Lowe's
Reviews and Complaints

I bought natural gas on demand water heater from Lowes. the heater has developed a water leak. I have been back to the store and the manager said I had to contact the maker of the water heater which is A.O. SMITH co. I have tried to contact them 4 times 1 time by email 3 times by phone and have left a message with my phone number but no response. this is a issue that I need resolved asap so I can use hot water for showers and other normal everyday activities. I cant leave it on due possibly causing structural damage to my home which would turn into a bigger case. Thank you.

We bought a washing machine yesterday and was advised it could be delivered today. We were not given a specific delivery time. Later last night we got a text that the washer would be delivered between 7 and 11 am. The delivery did not show up until 2:30 in the afternoon. There was no updates and no one to check status. When asked, the non-english person just said they were busy. I am in the process of updating my house and have $5000 with of appliances to buy. Lowes is no longer on my list of companies I will buy from. Terrible ex

Handy Customer Experience

To: Bob Rhea

Sun, Jan 1 at 6:15 AM

#- Please type your reply above this line -#

Your request ([protected]) has been updated. To add additional comments, reply to this email.

Julia (Handy Customer Experience)

Jan 1, 2023, 07:15 EST

Hi Bob,

We're sorry for the delay. We're receiving a high volume of emails recently, so we're not able to respond to you immediately.

As per process, we already refunded you the money. If your local Lowe's store charged your account, we suggest you to direct it through them. As we are just receiving work orders from them and we don't have any hold any information of your card nor payments her on Handy.

Additionally, we've taken note of your feedback and have submitted this to management for review. Your feedback helps us greatly as we strive to constantly improve the overall Handy experience, for customers and professionals alike.

Your business is important to us and we hope that you’ll give us a chance to better serve you in the future. Let us know if there’s anything else we can help with.

Best,

Julia

You can learn all about the changes Handy has made to help keep our community safe during the COVID-19 pandemic here.

January 1, 2023 at 07:15 EST

Bob Rhea

Dec 31, 2022, 16:09 EST

I was totally unsatisfied with "Handy Service". I sent an email describing this horrible experience.

You refunded the $153.00 for the service. Then, you charged it a second time. I guess you thought I'd forget about it and you'd charge again.

Please refund AGAIN.

Here's a recap of what I initially sent to Lowes & Handy Service:

A completely terrible service. First of all, the HANDY SERVICE sent two women that were not prepared nor were the licensed plumbers. I asked if they were licensed in the state of Florida. They told me no, but "we have a lot of experience". This is illegal in Florida. They had to make two trips to finds parts. A one hour job turned into 4 hours. They finally called their supervisor who showed up an hour later. The job was a total disaster... even the faucet handles were on backwards.

I notified Synchrony on November 5, 2022 about a service fee charged to me by Lowes for a kitchen range that I never received.

I was told that the fee would be removed and I requested that the account be closed. However, I am still being charged for this fee and the account is now labeled delinquent.

I am asking that you please notify me of the actions taken to rectify it.

Sincerely,

Catherine Passante

[protected]@gmail.com

1215 Fitzgerald Street

Philadelphia, PA 19148

I ordered a washer on December 5th and it does not fit in my space and asked to return it. I did not get any call back from Lowe's and had to call again and the customer care team said they do not have any record of return being processed and will process it soon. Again, I called and then they said they cannot return it now as return window is closed. Return window has not been closed because of my fault, it is the fault of customer service team who is providing evasive replies. Now I am stuck with this big washer at my small place. Kindly help me returning it. Order# is765276160

I rented a carpet shampooer from the Lynnwood, WA Lowes this morning and now the room/carpet smells like cigarettes - I don't smoke. I took a sniff of the shampooer up close and about gagged, it smells horrible. The room I ran the shampooer in now stinks. My carpet didn't stink like this before - I just wanted to freshen it up for the new year. Something is SERIOUSLY wrong at this location and the vendor they're using to clean the shampooers. The girl who rented the shampooer to me this morning told me this unit had just come back in cleaned from a professional. Apparently, their system is disorganized and not working. The units should be tagged CLEAN OR DIRTY by someone who can be trusted to tag them CLEAN OR DIRTY - and they should be tagged dirty after one use! not multiple customer uses.

