ComplaintsforLowe's Home Centers, LLC

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a 59.5-in 1-Lite Glass White ***** Sliding Patio Door with Screen from LOWE'S OF ********, **. Item was picked up in May 14, 2021 with a damaged Screen Door. I returned the damaged screen and requested a replacement but have not received it in over 6 months. Lowe's of Columbia customer service periodically calls us to tell us order is not delivered yet. My wife went locally to customer service but same response. Basically, we have been waiting forever and we still have not received the screen door we already paid for.Order details: Order #*********Manufacture: JELD-WEN Invoice #***** Order Date04/22/2021 Item #: ****** |Model #: LOWOLJW238100043

  Business response

  11/23/2021

  11/23/2021
  
  Better Business Bureau of Southern Piedmont and Western *************************************************************************
  
  Name: *************************
  RE: Case #: 16164482
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 11/23/2021 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,
  ******** F
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 10 windows via special order with ***** in July. I gave him specific measurements for my windows. Windows arrived at store in September and all but 2 were damaged. Mid October replacement windows arrived. Had to schedule for my contractor to install windows November 3. Spoke with **** because only 2 windows are the correct size. The other 8 windows are 4-6 inches too tall or 4-6 inches too wide. Was told if I returned the windows it would take ***** weeks for the replacements to arrive and I would have to pay a restocking fee. My contractor has no problem cutting into my house to make the windows fit. However he is going to charge me $175.00 per window as it is extra labor since the windows are not the size I ordered. I called 800 customer service. Have had only 1 call back from **** who told me I needed to speak to Assistant Manager ****** Spoke with ***** ******* November 16 and she said she needed to reach out to someone else. And promised a call back on Thursday which has never been fulfilled. Called the store 11/19/21 at 1pm was told ***** is on vacation and the store manager wont be in until Monday. I need some form of compensation so that my windows can be installed. I have been getting nowhere since October and need assistance. $175.00 per window for 8 windows is nothing compared to the $50,000.00 dollars my husband and I have spent at lowes since May 2021. The failed called back; and lack of accountability in this matter cannot stand. And this issue must be resolved. I really cant wait until next June to replace the windows of my house. Its simply something that needs to be done. The original quote from my contractor is $275.00 per window for the extra labor involved for cutting through siding and plaster. To cover the cost of repairing busted and broken plaster; sheet rock and damaging exterior siding which is brand new purchased from LOWES. As you can see in the photo.

  Business response

  11/23/2021

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 11/23/2021correspondence 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

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A kitchen quartz counter was installed 11/2020 by a subcontractor called Top Line with a very cheaply made stainless steel sink OFF brand ...with a large LEAD warning, scratched and now is starting to rust. Due to the fact this is such an off brand sink Lowe's cannot find a brand like ****, Elkay etc. that will fit! One of Lowe's supposed expert installation support team members sent me a very nice **** low lead stainless steel sink, which I am very satisfied with.They stated this sink would definitely fit! However, the subcontractor wanted a template of the new sink before they would come out to install, to make sure the new sink would fit. Top Line, subcontractor stated this sink will not fit and they will not come out to install! No other brand sink will fit their stone cutout. Out of the approximate $3600 price I have $1700 balance to pay. i do not want to get stuck with this substandard lead, *******************. The thought of preparing all our meals in this sink is not good. I have been going round and round with Lowe's for almost 1 year with no satisfactory outcome. I always pay my bills, my credit is excellent, however they keep adding interest to my **** and I am concerned they will harm my credit. Sincerely, *******************. 11-19-2021

  Business response

  11/23/2021

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 11/23/2021 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

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of this year, I contacted with Lowe's for Pros for a vinyl fence installation paying $5850.00. In July, I added an additional door to the order for an additional $750.00. I was told that there would be remaining supplies and that Lowe's would pick them up from my property and credit it back to my account. The installation took place in September and I spoke with Lowe's to have them pick up the remaining supplies. Upon arrival to my home, I asked the employee if I needed to sign a form to prove verification that they took the remaining materials, and he stated that there was no form or signature needed. He also stated that if I did not see a balance credit by the following Monday that I should call Lowe's. There has been no credit adjustment made to my account. I have since called Lowe's, as well as driven to the store numerous times to address this matter with staff. My last visit was four weeks ago when I spoke with the assistant store manager, ********. He assured me that he would take of the situation and credit my account. However, there has still been no adjustment to my account. I must keep spending gas money to drive to the store and become more frustrated due to the incompetence of Lowe's staff. The remaining supplies taken from my property included 18 80 lb bags of cement, 50 loose vinyl cement posts and 6 packages of unopened vinyl posts and supplies.I am simply asking for the refund that was promised to me from both the contractor and the assistant store manager.

