Lowe's
Reviews and Complaints

We purchased $4000.00 worth of Georgia Pacific Lumber from July to September for a Deck project. My contractor used a laser level and installed all the lumber properly (this was not his first deck to build!) he knew what he was doing, at the half way point he realized the lumber was not uniform, one piece might be 7 1/2" wide and the next was 7 3/4" wide. Of course this made the finished product look bad. Lowes/Georgia Pacific came out took pictures and samples of the wood and said they would do what it took to make me happy. After 2 months of trying to talk to them, they lost the pic. and wood and now say My contractor is to blame. WHAT A CROCK OF! I am getting a lawyer! I will take the deck apart piece by piece and nail by nail to get my money back if necessary!

I purchased a Troy riding mower from Lowes for $1,065 on their 12 month no payment 0% down.
I would receive a monthly statement saying I owed $0, so I began ignoring the statements as only 7 months had passed. Well i started receiving phone calls from Lowes saying I was 2 months passed due. I called them back and of course spoke to a nice Indian guy at a call center in India... He told me to go down in person to the store to sort things out. At the store I was informed the GE money holds the credit accounts and to contact them. I was informed by GE money that I made addiotional purchases and this voided the 12 month deal.

This no so pleasant cutomer service rep informed me I made those purchases and I disputed the claim still wondering how after 7 months I was being chraged finances fees and late fees?!?!?!? I received notification from GE money showing a signature which was little more than a dash for the additional purchases, a signature which was not mine. I disputed the claim but all the while I was receiving approx. 12 phone calls to my cell phone a day and another 12 to my home phone number. THis went on for weeks with harassing calls and when I would pick up there was noone there just an automated message.

Anyway, Lowes and GE money have refused to work with me and BBB and comsumer affairs have offered little or no assisance. Basically my decision to purchase this product has ruined my previously perfect credit.

Avoid Lowes at all cost...

The good news: My Frigidaire sidebyside compressor failed one week before the warranty expired.

The bad news: Warranty service is in the hands of A & E Factory Service. I had to wait several days (called Monday morning - appointment was for Thursday 1-5p.m.) before a technician could come out & verify that the compressor was bad. He showed up about 4:30 p.m. & pronounced the compressor dead in less than 2 minutes. I had to take off an entire afternoon from work. The technician went on & on about how shoddy my refrigerator was & how most of the compressors used by Frigidaire don't last more than a year or two. He said they had installed 20+ Frigidaire compressors this week already. The technician said he would 'rush order' the compressor to arrive Monday and scheduled installation for Tuesday, 1-5 p.m. (another afternoon of my vacation time wasted). I asked the technician if I needed to call the [protected] number when the parts arrived & he said 'No, that is all tracked through the system'. When the parts didn't arrive Monday as scheduled, I called A & E Tuesday morning to inquire. The nice lady on the phone informed me that my parts hadn't been shipped yet according to her 'system' (one thing this company doesn't have is a 'system'). The parts finally showed up about 3:00 p.m. Tuesday, well within the 1-5 p.m. repair appointment. I immediately called A&E to make sure the repair would take place as scheduled now that the parts were here. The nice lady on the phone informed me that the appointment for which I had used 4 hours of my vacation time was only 'tentative' based on the parts arrival, which according to her 'system' had not shipped yet. I said the parts were here and it was between 1 & 5 p.m. & I expected a technician to keep the appointment. She said that was impossible but she would be happy to schedule another appointment between 8 am - 12 pm Saturday. I've already missed 8 hours work for this bunch, now I have to give up a Saturday as well. Worst of all, the intervening Thursday was Thanksgiving Day with lots of family coming home to grandma's, expecting the usual feast she prepares. We gave thanks all right, thanks that we don't own any other Frigidaire products, never will again either. When I found this website I was astonished at the number of websites dedicated to the poor service of A&E Factory service. As I was reading the litany of complaints, I notice one fellow whose repair was delayed an additional several days because the receiver/dryer didn't arrive with the compressor. When I called A&E to make sure the same thing didn't to me, the nice lady on the phone informed me that the dryer was a 'truck part', that is, the technician is expected to have the parts on his truck. I doubt seriously if the nice lady on the phone has any idea what a receiver/dryer is but, tomorrow is Saturday & even though I haven't gotten a confirmation call from A&E yet, I still have hopes of a working refrigerator before Christmas-or New Year's-Easter, maybe?

