Lowe's

Complaint Ref: [protected] Not a single word from Lowes since sending this report.

Garth Tuxford
Thu, May 13, 4:39 PM
to customerservice

I spoke to a very helpful phone service Representative at about 1600 hours today called Chelsea.
I gave her the salient details of my complaint and have put the full details or maybe not full because it would take too long to mention them all.
I am sure when you read this you will get an idea of how long this complaint could go on if I had recorded every single detail.

Customer is my Wife Judith Powel of 1708 Kenan St NW Wilson NC 27893. [protected].
My name is Garth and my number is [protected]

Please read the following:
Lowes Wilson NC Todays Date 13th May 2021

29th September 2020 visit at home by Heather who drew up plans for our new kitchen.

12th October visit Lowes and pay for cabinets etc. Advised that the work might be completed by Thanksgiving but if not then it would definitely complete by Christmas 2020.

Heather told us that she was leaving but she would retain all her current customers and see their projects until the end. (Lie)

At some time later we found out that Heather would not be looking after the project and Jeni would take over.

The first batch of units arrived, and the fitter came to install. First problem, 2 cabinets were missing. On making enquiries was informed that the cabinets should have been sent but they were the wrong size. (we were not advised but found out after numerous calls to Lowes)

There was a space according to the plans to the right of the cabinets that we were told that it would be an ideal place to put a clock. Found out later that this space was 42 inches wide. Had to place order for more cabinets.

Also, space to the left of fridge, nothing on the drawings so had to order new cabinet for this space. We paid for these cabinets. These cabinets plus the missing cabinets arrived at the same time. (This was an incredible way to get more money from us.)

The pantry cabinet came and with it came some shelves. When this was first discussed we were asked if we would prefer draws. Yes, we would, we are both older and I have arthritis and they would be a much better option. After another long wait the drawers arrived. We had to pay for them, even though they were ordered from the get-go. Of course, the shelves were of no use to us and asked if we could return them and get at least some money back on them. First, we were informed that we could not do this. I queried this and then told that we could get refund on 3 of the 4 because they came in a boxed 3 and the 1 was separate and had no box so we could not get refunded on that one. Extremely disappointed, because that is not what we had ordered anyway.

Now everything started to grind to a standstill. The job was obviously not going to be completed by either Thanksgiving or even Christmas. (We had arranged for family to come for Christmas)

Then the fitter found 1 broken cabinet door and 2 badly warped doors, and they had to be replaced. They took another month or so to reach us one at a time. They came by mail one on a Monday one on a Wednesday and the last one the following week.

During this time Jeni from the local Lowes who was heading up our project asked if she could come to our house to see how it was progressing. She would like to come the following Monday after 11am because she would be in our immediate area. No call, she just did not turn up. When I next spoke to her, she said, I had headache can I come next Monday, she still did not show. On two more occasions she said she was coming, and we are still waiting, she never turned up.

Next problem, we paid for soft door closers which came with the first batch and not with the second batch. Jeni said that she would order them, the fitter also spoke to her about them, and she said she would order them. I eventually spoke to the Deputy Manager a lady called Casey who went to talk to Jeni, and she informed me that they were being ordered as she spoke to me on the phone.

I do not know exactly how he got involved but a couple of weeks later we had a phone call from a Manager somewhere in Wake County who had heard that I was complaining about the door closers, he made enquiries on our behalf and came back and said there is no purchase order for them.

Spoke to Casey again at Lowes and she called me back and said, that a gentleman called Peter would be coming the following Wednesday and would bring the soft closers. He arrived on Wednesday and said he did not have them but was visiting us to see what we needed. He brought an associate called Drew from our local store with him. We were advised that the closers would arrive in about 10 days and shipped direct to our home.

The following morning, we had a phone call from an office, not locally saying that the closers had been ordered and they would be shipped to us. Someone called Sharron would call us the following Wednesday and confirm the shipment direct to our home. One Wednesday came and then the second Wednesday and still no call or closers had arrived. I tried to call Sharron to find out what was going on and spoke to someone else who looked up our details and told me that our soft closers had been due to be shipped to us on 3rd May but were apparently now on back order. Again, no phone call from anyone to advise us. Now told that they might arrive on 13th and would be shipped to the store for us to collect. What a farce.

Called on the 13th and nobody seems to know where they are, when they are coming and if they are coming to our house or the store. Tried to contact Head Office but nobody answers the phone. Left a message on your answering service.

During the whole of this transaction, I have tried on about 50, yes that's right 50 occasions to contact Jeni and later also Casey and most of the time either Jeni was not available, or I could not get anyone at the store to answer the phone. I call Lowes almost daily and sometimes wait on the phone for over 20 minutes and nobody answers.

This was just about the final straw; I tried to contact Casey and was told by an associate that she was not there. Sorry Casey has left the company I was advised, her words not mine, she said she had had enough and was going.

I am totally disgusted with the complete failure of service, customer service and common honesty and decency. We have been lied to on many occasions and our life has been on hold since September.

We have a friend who is over 80 and not well and we wanted to go and see her in Florida. We could not go anywhere in case something might arrive, or someone might wish to get the job completed. At our age having our lives put on hold for 8 months and still counting is a big, big deal.

It is now nearly eight months, and the job is still not complete. If I do not receive some sort of response or recompense for the atrocious service and products, we have received from your company. I fully intend to appoint a legal representative and I will also inform the local press, radio and TV companies and also on every social media outlet possible.

Just as an aside, it has cost us money for our builder to keep coming back and forth to do and undo jobs because something did not turn up. Our builder informed me one morning that he was doing 3 other projects close by and all of them were having serious problems with the local Lowes. On the good side I suppose, he also said that he has dealings with Rocky Mount, and I think he said Goldsboro where the service is excellent.

My Wife and I are in our mid 70's and I have never in my entire life received such poor service, or been lied to so consistently, and the worse thing is, nobody cares. Well, I intend to make sure that someone will care.

Garth & Judy Powell

Final note, this job was finally completed on the 16th May 2021.