ComplaintsforLowe's Home Centers, LLC

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have over $200 worth of items to return to Lowe’s that I bought on ******** and no one knows how to refund my money back to my account since it was paid with Apple Pay!!!!!!!!! - pressure washer - extension cord - broom - additional broom handle

  Business response

  08/29/2024

  August 29, 2024
  
  Better Business Bureau of Southern Piedmont and Western North Carolina
  9719 Northeast Parkway, Suite 300
  Matthews, NC 28105
  
  Name: ****** ******
  RE: Case #: ********
  
  Dear ****** ***********
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your August 27, 2024, correspondence regarding a complaint that has been filed by ****** *******
  
  We write to advise Lowe's spoke to ****** ****** on August 29, 2024, regarding their refund. We offered to resolve; however, ****** ****** declined our proposed resolution. We believe our offer was an amicable resolution to their complaint.
  
  Lowe's appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance.
  
  Sincerely, 
  
  **** **********
  Lowe's Executive Customer Relations
  (**** ******** **** **********
  
  

  Customer response

  08/29/2024

  
  I am rejecting this response because:
  Lowes is holding my money hostage as I have proof that the merchandise was paid for - through a third party (********** I am asking Lowes to provide credit back to my card - as they have done with a prior ******** transaction too (****** ***) - yet the executive liaison **** could not account for that transaction!

  I have also asked Lowe’s to pull the transaction receipt for both involved transactions - but Lowe’s said that is not possible……even though I have the exact date / time / and store location!

  This is unacceptable!!

  FYI - both ******** store receipts from Lowe’s were presented - yet Lowe’s is “holding hostage” my proof-of-purchase returns!

  I have also filed a complaint with the ******** ******** ********* *******

  Additionally, Lowes executive (“lower case!”) liaison department never acknowledged seeing the receipts from ********!!

  Business response

  09/04/2024

  September 4, 2024
  
  Better Business Bureau of Southern Piedmont and Western North Carolina
  9719 Northeast Parkway, Suite 300
  Matthews, NC 28105
  
  Name: ****** ******
  RE: Case #: ********
  
  Dear ****** ***********
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your August 27, 2024, correspondence regarding a complaint that has been filed by ****** ******.
  
  We write to advise Lowe's spoke to ****** ****** on September 4, 2024, regarding their refund. We offered to resolve; however, ****** ****** declined our proposed resolution. We believe our offer was an amicable resolution to their complaint.
  
  Lowe's appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance.
  
  Sincerely,
  
  **** **********
  Lowe's Executive Customer Relations
  ***** ******** **** **********

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Six months ago I purchased a refrigerator that was delivered defective. I have had a repairman come out and he told me the refrigerator is unrepairable. I have lost large amounts of food due to the refrigerator being defective.

  Business response

  04/11/2024

  Better Business Bureau of Southern Piedmont and **********************
  **************************************************
  ********, ** 28105
  
  Name: *****************************
  RE: Complaint ID: ********
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 4/9/2024 correspondence regarding a complaint that has been filed by *****************************.
  
  We write to advise Lowes communicated with ***************************** on 4/9/24, via email regarding their repair related issue. It was advised we partnered with Assurant, the Administrator of the Lowe's Protection Plan, regarding their GE refrigerator. Assurant Lowe's Service Advantage Team will engage **************************;regarding the resolution. Lowe's and Assurant appreciate the opportunity to address their concern.
  
  Lowe's appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance.
  
