Need recommendations on rectifying problem with Lowes

[BoatRatKat]

First off, I'm not bashing Lowes...I'm just honestly stating a problem and looking for recommendations to solve this situation. For my Dad's 90th b'day my Mom and I pooled our money and put new carpet in his "mancave". It was ordered through Lowes. They ordered the wrong size and the installer came up short. They found another piece at the store but it is now seemed very obviously when you walk into the room and the seam leads to the bathroom. I know carpets often need seems but this seem is in the worst place possible. The installer agreed it looks bad, Lowes agreed it wasn't right....everyone agrees it wasn't done right but that's all they'll do...just agree and pass the buck. Both my Mom and I have called everyone possible many times over, we've both gone down to the store many times. Customer service is absolutely useless. They promise everything and deliver nothing. The carpeting cost over 1,000.00 and looks bad. My Dad has mobility issues and spends most of his time sitting in this room and it's a constant reminder that Lowe's is not standing behind their work. If anyone has any ideas how we can get them to actually fix this please share. My 86 yr old Mom is so upset about this, she feels as if they are just dragging this out to wear her down in the hopes that she'll go away and they are doing a good job. This has been going on since January. Thank you.

[RICH1]

Offer them a chance to rectify it, or take them to Small Claims court. Don't tolerate their shenanigans....

[Neils]

Contact Lowes corporate customer service

[juneroses]

Consult with Seniors vs Crime for guidance. According to the website, their offices are still closed for in person visits, but you can submit an on line complaint.

Seniors Vs Crime in The Villages (http://www.svcinthevillages.org/)

[TheLawnKing]

This might take a little work but it will deliver results. Do a search and find out who the CEO is of Lowe's and their corporate headquarters phone number. You'll never talk to this person, but your complaint will be given to some regional vice president. And trust me, when you get an order to fix something from that high up, it'll get fixed.
Maybe this sounds like Overkill, and it is. But it's the only way I've found to get above that level of CYA management. Good luck.

[Stu from NYC]

Do what others have suggested.
Didnt they send someone out to measure before doing the installation?

[Jima64]

Keep after them. They hope you will just drop it.

[JohnN]

That's pretty sad of Lowes.
Another option is to call Channel 9 (or tell Lowes that's your next step), Television is pretty effective in getting businesses to respond (because they don't want to be on TV).

[BoatRatKat]

Contact Lowes corporate customer service

Did that, they promised to handle it and call back on a certain date and then of course never did.

[BoatRatKat]

That's pretty sad of Lowes.
Another option is to call Channel 9 (or tell Lowes that's your next step), Television is pretty effective in getting businesses to respond (because they don't want to be on TV).

My Mom did tell them she would be contacting the newspaper and they said, "no don't do that, we'll take care of you" and never followed through. Channel 9...good idea, I think we'll do that. Thank you.

[Bogie Shooter]

Morgan & Morgan
For the people.

[BoatRatKat]

This might take a little work but it will deliver results. Do a search and find out who the CEO is of Lowe's and their corporate headquarters phone number. You'll never talk to this person, but your complaint will be given to some regional vice president. And trust me, when you get an order to fix something from that high up, it'll get fixed.
Maybe this sounds like Overkill, and it is. But it's the only way I've found to get above that level of CYA management. Good luck.

My Mom did manage to get through to corporate HQ in Mooresville, NC on April 2nd. She has a notebook full of everyone she has talked to. They promised her that they would take care of it and call her back on April 6th. It's now the 10th and nobody has called her back. She went to the store AGAIN yesterday and the answer now is that they can replace it with 2 SEAMs!! From one unsightly seem to two seams, what sense does that make??! And then they compliment her hair! I have never in my life seen such horrible customer service.

[BoatRatKat]

Do what others have suggested.
Didnt they send someone out to measure before doing the installation?

Yes, they came out to measure. Lowes ordered the wrong size...after ordering the wrong carpet. This whole thing has been one misstep after another.

[collie1228]

This might take a little work but it will deliver results. Do a search and find out who the CEO is of Lowe's and their corporate headquarters phone number. You'll never talk to this person, but your complaint will be given to some regional vice president. And trust me, when you get an order to fix something from that high up, it'll get fixed.
Maybe this sounds like Overkill, and it is. But it's the only way I've found to get above that level of CYA management. Good luck.

Exactly right. Put your story in a letter, send it registered mail, and address it directly to the CEO. Your letter will get attention, and I'll bet they fix the problem post haste.

