I hate leaving a review like this, but after months of trying to resolve this privately, I have no other option.
I placed an order for decking on May 18 with a scheduled delivery date of June 2 so my contractor could begin work on June 3. Since then, my delivery has been rescheduled four times. When part of the order finally arrived, the wrong color decking had been ordered and it was left on my lawn instead of the driveway, creating yet another problem that had to be corrected. Initially, I was told that they had grass seed. Eventually, they came out and moved the wrong decking off the lawn before needing to re-seed my lawn.
I was told the order couldn’t be transferred to another store (side note: the wrong composite deck boards were delivered from and by the Utica store), and now I’m being told the Herkimer store doesn’t have a driver. As of today, my delivery has been pushed back yet again to July 30. What should have been a one-week project has turned into nearly four months of living with a torn-up backyard because I trusted Lowe’s original delivery date and had my old deck removed.
I’ve spent more than three hours in the Herkimer store and another hour on the phone with customer service trying to resolve this. On top of that, I’ve been making payments and paying interest on my Lowe’s credit card for materials that still haven’t been delivered.
I’m an interior designer, and I can’t imagine asking one of my clients to accept a three- or four-month delay with no meaningful resolution. Delays happen, but customers shouldn’t bear the cost, stress, contractor rescheduling, and inconvenience without accountability. I think it’s important to know that not only have I been going to this store for years, I also have done shopping with and for my clients, including kitchen designs, appliance selections, etc. Between myself and my clients have spent thousands upon thousands of dollars in the Herkimer store. However, after this particular interaction, this will be the last time that I bring them business or give them my own. I don’t know what happened at this store because I’ve never experienced anything like this up to this point.
Despite multiple conversations with both the local store and corporate customer service, no one has made this right. I even switched to decking that was supposedly in stock and asked them to at least deliver the framing materials so work could begin, but I’m still waiting. No framing materials, no composite decking, and no clear solution.
This project was carefully planned so my family, my Airbnb guests, and I could enjoy it this summer. Instead, it’s unfinished because of repeated delays and poor communication. I’m not asking for perfection; I’m asking Lowe’s to stand behind its commitments, treat customers fairly, and do the right thing.
