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 Companies, Incorporated

  630 Cowpath Rd Upper Gwynedd, PA 19446-1585

• 

  Lowe's Companies, Incorporated

  3207 Route 940 Mount Pocono, PA 18344-1150

• 

  Lowe's Region 6 Office

  410 Genie Street Store 1626 Smyrna, TN 37167

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:07/13/2022

  Type:Billing 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 refrigerator on 2022-07-10 at Lowes in **********. I worked with ****** in appliances who advised me that due to the way the promotion was written, I was unable to get 5% off using my Lowes card, but I could choose financing options. The reason I have my Lowes card to receive 5% off on items I buy instore. I asked to speak with a manager, she paged the *** 5 times before the **** (***) arrived. **** thought I would have be receiving 5% off of the purchase price when using my Lowes Card. After he read through things, I was unable to receive the 5% and opted to use a different card. Part of my decision choose Lowes over a competitor is because of the money that my Lowes Card will save me. No indication was given on the product page that the promotion would not be eligible to save an additional 5% when using my Lowes Card. I would like 5% off of my purchase price for resolution.

  Business Response

  Date: 07/14/2022

  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: ***********************
  RE: Case #: 17556971
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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:07/13/2022

  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 ******* refrigerator in late February of 2021 and purchased warranty, I had a heart attack on June 22nd ************************************************************** my refrigerator due to it stopped working, I called the warranty and they could not come out till July 12 2022, okay so I waited only to have them say they need parts and cant make it out till July 29 2022 they need to either replace the unit immediately or give me my money back for having to wait this long with no way to keep food cold after a heart attack this is why o got the warranty Im the first place

  Business Response

  Date: 07/14/2022

  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: ***************************
  RE: Case #: 17556769
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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,
  Jamurral C.
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:07/13/2022

  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.

  Order # ********* Invoice # ***** Purchased a dishwasher with installation from local Lowes on 6/14/22. Everything was purportedly in stock. Received email stating to expect a call to set up installation within 7 days. Heard nothing for 2 weeks. Called 6/27/22 and was told a manager would reach back out as to why order online stated it had been ready for pickup since 6/18/22. Never received phone call, so called customer service 6/28/22, to be told there were problems with Lowes system and this was why items were shown as being in store and not in store, depending on how the information was accessed. Received an email 6/29/22 saying items were being shipped to store and would arrive 7/11/22 and would then be scheduled for delivery and installation. Checked online, date had changed to all items arrived at store 6/24/22. This is contrary to earlier information and still contrary to information currently being provided. Received an email 7/1/22 stating installation scheduled for 7/7/22 and I would receive phone call day of, to set a specific time. Received a voicemail 7/8/22 stating installers had been unable to deliver and order would be delayed over 3 weeks. New installation date set for 7/28/22. My estimated delivery at this point had changed 4 times. I called customer service 7/12/22 and was told, it was unfortunate but she had no real answers. Was even told, I could just cancel installation and have items delivered. There is no accountability or competency in dealing with this. I want resolution and, honestly a discount on this service. There has been no clarity and I have had to seek out information constantly. Why should I pay for a service, which, by all accounts, is being given over a month late? They still cannot confirm that the installation will actually occur on the 28th.

  Business Response

  Date: 07/14/2022

  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: ***************************
  RE: Case #: 17556477
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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:07/13/2022

  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 Protection Plan with new Refrigerator purchased today 7/12/2022 Not able to login to website referenced in sales receipt https://www.lowes.com/l/help/lowes-protection-plan?cm_mmc=email-_-transactional-_-protection_plan-_-TM03-_-OrderPlacementConfirmation Tried numerous times and web site will not recognize Protection Plan Reference #: ******************* Called phone number on web page and unable to reach an agent after being on hold for 45 minutes.How can I verify this plan?

  Business Response

  Date: 07/14/2022

  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: ***************************
  RE: Case #: 17556351
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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:07/13/2022

  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.

  On 11/23/21 I made a large order comprising of a Refrigerator, Washer, Dry, Dish Washer along with add-ons and and required installation equipment. I have received all items except for the refrigerator which was initial scheduled for delivery at the end of January 2022. Lowes was not able to secure inventory to fill my order and told me that had to switch to a different fridge in early june 2022. Even though their competitors have them in stock.I switched to a fridge that could be delivered in 2 weeks and now have been told it will be September 2022 before the expect to have inventory.(but cant guarantee) Original Order number #********* New order Number # ********* Since the original purchase was last year and on sale to get the same model elsewhere it would cost me over $2000. I request lowes give me this so i can buy from their competitor since they were not able to honor the purchase and secure inventor for my order.My credit card has had a hold on in since November. I originally would have paid $2549 for fridge, new fridge was $2149 Current MSRP on original fridge $4599 Current MSPR on new model $4099

  Business Response

  Date: 07/14/2022

  
  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: *********************
  RE: Case #: 17556286
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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:07/13/2022

  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 dishwasher to be installed. First attempt they missed their time window. Second attempt the installed then damaged it and had to schedule a replacement. After weeks new one comes in we schedule the install. Never show up. I call only to be told they got the wrong one and should have called me to cancel. The agent I was working with hasn't responded for the last week and now says her extension is no longer active. Trying to call the store and no one is picking up.

