Lowe's review: Amana washing machine model# NTW4519JW2 1

On Oct 11th, my 95-year-old mom purchased the product noted above. It was originally to be installed on Oct 13th. However, the installers did not install it and left the machine in her living room. She later called the store that same day to find out that the installers would not remove the sliding doors to put the washer in. I understand, but for the delivery/install people to just leave without an explanation is not acceptable. Also, why was this not explained prior to scheduling delivery/install? After the doors were removed the washer was installed on Oct 16th.

On Oct 18th, my mom ran her first load of sheets per the manufacturer’s cycle guide. During the rinse/spin cycles the washer vibrated and was very noisy. She stopped the cycle to check to see if the load was balanced, which it was. She called Lowes later that day and was told that they were unable to do anything since it was past the 48 hours for returns of major appliances. My mom recalls that the return policy was not mentioned to her at the time of purchase and the only info stapled to her receipt was Lowes purchase protection plans. Do you really expect someone, who does laundry maybe once to twice a week, to be able to determine defects of a major appliance in 48 hours?

On Oct 27th, I asked my mom to run a load of sheets; this would be the second load using this washer. Prior to running the load, I checked the feet to ensure they were firmly contacting the floor and the level of the washer; all was fine. We loaded six towels and proceeded with the cycle. Again, during the rinse/spin cycle the washer started vibrating. The cycle was stopped to check if the load was balanced (it was). When restarted the washer continued to vibrate noisily.

My husband and I have personally purchased several major appliances from Lowes, but after my mom’s experience that will change; I’m truly disappointed with the change in policy. Your salespeople should be providing a written copy of the policy with the customer’s receipt instead of stating on the receipt to go to the customer service desk. Also, there are still many older people who don’t use the internet to retrieve information such as a Return Policy.

I feel Lowes has failed my mom. Purchasing another washer may be her only recourse…, but not from Lowes.

I appreciate your feedback,

Robyn Robbins

email: [protected]@gmail.com