Horrible customer service at Lowes

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smm72

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Hope Mills, NC
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Just wanted to advise anyone who is thinking of ordering or having anything installed by the Lowes in Hope Mills. I am having ongoing issues getting problems resolved. I have reached out to the store multiple times and the main customer service number. I keep getting the same “ we are checking into it, or they will get back to you.” So if you can’t walk in and get it off the shelf beware.
 
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I attempted to have a dishwasher installed some time back...this is an actual screen shot of my on-hold time with the local store. A about hour 2 I started to suspect that they did not actually think my call was important to them and that they weren't actually going to be right with me.

IMG_1167.JPEG
 
Steven, I had trouble with a Lowes up this way. They shipped a new dishwasher that had to be ordered but was slightly damaged upon opening it up. Looks like it was packed that way at the factory so I don’t blame them. We sent it back with the delivery driver and they just couldn’t seem to figure out how to reorder it after multiple calls. Finally just had to cancel. I have heard similar stories from others I know in the past about ordering through them. I was a customer for 25 years. Remodeled and repaired two different older houses with them in Cary, but ordering appliances is just a disaster, apparently.

I’ve had better luck with Garner Appliance in Garner. Not that close to you I know.
 
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I'm with you..... it's not just Lowes. I won't buy anything from Home Depot unless it's in the store and I can take it home that day.
 
I used to be able to find some SMEs at Lowe's, but now they most of them are obligate mouth breathers with IQs right at room temp water. IF you can find an employee, just merely asking where something is located often elicits a deer in the headlights response. Finding someone to open a register? Shoooooo.....
 
typically id get high dollar items like appliances at lowes because they'd let us (Veterans) use the discount program on them, so i'd put up with the slow delivery/refusing damaged. seems they've limited the discount program (not complaining, im always thankful for companies that participate), but without that "edge" there's no reason to put up with the negatives. local companies win out hands down
 
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@smm72

Garner appliance is not far from me. I’ve bought a couple of fridges from them and a dishwasher and had pretty good luck, and all during the dampanic.

I’ll help you out with logistics and install if I can. Check your PMs
 
I stopped going to lowes when the grill I bought Diana for Christmas showed up on the delivery truck, upside down and torn up. Lowes did not make it right and all I got was a refund. Which is better than nothing but I paid for a grill I did not receive.
 
When my wife complains about the poor customer service at WalMart, I say, "It's WalMart, you don't go to Walmart expecting customer service." You can replace WalMart with most any big box store and the story will be the same.
 
Lowes doesn’t give a crap about the BBB or social media or local news or whatever else you may try. Don’t ever hire their jack legs to do any installs in your house. I thought this was common knowledge.
 
fieldgrade said:
I heard a long time ago that their installers are basically independents who are low bidders for that work. I can neither confirm or deny the accuracy of that.
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They pay their installers as little as possible to the point that the crews that go and do the work can’t afford to do a good job it’s all about how fast they can get it done and they know they’ll never be back for any call backs because once lowes has your money they don’t give a
 
Burt Gummer said:
I stopped going to lowes when the grill I bought Diana for Christmas showed up on the delivery truck, upside down and torn up. Lowes did not make it right and all I got was a refund. Which is better than nothing but I paid for a grill I did not receive.
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Did you really pay for a grill if you got a refund?
 
We still have a great local place. I don’t even consider big box an option anymore.
 
SPST said:
Did you really pay for a grill if you got a refund?
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My point was they didn’t give a shit. I didn’t want a refund, I wanted a certain grill. If I had wanted the money I wouldn’t have bought the damn thing in the first place.
 
Bigdave0924 said:
They pay their installers as little as possible to the point that the crews that go and do the work can’t afford to do a good job it’s all about how fast they can get it done and they know they’ll never be back for any call backs because once lowes has your money they don’t give a
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I can’t confirm or deny what you say except for Window Installations at Home Depot. I’ve been selling Windows for HD for 10 years and I know what our installers get paid. They are paid well and at least in the 2 territories I cover, the installers have been with us a long time. We just don’t hire window installers off the street. I can’t speak for any other products HD sells nor can I tell you about Lowes, but the window installers that install what I sell are first rate. I’m sure there are exceptions in other areas and with other companies, but my guys get paid well and are held to a high standard. I get a lot of repeat customers and referrals from satisfied customers.
 
Etruett said:
I can’t confirm or deny what you say except for Window Installations at Home Depot. I’ve been selling Windows for HD for 10 years and I know what our installers get paid. They are paid well and at least in the 2 territories I cover, the installers have been with us a long time. We just don’t hire window installers off the street. I can’t speak for any other products HD sells nor can I tell you about Lowes, but the window installers that install what I sell are first rate. I’m sure there are exceptions in other areas and with other companies, but my guys get paid well and are held to a high standard. I get a lot of repeat customers and referrals from satisfied customers.
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In Cary there was a Lowes and HD across the street from each other. I’d always start at Lowes, but became more and more disenchanted with them towards the time we moved away. When I moved to Fuquay there wasn’t a Lowes, so I started doing business at the Home Depot.

I have been pleasantly surprised over and over. Two caveats. I haven’t ordered home appliances, but they DO HAVE TOOL RENTALS and I have used that great feature several times for a block cutter when I built an outdoor fireplace, and something else.
 
Lowes has been sucking for years.

We had issues buying a new kitchen sink last year..had it ordered from another store, got notice it arrived..they couldnt locate it when we hit the service desk..we found it and our faucet on the sales floor..! We also paid for installation, but was our appointment dates were cancelled by their out sourcer mulitple times. Ended up just doing it myself one evening after work.

We bought a new screen door in January that they had to order... 3 months later it gets delivered to the store...same shit..someone put it out on the sales floor vs wherever the hell orders need to go.