  Sincerely,
  
  ****** T
  Lowes Executive Customer Relations
  Toll Free: ************************** 693 7591
  Direct: ************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My spouse and I have done business with Lowes for many years spending thousands and thousands of dollars. Since moving to *************************************************************, October 2020, we have now changed the carpet on the second floor twice. We chose a gray carpet the first time that proved to be depressing and too thick to vacuum so we opted to replace it. This particular carpet order was placed at the ****************** Lowes store here in ******** not far from our home. Lowes subcontracted said company to work in our home. I called Lowes and the flooring associate I spoke with said "someone will call you." That never happened. Since ************* Services caused me to have to do part of their job and damaged some new paint in our home, they are responsible. It was their employees who not only treated me badly, but failed to perform the contracted labor.On March 29, Lowes sent ************* Services to our home to replace the gray carpet. Two men that appeared to be Hispanic showed up and stated that they drove from *******, Indiania to get to our home; approximately a two-hour drive one way. The Van did not appear to be in good condition nor was the vacuum cleaner they brought; it was cracked.Of the two men, one did not speak much English at all and the other had to act as an interpreter. The one that did not speak English was very sick seemingly with flu like symptoms. This concerned me right away. The two men worked slowly but steadily. I gave them beverages to drink and some cookies to eat. At around 1:pm I asked them if they were going to take a lunch break and I was told they cannot; they must finish the job. I gave them some cookies which they seemed to be glad to get. I also gave the sick one some Tylenol. He was sweaty, coughing and appeared to be weak. No doubt desperate for a pay check. I felt sorry for them. I went to my desk downstairs and wrote out checks for $50.00 each I was going to give them as a tip. I also had a mirrored chest we paid $600.00 for from Pier One before they went out of business that is in excellent condition. We are planning to move in two years and are not going to be taking it with us. It is mirrored and heavy and we don't believe it will travel well to ************** where we plan to move. I gave that chest to them as a gift. I asked them at about 3:pm what was their estimated finish time because they were moving rather slowly. I was told they might be finished by 6:pm. They arrived somewhere around 11:am approximately. They took all the door off the hinges; removed the hinge pins, took all of the drawers out of the dressers and chests and when finished did not install them back properly. They scuffed up the newly painted white trim on the door casings from moving carpet rolls and did not clean up the carpet fibers as a result of cutting and stretching the carpet. They left an enormous amount behind. When I asked them to clean up the carpet fibers, they became very hostile and yelled at me. I in turn told them it was part of their job. I got out my own vacuum and began getting up the carpet fibers. There was an entire trash can full by the time I was done. I had to finished replacing the door hinge pins and will not have to rehire the painter to touch up the scuff marks on the trim work they damaged. Additionally, when they started work, I told them that if there are any carpet pieces not used, I wanted to keep them. We paid for it and I they belong to us and, if needed, could be used to patch up a spot of carpet if a spill or accident occurs. They chose to stuff all the carpet remnants inside the van. I got inside the van myself and took them out. This did not make them happy at all. The one who did not speak English got on the phone and was said to have been calling his boss because I demanded they clean up the job site; the mess they made. I was not allowed to speak to the "supervisor" and the conversation was performed in Spanish that I could not understand. The two men then removed the chest from the VanI had given them and stated "I don't want anything from you Mother ******." Then they left. When they departed, there were carpet fibers all over our driveway and front yard. By this time, my spouse had come home and witnessed their uncivilized behavior.In all honestly, I was very kind to these two men. All I asked them to do was finish their job which they refused. *****, my spouse and I are asking that Lowes compensate us for doing part of the job for the workers that failed to complete the job they were hired to do and for the damage to our painted trim. We are also concerned about the possibility of being exposed to COVID and/or Flu. I am immunocompromised already and did not need a sick person coming to my home. He also did not wear a mask. I am concerned that I am immunocompromised and if the people the company are hiring are desparate migrants, here legally or not, they are taking advantage of these people and also placing customers at risk to being exposed to diseases that some people may or may not be vaccinated against. So, this is a very complex issue. Also, I am a disabled Navy Veteran with neurological issues and working to clean up after the crew was very hard on me and I will have to see my doctor. The photos I have taken will not upload on your system after many attempts. Please contact me for photos. I will be glad to provide. Sincerely,***********************/******************* ************ or ************

  Business response

  04/08/2024

  Better Business Bureau of Southern Piedmont and **********************
  **************************************************
  ********, ** 28105
  
  Name: ***********************
  RE: Complaint ID: ********
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 4/1/24 correspondence regarding a complaint that has been filed by ***********************.
  
