I am extremely disappointed with my recent experience with Lowe's and feel compelled to share it publicly because this level of customer service is unacceptable.
During the Memorial Day sale, I purchased a refrigerator, washer, and dryer totaling approximately $4,000. One of the main reasons I purchased during the sale was to take advantage of the advertised pricing and have the appliances delivered shortly afterward. I scheduled delivery more than a week in advance and arranged my entire weekend around it.
My delivery was scheduled for Saturday with an 8:00 AM-12:00 PM delivery window. No one arrived. No one called. No one emailed. No one provided any explanation.
Later, I received a notification that the delivery window had changed to 12:00 PM-4:00 PM. Again, no delivery, no phone call, and no communication.
By 4:00 PM, I began trying to contact the store. I called six or seven times and could not get anyone to answer the phone. Eventually, I received another update moving my delivery window to 5:00 PM-9:00 PM. At that point, I had already wasted an entire day sitting at home waiting for appliances that never arrived.
The day ended with no delivery, no phone call, and no explanation.
Sunday morning, I called Lowe's to find out what happened. I was told the delivery truck had broken down and that my appliances would be delivered on Sunday instead. My new delivery window was 8:00 AM-8:00 PM.
At approximately 2:00 PM Sunday, I still had not heard anything. I called the store again and experienced some of the worst customer service I have ever encountered. I was hung up on multiple times. Employees acted as though I was bothering them for asking questions about a $4,000 order that was now two days late. When I requested a manager, employees laughed and brushed off my concerns. It ultimately took nearly an hour to get a manager on the phone.
During that time, I was repeatedly told the issue was the fault of the third-party delivery company. When I contacted the delivery company, they told me the issue was Lowe's responsibility. I spent roughly an hour being bounced back and forth between Lowe's and the delivery company, with neither side taking ownership or providing answers.
What made the situation even worse was eventually learning that my refrigerator, washer, and dryer had never even been loaded onto the truck on Sunday in the first place. Despite that fact, nobody called me. Nobody notified me. Nobody updated me. Instead, I was expected to sit at home all day waiting for a delivery that was never coming.
The biggest frustration is not even the delay itself. Things happen. Trucks break down. Mistakes occur. The problem is the complete lack of communication, accountability, and respect for a customer's time.
I took time off and planned my entire weekend around this delivery. Instead, I spent two full days waiting, making phone calls, chasing information, and being treated like an inconvenience for simply wanting answers.
To be fair, after a long and frustrating process, I finally spoke with a manager named Amanda. She was professional, courteous, and appeared to genuinely care about resolving the issue. She listened to my concerns, treated me respectfully, and assured me that delivery was scheduled for Monday. Amanda was the only person throughout this experience who made me feel like my concerns mattered.
I appreciate Amanda's professionalism, but one employee doing the right thing does not erase the failures that occurred throughout this entire process.
Lowe's corporate leadership should be aware that this experience has severely damaged my confidence in the company. Customers spending thousands of dollars should not have to spend an entire weekend chasing answers, being ignored, getting hung up on, and waiting for deliveries that never arrive.
I sincerely hope Lowe's reviews its delivery process, communication procedures, and customer service standards because no customer should have to go through what I experienced this weekend. read more
