Lowes Complaints Continued... (Page 3)

I have purchased a suite of 4 kitchen appliances from Lowes. The range and refrigerator were special order, because of the items purchased. I was out of the country for 2 weeks, and when I got back, I was expecting to hear from Lowes. I had to call, at which time the refrigerator and microwave delivery were done the next day. Great. The range is still not in. OK. But, today, I was supposed to have a dishwasher delivered by an installer who would install the unit. The time window was between 11:30 am and 2:00 pm. NEVER CAME. This is when the fun starts.

Contacting your company and getting help is nearly impossible. I have placed at least 5 phone calls today, maybe more. I was passed from phone to phone, only to wait for the phones to ring until they hang up. Nobody at Lowes answers phones. NOBODY. When I finally got in contact with people that said they could help, the answer I always got was, it's the installers job to deliver and install. They would have him contact me. It's now 5 pm. No calls. I've called back. Twice. Still no solid answer, except to be told "we have to find out why the installer didn't do the install". I guess that means I have to sit in my home and wait for a call. WHENEVER. What kind of solution process is this?

I wasted a whole day on this situation. I emptied under the sink, removed everything that might be in the way, and patiently waited for my dishwasher. My time is valuable to me.

So, to sum this up, let me say this. I purchased 4 appliances for $2,400. Not a ton of money, but a lot to me. I've already paid for them all. Your business practices are, to say the least, sad. I have purchased a washer, dryer, and gas grill at Lowes in the past. You can be sure, everyone that I might ever talk to, I'll mention the wonderful customer experience I've had with your company. To not even get back to me with a reason for the situation is not acceptable. Your installer could have been in a car accident, injured in some way, or sick. I understand the human side of life. But why can't you at least contact people and inform them why they wasted their whole day? No more large purchases at Lowes for me. And, if I don't get a resolution to my satisfaction soon, I'm contacting Visa and sending everything back. All of it. I'm very upset.

I am complaining about the Waterloo Lowe's policy regarding refunds. Almost a year ago I purchased a new refrigerator and was told I had to buy a water hose connection. After the refrigerator was delivered and installed, I was given the new hose and told I didn't need it so I should return it to the store for a refund. When I attempted to do so, I was told I could not receive cash but would have to spend the approximately $10 dollars on store credit. The person in the customer service department called the manager on the phone when I protested The manager said that was their policy and I would have to find a $10 dollar item. Given the fact that the original purchase was not my idea I did not feel I should have to find an item to receive the credit. For $10 Lowes has lost a customer. I had also just purchased a new dishwasher and stove at the Waterloo store. I will go somewhere else to replace my washer and dryer as I feel I was treated unfairly in being forced to purchase something that wasn't needed and then couldn't get a refund. It was only $10 to me, but it will end up costing you much more in lost future sales. I don't expect you to do anything at this time, but thought you should know how this policy affects your customers. I know this is not the case at some of your rival stores as they willingly give you cash for a returned item.

On 5/13/2019 I purchased a Whirlpool Dishwasher from Lowes Surprise, AZ store on Grand ave. at approx. 7:30 PM. I clearly asked for installation at my rental home, 12742 Crystal Lake Dr. Sun City West, AZ 85375. I arranged to have installation call my renter and supplied a phone number and address. I was told that the installer would call within 24 hours. The installer left a message or me on Thursday, 5/16 at 4:45 PM. The message was unclear and quite garbled. I called the number associated with the message and encountered a female who was most uncooperative, hostile in that I did not know who called me. She asked my name numerous times and seemed totally unconcerned about providing installation service. I became irritated with her ( I did not use profanity). She refused to help me and hung up on me. I was in the process of calling back when someone with a decidedly British or Australian accent called back and began berating me for how I had communicated with his workmate. In a very bravado manner he announced that he would not be installing the dishwasher and hung up. At 7:30 PM I called the 800-445-937 and spoke to Alia in customer service. She said that I would receive a call from installation on Friday 5/17/2019 that would result in installation. At 4:00 PM that day I called 623-975-6020 and spoke with Brian who said it was impossible to help me and that perhaps installation would call on Mon. 5/20/2019. I was not happy with this information and told Brian I was going to speak to Corporate. Later Brian called back to say installation would be on Tuesday, 5/21/2019.
I WANT THE MACHINE INSTALLED AND I WANT A REFUND OF THE INSTALLATION CHARGE. I WANT TO REWARD MY RENTER WHO HAS HAD A BROKEN DISWASHER FULL OF WATER AND HAND WASHING HIS DISHES FOR SEVEN DAYS AND COUNTING. THIS HAS BEEN HORRIBLE SERVICE. I rely on Lowes for all my home repair and replacement. I am a loyal customer and will continue to be, but heads must roll after this catastrophe. Respectfully, G. David Wilson, 12503 W. Banyan Dr Sun City West, AZ 85375 623-229-6903

I purchased a John Deere lawnmower on 3/12/2015 a D105. First time I used it it would not turn. Called Loews and they picked it up and replaced it with a D110. Being nervous about a big investment your sales rep suggested I purchase a 3 year extended warranty which I did. The lawnmower now has a bad engine - cost is about $600.00, told them I had the extended warranty. Called Service advantage and they told me the extended 3 years was up? Said it has been a little over 4 years leaving about 10 months left. They told me the warranty started when I purchased the mower, said John Deere covers the first 2 years then the 3 years kicks in was what I was told 5 YEAR COVERAGE! Your sales rep misled me. I am a 70 year old veteran who was misled by your sales rep. Lowes service advantage kept telling me sorry but it expired. Told them I was misled and again more I'm sorry - they see my point but cannot do anything. Years of buying from Loews is now over, also going to YELP so other people do not get misled. Very disappointed in Loews - everyone was right - you are small compared to the Giant Loews they don't care.

Hello,
I would like to say my husband and I visit Lowes for our home improvements. This time we are thinking of going elsewhere. We had visited your store Niles Mi for carpet and got a quote. My husband returned to Lowes and guys came to house for measurements. To our surprise the quote was more due to Lowes employee not knowing how the carpet is laid. (coming from the Lowes guys who measured) It was Monday the 13th when the measure crew came to the house. Two days later my husband gets a message to call back for final price for carpet install. Later that afternoon he calls and is told from the same employee who he has been working with that he would have to call him back that he was busy. Now here it is Monday the 20th and we still haven't heard from Lowes. I would have thought service would have been better. I'm not sure the quality of employees Lowes chooses to hire is up to par with other competitors.

