We ordered a new fence through Lowes. The project began in May 2016 and was not completed until August 2016, thanks to wrong products/deliveries, no return phone calls, etc. Then the new fence began to fall down and the gate broke, and on March 2, 2017, I made my first phone call to Lowes re the broken gate. I called Lowes multiple times to find out what they were doing about the situation. I was told no one called me back because they didn't have the right phone number, I gave them the correct number. I was finally able to speak with Robert, in the Central Production Office, but it wasn't until I spoke with his supervisor on April 13, that I could get anyone out to look at the gate and fence. The installer finally came by on April 15, 2017, to look at the fence and gate on this day and said yep the gate needs to be replaced, but we already knew this. We were put in touch with Rolf - Project Specialist Exteriors at our local Lowes. He came out May 12, 2017, and looked around and told us he would order the new gate, and he would customize the gate to make it three to four inches longer, and he would expedite the process and insisted we had waited long enough and he would tell the manufacturer it needed to be shipped immediately and it would be a couple of weeks. I called Lowes two or three weeks later to ask when the gate was arriving and was told by Rolf they were "working it out" with the manufacturer about who was going to pay for it (It did not make me feel better knowing the manufacturer did not want to stand behind their gate). Rolf said he was going to order it. Two weeks later, my husband called and Rolf said it was ordered. Two weeks after that I called again, and was told he and the manufacturer were still going back and forth about payment and he was "going to throw some money at them (manufacturer), just to get it ordered. Long story short I spoke with another manager, April, who said the gate was ordered on June 30! That was
eight weeks after Rolf came out to look at the gate, and four weeks after he told my husband it was already ordered. I called Lowes every week during the month of July trying to find out when the gate would arrive. It gate finally came in on July 21. I called to find out when it would be delivered and spoke with manager, April again, she told me the installer would call me, and he would make arrangements. The installer did call and make arrangements to have the gate delivered on August 4, 2014. I received a call from the delivery driver on August 4, and he tried delivering the gate to my previous address. The gate did not get to me until August 5, and it was not ordered to be three to four inches longer as we were told it would be. I called the central production office on Monday, August 7, 2017 and was told Randy, supervisor, would call me back in 15-20 min, today is Sunday, August 13, and I'm still waiting for Randy to return my call. My husband spoke with Rolf on Friday, August 11, on that day, Rolf told my husband he never said the gates would be ordered three to four inches longer, but said he told my husband "he would check". I don't believe that is what he said, however, let's give him the benefit of the doubt, it still does not explain why the gates were not ordered until eight weeks later or why he never called to tell either my husband or myself the gates would not be able to be customized. The entire project has been a complete nightmare.The gate did not last a year and it has been over five months since this catastrophe began. I have called the local Lowes store, the customer service, and central production office. Everyone I speak to agrees this should not be taking this long but no one wants to step up and take responsibility, and see this to the end. I have begged, pleaded, threatened to go to arbitration. So I've decided to post this to Facebook, Yelp, Angie's List, and Twitter. I'm sick and tired of this and I want it resolved. read more
