Lowe's

Summary: We ordered new kitchen cabinets for a total kitchen remodel through Lowe's kitchen design center on 2/23/2021. It has been 4 months since the initial delivery date, and due to repeated order and quality errors (not damage due to shipment), we have not been able to build our kitchen! One of the reasons we selected Lowe's was because we were able to finance the project with no interest for 12 months. This means that our family has had no kitchen for 4 months, we had to see our contractor go, and we have lost 4 months of the no-interest period without enjoying the product. (we have 18 pictures and 77 emails available upon request since there are size restrictions on this site)

Detailed timeline:

- 2/23/2021: We completed the kitchen design and ordered all kitchen cabinets, hardware appliances. The estimated delivery date of cabinets was 4/15/2021.
- 4/15/2021: Most cabinet doors and drawer front pieces were defective (the paint was textured showing small particles distributed all over the surface) and half of the island cabinets were the wrong color. None of these issues were related to unforeseen situations during shipping and handling, but quality control and ordering errors.
- 4/23/2021: We emailed Lowe's Cabinet Specialist and she stated that she would reorder and expedite all needed items. We sent pictures (~1 week from the initial delivery date).
- 4/28/2021: Lowe's Cabinet Specialist shared the contact info of the Cabinet Works Account Manager for Lowe's (Kraftmaid). Both acknowledged their company's responsibility for the ordering and quality issues. (~2 weeks from initial delivery date).
- 4/30/2021: Lowes' Project Support Coordinator reached out, and we shared pictures again (Even though Lowe's already had the pictures) (~2 weeks from the initial delivery date).
- 5/11/2021: Lowes' Project Support Coordinator shared new estimated delivery dates ranging from 5/13/2021 to 6/2/2021. During this time, we sent the Lowe's Project Coordinator several (around 10) emails addressing various aspects of ordering, questions, and insisting on making sure the order would be placed correctly as this was a custom kitchen (~4 weeks from initial delivery date).
- 5/14/2021: We received an email from the Lowes' Project Support Coordinator reassuring us that she had contacted the Lowe's Cabinet Specialist, and everything was correct (~4 weeks from initial delivery date).
- 5/19/2021: We received one of the orders and it was wrong again (The Island corner spice rack was the exact same one they sent the first time without the needed modification that was on the design). Then, we were told by the Lowe's Project Coordinator that the cabinet had been reordered again, and it would arrive on 6/2/2021 (~5 weeks from initial delivery date).
- 5/20/2021: The Cabinet Works Account Manager for Lowe's (Kraftmaid) came personally to our house, and we went over the order line by line. He contacted Lowe's with instructions on how to place the order correctly. Lowe's did not assist with this in any way, even though we bought the kitchen cabinet directly from Lowe's (~5 weeks from initial delivery date).
- 5/28/2021: We reached out via email to the Cabinet Works Account Manager for Lowe's (Kraftmaid) and the Lowes' Project Support Coordinator since I had not received any new estimated delivery times and there was no response (~6 weeks from initial delivery date).
- 5/29/2021: Island cabinets were received in the right color, but one of them, (the corner cabinet) was missing a door. After emailing all parties again, we were told that the cabinet would be reordered (~6 weeks from initial delivery date).
- 6/3/2021: One of the cabinets (the island corner spice rack) is delivered to the store. After some confusion, it was delivered to the house on 6/11/2021. This item was together with the refrigerator decorative side panel, a wall cabinet, and a board. The island corner spice rack was recessed correctly but it was not missing the decorative side panel. The wall cabinet was damaged, the refrigerator decorative side panel was damaged, and the board was particulate board instead of plywood. Again, we sent emails and were told new orders had been placed (By now all these items have been ordered and delivered with issues twice. The island corner spice rack has been ordered and delivered with issues 3 times). New estimated delivery date was 7/2/2021 AND 7/22/2021 (~7 weeks from initial delivery date).
- 7/6/2021: We contacted all parties and asked for updates on the order that was to be delivered on 7/2/2021 and we were told that the orders were incorrect again because they were ordered in particleboard instead of all plywood (again) and that they had been reordered and the new estimated delivery date for all the items is 8/9/2021 (~ 12 weeks from initial delivery date).
-8/9/2021 will be approximately 17 weeks (4 months!) from the initial delivery date.