Re: Order #300901196261152354…read more
Dear Customer Service,
Re: Order #300901196261152354
I am writing regarding the above order and to request that my refund be corrected.
I began this project in February 2026 by visiting the Dickerson Road Lowe's location. The measurements were completed in March 2026, and I was originally told that the door would arrive around May 3 or May 5. However, the delivery and installation were delayed multiple times. I received several phone calls advising me that the expected date had been pushed back to June 15, then the end of June, then June 22 or 23, and finally on June 29, I was informed that the door had arrived but the framework, hardware, and other installation materials had not.
Later that same day, I was called again and told that the framework, hardware, and remaining installation materials would be delivered on July 1, with the door to be delivered on July 2. On both days, I had to remain home for most of the day waiting for the deliveries.
When the installation materials were delivered on July 1, I specifically instructed the driver to take everything to the back of the house and place it inside. Instead, the materials were left on the concrete driveway. Shortly afterward, a severe storm occurred, and the materials were exposed to heavy rain.
On July 2, when the door was delivered, I again specifically instructed the delivery team to place the door inside the house. Instead, they parked in front of my neighbor's house on the opposite side of my home rather than using the driveway and left the door outside near the back of the house instead of placing it inside as repeatedly instructed. Soon afterward, another severe storm occurred, leaving the door exposed to the weather. The door and installation materials remained outside through multiple rainstorms and extreme summer heat before I received another call regarding the project.
After everything that had occurred, I informed Tiarra that I wanted a full refund. I made this request after the Fourth of July but before July 10, well before the scheduled installation date of July 22.
In addition to the repeated delays and improper handling of the materials, I also discovered that the door did not appear to be the correct color. I ordered a black door, but the door that was delivered appeared to be white.
The door, framework, hardware, and all other installation materials remained exposed to repeated rain and excessive heat until they were finally picked up before July 20.
Because of the repeated delays, the improper deliveries, the failure to follow my instructions, the weather damage caused by leaving the materials outside, and the incorrect door color, I requested a full refund. I am requesting that the entire purchase amount, as shown in the attached documentation, be credited back to my Synchrony account so that the account reflects a zero balance.
I have also been trying to reach you, Ms. Luke, today regarding this matter. The phone rings repeatedly, but no one answers.
After signing into my Synchrony account, I am trying to determine why the refund issued does not result in a zero balance. I have attached documentation showing both the original purchase amount and the remaining balance on my Synchrony account.
I did not have an existing balance with Synchrony before making this purchase through Lowe's. Therefore, once the full refund is processed, my Synchrony account should have a zero balance.
Please review this matter and correct the refund amount so that my Synchrony account is paid in full and reflects a zero balance.
Unfortunately, based on this experience from the repeated delays and lack of communication to the improper handling of my order and the delay and unresolved refund issue, I have completely lost confidence in Lowe's installation services. As a result, I cannot, in good conscience, recommend Lowe's to family, friends, or anyone seeking similar products or installation services.
Thank you for your prompt attention to this matter. I look forward to your timely response and confirmation that this issue has been resolved.