Lowe's Home Improvement Reviews

The guy called the night before and I told him to call me from our gate, the system will call and I will let him in. He showed up at my home unannounced and said he tailgated a vehicle in instead of calling. He acted very nonchalant and said 'you knew I was coming, it's not a surprise '. I asked if he understood how gated communities work and kicked him out of my home. He kept asking what my problem was. Lowe's has lost their minds. They have people answering the customer service line who barely speak English and when I asked 'where are you located' they lied and said in the US, but we're not allowed to say for security. Lowe's lost a customer and I will never be back.

I was told there is no way to repurchase the oven at the original price I paid. The customer service representative I spoke to at the time of delivery who offered the discount, provided false information that I would simply be able to exchange or order a replacement if I decided to do so within that 48 hour period. Furthermore, I paid for installation which online it states included the anti tip bracket. There are no disclaimers or exclusions cited online. At the time of delivery I learned that Lowe’s will not install the bracket on certain wall/flooring materials. They did not install mine leaving the oven as an immediate safety risk. I would like to point out that the crew delivering the oven were very hard working, polite, and respectful. They are clearly overworked, and facing unsafe workplace expectations. I was their 16th out of 21 deliveries in one day and they were exhausted.

Despite this clear evidence of defective flooring, Mohawk denied the warranty claim. Even more disappointing, Lowe’s has not been helpful in resolving the issue. We reported the problem over four months ago, and since then we have received little assistance, no satisfactory resolution, and ongoing frustration trying to get someone to take responsibility. The lack of quality control from Mohawk combined with the lack of customer support from Lowe’s has made this one of the worst customer service experiences I have ever had. After spending a significant amount of money on new flooring, I expected a quality product and support when issues arose. Instead, I was left with defective flooring, a denied warranty claim, and months of unanswered concerns. I would strongly recommend that others think twice before purchasing flooring from Lowe’s or Mohawk based on my experience.

From the moment the delivery team arrived, they seemed determined to find reasons not to complete the job. First, they claimed the refrigerator would not fit through any of my doors. I explained that I have two French doors leading to a back deck, accessible through a very wide wooden gate. They then complained that trees and bushes would scratch the refrigerator, although the bushes are soft and presented no realistic threat to the appliance.

Once they realized the new refrigerator could, in fact, be brought into the house, they found another excuse. They claimed they could not remove the old refrigerator because it would not fit through the doors. My house was obviously not built around the refrigerator. The old refrigerator was brought into the house through those access points and could certainly be removed through them.

Then came the waterline. I was told they could not disconnect the existing plastic refrigerator hose because doing so was supposedly a “legal” issue. I understood that Lowe’s might have restrictions regarding plumbing work or connecting certain types of waterlines. What I did not understand—and what was never clearly disclosed to me when Lowe’s charged me for “installation”—was that the delivery team would refuse even to disconnect the existing refrigerator from its water supply.

I was home alone, and my husband was not there. I went into the basement utility room to try to locate the shutoff valve myself. There were numerous pipes and valves, and I did not know which one controlled the refrigerator waterline. I repeatedly asked the delivery person to please help me identify the correct valve. He refused. Instead, he told me they would not leave the new refrigerator and that I would have to call Lowe’s.

At that point, out of frustration and desperation, I decided I would have to cut the hard plastic water hose myself, put it into a bucket, and somehow clamp it. I am a 73-year-old woman. I struggled to cut that extremely hard plastic tubing with a kitchen knife while the delivery person stood watching me with his hands in his pockets.

I finally asked him whether he enjoyed watching a 73-year-old woman struggle to do something she clearly did not have the hand strength to do. Only then did he react and offer assistance. After helping clamp the kinked hose, he went into the utility room and, almost immediately, identified the correct shutoff valve. He said, “Oh, that’s it. That’s the valve. I’m going to close it for you, but this is illegal.”

In other words, he was able to identify the valve within seconds. He could have spared me the entire ordeal, but instead he initially chose to stand by and watch me struggle with a knife and a hard plastic waterline. However, my strongest complaint is directed at Lowe’s itself. Lowe’s charged me for something it calls “refrigerator installation.” I would like Lowe’s to explain, in plain English, exactly what was installed.

The delivery team would not disconnect the old refrigerator from the waterline. They would not connect the new refrigerator to the waterline. They performed no plumbing work. They made no meaningful connection necessary for the refrigerator’s water dispenser or ice maker to function. They brought the refrigerator into the house, put it in its place, and plugged it into an electrical outlet. That is delivery. It is not installation.

Calling this service “installation” and charging customers an installation fee is, in my opinion, deceptive and fundamentally dishonest. Lowe’s is using the word “installation” to sell customers a service that an ordinary, reasonable consumer would naturally understand to mean that the appliance will be properly connected and made operational. Instead, customers may discover only when the delivery crew is standing in their home that Lowe’s definition of “installation” apparently means moving the appliance into position and plugging it into the wall.

