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

  1605 Curtis Bridge Rd Wilkesboro, NC 28697-2263

• 

  Lowe's Home Centers, LLC

  1000 Gallery Blvd Scarbrough, ME 04074

• 

  Lowe's Region 6 Office

  410 Genie Street Store 1626 Smyrna, TN 37167

• 

  Lowe's Region 6 Office

  360 East Main Street Hendersonville, TN 37075

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:10/25/2023

  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 purchased a bathroom vanity (order number *********) via lowes.com on October 15th. It said the item was in stock at the Iwilei location (Pacific Street). The available for pickup date was this past Sunday, October 22nd. The item was NOT ready for pickup. I called in and Lowe's said somebody would call me within 24 hours. It is now Tuesday, October 24th and nobody from Lowe's has reached out to me. The Lowe's app shows NO updates to my order status and I have a renovation project scheduled for Monday, October 30th. Lowe's should NOT advertise their item as available in-store if that item is not truly in-store. The phone agent told me that it is coming from **********. If I had known this beforehand, I would NOT have ordered this item. That is false advertisement and misleading the customer. Separately, I am supposed to receive a Lowe's gift card refund/replacement for a separate order that was canceled (*********) on October 20th. One phone agent tells me I will receive it within 3-5 business days via ***** and that I would be emailed the tracking information. Of course NO such email was received. I call back and another phone agent tells me it might not be coming via ***** and that there is no tracking info. This agent also tells me that it takes 3-5 business days just to ship out, not necessarily delivered within this time frame. This is outrageous. Nobody is on the same page. Everybody tells me different stories. I do NOT know who to trust. **************** so far has been terrible and nobody is making any effort to contact me about this problem.

  Business Response

  Date: 10/26/2023

  10/26/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name: ***********************
  RE: Case #:20778214
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/23 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:10/25/2023

  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.

  Lowes has try to install a front main door and storm door. Its been over 18 months and we are on 3rd attempt.Its a real mess. Current door is not installed straight and hard to close. The only way *************** is to replace it . Im so frustrated with the whole thing. I just want my money back.

  Business Response

  Date: 10/26/2023

  10/26/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***************************
  RE: Case #: 20777747
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/23 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
  **************

  Business Response

  Date: 10/26/2023

  10/26/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***************************
  RE: Case #: 20777747
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/23 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
  **************

  Business Response

  Date: 10/26/2023

  10/26/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***************************
  RE: Case #: 20777747
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/23 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:10/25/2023

  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.

  My 80 year-old father purchased a Craftsman Lawnmower from your store in ***** (on **************) on 9/11/23. They sales person recommended a 76 pound GAS operated mower (even though my father is in poor health and recently had heart surgery). On September 24th, my father attempted to mow his lawn for the first time with the new mower and suffered a stroke while using it. He was rushed to the hospital that day and remained in the hospital for 17 days. All of this can be verified with hospital records. When I flew in town to help him with his recovery and saw the new mower in his garage, it was clearly not a mower that he would ever be able to operate given his recent stroke. I took the mower back to the store and they refused to let me return it because "it was purchased over 30 days ago". He purchased it on 9/11/23 and I tried to return it on 10/14/23 (just THREE days after the 30 day ****** and the store wouldn't accept it even though he was in the hospital that whole time. I called ************************** and the representative (*********************** ******) had ZERO compassion for the situation and simply told me that the store manager refuses to accept the return and there is nothing she can do on her end. An enormous lie. I have been a Business Manager for over 25 years and I know for a fact that Corporate can authorize a return at the store level. The lack of compassion and customer service is completely unacceptable!!! Borderline elder abuse. What kind of sale person would push a mower like this on a frail 80 year old man!? Disgusting.

  Business Response

  Date: 10/26/2023

  10/26/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name: *********************
  RE: Case #:20777295
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/23 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:10/25/2023

  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.

  Order # ********* I was issued a Lowe's gift card from my home warranty company to replace my refrigerator.I purchased a refrigerator from Lowe's and it was delivered (damaged) on Sunday, 10/22/23. I arranged a pickup of the damaged refrigerator for Tuesday, 10/24/23 so that a replacement could be ordered. The transport workers (3rd party company) attempted to remove the refrigerator from the SAME door that it was delivered in. The door frame was damaged, shook, screen torn, AND one of the workers was very argumentative toward me when I questioned the damage that was taking place on my door (I have photos and video footage if needed). I received property damage and my personal safety was compromised by a Lowe's contractor. I DO NOT plan to re-order the refrigerator from Lowe's and am requesting a replacement of my patio door that was damaged.

