Complaints

This profile includes complaints for Lowe's Home Centers, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lowe's Home Centers, LLC

  1000 Lowes Blvd Mooresville, NC 28117-8520

  
• 

  Lowe's Home Centers, Inc.

  920 South Broadway Hicksville, NY 11801

• 

  Lowe's

  1104 Market Center Blvd Mount Pleasant, SC 29464-7467

• 

  Lowe's

  1605 Garth Brooks Blvd. Yukon, OK 73099

• 

  Lowe's Home Centers, LLC

  16300 W 65th St Shawnee, KS 66217-9799

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online pickup order with Lowes.com 10/7/23 to be picked up at the Lowes ***********, ** store. The total for a set of shelves was $112.33 I paid $87.33 with my **** and used a $25 gift card. My **** was immediately charged and reflected in my Apple wallet. I waited all day and never got the item. I called the store and the order never processed even though my **** was charged and Gift Card depleted of the $25 balance. I called the main customer service number and they could not find my order. I was told the charge would fall off of my card and someone would call or email me about the gift card balance. It has been nearly two weeks and I have not been contacted regarding the $25 gift card. The $87.33 was refunded to my **** three days ago. Today Lowes customer service says they can see that my gift card was used on October 7th, but no one is willing to confirm for me exactly where those funds went or send me a copy of a receipt because I have nothing for my $25 Lowes card SPENT AT LOWES.COM. There is a paper trail in my credit card company file, Lowes needs to return my gift card. See attachments.

  Business Response

  Date: 10/24/2023

  10/24/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name:*****************************
  RE: Case #:20762123
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/23 correspondence regarding a complaint that has been filed by ******************************
  
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ***************************** to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ***************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/20/23 I purchased 8 motor shades from Lowes East *******.PO# ********* The following issues have been encountered:1) The wrong size blinds were ordered for the windows in my Living Room They were made at a 18 length instead of the 48 Lowes had measured.2) Installer removed the blinds and did not replace them, leaving my home open for view and weather elements (heat) for over 2.5 months.3) Installer refused to program hub 4) Installer programmed shades incorrectly 5) Installer did not program remotes 6) The revised shades came and were installed a month later, however one arrived with a dead motor and a third one needed to be ordered/installed 8) New shade arrived and appointment was made - installer never showed up nor did they call to say they would not be at the appointment due to the installer quitting 9) Again, appointment was made - installer, once again, did not show Programming cost me approximately $400 and the hub was an additional $150 for the gateway. Those services were useless to me. The gateway was not used and the installers provided to value to programming. This entire job was $3000 and, with all of these issues, Lowes feels this incompetence should be rectified with an 8% discount? No aspect of this project was smooth, with the exception of working with ***** to pick out the products. I missed 4 days of work to be here for appointments (2 of which were no shows) and it should have been completed with one day off. At this point, I have asked customer service to refund the order and provide me my old blinds back. Since the job was never completed due to having motorized shades with no programming completed. I have requested to speak with Lowes management on 5 occasions and they will not speak with me.Lowes installation services refused to address this in a satisfactory way and they ignore requests to rectify the problems.

  Business Response

  Date: 10/24/2023

  10/24/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***************************
  RE: Case #: 20762121
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/2023 correspondence regarding a complaint that has been filed by ****************************
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and with *************************** to address their concern.
   
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ********************** 
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wife and purchased new home and chose Lowes to replace kitchen. This was around December 2022. Materials arrived within months. Installation teams were a hellish nightmare! *************** mismeasured entire Quartz countertop which lead to it being miscut. ************ apparently didn't get along with countertop crew so jobs went back and forth on who was to complete what. This feud drug on for months halting completion. ************ stated several jobs weren't for them to do. Therefore I had to hire someone to come in and complete projects, so Lowes could move forward. Wrong pieces were ordered and other pieces never installed. *************** cut holes in cabinets to mount brackets that aren't supporting anything. Countertop has since cracked, cabinets coming apart at joints and decor pieces sitting untouched. Kitchen is now an eyesore and it's about to be December- a year. Negotiations are currently going unreplied with no communication regarding monetary reimbursement. No one will follow-up or call me back. Uncertain of how to proceed and resorting to this before legal action. Hoping Lowes will compensate me for the time and headache my family and I are still having to endure over the failed attempt to install my kitchen.