[eyc234]

How did you pay them? If you paid by credit card just dispute the charge and get the charge reversed. Pretty much guarantee they will work with you to fix the problem to get their money back

[MrFlorida]

Go to the Lowe's website, contact their " Customer Cares" dept. They will make it right.....

[Mortal1]

Post it on social media...Facebook, twitter and any other you can think of.

[retiredguy123]

I would ask them for a full refund.

[zahra75@ptd.net]

Dispute the charge on your credit card.

[retiredguy123]

Dispute the charge on your credit card.
I agree, but it may be too late. You must dispute the charge within 60 days from the statement date where the charge appears.

[retiredguy123]

If it were my house, I would take lots of photos and document the names of all Lowes employees that I had talked with. I would send a letter to Lowes and politely ask for a refund. Then, I would hire another company to replace the carpet, and send another letter to Lowes with the "after" photos. Life is too short to worry about things like this.

The problem with hiring a company like Lowes or Home Depot is that they only care about selling the carpet or other product. They use outside contractors to do the installation. So, they probably don't even know who the contractors are except from complaints they receive about them. If they receive too many complaints, they may drop them from their contractor list. The contractor should not have installed the carpet when they found out that they didn't have the correct amount of carpet.

[mixsonci]

I had a big problem with Verizon, my nephew, who is very savvy in these problems told me to contact the offices listed below, I did and had instant satisfaction.

File your complaint against Verizon with both the Florida Attorney General and the Better Business Bureau, below are the direct links...

FLORIDA ATTORNEY GENERAL....

Florida Attorney General - Citizen Services Contact Form

Florida Attorney General - Contact Form



BETTER BUSINESS BUREAU...
If you need help or have questions on what to fill out you can contact the Florida help line at 407-621-3300

BBB Online Complaint System | Get Started

Sorry I couldn't get the link to copy correctly, but if you look them up, I'm sure you'll find the link and forms

[EdFNJ]

I agree, but it may be too late. You must dispute the charge within 60 days from the statement date where the charge appears. Actually while that may be the "law" the CC bank will often do it anyway. I disputed a December 2019 charge on October 3 2020 on my Citibank card for tickets for a show that was cancelled and rescheduled 3x then finally cancelled by Villages Box Office but never refunded and Citi took care of it. I got the "permanent credit" from Citi on Nov 30 2020. Villages Box Office ran me around for months and kept telling me I'd have my refund "in another 8-12 weeks" after each call so I finally gave up with them.

[Sparty6971]

First off, I'm not bashing Lowes...I'm just honestly stating a problem and looking for recommendations to solve this situation.

Here is the Facebook page for Lowes: Lowe's Home Improvement (https://www.facebook.com/lowes) Corporate folks REALLY don't like negative publicity. Worth a try sharing a somewhat polite but firm explanation on their FB page.

[BoatRatKat]

Thank you, thank you, thank you to all who replied! All very good ideas that I will get started on.

[REDCART]

With this unsatisfactory Lowe’s flooring experience in mind, and with so many local flooring businesses in the area, I.e. Reedy Flooring, Wildwood Flooring, Floormasters, even Great Lakes, why would anyone trust Lowe’s and HD? I have little confidence in the big box stores. Now I’ve got none.

[Stu from NYC]

Yes, they came out to measure. Lowes ordered the wrong size...after ordering the wrong carpet. This whole thing has been one misstep after another.

Did you pay them with a credit card? If so put it on dispute immediately.

Hopefully that will get their attention

Oops someone else gave this advise.

[SusanStCatherine]

Lowes and their contractors should be licensed. File a complaint.
If you wish to file a complaint against a contractor, you may contact the Department of Business & Professional Regulation online at MyFloridaLicense.com – License efficiently. Regulate fairly. (http://www.myfloridalicense.com) or by phone at (850) 487-1395. You may be able to have it fixed by someone else and get reimbursed.

[Bwolf1]

Lowe’s is great on exchanging items for a few bucks but if you get over $50 you are in for a no customer service battle. My experience with Lowe’s is “Learn to like it the way it is”. Have come to avoid large purchases from them. Nobody seems to know or care about what’s going on, so nothing happens.

[steamdogman]

Had a problem with a refrigerator I bought from Lowe’s. Kept getting the run around so I wrote to the Consumer Affairs office in Florida.

You would be amazed how quickly I heard back from Corporate and then a call from the Store Manager.

