Lowe's review: Refrigerator delivery

I purchased a new KitchenAid refrigerator from Lowe's in Muskogee, Oklahoma on 9-13-2023. The refrigerator was not in stock, so I had to wait on delivery. I specifically requested a three or four person moving - installation crew because the refrigerator is heavy and the house was built in 1906 and is a specially registered National Historic site, City Historical site, and a Historic Neighborhood. Also, the old house has numerous 1906 steps and doors. Lowe's was specifically told not to use a dolly, but use multiple people carrying the refrigerator on safety straps and that certain doors would have to be removed from their hinges to fit the refrigerator.

The refrigerator was delivered by Lowe's, with a Lowe's truck, by two people wearing Lowe's branded shirts on 10-3-2023. Only two people showed up and they had the refrigerator on a dolley. I told them NO and to stop while I called Lowe's. They apparently got the refrigerator to the backdoor and were attempting to push it through the 118 year old glass door. I told them to stop and that the door must be removed from its hinges for the refrigerator to fit and I would get my tools. Upon returning from my vehicle with the tools, I found the glass broken, the tile steps cracked and broken, and the delivery guys cussing. They said they could not enter that way. I took the broken door off its hinges, the refrigerator fit.

Now for the rear inner door. It is also 118 years old and a split "farm door". I said that the door had to be removed in two separate pieces and required special tools that I had in my JEEP. Upon returning, I found the refrigerator on the ground and the antique door chipped and split.

Next phase. Lowe's decides to use front door. Lowe's moves refrigerator to front limestone steps of house. I inform them that plywood must be used to protect the steps. I go get plywood from another house of mine down the street. Upon returning, I find the refrigerator on the ground, dented and door hinges bent. The ancient limestone step under the fallen refrigerator is chipped and cracked, big chip, 2.5"wide. I was told that the refrigerator cannot fit through the front door and the side door was opened. Lowe's broke hinge and stopper on side door. I call my homeowner's insurance.

Next phase. Homeowner's Insurance tells me to instruct Lowe's to leave. They will not. Lowe's pushes refrigerator through side door and rolls refrigerator over freshly refinished oak floors. Scratches floors in living room, dining room, entrance to grand staircase. I ask Lowe's to please leave. Lowe's insists on moving refrigerator into kitchen. I tell them that the kitchen door must be removed to fit (as previous refrigerator required). I stand in kitchen entrance, they pus me out of the way and refrigerator hits 118 year old oak brass door. Door is cracked and big chunk is knocked out of walnut inlay on door. Door frames are scratched and dented. Refrigerator is now in kitchen. I tell Lowe's to leave or I will call the Police. Lowe's leaves.

Refrigerator front door hinges are bent, compressor housing is bent, water inlet is bent and split. Freezer door has fallen off of unit. Refrigerator stainless steel is scratched and dented, front, side, and rear.

I call Lowe's customer service, told to call refrigerator manufacturer. Schedule appointment, no show. Schedule another appointment with Lowe's contractor, no show. Call Synchrony Bank c/o Lowe's, file claim, no response to date. I go to Lowe's store twice, told to call"corporate", no resolution. Its time to call my lawyer!