  Business Response

  Date: 10/24/2023

  10/24/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name:*****************************
  RE: Case #:20761774
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/23 correspondence regarding a complaint that has been filed by ******************************
  
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ***************************** to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  **********************
  Lowes Executive Customer Relations
  **************
   

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My spouse and I had ordered two doors from Lowes. We went up to the store with circled pictures in their own store brochures and told the woman working exactly what we wanted. We chose one storm door and one regular door for inside the storm door. The second door we picked out had panels. As we showed the woman working the pictures she said our options were 6 panels or 12. We opted for the 6. We also chose clear glass so we could get sunlight. Installation day arrives, I stayed out of the area where the door was being installed as to not get in the way and once the door is being put on the very nice man installing it asked me to check it over and see if this was correct because he thought at first it had a film on the glass. I realize not only does it have no panels but also is totally frosted glass. He says h*** finish the install and let Lowes know the issues and it shouldnt be a problem to get it resolved. Not only was it the wrong door but there are black rubber marks all over the left side of the glass, the insulation is coming out of the windows area and there are dimensions written in permanent marker on the door where is can easily be seen. This was a very expensive door and we saved up. We also wanted to have our front doors replaced but after the fiasco of dealing with Lowes and being repeatedly yelled at and talked over on the phone I will not be going through Lowes for anything. This is not the first time we had an issue with Lowes over a very big purchase. The man who installed our door was wonderful and did a great job with what he had. He also tried his best to help us out. He came out here a second time to take pictures (again) for Lowes after sending them some the first time and us as well sending multiple pictures. I was also promised the trim would come primed white, it did not. Terrible experience and definitely not worth the very expensive bill.

  Business Response

  Date: 10/24/2023

  10/24/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *****************************
  RE: Case #: 20761627
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/23 correspondence regarding a complaint that has been filed by ******************************
   
  Lowes has begun an investigation of the facts and claims set forth per your correspondence, and will work with ***************************** to address their concern.
   
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ****************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new KitchenAid dishwasher on 10/11/23. It was delivered Friday 10/13 around 4pm. Over the weekend I set it up, to find it would not work and was running an error code. After a bit of troubleshooting, the error code states there is an issue with the motherboard on the unit. I called lowes.com at 8:30am on Monday 10/16 to report the issue and ask to exchange the unit for one that functions. I was told I should have called during the weekend since their 48 hour policy for returns is not business hours. I did not receive this dishwasher until Friday at 4pm, I reported the issue Monday morning at 8:30, this is an extremely reasonable timeframe for a consumer to report an issue.I was sent to the manufacturer, and after a few days of fighting with their dispatch call center I was eventually able to get a technician to my house before November. The technician was here Thursday 10/19 and found that there is an issue with the drainage pump on the unit. This unit has never been run, it came broken from the manufacturer. We are now waiting until 11/7 for a set of parts to come in so we can put them on this brand new unit.Lowe's has the ability to exchange this unit for a functioning one but does not. I now have a kitchen that's torn apart, a non functioning dishwasher, a pile full of dirty dishes, and a ****** off spouse. I'm to the point where I almost feel it necessary to contact an attorney to hopefully get a dishwasher that works new and does not have to be refurbished.

  Business Response

  Date: 10/24/2023

  10/24/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *****************
  RE: Case #: 20760476
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/23 correspondence regarding a complaint that has been filed by ******************
   
  Lowes has begun an investigation of the facts and claims set forth per your correspondence, and will work with ***************** to address their concern.
   
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ********************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/22: Frigidaire Gallery Side by Side Fridge Model #grsc2352af3 Serial #********** (brand new) Purchased online w/ Amex card, and fridge delivered. Delivery went well.10/10: Freezer cannot keep items frozen and internal temp increases to 55 degrees. 10/11: Called Lowe's regarding warranty, repair, and asked for replacement. Was told by customer service that you can only return/replace within 48 hours. I notified them that this is a 3 week old fridge that does NOT stay cold. That's unacceptable. They told me to contact Frigidaire. 10/11: Called Frigidaire and they setup a technician visit.10/12: Refrigerator side cannot cool below 55 degrees. Items in fridge start to spoil and we lose just over $100 worth of groceries over that weekend. We live in a remote, rural location and it's not easy for us to get food or ice on a daily basis.10/20: Frigidaire tech checks fridge and notifies me that the **** system is faulty and needs replacement. A 3 week old fridge needs the entire cooling system replaced. 11 days wait to get the parts and fix it. 11 more days without a fridge. The tech even suggested a replacement and to contact Lowe's because replacing the seal system will cause additional problems with the fridge over time. 10/20: I called Lowe's to notify them and plead for a replacement fridge, again. They again pointed me to Frigidaire and stated "because the product is no longer owned by Lowe's, they cannot assist". Again, if you buy a product from any distributor (Amazon, for example), they still honor the products they sell. This is unacceptable by Lowe's. They sold me a faulty fridge and get to keep my money. They should be assisting me with a return or replacement of this new fridge.