  We write to advise Lowe's spoke to *********************** on 4/2/24, regarding their Installation workmanship concerns. We offered to resolve; however, *********************** declined our proposed resolution. We believe our offer was an amicable resolution to their complaint.
  
  Lowe's appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance.
  
  Sincerely,
  **************
  Lowe's Executive Customer Relations
  Toll-Free:*********************************
  Direct: ************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am customer of ********************** store ************* I purchased a high quality carpet.I am satisfied with the product.The installation was ok but H3431363233**38343234H pros did not finish the job.H3431363233**38343234H and H3431363233**38343234H pros sent over two installers both from south of the border.The first installation I suspected that one was undocumented.Every thing had to be translated.The other installer could speak fair English.The helper looked at his phone constantly and did not do much. They did not finish the job.They left and I made a call to H3431363233**38343234H executive CS.The *** was profesional and courteous.He said he would send in a order to finish the job.I requested he send American installers and requested not to send suspicious characters to my house,he agreed.When the installers came back to finish the job it was the same two installers, questionable installers.I ask for their immigration documents,They offered I.Ds.I insisted on the documents.The installer called me a racist.I kicked him off my property and made a complaint to H3431363233**38343234H executive ***. I called the *** he said H3431363233**38343234H Pros would not be back to finish the job.As a H3431363233**38343234H rep he was authorized to offer me 500.00$ from H3431363233**38343234H to finish the job.There was a major caveat.If I accepted the compensation/ bribe I could not make a complaint to any online H363137**3238313831H complaint blogs or other complaint blogs.This brings me to my opinion.H3431363233**38343234H and H3431363233**38343234H pros are enablers to the invaders to this country.The installers did not call to say they were on their way,They had no external Identifcation.Their truck had no H3431363233**38343234H brand on it.As I said my opinion.H3431363233**38343234H takes the chance and so do you if you let possible undocumented workers in your house.Our country is under attack from within.I urge you to get complete documentation and government ID FROM ********************** if you suspect the installers are not American.I feel H3431363233**38343234H is looking for the cheapest labor they can get.Invaders will do it and send the money back to their own country all the while they are getting free money,debt cards and free medical from public ,government, and *********************** medical facilities.This is all documented through government and national news services.Don&#**;t use H3431363233**38343234H installation services unless you vet the companies policies.Then keep your head on a swivel when their in your house or on your property. M.M.

  Business response

  03/11/2024

  March 11, 2024

  
  Better Business Bureau of Southern Piedmont and **********************
  ********************************************** 300
  ********, ** 28105
  
  Name: *********************
  RE: Complaint ID: ********
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your March 8, 2024 correspondence regarding a complaint that has been filed by *********************.
  
  We write to advise Lowe's spoke to **********************;on March 8, 2024, regarding their Carpet Installation. We offered to resolve by a financial offer, however, ********************* declined our proposed resolution. We believe our offer was an amicable resolution to their complaint.
  
  Lowe's appreciates the opportunity to address this matter.Please do not hesitate to contact me if I can be of further assistance.
  
  Sincerely,
  ***************************
  Lowes Executive Customer Relations
  Toll Free: ************************** 693 7551
  Direct: ************

  Customer response

  03/12/2024

   
  I am rejecting this response because:However,if Lowes omits all 1st amendment rights infringement and deletes all language trying to buy my right to complain (I'M A ************* MILITARY ******** ERA VETERAN) I fought for all ********* rights against communism to preserve the democracy and republic.I will accept that Lowes refund all the money I spent to purchase the proper installation and carpet.I feel this proposal is fair for ************ and AGREVATION LOWES HAS CREATED THROUGH THEIR MISCOMMUNICATIONS AND INSULTING WAY THEY THINK THEY CAN BUY AN AMERICAN VETERAN AND PATRIOT

  RESPECTFULLY, *********************,US NAVY VETERAN

  
  

  Business response

  03/15/2024

  March 15, 2024
  
  Better Business Bureau of Southern Piedmont and **********************
  ********************************************** 300
  ********, ** 28105
  
  Name: *********************
  RE: Complaint ID: ********
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your March 15, 2024correspondence regarding a complaint that has been filed by *********************.
  
