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:07/25/2022

  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 zero turn riding mower from Lowes and purchased the four year warranty contract. It is still under manufactures warranty. The lawnmower stopped working May 13 of this year and I filed a claim. I contacted the store and they informed me that it would be picked up June 29 which it was. I was informed that I would receive an email which I did not. Its very difficult to reach anybody at the store the phone just keeps ringing and ringing. I just want to know what the status of my repair is

  Business Response

  Date: 07/26/2022

  07/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: *************************
  RE: Case #: 17611872
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/26/2022 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:07/25/2022

  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 started a purchase with lowes in October 2021 for a custom door and install. They came to my house with an estimate. They then called three other times while I was at work needing to access the inside of my home now meaning I had to leave work to accommodate appointments that were not set. The supervisor lost my paperwork, I called them back they wrote new ones and then charged me full price with expected install 1st of the year. This date came and went with no communication I called multiple times to no avail finally called the customer support for the company and found out it was delayed it finally came at end of January and it was the wrong measurements. Then they went back and reordered I again had to call and email to no avail and finally corporate found it was not submitted for reorder and then they did and it came in March and was the wrong size again. I went back and forth finally I called the credit card to cancel the charge for none delivery. Somehow the door showed up like a week later. I sold this house (14s 2nd st se ******* ** in March) this was a huge issue with me and the buyer looking as though I was scamming them I had to show them all communication with lowes. This back door was almost unusable for a year. And I got $200 store cash for my troubles they said. Awful service and unprofessional workers all around!

  Business Response

  Date: 07/26/2022

  7/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: *************************
  RE: Case #: 17618058
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/26/2022 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:07/25/2022

  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 10JUL22 I ordered a refrigerator priced at $1,357.24 along with Lowes 5 year warranty plan for $234.97 and 10ft Compression inlet $16.98. And stove with the extended protection plan at $234.97 and two Utilitech appliance power cords, one 3 prong, the other 4 prong, for $25.98 and $32.68, respectively. There was an additional $40.00 haul away fee for the old appliances. And tax on the total of $3,188.58 at 9.1% was $290.16 totaling $3,518.74. This is for order number *********. On 21JUL22, the delivery men informed me they did not have the stove or accessories to deliver, and Lowes would contact me. I accepted delivery for the refrigerator priced at $1,357.24 along with Lowes 5 year warranty plan for $234.97 and 10ft Compression inlet $16.98. I contacted the fulfilling Lowes store #**** (******, ****** Lowes General Manager ******) and spoke to a store associate named ****. He gave me the option to cancel the order on the stove and refund my money. He transferred me and the call rerouted to ***** **** told me that he had put a refund for the stove on my **************** card ending in **** and I would have a confirmation email shortly. I did not receive a confirmation, I went to the store and spoke to a customer care representative named ***** at the pickup desk who told me she was unable to help me and she would have **** call me the next day. I did not receive a phone call from ***** I looked at my **************** account and the amount of $1,466.77 was refunded to my **************** card. This is not the amount I paid for the stove. It did not include the accessories that were not delivered, the tax or the 5 year protection plan. The amount I paid for the stove was $1,285.76, the 5 year protection plan was $234.97, the two appliance cords 3 and 4 prong, $25.98 and $32.68, respectively equals $1579.39 and the tax at 9.1% ($143.72) totals $1723.11. Only $1466.77 was refunded. Lowes still owes me $256.34. I have contacted the store several times.

  Business Response

  Date: 07/26/2022

  07/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: *************************
  RE: Case #: 17600061
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/26/2022 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:07/25/2022

  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 purchased a new water heater from Lowes in ******** **. I picked the water on July 21, 2022. When I spoke to the sales associate (*****), he stated that the company contracts the install to certain companies to perform the installation. When I asked for paperwork to pay using my Lowes Card I was instructed to pay the installer, because they come assess what has to done and add the final cost. I was told I can use my Lowes card. I asked the installer today July 22, 2022 if I can use my ten percent towards the cost, he informed that I needed to take that up with the store. I called the store, asked for the manager and spoke with (****), who stated that the store didn't have a store manager, but he was the manager on duty. I proceeded to explain the issue about not being able to use my ten percent coupon with the installer. I informed **** that i was not allowed to pay in the store because of the way Lowes works with the installers. **** informed that he was not able to honor that coupon, because I paid the installer, which I could not understand, due to the fact that I picked out the product in the store and ordered through Lowes and paying using my Lowes card. **** informed that it was your policy and for me to take it up with the corporate office. **** was not helpful, I asked for his last name and he refused. I have shopped at Lowes for thirteen years and I now understand why the company is losing their customer base. They employ people like ****, who overlooks the customers needs. I would like Lowes to honor my discount coupon on the purchase of this water heater.

  Business Response

  Date: 07/26/2022

  07/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: *****************
  RE: Case #: 17612023
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/26/2022 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:07/25/2022

  Type:Product 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.