  Business Response

  Date: 10/24/2023

  10/24/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name:*************************
  RE: Case #:20760269
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/23 correspondence regarding a complaint that has been filed by **************************
  
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ************************* to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ******************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A long explanation is in the photographs but there are two main issues I am trying to get resolved. I purchased a shed from Lowe's. Lowe's subcontracted this out to Backyard products. 1. When it was installed, the workers stole red garden bricks out of my property to level the shed. The bricks are over 100 years old and are crumbling. Not only did they steal and used something on my property without my. consent, but they also installed a safety hazard - if a child or animal goes under and the bricks crumble, it will fall and they will die. When they returned to fix the problem they stole wood from another project being done on my property and cut it up into pieces to try and replace the bricks (see pictures). They only did this on one edge. I've been working with Lowe's and Backyard to get this fixed and I requested dates back in september (its now the end of the october) this is a summer property and I'd like it fixed before the season ends. The manager I spoke with at Backyard was extremely rude and claimed no responsibility for this matter, claiming they did the job right and it was my fault for not purchasing a leveling kit (I did purchase a 6 inch kit).The shed was also suppose to be painted and on original install was not. When they came back to paint it the ruined the hardware, got paint all over the windows and did not paint the edges . They splattered paint, did not trim anything and missed major sections. They did not paint the base and overall did a terrible job. Nothing has been done to fix this.

  Business Response

  Date: 10/24/2023

  10/24/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name:*****************************
  RE: Case #:20760181
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/23 correspondence regarding a complaint that has been filed by ******************************
  
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ***************************** to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ****************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased dishwasher on 9/4/2023 and selected a unit priced at $599 to receive the advertised rebate on the installation cost. Employee who completed the sale explained how to process for the rebate and gave me paperwork. Sign on machine indicated that it was in scope. Otherwise I'd have bought a cheaper unit. I was advised to buy the $599 unit b/c I'd be "saving" the $169 install cost. Applied for rebate and it was rejected once b/c the machine was out of scope. Second attempt rejected b/c unit was on sale. Three long calls to support, rebate support, store support and all just send me to the other groups. I asked for either the advertised rebate or the whole machine to be removed and to get the full $968 back. Last two times the support reps have hung up on me as well. This is false advertising. I was urged to buy up for a refund that was apparently never in scope.

  Business Response

  Date: 10/24/2023

  10/24/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***********************
  RE: Case #: 20759775
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/2023 correspondence regarding a complaint that has been filed by ************************
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and with *********************** to address their concern.
   
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ************** 
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father *************** purchased pocket windows and patio door from the Lowes-1569 store in ************, ******* on 3/9/23. The installation took place on 7/6/23. As you can see from the attached pictures the window installation was done very poorly by the contractors Lowes-1569 hired to do the work - ***************** My father paid well over $11,0000 for poor quality work that was done. He has placed a few calls into the customer care support only to get the run around or "we will call you back." This is unacceptable work that has been performed for the amount of money that was paid in full. July 17, ****, he physically went into the store with hopes that he would get some resolution to this unsatisfactory work. Install Partners has been out twice since then, and nothing has been accomplished or resolved on what needs to be done. Install Partners blaming Lowe's, Lowe's blaming ***************** all along, my father is the one caught in the middle with unsatisfactory window/patio installation. The visit today, 10/19/23 from ***************** stated that windows are the wrong size and were measured wrong (pocket windows). We are needing resolution! At this point, we are fearful there will be leakage and other problems that will occur down the road. If you look at these pictures closely, I really do not believe you can honestly say this is satisfactory work if these were installed at the *** of Lowe's home. We are demanding some resolution to this unsatisfactory work that has been paid in full! Lowes stand behind your guarantee and customer satisfaction!Please call my father ***************************** at ************ or ************ or *********************** (daughter) ************. You may also respond to this email, I am also his daughter, *********************

  Business Response

  Date: 10/24/2023

  10/24/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name:********/*********************
  RE: Case #:20759370
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/23 correspondence regarding a complaint that has been filed by ********/**********************
  
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ********/********************* to address their concern. 
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ****************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a contract with Lowe's on 3/31/2023 for a fencing project at my primary residence. Per the contract, the completion date was 5/31/2023. However, this project did not get "completed" until 7/25/2023. There were many issues with this fence. When the original Lowe's salesman came to look at the project on 8/15/2023, he took pictures and showed several areas that needed fixed and was not right. Finally got the Lowe's contracted installers out on 10/2. They fixed one of the many issues and have not been back since. I've went back and forth with the Lowe's **************** with very little success. I've even proposed (10/10/2023) that they eat the remaining owed of $6,462 and we completely break our contract. They would not have to fix anymore nor would I have any further warranty. I keep getting told it's with the ******************

  Business Response

  Date: 10/24/2023

  10/24/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***********************************
  RE: Case #: 20759314
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/24/2023 correspondence regarding a complaint that has been filed by ************************************
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and with *********************************** to address their concern.
   
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
   
  Sincerely,
  ************** 
  Lowes Executive Customer Relations
  **************