Tuesday, October 02, 2007

It all started on April 25, 2007 when we bought carpet from Lowes and the installers show up to install the carpet, they are will Helm's Flooring. There were 2 guys and neither could speak English and we tried to communicate to them because we had an emergency plumbing issue that morning and needed them NOT to install in the hallway until the plumber was finished. We ended up having to get on our computer and find an online translator so we could communicate with them.

After they left a few days go by and we start getting poked in the feet and cuts from the tact strip that they put down, we called Lowes who sends the same 2 guys back out and they hammer down the tact strips even more, til this day we still get poked in the feet in certain areas of the carpet.

Fast forward to August, we head up to Lowes to purchase new flooring for out kitchen. We speak with Brendon who is the sales guy, we explain to him what we need and we decide to purchase the floor explaining to him the head aches we had with the guys who did the carpet install and that we want different installers this time, he assures us it will be different people. So someone from Helm's Flooring comes out to measure the kitchen and we also explain to him the past carpet issues and that we wanted different installers this time and he assured us they didn't have anyone on their crew that didn't speak English and that we had no worries. A week or so later we get a phone call to schedule the install which is when we speak a woman from Lowes (not sure of her name) and she assures us it will be different installers as well. So 3 different people assured us it would be different installers.

So September 6th 2007 comes and the installers come to install the flooring and it's the SAME 2 installers that did the carpet! The come into the kitchen and one of them starts to bust up my old floor with a hammer, huge pieces were flying and the other guys says something to him and so he stops busting up the floor and starts to piece it back together like a puzzle (I have pictures and floor pieces saved). They then begin to lay down the sub floor and try to use staples which will not hold so they go get nails, they get that down then they put the Vinyl down the whole time we are trying to communicate with them about errors and they cannot understand us at all. They get done and we try to ask them questions and they cannot understand!

At this point I am angry because they could not understand us and because of all of the flaws that are in the floor, you can feel the sub floor popping up and down under foot, there are HUGE air pockets etc. I felt lied to about who the installers would be and so on. SO I call Lowes headquarters and complain. Lowes called to see how the install went..My husband answered the phone and told them that yes the floor was installed but he wants to know why we were lied too from 3 different people about who would install and that the floor was not done right...well the guy says he's gonna find out who dropped the ball on that and call us back tomorrow.

The Store manager called us and spoke with my husband and said the someone from the installation company would be out to examine the floor and then someone from the company would come look.

So the SAME 2 guys that installed the floor came out but they had someone who did speak English with them from Helm's Flooring (Chris) to examine the floor (who could not communicate with them either by the way), Chris tells us he'll give us $100.00 off the install because they only make $200.00 anyway.

We explain that is not acceptable because we want our floor done correctly, after spending $1,038 on the floor I would like it to last at least. SO he then says that they will have to replace the floor in order for it to be right and he'd call us that evening with an install date. That evening we get a phone call from Helm's who says that he is not going to replace the floor he's going to come out and take the left over scraps we have and cut pieces out of our floor and seam it together which I said I did not think was acceptable because I paid for a solid surface floor and if he pieces it together I might as well just bought pieces of peel and stick and put that down.

Lowes then calls us back (they never did send someone out from Lowes to examine the floor by the way) and says that they are going to replace the Vinyl. So they called us the last week of September and give us an install date of October 1st, 2007. October 1st, 2007 comes and the installers show up from Helm's Flooring Eddie and Darrell we believe and they look the floor over and start to put staples all over the floor then one of them says "I'm not gonna put this Vinyl down there is absolutely no way it's gonna go down and look okay, you'll have issues with it in a few weeks and it's still gonna have seams that are going to be very visible, I cannot put it down in good faith!" He stated that if we insisted he put it down he would be as he said it will not look okay.

SO I ask him if this kind of flooring isn't going to work in here then why I was not told that when I bought the floor and that I felt like they lied to me and he agrees and says they did lie to me and that the way he says "You know what? The way I see it Lowes owes you either your money back or a new kind of floor!" and then goes on to say he would recommend Laminate flooring because it is the only thing that will go down in the kitchen and look right and last. He then goes on to say that he is going to go back to Lowes and tell them they need to let us come back up there and pick out a Laminate and that Lowes should be the ones paying for the flooring upgrade because they owe us a decent floor. They leave and he says they will be calling us to let us know when to come pick out our flooring.

