Lowes Customer Service is the Pits
By MARILYN
@Marilynda1225 (79590)
United States
June 16, 2018 10:51am CST
I am fighting with Lowes Home Improvement Center for an order I placed the last week in May. As I've mentioned in previous posts my son and son in law are doing my deck. They power washed it and now it need a second power washing and sanding before the stain can be applied.
I order the stain from Lowes which offered free shipping. They said it would be delivered by 5/30 and I got a "your order has shipped" email. No order arrived so I called customer service and they gave me a run around about the delivery being held up etc etc etc. Then I got a second email saying the order has shipped. Same thing...no delivery.
Once again customer service said the vendor will be shipping the item and it will arrive Fed Ex.
After numerous calls and emails with no satisfaction I called them today to cancel the order. Why they couldn't tell me that the item wasn't available is beyond me but not having the stain has held up the progress on my deck.
I'm just hoping they refund my money ASAP and then we can go out and buy the stain we need.
Once again I have to resort to Plan B 
17 people like this
19 responses
@Marilynda1225 (79590)
• United States
16 Jun 18
That's crazy!!! a gift card is a gift card. I'm done with Lowes
1 person likes this
@akalinus (40432)
• United States
17 Jun 18
@Marilynda1225 I think it was whoever I talked to at the register. He acted like he never saw that before. I don't think he even knew much English. He just refused to honor it.
2 people like this
@moffittjc (118365)
• Gainesville, Florida
16 Jun 18
If I have a bad experience at a store, I will post a comment on their social media pages (Twitter, Instagram and Facebook), and wait for a response (which you will usually get pretty quickly). If not, I then start blasting negative comments all over their social media sites, and that usually gets them to spring into action!
3 people like this
@moffittjc (118365)
• Gainesville, Florida
16 Jun 18
As a Home Depot associate, I can tell you that we get customers all the time coming into our stores telling us how bad Lowes customer service is. Home Depot prides itself on its online sales, and has done amazing things with its supply delivery chain, We are currently testing same day delivery in many of our stores, and in may cases you can already buy online and pick up in the store 2 hours later. Home Depot has quietly become the 4th largest online retailer in the world, and most likely will take over the third spot this year (Amazon, Walmart and Macy's are the only retailers with more online sales than Home Depot). I would contact your local HD and tell them the experience you had at Lowes, and then let them work their magic to help you out.
3 people like this
@popciclecold (35022)
• United States
17 Jun 18
I was going to make a purchase at Lowes, but I think I will use home depot instead. Thank you.
1 person likes this
@Marilynda1225 (79590)
• United States
16 Jun 18
Thank You so much Jeff. I am very disappointed with Lowes and they said free 2 day delivery which didn't happen. Twice I've had to postpone having my deck done because of their lack of communication and they still cant' give me any idea when the item will be shipped. I should have just stuck with Home Depot as I've never had any trouble with them. It's nice to know that they are offering online and store pickup that is quick and efficient. I will definitely contact Lowes HD
1 person likes this
@moffittjc (118365)
• Gainesville, Florida
16 Jun 18
@Marilynda1225 I hope you get everything worked out. At the end of the day, you just want your product, not excuses telling you why they can't get it to you!
1 person likes this
@moffittjc (118365)
• Gainesville, Florida
16 Jun 18
I have done that many times myself, with amazing results. It's funny how you'll get the runaround if you try to talk to somebody in person, or if you call their customer service line, or your emails will go unopened, but the second you post on their social media sites they get all panicky and contract you back to try to help you. They don't want their name blasted all over the internet in a negative way!
2 people like this
@Marilynda1225 (79590)
• United States
16 Jun 18
You can be sure I'll be contacting them on Monday and making sure my order is cancelled
1 person likes this
@JamesHxstatic (29234)
• Eugene, Oregon
17 Jun 18
Amazing! I have always had great sevice from Lowe's and bought three appliances from them last year. Too bad they dropped the ball.