  We write to advise Lowes communicated with ********************* on March 15, 2024 via phone and email regarding their most recent communication with the BBB. It was advised our office will continue to work with ********************* toward a resolution.
  
  Lowe's appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance.
  
  Sincerely,
  ***************************
  Lowes Executive Customer Relations
  Toll Free: ************************** 693 7551
  Direct: ************

  Customer response

  03/15/2024

   
  I am rejecting this response because:Lowes exploits the 1st amendment through bribery.This isn't the first time. They tried the same tactic in 2022 when their services left us with no kitchen for 5 months it was delay after delay through their miscommunication and blame on each department and their independent contractors involved in the contract.They offered me 2000.00$ off of approximately a 11,000$ contract.I refused for the same reason of 1st amendment manipulation bribe to not get BBB involved or any other complaints platform.Lowes throws money at problems instead of trying to fix the communication breakdown.There are now thousands and thousands of complaints involving Lowes companies.My complaint will not be the last.It goes to show Lowes has a moral compass problem thinking bribe money settles everything that's wrong with Lowes and its leadership.

      *********************,******** era veteran and Constitutional patriot
  

  
  

  Business response

  03/20/2024

  March 20, 2024
  
  Better Business Bureau of Southern Piedmont and **********************
  ********************************************** 300
  ********, ** 28105
  
  Name: *********************
  RE: Complaint ID: ********
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your March 20,2024, correspondence regarding a complaint that has been filed by *********************.
  
  We write to advise Lowes communicated with ********************* on March 20, 2024 via email regarding their most recent communication with the BBB. It was advised our office will continue to work with ********************* toward a resolution.
  
  Lowe's appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance.
  
  Sincerely,
  ***************************
  Lowes Executive Customer Relations
  Toll Free: ************************** 693 7551
  Direct: ************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a refrigerator from Lowe's online in September 2023. Refrigerator was returned a few days later and picked up from my home. We have been waiting for refund since September 24, 2023. I have made countless phone calls and visits to the store in an attempt to have my money refunded. Lowes has promised resolution for over a month but I still do not have money $1729 refunded and interest is accruing on my credit card for an item I do not have in my home. On Saturday, Oct. 28th I was promised to have a refund card sent to my address after calling a speaking to a 3rd supervisor. She promised to call on Monday, Oct. 30th with a tracking number from ****** As with every promise made over the last month, no call, no tracking number, and no refund card. Nobody at Lowes can figure out where my money is or why a refund has yet to be issued. I have receipts for refund and appeasement but no money!

  Business response

  11/01/2023

  11/01/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name: *****************************
  RE: Case #:20803534
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 11/01/23 correspondence regarding a complaint that has been filed by ******************************
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ***************************** to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  Casi W.
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ** Refrigerator from Lowes, *******, ** on 2/18/2023. The unit has completely died as of 10/30/2023. Lowes is refusing to honor the warranty and told me to contact **, which I did and ** tells me that Lowes is looking for a service provider. Meanwhile all the food is spoiling since the refrigerator is no longer cooling. Warranty states repair or replacement during 12months from purchase.

  Business response

  11/01/2023

  11/01/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *****************************
  RE: Case #: 20805000
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 11/01/2023 correspondence regarding a complaint that has been filed by ******************************
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and with ***************************** to address their concern.
   