Called corporate office about labor my husband and I did on removal of a fence, before installation of a vinyl fence costing over five thousand dollars. Was hoping to get some kind of re-imbursement of the 650 dollars charged, because we removed half of it. I was told I signed a contract, and pretty much nothing could be done. The corporate office was to get back to me the same day or the day after, but nobody does their job, therefore I have yet to hear from anyone. Doesn't surprise me. They are just hoping I will go away, so I guess you got what you wanted because I will be going away to another place of business for my home improvement needs. I would have thought you would want to make your customers happy so they will come back, but once again I was wrong. Have a nice day!

We placed an online order for LASKO 22" box fans and when came to pick up, they were the wrong item. Lowes Associate did reorder the LASKO 22" box fans but cost was higher and when they came in, they were again the wrong item. It takes a lot of time and gas for us to go to your Lowes in North Charleston SC, we live 1 hour away. To travel that distance and then be wrong item twice, is not acceptable in any way. I asked to speak with store manager but waited over 30 minutes and was a no show. I left and most probably will not be visiting this store again...EVER. Very poor customer service!!!!

I prepaid & ordered blinds to be installed 6 weeks ago. I was told that it would take 4 weeks maximum for them to come in & my installation to be set up. no one at the store level can tell me anything about the order , other then to blame the vendor. the sales people are untrained, short staffed, & useless. the managers are hiding somewhere & not responding to pages. wth is lowes doing?? I want my blinds!!! either compensate me for my trouble or cancel the order & refund the measurement fee & the cost of the blinds. this is no way to do business!!!

We special ordered blinds on April 13, 2019 and was given an estimated transit time of 14 days (note: NOT 14 business days). The last tracking says delivery will take place May 8th, 2019, 25 days transit time. Please understand, the employee at Lowes in Redmond (Pattie #4330) has provided good customer service, but the transportation assurance we were given has been far from accurate.

My name is Latricia Williams and I will never shop at Lowe's Home Improvement again!!! I was recently in the Langhorne, PA. store and received extremely rude and insulting customer service. I was shopping in the bath department getting ideas for remodelling my master bathroom. I needed some help and guidance, but wasn't ready to buy anything that day. I pressed the need help button by their desk. A man by the name of Unis came over and said abrubtly, "What do you want?" Right from the get go he gave me attitude. I told him I wanted to get some ideas and advice on my bath remodel. He asked me if I was looking to purchase anything today. I told him no and that I wasn't at that stage yet. He threw a couple of pamphlets at me and said here. I told him I wanted to get pricing and some pictures of different designs. He said he couldn't do that. I also told him I was on a budget. He didn't want to hear that it seemed. He then mumbled quickly under his breath, ghetto nigger. I said what did you just say? He said nothing. I told him to go to hell and that I was going over to Home Depot where I would be appreciated and valued as a customer. They would help me regardless how much I spend. He said, "Do what you need to do." I walked out. I was so angry I wanted to slap him. I didn't know that Lowe's hires racist people to work in their stores. I was thinking about notifying the NAACP regarding this matter. I'm thinking about letting the entire African-American community to boycott Lowe's and only patronize Home Depot where customer service is better.

Ordered 5-2-19 internet 100 bags of Scott brown bark chips with preen. My internet Order confimation said the chips would be delivered today May 5th. Delivery from your Commerce MI Lowe's store. Order number 375099006 invoice 73815. As of today I have NOT RECEIVED ANY EMAIL UPDATE ON MY ORDER DELIVERY. I DID CALL LOWES S COMMERCE STORE YESTERDAY was on phone for a long time to confirm today's delivery.....Finally I was advised that my bark chips would be delivered today MAY 5TH between 8 and noon. However I DID NOT RECEIVE A CONFIRMATION CALL LAST NIGHT FROM QUERIES. HAVING NOT RECEIVED QUERRIES NIGHT BEFORE TENTATIVE DELIVERY TIME PHONE CALL TODAY I WAS WORRIED ABOUT THE SCHEDULED DELVIERY. Today I am here waiting or my deliever of 100 bags of chips. Need to be here to open gate and most important tell the delievery folks where to put the pallets. I called Commerce to verify delivery and was again told that the chips were on their delivery schedule. AS IT IS CLOSE TO NOON END OF TIME FOR SUNDAY DELEVERIES, I JUST CALLED AGAIN YOUR COMMERCE STORE. i was transferred to Commerce Delivery department. I was told by Pete (Delivery Department) that on Sundays BARK CHIP PALLETS ARE NOT DELIVERED AS FLAT BEDS TRUCKS DELIVER BARK CHIP PALLETS WHICH ARE NEVER EVER SCHEDULED for Sundays. Pete apologized. Pete did not know WHY I WAS TOLD REPEATEDLY MY ORDER WOULD BE ARRIVING TODAY. I BELIEVE MY CREDIT CARD SHOULD BE REFUNDED THE DELIVERY CHARGE OF $59.00. I was put on hold often for long periods of time. Transferred often back to the store operator to begin again my delivery inquiry. Gvien several times erroneus delivery information. SPENT THE ENTIRE MORNING WAITING FOR A DELIVERY THAT PETE SAID IS NOT SCHEDULED FOR TODAY AS FLAT BEDS ARE NEVER EVER SCHEDULED FOR SUNDAY. PLEASE HONOR MY REQUEST TO REIMBURSE ME FOR THIS VERY TIME CONSUMING SUNDAY non DELIIVERY. Pete said I should call him 7 am tomorrow and he could give me a time frame when to be home for the bark chips. Thanking you in advance for honoring my DELIVERY CHARGE request. You have my phone number on file with the Confirmation Email of May 2nd, Order number 375099006 if you need to call me for more information. Off i go out to kill my weeds before spreading the chips. .KEEPING MY FINGERS AND TOES CROSSED THAT THE PALLET ARE DELIEVERED TOMORROW ON THE FLAT BED. HAVE A NICE DAY. THANK YOU VERY MUCH.

