Lowes Update Again...

[BoatRatKat]

I cannot believe I'm even typing this, I thought for sure it would be handled today as promised. For those who are following my Lowes carpet saga...my parent's carpet was supposed to finally be installed this morning after HQ became involved. They were supposed to show up between 8-10 and at 8:15 the installer called wanting to know how big the piano was because there were only two of them. Piano?! Red flag. My Mother told them there was a bed, dresser and small chair...NO PIANO... and they said ok and would be there in 20 mins. They never showed up, no phone call. After much back and forth we were told by HQ and the Installation Co that my Mother had refused the carpet when they called!! Never happened, I was there all morning. They have everything so confused and jumbled up, nobody knows what they're doing. They are supposed to come tomorrow morning now. I have no confidence in Lowes or the installer. What does this say about Lowes that even when HQ becomes involved they still cannot get it right. Meanwhile, my Dad's dresser drawers are piled in the dining room and his bed was stripped in anticipation of the carpet installation. I pleaded with my Dad to call the credit card company to try and stop payment on the carpet and he won't do it, he is a class act with high morals and character and that doesn't seem right to him. Lowes could learn a thing or two from my Dad. I am so sad that my parents are having to go through this nonsense.

[retiredguy123]

If it has been less than 60 days from the credit card statement date, disputing the charge is a no brainer. The bank will immediately remove the charge, and you can always re-apply it later if Lowes satisfies you. If it has been more than 60 days, it may be too late to use that option. Good luck.

[Stu from NYC]

Sad that they still cannot get it right. Hopefully after tomorrow this will be a distant memory.

[RICH1]

Thank you for the follow-up and the lesson that you taught us! If anyone here uses Lowe's for carpet , they were warned! Postponing a payment is your leverage!

[Stu from NYC]

Just remembered the one time we did shop for carpet at lowes.

Gave them drawing of rooms to be carpeted with dimensions.

They decided that the carpet had to be lain in one direction and needed to be say 10 yards more than the drawing indicated. Sorry cannot remember the word that should be used.

So they wanted to sell us say 40 yards when I figured 30 would do.

Than they tell me I must purchase 40 yards of padding. When I asked why I would need that much when I just needed to cover the floor he said that was their policy.

Told the sales rep that goes against my policy of not being ripped off and said good bye. Apparently most people would agree to it and not raise a stink when 10 yards of carpeting would be tossed or go back onto the truck.

[Nucky]

I feel sorry for the OP. I believe their original message got lost in the sauce because someone was playing with an organ, not a piano.

We just had GreatLakes Carpet do an installation in one bedroom. They are not cheap but they are a class act all the way. They did what they said they would when they said they would do it. Great installers also.

We gave Lowes a look since we were next to the store on 441 and wasn't really feeling the service we got at the counter.

[villagetinker]

I will add, I purchased Mohawk Luxury Vinyl Plank flooring from Lowe's (466a), just prior to the purchase I asked the person servicing this area about underlayment, the response " would you like to stand on concrete all day?". I just purchased the flooring , 1400 square feet, then went on the Mohawk website and for installation over concrete NO UNDERLAYMENT IS TO BE USED. I am glad I did not go by the Lowe's recommendation. Did the floor myself and it came out great!

[billyb1950]

I cannot believe I'm even typing this, I thought for sure it would be handled today as promised. For those who are following my Lowes carpet saga...my parent's carpet was supposed to finally be installed this morning after HQ became involved. They were supposed to show up between 8-10 and at 8:15 the installer called wanting to know how big the piano was because there were only two of them. Piano?! Red flag. My Mother told them there was a bed, dresser and small chair...NO PIANO... and they said ok and would be there in 20 mins. They never showed up, no phone call. After much back and forth we were told by HQ and the Installation Co that my Mother had refused the carpet when they called!! Never happened, I was there all morning. They have everything so confused and jumbled up, nobody knows what they're doing. They are supposed to come tomorrow morning now. I have no confidence in Lowes or the installer. What does this say about Lowes that even when HQ becomes involved they still cannot get it right. Meanwhile, my Dad's dresser drawers are piled in the dining room and his bed was stripped in anticipation of the carpet installation. I pleaded with my Dad to call the credit card company to try and stop payment on the carpet and he won't do it, he is a class act with high morals and character and that doesn't seem right to him. Lowes could learn a thing or two from my Dad. I am so sad that my parents are having to go through this nonsense.

Once again, if you want flooring, go to a flooring store, where that's all they do and they likely have employee installers.

[banjobob]

I stopped shopping Lowe’s some time ago , Home Depot much better with a lot of staff on the floor to help ,I think better prices also.

