Lowe's Home Improvement

"Update Jan. 1, 2024: on Dec. 27, the defective pull out in the cabinet over the refrigerator was removed and a new door installed. It took less than an hour. Thus ends, hopefully, the very unpleasant saga that began 16 and a half months ago when I handed over $30,000 to Lowe's in August 2022. I have been dealing with a malfunctioning door/pullout device since late August. I suggested removal and replacement with a standard shelf early on, but the vendor, store, and installer couldn't come to an agreement. See no. 3 below. Two installers agreed the device is defective, but the vendor felt the malfunctioning door/pull out may be a vendor /installer training issue. Huh? You'd think they'd do that before selling the stuff. The training occurred on 10/30, but it didn't solve the problem. Meanwhile, someone - probably at the store-was taking the position this was a design change and not a defect which would require me to pay for the fix. I also received a request from installation services on 9/23 for more pictures which are attached here. Finally, in early December, it was conceded the issue was a defect and Lowe's would pay for it. They wouldn't give me the shelf, though. This was another example of how the 3 entities involved in a kitchen project with Lowe's puts the customer in the middle of trying to solve a problem the customer did not create. At best, they continue to be incredibly inefficient. The escalation and scheduling protocols are frustrating and not customer friendly. See no. 4 below. While the problem wasn't resolved, the first installer did ask me to sign something which was explained as simply confirming someone had come on 9/8. It was on a phone, on a tiny screen, so all the verbiage was obscured. Once I saw it was a Release/Waiver of Vendor Lien, I refused. The document the subsequent installers asked me to sign was different and appropriate. It reminds me of their compensation offer in June which I turned down because it would require me to destroy all photographs, delete all reviews , and refrain from any comments about the project. If you are thinking about using Lowe's for kitchen cabinet purchase and installation, be very wary. An incorrectly sized wall oven cabinet delayed completion from 12/17/22 until 2/14/23, then began the long, drawn-out process of addressing punch list items. Areas to consider: 1) Full payment up front is required. In my case, over $30,000 paid on Aug. 12, 2022. 2) They are good on the "pretty," but they aren't as good on the technical / mechanical such as cabinet sizing for appliances & apparently vendor to installer training. 3) They use a subcontractor for installation and have a customer service number that's supposed to handle issues but then the store gets involved or not and basically you have 3 groups pointing at each other while nothing is resolved. There is no single point of contact, so you'll be repeating your issues to different people, and if you dare to get frustrated or push for some answers, the friendly folks become unfriendly quickly. 4) Every time there is communication with customer service, regardless of who initiates it, a 2 business day window is set for response. If the installer doesn't call within 2 business days and you report it, that gives them an extra 2 business days to respond. You can see how that quickly results in lots of delays because it can be so easily manipulated. Additionally, customer/installation services frequently does not call you back as promised. 5) There is no sense of urgency in making it right. I was without a functioning kitchen from 12/13/22 until 3/1/23 on a job that was estimated to be finished before Thanksgiving 2022. 6) They only want to come out once to finish everything, so if you have an item like my replacement oven cabinet that takes a while to arrive, the whole project is at a standstill."

"I applied at this location. I was denied employment due to having a young child. I was told by HR that because they work with students and other employees that have two jobs that they are unable to accommodate single mothers that work around their children's school/bus schedule. I called their corporate office to talk to someone about this and I was told by their office over seas ( not based in America) there was not anyone for me to talk to about this. I am pretty sure there is so much wrong with this whole situation. Lowe's has lost a lifetime customer today. I will be checking into Home Depot from this point forward. I hope someone of importance sees this review and reaches back out to me. Single moms looking for employment, do not stop here."

"I went to this Lowe’s on a Sunday evening. There were about 10 employees standing around. Some were friendly and helpful, but there were no cashiers, just self checkout. If you have any issues with checkout or trying to apply a discount, they do not even try to help solve the issue! They were very dismissive and rude at the self checkout. They don’t care about customers here. Soon it will be just like a CVS— a ghost town of a store with just self checkout and no one there to help!"

"I and the wife come here often. I will say that there's times when the store is lacking in inventory however, usually has what we need. Today Kaitlin and Kyle were very helpful (Which is why I'm giving 5 stars and not 4). There answered our questions and helped with picking the right tool for our project. If the customer service stays as good as it was with them today. This location is in great hands."

"Bought a washer, dryer and electric range. The price was good. Normally I buy from home Depot but decided to go another route. If you do buy any appliances please install them yourself. Don't have them do it for you. They left a mess when installing the washer. Didn't even bother to clean up. Then they didn't connect the power cord right in the dryer. They almost fried it too. Thank God I told them not to install the electric range."