I usually use the Mill Creek location as they always have clean units, but half of theirs have broken notes taped on them, or they are filthy as the vendor they used hasn't been cleaning them. I was forced to go to the Lynnwood location - and unfortunately my intuition was right, I should have never rented from them-

A good system needs to be implemented & enforced at these locations & who knows how many other locations. When a shampooer comes in after being used, it should be tagged as dirty so it's not accidentally rented out before being thoroughly cleaned by the vendor!

I attempted to return a defective Christmas tree bag, that I only knew was defective yesterday, 12-28-22, when I took down my tree. I went to store #2531 where I purchased it on 12-04-22, only to be told they could not take it back. They are not taking any Christmas items back.

I understand not taking back items just for the sake of taking them back, but I certainly do not understand taking back a defective item. The zipper on the bag was broken. It is not like I was purchasing holiday decorations, then returning them for a refund after the holiday. I certainly understand why you wouldn't do that, but that is not the case in this situation.

Not only did I have the product and the original packaging, but I also had my receipt.

If there is no recourse from this, that is fine; however, I will never purchase anything from Lowes including appliances, etc. I cannot believe the lack of customer service.

Thank you for your time,

Cindy Merritt

I am writing this letter today to bring attention to a recent issue I have ran into with Lowe’s delivery that needs immediate attention.

On Dec 3, 2022, I placed an order online for a microwave, gas stove and a gas hose. After I completed my order Lowe’s online offered a few selections for delivery date. I selected Dec 23rd because at the time I was scheduled to be off that day.

As we got closer to the date the weather was expected to drop below freezing temps starting the 23rd. Since we live in Houston, I was not sure if this would affect my delivery so I reached out through the online chat service, offered through the Lowe’s website to inquire if my delivery would be delayed due to the upcoming freezing weather. The online operator asked me for my order number and then came back and said my order looked good and would still be delivered as scheduled.

Due to the freeze, I got scheduled to show up to work on the 23rd so I had to ask my 75-year-old mother if she could come wait for the delivery. She agreed to go out during the freezing weather so someone could be at my home to receive the delivery.

The night before my delivery was supposed to arrive Lowe’s sent me a text message stating “Lowe’s Order Updates: Your order #* is arriving soon, December 23 from: 08:00AM-12:00PM. Click Loweshq.com/s/k5D2Fn3i for order details-Reply STOP to opt out.”

At 9:55AM on Dec 23, 2022 (Day of supposed delivery), Lowe’s called my phone. But I was at work and missed the original call. I called them back at 10:38AM. When I did, they notified me that I would not be getting my delivery because it was not in stock, and the manufacturer did not have any available yet so my order would have to be pushed back to mid-January.

Believing that my order was about to be delivered I had already pulled my stove and microwave out so the new stuff could be put in. It is unacceptable that I heard my order was going to be delayed for another month during the window that my delivery was supposed to be taking place but to hear it the day before Christmas Eve, when I had plans to cook for my family is out right ridiculous. Especially when I checked 3 days before the delivery to verify my order would be delivered AND when Lowe’s sent me a text the night before stating it would be delivered. I have all this documented and will be happy to send it to you if needed.

I hope Lowe’s can do something to make up for this tremendous error! I shop at Lowe’s often. Last year alone I spent over $2000.00 in my local Pearland store, this does not include this order which would bring my yearly total to over $4000.00. If something is not done to resolve this issue immediately, I will be cancelling this order and will no longer be shopping at any Lowe’s location.

I really hope Lowe’s upper management realizes the flaws in the current system and does the right thing to make up for this issue. Then puts something in place to prevent this kind of thing from happening again. According to the complaint group they had my order labeled as SOS meaning it was not available. However, it seems as if no one at Lowe’s understands the current system.

Update: I have spoken with the complaint department twice and both times upper management was supposed to call me back within 24/48 hours. I call the complaint department back asking why they had not returned my call the first time and was notified they needed to send the complaint to the delivery dept management so the call back time would start over. It has been 46 hours and still no call back. Clearly upper management solution is to just ignore the issue.

