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

  300 Chatham Dr Newport News, VA 23602-4382

• 

  Lowe's Home Improvement Warehouse

  1512 West Koger Center Blvd. Richmond, VA 23235

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:07/19/2022

  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.

  Lowe's sold me a defective trailer. I file a complaint with customer care as soon I encounter an issue at the store. 1st complain#******** and 2nd #********. I bought the trailer on 5/29/22, was advise to register with DMV to drive out of the lot. I picked up the trailer on 6/17/22, as noted on the store receipt. once trailer was on the road on 6/18/22, tire had a blowout in the highway from entrance #4 on 684 to next exit armont exit. I returned the trailer back to Lowe's on 6/18/22 and left it the lot because a manager refuse a refund. I reported and file a complain with customer care on the 6/18/22. Agent informed me that I was in right for a refund 90 days and customer satisfaction as well the item was charge on a Lowe's credit card which allows me more time to return the item. I reached out on 6/19/22 to :owe's and spoke with a ***** a store manager which stated she will need to speak with higher management. I stated to her that the tire had an issue because ******* a supervisor from ********* had advise us to put air on the tire because it looks low. later in the afternoon I received a call from ***** stating that they will lock the trailer and refund the item once I receive the title and sign it back to Lowe's. I informed ***** that I had rented a Uhaul to transport my items and have it for 5 days. ***** advise me that once I returned from Georgia to come to the store and sign it back for a refund. on 7/10/22 I visit the store for the refund transaction and was informed by another manager that she will not refund the item. immediately i requested for ***** and was informed she was on overnight shift.. I then returned back on 7/11/22 at 6:30 am and was given the run around again.. I called in customer care to report once again the store actions.. I request a call back from *********************** regional manager thru ****** a store manager on 7/11/22. I have yet received a call back. still waiting. I'm in request for a refund as promised on 7/19/2022.

  Business Response

  Date: 07/20/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/20/2022 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:07/19/2022

  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.

  On 3/19/22 we placed an order with Lowes for granite countertops to be ordered & installed in our kitchen. Our designer was ***************************** at the Whitehall Lowes. On 3/19, we placed & paid for our order. A total of $3851.18, which included rip out, installation, granite and an apron sink. We were told by ****** that we could make changes to our order AT ANY TIME throughout the process, up until installation and the amounts would be adjusted off as the changes were made. She told us at the end we would get a refund for the amount owed if we made any changes or took anything off.On 3/21 we got a call from the granite company. They set us up for measuring on 3/22. On 3/22 they came to our home to measure. We told him we wanted an apron sink & he said it was not possible. If we wanted an apron sink, we had to have that bought and installed PRIOR to measurements. This was never told to us by ****** and our receipt shows that we paid $744.62 for an apron sink. At that point, we were forced to pick an undermount stainless steel sink from the granite company, otherwise he would not have been able to measure for our countertops. We chose a double stainless sink from their company. The order was placed for our granite & sink. On 3/23, I made a call to ****** letting her know that we no long needed the sink because of her error & that we wanted to cancel the "rip out" of our existing *************** would do it ourselves. We should now be refunded for our sink and rip out. This should be $744.62 for sink and we were told installation was approximately $1000. At that time, I also wanted to cancel the 4 inch granite backsplash which should have bene an additional refund. She agreed to all.On 4/14 Lowes came for installation. The backsplash had not been canceled & the countertops were the wrong size. We had to cut around our existing drywall so they could be slid in and fit. Pictures attached.We have been fighting since 3/23 to get our refund & have not received.

  Business Response

  Date: 07/20/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/20/2022 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,
  Austin F.
  Lowes Executive Customer Relations
  **************
  