I purchased a riding lawnmower from your Fultondale, AL store on May 02, 2019 and they delivered it on May 03, 2019.
The mower stop working before I could finish half of my yard.
Now I have to wait several days to get it resolved. I am highly disappointed with your product and service.
A disappointed faithful customer.
Larry Batie

I had a scheduled delivery for this morning. They did not show up, call or e-mail. I called the local store in Auburn where I placed the order. Their automated answering service kept taking me in loops. I select delivery option, it rings and rings then go back to main menu. I called the 800 #, she checked and called the Auburn store, then told me they will call you right back and let you know. This was 45 minutes ago and still no idea. I wasted most of my day just waiting. This is a very bad experience. I have lots of things to do. They were very specific on early morning delivery. Well what happened. I am not sure if I will ever go back to Lowe's especially Auburn branch. Home Depot is only few miles from here. I am still waiting. Why do they even have a delivery dedicated option when we call and no body is there? What kind of training do they give their employees. Its up in the air, I don't know if anybody will even read my complaint.

The Havertown store is the worst customer service I have ever witnessed, the Garden section is staffed with just 2 check-out positions while there are long lines of customers left to waiting to be checked out, there are 2 other check -out positions empty and could be used to service the long line of customers. Home Depot has 4 check-out positions that are used to get customers thru and checked-out. Whats the matter with this Manager cant he run a store more efficiently....please RSVP this complaint....

Placed an online order Saturday night. I will not go into the myriad of phone calls I have placed, the time spent on hold, the number of calls that went without anyone picking up the phone (including your customer service line), and the misinformation that I received from your employees. Bottom line is my order has bounced between 2 stores, neither seem to want to deliver the product to my house even though I paid the delivery fee. I just cancelled order number 374503723. This is not the first issue I have had with your store in Slidell with regards to extremely poor service, actually rude service. I will leave my number for anyone who cares. This is a first for me, having been in retail all my life I certainly understand that retail can be very difficult and it is hard on store level employees, BUT! We are the life blood of your Company and should be treated fairly and with respect, certainly when we have done nothing to offend. You have just lost a customer to Home Depot...……….Brad Jenkins 214-675-6954.

I purchased carpet and wood flooring from Lowes for my second floor. As a result of banging on my second floor there were many nail pops on my first floor ceiling. To fix the nail pops and paint the ceiling it would cost $600. Lowes REFUSED to pay for repair and painting of my ceiling. They suggested that they would provide the paint for the ceiling but that was it.

The flooring manager at the time indicated that he would reimburse me for the painting. However, after following up with the Installation Manager, he indicated that the store Manager would not honor the reimbursement. The Installation Manager then indicated he would follow up and get back to me. He NEVER got back with me. I called again and asked to speak with the Store Manager directly, however, she was on leave at the time. I spoke with an Assistant Manager and explained everything. She said she would speak with the interim Store Manager and get back with me. AGAIN - she NEVER got back with me.

I am extremely frustrated with the inadequate customer care and lack of communication from this company.

All I am asking for is to paint my ceiling which was fine before this process began.

We were shopping your Carrollton TX location this past Saturday. We were going to purchase many items until we arrived at the check out line. The Store has 30 plus customers standing in line waiting to be checked out. The Store had 2 registers opened. Several employees were walking around but would never made eye contact with the customers. I ask management if more registers could be opened to avoid the long wait in checking out. I was told...its been like this the entire day. No additional registers were opened, therefore, we left the basket of items we were going to purchase standing in the isle and drove to Home Depot. Home Depot had several customers as well with no waiting. Several registers opened along with Self Check Out..
Your managers at the Carrollton location on George Bush and Old Denton could care less..
Thank You,
DBrown

On 4/18/2019 I order three picnic tables for an event on 4/27/19. I paid for the table to be assemble, $30.00. I was told to go on Saturday to pick up. I paid someone with a truck to pick up. The worker at Lowes informed him that they could not find the order. We wait and on Friday April 26,2019 he want to pick up and the order was not ready. I called and spoke with Ms. Nikita (very professional), she could not find the order but she spoke with a manager and assured me that the table will be ready for 4/27 they day of the event. I told her we will pick it up on the 4/28 since I did not have a way a transportation. I hired again the person to pick up the tables for Monday April 29. 2019. The person showed up at Lowes located in Conyers, NO PICNIC TABLES. Finally they found two and could not find the keys to take the locks off the table. My worker left.

What is going on with Lowes Conyers?

I bought a floor in Lowe's vinyl the salesman that took care of us Larry marshel sold us the wrong underlayment he sold us underlayment for pergola floor due to that our floor is sinking in they will not give us the money 714. 95 we had to buy a second floor cost us
240.70 can you help us ty.

I’m terribly upset, I’ve shopped with Lowes for over 25 years just about on a daily based. I was in Lowes in wise va my hometown store and they had a generic generator on clearance. I came home, my truck was full of multch and also to talk to my wife. We talked no later than 10 min and I called Lowes back we live 20 25 min from the store and I had a previous engagement so when I called I first spoke to John In lawn and garden l told him I would like to purchase the generator with a credit card. He gave me the numbers to use when I spoke to customer service. I spoke to a young lady and explained I like to purchase the generator and pay for it on a credit card. She said she could not take a credit card over the phone. I than asked her if she could put a hold on it until the following day (Sunday) she asked for my name and said she would have John put a hold on the generator. Well when I came in to pay for it John had sold it that morning I talked to the store manager (josh) I think and very rudely he said there was nothing that could be done they don’t hold clearance items. Had I been told that I could have made special arrangements to go in and pay for the generator. I really think Lowes owes me a 22kw generator for the clearance price of $2,484.62
Thank you I will be awaiting to here from you
Billy J Hogg Sr

I received your new flyer on April 25th. You have on sale a Sliding glass door with blinds inside. Model #'s 331806 and 331813. I checked at my Lowes in Hamburg NY and it said they were out of them. I then proceeded to check others store and all of them were out. How can this be. Isn't this FALSE ADVERTISING? When I opened up a chat with someone on line, he proceeded to tell to go to the store and see if they would be willing to order one. He then proceeded to IGNORE me and kept coming back saying I will be right with you. As the minutes ticked by, I would get another message saying I am sorry but I will be right with you. Then minutes ticked by and another showed up. I am really turned off about the flyer you put out and the lack of customer attention I got. I find it hard to believe that a day after the flyer came out that you sold out in a day. I took screen shots off my phone from my discussions with the customer service person of yours and the flyer and I am sending it to the AG.