  This is about Project No. *********. Transaction done on 2/6/22 regarding installation of sheet vinyl (flooring).I am charged doubled for labor. They sent us too much material (which we unnecessarily paid more) and computed the labor charge based on the material not on the actual size of the area for installation. Installation team told me the area they worked on was ***** sq. ft. only but the material (sheet vinyl) sent to us was 144 sq. feet. When I called the store flooring department about this, they told me I was overcharged and will get a refund of half of the labor charged. I was expecting a call from them about the refund but never heard. I made multiple attempts (went to the store, phone calls, e-mails, letter) to contact them, even wrote a registered letter dated 4/30/22, to the store manager. I know they received the letter as somebody signed the return card when it was delivered. I requested them to talk to each other and discussed about this. I also called the general number (customer service) a week ago to file complaint and I was told I will hear from the Installation Team in 24 hours. Up to now no update from any of them. We were clearly overcharged for labor and had to pay for the excess material we did not need.

  Business Response

  Date: 07/26/2022

  7/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: ***********************
  RE: Case #: 17614577
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/26/2022 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:07/25/2022

  Type:Customer Service 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 picnic table. Front end manager refuse to help load hemmed and hard and complained and grunted. Second in command had to apologize for him. Finally decided to help after one half hour. Insisted on putting picnic table in truck upside down. Husband said no will scratch it manager insisted. Manager very belligerent and rude and wrong finally helped husband load the way husband said. This whole process took one and a half hours! Rude Behavior by store employees took one and a half hours of my precious time.

  Business Response

  Date: 07/26/2022

  07/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: ***********************
  RE: Case #: 17617478
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/26/2022 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:07/25/2022

  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 a window unit and a warranty to protect it if it stop working. It stopped working. They will not honor my warranty. They keep taking me around in circles giving me services out of the area.

  Business Response

  Date: 07/26/2022

  07/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: ***********************
  RE: Case #: 17618394
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/26/2022 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:07/24/2022

  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 February 21,2022 I was visited by an authorized Lowes Service repair person about the broken door latch mechanism to my ******* dual oven range Model # NX58M680SS/AA; serial #************. The repair person stated they need to order a part. I never heard back from the service company. I called back last week 5/19/22 and was told by service company Lowes was not going to pay for the part. Lowes service contact company never got in tough with me to say they were not going to pay for the part. I had to make another appointment for a Lowes authorized repair company Dependable Appliance. Dependable appliance company came on 5/26/22 to view the problem. The service man claimed he would be back in two week to install the replacement part. After 2 weeks I call back and was told they would contact me when they were coming to make the repair. After another 2 weeks I call again and was told they were looking for the part. I contact ******* parts and learn the part has been discontinued. I call Lowes Assurance repair service and explain the issue. I repeated called Lowes Protection plan service on 7/12. I let them know the problem and that the part is not available per manufacturer. Afterwards I received the following email: " Lowe's ************* <*****************************************************************> To:************************* Wed, Jul 13 at 3:57 PM Hello *****************, I looked back into your call today and thought about the overseas contact i was looking for yesterday, and finally found it. it is the ******* in ********* where the appliances are put together. if there is anyone that might be able to provide a latch for the oven, this would be the persons. the website has a chat feature and a email with 2 day response time average. Here is the web address https://www.samsung.com/sg/support/contact"Today, Lowes assurance said they would give me $1261.00 for the stove. They did not offer any other compensation given the work I did to get them to honor my claim.

  Business Response

  Date: 07/26/2022

  7/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: *************************
  RE: Case #: 17596263
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/26/2022 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:07/24/2022

  Type:Customer Service 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 ordered a ge freestanding 23 dishwasher and lowes deliveres a frigidaire under cabinet dishwasher Order # *********Invoice # *****I have called multiple times, have case number ********. They say they will call back in 24hrs - have tried multiple times and noone calls back.

  Business Response

  Date: 07/26/2022

  07/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: *****************************
  RE: Case #: 17616442
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/26/2022 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:07/22/2022

  Type:Product 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 Maytag washer Item# ****** Model# MVWC565FW serial #********* on ******* via online. It was deliver next day 6-22-22. Today 7-22-22 the washer completely stopped working. In the middle of washing a small load it stopped never drained the water out and will not power on at all. I called customer service since ************ Maytag since still covered on Manufacture warranty not even 30 days old. I was told would take till Aug 3 rd before a service repair man could look at the washer. I called the Lowe's store in the morning 9:34spoke to ******************* on duty and inquired about exchanging the product for another Maytag washer and they stated only 48hr return/exchange policy on appliances. Advised if I purchased the protection plan which I did that I am stuck with the product and have to get it serviced. When you look up reviews for this model many bad reviews. Maytag must know this is a poorly made product and is not taking accountability by removing the product from sales floor and recalling it. Lowes is not doing their due diligence by not having more repair contractors available to service the washers. I was told in our area only 1 service repair contractor in *******, ** and they do not work weekends. That is not acceptable. Plus Lowes should honor at least an exchange within 30 days of purchase. It should not matter if a Lowes credit card was used or not. I have called Lowes corporate twice today pleading with them to accept an exchange and I would pay double of what I paid for this washer to purchase the Bravos XL which is what I previously owned and was told only Maytag can issue the voucher. Which I was told by Maytag that Lowes can ask for a RA and I could exchange the washer for a different brand but Lowes has to initiate and request the *** I tried calling Lowes again and still no assistance ****@************ stated complaint filed case#********.

  Business Response

  Date: 07/26/2022

  7/26/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: *******************
  RE: Case #: 17612102
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/26/2022 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
  **************