It was quickly handled to my satisfaction

[scottiesrgreat@gmail.com]

I would hand-write (neatly and legibly) - a *short* concise note and include one small photo - hand address to Lowe’s CEO, Marvin Ellison, at
1000 Lowe's Blvd Mooresville, NC 28117
If you do it - in a kind, concise way - you may get some good service.

PS - I agree - posting on their official Facebook page and other social media will get (should get) a quick response...... they have systems that are constantly monitoring posts and if you include the right words - they should respond.....

Also - Lowe’s has a relationship with all installers they use - Lowe’s warrants the product and service ....

FYI -

Lowe’s Contact info:

1000 Lowe’s Boulevard
Mooresville, NC 28117
https://www.lowes.com/

Phone Contacts

Main: 704-758-1000
Customer Service: 1 (800) 445-6937
Toll Free: 1 (877) 465-6937

Monday through Saturday, 8 a.m. to 10 p.m. (ET)
Sunday, 8 a.m. to 9 p.m. (ET)
Credit card support: 1 (800) 444-1408

Email Contacts

vpcustexp@lowes.com
vpcustexp@lowes.com

Social Media Contacts

Facebook
Twitter

Executive Contacts

Primary Contact
Ronda Harlow
Director Executive Customer Relations
1000 Lowe’s Boulevard
Mooresville, NC 28117
Ronda.harlow@lowes.com

Vincent Scalese
Executive Vice President of Operations
1000 Lowe’s Boulevard
Mooresville, NC 28117
vincent.scalese@lowes.com

dfri@lowes.com.

Chief Executive
Marvin Ellison
President and Chief Executive Officer
1000 Lowe’s Boulevard
Mooresville, NC 28117
marvin.ellison@lowes.com

[airdale2]

Installers are not Lowes employees, but private contractors, if the mistake is theirs, its theirs to fix.

[Petersweeney]

[QUOTE=TheLawnKing;1928275]This might take a little work but it will deliver results. Do a search and find out who the CEO is of Lowe's and their corporate headquarters phone number. You'll never talk to this person, but your complaint will be given to some regional vice president. And trust me, when you get an order to fix something from that high up, it'll get fixed.
Maybe this sounds like Overkill, and it is. But it's the only way I've found to get above that level of CYA management. Good luck.[/QUOTE

Called president of Empire Carpet left a message about suing them in federal court since he was in Chicago and I’m in Florida - it was a 15000 tile job - they used defective tile- I told him the complaint would be filed by weeks end since I’m attorney I can do that.... they came the next day with a brand new crew and a lot of new tile.....

[billyb1950]

Advice: don't go to a huge "big box" store for anything that includes installation by a subcontractor. As the old adage goes, these "big box" stores are "jacks of all trades, but masters of none". My father had the same thing happen at a Home Depot in Ohio back in the 1990s. They "tried" to install hardwood floors in his house and put putty in the seams because the hardwood planks were so far apart. After a few months of fighting with them and corporate, they finally ripped out the bad and replaced it with the good - with a different but efficient contractor. Advice # 2: if you want flooring, go to a flooring store where all they do is flooring and quite often the installers are employees, not subs.

[noslices1]

Have a lawyer send Corporate headquarters a letter of intent to sue.

[richs631]

Go to Lowe’s and ask for the regional managers email and phone number. That should have them take care of it right away. In the future purchase carpet, tile ect. Through a carpet store. Lowe’s is a retail store and hire any outside contractor that can walk and talk.

[dreamweaver2634]

how was it paid for? If you used a credit care then dispute the payment and the credit card company will get involved. Also call Headquarters.

[vitacr]

Send your complaint to the Better Business bureau & put your desired remedy. They have to respond in a few days. I had luck with that method in the past. Good luck.

[MLuft]

Agree; dispute your credit card charge and they will work with you.

[Girlcopper]

Offer them a chance to rectify it, or take them to Small Claims court. Don't tolerate their shenanigans....
That will only cost you more money, time and aggravation and you still have the shoddy rug. Useless move.