2 people like this
@Marilynda1225 (79590)
• United States
17 Jun 18
Maybe they're good on certain things and maybe each department works independently. I'm glad you've had good luck especially with appliances which are very expensive
1 person likes this
@Marilynda1225 (79590)
• United States
17 Jun 18
I'll be a Home Depot shopper from now on too.
2 people like this
@snowy22315 (169625)
• United States
16 Jun 18
Oh that is disturbing. Friend did not have a good experience at Lowes when he went to look for parts for my mower.
1 person likes this
@Marilynda1225 (79590)
• United States
16 Jun 18
I've never had good experiences with Lowe's so I don't know why I expected it to be different this time
1 person likes this
@Marilynda1225 (79590)
• United States
17 Jun 18
I'm keeping my fingers crossed that cancelling my order is easier than ordering it 
1 person likes this
@ScribbledAdNauseum (104632)
• United States
16 Jun 18
Is the item completely unavailable or is it just unavailable in the warehouse. I guess what I am asking is if it could be at a lowes store. If it was at a lowes store I would insist the manager drive to my home and bring it to me for no extra charge. On top of that I would probably demand a refund for the time that was wasted.
1 person likes this
@Marilynda1225 (79590)
• United States
16 Jun 18
That's the answer I can't get. I don't know if the item is unavailable and out of stock and they are just biding their time until it comes back in and then will ship it. I did contact them today to get a refund and make sure they cancel my order.
@ScribbledAdNauseum (104632)
• United States
16 Jun 18
@Marilynda1225 Nothing is worse than incompetent customer service.
@Marilynda1225 (79590)
• United States
17 Jun 18
It's frustrating especially since I need the stain for my deck and have had to postpone doing it now 2x.
1 person likes this
@andriaperry (116860)
• Anniston, Alabama
16 Jun 18
That is crazy, I would call home office, customer service and make a complaint.
2 people like this
@Marilynda1225 (79590)
• United States
16 Jun 18
You can be sure that come Monday I'll be calling their Head Quarters and giving them a piece of my mind
@dgobucks226 (34300)
•
17 Jun 18
If Lowes had just told you this in the beginning instead of leading you on it would of saved you a lot of inconvenience. Not a good way for a business to operate. This was definitely an error on the part of the paint department employee.
1 person likes this
@Marilynda1225 (79590)
• United States
17 Jun 18
I would have gladly gotten something different if they had been upfront about not knowing when they would have it. Why lie and say it's in stock and then send an email that it's shipped (2x) when it wasn't
1 person likes this
@dgobucks226 (34300)
•
19 Jun 18
@Marilynda1225 Whatever their reasons, that does not endear customers to want to order from them again. You are so right there!
1 person likes this
@mlgen1037 (29886)
• Manila, Philippines
16 Jun 18
Hi Marilyn. Did you check reviews on the company?
1 person likes this
@Marilynda1225 (79590)
• United States
16 Jun 18
Lowes is a very big company here in the US
1 person likes this
@mlgen1037 (29886)
• Manila, Philippines
17 Jun 18
@Marilynda1225 That is the problem. Customer Service should be their first priority.
2 people like this
@Jessabuma (31700)
• Baguio, Philippines
16 Jun 18
Hopefully your plan B will work.. hehe
1 person likes this
@Marilynda1225 (79590)
• United States
16 Jun 18
Seems as if my Plan A's are not working out lately and Plan B is next. Maybe I should start with Plan B from now on
1 person likes this
@Jessabuma (31700)
• Baguio, Philippines
17 Jun 18
@Marilynda1225 haha!!! Good luck then
1 person likes this
@popciclecold (35022)
• United States
17 Jun 18
I am sorry you had to endure that, my client went Lowes last week, and bought a gas grill. She asked if they would ship it. She was told it would cost her 79.00 to deliver. Well, she sent her niece to pick it up. They sent the wrong one..She called and ask since they made the mistake, they should deliver it free, they would not. So she had to get a neighbor with a truck to pick it up. She through with them.
@reskyyandi (3616)
• Indonesia
18 Jun 18
It's good if you have a Plan B. Just in case if Plan A will going wrong.