If Lowe’s employees or contractors are prohibited from disconnecting an existing refrigerator water hose or connecting the new refrigerator to the water supply under certain circumstances, that limitation should be stated clearly, prominently, and BEFORE Lowe’s accepts payment for “installation.” It should not be hidden behind fine print, vague terminology, or suddenly announced at the customer’s home on delivery day.

Lowe’s should call this service what it actually is: DELIVERY AND PLACEMENT. Do not call it installation. Do not charge customers for installation when your delivery personnel refuse to perform the basic connections that make a refrigerator’s advertised features operational. I consider the use of the term “installation” in these circumstances misleading and deceptive to customers. Lowe’s collected money from me for a service that, in any normal understanding of the word, was not provided.

I expect a full refund of the installation charge. I also expect Lowe’s to investigate the conduct of this delivery team and to review how it advertises and sells refrigerator “installation” services. Customers deserve to know exactly what they are paying for. Lowe’s should not use the word “installation” to make a basic delivery and plug-in service sound like something it is not. This experience was not merely poor customer service. It left me feeling deceived by Lowe’s and abandoned by a delivery team that repeatedly searched for excuses not to complete the job they were sent to perform.

As a senior, this experience has been incredibly scary and stressful. When I logged into my own online account, the merchandise I purchased wasn't even listed. I am now deeply concerned that my credit card information has been compromised and made available to an unauthorized person. This is an unacceptable violation of privacy and customer safety, and Lowe's needs to address this issue immediately.

Late on the afternoon before the promised delivery date, the outsourced installation service, CRST Home Solutions, called to cancel the installation because Lowe's informed them our machine was "out of stock" when they called to confirm they could pick up the machine the next day. That is all they could tell me. They said that Lowe's would likely reschedule my installation when they get it in. The next morning, I was awakened early with a text from Lowe's confirming that they would complete the installation that day.

A few hours later, an installer from CRST Home Solutions called to say he was on his way to pick up our machine and planned to complete the installation. I told him about the cancelation call I received and he kindly said he would see what he could learn when he gets to the store. He called about an hour later reporting that he was told our machine was on a truck and expected to arrive that night and they would schedule another installation once they receive it. I waited a couple of days before I called Lowe's. The appliance department salesman could not seem to find any information.

While I was speaking to him, the original salesman called, so I took that call. I was informed that they "oversold" the machine I purchased and they no longer have that model. He said they would send me an upgraded model of the same brand and expedite the delivery. Several hours later, he called back saying they have to refund the original sale and start the new purchase from scratch. This took quite some time and got very complicated due to typos that triggered my credit card to decline the purchase. But, the second purchase was completed with a promise to expedite the delivery. The next day I was notified that the installation would take another 2 weeks. I still want to know why no one from Lowe's ever reached out to me for more that 2 weeks to inform me they did not have the product I paid for.

Two weeks later, the same kind installer Lowe's lied to about the first machine arrived on the morning of the scheduled date. When he took the machine out of the box while it was still on his truck, he informed us that there was a large dent in the middle of the front door and he expected we would want him to return it. While he was there, I asked him to take a look at our kitchen. He informed me that it was a good thing we were sending it back, because attaching an extension hose to their drain system would void the warranty on LG dishwashers. I told him we had ordered a KitchenAid, but it turns out that the dishwasher that was ordered in the first place was the wrong brand and would not work in our kitchen.

This time I went to the store to process the refund and purchase the replacement. A floor manager promised he would do whatever he could to make things right for me and worked with a salesman to pick out the KitchenAid I wanted. I chose the middle grade model precisely because it had an extended handle that I did not want in my kitchen. I did not realize I needed to check to make sure they ordered the model I chose. On June 24th, I was still charged about the same amount we spent on May 24, including an installation fee. The only reason I spent less was because we chose to NOT purchase the Lowe's extended warranty plan, as we had lost faith in Lowe's to honor it.

I was notified that it would be delivered July 3rd, between 7 AM and 7 PM. So, for a 3rd time, I adjusted my schedule to be available for a full day. This time, I received no confirmation call the day before from CRST Home Solutions. I did receive a confirmation text from Lowe's at 5 AM. When I still had not heard from the installer by 9:00 AM, I called Lowe's. I was assured my installation was scheduled that day, but the installer had not yet picked up my machine and that I could reasonably expect them to arrive between noon and 5 PM. I called again after 3:00 and was again assured that they had time to pick up the machine and install it by 5:00.

I called again after 6:00 and was told the installers were due to arrive at 8:00 pm. We had not eaten because I was waiting to start dinner. I had to go out and pick up fast food. I started watching my Lowe's app to see when they picked up the machine. It was not even picked up until well after 8:00 PM and the installers arrived at 9:00 PM!!!!! They were obviously exhausted. They made a pretty good mess. They did not adjust the front legs and back legs evenly, so it sits at an angle and the bottom of the machine sticks out about an inch more than the top.

