Hello,
I would like to call your attention to a significant gap in your customer service, with respect to website ordering, delivery, and installation services for appliances.
In early September I purchased a new gas range, using the website to make the purchase. It was a seemingly good deal. During this time of a global pandemic, making such purchases online is a sound safety measure. Also, in this current century, companies generally have websites where purchases can be made and deliveries and services scheduled online. I found that in this instance, the Lowes business is sorely lacking, and will of course mention this to any friends, family, and online contacts who ask about the experience of making purchases online using Lowes.com.
To avoid any undue confusion, I will recount the specific points of failure in your current alignment of orders, deliveries, and installations:
– Online order for gas range, delivery, haul-away, placed (Order#708165609). This order amounted to $1,219.98, not a small purchase.
– Added to the order at the suggestion of the website is a flexible gas pipe, which I purchased in order to avoid potential snags at the time of delivery. This order was placed using the "local Lowes store" in Alexandria, VA, according to the website.
– At no point during this online order was I prompted to arrange for an Installation Service. Significant gap in your communication with customers right here.
– After several weeks, I received email and a call from Spirit Logistics informing that the appliance would be delivered and I scheduled the delivery for 29 Sept. The fulfilling store was changed from my local Lowes to one in a different state Bowie, Maryland.
– Upon delivery day, the delivery truck arrived as scheduled and after discussion with the crew, learned that they could not deliver or install the range as they were not authorized to perform gas hook-ups. They called a manager at Lowes, unknown location, and after speaking with that person I was told I need to personally visit a Lowes store (any store), and arrange for the installation service.
– The range never left the truck, and I can only presume it was returned to where it came from.
– I called the store that fulfilled the order, in Bowie Maryland, and learned that they did not perform installation orders on the phone, or via their website, and only fulfilled these by having customers physically visit a store. Right here: Failure point #1 in your online ordering flow.
– Failure Point #2: after speaking with someone in this store's appliance/installation department to inquire how I could arrange for the installation, they put me on hold and hung up the call. After calling back, and asking what steps to take next, I was not given an answer, so I asked to speak to a Manager. The employee hung up. I called the main number for the store, and attempted to contact the Customer Service desk there, and was routed to a national calling center.
– After calling the customer service line (regional? national?), I had an altogether friendly experience where a customer service representative told me they would transfer me to the Bowie, Maryland store, and would arrange for the installation over the phone. I asked if that was really true, as I had just encountered confusion and resistance to that when calling the store myself. The rep helpfully offered to call the store herself, and did so. After returning from that call, she informed me that she had learned (had learned) that the only installation services that could be arranged by phone or online were dishwashers.
– Failure point #3: Even the customer service representatives lack clear guidance as to how installation services can be arranged, and for which types of products/appliances.
– The customer service rep let me know that the only way to schedule an installation would be to travel to "my local Lowes" and arrange for a contract for installation services for this item.
– I drove to the local Lowes, in Alexandria, VA (the store where I ostensibly ordered the range online), and after waiting 40 minutes for someone to respond at the Appliances desk, found an employee who created a contract for installation (charge: $314).
– On 30 Sept I received calls from a Plumber who asked where the range / appliance was, and I informed him it had never left the delivery truck. I asked him to contact Lowes in order to locate an appliance meeting my order and then arrange for a delivery/installation date.
– 1 October, recieved call from Lowes asking if I had received the range. After informing them that it never left the truck from Spirit Logistics. the Lowes employee in Alexandria informed me that I would have to drive to Bowie, Maryland, and physically sign a paper contract to arrange for installation from that store.
– Failure point #4: asking customers to chase the origin point of products, out of state, is not a sound business practice.

Suggestions:
1) At this point I would like to speak to someone in a managerial role, who can craft a no-hassle solution for delivery/installation of this product that I have already paid for.
2) Do not sell merchandise (appliances, etc) through an online point-of-sale that cannot be arragned for delivery/installation from that point-of-sale.
3) Do not ever suggest that customers should chase the origin point of their product to another store, especially out of the area/state, in order to receive the purchased item.
I found that in this instance, the Lowes business is sorely lacking, and unless a remedy can be arranged swifly will of course mention this to any friends, family, and online contacts who ask about the experience of making purchases using Lowes.com.
Best regards,
Mark Russell

I like Lowe’s but the website is difficult to get what your looking for. It seems you have to be very specific and spelled correctly to find what you want. It does not offer any suggestions. The Home Depot site is much easier to use. For example a 3” pvc pipe on the Lowe’s site gives you all kind of fittings and other stuff. The HD site takes you right there, you moth have to scroll down a few but I won’t have to keep turning pages. Also sometimes the items on my iPhone does not fit on the screen for some reason. Maybe it is just me but use the HD site more often.

