Complain about a product or service

Lowe's - Home Improvement Products

Jill of Jackson NJ (7/27/04):
We rented a truck on 2 different days and purchased outdoor furniture from two different Lowe's stores in the area. Within 4 weeks, the aluminum frames had all discolored and began to flake off. This left black marks on our clothing and made our new pieces look like old furniture.

Lowe's • Products • Special Orders • Floors • Kitchen Remodeling • Low Price Guarantee • Credit & Billing Problems • Credit Denied • Chargegard Credit "Protection" • "No Interest" Deals • Rebates • "Protecting" the Dead -- • Home Depot, Lowe's Settle Credit Card Suit

When I called the manufacturer about the warranty, they told me to take the furniture back because it was probably defective. I said that I do not think that I should have to pay for a rental truck for 2 days and haul all this already assembled furniture to the stores.

We cannot afford to take time off work to redo a job we have already done. We cannot lift this heavy assembled furniture by ourselves. And we cannot rent a truck again. Now, we have $2,000 worth of furniture that looks older than the furniture we replaced.

Larry of Kodak TN (04-24-04):
I bought a "Troy Built" lawn tractor from Lowe's. The reason I bought a Troy Built is because I know the quality of the company. Then I find out that it's really not made by Troy Built, it's made by MTD. What a disappointment. I have had trouble with it from day one. It has never cut correctly, and now has tranmission problems. It is really a piece of junk. Lowe's answer? "Oh well."

Norris of Glassboro NJ (1/9/04):
My husband and I built a house with three new decks, one of which is our front porch. We chose Choice Decking from Lowe's Home Improvement. Thousands of dollars later and within months of completion mold began growing all over the decks. We were bewildered and my husband spent approximately 50 dollars on bleach and a product suggested by the store to clean the decks.

After spending one of his days off from work cleaning the decks they looked nice once again. Mind you we chose this product for the 'care free maintenance' aspect. Within three to four weeks we saw the mold growing once again. We called the company and the store and now we are just being ignored. This is no way to treat customers and we are very upset. This product has tainted our beautiful new home and I feel strongly that something should be done. I am open to suggestions at this point.

Mold is very unhealthy and our dog and cat track whatever into our home. We walk outside when weather permits without shoes. What are we being exposed to?

Jon of Saratoga Springs NY writes (1/22/03):
I bought a Frigidaire electric dryer. I got it home and found out that the cord was not included. I tried the one from the old dryer which works except that the cord clamp (strain relief) won't fit. Went back to Lowe's. They tried to sell me a dryer cord kit (said they don't sell the clamps separately). I asked them to show me that it would fit. They tried and concluded that it would not. They could not supply the proper cord assembly! They gave me a phone number for Frigidaire. The Parts Dept. person put me through to a "technical" person. They had no idea what a strain relief or cord clamp was. They faxed me some pages on dryer cords that were unreadable.

Paul of Southampton NY (1/20/03):
On December 9, 2002 we special-ordered 4 Kohler shower doors with Andy L. We were told that it would be 2-3 weeks until we could expect them to arrive at Lowe's. Andy, a part-time plumbing associate, assured us that he would call us the next day after 6pm, when he gets to work, if there was any problem. We received no such phone call.

In approximately 3 weeks we called the store to find out if our shower doors had arrived. The person from the plumbing dept. looked up our order and said that the computer said that the doors were not scheduled to ship from Kohler until January 27. They were very surprised that Andy had not contacted us to let us know of the long delay as he was the sales associate who would have been notified of their estimated arrival date when he would have placed the order with the distributer [he did have our address, home phone, and cell phone numbers].

Our loan on one of the houses we are building was expiring on Jan 28, 2003 so needless to say this did NOT leave us ample time to find alternative shower doors. Then on January 16, 2003 Alyra Sayles went in person to complain to the store manager and was told that the shower doors had arrived the day before and no one had bothered to let us know. All around, this experience at Lowe's was truly frustrating and ultimately very expensive.