1. According to Lowe's manager, asking an employee to hold a cart full of merchandise for a few minutes so a customer can go get a wallet is standard for Lowe's. I asked for this consideration, was told that it would be held. Came back in a few minutes and the cart and contents was gone. So I had to start shopping all over.
2. At check out I purchased several items along with several bags of yard soil to be picked up in a drive-thru service area. The check out was cumbersome as there was not any listing source of soil products or pricing available. A printed product should have been clearly placed at the check out counter. Later I was told by a manager this information had been on display, but it sure wasn't when I checked out. The cashier couldn't find the printout either. When the store manager was asked about why someone hadn't reported the printout was missing there was not a reasonable answer. When asked why there weren't more copies available for clerks to put up, there was not a reasonable answer.
3. When going through the drive thru area to pick up the soil products the attendee noted that the products had not been available for several days. Asked if there was a substitute and the answer was "NO", there was not anything that could be provided as a substitute. When asked why I was allowed to purchase the soil products the attendee did not have an answer.
4. Went to customer service and explained the situation and asked to address this with a manager. Discussed this whole situation. Asked the store manager why the soil product was sold? He informed me the soil vendor had failed to deliver the product. When asked why the product was still being sold, he noted there had been an effort to remove product from the electronic sales tools that are used, but that not anyone would and that nothing had been done otherwise to remove the product from the sales options at check out. WHY?
When asked why the attendees didn't have authority to provide a suitable alternative to avoid ill feelings and address the Lowe's shortfalls, the manager said that is not how things work. And, that this is a time of year of significant theft of product. Mind you, I made the effort to make a purchase in good faith without seeing the product in the fenced area.
The manager offered to provide a refund which was the least he could do. He offered to provide a 20% discount when the product arrived. I informed him that I would not be visiting Lowe's for a long time.

Now tell me WHY would I should do business in Lowe's in the future? Lowe's has a lot of things to correct to ensure good business practices are implemented and followed providing good customer service.

You do not have authorization from me to share my contact information or send other messages or mailings or solicitations, except in response to this Lowe's failure.

We ordered a security door from Lowes on Thunderbird in Phoenix, AZ. At store person came to take measurements. We specified the door we wanted by pointing to the door style we already had in another location. We specified the door knobs we wanted. When we picked up the door knobs they were not what we requested. We easily changed them. It took many weeks for the security doors to arrive. We were told they would come one week but it was the next week. We scheduled the installation. The installer had problems with an earlier installation and never notified us we would not be installed that day. We rescheduled. When the installer arrived, it was not the door we had ordered. We were told we could refuse and it would take weeks to get the order redone. That was not an option for us so we had the doors installed. Not happy. Will not trust Lowe's again. Will inform friends of our experience.

I ordered online a trash compactor on April 7, 2019. I have called the Roseburg Oregon store numerous times regarding when they will get it. I was finally told April 22 2019. It still has not been delivered to the Roseburg store and when I contacted them again today, I was told it could be up to 7 more days. Meanwhile, we have a gaping hole in our kitchen, company over for Easter....not a good look. I am very disappointed in Lowes. I would hesitate to order anything online again and would not recommend that my friends and family do either.

Donna Prowell
541-679-8613.

I bought a dishwasher and they told me even wrote in my paper work that it would be delivered and installed said we would be receiving a call in a day or two to set up install appointment three days later the day before it was to be installed we called the number on paper work and they told us they didn't even have the unit yet but when we purchased they asked us if we was taking it with is or delivery the service line person who was a total butt hole said the sales person shouldn't have told us a date or wrote it on the paperwork they acted like they didn't care at all so I asked to speak with a manager on the service line and it was the same he didn't give a fu_k to so I asked for a refund and am waiting on a call to get my money back will never repeat never buy anything from lowes again thanks for nothing the whole thought of sales is to be honest with the customer not tell them what it takes to get the money then treat them like crap later

I placed online purchase order # 371427574 that was completed on 3/25/2019. When the items were delivered to my condominium in Renton, WA we discovered that the 20.4 cu-ft. refrigerator [Item #: 852902] was too tall. I contacted the Renton store and asked that the refrigerator be returned to the store and replaced with a shorter 18-cu ft. refrigerator [Item #: 852888]. On 3/27/2019 the refrigerators were swapped out.

My first concern is that I have not received a $656.10 refund for the returned 20.4 cu-ft, refrigerator.

Second, the replacement refrigerator arrived with a dent in the door. I contacted Lowes Renton who indicated they had a replacement door in stock, but could not deliver it for more than one week. With Lowes Renton's agreement my agent returned the dented door and picked up the new door. The transaction cost me over $100.00 to conclude.

On an early contact with Lowes Renton, they promised a discount for the dented refrigerator but I did not receive that! I have contacted Lowes Renton on multiple occasions and to date have only been told that they are waiting for information from their own pickup and delivery department.

I have been a customer of Lowes for many years and have never experienced such a poor response on issues. I don't complain much because until this issue, there have been no concerns for otherwise exception service from Lowes.

I am requesting your assistance to investigate and resolve the concerns that I have. I will be satisfied with the refund as noted and also a discount on the damaged item.

Your assistance is appreciated.

Herbert A. Stewart
herbstew@msn.com
937-546-9139 (cell)

2 roofing jobs , started Nov 2017 . Jobs were both very poor craftsmanship . I just made my last payment of a 20,000$ charge. The roofs are still not right . I’ve spoken to cooperate 3 times and they say they will call back and never do . I’m very displeased with the job s.
This will be the second summer I will be trying to get them to correct things. They never vented the one roof, the water has run down the side of the house due to miss rehanging of the gutters now for 18 months . The front porch ices up after replacing the the front roof. The list goes on and on.

I am a licensed contractor/electrician and frequently shop at Lowes' in Seaford, DE & Salisbury, MD. This evening 4/23/19, I shopped at Lowe's in Seaford, DE. I could not get checked out with my items - all self check outs were down[red lights flashing] @7:00 pm. I asked the clerk standing at the doorway if she could check me out she said "NO"! So I put my items down and walked out of the store, I can shop at Home Depot and by the way I have never had an issue like this before at Home Depot nor have I had any issues previously at Lowe's like this happen.

Purchased Magtag washer and dryer from Lowes about 3 years ago. Needed servicing on both, was covered by extended warrenty I wisely bought. Made appointment through lowes for a company called Mr. Appliance. I had to take the day off from work as they could not give me a time frame (morning or afternoon) until that morning at 9:00 am. After calling at 9:00 was told they would be there by 11:30. An hour later, the service person showed up. Was also told they would call before arriving. That didn't happen, he just showed up.Service person came, found the problem and told me the parts would be ordered. 3 weeks later, I still had not heard from them. Called one day and was told they would call me back. They never did. Called again 2 days later, was put on hold while they called parts dept. Rep got back on phone and said no one in parts dept was picking up. Was told she would call be back.She did not. So this morning I had to call Lowes who then called Mr Appliance and now finally they said part would be in 3 days. (I think never ordered the parts to begin with). Now back to trying to schedule appt for them to come. Well, they only work Mon - Fri 9:00 to 5:00. So once again, I am forced to lose another days pay waiting for them. Was told the computer does the scheduling so I won't even know a time frame until after 9:00 that morning as to when they would come. Lesson learned: NEVER BUY APPLIANCES THROUGH LOWES. Extremely disgusted customer.

