PG
Patricia Garcia
Jul 31, 2026
BE WARE ★☆☆☆☆
Our kitchen remodel through Lowe’s Henderson Store #1033 has been the most frustrating home improvement experience we have ever had.
We purchased a complete KraftMaid kitchen expecting quality products and professional project management. Instead, we have dealt with months of delays, missing cabinets, incorrect materials, damaged cabinets, and replacement cabinets that also arrived damaged after waiting two months.
What has been most disappointing is the lack of accountability. Throughout this project, we received inconsistent information from different Lowe’s representatives. We were repeatedly told someone was “working on it” and promised follow-up dates, but meaningful progress never followed. No one seemed empowered to take ownership of resolving the ongoing problems.
We documented everything with emails, photographs, invoices, and correspondence with Lowe’s Executive Customer Relations. While Amanda G. responded to our emails and remained courteous, the responses were largely status updates rather than solutions. We were eventually told that Lowe’s would not provide a full refund, despite the repeated mistakes, damaged products, and months of delays.
The impact on our family has been significant. We have lived without a functional kitchen for months. Our dining room became a temporary food preparation area, cabinets and construction materials took over our garage and multiple rooms of our home, and we have had to wash dishes outside because our kitchen remains unfinished. The repeated delays have also increased our contractor costs and created unnecessary stress.
Mistakes can happen in any project. However, customers should not have to repeatedly follow up, accept damaged replacement products, receive conflicting information, and continue waiting month after month without a clear resolution.
Lowe’s is responsible for the products and suppliers it chooses to sell. If cabinet manufacturers such as KraftMaid fail to deliver quality products, Lowe’s should hold them accountable instead of leaving customers to bear the consequences.
After everything we have experienced, I cannot recommend purchasing kitchen cabinets through Lowe’s Henderson Store #1033. We expected professionalism, quality, and accountability. Unfortunately, our experience reflected none of those.
We received the upper cabinet this afternoon and inspected it immediately upon delivery. Unfortunately, it arrived with significant damage. I have attached photos for your reference.
My question is: How is Lowe's going to resolve this situation?
We waited two months for this cabinet, only for it to arrive damaged. We are still waiting for the remaining cabinets, and at this point we have no confidence that they will arrive in good condition or that they will even be the correct cabinets. You have been working with us for more than three weeks, yet we still have not received a timeframe for when the remaining cabinets will be delivered.
Do you understand how much additional time this adds to our project? Every delay increases our costs and prolongs the disruption to our daily lives. We have already been without a functional kitchen for months, and each mistake continues to push completion even further away.
This situation is beyond frustrating and unacceptable. I cannot believe that a company of Lowe's size has allowed this project to reach this point. We have been patient throughout this process, but we need a clear plan of action. Please let us know:
How will Lowe's resolve the damaged cabinet?
When will the remaining cabinets be delivered?
What steps is Lowe's taking to ensure the remaining cabinets arrive undamaged and are the correct items?
Whether Lowe's will provide any compensation for the repeated delays, damages, and additional expenses we have incurred.
I look forward to your prompt response with specific answers and a concrete resolution (full refund).