We then get a phone call that same evening October 1st from the store that says we can do the Laminate upgrade and it will cost us more but they will give us a 15% discount. OR they will come out and rip up the floor they installed, give us our money back and we can part ways?

This is rather upsetting to myself and my husband due to the fact that we would not be in this situation had someone come out to install the floor that knew what they were doing, and could have communicated with us to begin with. Here we are a almost a month after our floor was originally installed and we paid over $1,000 for a floor that isn't done correctly and we get a phone call saying we need to come up there and spend more money or let them rip out the floor and leave us with a horrible mess and go on their way! Pardon me for sounding irrational but I am certain had this been anyone else they would be just as disgusted.

Lowe's customer service desk in Burbank, California is terrible! The staff behind the counter need a thorough course in "Customer Service." While waiting in line at the customer service desk for 25 minutes, another mini line was started and now it was my turn to get some help from the customer service staff. But, hey... the clerk did not bother to ask for the next customer in line. Instead, the clerk took the customer who just walked in the line. As a result, everyone in line was disturbed by this.

This happens quite often at the customer service desk. Everyone at that customer service desk do not know how to handle a customer with politeness. Instead, after being helped, most clerks at the customer service desk don't smile and don't welcome you to their store or even thank you for shopping at their store. It's these kinds of staff that make customer service bad, and give the customer a second thought about not coming back to their store.

May 2006 I contracted with Lowes in Schenectady, New York for the install of 800 square feet of carpeting in my basement. The install also included to the top of the stairs but not the landing. There is a metal threshold at the top of the landing separating the carpet from the non carpet. I also ordered a commercial grade carpet thinking it would wear better since I have three young children.

They came to measure and install carpeting on schedule. A few months later after the May 15, 2006 install I noticed the seams getting frayed. It was looking worse and worse every week. I had no idea if this is normal or not since this was my first experience with wall to wall carpeting. I called Lowes and they said they would contact the installer to schedule an appointment to come take a look. I waited and after about one week I finally called back. They called the installer again and the installer did come out to take a look. He told me that the fraying was normal and that I should take a scissor every couple of weeks. He said it was repaired so I signed off on the work order. Then a few months later (still within the one year Lowes warranty) the fraying turned to massive amounts of pulling. There was huge gaps of carpeting missing and pulling out from the seams. I called them again and after repeatedly calling them finally got someone to come over. I also told them that the metal threshold at the top of the stairs was not attached to the floor and it was dangerous. The installer did a cob job repair job and tried to tell me that he couldn't attach the threshold. Again I naively signed the work order.

The seams on my carpeting just got worse and worse. The fraying continued and threads are coming out all over the place. The last straw was when I was vacuuming and going over an area that I didn't see any frayed carpet and the carpet proceeded to get sucked into my vacuum. My four year started screaming that something is on fire. It broke my vacuum's belt. I called Lowes immediately. It was August 2007. My one year warranty was expired but the install manager said he would come out and take a look since I had previously had a problem during the warranty.

He came took alot of notes. He agreed that something was wrong with the initial install or the carpeting or both. He said he would have another installer come out right away. He promised I would hear from him the next day. Well, Of course I never heard from him again.

After one week I called explained the situation to another person. I was told that my warranty was expired and there was nothing they were willing to do for me. Even though they had done a faulty install and a faulty repair they were not willing to do anything.

After much talking they said they would give me half my money back and If I want any money back I have to bring all 800 square feet of carpeting and padding to the store. How absurd. My husband and I are suing them in Small Claims Court for the full amount of our money plus damages to the vaccum cleaner. I am very disappointed in Lowes. I feel they are taking advantage of the consumer when they allow subcontractors to do temporary repairs then claim the warranty has expired. A repair should obviously be long term and it shouldn't matter that I signed the work order. Lowes should do the right thing.

I'd like to share with you an incident that has happened at my local Home Depot and the difference Lowes made for me. I have always been a loyal shopper of Home Depot and since I do not like change I was never planning on visiting any competitors.

Well Sunday, Aug 12 I decided to go to my local Home Depot to spend about $12,000.00 just on my kitchen. I also have other rooms to take care of but this was first. When I entered the kitchen design area I decided to look at all the selections they had and I liked a lot of them. When I passed the desks where they help you design your kitchen I noticed one associate helping a gentlemen and about two other associates towards the front of the kitchen area. I think the other associates were there for the washer/dryer section so I didn't bother them. Well ten minutes has now passed and after walking all through the department a few times I kept coming back to the desk where the associate was helping the customer. I know for a fact she saw me but was busy. I could sense they were finishing up and waited right there. When they were done she got up and walked right by me, I mean right in front of me! I figured she had to finish a transaction or something but instead she went to where the other two associates were and just started talking and relaxing with them.