I purchased three appliances from the Ohio, Rocky River location, order # [protected], my telephone number, Joe Costanzo. My salesperson's name is Rich. I was scheduled delivery on 12/21/22, with a 1:30-5:30p window. I received a call on the day of delivery that the truck would be arriving in 15 min at 1p. The truck never arrived. I waited until 6p.

I tried to contact the driver who did not answer his phone. I contacted the Rocky River store who told me I did not buy the appliances from the Rocky River location, and that I need to contact the Bedford Heights location where the order was fulfilled. I called the Bedford Heights location and spoke to Mark. He explained that I needed to contact the delivery company to reschedule the delivery., [protected], [protected].

The delivery co. explained that "The delivery truck was too big and had to reschedule with a smaller truck." My delivery location is on a main road with easy access. The delivery co. said I would be contacted between 24-48 hours to reschedule delivery. I received a recorded message on 12/24/22 at 5pm stating delivery is scheduled for 12/26/22 at 4-8p. I am not available during that time period and need to reschedule to a delivery time that is convenient.

I attempted to call today 12/26/22 to reschedule delivery and there is no answer in the appliance dept. at the Bedford Heights location. I spoke to Kisha at Lowes customer service, [protected] and there is nothing she could do to resolve this issue. She explained, "The delivery was cancelled due to weather." It was not snowing on 12/21/22.

I have spoken to numerous people for the past five days at two Lowe's locations, and the appliance delivery co that Lowe's uses for delivery. I simply have not been able to reschedule for delivery. No one has any answers. Each location has transferred me to another location and back with no resolution. Your customer service is severely lacking.

I own several rental properties and have been a loyal customer to Lowe's since 2001. I am losing one month's rent due to no appliance delivery. Your Rocky River location could care less about the customer experience after purchase. I walked into that location and bought appliances there. A second store should not be involved. I should not have to deal with a store I didn't originally purchase from. Your outsourced delivery service does not care about Lowe's customer's experience and is of no assistance. They just explain the problem is with Lowe's. I could have purchased the same appliances from Home Depot for the same price. I will not be shopping for appliances with Lowe's in the future.

Thank You

Joe Costanzo

[protected]@gmail.com

I would like to get credit or my e card back of 584.00 for a washing machine no fix certificate this has been going from April 2022 , was told by the store manager (East Hanover,NJ ) that it was used by someone other than myself and had the name of the person and the product they bought with my personalized e card given to me in my personal e mail with a private pin so this was used i don't . Was told by the manager of the store to file a police report which i did, Now i was told by the police officer that thru the security at the store they told me that it was suspended, keep writing the emails No response, keep be told rthe matter will be taken care of in 24 hours that was the last responce , that was dec 10 2022 since then NOTHING

I am well within Texas Limitations to sue Lowes for breach of contract on my $11,500 new fence. I sent the CEO's assistant the contract which said 4 2 x 4's per each 8 foot section and pictures there are only 3. Mr. Ellison clearly cannot count the difference between 3 and 4.

He and his team do not act in good faith. How could such a black and white breach of contract and fraud claim be denied? People just give up.

IT WILL NOT DO YOU ANY GOOD, BUT YOU CAN EMAIL THE CEO AT marvin. [protected]@lowes.com

I am sorry it has come to the point of me posting his email. But it is time he feels the stress I am feeling as Lowes acts in bad faith at every turn.

I also contracted with them for blow in insulation to make my home more efficient. I have since learned neither Lowes nor the company they hired requested a permit as mandated by law. My city has verified this for Lowes.

The permit is important because when they are done they are to notify the city who then inspects for code violations. I think when I redid the new flexible PVC and electrical the company failed 4 inspections before the city would clear them. When you do not comply with a code violation you are sanctioned every day you fail to take action.

So I have company in July and someone tells me my kitchen ceiling is collapsing. The blow in company did not put the proper barrier around the drip pan thereby causing the insulation to mix with the water and turn the drain pipe into a big dam. The entire system was destroyed.

