We wanted a new kitchen (a $19,000 project)
Decided to go through Lowe's of Norwich for the whole deal.
It cost $75 for a home visit from the designer and contractor, including measurements for kitchen design.
Two critical measurements from the contractor were wrong.
The $75 was supposed to be refunded if we opted for Lowe's to do the kitchen.
it was never refunded but that is a non-issue now due to cancellation of installment. (see below)
We couldn't get an answer on the start date for the construction of the kitchen. I kept asking and never got a solid answer until the designer was told that the general contractor was not coming back to work. She then informed us that they did not have a back up contractor.
So we wanted to cancel the installation and get a refund, it took 5 days to get our money refunded to us and when they did finally do the refund, they put the wrong amounts into the cards. (We used more than one card to cover the $19,000 in charges)
$4000 came out of my debit card (my money, not credit) but less than $1500 was put back into my account, then they put the majority of the refund onto the credit card. So then we had to wait even longer for the credit card company to send us a check for the positive balance on the credit card. This is a lot of money we are talking about.
A week or so later I tried to return some special order cabinet pulls and after half an hour at the service desk, I was told that they couldn't refund me the money because it wasn't put into the system when they received it. They said it could take until the end of the day. What?!?
So the designer (who was extremely helpful, unlike the service desk) offered to hold onto the cabinet hardware for me so that i would not have to make another trip over there just to get my money back. two days later I haven't seen any refund, so I contacted the designer/planner. She tells me it is done. I check my bank account and there is approximately $210 in there when it should have been around $462. ( I have receipts) ($210 was originally charged to my card and the rest was paid for with gift cards)
I contacted the designer/planner back and didn't get an answer (she was with another customer) so i tried to call a manager and they were ALL in a meeting for over two hours..... I had to leave for work so I could not wait.
the designer/planner contacted me back and told me they put the rest on a gift card but she had them convert it to cash, so it was going to be cash in an envelope that I can pick up at the service desk. Then she offered to deliver it to us but I told her not to worry about it because it wasn't her mistake. She went above and beyond her job duties to help us.
The service desk/head cashiers at this store act like they don't know what they are doing and they really don't seem to care how much they inconvenience the customers. This is not a place that i want to spend any more time or money... and we have in the past spent a LOT of money there in the past. Now we will happily go to their competitors as well as tell all of our friends, co-workers and family to not go there.
The one star in this review is for the design specialist, she was the only thing good about the whole experience. read more