[bowlingal]

Lowes and Home Depot use subcontractors and if something goes wrong, fingers are pointed everywhere. DO NOT use Lowes or Home Depot for installation of ANYTHING. Nothing but headaches. And if you DID use them and had no problems, consider yourself very, very, lucky

[Veracity]

Years ago we used Costco to carpet our newly renovate basement up north. They did a great job for a great price. I love Costco!

[toeser]

I cannot believe I'm even typing this, I thought for sure it would be handled today as promised. For those who are following my Lowes carpet saga...my parent's carpet was supposed to finally be installed this morning after HQ became involved. They were supposed to show up between 8-10 and at 8:15 the installer called wanting to know how big the piano was because there were only two of them. Piano?! Red flag. My Mother told them there was a bed, dresser and small chair...NO PIANO... and they said ok and would be there in 20 mins. They never showed up, no phone call. After much back and forth we were told by HQ and the Installation Co that my Mother had refused the carpet when they called!! Never happened, I was there all morning. They have everything so confused and jumbled up, nobody knows what they're doing. They are supposed to come tomorrow morning now. I have no confidence in Lowes or the installer. What does this say about Lowes that even when HQ becomes involved they still cannot get it right. Meanwhile, my Dad's dresser drawers are piled in the dining room and his bed was stripped in anticipation of the carpet installation. I pleaded with my Dad to call the credit card company to try and stop payment on the carpet and he won't do it, he is a class act with high morals and character and that doesn't seem right to him. Lowes could learn a thing or two from my Dad. I am so sad that my parents are having to go through this nonsense.


Within the last five years I have had two major projects with Lowes (not in The Villages). Both had problems. The first project got resolved and completed satisfactorily. The second project was filled with problems and one issue was never resolved. I will never use Lowes again for a major project. If I am going to use a general contractor, it will be one that comes to the house to manage the project and resolve issues. A desk in a big box store is not a project manager.

[J1ceasar]

All major chains use subcontractors. Subcontractors sometimes care sometimes don't care as all they have to worry about is paying labor and probably have more than enough jobs in this economy around the villages to do work. Your father should cancel the job credit card and just go elsewhere even if they deliver it and install it as it was not done according to contract

[BoatRatKat]

Well, sadly this will not be working out. My Mother received a rude call from the installer this morning. They were upset that my Mom and I had complained about them calling yesterday morning and saying they'd be there in 20 mins and then never showing up nor calling. The installer ranted about that and then announced they would not be coming today either because of the rain unless my Mom insisted and in that case they would come install wet carpet. My Mom declined of course. We're done. This is too much for my parents and I can't have my Mom feeling threatened in her own house by a disgruntled employee. At this point I have a requested a refund but I doubt that will come easily. Unbelievable that a huge company like Lowes could not accomplish installing a piece of carpet in a little bedroom. They had no trouble taking the money though. Lesson learned, buyer beware.

[graciegirl]

Well, sadly this will not be working out. My Mother received a rude call from the installer this morning. They were upset that my Mom and I had complained about them calling yesterday morning and saying they'd be there in 20 mins and then never showing up nor calling. The installer ranted about that and then announced they would not be coming today either because of the rain unless my Mom insisted and in that case they would come install wet carpet. My Mom declined of course. We're done. This is too much for my parents and I can't have my Mom feeling threatened in her own house by a disgruntled employee. At this point I have a requested a refund but I doubt that will come easily. Unbelievable that a huge company like Lowes could not accomplish installing a piece of carpet in a little bedroom. They had no trouble taking the money though. Lesson learned, buyer beware.

How much did you say the job cost? A thousand dollars? I wish you had shown pictures of the bad and visible seam.

[debb3c]

I cannot believe I'm even typing this, I thought for sure it would be handled today as promised. For those who are following my Lowes carpet saga...my parent's carpet was supposed to finally be installed this morning after HQ became involved. They were supposed to show up between 8-10 and at 8:15 the installer called wanting to know how big the piano was because there were only two of them. Piano?! Red flag. My Mother told them there was a bed, dresser and small chair...NO PIANO... and they said ok and would be there in 20 mins. They never showed up, no phone call. After much back and forth we were told by HQ and the Installation Co that my Mother had refused the carpet when they called!! Never happened, I was there all morning. They have everything so confused and jumbled up, nobody knows what they're doing. They are supposed to come tomorrow morning now. I have no confidence in Lowes or the installer. What does this say about Lowes that even when HQ becomes involved they still cannot get it right. Meanwhile, my Dad's dresser drawers are piled in the dining room and his bed was stripped in anticipation of the carpet installation. I pleaded with my Dad to call the credit card company to try and stop payment on the carpet and he won't do it, he is a class act with high morals and character and that doesn't seem right to him. Lowes could learn a thing or two from my Dad. I am so sad that my parents are having to go through this nonsense.
Could the installer have wanted the day off and pulled that stunt on his own? Of course the entire service has been awful it seems. I feel terrible for what you are going through. I would flip out!! Wish I had advice but I can say, I wouldn’t trust them to install anything at this point, this could get worse. ������

[Brondrisek]

I’d be furious. I’d consider a picketing with sign in front of the store. Exercise and maybe they’d get angry too, and resolve.
Don’t give up. Look at the big picture for help from anyone/organization who could help. And I’d talk to an attorney.

[Boilerman]

We have used Lowe’s for carpet installs up north and have been very pleased by the work and service.

We replaced the carpeting in our bedrooms here in the Villages and used the new Lowe’s on 466A. A complete disaster. They showed up and said they won’t move any of the TVs, and said we weren’t ready for the install because a few items were still in the bedrooms (they pointed to a small trash can and a footstool). They said they’ll get us rescheduled in a few weeks.

Now if you’ve ever replaced carpeting in a lived in house, you know how much effort is takes to empty out the rooms. We had everything moved into the other rooms of the house and it was a complete mess. I moved the trash can and footstool, and they said “too late”.

We called Lowe’s and the installer was demanding an extra $500 for “furniture moving” to come back and install. This was after Lowe’s had said they would help move the TVs (that I unplugged and disconnected before they arrived). We paid the $500 as we could not stomach the house being a mess for several more weeks.

Lowe’s has a contract here with one company that does all their flooring installs. I can’t remember the name of the company but I will NEVER EVER use Lowe’s again here for installs.

[Petersweeney]

I like Lowe’s, they just sold me a 1299 mower fer 700 b/c I complained the tires were dirty....can’t beat that

[mulligan]

I have first hand knowledge. Installers of anything from floor to ceiling and anything in between are working for big box stores because they are not competent or skilled or reliable enough to work anywhere else. Any grunt off the street can go to work for a big box store, and they are usually mis-classified as sub contractors.

[ProfessorDave]

WOW! WOW! I hope you also send this entire story to a)BBB and b) Attorney General. PLUS - I hope you post this on GOOGLE ratings! If you don't know how - message me. As a rule of thumb - I would not use install services by a Big Box store. As a vendor - I helped set up the the very first Home Depot Install division (it was roofing) and it went went national. Depot made lots of money - but - it was significantly overpriced and used inferior (cheapest) contractors. You may remember - Sears years ago had a very similar business model. Result was not good.

[BoatRatKat]

How much did you say the job cost? A thousand dollars? I wish you had shown pictures of the bad and visible seam.

The total was 1,685.00 which included vinyl floor in attached bath. No need to post pictures, the installer and Lowes both had already declared it was done incorrectly and did not look good and needed to be redone...that was not in dispute.

[MrFlorida]

Home Depot and Lowe's use outside contractors, they get the cheapest ones, and cash in on the savings.

[DAVES]

Sometimes things seem to take on a life of their own. They start out bad and just keep going that way.

None of them Lowes. I currently have four different monstrosities going at the same time.
I've never in my life had so many. The famous computer phone answering.

Do they use them so you are already annoyed before you get to some human? You finally get through and ask for a name. A monster company. My name is John. What is your last name John I'm sure you are not the only John there. I won't give you my last name.
How about your id number? You scribble down the number. Is it real or does he just invent numbers? But, John told me. There is no such number.

Re: Lowes
Perhaps, we won the lottery. We bought brand name carpet. It was a good price. Delivered and installed properly and on time.

[Stu from NYC]

We have used Lowe’s for carpet installs up north and have been very pleased by the work and service.

We replaced the carpeting in our bedrooms here in the Villages and used the new Lowe’s on 466A. A complete disaster. They showed up and said they won’t move any of the TVs, and said we weren’t ready for the install because a few items were still in the bedrooms (they pointed to a small trash can and a footstool). They said they’ll get us rescheduled in a few weeks.

Now if you’ve ever replaced carpeting in a lived in house, you know how much effort is takes to empty out the rooms. We had everything moved into the other rooms of the house and it was a complete mess. I moved the trash can and footstool, and they said “too late”.