The machine they installed is a KitchenAid, but it is the model with the extended handle that I insisted I did not want. I decided to keep it anyway, because I truly do not trust Lowe's to ever get this order correct and I did not want to wait for yet another installation date. But, I did call the Lowe's installation office on Monday, July 6th and asked them to send someone to reinstall the machine so it was level. I told them I was not willing to set aside an entire day and wanted a more precise appointment window. When CRST Home Services reached out to set the appointment for today, July 10th, they tried to set another 12 hour window. I told them I would not accept that and that I needed a more reasonable time frame. Finally, I was told they would come between 7:45 AM and 10:45 AM.

At a bit after 10:00 I called the CRST Home Solutions automated phone line. I was told my service was scheduled for 1:00 to 4:00 PM. I then called Lowe's Installation Office to get help. All they could repeat was that their hands were tied. I asked them to take responsibility and hire another installation service I could trust. But, their hands were tied and there was not help.

A little after 4:00, I called the automated phone line for CRST again and it did not have any information about when a service person would arrive. It sent me directly to a live agent. Of course, by directly I mean after more than 30 minutes on hold. I used the time on hold to find this website and tell everyone how little regard Lowe's has for it own promises and its customers.

When the agent finally took my call, she tried to call the service provider, but got his voicemail. So she sent him an email and told me they would reach out to me when they hear back from him. I asked to speak to a manager, but was told she would email the manager as well and that they would reach out to me within 5 to 10 minutes. That was 20 minutes ago and I will have to leave the dear reader of this review hanging without an end to this sad, sad story. I don't know why these 2 companies are so inept and so uncaring and irresponsible. I just want other to know that this is what they can fairly expect from both Lowe's and CRST Home Solutions. Wherever you shop, I pray you are treated far better than we have been.

• The soft-close trash cabinet never worked properly.

• The bottom drawer of the three-drawer cabinet was manufactured incorrectly and was missing the interior guide rails that were part of the design.

• Missing face plate for the front of top drawer.

• The top drawer front was damaged during installation. Lowe's told me replacing it would not be a problem would order a replacement at no cost. What arrived were 2 different face panels with no practical way to install it without damaging the existing drawer. Instead of replacing the defective cabinets, Lowe's repeatedly sent replacement parts that never corrected the problems.

Over the course of this project, I made no less than 15 trips to the store, exchanged numerous emails, and repeatedly followed up for updates. On multiple occasions, I was told by the store that I would receive a full refund and on the last store visit told they were just waiting on the manager to approve it. Based on those assurances, I continued working through their process while the issue dragged on and another month of finance payments come due. At least three of my follow-up requests went unanswered.

When a resolution was finally offered, I was told my options were to either accept a $250 credit or uninstall and return all of the cabinets. After months of delays, defective products, installation costs, and countless hours invested, I found the $250 offer insulting. It did not come close to reflecting the time, inconvenience, and expense this situation caused.

To receive a refund, I had to have all the cabinets removed so Lowe's could have someone pick them up. The pickup company provided only a few minutes' notice before arriving, adding yet another unnecessary inconvenience to an already frustrating experience. I understand that mistakes happen. What defines a company is how it resolves those mistakes. Unfortunately, my experience has been one of repeated delays, incomplete fixes, and a resolution that falls far short of what I believe is reasonable. Based on my experience, I cannot recommend Lowe's.

He said that they only had a paneling cutting saw but it was tore up. He said I would have to cut my stuff by myself. I said that is what I am trying to do I just need a saw. He said not here and mumbled something else as he walked off. I asked what he said and he just walked off. Pathetic employees and customer care with no help with getting the correct product and making sure we can get it In your vehicle. Horrible. So still not knowing if it would fit in my auto I went to pay and I had cash. Only one register in the store taking cash and it was stacked 6 deep with folks carts loaded. I left today without buying anything and will never purchase anything from that store again. This store is in Harriman/Midtown Tennessee. Good bye forever.

The delivery company left a phone number for me to call back and said to select option 6 guess what there ISN’T an option 6 and when I pressed it anyway it said not a valid option.🤦‍♀️When I finally got back ahold of delivery company and after very long conversation they told me it was to be delivered within 20 minutes. I flat out told them they were just telling me that to get me off the phone and they assured me not the case and if it wasn’t there in 20 minutes call back. Guess what 20 minutes later no delivery and delivery company closed.

The installation company said this wasn’t acceptable. The material had to be there that morning when they arrived. I had to call and insist they change it or it would have been cancelled again. It is not “hassle-free” as they claim. I would recommend buying the materials yourself and going through a contractor before I would deal with Lowe’s at all.

Defuniak Springs, FL, 32435