Wish Mr. Marvin Elliott would go to the Only At Lowes facebook pag and read what the employees really ahve to say about all the changes that are being made! Employee morale is at an all time low and good, dedicated employees are so frustrated nd leaving.

Bought rose bulbs last year at millsboro store 50 of them for $20 only one came up took picture was told by store manager to dig the 49 up that didn’t bloom and bring back have bad back spent $20 to have a landscaper plant them for me drove up there 30 minutes back and forth they said too bad please advise

We have been doing business with Lowes for years. My complaint is concerning our delivery today. with a 12:00-4pm delivery. The delivery person called at 7:30 this morning and said I will be there in 15 minutes. and I advised him my husband was in a wheel chair and was not up yet. he needed to give me 390 minutes and then he came at 8:30.
Why give us a window if you are going to change your mind and just deliver when you want. The delivery person was so ugly and unprofessional and would not give me his name. We ask for help transporting insulation to a building and be said he did not need to help us. So my husband from a Wheel chair attempted to deliver the Insulation to the building. I carried 2 rolls and my husband carried 1 and then finally over guilt the delivery person started carrying insulation. There is supposed to be a storm today and our products were supposed to have been delivered on Tuesday or Wednesday this past week. There was absolutely no reason for the delivery person to be ugly. He was in the wrong and we were at a loss.
He has been ugly with us before with a contractor and acted the same way . He had parked in a church yard across the street at 10:30 on a Sunday and we were on our way to Church and he bought our products. and the Church was not pleased with his actions. So again he was a hot head.
This delivery person's name was Pete. There has got to be a better route than this for customer service.

I was approved for a lowe s card on 4/19/19. I went to Strongsville Loses and inquired about a Husqavarva Riding lawn mower. The sales guy said he just got stuff off the shelves and delivery would be 3weeks. Asked a manager, who got me help. A $1499 lawn tractor and a $429 Whirlpool dishwasher was written up to be deliver April 30. I was approved for 6 month 0% financing. Total $2129. I was told to go to the register and give my name After being at Lowe's for over an hour i went to register and was asked for my credit card. I said I was just approve d he said I can't help you here! I was already at the service desk for 20 minutes! Please please cancel my credit with Lowes. I will never walk into Lowe's again! Very very disappointed.Maureen J. Clark 22437 Jonathan Dr, Strongsville, Ohio 44149

Initially, I have no date to explain stopping by the Columbus, Ohio store in Whitehall to look at washing/dryer machines. I liked the prices ($699 each) and decided I would definitely purchase a pair, at that store. The young man I spoke with was courteous, walked with me, listened to my concerns and provided me with three printouts of w/d pairs that met my specifications. I was so amazed at his friendliness and expressed my thanks for a seldom seen customer service approach. My thankfulness ended at that moment. I went home to review my printouts and research the products. On 16 April 2019, I decided to purchase my choice. I stopped by the store, but no one was in appliances. I asked a female in paints for assistance. I noticed her hands were very grimy and continued with the purchase. She yelled at a man on machinery "Cator" to assist her with the transaction. He informed me I needed new water hoses for Lowe's liability and recommended stainless steel. I said okay. She asked me if I had existing duct work; I said yes. He asked if I had 3 or 4 prong dryer outlet. I did not know. He said for me to call the store when I have that information. I said okay. He asked about extended warranties; I said yes. He recommended at least 3 years; I said that would be fine. The transaction ended at $1,751.31. Later that day, I called the store to inform that I have a 3 prong dryer outlet. I did not get the first person's name (because again I felt this was a routine call). The person sounded busy and I was having problems hearing him because of beeping machinery. He yelled to someone that I could not hear, but the beeping continued. He asked me who was my salesman. I said I did not know; no one introduced themselves to me. He looked up my order and informed me Eric Cator was my salesman and that he was away and for me to call back. I said okay. I felt his customer service approach was questionable and called back and asked to talk to the store manager. I talked to Darryl and he pulled up my order and said I would also need new duct work. I explained no one told me that. He tried to reach Eric Cator and said he was not available and would leave him a message to return my call. I'm beginning to feel concerned about how this transaction was being handled. I called the store again and was disconnected after being transferred to Eric Cator. I called again and talked with Eric Cator. After discussing the price of the 3 prong dryer cord and dryer vent, Eric Cator hung up on me. I had another question. I called the store again and was put on hold for a long time before a "Sheila Jones" was reached. By this time, I'm very upset. I will admit I began to use profanity. As I was describing the situation, she begins to time me. "I've talked to you for 15 min, 30 min, 45 min"... what do you want? I'm so upset about the treatment I'd received, I said cancel the purchase. Then another dilemma began, She was determined to refund me one price $15??.00 I told her that was not the refund amount. My receipt shows $1751.31. She tells someone to get her the receipt I was looking at. She continues to say the refund amount incorrectly. She tells me how much of her time I have taken up. We ended the call. I decided to go to the store with my receipt. I went to appliance and saw a female. She asked could she help. I am very upset, at this point. I began to cry while trying to explain the situation. I saw Eric Cator and told the lady he hung up on me. She gestures to him to leave and continue doing what he was doing. She motions to me to go the customer service desk and said I would not give her a chance to talk. I said okay, let's go the patio furniture and do it her way. While I sat waiting, another female appears. She is Sheila Jones. She asked the other female if she had given me the return receipts. I expressed handing me an envelope was not a good resolution. I opened the envelope and determined the amount was not the correct amount. Sheila Jones took my receipt from my hand. I said for her not to take my receipt. She took it to the customer service desk and told them to issue me a third return receipt for the warranties. I tapped her on her left shoulder to express the correct amount. She responded (while customers are watching) with "don't put your hands on me". I backed up to the light bulb section. She then turned to me, gave me the third receipt and said, "You do the math" and left. I went back to patio to make sure the correct amount had been refunded to me and left the store.