  Business Response

  Date: 10/26/2023

  10/26/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *************************
  RE: Case #: 20776761
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/23 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:10/25/2023

  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.

  Door ordered June 2022, installed Jan. 24, 2023 in **********, **. Cost - nearly $10,000. Lowes was to special order and install the door. I flew back to SD from ** for the install. They were to be there at noon, got there about 4. It was cold and getting dark. They did a very sloppy install. A rep from the install company came up from ****** to check the install. He agreed it was sloppy at best both inside and out. He ordered a kit to fix the exterior, but he had no solution to fix interior cause they don't do cosmetic work. He suggested I call Lowe's. That's when the run around began. Lowes said call Install, ******* says call Lowes. The exterior kit came, guy came but he was told he was coming to measure for windows so did not have the right tools. A few weeks went by and he returned from ********, ** and did the exterior kit. He did a great job on the exterior. It is now July 2023. Now the interior repairs are what is remaining to be done. The inside of the door has scrapes and dings. Lowes tells me it is an installer issue, the installer tells me I need to talk to Lowes. I wrote the check to LOWES so I think it is their responsibility to resolve and fix. I wrote a letter to the *** of Lowes and first got ***** and then ********************* from their corporate customer service department. We've been on the phone many times but can not get the issue resolved. ****** offered me $300 but it will cost more than that to hire an independent contractor to come in to fix it. I've been on well over 50 phone calls, went to the store, and have bent over backwards to try to get my door fixed. I have had to adjust plans, fly back to SD, and spend time and money on this issue not to mention the stress it has caused. On October 10, 2023 I sent another letter to the *** of Lowes pleading with him to help resolve this issue. As of today, I have had no other communication from Lowes. My expectation to have the door installed properly is not out of line.

  Business Response

  Date: 10/26/2023

  10/26/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name: *********************************
  RE: Case #:20776757
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/23 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,
  Austin R.
  Lowes Executive Customer Relations
  **************

• Initial Complaint

  Date:10/25/2023

  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 10/12/23, I placed an order for a deck railing from Lowe's for $5,301.57, order #*********, invoice #*****. On 10/16/23, I received an email, titled, "Your Item(s) Are On the Way - Track Them Now #*********", telling me that items have shipped, and clicking the only "tracking" links in the emails sends me to a Lowe's tracking page. There's no indication on any of these that they use ***** for shipping, all links are lowe's links. The tracking page tells me that the item's estimated delivery date is 10/23/23.On 10/23, no delivery or attempt was made, all Lowe's page still indicated "today" as expected delivery.On 10/24, all delivery dates disappear, I receive a "Recently, we invited you to share your Lowe's delivery experience to help us provide high quality service." Lowe's email. I call customer service 1x, waited 15 minutes to speak with a representative.First representative, "Heaven", CSR ID ******* informs me that the items have not been shipped at all despite all communications. Informs me ***** was used. I inform her I no longer wish to do business with Lowe's and to cancel the order. This request was refused, she additionally refused to transfer me to a supervisor. Called a 2nd time, waited 15 more minutes. Second representative was telling me similar outcomes, "We can't cancel the order". I was disconnected from this call, unsure of which side, but I did not gather names/csr#.I would like:* A refund issued for this order, no delivery to be attempted.* An explanation of why a cancellation could not be given, despite items never being shipped, despite items never being given, despite it not being wanted (it's very easy to stop delivery of an item if they were worried it was actually shipped).* An understanding of why I received multiple emails indicating my items were shipped when they weren't? Why is ******* not communicated at all?