[riley2011]

First off, I'm not bashing Lowes...I'm just honestly stating a problem and looking for recommendations to solve this situation. For my Dad's 90th b'day my Mom and I pooled our money and put new carpet in his "mancave". It was ordered through Lowes. They ordered the wrong size and the installer came up short. They found another piece at the store but it is now seemed very obviously when you walk into the room and the seam leads to the bathroom. I know carpets often need seems but this seem is in the worst place possible. The installer agreed it looks bad, Lowes agreed it wasn't right....everyone agrees it wasn't done right but that's all they'll do...just agree and pass the buck. Both my Mom and I have called everyone possible many times over, we've both gone down to the store many times. Customer service is absolutely useless. They promise everything and deliver nothing. The carpeting cost over 1,000.00 and looks bad. My Dad has mobility issues and spends most of his time sitting in this room and it's a constant reminder that Lowe's is not standing behind their work. If anyone has any ideas how we can get them to actually fix this please share. My 86 yr old Mom is so upset about this, she feels as if they are just dragging this out to wear her down in the hopes that she'll go away and they are doing a good job. This has been going on since January. Thank you.

Contact the credit card company and dispute the charges and see how quickly they come up with a solution.

[BobbyShields]

Hi B.R.K.

I have never known Lowe's not making good on a bad project. Honestly, if you see a senior manager there, they will resolve your problem.

Robert,
Lowe's CSA

[Rickanvic]

Primary Contact
Ronda Harlow
Director Executive Customer Relations
1000 Lowe’s Boulevard
Mooresville, NC 28117
Ronda.harlow@lowes.com

Vincent Scalese
Executive Vice President of Operations
1000 Lowe’s Boulevard
Mooresville, NC 28117
vincent.scalese@lowes.com

dfri@lowes.com.

Chief Executive
Marvin Ellison
President and Chief Executive Officer
1000 Lowe’s Boulevard
Mooresville, NC 28117
marvin.ellison@lowes.com[/QUOTE]



I had a problem on a Sunday at one of the stores. I came home emailed all three above and had a phone call at 8:02 a.m. on Monday morning.

marvin.ellison@lowes.com

ronda.harlow@lowes.com

vincentscalese@lowes.com

[BoatRatKat]

I would hand-write (neatly and legibly) - a *short* concise note and include one small photo - hand address to Lowe’s CEO, Marvin Ellison, at
1000 Lowe's Blvd Mooresville, NC 28117
If you do it - in a kind, concise way - you may get some good service.

PS - I agree - posting on their official Facebook page and other social media will get (should get) a quick response...... they have systems that are constantly monitoring posts and if you include the right words - they should respond.....

Also - Lowe’s has a relationship with all installers they use - Lowe’s warrants the product and service ....

FYI -

Lowe’s Contact info:

1000 Lowe’s Boulevard
Mooresville, NC 28117
https://www.lowes.com/

Phone Contacts

Main: 704-758-1000
Customer Service: 1 (800) 445-6937
Toll Free: 1 (877) 465-6937

Monday through Saturday, 8 a.m. to 10 p.m. (ET)
Sunday, 8 a.m. to 9 p.m. (ET)
Credit card support: 1 (800) 444-1408

Email Contacts

vpcustexp@lowes.com
vpcustexp@lowes.com

Social Media Contacts

Facebook
Twitter

Executive Contacts

Primary Contact
Ronda Harlow
Director Executive Customer Relations
1000 Lowe’s Boulevard
Mooresville, NC 28117
Ronda.harlow@lowes.com

Vincent Scalese
Executive Vice President of Operations
1000 Lowe’s Boulevard
Mooresville, NC 28117
vincent.scalese@lowes.com

dfri@lowes.com.

Chief Executive
Marvin Ellison
President and Chief Executive Officer
1000 Lowe’s Boulevard
Mooresville, NC 28117
marvin.ellison@lowes.com

My Mom has sent two letters so far to HQ, the second one just this past Friday. She actually talked to someone in HQ on the 2nd and was told they would handle it and call her back on the 6th with a resolution. Never happened. Everyone is polite but that's the only good thing I can say. Thank you for all this information, I will not give up.

[BoatRatKat]

Hi B.R.K.

I have never known Lowe's not making good on a bad project. Honestly, if you see a senior manager there, they will resolve your problem.

Robert,
Lowe's CSA

I wish I could find a senior manager there, any manager! The first time I requested a manager at customer service, the woman chuckled and said, "yeah, good luck with that" and then paged someone to come up. I stood around forever and nobody ever came even after she paged a few more times at my request. Finally I flagged an employee down who was walking by and pleaded my case. Never saw any manager. Second time I requested a manager, all he did was keep handing me a scrap piece of paper with installation's phone number even though I kept telling him I'd already talked to them many times to no avail. As usual, took all the info and promised to call...never happened. I can't tell you how many times my poor little Mom has gone in. She has even cried and asked them would they want their Mom's to have to go through this? I find all this so disappointing and wonder how people go home and sleep well at night.