Before the AC company started the repairs Lowes refused to send an inspector of their choosing.

There are two many pictures and witnesses the protective wall was not installed.

It has been months and Lowes absolutely refuses to officer any settlement.

the goal is to wear me down. That will not happen. I hope by next week to have the lawsuit filed.

You are wasting your time by contacting the CEO, but I chose to give out his email so he can begin to know my stress.

Oh yea, the AC company did not get a permit. It took a lot of doing but the city finally inspected his work. But now they tell me they cannot take action because he never asked for the inspection.

The violations are endless. My homeowners policy does not cover damage caused by municipal code violations. So if the AC causes a fire I have no coverage.

The mortgage company and insurance company are looking for a solution.

This is the deal people. They wear you down until you give up.

If you shop at Lowes you get what you deserve.

My fence is falling down because they cannot calculate the difference between 3 and 4 2 x 4's. This is a black and white breach of contract and fraud, but they denied the claim anyway

Purchased a dishwasher for cash, order# [protected], and received a damaged product. Lowes representative I spoke with suggested a refund instead of returning product. I agreed only if, since I paid cash, the card can be used anywhere and not just at Lowes. Card I received can only be used at Lowes?

Since I had to wait for the card to arrive past the return time frame now I cannot return the dishwasher and I'm stuck with a card, representative said that I could use anywhere, I can only use at Lowes!

If I paid by credit card the refund would go back to original card used-So, since I paid cash why did I get a card I can only use at Lowes?

This has been a terrible experience for me especially this time of year when I could have used that refund on other things and not ONLY at Lowes!

Please, please help me!

Also, don't believe they gave me my military discount the sales representative at Lowes said that I would get.

Thought Lowes cared about their customers?

I placed an order for a GE Electric Range. The delivery date was the 16th of December. The stove arrived and had a four prong cord attached. Apparently that was my fault as I didn't realize I had a 3 prong outlet. The delivery people pointed out the problem so I called the Windham, Maine store and requested someone come out with a three prong plug and install it on the stove. My husban attempted to remove the cover on back of the stove but found the screws too tight to remove. It wasn't easy to get to the person who might be of some assistance. I was told someone would come out on the 18th or 19th. Two people arrived with the order that said nothing about bringing the 3 prong plug with them. I specifically asked for it to replace the four prong one. Sooo... three days later the stove is still sitting in the kitchen unhooked. I called again tonight and was told they are sending someone tomorrow to take care of the problem. We shall see if this problem finally gets solved. Never again with LOWES!

I purchased a stove and returned one. You delivery attempted to deliver my stove 2 times to my former boss' house. i have stayed on hold for hours at a time with no answer and or they pick up the phone and hang up. I finally got my stove delivered to my home. You delivery guys could not speak and understand english. They left my $2600 stove outside of my house on day that it may rain after I called this morning to give specific instructions that they did not follow through and they were suppose to pick the stove that I returned and they didnt. Your service is a complete mess. I would like to speak to Bryan Audiss so that I can explain how incompetent your employees are. My cell is [protected].

To whom it may concern,

My wife and I have been loyal customers of Lowe’s for 20+ years. We have bought all of our appliances from your company. I must bring to your attention my recent experience when making 3 orders totaling 8 items on-line/through the app. All of the issues have to do with the post-order, including communications, associates and 3rd party vendors. I would suspect that most will not want to read this entire complaint in full, however I implore you to have someone review this concern in its entirety and respond. I am not one to ever look for anything for free. After reviewing this concern, I would think you would agree that something should, and can be done to rectify and correct what can only be viewed as a sad-comical series of events. All times listed below are Eastern times, and all emails came from Lowe’s Home Improvement unless otherwise specified.

You will see there are 3 unique orders that we made, and I have referenced each as it applies to the information I am providing.

