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, LLC

  650 Turner St Auburn, ME 04210

• 

  Lowe's Region 6 Office

  360 East Main Street Hendersonville, TN 37075

• 

  Lowe's Home Centers

  4040 Victory Blvd Portsmouth, VA 23701-2820

• 

  Lowe's Home Centers

  801 E Rochambeau Dr Williamsburg, VA 23188-2109

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:10/11/2023

  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.

  In July I filed a claim with Lowes protection plan due to my washing machine spinning out of control. A repair man has been out to my house at least 5 times and the machine is still not working correctly. They refuse to replace it as their brochure states. My warranty expired on August 14th but they have still sent the repairman out because its the same issue. He is not able to fix the machine. I spoke with the Lowes manager (***) and several people with the protection plan. I paid for this warranty and they refuse to replace the broken machine. I purchased this wash machine ($674.00) in August 2020 along with the protection plan (*****). I would like for this machine to be replaced. I also spoke the a lady named ****** with Lowes customer service and she said they would be replacing the machine and that never happened because apparently she doesnt have the authorization to do that.

  Business Response

  Date: 10/12/2023

  10/12/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***************************
  RE: Case #: 20721308
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/23 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.
   
  ******************************************
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/11/2023

  Type:Delivery 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.

  Lowes delivered a washer dryer on 9/12/23 ever since they've damaged my floor with their delivery people I've been on the phone multiple times with people sent multiple emails with their claims department and all im getting is a runaround. I rent and I was promised they would fixed the damaged flooring and they haven't.

  Business Response

  Date: 10/12/2023

  10/12/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***********************
  RE: Case #: 20721234
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/23 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:10/11/2023

  Type:Sales and Advertising 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 think there may have been a mistake when the door was ordered. I think when you put the door in everything was right but when we started to add the paint to the door it got switched to the wrong type of door. I know when we originally spoke on 30Aug2023, we spoke that we needed door (******) to be a left swing and also that it required 7 3/4 of a jamb. But as you can see from the pictures it does not match the shaker design of our front door which was also ordered from Lowe's. What options do we have? I am not too concerned with the color being that we knew that it would not match 100%.Additionally, I have two concerns with the door after they installed the door. The threshold seems to be two parts as you can see in the picture. I have concern about the water penetrating between the two thresholds and finally the dividers in the window were not all the way down which is concerning if the glue is already failing.

  Business Response

  Date: 10/12/2023

  10/12/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *************************
  RE: Case #: 20720234
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/2023 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:10/11/2023

  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.

  Fence installation:-Fence supposed to be installed on 7/10. After many many delays and rude staff, initially completed on 8/3. Noticed tear out was not completed as was in contract. Took until 10/3 to have tear out completed. -Multiple damages to home including siding, drain, driveway, and deck.-After many many attempts got into contact with a claims rep in late Sept. We sent her the requested info and have not heard back. Called twice with no reply; her voicemail says she will return calls by end of next business day but it has been a week with no return calls. Also tried another email with no reply.-The damages need repaired immediately as they will soon pose a significant safety risk.

  Business Response

  Date: 10/12/2023

  10/12/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***********************************
  RE: Case #: 20719875
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/23 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,
  Lane P.
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/11/2023

  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.

  9/11/2023 contacted the store about ROT wood fence, I was referred to the warranty company. The warranty company denied the claim due to the contractor improperly installed the fence. I've contacted ****************************** and ****** aka sore manager and my issue has not *** resolved. I contact Lowes 800 Number and was referred to ***************** District manager 2 weeks ago and he has not returned my call either. Its the lack of communication and Lowed not honoring a warranty provided.

  Business Response

  Date: 10/12/2023

  10/12/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *****************************
  RE: Case #: 20719789
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/23 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:10/11/2023

  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.

  We signed a contract in August with Lowes to install our counter tops. They require you pay 10% up front . We paid. Then they come out and finalize the measurements. We have been waiting for for installation. I called 10/9 /23 to see why it is taking so long. They told me we had to pay in FULL before they could install counter top. Our contract states they install 1st then final payment. I have NEVER heard of paying in full before a job is started.

  Business Response

  Date: 10/12/2023

  10/12/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***********************
  RE: Case #: 20718929
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/2023 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:10/11/2023

  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 purchased a Husqvarna 450E Chainsaw from Lowes on July 19, 2022. At the time of the purchase there was a promotion going on that if I purchased fuel for the chainsaw at the same time and registered the unit with Husqvarna that it would give me a 5 year warranty on the unit. Which I did.On July 29, 2023 I needed to replace the bar and chain on the chainsaw as they were damaged while being used. I went back to the same store and was told to buy an Oregon Bar+Chain combo. Part number *******. They said it was compatible with the saw.About one month ago, the chainsaw stopped working. I took it into a local ***************** center to get fixed under warranty. They told me that it was not covered under the factory warranty, because the bar and chain combo that was sold to me, had the wrong pitch and gauge. Not only was it going to cost me $200+ to get the chainsaw fixed. I was told that due to this error the chainsaw ran extremely hot and distempered the crank of the chainsaw. I have called Lowes **************** and the store and was promised someone would follow up with me. It has now been two weeks and I have yet to hear from anybody about a resolution. As a consumer I did everything I was supposed to do. Lowes customer service assured several times I talked to them, that the bar and chain combo is fine and this needs to go to the manufacturer. I have contacted ********* directly, and they have said that it is the wrong parts.Lowes **************** wont do anything about it and say that the store needs to follow up with me directly. I have called the store and they wont call me back.I have over 7 hours on the phone with Lowes **************** and Husqvarna customer service and still no resolution.