  Business response

  11/23/2021

  11/23/2021
  
  Better Business Bureau of Southern Piedmont and Western *************************************************************************
  
  Name: ***********************
  RE: Case #: 16165383
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 11/23/2021 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,
  **** W
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  11/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on 09/04/21 I purchased carpet from Lowes. I purchased carpet for master bedroom and closets. I already had the same carpet purchased in the den and other bedrooms that was about 9 months old. I had to wait until 09/24 for carpet to arrive and start install.The installer, *******, took the carpet off his van to bring it in to install. He said it isnt the same carpet. I looked and also knew it was not the same carpet. Pictures were taken and Lowes felt like it was the same carpet. They were both shades of grey. Hard to tell from a pic. In person though no issue. the numbers and name that was ordered did not match what was on the roll. And I had a sample of carpet. *** at Lowes said maybe my sample was dirty. Lowes said their numbers were different from the companies numbers . The carpet was not the same. So they were supposed to get back with me about ordering another roll. A week passed. Nothing. Finally *** said they needed to see it and were going to have it brought to the actual Lowes store from the installers place on the next Wednesday. I heard nothing. Tried to call. Went to the Lowes store on Friday and neither Manager ******* or *** was there. I took my carpet sample and verified with the girl it was the exact same carpet sample Lowes currently had in the store. my carpet was not there. I continued to call. finally he said if I would just do the carpet he would discount me. He said 400. I said 500. He agreed I still do not have my discount. I call. No one calls back. I do have it in an email where he says he would credit mepast carpet installation. I know they are busy. But carpet installation was October 21st. Its almost another month. I hope you can help me. Its not right for corporations to treat their customers like that.

  Business response

  11/23/2021

  11/23/2021
  
  Better Business Bureau of Southern Piedmont and Western *************************************************************************
  
  Name: *******************
  RE: Case #: 16164416
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 11/23/2021 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,
  ******* T
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  11/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Lowe's has an ad out for a dewalt 12 volt 3 hour battery for 49 dollars and get a free tool with it. Went to the store and talk with employee and manager They said they didn't have that deal looked else where at their stores found the same deals on line for them and came up with the same results. Could put it in my cart and then the free tool wasn't available, tried several store with same results. Called their 800 number and was told that it was advertised wrong and couldn't get the deal because they messed up on advertising it. Told them that that was false advertisement and by law they need to offer it in some shape or form. And was told they can't, so that's why I'm sending this to you I took over 2 hours looking at the store ,online and on the phone and false advertisement is false advertisement and needs to be dealt with

  Business response

  11/23/2021

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 11/23/2021 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

  11/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I purchased a custom shed installation through Lowes. We were told by the lowes representative in writing that site prep would be included with the shed installation. Specifically, we were told that site prep included leveling the ground for the shed using stones. When the installer got to our house, the installer stated he would place the shed on the ground. We waited several months to get our shed installed. This was not what was agreed upon in writing from Lowes. We contacted the Lowes representative several times to include the Store Manager to follow up with no results. Further, the shed itself presents poor craftsmanship with gaps in several places, the floor does not line up and basic building materials were not provided.

  Business response

  11/23/2021

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 11/23/2021 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

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered flooring and paid for flooring on 28 Oct 2021. Delivery to store for pick up on 5 Nov 21. Currently 2 weeks past due. Called store multiple times was hung up 3 times (have call log screen saves). Went into store talked to manager ***** and was told flooring manager not thier then without fail manager paged over store to department. Contacted **************** via a ******* post and was told they would contact me with in **************************************** last ************************************************************************** my home. The store number is ****. Asked to speak with store General Manager and was told he is on conference call continuity.

  Business response

  11/23/2021

  11/23/2021
  
  Better Business Bureau of Southern Piedmont and Western *************************************************************************
  
  Name: *************************
  RE: Case #: 16169113
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 11/23/2021 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,
  ******* C
  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. ↩