  Business Response

  Date: 07/14/2022

  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: ***********************
  RE: Case #: 17555688
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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:07/13/2022

  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 purchase at Lowe's ********** **. A Shower Acrylic Wall while remodeling a Condo in ********* **. The wall did not fit due to structure problems. Then the contractor deserted us. Found a new contractor well recommended and he only did tiles. We had to switched to tile walls. Returning the item was no easy it was a huge box did not fit in my car. The contractor offered to drop it at the store. He took the proof of purchase and my credit card info. at the store he was detained 47 minutes they called the police and told him he was a thief. Police did not show up they got tired and gave him a Gift card. He mailed me the card and I can't use only him. I Offered to mail back the gift card for him to use and he said NO never again me going to Lowe's. He is in ******** I am in *******. I sold the condo I am not going back to ********.I tried to purchase garden stuff at ******** store they say NO only ****** Purchase date ********** card 04/14/2022. $295.74 ( i also paid $75.00 truck delivery.)Return date 06/08/2022 Transaction *****/ sales ******/ Trans # ********-06-08-22 Numerous calls to CS are worthless Rude and not willing to help Please help me get my refund back. All this is unfair. I can't afford $295.74 I already wasted the delivery fee.I can accept store credit in my name I am working constantly in my house here in *******.Thank you

  Business Response

  Date: 07/14/2022

  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: *************************
  RE: Case #: 17555341
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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:07/13/2022

  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.

  Place an order online for Order # *********. And the delivery truck came and never rang the doorbell to let someone know the delivery is here. I came home from my 3rd shift work and complain to my wife. My wife call the store Spoke to **** then **** on 16June2022 to let her know the order is wrong and not the correct color and also about the delivery. So later that day talk to **** again we upload a photo the the order to her email. **** stated she would call us Back. Needless to say **** did NOT CALL BACK. Instead she emailed me with 2 other employees. I told **** I did not want this Hi ****, Still waiting on your Phone call for more details to return the cap block. Item #******* Model #KGWCC charcoal. This is the Item I would like to replace it with. Item #***** model #***********-in W x 2-in H x 16 -in L Cap Concrete Block (****) Rectangle block. The problem is it seems like your store carries more of the darker colors in stock. It seems like the lighter **** to match the retaining wall block are unavailable at your store. The reason being we want the light **** is we have an existing wall we are trying to blend into. So, tearing it down and putting up all new is not an option. My question to you is how are we going to handle this situation this was 20June2022. Then sent another email, Yes, indeed I am still waiting on your call back since you stated you would call myself or my wife back. WE should not have to run to Lewistown store to verify the information. Which is about ************************************************************************************************** aisle are closed and no employees to find to get that items. We did ask for a replacement, But We have received 2 email on 17June2022 from **** BUT NO PHONE CALL At this point and time we are feed up and want my account refunded of all charges. **** stated you should come in to place an order instead of Online. That a problem because if our company doesn't have the retail space.

  Business Response

  Date: 07/14/2022

  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: *********************************
  RE: Case #: 17555280
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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:07/13/2022

  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.

  On 05/20/22, placed online order for two 5-light black transitional vanity light strips for $129.96, and two 8-pack dimmable LED bulbs for $47.96. Total, $191.26. Lowe's split the order -- light bulbs for pick-up, vanity light strips for delivery on 05/31/22. I was charged separately for this order -- $51.55 for the light bulbs and $139.71 for vanity light strips. On 05/25/22, received last of 4 emails stating that if I am unable to pick up the light bulbs, that portion of my order would be canceled and refunded. I was unable to pick up the items. Returned from a trip on 05/29/22 to find 05/26/22 email stating that I had picked up the items from the store and ***** delivered vanity light strips on 05/26/22. I never received a delivery from *****. I immediately contacted Lowe's and complained that I had received none of the merchandise I paid for. Since then, I've spoken to no less than 7 of Lowe's customer service agents. I was informed that ***** would reach out to me within 3 days of my complaint. They never did. I learned that my merchandise was delivered and signed for by a ****************, who is unknown to me. Regarding the light bulbs, I spoke to the ** of the store where I allegedly picked up the light bulbs. He said he'd look into it and call me the next day, which he never did. I learned later that my light bulbs were returned to inventory and someone triggered the wrong code. I eventually received a refund for the light bulbs -- $51.55 -- on 06/04/22. I was told that a refund was being processed for the balance of my order and it would take **** business days once the process began. Two weeks later, I contacted Lowe's again because the card I used to place the order had been compromised and was closed. I was informed that no refund was being processed and they could only issue the refund to the original card. He also offered an e-gift card, which I declined, due to the deplorable customer service I was receiving. To date, Lowe's has failed to refund my $139.71.

  Business Response

  Date: 07/14/2022

  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: ***************************
  RE: Case #: 17555023
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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:07/13/2022

  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.

  Made an online purchase on 7-7-22 in the amount of ******. Goods were delivered 7-9-22. Lowe's placed a double hold on my card in the amount of ******. Called and spoke with representative that said it would take 10 days to fall off. I have never purchased anything in my life where they would place a double hold on something and then hold it 10 days after the items were delivered. The hold should have fallen off my account the following work day. Here we are and it's still on there with the rep telling us it'll be 10 days. This is unethical.

  Business Response

  Date: 07/14/2022

  7/14/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  9719 *****************, Suite 300
  ********, ** 28105
  
  Name: *************************
  RE: Case #: 17554777
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 7/14/2022 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
  **************