Excellent! Professional, on time and clean!

Lowe’s Dedham-
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I had a dishwasher install this year by another company that was less than favorable.

We came into the Lowes in Port CHARLOTTE, FL We didn't know what we needed. We spoke to Terry and he knew what we needed and took us straight to it. He explained how to cut it (Lowe's doesn't cut plastic panels anymore. He was great. He listened and helped us get just what we needed.
We will come back because of him.

Feedback on Premier Granite & Marble- Installers we’re very professional. The work was done well with customer in mind. I ask to keep dust down and protect newly painted wall and the did. Very pleased with this experience.

I have had terrible experience this year with Lowes. I when there in Spring to buy zero turn mower. Nobody was available for help. (even though when I looked around I saw 4-5 associates in a group shooting bull). Finally, I flagged down an employee and told him I was interested in a mower. The Lowes employee said, "go talk to the service", but Lowes is not going to deliver a mower to you, because that is not essential. I said good. I went down the street to a private lawn mower shop. They greeted me and told me about their mowers. They delivered it the next day. They didn't set it at he curbside, they drove it to the back yard and went over all the details with me. I got a 5 yr. warranty and the repair shop is down the road. Lowes was a waste of time. It was a blessing that day when Lowes told me to get lost.

I was treated very nice and the Cashier (Monna) did a real good job if getting me out the store..
My ID # i11285 247412 657213 If I ever have a Question about something, everyone is willing to help me..
Thank You!!!

I am writing to express my satisfaction with the absolutely outstanding support I received from Lowes during my recent wall oven replacement efforts. After I invested over $400 in a failed attempt to fix a broken wall oven, I went to Lowes for a replacement. There, I met an awesome salesperson named Tammy Regan. She was friendly, understanding and professional. Her honesty and willingness to take time to explain every detail was so helpful and reassuring. She made me feel like I was an important customer. She located a great oven for me at a good price. I received the oven yesterday and it is perfect. Thank you Tammy! Thank you Lowes for hiring great people like Tammy Regan.

I purchased a Weber E315 grill from the Wallingford, CT store on 9/11/20. I purchased what I thought was a new grill and a new propane tank. The grill was finally delivered 10 days later. The grill I received was in fact not new, but was apparently a floor model as evidenced by the scrapes and hand prints on the outsdie and the layer of dust and grime on all horizontal surfaces; the store did not even clean up the unit before delivering it. In addition, the new propane tank I paid for turned out to be a used Blue Rhino exchange tank. I had been considering the purchase of a refrigerator from Lowe's, but after this experience I will never buy another major item there.

I began a purchase of cabinets and backsplash with installation in August. I went and made my selections with an appointment with a installer for estimate. The following week I received a call land was told that the plan would not work with my kitchen detentions. I went and met with a planner the following week and redesigned the project. She was new and it took a long time to complete. I got called back because she had not completed the sale correctly. I got to go back 2 additional times to finally get it done on September 12th- notice the long delay. 3 weeks estimated for completion. I was VERY clear that I needed this done asap because the house needs to be sold due to my being off work due to covid. I then had a 2nd estimate for the back splash (surprise! not at the same time as the other estimate) I got called down yet again to purchase the splash back. I was told it was in stock and I was to pick it up later. When I got there- I was told that it was NOT in stock an no one knew anything about it. Didn't I order it on the 12th? "There's a delay" No, it was ordered on the 20th and was told it was in stock. Great… wait a minute! a delay? what delay? who's delayed?

Oh that was a mistake, not the splash back- don't know about that….. it's a delay in the kitchen cabinets- I was then told that they "were estimated" to BE DELIVERED OCTOBER 27th- not September 27th. Are you kidding? No one called me and told me this- not a word. Customer service called and then went looking for "Craig". I was told he was at lunch. I left my cell phone number and was told that "Craig" was to call me and fill me in- he didn't.

 I understand that the person designing and selling me the cabinets was new- I have really tried to be patient- but it took 3 weeks to get an order together that should have been done in a single shot.  Despite my correcting it multiple times,  they continued to use a number phone that was disconnected, further delaying the process. When they finally  do use that number  they  ask for George Gibson.I miss him, but HE DIED 11 YEARS AGO!   He is dead, he cant answer the phone.  

Because of this series of screw ups, lack of knowledge and follow through, I (who is now unemployed due to covid and am still waiting for unemployment) will have to pay several more months of a mortgage $4000- That house can't be put on the market until the kitchen is done and given the time line I am now on, it will be at the start of the holidays when the housing market goes into decline- I will take a financial hit because the lack of follow through and communication. Why would I be so upset with Lowes?