Saturday November 19th

My wife and I ordered 5 items totaling $3,663,68 (order #[protected]), inclusive of a $79 delivery charge. The estimated delivery date for all 5 items was Saturday, November 26th between 8AM and 8PM

Friday November 25th

I received an email for an Order Change to Order #[protected], changing the estimated delivery date to Wednesday, November 30th between 8AM and 8PM

Tuesday November 29th

I received an email for an Order Change to Order #[protected], changing the estimated delivery date to Sunday, December 4th between 8AM and 8PM

Saturday December 3rd

I received an email for an Order Change to Order #[protected], changing the estimated delivery date to Wednesday, December 7th between 8AM and 8PM

Sunday December 4th

I called the Lowe’s in Buford, Georgia Lowe’s store (the store that my on-line order defaulted too) about order #[protected] and spoke with a manager (I did not document the name). I explained that I have now had 3 delivery dates changed and I was now on my 4th scheduled date. I asked him why my order kept getting rescheduled. He apologized and said someone should have called me to explain the reason for the delay. One of the 5 items was not at the store; however, however he confirmed they now had it in stock, and it would be delivered on Wednesday December 7th. I asked if it could be delivered today (Sunday the 4th) and he said he could not make that change. He did however assure me that all 5 pieces it would be delivered between 8AM and noon on the 7th.

Monday December 5th

At approximately 8:30AM I called Lowes Finance and increased my credit from $1,500 to $6,000. We did this because we decided we wanted to purchase 2 appliances from Lowes. I received a confirmation text from Synchrony Bank at 8:39AM; “Your Lowe’s account was updated on 12/05/2022. Available credit: $6000.00. Credit line: $6000.00. Thanks!”

After receiving the text, I ordered on the Lowe’s app a 48” Thor range and the hardware needed for hookup. I received a confirmation email from Lowe’s at 8:46AM “Thanks for Your Order #[protected])” totaling $4,756.24. The estimated delivery date was Wednesday, December 7th (no time frame given).

At 6:43PM I received an email confirmation from Lowe’s, “Your Item(s) Are On the Way – Track Them Now #[protected]” with an estimated shipping date of Thursday December 15th for the range, and shipping detail for the hardware being shipped through FDXGND.

Tuesday December 6th

At 6:47PM I received an email from [protected]@lowes.com titles “Thanks For You , Order [protected]”. It stated, “You Item(s) Are Arriving Soon” Wed December 7th between 8AM – 12PM. All 5 items were listed.

Later that day we also ordered a wine fridge, order #[protected] at a cost of $1,117.13. At 6:47PM I received an email confirmation “Thanks for Your Order! #[protected]”.

Wednesday December 7th

At 6:01AM I received an email titled “Great News – Your Item(s) Have Been Delivered #[protected]. The content of the email indicated that 4 of the 5 ordered items had been delivered. I had not received the delivery.

I called the Buford Lowe’s store at 6:37AM (no answer), again at 6:42AM (I was put on hold for over 5 minutes before being disconnected), and finally I called back at 8:05AM where I was transferred to, and I spoke with the manager (did not note the name) that was overseeing the loading of the delivery vehicle. He apologized for the email, he said there was an issue with the system; when they entered the information that the order was being loaded into the delivery vehicle, it inadvertently sent out the delivery email. He told me that they were loading my order as we were speaking, and 4 out of the 5 items were being loaded to be delivered that morning, however they could not fit the 5th item. I explained my conversation with the manager the previous Sunday and how he guaranteed that I would get my full delivering on the 7th. He apologized and said he could have delivered on Saturday December 10th by flatbed. I reluctantly agreed and told him that this now would be the 5th scheduled delivery.

At 1:08PM I called the Buford Lowe’s store again because I had not received my delivery nor a call. The associate I spoke with (I did not get her name) told me that I would need to call the third-party delivery company to find out the status as they could provide me an update. I was given the name and number of the company (Spirit Logistics). I did not push it, but I would expect that someone from Lowe’s should have made this call to the delivery company to find out the status of my delivery and then followed up with me.

At 1:13PM I called Spirit Logistics, only to get disconnected almost immediately.

