We ordered over $20,000 in premium appliances from Lowe's in May 2026 for our home renovation. Five…read moremonths later, we are still dealing with unresolved issues across multiple appliances:
* Refrigerator #1: Delivered July 31 with a broken shelf and returned.
* Refrigerator #2: Delivered August 27 but could not be installed because a required piece was missing. It remained uninstalled and leaning inside our home for one month while we waited for installation. We have photos documenting how it was left, which have been provided to the store manager.
* Refrigerator installation: On September 25, installers returned with the missing piece, only to discover the refrigerator was still incomplete and could not be assembled or installed. Additional door/panel pieces, handles, and assembly components are missing. After waiting a month, installation was still impossible. We are now waiting to be contacted to have the incomplete refrigerator removed from our home.
* Microwave #1: Delivered August 11 broken and had to be replaced.
* Microwave #2: Delivered toward the end of August with the wrong handle. Our own contractor ultimately installed the microwave.
* Oven/range: Although ordered in May, we discovered through our own follow-up that the oven order had not been placed. After it was finally ordered, we went through three failed attempts to have it released from the warehouse due to what Lowe's representatives told us was an internal system/IT issue. It was finally delivered September 10, arrived broken, and had to be returned.
* Property damage: During the September 25 refrigerator visit, the installer uncovered scratches/damage to the brand-new flooring underneath the appliance. The floors were newly installed as part of this renovation. We have photos documenting the damage, they have been sent to Lowe's and can provide them to corporate.
Since May, this order has required repeated deliveries, returns, replacements, installation appointments, missing-part requests, and follow-up by us. Based on our call history, emails, appointments, and communications with the store, installation department, delivery teams, and installers, we estimate approximately 60 separate contacts attempting to resolve this order.
This is not a single defective appliance. The issues have occurred throughout the ordering, fulfillment, warehouse, delivery, replacement, and installation process.
After four months, more than $20,000 spent, approximately 60 contacts, multiple defective/incomplete appliances, and damage to our new flooring, this needs to be reviewed beyond the store level.
We are asking Lowe's Corporate Customer Relations or the appropriate corporate escalation team to contact us directly, review the complete history of this order, and take complete ownership of the matter.