Lowes; Deceitful Sales Representative and Corporate Employees who are above speaking to the public!??!
Let me start by saying my husband and I are in complete repugnance with the way the second-largest hardware retailer in the U.S., this “Fortune 500” company, LOWE’S has handled their business and customer relations/support. We have used Lowe’s for many different projects, on many different occasions. Around August of 2022, we purchased carpet from Lowe’s and paid to have it installed. To make a long story short, my husband took the day off of work when the carpet was to be installed, however the installers never showed. After reaching out to installation support, we were informed that the installers were double booked and they would be here the following week. There was no compensation for this error of Lowe’s, although we were told that we would be compensated all of the labor costs back. With much hesitation, we decided to give Lowe’s another chance. We had a sales representative come from the Paducah, Kentucky store to give us an estimate on replacing the vinyl, facia, trim, and gutters on our home. Meanwhile, we were in the process of having a garage built in the back and our goal was to have the garage and house match. We signed the contract and choose our color (Spruce by Royal), and we were told our installation would start May 4th, 2022. We were told our materials were ordered and would be delivered prior to the installation date. On April 1st, 2022, Lowe’s charged our credit card for the full amount of the job, that hadn’t even began. $16K+ Then, May 4th came and went, and we didn’t have any materials, nor did anyone show up to start the installation. We called installation support again…..This was drug out for months, with many calls to installation support, trips to the local store to speak with the manager, as the sales rep would not return our calls. If he did, it was via text, and there was always an excuse as to why he was unable to keep his appointment. Through installation support, we were informed that the wrong color and brand of vinyl was ordered. We went back and forth with Lowe’s for so long, that our garage was built and it was time for them to vinyl it. We wanted to be absolutely 100% sure that they vinyl in the house and garage matched, so my husband once again reached out to the rep. (via text).He took the product numbers for the vinyl we ordered for the garage and said it would be no problem, he would order from the same supplier we used for the garage (though that conversation we found out our materials had never been ordered). Our garage was completed, meanwhile, our house hadn’t been touched, we had exposed wood and no deck off the back door (we could not use this door since removing the old deck for them to install the new vinyl), since May 2022, when they were supposed to complete the installation. We made sure our windows were replaced and all metal was bent around the frames, prior to our installation date,so we wouldn’t encounter any delays. Numerous phone calls to installation support, and numerous pages of notes in their system, we finally were told another installation date for the end of September 2022. That day came and went, and no one showed. The contractors finally showed up the first week of October, but there was one big problem! Lowe’s never delivered the materials! Many, many phone calls later, doing our own researching and digging, we found out that the sales rep did place an order for our materials back in September of 2022, but Lowes never paid for it! The supplier had tried to contact the sales rep many times via e-mail and phone calls to let him know they needed an itemized P.O. in order for the materials to be paid for. He never got back with them and the contractor could not start with out materials. As homeowners, we were concerned about the wood that had been replaced on the house and had been exposed since May 2022 (5 months), to all weather conditions. The installers told us they could start as soon as the materials were here, but the supplier was not going to release them until they were paid for….I could write a novel about this horrid experience, but to try to wrap this post up, I’ll tell you, we took our truck and trailer, went and wrote a check for $5,300+ and paid for the materials (a second time as they had charged our credit card a little over 16K on April 1st, 2022) and brought them home. Installation support customer service assistant manager “Monette” had us scan in and email all our documents and informed us we would receive a check in the mail to reimburse us for the materials and the compensation would be handled once the job was complete. Folks……it is January 13, 2023, and yesterday when we called installation support, because corporate never called us like we were told they would, nor did we ever get reimbursed for the materials. We were told from an installation support rep, that corporate sent them an e-mail stating there would be no reimbursement for the materials, nor would there be any compensation. She stated that it was sent to district, to regional, and then to corporate. Lowe’s broke their contract, they were deceitful, they flat out lied to us, and no one from corporate ever contacted us, not via e-mail nor a phone call! So Lowe’s, this “Fortune 500” company, who is supposed to be ranked as one of the most admired companies, expects us to just sit back and eat this $22K!! Expects us to except their lies and the worst customer service I have ever experienced in my life (and I have been in customer service for over 20 years). So here we are, with our hands thrown in the air, unsure what step we should take next. Do we hire a lawyer, and potentially end up losing more money to try to get this straightened out!?! One would think, that a corporation like Lowe’s would stand behind their word, have dignity, and customer service. One would think they would have corporate employees who take pride in their company and customer relations. Do their best to uphold their company name, but that clearly isn’t the case with Lowe’s. Keyboard warriors, if you will. Above dealing with the public. However, if it wasn’t for us, the public, I don’t believe they would hold the position they do….I’ll wrap this by by asking for your thoughts on what you think should be our next approach. Or maybe you have experienced this with Lowe’s, please share what happened and how it turned out. Or maybe you’re a Lowe’s team member and you or someone you know, can pass this on to an individual that does have dignity for their company. All comments and ideas are welcome. I didn’t put every detail into this post to try to prevent it from being so long. Thanks for reading and I look forward to your replies! ~One very disgruntled customer submitted by /u/Appalled2SayTheLeast [link] [comments]