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

  1825 Old Fort Parkway Store 659 Murfreesboro, TN 37129

• 

  Lowe's Home Centers, LLC

  1700 W 133rd St Kansas City, MO 64145-1630

• 

  Lowe's Home Centers, LLC

  16300 W 65th St Shawnee, KS 66217-9799

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

• Initial Complaint

  Date: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 washer and dryer combo in December of 2019 from lowes and purchased a 3 year protection plan. In 2020, I had the dryer fail on me twice. Lowes refused to service this dryer because they said since it was within the first year the manufacturer (whirlpool) was responsible so I had to get whirlpool out to fix both issues. In June of 2022, the dryer failed on me for the 3rd time in less than 3 years and I contacted lowes protection plan to get service. The technician came out and diagnosed the problem and told me the part needed to be ordered and could not tell me when it would arrive. On July 9th, I called lowes protection plan for an update and the female told me she would escalate the situation and I would be contacted the following week. After hearing nothing all day long I contacted lowes protection plan again and the gentleman told me that there was nothing they could do it was up to the service provided to fix it and the parts are on back order. I told the rep that I paid lowes for a protection plan not any service providers and they were responsible to fix the problem or replace it. He told me there was nothing they could do. I let the rep know I was very upset and if they were not going to fix the problem then I shouldnt have bought the warranty for it. He told me I was correct. I let him know I was going to file a complaint and he asked if there was anything else I had a question about. I then called lowes customer care. Talked to ******* and told her everything that happened. She transferred me to another department where the gentlemen told me they couldnt replace the product and could schedule a service provider to come out in a week. I have waited 4 weeks to have my dryer fixed. I paid for a warranty and have not had my dryer fixed and have had to go to the laundry mat multiple times a week to get my clothes dried.

  Business Response

  Date: 07/19/2022

  07/19/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: *****************************
  RE: Case #: 17576966
  
  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.

  purchased the "5 year *** Laund Appliance Plan" with a brand new ******* Washer and Dryer in November 2020 for $249.49.In early July 2022, I discovered my washing machine was not working and contacted Lowes Protection Plan Customer Service.The woman on the phone instructed me she could not locate my plan and requested I email the original receipt and more information to her via email which I did the same day. I was promised a response in 3-4 days. Specifically, "We have received your receipt and are researching further. This process can take up to 3-4 business days. Once we receive an update we will reach out to you." No response came and I followed up on July 10. OnJuly 12, "******" responded: "we need more information to proceed. Please send us a copy of your proof of purchase(receipt), in the form of a forwarded email receipt or a picture image." This would be the same original proof of purchase store receipt i had sent 9 days prior. I sent the email from July 3 back to her and again included the original receipt. On July 14, "******"responded: "Were working on your request but we are needing another Copy of the Receipt .The image we received the *** or reference number is not visible. We need additional information: 1.Proof of Purchase showing reference number (located at the bottom of your receipt)." I replied "The receipt I have already provided twice now is the original store receipt in its entirety. I am aware there is no *** or reference number in many many dealings on the phone with people on your team." This same day,I called customer service again. I, again, received no help. I was told to submit the same information I had submitted 11 days prior and that someone would get back to me within 24 hours.Unsurprisingly, 24 hours passed and I got no response. I called again today, July 15, and had the same experience. Each time I call the ask for the same information and I have to explain all over.I am requesting a full refund of the $249.94.

  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: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.

  They delivered wrong washer and dryer, and they advertised and sold to us a version of a washer that ******* doesn't stock. Absolutely no trust in their advertising and what they deliver. What they advertise and what they deliver doesn't match. It is bait and switch. I want a deep discount for my troubles on a new washer and dryer I ordered for all this nonsense and get what I ordered including the color properly delivered. It seems like that is impossible. It is making me a slave to their delivery windows and dates. I don't want to hear sorry they are. I want some compensation for the trouble and stress this has caused and the right washer and dryer delivered to the right address I ordered. They came to the wrong address yesterday to pick up the washer but did not pick up the dryer. What a hassle. Both washer and dryer not what we ordered. They can't seem to get this right or it is false advertising in the store. I think it is bait and switch and I am tired of the excuses and "gee I am so sorry". That is a lie. Of course they aren't sorry. I want compensation for all my trouble and the washer dryer I have now ordered for the second time, right colors, my total refund on original order, compensation like a discount for all this hassle, and my new order properly installed, right products, and correct champagne color on washer and dryer matching.

