service
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On November 3, 2021 I made an online purchase for Kitchen cabinets totaling $5,414.32. (Order # *********) When shipping company delivered the items they stated that one item (Pantry) Item number ******* was damaged and would not deliver it. I never received the item and I was being emailed requesting photos of the damaged item which I never physically received. I purchased another Pantry at the Lowes in ******* ** to replace the original one on my order and spoke with someone over the phone on November 24th who stated they were going to expedite my refund for *******************. I never heard back from anyone and 8 days later I call in to customer service and they are telling me I now have to wait another ***** days for a refund. Lowes now has gotten paid 2 times for only 1 item I have. They are giving me the run around and I dont feel confident I will get my refund. Very unhappy and will escalate further if I dont receive my refund in the next week or so.
Business response
12/03/2021
12/03/2021

Better Business Bureau of Southern Piedmont and Western *************************************************************************

Name: *****************************
RE: Case #: 16200022

Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12/03/2021 correspondence regarding a complaint that has been filed by *****************************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ***************************** to address their concern.

Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
******** F
Lowes Executive Customer Relations
**************
Initial Complaint
12/02/2021
Complaint Type:
Problems with Product/Service
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a Pergo floor installed by Lowes in Stony ****** This floor was replacing a floor that was installed by the same Lowes store about 6 years ago. The floor was measured by a Lowes contractor, and paid for then delivered to my residence. When the installers came today to install the floor, before removing the old floor the told me that the floor was uneven and needed to be leveled before they could install the floor. I told them that Lowes had leveled the floor when they installed the first floor, well it turned out that the 1st time Lowes leveled the floor they did a very poor job, and the only way to move forward was to relevel the floor. I called Lowes and they told me that they contracted that out and no longer used that company (Gemini Flooring) and my only option was to pay $1200.00 more for the floor to be leveled again. It seems quite the scam they have going on at Lowes, once they start a job it can cost thousands more than originally quoted. I would like some help with this store Thanks in advance
Business response
12/03/2021
12/03/2021

Better Business Bureau of Southern Piedmont and Western *************************************************************************

Name: ***********************************
RE: Case #: 16199798

Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12/03/2021 correspondence regarding a complaint that has been filed by ***********************************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *********************************** to address their concern.

Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
*** N
Lowes Executive Customer Relations
**************
Initial Complaint
12/02/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a deck from Lowes in March of 2021. From the conception of the purchase, I have received nothing but bad customer service. The company this project was assigned to, came out, dug three holes, removed my old porch and boarded up my back door. This happened in August. Boarding up my back door presents a fire hazard. Between March and August, there was no activity on getting this deck installed. No one would return phones calls or make any attempt to resolve the issue. Lowes delivered product to my home, only to find out it was the wrong product . That product sat at my house for months before anyone came to retrieve it. I went to the store on Narragansett and i ,was treated with total disrespect by two associates , ***** and ***. Product was again delivered to my house about three weeks ago with no set date for installation . Now Im being told that product should not have been delivered because there is no install date . Im tired of making phone calls and Im tired of getting the run around. Ive been waiting on this deck for almost a year. It was my hope to have some summer enjoyment with the deck. I dont know what to do in order to have this resolved.
Business response
12/03/2021
12/03/2021

Better Business Bureau of Southern Piedmont and Western *************************************************************************

Name: *******************************
RE: Case #: 16199777

Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12/03/2021 correspondence regarding a complaint that has been filed by *******************************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ******************************* to address their concern.

Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
**** T
Lowes Executive Customer Relations
**************
Initial Complaint
12/02/2021
Complaint Type:
Problems with Product/Service
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a gas range from Lowes in ********* **. The range was delivered and installed by XPO, the subcontractor for Lowes. After the installation I was periodically smelling gas and called the store. I was told by the Lowes appliance associate to immediately hang up and call my gas provider. I called PSE&G and a technician was at my home within an hour. Upon inspecting my stove it was found that the fitting connected to the stove had no teflon tape or pipe dope applied to it and was leaking. This was why I had been smelling gas for approximately 3 weeks. I have photos and video of the bubbling at the connection site. The PSE&G technician corrected the problem and I was charged $200 for the service call. I should be reimbursed for this unnecessary expense as it was done incorrectly the first time. I have tried countless times to contact someone at the store level, corporate level for both Lowes and XPO to no avail.
Business response
12/03/2021
12/03/2021

Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************

Name: ***********************
RE: Case #: 16199268

Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12/03/2021 correspondence regarding a complaint that has been filed by ***********************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *********************** to address their concern.

Lowes appreciates the opportunity to address this matter.Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
**************
Lowes Executive Customer Relations
**************
Initial Complaint
12/02/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered $700.47 worth of supplies from lowes on 25 October 2021. Some items were delivered by carrier; large items to be delivered 5 November 2021. Carrier order arrived as expected. Incomplete large items portion delivered a week late on 12 November 2021. Contacted lowes on 13 November; was promised redelivery. Multiple emails and use of online chat function since have resulted in promises but not complete delivery. Last heard from lowes a week ago but my reply emails remain unanswered.
Business response
12/03/2021
12/03/2021

Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************

Name: *************************
RE: Case #: 16198429

Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12/03/2021 correspondence regarding a complaint that has been filed by *************************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ************************* to address their concern.