I hovered right around her area and finally leaned against her desk. All of a sudden another associate named Corrie came around the corner and asked if there was anything I needed. I said "I would love it if someone helped me". She sat down at the desk and I asked her if she could help me since I didn't want the associate who just walked by me to help me. Corrie said she was in the middle of something but said "You should've said something?"

I didn't know as a customer I have certain rules to follow in your store. Why didn't she acknowledge my presence and then tell me she would be with me in a few? Nothing! Corrie kind of looked at me funny so I said could I please talk to the store manager. She told me he wasn't in.

I figured he wouldn't be, I mean it was Sunday. I said then get me someone else. Within 30 seconds two guys are standing there right in front of me. Asking me what the problem was and that I shouldn't be yelling. Now I'm pissed, you send two assistant managers who act like I am a hazard to the store, embarrassing me, and telling me I'm yelling. Not only was I not yelling, I didn't even talk loud. Come to find out my neighbors where there and when they passed by they saw the whole thing and later that evening asked why I was surrounded by these people.

Thanks a lot!

This assistant manager 'Steve' although he was professional could not understand what was wrong. When I told him what Corrie had done and how I felt he told me not to talk about her and that we can get you someone else to help you. I said this is not right that she just gives me a look like something is wrong and tells me I had screwed up on getting help. Steve says we'll talk to her privately and that I am not addressing him when talking about the problem. Are you guys hiring thugs for some made up security department? I really don't care what kind of story they give you because the bottom line is I had all the money to hand over to Home Depot, Corrie could not see why it was wrong for telling me, a customer that I didn't do my job by not saying anything.

The two Assistant Manager guys came to the conclusion that I should shop somewhere else instead of offering ways to resolve this issue or sorry this store could not satisfy you but flat out that I need to be spending my money somewhere else. Is this what you want?

I even told them that I don't want to go anywhere else and could they find me someone else. They said yes but the designer "Mark" was not in that day. Steve finally gave me the store manager's card and I left upset and confused.

I know this is not what Home Depot wants and the rest of the store has great people there. I like them and know some of them from experiences there. Now it seems this has to come to an end because you have one department and two commando style managers that think I'm out of control.

Now here's what happened when I left Home Depot.

I go to Lowes and walk to the kitchen department, there is one guy on the computer and another lady finishing something up. The lady stands up and says "Hello, I can help you in a just a minute. I'm just setting up an appointment." She proceeds to help me, sends me on my way with a ton of how-to books and examples and sets an appointment with me for Sat Aug 18. I walk out of the store and even the hot-dog lady told me to have a nice day. Do you know how good that felt?

I did call Home Depot customer care and they were very helpful and again I know this is not the stores way to treat someone, I'm not dumb. I just hope that someone tells Corrie that she should address things differently so she can grow to be the best associate for you. I tried to include Vinny the store manager in this email but his address is no good on his card.

Thank you,
Sal Warmann

I just came from Lowe's and am not very happy. I went for paint and plants. Seems when they ask you if you need help, you really are supposed to say no - I asked the girl in the paint section for help choosing a color from some of the samples and she told me I needed to take them home with me and decide - all the time complaining to a co-worker about her schedule. I made my decision by myself and as big of an inconvenience as it seemed to be to her, she mixed it for me. Still, complaining to her co-worker, she never said, "it will be a few minutes while I mix this, or "i will be glad to get this for you" or anything. Her co-worker brought it to me and was nice and did tell me thank you. I went on to the garden shop where found a yard cart thing I wanted but it was a little beat up and dirty and scratched some. I asked the man if maybe I could get a couple of dollars off because of that. I thought he was going to ask, but he never came back. I went on to the check out at the customer service desk. The girl at the register was talking on the phone and at the same time, talking to another co-worker about something she had found and didn't know whose it was - a purse or earrings or something. Anyway, I asked her between conversations if maybe she could see about getting the discount. She sort of rolled her eyes and called someone else on the phone. A man (Thomas) appeared who was also on the phone. She took the cart over to him (about 8 feet away) and said something to him, I couldn't hear. He never looked up at me, but shook his head indicating no discount. I would have thought he would have said "No, I'm sorry, but we can't ..." or something sort of nice. But he never even looked at me, never smiled, just shook his head and kept on talking on the phone. I did not buy the item. And I did tell the cashier that if he had been a little more pleasant with his denial that I would have bought the item. I did want it, but it was really dirty and bumped up. So I left with my $50 worth of other stuff and got into my car and thought about turning around and taking everything back and going to Home Depot. But, I didn't. I probably will next time. I am not the type person who demands people kiss my butt when I'm shopping, but good grief, they could pretend like they care if I'm pleased or not. I don't usually write letters either, but maybe if more people did, things would change - maybe. Anyway, I don't know who will ever read this letter or if anyone who reads it will care if my little feelings were hurt or not. I suppose I feel better just writing.

