Do not purchase Lowes Appliances! DO NOT USE XDT Delivery Services…read more
I'm extremely disappointed with my experience with Lowe's Easton. As a loyal customer who's purchased over 20 appliances from your store, I've generally had okay customer service. However, my recent experience with the appliance center has been unacceptable.
We purchased a standard range 3-4 months ago and were told that we had to arrange our own delivery. We picked it up without issue. Fast forward to November 25, we received a refrigerator with a non-working ice maker. The store was nice enough to request a replacement, which arrived on December 5. However, the delivery team from DTS was rude and condescending.
When they delivered the replacement fridge, they left without completing the installation, leaving the plastic on and handles unattached. The customer service team from DTS called me, disconnected the call twice, and then offered to send someone out on December 11 to finish the job, which I found unacceptable. They then said to go through Lowe's for resolution while Lowe's was on speaker phone with me.
I contacted Lowe's, and the manager, Josh, told me that there's nothing they can do, citing that the sale was finalized with the Warehouse, not the store. He refused to offer a credit for the inconvenience or take back the fridge. I was shocked that he seemed to brush off my concerns, stating that he's had numerous customers with similar issues.
I then called Lowe's customer service at 1-800-445-6937 and requested to speak with the Columbus district manager. The agent started a case, but her manager refused to help, and I was told that there's no other manager available to call me back. When I asked about the "deliver and set up" service, she claimed it was just a courtesy and not a standard practice.
To make matters worse, I was put on hold for over 10 minutes and then hung up on. I have video evidence of all my interactions, and it's clear that I'm not being heard. I'm extremely dissatisfied with the service and would like someone to address these issues and provide a resolution.
I'm requesting that Lowe's takes responsibility for the poor service, provides a credit for the inconvenience, and ensures that their delivery teams are properly trained to complete installations correctly.
Update:
I called Lowe's customer service again at 1-800-445-6937, and it seems like they were more interested in closing shop at 7:00 pm than addressing my issue. The agent seemed to pretend I wasn't on the phone, effectively hanging up on me without resolving anything. This is unacceptable, especially since I've been waiting for a callback. I'm extremely dissatisfied with the lack of service and concern shown by Lowe's customer service team.
Update:
Lowes Customer Service stated the delivery fee includes just the delivery they information from the website and sales person's in the story is a courtesy and not required!
Delivery Includes:
Basic installation (only available in select markets)
Connection of appliance to existing water source and ice maker or ice and water dispenser connections (if applicable)
Unboxing and inspection of your appliance; confirmation of make and model
Inspection of the appliance for visible damage (excludes appliances purchased in Lowe's Outlet locations)
Removal of packaging from your home
Removal of your existing refrigerator if haul away is purchased (customers must uninstall, empty and defrost product prior to haul away)
Level and test of the appliance to ensure it's connected properly
Connection of anti-tip bracket, if included
Basic product demonstration and testing of the appliance to ensure proper connection
Relocation of an old freestanding appliance within the same residence (reconnection not included)