[G.R.I.T.S.]

Offer them a chance to rectify it, or take them to Small Claims court. Don't tolerate their shenanigans....

Have a tee shirt printed “Ask me about Lowe’s...” and go shopping.

[Joanne19335]

This might take a little work but it will deliver results. Do a search and find out who the CEO is of Lowe's and their corporate headquarters phone number. You'll never talk to this person, but your complaint will be given to some regional vice president. And trust me, when you get an order to fix something from that high up, it'll get fixed.
Maybe this sounds like Overkill, and it is. But it's the only way I've found to get above that level of CYA management. Good luck.

Marvin R. Ellison | Lowe’s Corporate (https://corporate.lowes.com/who-we-are/lowes-leadership/executive-leadership/marvin-r-ellison)

[Heytubes]

Lowe’s did my carpet with no issues. Just get the store manager’s name and tell him he has 48 hours to rectify the issue or you’re going to corporate and make sure you tell the manager the CEO’s name. Just google Lowe’s corporate website and you’ll see all the names of the principle officers. Case closed.

[Larchap49]

Go on their website a d post a negative review on both the product and Lowes service also post on social media, Google reviews and any other you can find, they hate negative feedback and will respond. The corporate call in addition too.

[wddhaene@comcast.net]

We recently moved to Florida. We were in Home Depot and the salesman told us that Florida has a law about purchases made at big box stores. They state stands behind you 100 % and will deal with them. I’m not sure who to call but look it up on the web and find out what it is called. My neighbor just got back $7500 fir a bad job done by Home Depot.

[willbush]

First off, I'm not bashing Lowes...I'm just honestly stating a problem and looking for recommendations to solve this situation. For my Dad's 90th b'day my Mom and I pooled our money and put new carpet in his "mancave". It was ordered through Lowes. They ordered the wrong size and the installer came up short. They found another piece at the store but it is now seemed very obviously when you walk into the room and the seam leads to the bathroom. I know carpets often need seems but this seem is in the worst place possible. The installer agreed it looks bad, Lowes agreed it wasn't right....everyone agrees it wasn't done right but that's all they'll do...just agree and pass the buck. Both my Mom and I have called everyone possible many times over, we've both gone down to the store many times. Customer service is absolutely useless. They promise everything and deliver nothing. The carpeting cost over 1,000.00 and looks bad. My Dad has mobility issues and spends most of his time sitting in this room and it's a constant reminder that Lowe's is not standing behind their work. If anyone has any ideas how we can get them to actually fix this please share. My 86 yr old Mom is so upset about this, she feels as if they are just dragging this out to wear her down in the hopes that she'll go away and they are doing a good job. This has been going on since January. Thank you.
This happened with us but with a different company when in Pensacola; last large family room seam went wrong way and an eye sore; I said, lets go to the managers and owners homes and see if any areas they have carpet has seams they can see;if it was ran the other way would have been ok ;they replaced it; get Lowes management involved not just sales people; good luck; persistence will get it done

[KMcgee]

Suggest you write a letter to the CEO of Lowes and explain your situation. It will be read by someone that responds to problems directed to him. I did this with Home Depot and got them to address my problem. His Name is Marvin Ellison, President and CEO, here is his email address, good luck " marvin.ellison@lowes.com "

[DAVES]

First off, I'm not bashing Lowes...I'm just honestly stating a problem and looking for recommendations to solve this situation. For my Dad's 90th b'day my Mom and I pooled our money and put new carpet in his "mancave". It was ordered through Lowes. They ordered the wrong size and the installer came up short. They found another piece at the store but it is now seemed very obviously when you walk into the room and the seam leads to the bathroom. I know carpets often need seems but this seem is in the worst place possible. The installer agreed it looks bad, Lowes agreed it wasn't right....everyone agrees it wasn't done right but that's all they'll do...just agree and pass the buck. Both my Mom and I have called everyone possible many times over, we've both gone down to the store many times. Customer service is absolutely useless. They promise everything and deliver nothing. The carpeting cost over 1,000.00 and looks bad. My Dad has mobility issues and spends most of his time sitting in this room and it's a constant reminder that Lowe's is not standing behind their work. If anyone has any ideas how we can get them to actually fix this please share. My 86 yr old Mom is so upset about this, she feels as if they are just dragging this out to wear her down in the hopes that she'll go away and they are doing a good job. This has been going on since January. Thank you.

