Lowe's Home Improvement

Then the installers came, with only one spoken broken English, hard to understand, did not know what they were doing as they did not install correctly. They did not test of the washer. Upon a practice wash later, found the drain hose loose, not attached, washer shaking, unbalanced when doing a test wash, dryer hose stiff and nonflexible and came off the next day! Tried to call back to get this resolved and complain, Lisa at customer care, who we finally got a hold of with round robin prompts, was told the problem and she put in the order/request to have someone come back out.

24 hours went by, no phone call...Called back, after another round robin tagging to get a hold of someone and the asst manager at Charlotte East store indicated that there was no order in for return check for the poor installation; so Lisa had put it as a comment on the order but did not put the request in as an order itself.!! Dryer and washer has sat unused for a couple of days, waiting for a call back regarding this...Here it is 5/22 and delivery was on 5/20. I am dumbfounded at the lack of quality customer care and delivery department. Never will we have any delivery done; we will gladly pay another professional elsewhere if needed or not buy from Lowes anymore.

I contacted the design team and they apologized profusely for having me go to a store twice and not be able to pay for the island because of their system issues. The design team advised they would have a store manager contact me the next day to get this transaction completed. Guess what- no one called. I contacted the design team AGAIN and they offered me a 25% off the total purchase because of the inconvenience. At this point the 10% off for using a LOWE'S card has now expired and back to 5%. This went on for over two weeks! Lowe's had to transfer the sale of this island to two different stores. In the interim I asked what would be the cost of the project with the 25% off and was sent an email in writing how much the project would be. I reached out and requested a credit limit increase based on the amount they put in writing.

After two weeks finally a store manager at the McDonough Ga store finally emailed me and said she was ready to process the payment. The problem this time- the price had changed from the amount the design team put in writing. I had requested the credit limit increase based on that figure and now the sales manager tells me it was for the cabinets only. I will have to come up with the difference for the balance to include the countertop. I was livid I sent an email to the design team/sales manager advising I wouldn't be moving forward with the project due to the runaround, inconvenience, and now price difference of the project. This would mean I would have to come up with the difference of the project out of my own pocket.

The sales manager was empathetic and completely understood. THREE weeks later the sales manager called back to see if she could salvage our business and offered an additional 5% off. That would equal 30% off plus 5% off for using the Lowe's card. Alexis apologized and offered this to make up for our troubles. We accepted. She took the payment over the phone and processed it on both the Lowe's and personal credit card and the project ordering began. Fast forward a week later the countertop brackets show up and were delivered to our home. Two months later the kitchen cabinets show up. The installers showed up two weeks later to install.

After the installation of the cabinets the next step should be the countertops. When we called to schedule that, no contract had been attached to this build to trigger the countertop contractor, despite the fact that we paid for the project upfront. Once again we had to run by Lowes and find out what the issue was. LOWE'S refused to admit their mistake- the countertop is on the signed contract on the estimate on the design presentation etc. and a part of the amount we paid. We even have emails from the design center stating that the estimate is given because no one knows upfront what the actual measurements would be until AFTER the cabinets are installed.

The emails displaying the percentage off match up to the exact amount we paid yet the Executive office rep @ Lowe's admitted she didn't do the accounting or math on the project. The only thing she knows the manager didn't attach the countertop sale when she processed the payment and somehow that is my fault as the customer? My response to that is, "Well we overpaid for the cabinets and are owed a refund."

This project has changed cost now 3 times despite emails and contracts showing otherwise. We are sitting at the house with incomplete island and LOWE'S had the audacity to ask for MORE money. DO NOT EVER CONTACT THIS BIGBOX STORE FOR ANY CABINETRY INSTALL OR KITCHEN DESIGN. They are crooks and take advantage of customers and will both inconvenience and stress you out. When the installers came they were giving paperwork from Lowe's that we were doing a complete kitchen redo of all cabinets not a island. They held up installation because the paperwork wasn't clear for them on what they were there to do. I do NOT trust Lowe's or the people they employ as they have proven to be incompetent in resolving this matter.