Thanks,
P.C. McMeans

I have noticed in the last few months that the Lowes in Bullhead City,AZ now has all former Home Depot employees. I used to enjoy shopping at that Lowes. It was great until I kept running into the old employees from Home Depot, from down the street. I quit shopping Home Depot because of there bad customer service and now those employees work at Lowes? I thought Lowes is supposed to be better than Home Depot, why hire there employees that give bad customer service? I might as well go back to shopping at Home Depot! Anyone else feel the same way?

On 5/6 I made the mistake of ordering Pella French doors from Lowes. 3 weeks later when the doors arrived the hardware (handles) were not included. In checking out the Lowes rep admitted he made a mistake on the order and the handles I ordered were not available. But there were not any handles included at all. Also the doors were not made correctly one was higher than the other. So the doors were reordered. 3 weeks later Lowes came out to install the doors. This time they did include handles which were to be brass. One was brass and one was silver. In addition, the dead bolt falls off in your hand every time you use it. On 7 9 Pella came out to but new handles on. They were the wrong handles. I called on 7 13 and was told that they were looking for instructions on how to install the handles. Today, 7 23 still waiting for handles. I have been told they are waiting to get them at the local Pella dealer and they could not be installed until 8 3. I will never again buy from Pella or Lowes. Their service is horrible. That is the nicest thing I can say.

I ordered a patio door from Lowe's at Woorbridge, VA. Paid $835.00 for the door and Lowe's installation. I told the clerk I wanted a good energy top of the line and I wanted the glass filled with argon gas. I wanted the brass handle. After 8 weeks (not 2 weeks what they said) the door was there and the 'professorial' was there too. Ripped (yes ripped) my old door away. and then he was put the door in. I ask about sealing and flashing etc on the door. He said the 'old stuff will work'. He said don't worry about. I've done more that a hundred of them. So, I just let him do his thing. That night it rained. Yep, it leaked big time. In the kitchen, down the basement. He had 'plugged' the rain vents with caulk. I un-plugged them after around a hour cleaning and around another hour finding the vents. After looking closer, the door frame is warped and the slider door will not close complete and won't seal. The molding inside was not complete caulking. I got the cert. for the door and say it's 'air filled' only. The handle is white plastic, not brass. The frame top and bottom is warped also. The door does not hit the bumpers, only it hits the frame. I have talking with three of there managers. I called NC twice. They said the dist. manager will call within 2 days. Right, called me another local manger. And, by the way, the $50 rebate bounced, said its not the door. The energy cert. will not work for the Fed. Tax credit. So, next step I'm filing a complaint with Fairfax County Consumer Protection.

I purchased countertops and had them installed from Lowe's of South Boston. It has been a complete disaster. The following is a sequence of events that took place.

Counter Tops

9 Feb 2007 Friday:
Ordered solid surface countertops and cabinet for kitchen island from Lowe's of South Boston. We specified that we wanted a solid surface countertop with no seams, bull nose edging, and easy to maintain that would not scratch... The salesperson Marybeth Chillemi insisted on the Formica Solid Surface. At this time, the countertop we picked was on a special promotion at $62.00 per sq foot reduced from the normal $72.00 per sq foot. I had taken a template of the existing cabinets and the new cabinet for the island came to 48.3 sq. ft. I would remove existing countertops and sink and install new sink when countertops were in place. It was set up for their contractor to come and make a template of the countertops on Mar 6, 2007 after I installed the new cabinet purchased from Lowe's. The new cabinet was to arrive by the end of the month to give me time to install prior to Lowe's contractor making the template.

