Lowe's Home Improvement - Corporate Office — Local services in Mooresville

Edited on 8/20/2024: I just wanted to add an additional comment regarding Lowe's. In looking through this list of reviews I noticed Lowe's Corporate does not respond with any offer to assist the customers who spend their hard earned money at Lowe's. I'm beginning to understand why they just announced disappointing earnings. Folks are going elsewhere to places who appreciate them as customers. I would love to see Lowe's reach out and show they actually do appreciate their customers. I've certainly included enough info for them to do so. That's my rant for today as a customer just trying to be treated well by large corporate companies...

With the disappointing earning they just announced Disappointed is all I can say. I recently WALKED into the Middletown store in Langhorne PA, 8/16/2024, and initiated the purchase of a new storm door with installation. The floor salesman was excellent. He explained the process and I purchased the $35 measurement service for the installer to come out and measure/estimate the job, order # ending in 50198/Project # 824281480. Lowe's UHS Contracting LLC reached out on 8/19/2024 to set up my measurement appointment for the 21st. So far so good. Later that day on the 19th I receive an email stating my order has been cancelled and my $35.00 refunded. I was very confused at this and reached out to Lowe's Installation Services at the number provided in the email. I explained my situation and the associate told me they had to transfer me to another area to assist. I then spoke to the new individual who told me they saw the order cancellation but could determine why it was cancelled as there were no notes to explain the reasoning. They suggested I travel back to the store and start over again. I found this unacceptable as it was nothing I did to prompt the cancellation. He then suggested that he transfer me to the millwork area at the Middletown store # 1572 and talk to them about the issue. I said sure and rather than getting transferred to the store I was transferred to an automated survey system wanting to know how my recent interaction went??? (Not very well at this point). I then called the store directly and was transferred from a customer service associate to someone in fullfillment(i think). They looked up my order and saw it was cancelled by a Diane without very much explanation as to why. I was told they would research this and get back to me with a reason and solution today. After waiting 2 hours I called the store to follow up and was transferred around the store with no one picking up the phone that could help me. I requested to speak to the store manager and was passed along to the assistant store manager instead. After running through my story again. She said she also could not explain fully what transpired but it appeared that somehow the Bensalem PA store became involved and the installer told the Middletown store to cancel my order. The assistant manager then wanted ME to reach out to another installation services team to see if they could explain what happened. She said there was nothing she could do as their system showed my order as cancelled / closed!!! Quite frankly, this amazed me that she was washing her hands of it at that point. No one took ownership of my issue! Where's the customer service. I walked into the Middletown store on the 16th and placed an order and then someone at this store just goes ahead and cancels my order because some installer told them to. And now I have to do all the scrambling to fix it? I told the manager I honestly didn't care about all that but just want my original order re-entered so the measurer could still come out on Wednesday. Couldn't even do that. Told me I'd have to travel to the store and start from scratch.... Told her just to leave everything cancelled. I'll travel to Home Depot and give them my business as Lowe's doesn't seem to care.. I really do prefer Lowe's over a Home Depot alot but if this is how Lowe's is now handling customers I definately will be reconsidering where I shop...

Timeline of Events Purchase & Installation of Appliances Lowe’s Home Improvement & CRST Home Solutions March 2025

03/23) Appliances purchased at Lowe’s Shawnee, Kansas Store: Oven-Range and Refrigerator scheduled to be delivered and installed Tuesday, 03/25. Dishwasher scheduled to be delivered and installed Sunday, 03/29. Neal wife & daughter made the entire transaction and told Neal that there was no mention of crews not being able to hook onto copper lines or need for shut off valves required.

03/24) CRST Phone Messages: Neal received reminder about 03/19 install at 8:20a & 12:21p. Neal called CRST and asked not to receive multiple daily reminders for the next week and had a bit of a “dust-up” with representative and supervisor to get calls discontinued.

03/25) Oven-Range and Refrigerator delivered by CRST crew: Oven-Range installed. Refrigerator not installed, left in garage. Technician stated crew prohibited from hooking without a shut-off valve and to copper lines. He stated that upon installing a having a shut-off valve that crew would come back and install the unit. Refrigerator left in garage.

03/26) Shut-off valve installed and CRST contacted for installation reschedule. Neal went to Lowe’s and asked appliance associate the type of shut-off valve needed and he went to get one and the location did not have one. Neal went across the road to HomeDepot, purchase the shut-off valve needed and installed the valve at the house. Installation scheduled for Thursday, 03 Phone message from Jeremiah at CRST explaining that crews could not be sent out for incomplete jobs. Neal made trips to Shawnee Lowe’s to get appointment scheduled by appliance department member.