We of course only hear one side of every issue.

Few know how to properly complain and get action. Hopefully you have documented each person you spoke to name, date, time etc. I assume you desire carpet replacement.
It is very likely that the people you are dealing with simply do not have the power to do this. It is time to find people who do have the power. You mention Lowes. It is true of any corporation. You can look up on the internet who the top people are. Send a registered return receipt letter, RESTRICTED DELIVERY to them by name. Restricted delivery letter, you may well be told at the post office that they have never heard of this.
It does exist. It is expensive to do ????? about $20 or so. The top person will need to sign for your letter. You can bet it will be resolved.

As far as a seam. You possibly can choose not to have a seam. The waste, that you will pay for will dramatically increase your cost.

[Ptmckiou]

I was once a Lowe’s Assistant Store Manager. Call and talk to the Store Manager. They receive bonuses if they exceed their profit for the year. Ask the store manager for the name of their Regional Manager and his/her location and phone number. This will imply you mean business. Tell the store manager that if their install department doesn’t order new carpet and fix this error, you’ll have no choice but to tell the local community through the news media that they don’t care about customer service and fixing their problems. The store manager does have the authority to fix this problem without anyone up the chain. The Lowe’s I know would give away the store to their customers, to the point customers would even take advantage of their generosity on returns and issues.

[Brondrisek]

In my opinion, don’t threaten to take them to TV station, the Lowe’s President, court, etc. just do it. And don’t let it go. Be mad that you’ve been treated poorly and keep after them until it’s fixed.

[jfkilduff]

You never mentioned the size of the room!!!! Carpet has a max dimension in one direction usually width. So you may have a seam no matter what.

[BoatRatKat]

Go on their website a d post a negative review on both the product and Lowes service also post on social media, Google reviews and any other you can find, they hate negative feedback and will respond. The corporate call in addition too.

Did that.

[BoatRatKat]

You never mentioned the size of the room!!!! Carpet has a max dimension in one direction usually width. So you may have a seam no matter what.

Yes, seams are doable but not when you put them right when you walk into the room and have it then lead you to the bathroom. You put a seam in the least conspicuous place, not the most. It's already been agreed upon that they did it wrong, they've fessed up...the problem is getting them to fix it!

[HORNET]

Contact Seniors against Crime, don’t trust local store managers

[DAVES]

How did you pay them? If you paid by credit card just dispute the charge and get the charge reversed. Pretty much guarantee they will work with you to fix the problem to get their money back

There is a time limit to do that. The original post states January so I assume too late for that. As far as entering a charge dispute on a credit card, it does work but I wonder why.

The credit card company will tell you that they will only withhold payment for 90 days. I don't think they can or will refuse to pay. My guess as to why it works is that by withholding payment it kicks out on some sort of exception report and someone higher up needs to justify what is going on. We all tend to do the easy. To thoroughly investigate an issue takes hours. To say no, takes almost no time.

[dadoiron]

How did you pay them? If you paid by credit card just dispute the charge and get the charge reversed. Pretty much guarantee they will work with you to fix the problem to get their money back

Hope you paid with CC this would also definitely work.

[airstreamingypsy]

It always works when I got to a corporation's facebook page and announce that I have tried to work with the store, but am unhappy... blah blah blah. I guarantee you someone will ask you to message them, through FB and tell them the problem....... then it will go from there. They will make it right once you take it public where their potential customers can see it.

[DAVES]

I was once a Lowe’s Assistant Store Manager. Call and talk to the Store Manager. They receive bonuses if they exceed their profit for the year. Ask the store manager for the name of their Regional Manager and his/her location and phone number. This will imply you mean business. Tell the store manager that if their install department doesn’t order new carpet and fix this error, you’ll have no choice but to tell the local community through the news media that they don’t care about customer service and fixing their problems. The store manager does have the authority to fix this problem without anyone up the chain. The Lowe’s I know would give away the store to their customers, to the point customers would even take advantage of their generosity on returns and issues.

As you state, some will take advantage. Fair? Fair is debatable. Sears had a lifetime
guarantee on Craftsman tools. Not me but I helped a friend. We had three guys leaning
on a breaker bar, (long socket wrench), the socket cracked opened. My friend took it back to Sears and they exchanged it. Truth he was wrong. Lowes has the same policy with their tool line.