• Initial Complaint

  Date:07/19/2022

  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 April 8 2022 I contracted Lowes to build a privacy fence at my personal residence. I received an email that the material would be delivered May 2 and to expect the sun-contractor ************************** to begin building that week. Material was never delivered did not get contacted by the sun. I called Lowes a minimum of 5 times in May to request a status and was told the sun would contact me with details but they were waiting on my town to approve the permit. In early June I was able to speak to the sub and was told the permit wasnt even submitted until May 12 and that the town had never responded. I called the town and immediately spoke to the person who had denied the permit on May ************************************************************************* early June I was contacted by a secretary of the sun that had no experience drawing or reading plans for a fence and asked to FaceTime so I could clarify where the fence would comply with the town ordinances. I was told they should have a permit the next week and be building the week after. By the first of July there had still been no permit issued but weekly I was assured by a manager with the Lowes installation services team and the sub that they would have it by the end of the week. On July 11 I contacted the Lowes manager again and was assured they would be building it the day after the permit was rewarded. I received an email thread from the town that included the permit request and updated drawing not 30 mins after I spoke to the manager at Lowes. The secretary told the town planning commission that I was blowing her phone up she need the permit ASAP. It was awarded on the 14th I have had no really from Lowes since then and no communication from ************************* I was assured from the Lowes estimator in April the fence would be built in early May and have been given a constant run around by Lowes and its subcontractor.

  Business Response

  Date: 07/21/2022

  7/21/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: ***************************
  RE: Case #: 17586588
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/21/2022 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:07/19/2022

  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 the washing machine through Lowe's I have a warranty for 5 years The washing machine broke down they came out the 1st time took a picture and said they will get back to us they still didn't do nothing the company lost warranty did not do nothing or nothing they told me I had to get another it aint another appointment set up well there's been 5 appointments set in my washing machine is still not fixed under the warranty I have spent almost 3 days of hometime with ti'm with them then promising me a $150 for reimbursement of washing for a week which I have not received they promised me that my machine would be fixed and it's still not fixed to this date they had another company come out and supposedly fixed the washing machine and it's still not working call them several times and keep making other appointments and not complying with the warranty to have my washing machine fixed I have spent almost 3 days of hometime with ti'm with them then promising me a $150 for reimbursement of washing for a week which I have not received they promised me that my machine would be fixed and it's still not fixed to this date they had another company come out and supposedly fixed the washing machine and it's still not working call them several times and keep making other appointments and not complying with the warranty to have my washing machine fixed All they do is keep making excuses and promises and I'm still without a washing machine from May 31st of 2022

  Business Response

  Date: 07/21/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/21/2022 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:07/19/2022

  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.

  Paid for a vinyl fence install that was paid for in full on 10-24-2021. We are still pending the install. Constant delays and excuses regarding obtaining a permit then stating a permit isnt needed, incorrectly measuring the length of fence needed, ordering wrong size and style of fence. We have fencing and install product that has been sitting in our driveway for 2 months. Weve been unable to use our driveway for a year now as our old driveway was ripped ** in preparation for fencing. Lowes most recently stated a signed contract was missing-how is this possible if I paid in full and have inventory in my driveway. Ive attempted to get into contact with the installer with no results. Just asked to switch to a new installer today. I have called at least weekly over the last few months checking on the status-Lowes will never follow up with me. Fence is being installed to protect our small children from neighbors dogs. Would really just like for fence to be installed.

  Business Response

  Date: 07/21/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/21/2022 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:07/19/2022

  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.

  Purchased a refrigerator on June 8th from the Lowes ***********, ** store. Had the delivery set up for Monday June 13th. When the refrigerator got delivered it showed up with a large dent on the front of it. Lowe's confirmed on the phone they could see the dent from the delivery guy's photos that he took. They told me someone would call me back to handle the replacement. After they left we realized it also leaked water from the ice maker and we made them aware of that as well. For 4 consecutive days we tried calling and kept getting told someone would call us back. That never happened. Finally we got in touch with someone from Lowe's and they scheduled the delivery team to come out and take the damaged refrigerator and replaced with the exact model (without the dent and not leaking). On 7/9/22 the delivery team showed up and realized they had the wrong refrigerator to swap ours out with. I called immediately and spoke to someone and let them know that by now our kitchen floors are buckling (house was purchased brand new in June and our floors are already messed up) and we've been waiting over a month for a replacement. A person on the phone promised to reschedule us for the swap out on 7/18/22. When we called today to get an idea of what time they'd be showing up, no one knew what we were talking about. This has been dragging on for too long and I don't know what else to do. Seems like we keep getting passed off and no one ever calls us back or takes care of our request. I've been given so many numbers of people to call that I'm tired of it. At the end of the day if it's easier, you can come pick up your dented refrigerator that you delivered to me and just give me my money back. I can purchase from someone else if I need too.

