Extremely Disappointing Lowe’s Customer Service and Third-Party Delivery Experience
My family had an absolutely terrible experience with Lowe’s third-party delivery and installation team. My mom and I live literally right next door to each other, and we ordered two washing machines: a stackable unit for my house and a washer for hers. Both orders included free installation, and what should have been a simple delivery turned into a complete nightmare.
The delivery team showed up 30 minutes before our scheduled delivery window without calling ahead as they were supposed to. We had to rush home from work to meet them. My 83-year-old grandmother, who lives at my mom’s house and has dementia, answered the door and told them to leave the appliance on the porch. Instead of contacting the actual customers who placed the orders, they accepted the word of an elderly woman with dementia and proceeded as though the delivery was complete.
When we arrived minutes later, we explained that we were the customers who placed the orders and that the appliances were supposed to be installed. The delivery team refused to install my mom's, despite still being on site, claiming the appliances had already been "received". The most frustrating part is that they were STILL standing outside with the unit. We live two car lengths away from each other, they could have easily corrected the situation, installed my mom’s washer, and completed the job, but they refused.
Then they also refused to remove our old washing machine or install our new stackable unit, claiming we had a "leak" in our bathroom. The floor is bone dry. There is no leak. They turned the water spigot, a small amount of water dripped out, and they treated that as a reason to refuse installation. A small drip when operating a spigot is normal pressure release, just as a little water comes out when disconnecting a hose. That alone does not establish that there is a plumbing leak.
In the end, they left our new stackable washing machine sitting in our living room, refused to remove the old machine, and did not complete the installation. My mom’s washer installation was also left unresolved, leaving her unit outside, despite the team still being there with the appliance when we arrived.
**This is not the level of service customers should receive from a company like Lowe’s.** We understand that legitimate safety or plumbing issues may prevent an installation, but those concerns should be based on actual problems, not assumptions or excuses. We expected basic professionalism, communication, and installation that was included with our orders. Instead, we were left dealing with the mess and inconvenience ourselves.
I have attached photos showing exactly how the delivery team left our home, including the new washing machine sitting in our living room, the old unit they refused to remove, and the water hookup they claimed was “leaking.” The photos document the condition they left everything in and the hookup they used as a reason to refuse installation. A few drops of water coming from a spigot when the valve is turned does not mean there is a leak. Our hookups were dry beforehand, only when they turned it did a few drops come out, yet the team refused to complete the installation or removal. I am sharing these photos so other customers can see the situation we were left dealing with.