[Topspinmo]

First off, I'm not bashing Lowes...I'm just honestly stating a problem and looking for recommendations to solve this situation. For my Dad's 90th b'day my Mom and I pooled our money and put new carpet in his "mancave". It was ordered through Lowes. They ordered the wrong size and the installer came up short. They found another piece at the store but it is now seemed very obviously when you walk into the room and the seam leads to the bathroom. I know carpets often need seems but this seem is in the worst place possible. The installer agreed it looks bad, Lowes agreed it wasn't right....everyone agrees it wasn't done right but that's all they'll do...just agree and pass the buck. Both my Mom and I have called everyone possible many times over, we've both gone down to the store many times. Customer service is absolutely useless. They promise everything and deliver nothing. The carpeting cost over 1,000.00 and looks bad. My Dad has mobility issues and spends most of his time sitting in this room and it's a constant reminder that Lowe's is not standing behind their work. If anyone has any ideas how we can get them to actually fix this please share. My 86 yr old Mom is so upset about this, she feels as if they are just dragging this out to wear her down in the hopes that she'll go away and they are doing a good job. This has been going on since January. Thank you.


Well, I’ll bash them. I was looking for intake A/C vent grill with filter, and yes the size matters whe I have way the vents run. Went online and said local store had 8 25’ by 20”. Go to store and they don’t have any. But, they did have 20” by 25” grill and exactly 8 of them.

So, I go home and order one online With exact size I need. The printout what I ordered show the correct dimension. Guess what I got? Yep, 20 by 25. So, another wasted trip taking the wrong size back. I find quit few computer error at Lowe’s online so you really can’t depend on them having items in stock. Good luck.

[marysue]

So sorry to hear all the stress and aggravation you have been thru. Now is time to recover for that also. Consult an attorney. They can resolve this for you. They can include their fee in the settlement.. and they can put something in there for your time and aggravation. Go to a free consultation and lay out the situation. then you can on with your life. it sounds like you are a loving caring family and this has disrupted you life.

[retiredguy123]

So sorry to hear all the stress and aggravation you have been thru. Now is time to recover for that also. Consult an attorney. They can resolve this for you. They can include their fee in the settlement.. and they can put something in there for your time and aggravation. Go to a free consultation and lay out the situation. then you can on with your life. it sounds like you are a loving caring family and this has disrupted you life.
I don't think a lawyer will sue Lowes for $1,000 on a contingency basis.

[nevjudbaker]

Go to channel 9. Lowes built their reputation in customer service. You have given them a chance & they have done nothing. Don't hesitate go to Channel.

[Niferlou06]

Go to corporate, with names of everyone you came in contact with. Press the issue of Dad being having mobility issues and the concern for a bigger issue to occur if they do not come and remove/replace the carpet at once. If corprate gives you the run around, ask to speak to a person who is in a position to make decisions and solve customer service issues.

[cbmerl]

Consult with Seniors vs Crime for guidance. According to the website, their offices are still closed for in person visits, but you can submit an on line complaint.

Seniors Vs Crime in The Villages (http://www.svcinthevillages.org/)

I agree with this advice. Try Seniors Vs Crimes.

[irishwonone]

Speak with the store Manager. Not an assistant Manager.

[gail swanson]

Contact Lowes corporate customer service

We had an issue with Lowe’s and carpeting. My hubby called corporate and it was resolved quickly and courteously,

[tony &donna kempa]

Contact the BBB. I don’t think Lowe’s would welcome a bad review. I did this when I had an issue with a major retailer and they responded very quickly and rectified the problem.

[Pairadocs]

Consult with Seniors vs Crime for guidance. According to the website, their offices are still closed for in person visits, but you can submit an on line complaint.

Seniors Vs Crime in The Villages (http://www.svcinthevillages.org/)

Don't waste your time, NICE folks there but just a place to
""vent", talk with some nice local folks our age, but it's like the BBB, nothing going to happen there.

[Pat La Rosa]

My daughter ordered a carpet for my bedroom and they came out to measures. When I saw the charges I knew the measurements were wrong. I called the company that was going to do the installation and told them that the measurements were wrong and they were laying the carpet wrong. The seam was going to go across the floor where the seam would show and where the most traffic would be. I sent them a diagram of how they should install the carpet and have the seam UNDER THE BED where it would not show too much. Also I told them the measurements were wrong and I would only pay for the measurements I took which had about 5 yards less of carpet. After about a month they finally gave me a credit after I warned them I was going to small claims court. It doesn't cost much to go to small claims court and they have to have an attorney represent them since they are a corporation and it would cost them more that it is worth. You should represent yourself without an attorney and the Judge will help you out.

