SD
Shelli Dial-Olmedo
Jun 3, 2026
I have been shopping at Lowe’s since they arrived in California in 1999, and I have never encountered such poor customer service from a box company. Let me tell you my story. I’ve been remodeling my business for about a year, and the county mandated that I replace my beautiful doors—22 fire doors I had installed. I ordered two fire doors through Lowe’s Home Improvement—one 40-inch and one 36-inch—and they were delivered on April 24, 2026. The installer came out, and the hinges were missing on the 36-inch door. I immediately contacted customer service and spoke to a young woman who called the vendor. She assured me the hinges would arrive in seven days. My installer said they couldn’t finish the installation until the hinges arrived. I waited six days before calling back; she told me they still weren’t here. I called again the following Monday, and she said they still weren’t here. By the ninth day, when they still hadn’t arrived, she informed me that the vendor had canceled the order. I was furious—this delay was holding up my job. The inspection cannot be scheduled until all doors are installed, and the doors can’t be installed without the hinges. She promised to check with the vendor and said they would send the hinges in three days. I agreed to wait. The next day, I called for the tracking number; she called me back and said the vendor had canceled the order again, this time because her boss canceled it. I demanded a resolution. She said she would speak to her manager, Colin, who assured me he was working on it. He contacted the vendor multiple times, trying to arrange overnight shipping, claiming Lowe’s would cover the cost, and that customer satisfaction was their priority. He kept promising they would get the hinges overnighted. I called numerous times that day, following up consistently between 8 AM. and 2:30 p.m., only to be told they were waiting for their manager’s approval to use a card for the overnight fee. This process lasted for weeks, with no resolution. Meanwhile, my project is delayed over three weeks because of this incompetence. Despite multiple assurances, Lowe’s refused to pay for overnight shipping, claiming it wasn’t their fault, and told me I could wait or return the doors. This is unacceptable. The hinges are critical fire-rated components—they can’t be sourced off the shelf. Lowe’s customer service has been dismissive, unhelpful, and rude. Randy, the manager at Lowe’s Hillsboro, exemplifies what’s wrong—he dismisses my concerns, blames the vendor, and refuses to take responsibility. It’s clear Lowe’s has changed since the 1990s; their customer service no longer prioritizes professionalism or respect. After this experience, I will never shop at Lowe’s again. I have over $15,000 worth of orders in limbo, and I am prepared to return everything. Lowe’s has cost me time, money, and patience, and their incompetence has damaged my business. I demand accountability and proper resolution. You should not treat customers this way, especially when the delay is entirely due to your mishandling. Lowe's needs to reevaluate its management and customer service standards immediately.
