Why 1 star? Because it's hard to imagine having a worse experience…read more
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There is no way to share this horror show concisely. If I was reading this review, I would just assume a crazy person was embellishing. I wish so badly that this was the case.
I bought 3 appliances from Lowe's and this is exactly what happened:
Saturday, July 26
-My dishwasher stopped working.
Sunday, July 27
-My wife and I were intrigued by a sale at Lowe's: spend $2500 on appliances and get a bunch of stuff (installation, parts, etc) for free. Our washer and dryer were also very old, so we did our research on which ones we should buy. I came to the store just before closing time and worked with two associates, as well as an Asst. Store Manager - William. They were struggling to understand how to activate the $2,500 deal, but we eventually thought it was all settled at $2,809.09. My delivery date for everything was scheduled for Tuesday.
Tuesday, July 29
-The guys arrive and tell me they are only delivering them, not installing. I call the store and speak with Norman (Appliances Asst. Mgr.) who insists the only course of action is to tell them to put the appliances back on the truck and take them back because he has to refund me and re-do the order. Norman eventually tells me that everything will be delivered and installed on Thursday and that my actual charge is now $2,589.99.
Thursday, July 31
-Only my washing machine comes. No one at Lowe's understands why this is, but apparently something was not communicated properly. I am now told that the earliest possible date I can receive the dishwasher and dryer will be Monday.
Monday, August 4
-I have a delivery window between 8am-12pm. I receive a call at 11am, "This is your delivery person, but I just wanted to let you know I am not coming today because Lowe's did not have your products at the store." I call the store and am told the earliest we can now deliver/install is Friday.
Friday, August 8
-The installer arrives at my house with both appliances. Except he brings in a base model Bosch dishwasher instead of the one we picked out. I call the store, and eventually find out that the dishwasher I picked out has been discontinued sometime in the past week or so, and is no longer available. This is incredibly frustrating, because we wanted that specific dishwasher. I eventually found the closest match I could in terms of all of the features we were looking for. But in the meantime, they installed the one on-hand, and planned to replace it with the new one when it became available.
-In addition, the dryer was the correct model, but the installer not only said he cannot stack the washer/dryer, but he doesn't even know anything about that. When I originally purchased these appliances, this was communicated but apparently I was never charged for it, as we came to find out. Justin (Appliances Mgr) then shipped me a stacking kit and told me that on Thursday, a person would come install the correct dishwasher and stack my washer/dryer.
Thursday, August 14
-They install the proper dishwasher, but say they don't know anything about stacking my washer/dryer. After multiple phone calls by me and the installer, the installer acts like he is doing me a huge favor and going above and beyond to stack them, but he eventually does it and everything is now finally complete.
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Every time that there was a mistake, I mentioned to the various managers that I spoke to that there was also an issue that I was overcharged nearly $500. I'm not sure what exactly happened along the way, but because they constantly were charging, refunding and re-charging me, something got lost in translation and my Lowe's account was $459.75 above what it was supposed to be.
Throughout the process, it was strongly emphasized numerous times that not only would I be made whole with the price difference, but I would be taken care of for all of the inconveniences. Each time this was said, it was implied that there would be a significant credit on my account due to this being such an egregious situation. I was told that once everything was done, I would speak to the store manager and he would fix everything.
When I eventually spoke to the store manager for the first time, he had an incredibly different tune. He was not apologetic, not empathetic and made me feel like I was on trial. After phone calls and an eventual visit to the store, he eventually refunded me the $459.75 I was overcharged, but he acted like he was doing me a major favor, for simply returning my money to me.
And Lowe's corporate, after this entire thing, deemed that I was entitled to $100 off of a $2589 purchase - less than a 4% discount.
At this point, I have now had 36 phone calls with Lowe's, totaling 447 minutes - just shy of 7.5 hours. For that and 5 attempts to install 3 appliances, Lowe's tells me I am lucky to get $100.
I will never spend $1 at Lowe's for the rest of my life.
