Lowe's Home Improvement

Robert Sinnock 5 months ago

Very negative experience! I received a Return Authorization from the manufacturer for a defective refrigerator which I had purchased from Lowes. I went into this store and was told by the Appliance Department Manager that it had to be an exchange for an equivalent refrigerator, but my existing refrigerator had to be picked up and returned first. This process was initiated. One week later my refrigerator was still not picked up. I returned to the store to see what the problem was. An assistant return department manager re-initiated the pickup and informed me that it did not have to be an exchange and I could receive a refund after the pickup. A week later still no pickup. I go back to the store and met with the Return Department Manager who initiated the pickup again and he told me explicitly that I would get a refund after it was picked up. Two days later it was picked up. I was told by the warehouse that picked it up that the refund was in process, but that it could take 3 to 10 days. After 10 days I called back to the warehouse to inquire about the refund and was informed that they couldn't do it, and I needed to go back to the store to get it handled. Since I had been assured multiple times that I would be getting a refund, in the interim I had gone ahead and purchased a replacement refrigerator from a Lowes competitor. When I contacted this Lowes store again about the refund I was informed by the Appliance Manager, Candy, that there could be no refund and it had to be an exchange. I explained that the Return Department Manager, and others, had overridden what she had originally told me and that I would get a refund. At this point the Return Department Manager, Jeff, refused to honor his assurance regarding the refund and deferred to the authority of the Appliance Department Manager. Since I had already purchased a replacement refrigerator this created quite a problem. I argued and asked to speak to the Store Manager but was informed he was on vacation. After a lot of discussion I finally gave up and accepted the reality of an exchange only which I ultimately ended up doing. How is the Customer to know which of the various employees putting out conflicting information is correct? I assumed that the Return Department Manager was a higher authority than the Appliance Department Manager, but boy was I wrong! This is a terrible way to treat customers. Candy, the Appliance Department Manager, claimed she was sorry about my problem, but tough luck! Beware, these employees don't care about the Customer.

Erin Handlin 3 months ago

Extremely Frustrating Delivery Experience with Lowe’s I have purchased and had large appliances delivered by Lowe’s in the past without any issues, which is why this experience was so disappointing. Lowe’s now outsources their appliance deliveries, and the crew that arrived spoke very little English, which made communication extremely difficult. They pulled up in front of my house to deliver a washer and dryer but immediately refused to complete the delivery because they said they couldn’t stop on the hill. I offered several reasonable solutions, including driving back around to park in a nearby flat area or parking at the bottom of the hill and carrying the appliances up. They refused to consider any alternatives and instead said they had to call their boss and reschedule the delivery. On top of that, Lowe’s provides a 12-hour delivery window (8am–8pm), so I had already spent the entire day waiting for this delivery. After the failed attempt, I called Lowe’s multiple times asking if the delivery could still be completed that day, but they would not accommodate it. I rescheduled the delivery for March 12, only to receive an email confirming the delivery for March 25 instead—which I won’t even be in town for. At this point, I have now gone two weeks without a washer and dryer, and my contractor is waiting on the appliances in order to finish my laundry room/closet. When I contacted customer service, I was told they have a 24-hour response time just to provide a resolution or even process a refund, which is incredibly frustrating given the situation. This entire experience has been poorly handled from start to finish. I expected better coordination and problem-solving from Lowe’s, especially after previously having positive delivery experiences.

Alex Nikolayevsky a month ago

I bought a Wagner paint sprayer. It’s defective. It kept tripping my outlet after a few minutes of working and then stopped working. I tried to return it and was denied because it was after 48 hours… I was encouraged to install a 20 amp outlet. So, you’re telling me when you sell me a defective product, the solution is for me to buy more things and maybe hire an electrician? K thanks. By the way, nothing indicated any requirements for the outlet.

Lisa Smith a month ago

Ghent in the Englewood CO Lowe’s is so awesome! The monthly kids workshop are so fun, well organized and our kids look forward to getting the goodies after building their kit (donuts, hot chocolate, spin wheel). Ghent make's the event very kid focused. We are looking forward to the pancakes breakfast in Aug! Thank you, Ghent!

Janaan Anderson 6 months ago

Candie is one of the managers who helped me with my Appliance order on the phone. When she had to get more information, she called me back. She was responsive, helpful, and took care of my issue. She is the best customer care person. Thank you so much for all your help. You saved me time and money! Much appreciated, Janaan.