  Business Response

  Date: 07/21/2022

  7/21/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: *******************************
  RE: Case #: 17587250
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/21/2022 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,
  Hayley G.
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:07/19/2022

  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 used Lowes installation services and they are supposed to give me 10% off the equipment bought at Lowes for military discount. This was stated by an employee representative before signing the contract to complete the work. I have emailed and called multiple times trying to get the money refunded and I have heard nothing for weeks.

  Business Response

  Date: 07/20/2022

  7/20/22022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: ***************************
  RE: Case #: 17587249
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/20/2022 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:07/19/2022

  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.

  Lowe's hired someone to install the window. The window doesn't work properly. It won't stay open. I have been calling Lowe's for 2 months to get someone to my condo in ***************** to repair this installation. They have done nothing

  Business Response

  Date: 07/21/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/21/2022 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:07/19/2022

  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.

  I purchase ******* stove on 3/26/2022 I worry for reviews and complaint about the glass is too fragile scratches very easily also just with the touch of your body oven turns on, Isell associate know abt my concern to get this product because the safety of my kids , she explained that sometimes they are just few products with problems but to not be concerned she added just purchase a warranty if anything happens to your stove you can call them (no questions ask) and they will fixed or refund your money and you can buy any other brand that you like, before this purchase we had just return a ** stove due to measurement without problems with the same lowes associate so we trust if we get the warranty we will be covered.My first cleaning with a glass stove product that was recommended from lowes associate, I got the white spots that looks and feels like scratches, I talk to lowes customer service and the guide me how to clean with baking soda with water, I followed and nothing still with the same white spots in the glass stove (note: I have experience cleaning my Kenmore for years more than 7 years and when broke glass never have this white on the glass ) they say with certainly fix it for you or replace it for you with a new one not to worry, next step was if this baking soda treatment doesn't work to call the warranty, I made the call to ******* warranty to find out that they don't cover damage to the glass , I explained I just cleaned they told me that Is not cover nothing that they can't do so they told me that I need to go to the store we're I purchased and ask them , I received an email (due to my review) saying to come to the store that they will help .Inthe store and they give me a customer care number because at this point they cannot process a return, I called the customer care and they said I'm not covered but they offer to sent a tech and I'm still waiting ref#******** for call, I paid and I was ensured of return they prolonged the time, need money back

  Business Response

  Date: 07/20/2022

  7/20/22022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: *********************************
  RE: Case #: 17587000
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/20/2022 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:07/18/2022

  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.

  Early Feb midweek evening we went to Lowes to request an estimate for a quartz counter for our renovated bathroom. A Lowes male employee let us know that usually you can set up an appointment in store to go over the details and pricing. But since it was midweek evening he said he can schedule someone to come to our house and do the same thing. We asked if they were able to estimate any of the quartz product that was currently displayed in the store. He said yes. So we gave him our information and he said we should expect a call within a few days. Received a call and the appoint was set for Feb 21st at our home. So a contractor named **** showed us some color samples of quartz that where available for us to pick from. We showed him our quartz counter top in our kitchen which is a quartz slab about 3/4" thickness and the beveled edge stating this is what we are looking for. He said yes that is what we have to offer. So we proceeded signing on his IPAD, no other project estimated was shared except the one attached. He seemed in a hurry to close the deal and now I know why. We looked at their website to make sure it was a slab and it say quartz slabs under their quartz section. (see attached)Lowes Countertop Contractor Granite Transformations was very difficult to work with. Scheduling did not call us for two weeks, It was more for me tracking these people to get an answer or template, install and plumber scheduled. It took 4 months for install the counter. To our surprise the counter was so thin and the side splash were chipped we knew then this is not the quartz slab we expected. We then put in a claim with Lowes Installation Made easy. They denied my claim. **** at ************ called us and we told him the above. He was not aware that quartz slab was listed on their site. He said its a quartz overlay.Needless to say.... we want the Granite Transformations counter top removed and we want our money back.

  Business Response

  Date: 07/20/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 07/20/2022 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,
  Jamurral C.
  Lowes Executive Customer Relations
  **************