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Business Profile

Home Improvement

Lowe's Home Centers, LLC

Complaints

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

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Lowe's Home Centers, LLC has 1430 locations, listed below.

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    Customer Complaints Summary

    • 13,856 total complaints in the last 3 years.
    • 3,958 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • 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.
      Store # **** Store Manager : ****** , assistance manager : Nick ***** of purchase 3/20/2021 -amount $867.85 - 3 year protection plan $99 about 2 months ago my dishwasher started to give us problems , water will not drained and will not complete the wash cycle, i when to the store to ask for help. first time i when i spoke to **** who was very rude did not care of the problem i was having. i advise him i had called many times to the protection plan number that was on the back of the pamphlet which is *************. they kept telling me Lowe's has not forward the correct information to them of the purchase item . he just said to keep calling the number on the protection plan, it been over 2 month and my dishwasher still not working and has damage my kitchen floor because of the water leaking from the dishwasher. i purchase the protection plan from Lowes and they don't want to be responsible for the damage dishwasher , i have called the store multiple time and i don't get any help . ****** the store manager keep telling me the same thing that there is nothing lowes can't do to help me replace the item. i dont understand why i should be responsible for something i purchase to protect my appliance . store keep telling me i have to go through the protection plan company but they are not helping when i purchase the protection plan through lowes they did not notify me that the plan was through a 3rd party company. my kitchen floor is damage and the estimate cost to repair is about $2500 , i really need help. lowes is doing a terrible job to help me as a customer who has purchase multiple appliances through them . i need this issue resolve ASAP. im stuck with a broken dishwasher and a damage kitchen floor . what is lowes going to do about it?

      Business Response

      Date: 07/20/2022

      7/20/22022

      Better Business Bureau of Southern Piedmont and Western **************
      9719 *****************, Suite 300
      ********, ** 28105

      Name: *************************************
      RE: Case #: 17584545

      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.
      Purchased storm door on 8-27-21. Pella door installed on 10-18-21 by Lowes contractor. Glass on door was scratched and door molding dented. Have not received a replacement yet. Numerous calls are routed back to ***************************. Have also tried corporate and have waited up to 90 minutes on the phone. Latest replacement date was6-1 and when the installer went to pick up the door Lowes had sold it. No one should conduct business in this manner. Transaction #********. Purchase #*********. Would appreciate any help or advice. Thank you.

      Business Response

      Date: 07/19/2022

      Dear *********************************:

      Thank you for giving Lowe's an opportunity to respond to your letter.

      I am in receipt of your 07/19/2022 correspondence regarding a complaint that has been filed by ****** Or ****************************************.

      Lowes has begun an investigation of the facts and claims set forth per your correspondence and with ****** Or **************************************** 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: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.
      Good Evening I made a purchase at the Lowes on ****************************************************** on 7/5/2022 at 3:39. My debit card was charged three times. One time for ****** for the items I purchased. Two times of ****** for no reason. When I spoke with *** the assistant store manager he said there is nothing he can do that I needed to contact my bank. When I contacted my bank they had to terminate the card for fraudulent charges. I have been waiting for a call from the the store manager ****** which still hasn't happen. Today 7/17/2022 I went to the Lowes on ******************************************* to return the items purchased on 7/5/2022 with the receipt. The women at customer service desk said she could not return the items because it wasn't the same card I purchased the items with. I do not have the card anymore because of Lowes charging it twice for items never purchased. She offered store credit which I do not want because I have my receipt. When I asked to speak to the manager **** came out and said a refund can not be issued due to not having the card. Lowes is the reason I do not have the card anymore and is no refusing to refund my money. I asked to speak with **** the store manager but was told she wasn't in. Terrible customer service and now they are essentially holding my money from me even though the returns meet all the requirements to make a return. Attached is the receipt. I expect this matter to be resolved in a prompt and professional manor. I look forward to quick resolution to this matter. Thanks *******************

      Business Response

      Date: 07/19/2022

      07/19/2022

      Better Business Bureau of Southern Piedmont and Western **************
      ***************************************************************************** 28105

      Name: *******************
      RE: Case #: 17580029

      Dear *********************************:

      Thank you for giving Lowe's an opportunity to respond to your letter.