I wanted to applaud the customer service at the Hanover Lowes. I had some concerns about a purchase and throughout the process of correcting the problem, I have felt real concern for my situation and a desire to make it right. This is extraordinary and exemplary. I compliment Anna, manager; Dave, appliance department; and Connie, returns. The good will that they generate is your best product and will bring me back to Lowes for my major appliance purchases. I will share my experience with my friends and neighbors. Thank You

Incident # 1-28969550610 Please read. Finally received a call from asst. mgr. Millsboro DE store. After at least 3 attempts to delivery 3,000.worth of appliances, mgr. now informs me that the refrigerator is not in store. It was in store, received a call from sales clerk Roger it was received. NOW not in store. This is has been an absolute nightmare, I will inform all owners in our condo assoc. 48 units of your terrible customer service. There should be a place for 0 stars. Still have not received appliances, need to revisit third party delivery to accommodate customers.

I purchased a refrigerator on 3-19-19, transaction 79002430, and this is the way it has gone:
1. First refrigerator delivered on 4-7-19, damaged refused and requested replacement
2. on Friday 4-12-19 I checked on it since I was at Lowes and was told it was in and to be delivered on 4-14-19, I asked o move it from Sunday to another date. I asked the sales person Anthony to move it to the Wednesday date.
3. Was called on 4-16-19 for delivery on 4-17-19
4. On 4-17-19 received a call stating that the refrigerator was not in to be brought out to me but was "suppose" to be in by end of week.
I have not had the courtesy from Lowes of Orangeburg SC of receiving a call letting me know any of the things that have taken place but according to the conversation on 4-12, the refrigerator was on hand and to be delivered, here I am still waiting on the delivery. It's like I am just to wait and do the best I can to get the merchandise at the Orangeburg stores convenience of getting it to me. I think some one needs to step up and take charge of getting me my refrigerator immediately even if it cost Lowes overtime for the aggravation I have had because of no one letting me know what has taken place.

Went into Lowes store in Carencro store to exchange cordless drill driver set. This Kobalt set had a life time warranty. Lowes has exchanged it several times over the last few years with no problem, no questions asked. If only 1 tool within the set broke, the complet set was exchanged. Not this time. The returns sales person immediately gave me the number to call Kobalt myself. After being on hold ten minutes or so , they told me it had only 30 or 60 day warranty. None in stock. She asked me to find a Lowes manager that she could talk to. I handed my phone to manager, but she really didn’t want to get involved. They spoke several seconds, and told sales clerk to find item number of my set on the computer. We did. Kobalt didn’t honor the warranty and Lowes supervisor walked away. I found her a few isles away trying to avoid me. She said nothing she could do and walked away. Seems like Lowes is more interested in selling Craftsman and abandoned Kobalt and honoring warranty. I always shop Lowes, not Home Depot. I use Lowes for my business and rentals. Very disappointed in Lowes. I have never seen a don’t care attitude like this ever from Lowes.

I bought a 5 year protection plan from Lowe's on my washer and dryer purchase. Each time my wife called to request a service on the dryer, the representative wouldn't make the appointment without additional information; ie, the serial number, then they argued with her that the serial number wasn't the right serial number, stating it was "policy", and "there has to be a letter at the end". These protection plans are purchased by the customer; not the protection plan representative. We went into the store, and the salesman that I purchased the washer and dryer from was able to pull up in his computer the date of the sale, and all the information on the five year plan I purchased. These ladies..Patricia and can't remember the other one...have no business calling my wife a liar that she isn't giving them the proper information. If you want folks to continue buying products from your store and purchasing these extra items, it would be in your best interest to have the technician get the specific information you want, rather than the paying customer doing the work for you, especially if you aren't going to take the information given. If the store sales clerk can pull up all the information, what's up with these ladies? Both times were bad experiences with very rude technicians. I personally will now make Lowe's my last store to shop for products, and will be sure to spread the word about your protection plans.

I ordered a gas range on Lowes online on 4/6/2019. I got text message from Lowe's that it will be delivered on Sunday 4/14/2019, then I got a call on 4/14 afternoon, they said the range were overbooked, they did not have any on hands, so rescheduled to Monday 4/15/2019 between 3pm and 7pm delivery, and I also received the confirmation text message too about the schedule. Then we waited after 7pm EST on 4/15/2019 MOnday, no call, no delivery. I called back to ask about it. A moment later they called me back, said it was scheduled tomorrow 4/16/2019. I am very disappointed at Lowe's delivery service, not surprised a lot customer complained about it online. I actually have been appreciative their customer services overall in store and a big fan of Lowe's. They are friendly, always ready for help, easy to return any items, etc. But delivery service is a weak spot they really need to improve. If such issue keep happening, I will definitely consider to go for other stores to order online.

Ordering online. DON'T DO IT!!!!!!!!! I have had two bad experiences. After the first one, I gave Lowes the benefit of the doubt. After this time(2nd time), I definitely will over look Lowes with any more needs. The first time, I ordered a gas water heater for store pickup. If they don't have it in stock, it takes forever. Lowes finally sent me an email that it was in and ready to be picked up. When we got there, we went to the online order counter and let them know that we were there to pick up our order. 30-45 minutes later, we were told that they didn't have it and to come back the next day. I asked if they had any gas water heaters in stock that we could look at. They said yes, so we went and looked and low and behold we found the gas water heater that we had ordered! The second time, I ordered(3-17-2019) an upright freezer for delivery and to pick up the old one. On 3-28-2019 I received an email that my delivery date would be Sunday 3-31-2019 between 8AM and 8PM. I called and said that I would only be available after 2pm, and they noted that. Sunday 3-31-2019 at 9am, they said that they wouldn't be able to deliver until after 9pm, so they wanted to reschedule. So it was set up to be delivered on 4-4-2019 after 4:30pm. I had to call and found out that they thought that it was delivered on 3-31-2019. Since it was NOT delivered, they scheduled it for 4-9-2019. On 4-9-2019, I received a call saying that the driver was sick and they could deliver on 4-13-2019. We finally received it! It was delivered unboxed, even though I stated that it was going in the garage. It had marks on the back, cardboard rear vent that was pushed in with a coolant line visible, and when I removed the front plastic vent cover, the metal was bent. For paying over $700(including tax and old pickup), I felt cheated. Not to mention almost a month wait to receive it.