What can be done to fix this horrific situation? I need this job done asap-. I told them this when I began this process. If I had been informed of the complications and delays, I would have done this differently,.

Please help me.

We are very happy with the service provided yesterday near the Pro area. We bought dry wall and needed it cut to fit in our car and Robbin came and provided amazing and professional customer service. We couldn't have been more thankful! We shop at Lowes and now one more awesome experience to add to the rest over your competitor. Thank you for hiring such a good employee who gave it his all!
/Shopped at Lowes at Quincy and Buckley Aurora Co. 80013

The installers were punctual, respectful and friendly. A job well done, am so pleased. Thank you.

Bad experience with Patio Door, I will not recommend Lowes any more. Things have changed the last several years they are getting worst. Owners should try to buy something from their stores, that will give them !st hand experience of what its is like to shop there.

I made an order #428225072 today for curbside pickup that Lowe’s offers. I got to Lowe’s to pick up my order, called it in told the lady I was there for curbside pickup. She told me it’s raining so I would have to come in to pick up my order as well hey don’t do curbside pickup in the rain. So Lowe’s doesn’t mind me getting wet and even though you offer curbside you don’t want to get wet.
Let me tell you what true curbside service is. I made an order with Home Depot and even though we were having a tropical storm they brought brought my order out to my car. But that’s Home Depot for ya, they go the extra mile for their customers

I recently tried to return a Hisense dehumidifier that had quit working. It was only 9 months old and had a 2 year manufacturer's warranty and I purchased the 2 year protection plan for $49.99. When attempting to return the unit I did not have my receipt but it was purchased on my LAR card. They claimed they could not locate my purchase and could help me if I had a receipt. The next evening after work I brought my LAR statement which is itemized and they still would not help me. Claimed there was not a manager to override it so it could be returned. They said I needed to contact the service department for the warranty I purchased. When I contacted them they claimed they were not responsible because it was covered by the Manufacturer's warranty and couldn't help me until that warranty was up. The Warranty I purchased clearly states that the customer's product and wallet are protected from day 1. Then it goes on to explain that day 1 is purchase date or delivery date. I'm very unhappy with the service i have received from store 317 and the Lowes warranty programs being sold to customers. After the 3rd time of dragging my broken dehumidifier in Lowes at Cape Girardeau MO on a Monday afternoon the lady at the return desk was very pleasant and willing to help. She contacted a manager about the dehumidifier and immediately began to return it and credit my LAR account. Its sad that it took 3 trips to Cape which is 15 miles from my house and over an hour on the phone to get the result that needed to happen. If your Warranty program doesn't cover items from day 1 then it shouldn't say that it does.

9/20/2020 between 5:00pm and 5:20pm. Disappointed at East Caln Store Downingtown, PA 19335. I have defended Lowe's many times but this afternoon I experienced what other people told me about. I was there to see clearance Item #1130000 or #113000. The item is a lawn mower with a rechargeable battery. They only had one without a box. While I was looking for one in a box two store associates approached the area a man named Tom, I think and a female. Tom was helping another customer so I asked the female if Item #1130000 came in a box. She didn't seem to know how to answer me - "Sorry, I don't know but I will find out for you." She seemed to be annoyed that I asked. Finally she asked Tom, who tersely said "That's all we have." Tom finished up with the other customer but never asked me if I needed help. They just walked away. I wanted to know if the store display had a box, manual and charger. Those things were not anywhere in sight. Could not find Tom and female. Appliance lady tried to find someone to help and told me that someone would be over. Someone came to the department but was not the correct person. He said that he would find someone. Well, by that time I was tired of waiting and on reflection, if Tom and the female associate had provided customer service, I would not have had to wait for anyone else. I hope Tom was not training the female associate because he did not demonstrate a good way to handle customers. I am disappointed and will think twice about going back to the East Caln Store in Downingtown, PA. I will go where they value my business even if the item is on clearance.

Today is Sept 19th 2020. I walk in and see all the Christmas stuff already , but what made me walk right back out was the blaring Christmas music ! Way too soon , so ridiculous.

From the day we had the measurements done for the fence by Jerome Conner to the days of the install, we had excellent service from Lowes and the installers. Prior to the install the production office was in touch with us to make sure that everything would be as scheduled. The three gentlemen from Daveron that came to do the install were friendly and checked with us at intervals to make sure that everything was done to our satisfaction. The fence looks great and we are happy. Thank you!