Lowes appreciates the opportunity to address this matter.Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
******************
Lowes Executive Customer Relations
**************
Initial Complaint
12/02/2021
Complaint Type:
Problems with Product/Service
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
l went to lowes today to pick up cabinets on hold that were $13.00 on the website. When you click on the item it said $74 so l called Lowes in ************ **, gave the item number and they said they did not have anymore but on the site it said they had 3. They confirmed the item was on clearance. I then called another Lowes location, was told there were 2. i asked if they would put them on hold and l would pick them up. They asked if it would be tonight and l did not feel well due to anxiety issues so l said if not tonight then tomorrow morning. l then gave him my name and he said they would be upfront with my name on them for when l came in. i decided to go tonight and when i got there and explained the situation to the manager he said there was actually 4. l explained to the manager the situation and he did not care. Refused to give me the items at that price. l then shopped in the store for about 2 hours picking things out. There was a clearance item i wanted, was a larger item and it would not fit in my car. l asked if i could pick it up in the morning and they told me no. l then said ok Ill pay for the item and pick it up tomorrow and the other items i had l would take. l reached in my purse to grab my wallet and had realized l left it home. l asked if they would hold them for me overnight until 6 am and again was told no. Not only did they embarrass me now Im mad because l spent two hours in the store shopping for nothing but for someone to be rude and inconsiderate. i was extremely embarrassed from his reaction. And to top that off, l was told they would hold the cabinets that were supposed to be $13 on clearance until tomorrow so l could call lowes and speak to corporate. As l was walking up to the line to cash out, they were putting my items back. l said those are my items that are being held because of a pricing issue and they said no name was left on them that they were just sitting up front behind the registers. Ridiculous.
Business response
12/03/2021
12/03/2021

Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************

Name: *********************************
RE: Case #: 16198292

Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12/03/2021 correspondence regarding a complaint that has been filed by *********************************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ********************************* to address their concern.

Lowes appreciates the opportunity to address this matter.Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
************
Lowes Executive Customer Relations
**************
Initial Complaint
12/02/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
@Lowes I have ordered windows from lowes and its been 8 months I didnt received my complete order yet. No invoice was given to me by the lowes associate for a purchase of 8k. Also one of my window was missing until now. I did so multiple visits to lowes with no luck. After frequent visits they reordered my one window again with a wrong measurements. 2 times same mistake is being repeated Because of it my exterior painting project got delayed, wasting time and money on this purchase. It was really a bad experience I had with lowes for my windows purchase and installation. Pls take a look and help.
Business response
12/03/2021
12/03/2021

Better Business Bureau of Southern Piedmont and Western *****************************************************************************************************************************

Name: ***********************
RE: Case #: 16198192

Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12/03/2021 correspondence regarding a complaint that has been filed by ***********************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *********************** to address their concern.

Lowes appreciates the opportunity to address this matter.Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
Jamurral C.
Lowes Executive Customer Relations
**************
Initial Complaint
12/02/2021
Complaint Type:
Problems with Product/Service
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
SS Refrigerator with 5 year extended warranty Purchased October 1, 2020. Had to be unplugged to retrieve airpods from underneath. After plugging back in, shortly thereafter the fridge and freezer stopped working and it started making a strange noise. My husband checked it out and said that the compressor went out. We have a video with the noise. Contacted Lowe's September 30, 2021 to ask them to help me locate my receipt. It was emailed to me. I opened a claim online but received notification that I cannot do that for an actual repair. I opened claim over the phone with Lowes. They assigned a 1 star rated ****************** They went out on Oct. 5th and told our tenant that they wouldn't disclose that the airpods fell under the fridge since that *** make them not fix the fridge... ????? I was on the phone with Lowes on the 5th. Then I called back on October 19th and was advised that the appliance company reported back to Lowe's on Oct. 6th that the compressor needed replacing. Oct. 8th supposedly it was approved by Lowe's. I was told we had to keep waiting because they have 45 days to determine if the part will arrive in an acceptable time frame. If not, it would be replaced. The rep at the time put me on hold to make a call to the ****************** I phoned Nov. 3rd and was told they denied the claim because the ***************** supposedly stated that we went to the fridge and poured water over the outlet. Who would do such a thing??? The outlet works. No water source nearby. We had to buy another fridge that is plugged into that same outlet. Today I went to the store in ************ **. They asked me to call claims again since this must be a mistake. I escalated and ******* (sp) said that we water-damaged the compressor. Lowe's Claims is unwilling to repair or replace. At this point only replacement for a new fridge or reimbursement of the money we paid for fridge plus warranty are acceptable to us.
Business response
12/03/2021
Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12-03-2021 correspondence regarding a complaint that has been filed by *************************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ************************* to address their concern.

Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
************
Executive Customer Relations
***************** us why here...
Initial Complaint
12/02/2021
Complaint Type:
Problems with Product/Service
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On or about July of 2021, I began contacting the Lowes on *********************** in ***********, ** to get the Lowes flooring repaired in our kitchen. After speaking with NUMEROUS people, being on hold for HOURS if not DAYS, and receiving MULTIPLE broken promises of a simple phone call, I am NO FURTHER along in the repair of our flooring than I was when I made my initial call in July of 2021??!!!.......UNACCEPTABLE!!!!!I'm requesting the BBB's assistance in getting Lowes to repair our kitchen floor! THANK YOU in advance for your help in this matter!!
Business response
12/03/2021
Dear *********************************:

Thank you for giving Lowe's an opportunity to respond to your letter.

I am in receipt of your 12-03-2021 correspondence regarding a complaint that has been filed by ***************************.

Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *************************** to address their concern.

Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.

Sincerely,
*************.
Executive Customer Relations
*************

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