  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: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.

  Last year I purchased a new ******* Refrigerator delivered on 04/26/2021. Order ********* $1,600.53 04/09/2021. Item #******* Model #RF18A5101SG Serial # ***************. ERP ********************** I EXPECT TO RECEIVE THE SERVICE THAT I WAS SOLD. I have gotten nothing but a run-around with this. "We Done have a registered Plan." I have provided them with a copy of the receipt, and they still can't help me. This is not my problem; it is Lowes. Now they are shocked that I said I have a food claim. It still could be ten days before they do anything.

  Business Response

  Date: 07/19/2022

  07/19/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: ***************************
  RE: Case #: 17576686
  
  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 ******* Hurleyto 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
  **************

• 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.

  We purchased Custom Double Front Door/Slider and a Garage Man Door in March. We received the garage door a few weeks after the purchase. The door we purchased was not the door we got, the door we got was the wrong material and size. Installers put it in damaged our stucco, took our stucco molding off and door casings. Now Months later and hours and hours of phone calls we still don't have the door we paid for we have a door that is the wrong size in our garage and we cant get them to replace it with the right door. Also, we had to got out and find our door casings and pay for them ourselves we were told we were going to get reimbursed never happened. Before the front doors came in we requested to them come and measure again to be sure since the garage door was the wrong size and that door was off the shelf not a customer order. They never came or scheduled this with the installer. We asked and asked, then the front doors supposedly came we never saw the doors the only notification we got was that the doors came in we asked and asked when we would get them installed no response for over a month. We filed a complaint and nothing, I spoke to the several Managers at Lowes Store we got nothing the Store Manager was rude and unconcerned. I have spent hours and hours of calling. At the end we are out thousands of dollars we paid for a door we don't have we canceled the order for the Front Door and Slider they charged us a 5% restocking fee and we are out for the money we spent on the Door Casings, door hardware. There's more and more to this story but not enough room to type. Please Please help if you can!!!!

  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.

  On 7/8/22 I scheduled a floor installation measurement so I could get new floors installed as they needed to be completed in the next two weeks. Lowes was scheduled to come out a week later on 7/16/22 because that was the earliest availability. I selected for them to come between 1-5 since we were celebrating my sons birthday that would give me time to do last minute errands and make it to the party that evening. The night before my appointment 9:44pm to be exact someone texted asking if I could be available for 5:30-6:30. I asked why considering that someone was supposed to come between 1-5. He basically told me that he had 11 houses all over the city so if that didnt work he could reschedule me. I advised he could cancel and Ill find someone else. The appointment was booked a week in advance and its not my fault you want to make your schedule convenient for you. What about my convenience and availability. I tried to file a complaint at the store and they laughed when I asked for a manager and passed me off to a worker next to them to advised they were the manager but was going to try to help. I advised I wanted to speak to a manager and didnt have time to play with them today. They than gave me to another lady who I advised I was just going to file a complaint because I dont have the time nor energy to play with store employees when I have other things to do in my day. I also tried calling the corporate number and after sitting on hold for over 30 minutes I decided to go on with my life and file complaints online instead.