1 Mar 2007 Thursday:

I received a call from the trucking company as to when I would be available for delivery. I told them I could be there the next day Friday 2 Mar 2007 for delivery. They said they only delivered in that area one day a week, which was on Thursdays and they would not be able to deliver until the following Thursday 8 Mar 2007. I contacted the installers to see if they could come and make the template the day after Friday 9 Mar 2007. They said they would have to reschedule and it would be delayed two weeks. I asked them if the measurements on the cabinet would be okay as it was and island. They said no that they had to make a template of the island or come back and there would be an extra charge. I told them not to reschedule as I would make arrangements to get the other cabinet there. I called the trucking company back and made arrangements for me to drive to Richmond and pick up the cabinets the next day. I was in Norfolk stationed at the Naval Base and I would take a day of vacation and pick them up and deliver to my home in Boydton Virginia. They said this would be okay. I picked the cabinets up on Friday and installed over the weekend and removed the existing countertops to be ready on Tuesday for the installer to make the template.

6 mar 2007 Tuesday:

A Mr. Rick Lucas with Five Star out of Salem Virginia the installer for Lowe's came to make the template on this morning. He did not make a template of the new cabinet, just took the measurements. He said they would not be able to install the countertops until 20 Mar 2007. This meant that I would be without the use of the cabinets and sink for (15) days. I told him I would not be able to be there on 20 Mar 2007 as I had to be at the Naval Hospital for pre-op for surgery that was scheduled later. My wife would be there.

8 Mar 2007 Thursday:

Marybeth Chillemi called and said there would be and additional charge of $135.00 that she left out of the contract and it would have to be paid before the countertops were installed or made. I explained to her that I had to drive to Richmond 120 miles away to pick up the island cabinets because Lowe's could not get them delivered on time to have the template made, to prevent another two week delay.

20 Mar 2007 Tuesday:

Five Star came and installed the countertops. My wife called me that night and said they installed the countertops, but there were some problems, that they had broken some supports on the cabinets and scratched the newly painted walls. They also corked the backsplash with corking that did not even match the countertops, The backsplash was to made as part of the countertop and not a separate piece, this was made very clear to Marybeth Chillemi the sales person at Lowe's as we did not want any seams and this was the whole purpose of getting new countertops. I told my wife I would look at them when I could get home and contact Lowe's.

30 Mar 2007 Friday:

I got home 30 Mar 2007 and checked the cabinets and installed the sink. While installing the sink, I found they had cut the opening for the sink to large and I had to build a frame inside the cabinet to support the sink and be able to fasten it in place.

2 Apr 2007 Monday:

I contacted Lowe's and explained the problems to them with the sink, the scratches on the wall that the wall had to be repainted, there were scratches in the countertop, one countertop was not square on the cabinet, the cabinets had to be repaired where they broke the supports and they did not cleanup their mess from installing the countertop. They said they would contact the installer and get back with me.

16 Apr 2007 Monday:

I contacted Lowe's again as they had not gotten back with me on the problems with the installation. They said they were waiting on word back from the installer.

26 Apr 2007 Thursday:

Called Lowe's again and spoke with Grant in install sales. He said he would send someone down on Saturday 28 Apr 2007 to check the cabinets when I could be there.

28 Apr 2007 Saturday:

Paige Fallen from install sales at Lowe's came to look at the countertops, she took some pictures and agreed that the workmanship was of poor quality.

1 May 2007 Tuesday:

Shannon from Five Star called to set up a time when they could come and look at the cabinets and he would bring James Koffman the sales rep for Five Star with him.

14 May 2007 Monday:

James Koffman called from Five Star and said they would be there to look at the countertops between 9:00 and 10:00 on Monday 21 May 2007 to check the countertops.

16 May 2007 Wednesday:

Called Lowe's and spoke with Shawn in install sales to let him know when Five Star reps would be there.

21 may 2007 Monday:

Shawn from Lowe's arrived at 09:30 and the reps from Five Star were an hour late arriving at 11:00. They inspected the countertops and said they would take care of the problem. Shawn from Lowe's insured that the problems would be taken care of as he had the power to make it happen and we would be totally satisfied. He said he would call us back on Tuesday 22 May 2007 to let us know what they were doing to resolve the issues.

22 May 2007 Tuesday:

Shawn did not call us as promised.

28 May 2007 Monday:

I went to Lowe's of South Boston to find out the status of the countertops as they failed to call and let us know. We talked with Shawn and he got a little huffy with us and said we were impatient ( I now question his professionalism ) We then went to the store manager Jeremy McNeil and explained what was going on and he said he was unaware of this problem and would call us the next day.