At 1:15PM I called Spirit Logistics again, this time I was able to reach someone (again I did not note their name). This person validated that my order was on the truck, however said I was the 14th delivery scheduled that day and would not receive my delivery until very late afternoon/early evening. He said he did not know why I received an email from Lowe’s stating a morning delivery. I asked if he could guarantee delivery today, and he said yes. He said the driver would call me when I was next on the delivery schedule.

At 4:36PM I received an email titled, "Your order # [protected] is on the way!", listing all 5 items from my original order.

Approximately 6 hours later, at 7:02PM I called Spirit Logistics as I had not received a call, nor have I received the delivery. I spoke with an agent (did not note their name). He looked up my order and said that he was not sure what was going on, and that he would reach out to his manager who was overseeing the route that was to deliver my items. He said he would call me back soon with an update (5-10 minutes) after he spoke to his manager. I never received a return call.

At 7:47PM I called Spirit Logistics back and got an automated message saying they were busy helping others and someone would be with me shortly. After about 9 minutes the message updated saying I was 2nd in line, then about a minute later I got an update saying I was next in line. I heard this message 3 times before I was disconnected (after waiting a total of 12 minutes).

At 7:59PM I called the Buford Lowe’s store. An associate answered and abruptly put me on hold (I had no opportunity to note her name). I was on hold for 5 minutes before I hung up because it was obvious no one was going to pick up the line.

At 8:04PM I called the store back, and a different associate answered (I did not note her name). I immediately asked her not to put me on hold, I was having a horrific experience trying to get my delivery and that I needed to speak to a manager. She politely said she had to put me on hold in order to find a manager. I asked her just not to forget me or disconnect me. Within 30 seconds she transferred to a manager, first name Allison. I explained my situation, and she said the best she could do is send Spirit Logistics an email as they close at 8PM, and we could deal with it in the morning. I said no. I asked her if she had my account open in front of her, and she said no. She then pulled up my account while I then gave her the long version of my experience that day. She could see that we had just under $10k worth of items ordered. I said I am on my 4th scheduled delivery, now with promises that were not being kept. I said that if I did not get the delivery tonight, I was cancelling all 3 orders which totaled 8 items and over $9,500 worth of purchases. I told her I know that she has the ability to reach someone at Spirit and considering all factors I asked that she make that call. She said that she would attempt to reach someone at Spirit, and she would call me back either way.

At 8:21PM she called me back and told me that I was 2 stops away from being delivered, and that the driver from Spirit would call me before they head over. I thanked her for her follow-up.

At 8:30PM I got a call from the Spirit driver (I did not catch his name) asking me, “Do you really want this delivery tonight?” I was a bit dumbfounded, but responded “Yes, I need the delivery tonight.” He said he was 50 minutes away. I asked him to drive safely.

At 9:30PM the driver arrived in a small box truck, not a delivery vehicle I would have expected to see for a route that had at least 14 scheduled deliveries. When the driver came out of the truck, he said “Lowe’s really f***** up your order. Your order was never loaded on my truck.” He then told me that he had just got home from work when Spirit called him telling him he had to come back in to make my delivery. He told me he lived in Kennesaw GA, had to driver to Duluth GA to get the truck and the items, then drive to my home in Cumming GA. Not knowing what to say, I simply thanked him for showing up and making the delivery. I don’t know why the stories I got from each person; delivery driver, the agent at Spirit and the Lowe’s manager all differed so greatly, but they simply do not align. Somewhere along the line something went seriously wrong.

At approximately 9:50PM I received an email titled, “Great News – Your Item(s) Have Been Delivered [protected].”

Thursday December 8th

At I received an email at 5:29AM “Delivery update order #[protected]” stating that order is scheduled to be delivered on December 8th.

I received another email at 10:39AM ET titled “Item(s) in Order #[protected] Have Been Canceled”. It said canceled for payment error. I never received a call indicating any payment issue. I sent an inquiry through the Lowe’s app asking someone to call me regarding the canceled order. It is now 11 days later I have not yet received any kind of response.

I received another email at 5:26PM titled, “It’s Time – Your Order Has Arrived”. This was a confirmation email for the package delivered by FedEx with the hardware for the range we ordered; the same range you all canceled on me hours before (I now have to make a trip to your store to return the items).