      I am in receipt of your 07/19/2022 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:07/18/2022

      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.
      This is an email I sent Sat, Apr 23, 4:13 PM to customercare Manager My name is ***************************. I am writing because I am so distraught over purchasing a refrigerator at your store. It has been a total nightmare! I have not slept for days and my stomach has been so upset dealing with this.It all started when my refrigerator went out on Easter Sunday. I went to Lowes (Lake county, **.)on Monday morning (****) before work and bought a whirlpool refrigerator. It was delivered on Tuesday, but the guys that delivered it refused to hook it up due to a copper tube that connects the water line. Then I noticed that the door on the unit was warped. So I called the store and told them that I needed them to bring me a new one. So they told me they would deliver a new one and pick up the damaged one and my old one on Thursday ****. On Thursday a delivery driver called and said that they were on their way to hook up a refrigerator and that they had not received anything from the store about bringing a new one. A couple hours later another driver called and said he was coming to pick up an old refrigerator and he knew nothing about bringing a new one to replace the damaged one either. So needless to say, I still didn't get the refrigerator! My neighbor called for me (because I work during the day) to check and see when they were going to bring the new one. The sales person said it was scheduled for delivery on Sunday ****.. On Saturday my brother and I went to the store to make sure a manager was aware of the issues I was having and to check what time on Sunday to expect delivery.The manager did apologize for what I went through. Then when Sunday came I got a call saying they did not have a refrigerator to bring me! So I cancelled my order and told them I wanted a full refund. Well I got the refund on the refrigerator but now I still have a charge on my credit card for $231.23 for the protection plan!! Please! Please! Help me wake up from this nightmare. ******************

      Business Response

      Date: 07/19/2022

      Dear *********************************:

      Thank you for giving Lowe's an opportunity to respond to your letter.

      I am in receipt of your 07/19/2022 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:07/18/2022

      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.
      This compliant is regarding the purchase and installation of carpet from Lowes. There are two main issues that caused ** to file this complaint. The first is a delay of four months from when the carpet was scheduled to be installed to when it actually got installed. And actually, we did not get the carpet we had chosen installed because it was being discontinued and we did not want to wait for another manufacturing run of that carpet as it would have delayed the installation even longer. The second issue was the installers damaged our hardwood floor with a tool used for installing carpet on stairs and refuse to fix the floor or compensate us for the damage. The tool marks (depressions) are on the wood where carpet meets the hardwood floor.We purchased carpet for our home on November 23, 2021 at Lowes in ************************* ********************, ******, ** *****) for just under $10,000. See attached word document for more details. Also see attached photos of the floor damage.

      Business Response

      Date: 07/19/2022

      07/19/2022

      Better Business Bureau of Southern Piedmont and Western **************
      ***************************************************************************** 28105

      Name: *****************************
      RE: Case #: 17579333

      Dear *********************************:

      Thank you for giving Lowe's an opportunity to respond to your letter.

      I am in receipt of your 07/19/2022 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:07/18/2022

      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 a dishwasher through Lowes. after 2 uses if leaked, flooded my kitchen and damaged some floorboards. Lowes threw the blame to the installer who then said it was whirlpools responsibility after 48 of delivery. Whirlpool came out and replaced a part, but in the process must have damaged the machine which now makes a notice that sounds like a faucet is running. This machine was practically silent when first purchased. The repair company associate who came out was visibly irritated when I asked him to reinstall it after the repair. He refused to ensure the washer was flush with the counter like it was on the first installation, didn't level the machine and was careless about the insulation around it. We want a replacement.

      Business Response

      Date: 07/19/2022

      Dear *********************************:

      Thank you for giving Lowe's an opportunity to respond to your letter.

      I am in receipt of your 07/19/2022 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:07/18/2022

      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.
      I purchased a whirlpool front load washing machine along with a three year warranty, the washer cost me approximately $800 and the warranty cost approximately $300 for three years. This past June my wife experienced that the dispenser that holds the detergent, bleach and fabric softener was no longer working. I reached out to lowes and they contacted the service company. After waiting over two weeks for this service company to contact us, we were finally given a service date. The representative confirmed that the dispenser was malfunctioning and needed to be replaced and someone would be in-touch to reschedule a service. I was informed a week later that the dispenser was not covered. I explained to the service company that the dispenser wasnt an add on feature and that it came with the washer as it is a vital piece to the operation of the washer. I further explained that I paid $300 for this warranty. This part is like a transmission to a car and without it the washer is useless. The service representative said they would look into it and get back to me. It has been 6 weeks and there has been no attempt to make things right. I spoke with several representatives from Lowes regarding my situation and they agreed that without the dispenser the washer is useless and Lowes should replace it. I was advised that someone from Lowes would reach out to resolve this issue. As of this date 17 July 2022 nobody has reached out to resolve this issue. Im upset and feel like I was taken for the $300 warranty. I would like to be fully compensated for both the washer and the warranty. I will never make another appliance purchase again with Lowes.