29 May 2007 Tuesday:

Jeremy McNeil store manager for Lowe's did not call as promised.

30 May 2007 Wednesday:

Shawn from Lowe's called and said they were still trying to get up with Five Star and would call on Friday 1 Jun 2007 with a definite answer and the solution.

4 Jun 2007 Monday:

Shawn from Lowe's called at 4:00 PM and said he had called Five Star 3 times with no results. He would call us back tomorrow 5 Jun 2007 Tuesday with a solution.

5 Jun 2007 Tuesday:

Shawn called at 12:00 noon to say the store manager Jeremy McNeil wanted to come and look at the countertops. They said they could be there between 3:00 and 4:00 o'clock. We said this would be okay. Jeremy the store manager said he would call us later in the week after he talked with Five Star and they decide who is going to pay for the damage, the replacement of the countertops and the fact that Lowe's did not order what we specified.

8 June 2007 Friday:

Jeremy Lowe's store manager called and said the owner of Five Star would come down and guarantee the work would be done correctly. Jeremy also said he would call us back on Monday or Tuesday 11 or 12 June to give us a date the work will be done.

13 Jun 2007 Wednesday:

We have not received a call from store manager Jeremy McNeil as promised.

14 Jun 2007 Thursday:

I called Lowe's Customer Care in North Wilksboro to inform them of the problem we were having with Lowe's of South Boston with the countertops and how dissatisfied we were with their service and the quality of work that was performed.

18 Jun 2007 Monday:

I still have not received any responses from Lowe's. I filed a claim with the Better Business Bureau today to try and get this resolved.

20 Jun 2007 Wednesday:

I still have not received any response from Lowe's as to the solution. I checked the contract and found that Lowe's also overcharge the price of the countertop. The price was $62.00 a sq ft for 48.3 sq ft. $2994.60, but instead charged $3824.12 plus taxes $79.17 per sq ft. With all the mistakes, workmanship and no professionalism Lowe's personnel have shown, I want the countertops removed, a refund of the product, pay for the repairs to cabinets and I will buy new countertops from another supplier.

20 Jun 2007 Wednesday:

Contacted Customer Care at North Wilksboro as a follow up on complaint of countertops. I spoke with Jennifer and also got the telephone number of the District Manager Fred Anthony in Roanoke Virginia. He was not in and they said they would leave him a message to call me at home or work.

We purchased a BBQ grill at Lowe's and they scheduled the delivery for yesterday morning. When it hadn't arrived by 2:00 pm, we called and were told it had been put on the 2:00 pm truck. When it hadn't arrived by 7:00 pm we called the store manager and were told it had been put on a later truck. When it didn't arrive by 10:00 pm we retired for the night. At 11:15 pm a truck drove up to our house, waking all of us, to deliver the grill. During the day, no one called to provide an update. Who delivers things at 11:15 at night? We won't be shopping at Lowe's again.

Over a year ago I joined the offer to receive a 25.00 gift card. However, even though I remained a member for like 6 months, I never did receive the card that I should have. I was supposed to receive a 25.00 Lowes card and also a 25.00 gas card neither of which I received.

Any help would be appreciated.

Don’t trust the commercial hype about how good their installs are. The installers look NOTHING like the one’s on TV. Sure price was great but then the install took place. Granted the buying process went ok, even though we waited for over a half hour for someone to enter our order at the store. No one knew how to enter a carpet install, seriously.

Basement Carpet Install:

To start, my wife took the day off for the installation. They told us the installer would be there between 8 and 9am. Then a call came that they were running behind. Next I get a call from my wife at 1pm they finally showed up. It turns out the carpet has a bad run, they can either keep laying it or pull off the job. I told them to go ahead and put it down, I would look at it later that night, needless to say it looked horrific. So we schedule new carpet install for a couple weeks later, with my wife being extremely upset because the carpet was supposed to be in before our wedding/gift opening, that didn’t happen.

2nd Try! The installers arrived early in the morning, in a beat up van with the carpet sticking out the back and grubby looking guys (I didn’t want to leave the house open, but didn’t have a choice). They pulled off the job early morning to finish another job in Kenosha then came back around 4pm, right during dinner! Wrapping up just before 7pm. Great Job….yeah right.

Word to the wise: Don’t sacrifice quality installation for a lower price. Never will we have a Big Box company do our installations.

Sincerely,
Jeff