[Pat La Rosa]

I forgot to mention that it was also Loes that my daughter bought the carpet from and had an independent installer install the carpet.

[Pat La Rosa]

I am sorry. I misspelled Lowe's

[Alicia]

If you paid with a credit card, file a dispute with your card issuer. Almost all card issuers have a disputes dept. Give them a call.

[Bonsai Golfer]

You may have run into a problem because no one knew what you were referring to when you told them there was a problem with the "seem." Try explaining that your concern was with the carpet "seam." I'll bet they take care of it.

[BoatRatKat]

You may have run into a problem because no one knew what you were referring to when you told them there was a problem with the "seem." Try explaining that your concern was with the carpet "seam." I'll bet they take care of it.

Seriously?? If someone can't figure that out on their own they've got issues.

[BoatRatKat]

I agree with this advice. Try Seniors Vs Crimes.

Filled out the complaint form yesterday.

[BoatRatKat]

Suggest you write a letter to the CEO of Lowes and explain your situation. It will be read by someone that responds to problems directed to him. I did this with Home Depot and got them to address my problem. His Name is Marvin Ellison, President and CEO, here is his email address, good luck " marvin.ellison@lowes.com "

Did it this morning.

[OrangeBlossomBaby]

Go on their website a d post a negative review on both the product and Lowes service also post on social media, Google reviews and any other you can find, they hate negative feedback and will respond. The corporate call in addition too.

That's called playing your hand. Game's over at that point, the business no longer has any obligation to make things right at all. You've already declared them unfit.

But you can bet your bottom dollar they'll bend over backward to make the NEXT customer happy, to ensure that THAT customer doesn't also write a negative review.

[ShaSha]

I don’t know which CC you used. Citi always had my back! Even American Express.
You have 6 months! This is your best route. I am hoping you charged this...
This is exactly why I use my CC. I may save a small percentage with cash but just not worth it. Good luck. Contact me I roughs be willing to help you...

[retiredguy123]

I don’t know which CC you used. Citi always had my back! Even American Express.
You have 6 months! This is your best route. I am hoping you charged this...
This is exactly why I use my CC. I may save a small percentage with cash but just not worth it. Good luck. Contact me I roughs be willing to help you...
Not 6 months. Under Federal law, you only have 60 days from the statement date where the charge shows up to dispute a credit card charge. Your bank may use a different time frame, but that would be their individual optional policy. I think, in most cases, the bank will follow the Federal law to be fair to the merchant.

[Northwoods]

This might take a little work but it will deliver results. Do a search and find out who the CEO is of Lowe's and their corporate headquarters phone number. You'll never talk to this person, but your complaint will be given to some regional vice president. And trust me, when you get an order to fix something from that high up, it'll get fixed.
Maybe this sounds like Overkill, and it is. But it's the only way I've found to get above that level of CYA management. Good luck.

That is actually an excellent idea. I worked at a large corporation and when we got a message from the CEO (or even a business CEO) to fix a customer complaint... we all jumped on it.
Not sure who intercepts the CEO email (I can guarantee he won’t get the original email), but you have nothing to lose!!

[Freehiker]

BETTER BUSINESS BUREAU...
If you need help or have questions on what to fill out you can contact the Florida help line at 407-621-3300

BBB Online Complaint System | Get Started

Nobody really cares about BBB anymore unfortunately. Many businesses just ignore their letters these days.

[Tmarkwald]

All you have to do is go to elliott.org ...

Lowe's Executive Contacts
Primary Contact

dfri@lowes.com
vpcustexp@lowes.com

Ronda Harlow
Director Executive Customer Relations
1000 Lowe’s Boulevard
Mooresville, NC 28117
Ronda.harlow@lowes.com

Vincent Scalese
Executive Vice President of Operations
1000 Lowe’s Boulevard
Mooresville, NC 28117
vincent.scalese@lowes.com

Marvin Ellison
Chief Executive
President and Chief Executive Officer
1000 Lowe’s Boulevard
Mooresville, NC 28117
marvin.ellison@lowes.com

Phone Contacts
Main: 704-758-1000
Customer Service: 1 (800) 445-6937
Toll Free: 1 (877) 465-6937

Monday through Saturday, 8 a.m. to 10 p.m. (ET)
Sunday, 8 a.m. to 9 p.m. (ET)
Credit card support: 1 (800) 444-1408