Hello. My name is James McCrory. I am 66. I live in Mont Belvieu, Tx near Baytown, Tx. My
Lowes did not have the lumber I needed, so I drove to the Webster store at 19225 Gulf
Freeway - Store 0651. I wanted to purchase an 8' 2"X4" cedar board. I am in a sedan and
needed it cut in 2 pieces. I was instructed by store personnel that the store policy was not to
cut the board. I have shopped in Lowes and Home Depot since both started to do business in
this area and have spent Thousands of dollars betweed the two. They have both always cut
lumber when I needed it cut. My Home Depot in Baytown has a station set up for customers
to use to make such cuts. I asked the checker to contact the store manager and ask if he
could make the cut. Manager Felicia (no last name would be provided) told the teller store
policy would not allow this. So I went to the car for a piece of paper and pen and called the store
operator who transferred me to someone other than Felicia. I was told that the store would
not provide me her last name. I explained that I need to contact your corporate office and
needed the info. After not being supplied the info, I explained that the person I was speaking
to could be responsible at which time I found him to be the store manager. He said his name was
Robert Viser and that his name was on the receipt. He was the store manager. He asked that I
meet him in front of the store and that the cut would be made. He said that in the future if I needed
a cut to contact store management. I said that would not be necessary because the policy was bad
and needed to be changed. And that I was one of many customers who needed this service. I have s
spoken to other Lowes employees in other stores. They do make cuts. Some are free and some make
the first cut free and then charge $0.25 cents per cut afterwards. So, what is the corporate policy in
regards to this issue? Surely, this is an inexpensive form of advertisement. You did not respond to my
first complaint. Please take time to respond to this one.

Sincerely,

James McCrory

My first complaint was issued shortly after my visit to Lowes on 3-31-19.

I buy lots of home improvement items from Lowe's each year, even weekly in the spring and summer months. You employ some really knowledgeable people, but you also employ people that don't have any knowledge about the department they are working in. Your employees need training. It is very aggravating and time consuming to have to look for everything I need by myself, I come to Lowe's not only to buy merchandise, but for some help, expertise and courtesy of the employees knowing their job.
Some employees do not know their job, and only are looking forward to their break and going home. I know that is probably hard to find qualified employees, but if you train them and pay them then they will make you good employees.
I taught school for 30 years, it is hard work to train people, but you have to do it, if you expect performance.

I recently contacted the store and spoke to a representative whom answered the phone and told me to hold on. I held on for nearly 10 minutes before the representative returned to the phone. After coming to the phone to assist me I gave the rep the item # I was inquiring about and she had a very nasty attitude. Assistance from her was not completed or granted due to conversation ended. So I called back to the store and someone answered the phone and did not say anything just put me on hold. So I called from a different phone number then asked to speak to a manager. I spoke to Ms. Cassie whom attitude also sucked. It's like she was not understanding what I was saying and begin getting louder on the phone. So I just told her I will come in the store. I can't believe it the customer service today was just poor. I make a lot of purchases with Lowe's due to my renovation project. The item I was inquiring about was 148422 model # DB18 and item # 336300 model #33 DB18. I am just disappointed that I could not speak to someone in reference to this product to get more information on pricing and availability. This item is needed to complete my home project. And to top it all off...I wanted to get it from the store I love shopping at LOWE'S. I am at this store nearly every other weekend for something. You can contact me via email or mobile # 214 677 8607. My mailing address is P O Box 153 Hutchins, Tx 75141. Thank You.

The countertop was too long so they cut a hole in my window frame to accommodate the extra length, They could have cut the unfinished edge that went against the stove and left my window alone. They also installed my countertop in two pieces. The problem was they used two different stones to piece together,
This cost me a lot of money and I regret signing the paper that I was satisfied because I wasn't I just wanted them out of my house. Hopefully you will re consider and fix my problem before I tell too many people about the horrible work they did.

On March 26, 2019, my husband and I purchased a washing machine and a refrigerator from the Lowes store in Lewisburg, WV. The salesman was VERY helpful and nice. We have bought several appliances at Lowes in Lewisburg, WV in the past and have had the same salesman and have been VERY well pleased. My complaint is NOT with the salesman but with the delivery service. The appliances were not in stock, therefore they had to be ordered and delivered. We were told by the salesman that they no longer use Lowes drivers that delivered directly, that it was a third party delivery from XPO or EXPO (??). He also said that they were having problems with the drivers but the current ones they had were a little better. We had heard that this was the case. Lowes had contracted with a third party in order to save money and that the drivers were now Mexican and could not speak English. In the past we have never had a problem with delivery so we agreed to have our appliances delivered.
We were told by the salesman that our appliances would be delivered on Friday, April 5, 2019 and that we would receive a phone call to confirm.
We did receive and automated phone call (in the past it was a real person that called) that the appliances would be delivered on 4/5/19 from 12:00 to 6:00 p.m. I tool 1/2 day off of work in order to be home when they were delivered. NO APPLIANCES WERE DELIVERED AND NO PHONE CALL. Later that evening, we received another automated call that they appliances would be delivered on Saturday 4/6/19, so my husband stayed home all day on Saturday. NO APPLIANCES WERE DELIVERED. Later Saturday evening, we received another automated phone call saying that the appliances would be delivered on Sunday. We knew that would not happen. On Monday, I called the Lewisburg Lowes store and spoke with a manager and he guaranteed me that it would be delivered on Tuesday 4/9/19. We also received an automated call saying that it would be delivered on Tuesday. AGAIN, NO APPLIANCES WERE DELIVERED AND NO PHONE CALL AS TO WHY THEY DID NOT COME. I called the Lewisburg Lowes store AGAIN on Wednesday 4/10/19 and spoke with a manager who told me that our appliances were on the truck but they were brought back to the store. THIS IS NOT ACCEPTABLE. IF YOU THINK THAT YOU ARE SAVING MONEY BY HIRING A CHEAPER DELIVERY COMPANY YOU ARE WRONG. I HAVE SPOKEN WITH SEVERAL OTHER PEOPLE AND THEY ARE VERY DISSATISFIED WITH THE DELIVERY SERVICE ALSO. I FEEL THAT YOU WILL LOSE SEVERAL CUSTOMERS BECAUSE OF THIS. THERE IS NO REASON WHY THE APPLIANCES SHOULD NOT HAVE BEEN DELIVERED ON THE FIRST DATE OF 4/5/19. Luckily, my refrigerator was not broken and I could still use it. What if I did not have a refrigerator and was keeping all of my cold items in a cooler, waiting on the refrigerator to be delivered???? THIS FRIDAY WILL BE ONE WEEK AFTER THE ORIGINAL SCHEDULED DELIVERY. THIS IS UNEXCUSABLE. ON 4/11/19 I AM PERSONALLY GOING TO THE LEWISBURG LOWES STORE AND GETTING MY MONEY BACK, AS THE APPLIANCES WERE CHARGED ON OUR CREDIT CARD AND IT HAS ALREADY BEEN PROCESSED. AT THIS POINT, I FEEL THAT THE REFUND MAY NOT EVEN BE PROCESSED RIGHT. WE WILL NEVER BUY ANY THING FROM LOWES AGAIN AND I WILL MAKE IT A POINT TO TELL OTHER PEOPLE NOT TO SHOP THERE ALSO AND TELL AS MANY PEOPLE AS I CAN ABOUT THIS EXPERIENCE. I AM ALSO FILING A COMPLAINT WITH THE BETTER BUSINESS BUREAU.