I also received a call from R&L Logistics to schedule my delivery of Order [protected] for Friday, December 16th between 8AM and 12PM.

Friday December 9th

I received an email from [protected]@lowes.com at 6:07PM titled “Thanks for Your Order [protected]”. Email contents indicated a delivery on Sat December 10th between 8AM and 12PM for the 5th item from our original order.

Saturday December 10th

I received an email at 6:21AM titled “Order Change to Order #[protected]”. The email indicated that my item was now being rescheduled for Wednesday December 14th.

I did not see/read the email until 9:25AM when my wife had asked if I had heard from the driver yet. I said no but I jokingly said, “let me check my email in case they sent me another order change”. I then saw the above-mentioned email. You can image our dismay.

At 9:28AM I called the Buford Georgia Lowe’s store and was put on hold for 6+ minutes. When I finally spoke to someone, I insisted on speaking with a manager regarding problems I am having getting my order delivered. The associate told me the manager was in a meeting, but she would have her call me back when she is free.

At 9:47AM I had an incoming call from the Buford Lowe’s store, but there was no one on the line and the call disconnected in 24 seconds.

At 9:48AM the Lowe’s store called me back. I spoke with a manager named Amber. I explained our situation and the issues with getting the delivery. She said she did not know why they couldn’t get it out for delivery, but she would look into it. She said she "had eyes" on the piece we had ordered as we spoke. I insisted to her that it be delivered today. She said she could not guarantee that since the truck had already left. I told her my long story over the pains of getting this delivery, and that today was the 5th scheduled date, and I would not accept a 6th. I told her that I know she had “options” and if she wanted to have any attempt at service recovery, she would find a way to get his delivered to us today.

At 10:15AM I received an email titled “Order Change to Order #[protected]”. The email now indicated that my item had an estimated delivery date of Saturday, December 10th between 8AM and 8PM.

At 10:23AM Amber called me back, telling me she did not forget about me, and that she was working on getting the order delivered to me. I thank her for her efforts, but did ask what would happen if they could not deliver it today? She said she did not know.

At 12:59PM Amber called me and told me that a manager at the store would be delivering my item in a Lowe’s van. She said they were having trouble finding a person to ride with him to help delivery and she asked me if I would be able to help him unload it. She said it weighed 150 lbs. I did not respond immediately, very surprised about her question. I then asked her “how much did you say it weighed”? She then said, "No it weighs 250 lbs.". I told her that he would need to get a second person to help unload it. I do not find it appropriate to ask a customer, who paid for a delivery, to help unload any item from your delivery vehicles.

At 2:35PM I got a call from the driver, who told me he was 40 minutes out. He did arrive 45 minutes after the call and delivered the 5th and final item from my order.

Sunday December 11th

I received an email at 10:47AM titled, ““Great News – Your Item(s) Have Been Delivered [protected].”

Tuesday December 13th

I received an email at 12:09PM titled “How was your experience with Lowe’s”, asking me to take a survey. I have not yet taken the survey.

Wednesday December 14th

I received an email at 4:49PM titled “Review Your Recent Purchase – Order #[protected]”.

Friday December 15th

At 11:14AM I received a call from the R&L Driver indicating he was 11 minutes out.

At 11:25AM he delivered our order #[protected].

I received an email at 11:45AM “Its Time – Your Order Has Arrived!” The contents of this email validated that my order #[protected] was delivered.

Saturday December 17th

At 12:17PM I received an email "Reminder: How was your experience with Lowe’s?". I did not respond to the request.

These are the emails I got regarding my orders. This does not include the dozens of emails I got soliciting warranties, or advertising Lowe's deals, etc... all which I am good with as I have opted in.

The only service that I received that was good, it was actually exceptional, was from R&L carriers. They were timely and held to their commit delivery dates/times. The driver was very polite at delivery.

Everyone that I spoke with at both Lowe’s and Spirit Logistics were also very polite. However, I did not get the expected customer service.

Although delays and exceptions can be expected with any type of service, what we experienced is simply unacceptable.