03/27) Refrigerator Installed: CRST crewed arrived and moved new unit from garage to kitchen and removed the old unit. Technician stated he could not hook up to shut-off valve connected to copper line so I had crew unwrap unit and power it up, I connected the water line.

03/29) CRST deliveries Dishwasher: Crew pulled stated that could not install unit due to lack of shut-off valve and copper line. Technician listened as I contacted local plumber to come and install a shut-off valve for early afternoon on 03/31 and that they could return later on 03/31 to complete install. New unit was left in living room.

03/31) Local Plumber: 10:00AM) Neal received email from CRST that install had been rescheduled to 04/02. 12:00PM) Plumber arrived and installed shut-off valve and non-copper lines. Asked by Neal if he could install the dishwasher, Plumber stated he could and he did. 04/02 appointment with CRST was cancelled. 04/08) Phone conversation with Lowe’s ‘Home Improvement Center’ After a few phone messages asking that I make contact concerning the cancellation of dishwasher installation. The representative stated she could reimburse installation charges for dishwasher but not for refrigerator since that was another group. I wanted more than she could approve and I did not want to chat with someone in another section.

Notes:

I cannot remember when I have had such a pathetic purchase experience and lack of professional service ethics. I wish to make it clear that the actual individuals I interacted with, Lowe’s & CRST, were very helpful, just hampered by their corporate guidelines. I paid Lowe’s $189.05 for installation and my plumber $400.00 to install the dishwasher. I was involved in 13 phone conversations, received nine messages, and made four trips to the Shawnee Lowe’s Center. All this failed to produce any solution. I would not consider CRST a ‘Home Solution” company, more of a ‘plug&run’ outfit...

I sent the email (below) to Lowes Headquarters one week ago and they did not even have to courtesy to respond and after you read the complaint you will see there is no excuse what Lowes has done.

What began as a pleasant purchase has turned out to be a Horrible experience with purchasing from Lowe’s flooring dept. I told the sales clerk I would remove my own carpet when they were going to charge me $80 to do that. They had tacked on over $400 to move oversized furniture. I did not have oversized furniture so they marked this off also. After taking up the carpet I noticed the padding I was buying was inferior to the padding that was already there so I visited them and I was told that was against their policy to use existing padding even if the customer wanted to do that so I caved and accepted the fact I was buying something I did not need. When the installers came on 2-13-25 my wife was present and told the installers what padding they were about to Install was inferior to what was already there. I had two rooms being installed and the padding in the smaller room probably needed to be changed. The installers said they would leave the existing padding in the larger room. The installation supervisor visited while the carpet was being installed and knew they were using the existing padding. He told my wife to go to the Lowe’s flooring dept to get a refund on the unused new padding. I did that and the rep told me they had to hear that from the installers before they could issue a refund. When they finally heard from the installers, someone lied! They said they only used existing padding in the closet, again that is a total lie! I have video proof on my ring doorbell showing they brought in a large roll of padding and video proof that they took out half of that large roll. I received an email from the installation dept indicating they were giving me a $9.50 refund since they only used existing padding in the closet which is a lie. If this matter can’t be corrected I plan on taking up the new carpet if for no other reason than to prove they are lying!

I received an email from the flooring manager offering me $100 egift card She said I would have to contact the installation dept to resolve the mater and get the gift card. I called and spoke to a different person (four different people I have spoken to). She said they were offering me the gift card only as a customer satisfaction gift. I told her it’s not the money I am after, but I do want a refund for the padding that was not used. I also asked her for an explanation why they lied in the first place and j wanted an apology. She stuck to her story and said they did not lie. I ask her should I believe them or my wife who witness them not taking up the existing padding. I then told her I had plans to take up a portion of the carpet just to prove they are lying. She said if you do that they will not be pay for it to be reinstalled. I said the court may see it differently. She said if I threatened her she could not talk to me any more. I told her this was not a threat, but a promise. Even with video proof they will not admit they are lying.

Again I do not care about the bribe or what they call it “customer satisfaction” of $100 for me to drop it but I do want an explanation of why they are lying and an apology for them lying in the first place. I have an idea of why they are lying, it’s the fact that the installers went against company policy of using existing padding, which I wanted them to do and did not want anyone to know about. Well the supervisor did know and OKayed it.

The money is irrelevant, however I do want a refund of the unused padding.

I absolutely can't...