  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 all new kitchen cabinets in December, 2021 from the Brooklyn Lowes to replace all the kitchen cabinets that had been damaged by a flood from the apartment upstairs. The cabinets were finally delivered to our living room (32 boxes) on 4/l9/21 where they remained without being touched or examined by Lowes installers for a month. After repeated calls to the Lowes in Brooklyn, I contacted Lowes executive customer relations and on 5/l9/2l they contacted me. Within a day the installer contacted me to say he would begin work on installing the cabinets. It is now 89 days later and the kitchen is far from complete. Wrong sized cabinets were installed and/or ordered, some were placed in the incorrect place, the clearance above the sink was low made it impossible to use the sink, etc. etc. ************************* from Lowes ********* services was very enthuastic about helping me but he has not been in contact with me since 7/8/22 when he said he would get back to me on 7/ll to let me know what steps will be taken to order the correct cabinets. I have received no further information about what is being done to correct his problem. (Of the 89 days, 7 days were delayed while a new floor was installed by another contractor). The apartment is not usable during this time, with boxes occupying the living, then not having a kitchen to use once installation began, with all the contents of the kitchen cabinets distributed throughout the apartment making it impossible to live in. We have had to stay in our second home with periodic visits to check on progress. HELP!!!

  Business Response

  Date: 07/19/2022

  07/19/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: ***************************
  RE: Case #: 17576388
  
  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
  **************

  Customer Answer

  Date: 03/22/2023

   
  I am rejecting this response because:

  Re: Complaint # ******** I filed this complaint months ago against Lowes for their failure to complete the kitchen I purchased in December, 2021 ($26,000). They still have not completed the kitchen. I tried logging in to the site using Code 46707526-04671 but my code is apparently old. Please help me. The kitchen is still not done!!! *************************** ************.

  Sent from *************************** (****************)

  
  
  

  Business Response

  Date: 03/23/2023

  3/23/23
  
  Better Business Bureau of Southern Piedmont and Western **************
  **********************************************************************************
   
  Name: ***************************
  RE: Case #: 17576388
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 3/23/23 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: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 bought a laundry center (stacked washer/dryer) and I was entitled to free installation. The installers were either unwilling or unskilled and made an excuse and told me to call a plumber or handyman. They told me it could not be installed without new valves installed first; I had the vent pipe. I asked them to write down the measurements and specifics of the valves I needed. I had two handymen look at it; there was no need for any new valves and the information the installer wrote down was completely incorrect, causing me to have to return the unnecessary valves. I was very pregnant and alone, and I think they just wanted to get out of doing the job or were incapable of doing the job. Sending these "installers" who would not install the appliance cost me $200 to have it professionally installed.

  Business Response

  Date: 07/19/2022

  07/19/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: *************************
  RE: Case #: 17576260
  
  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.

  I a refrigerator at Lowes.com, to be fulfiled by my local store, Lowe's *********** of Brooklyn , and my scheduled delivery date was for today (Friday July 15th 2022, between 12:30 and 4:30 PM) as per below email. The refrigerator was to be delivered from Lowe's ***********, Brooklyn NY (Fulfilling Store:LOWE'S OF BROOKLYN - ***********, ****************). However, no one contacted me and there was no delivery made during the delivery time window. I tried to call Lowe's *********** but spent incredible amountof time on hold and when someone would answer, they would get my order information only to place me on hold and never return to the call (this happened 3 times!).Finally, the order showed "delivery delayed" with no next delivery date. I am concerned that if I will change the delviery date (next Tuesday), the same will occur - non-delivery and no contact.

  Business Response

  Date: 07/19/2022

  07/19/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: *************************
  RE: Case #: 17575599
  
  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.

  In the beginning of the year I made an agreement with lowes of **********, ** to replace a fence. The fence was replaced in March. Just a week or 2 after some of the boards started bowing and coming off. I contacted Lowes and was told they no longer had an installer in the area and that there was no one to fix it. I contacted The people who did it and they came and fixed it on their own. In April- May more boards started bowing and coming loose. I contacted Lowes again and asked for the manager, I was not given the manager, but the main office number. I called them and again was told they had no one to complete the work/fix the problem, but they would keep my info for when they did. I asked them what I was supposed to do about boards coming loose and bowing. They had no answer for me and now its mid July and I still can get nothing done. This is absolutely terribly customer service. The quality of the boards is not good and I feel like they should just replace the whole fence with something better than this as I am concerned this will continue to happen.

  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
  **************