A million dollar loan on one of the houses we are building was scheduled to expire on Januery 28, 2003... Since we were not notified of the delay of the shower doors, we are now going to incur fees from the bank to extend the loan. [Even though the doors are now at the store there is not ample time for installation and bank inspection before the expiration of the loan]

Maria of Torrance CA (10/10/02): I had gone to Lowe's because it was close to my house to purchase a security door for my house. It was a weekday and the middle of the day, so I didn't think they would be all that busy. I entered the store and proceeded to the area where the doors would be. In that section there were two men, one on a phone call and one skimming through a magazine. I spent several minutes just looking at the security doors hoping one of these guys would assist me. Instead they ignored me and just kept on doing what they had been doing. I then realized the guy on the phone was on a personal call just by his tone of voice and the other guy continued to attend to his magazine. I finally asked one of the guys to assist me. The guy on the phone rolled his eyes and continued his conversation and the other guy told me he was on his break. So I walked around the store making sure I was gone 15 minutes and came back, I came back to the same situation. On the phone and going through a magazine. These guys obviously hated their jobs and did whatever they can to pass the time. Neither of them had any kind of courtesy towards a customer that was ready to spend some money.

Due to the lack of customer friendly employees Lowe's had, I drove down to a Home Depot on the other side of town to purchase a security door. Already having a bad taste in mouth because of Lowe's employees being so rude, I walked into Home Depot with an attitude. But as soon as I walked in, I was approached by an employee offering her assistance. I told her I was looking for security doors. She didn't just tell me where they were, but walked me over there and introduced me to the person that would be assisting me. Within a few minutes, the person at the counter answered my questions, showed me what I was looking for and I was now ordering my security door. He even scheduled the door to be delivered and told me I would be contacted in a few days by the installers to make an appointment to install it. I walked out of there so happy and realized looking at my car clock, that I was in and out of there within 20 minutes. I spent more time at Lowe's just waiting to be assisted. My security door was delivered and installed within 10 days.

Sue of Prospect Park PA (5/27/02):
My husband and I decided to get our kitchen remodeled. In Jan. we hired Lowe's to do the job. We met with a sales person and he took our order and everything was personally picked by my husband and me. The job was supposed to be done no later then two weeks in March. Well the counter came three weeks after the cabinets did and one cabinet was the wrong size. We still haven't received the cabinet. It took three weeks to cover a hole above our kitchen sink. The parts like the faucet, handles for the cabinets and oven hood were missing and had to re-order them.

My husband took out a loan from the bank for the kitchen remodeling and we are still paying interest because the job isn't finished. We couldn't paint the kitchen because of the hole in the wall. We have boxes of cups that were supposed to go into the cabinet that still isn't here yet. Everytime we contacted Lowe's, they made empty promises and always said they have it ordered and it's comming soon. Well we found out that they lost the cabinet. I just don't know what to do!

We still have to pay interest from the bank loan. I feel like I can't use my kitchen properly. I don't understand how it can take almost four months and counting to put up one cabinet. When I have company over, I feel embarrassed that it's still not done and it still looks like a mess. I feel like I'm being ignored by them and I just feel really frustrated by this whole thing.

Pam of Deltona, FL, writes:
I purchased kitchen cabinets from Lowe's in July 1999. I have had numerous problems. The remaining problem is a warped cabinet door. I have contacted everyone that I know to contact and have not received any help, just promises.

If I had to put a number to the amount of times that I have contacted this company about this problem I would say it is well in excess of 20 times. At first, and up until just a few days ago, all I wanted was the cabinet door replaced.

Now I feel that I should have the door replaced and some sort of monetary settlement for my time and agrivation. I have had to make numerous long distance telephone calls. I have been promised that this problem will be resolved on more than one occasion.

These people have re-ordered the door 3 times. The first time it was the wrong size, the second time the replacement door was warped. The amount of stress at times just to get this cleared up so that I can consider the project complete has rendered me unable to concentrate on my job.

L.H. in Manassas, VA, writes:
I bought a mahogany door with a beautiful full glass panel. I paid $175.00 to have it installed. The door has warped because it is defective, the glass panel has also dropped down about 3/4 of an inch . Lowes has ordered me another one but says I havt to pay for the installation. I feel they should stain the door and install it. I did it the first time, not my fault it is defective. Who should pay? What should I do? I'm even afraid to try the same kind now, maybe I should get a steel door.

We ran this past an expert handyman, who said that wooden doors can do well in Northern Virginia if they are properly mounted and if they are protected with three coats of heavy polyurethane or other waterproof shield. He said Lowe's should be able to provide you with the right type of sealant for that particular door and he recommended using the kind that is designed for boats, since your climate is so humid. The door must be resealed every year or two.

Wooden doors are a lot of trouble but they can be quite beautiful and can last a lifetime. Steel doors are no bargain either. They can rust quickly in a humid climate. It might be worth taking a chance on another wooden door, even if you have to pay the installation.

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