I hate that I’ve spent this much time dealing with Lowe’s, much less writing this review, but if it saves someone else the trouble, it’s worth it.
I’m building my first home and needed every major appliance: refrigerator, stove, dishwasher, washer and dryer.
Regretfully, I chose Lowe’s.
I ordered everything online about a month in advance for delivery 9/13 to my new construction home. On 9/11, I learned my garage doors wouldn’t be installed in time, so I needed the appliances delivered to my rental instead.
Since this was such an expensive order, I went to Lowe’s IN PERSON to change the address. At customer service, the employee pulled up my account & asked me to point out the order. I pointed to all 5 appliances. I gave her the new address &, after watching her misspell “Cedar” 4-5 times, I had to spell C-E-D-A-R for her.
She then told me changing the address canceled my 9/13 delivery and she couldn’t get it back. The next available date was 9/17. Fine.
On 9/17, my order was inexplicably split between 2 trucks.
Truck #1 had the dryer, stove, refrigerator and dishwasher (8:30-12:30, delivery time).
Truck #2 had the washer (1:30-5:30 delivery time).
Both showed my CORRECT rental address in my Lowe’s account.
Around 1:30, the third-party service notified me they were several hours behind due to an accident and had switched drivers.
Around 3:00, the new driver called & said he had arrived. Except he hadn’t. I was at my rental & he wasn’t. He read me the address Lowe’s gave him. It was my new home address—the exact address I went into Lowe’s 6 days earlier to change.
I asked him to please bring the appliances to the correct address, only 15 minutes away. I basically begged him. He said he couldn’t because dispatch required him to deliver to the address Lowe’s provided.
So although MY Lowe’s account showed the correct address, Lowe’s failed to communicate the change to THEIR third-party delivery company.
I then spent 2.5 HOURS going back and forth between Lowe’s & the delivery company trying to fix a problem I did not create. Lowe’s took no responsibility & rescheduled those 4 appliances for 9/20.
Meanwhile, the washer still showed “preparing” and hadn’t been picked up by 5:00. Lowe’s assured me THIS delivery had the correct address and I would receive it.
9:00 p.m. came. No washer. No delivery. The next morning, I called Lowe’s AGAIN. Customer service couldn’t explain why it was never delivered and informed me it had been rescheduled for 9/24.
I went into Lowe’s IN PERSON to make ONE address change. That turned into a canceled delivery, appliances going to the WRONG address, a completely missed washer delivery, hours of my time wasted, and new delivery dates of 9/20 and 9/24.
And Lowe’s solution? They told ME to call the fulfillment center to find out what happened and try to get an earlier date. Absolutely not. I DID NOT PLACE AN ORDER WITH A FULFILLMENT CENTER. I PLACED AN ORDER WITH LOWE’S.
It is not my responsibility to track down Lowe’s fulfillment center, third-party delivery, dispatchers or anyone else Lowe’s chooses to involve. That is quite literally what CUSTOMER SERVICE is supposed to do.
Lowe’s accepted my money, accepted my order, scheduled the delivery and chose the third-party company. Yet they expect the CUSTOMER to make phone calls and figure out where her appliances are?
That is an embarrassing level of incompetence for a company this size.
Mistakes happen. This was not 1 mistake. This was a chain of preventable failures followed by employees passing problems to someone else instead of taking ownership and fixing it.
My advice to anyone considering major appliances from Lowe’s: DON’T. Labor Day, Fourth of July, Memorial Day, Black Friday or other sale they’re running. It is NOT worth it.
Saving means nothing when a company cannot reliably deliver what you purchased, communicate an address change to its own contractor, explain why an appliance was never delivered, & then expects YOU to investigate THEIR fulfillment failure.
I said it before but this time I'm shouting it from the roof-tops! I'm DONE with Lowes! You'll notice that I left one star only because there are no numbers lower than that! I'm upset, not only with the Guntersville Lowes, but mainly myself! Why? Because I knew, with my previous experiences that what I attempted to purchase online to pick up later this afternoon would be "iffy" at best! I needed a lawn sweeper and Lowes showed the one I wanted in stock. They even advertise that they would do the assembly Free if I was willing to wait 3 hours. I very neatly received a text message where they had received my order and that they would notify me when they had it ready! 4 1/2 hours went by and I'm thinking, "Well, so much for their advertised promise!" So, I go to Order Tracking, where it tells me that the order is ready to pick up. So much for a text message letting me know! I drive to Lowes to pick up my new lawn sweeper, doing exactly everything I was instructed to do. A lady comes over to me, scans the bar code for my order and tells me someone will bring it up in a few minutes. 45 minutes later I'm assuming a lady supervisor sees me pacing the floor and believe or not, asks me if someone was helping me. I told her I'd been waiting, now 5 hours for what was supposed to have been 3 hours, as was advertised on there website! She, obviously realizing that my fuse was burning very short, grabbed another girl to intervene and find why someone hadn't brought my lawn sweeper up from apparently somewhere unknown to anyone! This oblivious young female says, "OH! You thought we were assembling it??" I'm like, "Yes! That's what you advertise on your website! But I'm sensing that's all BS!" The supervisor lady, who's hovering beside this clueless young associate snaps, "OH! We only assemble stuff on Wednesdays!" An entire Sunday afternoon totally wasted on an outright lie on the Lowes website! Obviously, their belief is that people will be alright with their shananigans! If you are, fine! Me? I'll take my business somewhere else! 4.1 Stars overall?!? They must use some new mathematics I'm not aware of!