  Business Response

  Date: 10/26/2023

  10/26/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *********************************
  RE: Case #: 20776564
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/2023 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:10/25/2023

  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 September 2023, I bought a Generac generator with installation services using a newly approved Lowes credit card offering 12 months zero interest zero payments. The Lowes installation services representative, ***************************, changed the terms of the purchase without my consent to 24 MK the deferred interest with minimum monthly payments. As of today, I do NOT have the generator nor has it been installed. Today alone, I called the store 7 times but was cut idea h time after being transferred or placed on hold. At no time has the ************* ** Lowes personnel EVER called me back after our calls were disconnected! If I had wanted monthly payments, I am mature enough to have selected that option on my own!

  Business Response

  Date: 10/26/2023

  10/26/23
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *************************
  RE: Case #: 20776385
   
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/23 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:10/25/2023

  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.

  Ordered a washer and dryer on 9/1/2023 for delivery on 9/2/2023. We washed and attempted to dry the our first load 2 hours after delivery and the dryer started making horrible sounds and was obviously broken. I put in a case with Lowe's delivery to replace the dryer ASAP (Case ********), per the policy we could return the broken item and get a replacement. The case was closed without contact. Called back on 9/3 after 24 hours to get status. Told of closure, given gift card, and said a call would happen in 24hrs. A replacement date was set for 9/6. I requested a manager/supervisor, I was denied this request. I filed a complaint with Lowes online. They took the washer not the broken dryer. I escalated the case, no response. I demanded a refund, and it was granted after they picked up the dryer. Refund was promised on 9/6 and was to processed on 9/11 or 9/12 after dryer confirmed broken. We called on 9/29 and confirmed a refund was noted for the case. No refund has been made by Lowe's as of this date 10/24/2023. I also put in a complaint with PayPal, and Lowe's denied a problem even with the case number. Next step is to file with the ****************.

  Business Response

  Date: 10/26/2023

  10/26/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: ***********************
  RE: Case #: 20776363
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/2023 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:10/25/2023

  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 ordered a bunch of door on 10-9-2023. They cancelled 3 items without a call or notification. I had to call them to find out that they don't have the 3 doors that match the other 8 door they delivered. They said they can not get them. So I said, "What am i supposed to do with 8 doors that i can not get the 3 matching doors that i need for this renovation. No answer but cancel. Mind you they have 3 separate charges over **** each almost **** pending on my credit card and it stayed there for almost 2 weeks locking up my ability to use my credit card. So i told them to just come pick the doors back up and refund all the charges that day. Well they scheduled a pick up and no one was at the job, but the garage door was still open, like it was when they delivered them. Instead of getting them, they left and cancelled the pick up, with no phone call. So I figured that out and had to reschedule the pick up again. a couple days later they picked them up on 10-18-23. Well it is 10-24-23 and they have still not done a refund for my *******. I called the store in **************** ** and of course no manager there, phone rang for very long time, kept getting transferred for over an hour. Still no communication and no refund. They owe me for my time, interest on my card, my ******* etc..... I have called the corporate number and they just want to send you to local store. What a joke. Please help

  Business Response

  Date: 10/26/2023

  10/26/2023
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
   
  Name: *************
  RE: Case #: 20776219
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/2023 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:10/25/2023

  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 dishwasher. The installation ********** through lowes did not verify what equipment (extended hoses, extended cord) was needed and had to reschedule the installation a week later. Then they installed and left. Then the garbage disposal started leaking bad when I used it. I called them and they would not come out until the following week, leaving me without a kitchen (after they messed up). They came back out and tried to tell me they did not touch the garbage disposal (they hooked a hose up to it, so they had to touch it) and that my disposal probably just broke. I explained it was working fine before they installed the new dishwasher. They said I would need to contact Lowes. I nearly started crying, telling them it was working before and now it is not. And I have to pay to fix what they messed up? They attempted to fix it, and did fix it (only after I was about to cry). I have been calling Lowes for the last couple weeks trying to get a store manager to call me back so I can complain about what happened, and they will not call me back. I am ready to move to corporate to complain. It feels like they just do not care. The staff are too busy. Every time I call, managers are busy and they are swimming in calls.

  Business Response

  Date: 10/26/2023

  10/26/23
   
  Better Business Bureau of Southern Piedmont and **********************
  **********************************************************************************
  
  Name: ***************************
  RE: Case #:20776175
  
  Dear *********************************:
   
  Thank you for giving Lowe's an opportunity to respond to your letter.
   
  I am in receipt of your 10/26/23 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
  **************