Terre Haute 0215 Store Manager

I was hoping to hear back from you regarding my experience in your store and i never did.

My wife and I purchased brand new cabinets and countertops right after Thanksgiven 2018 and was hoping to begin work at the beginning of the year. January came and we never heard from Lowes regarding our cabinet delivery and around the middle of January we contacted the cabinet department and was informed that they would follow up with our order. Again a couple of weeks went by and after emailing nothing was communicated and we contacted our representative again via phone and this time we was told to contact diamond directly. I called diamond only to be told that our cabniets were released into production three weeks late and that they would not be finished until Febuary. At this point our project was already over schedule by a month. Our cabinets arrived around 05Feb19. Mr. Trifone did a wonderful job assisting us at this point and was able to compensate my family for the extreme delay.

Our contractor was able to get the base cabinets set and we noticed that the 15" base cabinet was the wrong style and we informed our representative about the mistake and we were told that it would be 14-21 days for a replacement. The countertop company measured around 21Feb19 and we were hoping to have the base switched out prior to the counter top install. Once again nothing was communicated by our representative. The countertops were installed around 07Mar19. After being behind almost 3 months we moved forward with our project to restore functionality and normalcy in our household. Also per the receipt we had paid for the cabinet that was delivered vise the style we originally wanted was approximately 200 dollars lower.

Around 12FEB19 I placed an order for 12 12" pulls to have delivered to my physical address and they were supposed to arrive around 13Mar19 as per my representative. I was in store approximately 10Mar19 to pick up couple of items that i ordered online only to be informed that my pulls were in store and had been there for two weeks with zero communication from my representative. Upon opening the box I discovered that 5 of the pulls were wrong and had to be reordered. Yet again another delay for the long over due targeted date of the kitchen project.

My kitchen project was completed around the 20th of March. I tried reaching out to you just to let you know that the overall customer service experience after purchasing over $16K worth of cabinets, and countertops was unacceptable and failed all expectations.

My wife received a phone call on 05APR19 about a cabinet pickup even after i communicated to our representative back on 19Mar19 that we were finished. Once again this shows a lack of communication on their end.

My intention in addressing this to you is to inform you over my overall experience with the cabinet department and all the numerous delays with the products ordered. I feel like you should be made aware of the poor experience and hopefully this experience won't happen to the next customer who places an order.

This was the worst experience i have ever had with Lowes Terre Haute.

thank you for your time

On March 8th we went to your Mission Valley store and spent over $1000, we were remodeling a bathroom That night it took over 45 minutes looking for half inch Durarock boards. I talked to 2 people and they said they had 41 in stock. I was sent from one side of the store to the other only to be told to go back to where I just came from. I said those guys sent me here and we checked and there was empty shelves in their department.
That was the first mistake! I was told 5 days for delivery of the shower pan. We received it on the 19th and it was 2 inches too narrow. We needed one 54 inches by 34. we got 54 by 32. So I had to redirect the drain. It took 25 calls and 153 minutes on the phone to get this issue resolved. The delivery dept. answered the phone only once out of countless calls. After trying to reach them I would talk to the operator. Jacquelin was very helpful. she contacted someone in delivery and said they would call back. They never did. I was also told someone in plumbing would call back they never did. Everyone looked in the computer and said the vendor had fill the request on the 11th. Then I was told Saturday and Sunday don't count. There was four days lost! When the time came to start with the shower surround I went to cut the glass bricks with my brand new wet saw and it was defective. The blade would move up and down and side to side making it useless. By the time I went back to the store and returned it was another day lost. It took over an hour to get this done in your store. When we bought the glass bricks for the walls we cleared out the bins in the isle. That was early in the month. I was back several times and the bins in the isle were never restocked so we had to get someone to get them from where they kept them up high. And we had to wait until someone was available to fetch them. They also sold me items I couldn't use like a tile cutter and tile nippers you can't use on glass tiles. The hand tools were spread all over the racks so you couldn't see how much they cost. This condition was never fixed during the whole month. I'm sure it's the same way today. I will say there a few people who are good at their jobs. Nick the manager who refunded the cost of the shower pan Jacquelin the operator, Chris who did eventually find the pan and Amazing Amanda! Who was there to help me pick up the shower pan. Also Alfonso and Ed. As for the people in delivery, Hang them all. When we did pick up the pan my wife saw a paper that inferred the pan was delivered on the 13th of the month. I told Nick I would never darken their door again. I ended up purchasing the Dura rock and other things at the Home Depot in Mira Mesa. I bought my son a couple hundred dollars worth of Milwaukee battery tools and other things to finish the job. I even opened a charge account with them. That is what your store in Mission Valley did for me.
I would appreciate some kind of response to this e-mail, but if this place is run like the Mission Valley store I won't hold my breath. If I don't hear from you I'll think you wouldn't mind my posting this on Yelp. Thank you for your time. Russell McCreary Union Missouri.

In August 2018 I purchased a Pella bay window and four Pella basement windows,. The bay window, installed in January, was installed improperly and leaked. The 4 basement windows were installed March1. They don't open, and are not even Pella windows, which I believe is fraud. A Pella representative has come to inspect their window and concluded the window is sound and that installation is the problem. Another Lowe's contractor has come to inspect installation and agrees bay window was improperly installed. I have been patiently trying to work with customer service, but that is difficult when they don't answer the phone or return calls. I need 5 new windows or my money back. I spent $6,395 for product and service, and have yet to receive either with satisfaction. In the past I have purchased 2 doors and kitchen windows, and have been completely satisfied with the experience and products. This experience has brought nothing but frustration.