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ************** 
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of claim 10/14/23. It was closed out on the same day. The company that Lowes sent out to check the washer advised it was overused. I use my washer at least 3 times a week. This is why I purchased a good washer and a protections plan. I found out today ******, because I hadn't heard from the company that they had sent out or from Lowes protection Assurant. I've never been treated this way. After complaining they said they are sending another company out to check it tomorrow. The first company they sent, that I have attached the invoice gave the part I need for the washer. They should just order the part and fix my washer. I feel like this is a scam. A lame excuse to try and get out of me utilizing my protection plan. It's just sad and their reasoning is ludicrous. Taking off another day from work to just have another repair company come out and not repair it just to see if I used the washer too much to see if they can deny me again. This washer was purchased on or about 07/01/2022 and plan is in effect until ********. I shouldn't have to go through all of these hoops and I'm still without a washer for my kids.

  Business response

  11/01/2023

  11/01/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name: *******************************
  RE: Case #:20804632
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 11/01/23 correspondence regarding a complaint that has been filed by ********************************
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ******************************* to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ******************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Amana dishwasher from Lowes in October of 2021 with the three year protection plan. When I tried using it, it wasnt circulating water. I filed a claim with my protection plan in July of 2022 to have someone come look at it. Lowes sent a tech to assess the problem. The tech had no idea what the issue was and said hed have them order me a new unit.Over a year went by and I never heard a word from them. So I ended up having to file another claim. The tech who out told me it was a bad circulation pump and that they could replace it. Then after about half a week, ******** sent me an email saying that the warranty didnt cover the repair as it was to replace a missing part. I called and complained because the part was not missing. They said theyd send this new information to their back-end team and that I should expect my response in 2-3 days. I got my response.When they responded, they told me they will not be not honoring the protection plan because the part was clogged with food. This statement contradicts their initial statement that the part was missing. How do they have on record that the part was missing and that it was clogged with food? As we have never been able to run the dishwasher, I know that this isn't even possible. Finally, it's not possible to respond to any of their emails and talk to a decision maker. The people who answer the phones for customer service aren't really able to help you with your issue and can only relay information from the decision makers on the back end. These individuals do not make themselves available to the people whose money their business has taken.

  Business response

  11/01/2023

  11/01/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name: *******************
  RE: Case #:20803618
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 11/01/23 correspondence regarding a complaint that has been filed by ********************
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ******************* to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  Austin R.
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the enclosed recount

  Business response

  11/01/2023

  11/01/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name: *************************
  RE: Case #:20802640
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 11/01/23 correspondence regarding a complaint that has been filed by **************************
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ************************* to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  **********************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like to speak to some one in a higher power with lowe's .I purchased $164,000.00 dollars on tools that are on special in store and online . I went to store ************************************************************** store # **** also 303 E international speedway ****** ** ***** store #**** i went to both store and placed a huge order buying it thru pro i purchased more then ************************************************ to pick up once the store receives my orders . I paid for all the tools and i have proof of receipts . The orders has arrived to the store but i received a phone call from store stating corporate contacted store and said cancel and refund all my orders and do not give me what i paid for .with no proper reason as to why they did this .the store now has all the tools and they refuse to sell to me with no reason .corporate does not want to sell these items to me after i paid in full for these items they refused to give me what i paid for and they canceled all my orders . I have purchased with lowes for over 6 years i am a regular customer i have always purchased in huge bulk amounts i dont understand what is happening why are they doing this . we had a agreement i paid in full and corporate decided to cancel everything i paid for and now they are refusing to sell to me without a reason i feel discriminated against . i have the money to purchase i am a lowes pro account holder. I have a lowes business credit card with lowes .now i am in a deep hole with my business because of lowes .they agreed to sell me these tools to me i paid in full all these tools and from one day to the next they refused to sell to me and canceled our agreement without a proper reason as to why they did this is not right .I feel discriminated against they are refusing to help me they are refusing to sell to me .i would like to speak to someone to assist me with this matter as this is a very serious matter and what they are doing is not correct next step will be contact attorney if not resolved

  Business response

  11/01/2023

  11/01/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ******************************
  RE: Case #: 20802339
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 11/01/2023 correspondence regarding a complaint that has been filed by *********************************
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and with ****************************** to address their concern.
   
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ************************** 
  Lowes Executive Customer Relations
  **************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