The managers at Lowe's should not guarantee something if they cannot deliver. Managers should not tell a customer that they cannot make a delivery the scheduled delivery day because an item won’t fit on the truck. Managers should not tell a customer we will deal with it tomorrow. Managers should not ask a customer if they can help unload a delivery. The customer should not have to insist to the managers to have a delivery made on the scheduled day (or 4th, 5th or 6th scheduled date). Lowe’s logistical or staffing issues should not become the customers problem. I shouldn’t be put on hold only to get disconnected or ignored on several occasions.

You all can handle Spirit Logistics as you see fit, it’s your 3rd party vendor and I can tell you that they are not committed to customer service. I do ask that the driver not be disciplined in any way.

I patiently await your response.

I ordered a washing machine on line #[protected] and received a installation date of December 17, 2022. I was contacted by the store stating that the installation time would be between 8 am to 8pm. At 6 pm I called to make sure they were coming and was told at that time my installation was for December 23.

I did not receive a phone call or email saying they had changed to date.

This made me quite angry, so the next day I cancelled my order and brought a washer from another store. Your delivery service and customer service is severely lacking and though losing my business will not make or break you I intend to tell everyone I know how I was treated.

Marilyn Howell

[protected]

I ordered a wall oven on behalf of my elderly father, I went on-line and purchased this from Lowe's website. I ordered the 24-in Convection Single Electric Wall Oven (Black) Model #: EMP-24WOC17, on Dec. the 6th, it did arrive just a few days later. However, when it was delivered by FedEx, I did recognize that there was a hole on the side of the box. My father's old Kenmore oven worked but the bake element, that was a replacement, did not fit and was expanding. So it was removed, not to be used again, so that the wall cut-out could be adjusted for the new oven. Unboxing the new Lowe's purchased oven my father called me to tell me that the new oven could not be put in because apparently a forklift fork had goin through the box and the oven. What angered me was that it was the last one Lowe's had, it was delivered unusable, and customer services asked me if I wanted to return it. We took it back to Lowe's for the refund. My father had the option to pick it up, when we ordered, but it was a faster delivery time with having it delivered.

Purchased dishwasher from deptford lowe's after bringing into house and pulling out of box discovered that entire unit was dented in and damaged, then had to drive to mantua lowes as there was no more stock at deptford - then repurchased took item home and checked back of unit careful fully hooked up then discovered extensive damage to top of unit - management at mantua lowes did not care and feel any responsibility just proceeded to try to upsell more expensive dishwasher - when issue was not unit but with handling done by lowes staff - will never purchase anything from a lowes store again - the fact that they did not care at all that a days work was lost and entire days time. Please think before giving them your hard-earned money. Store employees tried to blame maytag for damage but it was clear that employees are sticking damaged items into non damaged boxes - the odds are impossible that I would receive to damaged dishwashers in same day from 2 different stores both being their last one in stock! I will be contacting maytag also and letting them know that there distributor (lowes) is doing this to their products!

Rygina Hambleton purchased two (2) $200 gift cards from the Alexandria, Va Lowes on 9/26/22 for a total of $400. The cashier allegedly was having difficulty activating the cards (supposedly) and sent her back to the kiosk to retrieve other cards. The cards that were activated were: [protected] and

[protected]. She paid, left the store and sent them as a gift to me. I attempted to them at the Morehead City, NC store and when I attempted to use one of them the amount validated that the card had $0 value. I used the second card and it had a correct value of $200. The $200 card's number was:

[protected]. The first card that had $0 value was

[protected]. That was not the card that was activated when she bought both cards together 0n 9/26/22. She was swindled out of $200 clear and simple. Follow the card with number [protected] and that will lead you to the crook, who I believe pulled a card switch on Rygina. If this is not resolved, we will be filing complaints with the Consumer Protection Agency, the FTC, and the Better Business Bureau as well as any and all other entities as we see fit including social media. I have worked with online Messenger to no avail that is why this needs to be escalated.

Lawrence Hajduk

119 Greyson Lane

Newport, NC 28570

Email: [protected]@msn.com

Phone: [protected]

Cell: [protected]