No one there gives a damn, they just collect pay checks and do the bare minimum.
 
Yep Lowes Sucks..
Have 2 by us up here.. The bigger one is a joke. ordered online Store A transfered the Order to Store B cause they
could not fill it, but Store A didn't notify us. so went to get it no order. Store B had it. Neither store would answer the
phone, ring, ring, then hang up. Other half picked up order, the tubes of caulk, the ends where the plunger goes were
open. So tried calling back ..no answer, played dialing for dollars customer service, on hold for over a hour. finally got
a human, explained my problem the woman, was helpful and also gave me an email / contact number, so I emailed that
person plus everyone else, well my phone / email was blowing up...did some duckduckgo foo..and figured out email
addys. Lowes inventory system is pathetic, when you order online, says in stock and it's not, so I call the one I'm going
to if they answer, ask to check, they go to the system and gives a different on-hand amount, I just say please walk to the
aisle and look. that count is different also. example online said 6 in stock, store system said 9, actual on hand 4???
Lowes doesn't like you cutting your own keys either.. but that's another story all together.
Homedepot is no better.. reached the CEO the last time I called, friend worked for HD gave me the number.. CEO
actually called the store. Man when we went in there, all sorts of people came out the woodwork, just to see who
this "Prick" was that called Corp. priceless... We also have 2 HD's close by... the smaller one has a better group of
people.

-Snoopz
 
I have purchased several appliances from Lowes over the years and they were very easy to deal with. Not long ago I ordered a dishwasher expecting a wait, but I had to eventually demand my money back. It seemed no one could tell me exactly when or where I’d be able to get my purchase. But what soured the experience the most was the apathy of almost everyone I spoke to.
 
Snoopz said:
Yep Lowes Sucks..
Have 2 by us up here.. The bigger one is a joke. ordered online Store A transfered the Order to Store B cause they
could not fill it, but Store A didn't notify us. so went to get it no order. Store B had it. Neither store would answer the
phone, ring, ring, then hang up. Other half picked up order, the tubes of caulk, the ends where the plunger goes were
open. So tried calling back ..no answer, played dialing for dollars customer service, on hold for over a hour. finally got
a human, explained my problem the woman, was helpful and also gave me an email / contact number, so I emailed that
person plus everyone else, well my phone / email was blowing up...did some duckduckgo foo..and figured out email
addys. Lowes inventory system is pathetic, when you order online, says in stock and it's not, so I call the one I'm going
to if they answer, ask to check, they go to the system and gives a different on-hand amount, I just say please walk to the
aisle and look. that count is different also. example online said 6 in stock, store system said 9, actual on hand 4???
Lowes doesn't like you cutting your own keys either.. but that's another story all together.
Homedepot is no better.. reached the CEO the last time I called, friend worked for HD gave me the number.. CEO
actually called the store. Man when we went in there, all sorts of people came out the woodwork, just to see who
this "Prick" was that called Corp. priceless... We also have 2 HD's close by... the smaller one has a better group of
people.

-Snoopz
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You actually hit The nail on the head. The people in a particular store no matter what company and how they’re managed makes all the difference.
 
Lowe’s
Roof install. Great
Windows 2 month Nightmare getting them installed
Carpet install, great
All new kitchen appliances delivered and installed, great.
All I got
 
Lafayette Gregory said:
I had terrible issues with a carpet install. Again, with a dishwasher. If you cannot install it yourself - Do yourself a favor - Find a hometown appliance store and do business local. At least you can walk in and talk to the owner.
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I’d had so many bad experiences with Lowe’s that I went to an appliance store. The wait was the same but they kept me updated and their installation was top notch! Recently, Lowe’s has suspended their 10% military discount for lumber, major appliances and yard maintenance stuff. Hell, what else is there!? I now buy lumber from a local lumber yard. The lumber is better, straighter, and the delivery is on time, which Lowe’s cant tell you what day they’re coming.
 
Always go to an appliance dealer. The service is professional and since all they do is appliances to keep the lights on you are basically guaranteed better service.
I've used homedepot for flooring. They didn't put delivery on the quote that included installation. Why in heck would I not want the installer to deliver it too? I ended up taking a rental truck of theirs for free and dragging the flooring to the house myself. The installer was very competent.
Lowes has a dysfunctional inventory system. I bought some closeout laundry equipment at better than my industry insider pricing. They couldn't locate it for two weeks and it turned out it was pulled the day I bought it and staged for my delivery. One guy knew how to get things done and that tripped up everyone else in the store. Communications in the store were pathetic. Hard to say if the money saved was worth the frustration.
 
I understand why people use big box services for products and install. That free 6 months no finance fee on a store card. But that install is in that 30% over the local unaffiliated company invoice. Businesses don’t give money away free.
 
I worked Lumber at Lowe’s for three years. Ellison took over in the middle of my time there. Since I have over 20 years experience in construction, my main job became fielding questions all over the store. The employees at Lowe’s are mostly taught how to upsell. They are not taught to actually be knowledgeable in whatever department they work in. Their delivery drivers work way too long every day, don't ever have anything delivered, most of the guys are so worn out they just don’t care.
 
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Jeppo said:
If you try this, I’ll be curious to know whether it gets you a response.
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I met Ellison once when he visited the Lowes I worked in. Guy was a condescending jerk, he helped fix their bottom line, but destroyed what little was left of their good customer service.
 
The Last Outlaw said:
I met Ellison once when he visited the Lowes I worked in. Guy was a condescending jerk, he helped fix their bottom line, but destroyed what little was left of their good customer service.
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That pretty much mirrors what I’d heard about him. A total focus on short-term results, at the expense of the brand.
 
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