Approximately a week and a half ago, I placed an order for several construction materials including…read more4x4 posts, joist hangers, screws, and an additional concrete box. Upon delivery, only a portion of the materials arrived. Several smaller items were missing entirely. While I was away, the delivery driver texted me regarding the order, and I responded informing him that materials were missing. He advised me to contact customer service and stated the remaining items would arrive separately on another truck.
When I contacted customer service, I was informed that no such secondary delivery was scheduled.
The following day, when I arrived home, I discovered that someone had opened my mailbox and stuffed a box of wood screws along with six of the sixteen joist hanger brackets into it, leaving me still ten brackets short. My mail was partially hanging out of the mailbox and partially laying in the street below. Whether intentional or careless, this behavior was completely unacceptable. Construction materials should never be shoved into a postal mailbox, especially without notice, receipt, or proper placement in a secure location on the property.
At that point, I seriously reconsidered continuing to do business with Lowe's due to the level of incompetence and lack of professionalism displayed.
Unfortunately, the situation worsened.
This past weekend, my carpenter informed me that we were still short three sheets of plywood, spacer brackets, and sealer needed to complete the project. Despite my previous experience, I decided to place another order through Lowe's and specifically scheduled delivery for Sunday so I could personally inspect it upon arrival.
Lowe's then canceled the Sunday delivery and rescheduled it for Monday without proper accommodation.
When I arrived home Monday, I found that:
The plywood delivered was the incorrect thickness (23/32 instead of the 1/2-inch plywood ordered)
The spacer brackets were still missing
The sealer was still missing
I contacted customer service once again and explained that this was now the third failed delivery issue in a row. I stated clearly that I no longer wished to continue ordering replacement materials and instead requested a refund. I was told that the matter would be escalated to the store and that the drivers are essentially subcontracted delivery personnel similar to Uber or Instacart.
Frankly, that explanation is irrelevant from a customer standpoint.
I placed my order through Lowe's, paid Lowe's, and paid approximately $70 in delivery fees. Whether the delivery personnel are direct employees or third-party contractors, they are still representatives of Lowe's and operating under your company's services. The lack of accountability, communication, professionalism, and care shown throughout this process reflects directly on Lowe's as a corporation.
It has now been over 48 hours since that conversation. I have not received any follow-up communication, refund confirmation, or resolution. The incorrect plywood is still leaning against my garage waiting to be picked up, and I have very little confidence that Lowe's intends to properly resolve this situation.
I find it extremely disappointing that such basic orders involving only a handful of materials could repeatedly be mishandled to this extent. Customers should not have to chase down missing materials, deal with unauthorized use of their mailbox, receive incorrect products, and then wait days without communication after requesting resolution.