  Business Response

  Date: 10/12/2023

  10/12/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***********************
  RE: Case #: 20718756
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/23 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:10/11/2023

  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.

  In 2020 I went to my local Lowes store to order/pickup $3690.45 worth of "pressure treated" lumber to build an outside deck onto my house. Part of this order was two PSL Parallam Beams. made by *********** used to span a critical distance under the deck. I told the Lowes employee( who was ordering these beams) that they had to be "pressure treated" as well since their use was for outside, so subjected to weather changes. These beams are warranted for life. Now three years later, these beams are falling apart and our deck is now a safety issue and must be rebuilt. I contacted *********** and was told these particular beams are not "pressure treated". I took my receipts to to the Lowes store were my deck supplies were purchased and told the Manager these two beams were either ordered incorrectly( should have been pressure treated and are not) or Weyerhauser sent the incorrect product. I also filed a complaint with the Lowes Customer Complaint line. It has been several months, and I have heard no resolution to this issue. So now, Lowes and Weyerhauser, which are both multi billion dollar companies, are passing the blame back and forth as to which company is at fault, all the while, our deck is falling apart. It is hard to believe these two huge billion dollar companies are whining about replacing two Parallam Beams at a cost of $694.20. Of course, this is only the beam's cost, not what the de construction and re construction of our deck will cost along with any joist hangers, nails and other associated lumber that *** be damaged in the de construction! These two companies should replace these beams and also pay whatever the costs for rebuilding the section of our deck connected to these two rotting beams.

  Business Response

  Date: 10/12/2023

  10/12/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***********************
  RE: Case #: 20717935
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/23 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:10/10/2023

  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.

  BOUGHT A ******* REGRIGERATOR . I have the extended protection plan and lowes has continually told me that they are looking for a service technician and have failed to resolve numerous claims for the same issue a faulty ice maker. i have met the criteria to have my refrigerator replaced and want it replaced.

  Business Response

  Date: 10/12/2023

  10/12/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *********************
  RE: Case #: 20660366
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/2023 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:10/10/2023

  Type:Delivery 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.

  The order was placed on ****** for a GE washer, dryer, and oven, with warranties and parts. We were told that the washer and dryer were in stock and would be delivered and installed in two days, Thursday, 09/07/2023. When the delivery men arrived, the dryer was left at our house, but the new washer was taken back as it was already damaged from the warehouse. The old washer and dryer were also removed from our home, so we had no installed washer or dryers at this point. We were then told that they would come back the following day, Friday, to finish up. We stayed home from work again on Friday 09/08/23 to get the washer delivered and both installed, and they did not show up. We had spoken to delivery in the morning and were told that they were delivering sometime on Friday. When we called again later we were told that they didn't have us on the schedule for any deliveries nor installations, and that the washer was not in stock. This was not true, as it had been confirmed previously by the management, and delivery people, that the washer was, in fact, in stock. We went back to Lowe's and they said they rescheduled us for Saturday, the 9th. Again, we checked in Saturday morning on the 9th and were told they were coming sometime that day, but were again not given any specific time. Later, we were told that they would be at our home in the afternoon. When they did not show up again, we called and were told that their truck was too big to deliver to our home. They had just delivered the dryer, so how could they not know how to deliver the washer? The drivers told us we could have it the next day, Sunday, but would need to call to reschedule. We went back down to Lowes and they said they could schedule us for Monday but would have to get back to us later. We were later notified that they could not come until Tuesday., the 12th. At this time, we were without a washer or dryer for our family for over two weeks as they had not been working well, and they had taken away both our washer and dryer on the first visit. We were wanting to cancel the order and find somewhere more trustworthy, but were in a bad spot as Lowes had the new dryer blocking our laundry so we could not bring in any other items. So, they scheduled us for Tuesday, the 12th, and same story, we confirmed that they were coming with dispatch, and they stated that they would show up in the afternoon. Finally, we received a call from the driver that they could not come up as the truck was too big. We had confirmed previously with Lowes management, and with the delivery people, that they would bring the proper truck. We went back to Lowes and asked for a refund from the manager. The manager said it would take him awhile and he would process the refund and print out a receipt so we could pick it up in a couple of hours. Instead, it was not ready when we returned and he said he would give us a call.We received a call at the end of the day from Lowes management that they scheduled a pickup for the dryer for Thursday, the 14th, and that they would not give us ANY refunds until their drivers picked up the dryer in two days. Meanwhile, we were left with the dryer blocking our laundry.On Thursday, the 14th, the drivers eventually came to the bottom of the hill and called that they could not pick up the driver as their truck was too big, yet again.They were going to leave, but we convinced them to dolly down the dryer so that we could have It cleared for appliances that were going to be promptly delivered from another establishment the next day. Otherwise, we would not be able to get any appliances delivered at all; now ongoing for a month. To this day, we still have no refunds for the thousands of dollars that they we spent at Lowes. In addition, they never cancelled the oven installation as we keep getting messages from them. On top of the dishonesty about delivering our appliances, and making us miss work consecutively, it was extremely fraudulent to refuse the returns on the washer, oven, dryer, and other costs while they held us at ****** at their own convenience.During this process, the initial clerk did his job, the delivery men that acted professionally taking the dryer back did their job, but management and the delivery schedulers were extremely nasty, dishonest, and unprofessional during this whole process.

  Business Response

  Date: 10/12/2023

  10/12/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *********************
  RE: Case #: 20638416
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/12/23 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.
   
  ******************************************
  Lowes Executive Customer Relations
  **************