      Business Response

      Date: 07/19/2022

      Dear *********************************:

      Thank you for giving Lowe's an opportunity to respond to your letter.

      I am in receipt of your 07/19/2022 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 ***** Piina 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.
      In late September of 2021, we had men from Lowes come to both our houses, *********** and *************** to obtain quotes for window replacements. We have a contract signed with them on 10/01/21, *********************** as their lowes rep ********** to create a shingled Bay window hat at *********** and install a custom made bay window with trim inside as well and three custom double hung windows, one egress window and frames/casing at ********************* and job site cleanup were also included, all for 10,800$ which was paid upfront in check form. Our contract states the work was anticipated on 2/01/22 and completed by 3/01/22, saying delays could be up to 4 months. The process was scheduled and delayed multiple times, on 5/06/22 the first contractors backed out, in the beginning of June the materials were delivered onto our lawn, exposed to the elements and a few days later the next contractors backed out. Lowes has been contacted, by phone, by text and in person multiple times. We have records and texts with *********************, *************************, *********************, and ***********************. We have texts promising a 100% refund for labor and 50% refund for the windows because they are unable to fulfill their side of the contract. Weve been calling and gone to the store in person many times to be told he has to send an email and we should receive a refund check within a week. This has gone on for 2+ months.

      Business Response

      Date: 07/19/2022

      Dear *********************************:

      Thank you for giving Lowe's an opportunity to respond to your letter.

      I am in receipt of your 07/19/2022 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:07/18/2022

      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.
      My order number is ********. My order date is 6/5/2022. My order is scheduled to be delivered on July 12th. My current address is in Northridge and My delivery address is Chino. On July 12th, I went to Chino since I was told by the store that they will deliver on July 12th. However, the delivery person never showed up. Then I was told the delivery was rescheduled on July 13th. I went to Chino again to wait for the delivery. Again, the delivery person never showed up. On July 16th, I went to Chino 3rd time for the delivery since I was told they are going to deliver. Of course, the delivery person never showed up. One way from Northridge to Chino is 1.5 hours and 70 miles. ********* the gas in ** is $6.49 per gallon. What they have done is far more than reasonable. I need senior management team to investigate the case and reimburse for the gas. Also I need real delivery. every time when I check in with Appliance section in the store. One way drive

      Business Response

      Date: 07/19/2022

      Dear *********************************:

      Thank you for giving Lowe's an opportunity to respond to your letter.

      I am in receipt of your 07/19/2022 correspondence regarding a complaint that has been filed by Lei ****.

      Lowes has begun an investigation of the facts and claims set forth per your correspondence and with Lei **** 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.
      I went to Lowe's on 5/7/22 to order and pay for customary window blinds, since the money had to paid before the ordering. Arrangements were made for someone to come out and take measurements with an estimated date for delivery of 5/21/ 2022. During this time, I was informed that my order had gotten lost, and a new order had been requested. In the meantime, the first order and second order arrived at my home. An installer came and was putting up the blinds and noticed in both orders, there were no blinds for one of the set of windows. It was at that time, I started having problems with Lowe's in trying to get this issue resolved. They keep giving me the runaround about having someone come out again to measure. The guy who did come out, said they he had turned in the measurements and they had them at the store. Multiple phone calls were made, and I keep getting different people to talk with and explain the same problem over and over. I had asked to speak with the department head or the store manager with no success. Finally, after several weeks had went by, I talked with a "*********" and she informed me that my order would be here on July 16th. I waited by the phone on July 16th to confirm what I had been told, Again, no contact or anyone coming to my home to install the blinds. I went to the store and spoke directly with "*********" again. She claimed now it will be July 26th. This is Saturday and she pretended to call someone but suddenly remember it was a Saturday and no one would be in the office until Monday. Clearly, this is no fault of hers and I am not blaming her for this company's mishandling of my blinds. I am seeking resolution of my delivery and for this company to finish their unfinished work. It's so embarrassing when company come to our home and see this project that was paid for, unfinished and no one can tell me what is really going on. However, I was asked several times, if i had paid for my order. The extra packages were returned to Lowe's.

      Business Response

      Date: 07/19/2022

      07/19/2022

      Better Business Bureau of Southern Piedmont and Western **************
      ***************************************************************************** 28105

      Name: *********************************
      RE: Case #: 17577168

      Dear *********************************:

      Thank you for giving Lowe's an opportunity to respond to your letter.

      I am in receipt of your 07/19/2022 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
      **************

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