We called Lowe’s and the installer was demanding an extra $500 for “furniture moving” to come back and install. This was after Lowe’s had said they would help move the TVs (that I unplugged and disconnected before they arrived). We paid the $500 as we could not stomach the house being a mess for several more weeks.

Lowe’s has a contract here with one company that does all their flooring installs. I can’t remember the name of the company but I will NEVER EVER use Lowe’s again here for installs.

What a disgrace

[Marty94]

I learned my lesson years ago dealing with Lowe’s as I had to replace some French doors. The installation went fine until the installer accidentally put a hole in my siding and worse, right at eye level. Because the siding had faded, he stated that he couldn’t replace it and make it match. I contacted the store and they said that I had to take it up with the installer, not them. We ended up resolving the issue by rearranging the siding. At least the installer tried and while doing so he gave me an education on how he was hired and how Lowe’s contracts out their work. He recommended in the future to find smaller owned stores. As it turned out, the Pella doors needed an adjustment and sure enough a completely different subcontractor was sent out. Lowe’s at least stood by their warranty, but it has jaded me to stay away from big box stores for as I really don’t want to end up in court with a subcontractor.

[Topspinmo]

I like Lowe’s, they just sold me a 1299 mower fer 700 b/c I complained the tires were dirty....can’t beat that

You mean that 300 dollar mower at Walmart?:):ohdear:

[I'm Popeye!]

Within the last five years I have had two major projects with Lowes (not in The Villages). Both had problems. The first project got resolved and completed satisfactorily. The second project was filled with problems and one issue was never resolved. I will never use Lowes again for a major project. If I am going to use a general contractor, it will be one that comes to the house to manage the project and resolve issues. A desk in a big box store is not a project manager.

Your contractor would buy the Items from Lowes, get a military discount and sells it to you at a much higher price. As with a Lowe's contractor you would already know the price for the items.

[Professor]

Guess we know why the carpet store doesn't sell screen doors...

[sipops]

I feel sorry for the OP. I believe their original message got lost in the sauce because someone was playing with an organ, not a piano.

We just had GreatLakes Carpet do an installation in one bedroom. They are not cheap but they are a class act all the way. They did what they said they would when they said they would do it. Great installers also.

We gave Lowes a look since we were next to the store on 441 and wasn't really feeling the service we got at the counter.

Bought a resale and after three years the carpet began to pop up in spots. Checked the paper work and it was installed by Great Lakes.

[Lil GTO]

I had a night mare experience here in Texas with a large carpet install in 2005.

They measured my house and showed up with 2/3 of the carpet that they needed do they installed what the could in my 3800 sq foot home.

They remeasured and showed up with enough to finish except for all the walk in closets.

I told them after part two that they could remove everything and credit my account or they could finish the job at their own expense but I wasn’t paying again.

So they said that they’d cover the carpet at their cost for me and I could pay for the cost of the carpet and the installer which came to $1,500.00.

I said just take all your stuff out and credit me they didn’t want to do that so I said here’s the deal my house has been a wreck for a month since we started.

I’ve taken a week altogether off to be here to facilitate this installation.

My wages for that week were $2,500. Now you want me to take a few more days off and pay you $1,500.00 more for your mistakes.

Here’s the deal I’ll pay the $1,500.00 if you’ll reimburse me for my time off which will likely be 3k by the time we’re finished.

They decided to finish got no extra charge.

I could see if I’d have measured the home but their people did all 3 times

1 year after the install the carpet started buckling they refused to come out and stretch it.

I was told by my painter just days after the install that in his opinion that the carpet needed power stretched as it was too loose on the floor.

Well he was right.

So obviously I haven’t done any business at Lowe’s since and I’m preparing to replace my floors at our home in TV in a week or two but Lowe’s won’t get a chance to quote.

I cannot believe I'm even typing this, I thought for sure it would be handled today as promised. For those who are following my Lowes carpet saga...my parent's carpet was supposed to finally be installed this morning after HQ became involved. They were supposed to show up between 8-10 and at 8:15 the installer called wanting to know how big the piano was because there were only two of them. Piano?! Red flag. My Mother told them there was a bed, dresser and small chair...NO PIANO... and they said ok and would be there in 20 mins. They never showed up, no phone call. After much back and forth we were told by HQ and the Installation Co that my Mother had refused the carpet when they called!! Never happened, I was there all morning. They have everything so confused and jumbled up, nobody knows what they're doing. They are supposed to come tomorrow morning now. I have no confidence in Lowes or the installer. What does this say about Lowes that even when HQ becomes involved they still cannot get it right. Meanwhile, my Dad's dresser drawers are piled in the dining room and his bed was stripped in anticipation of the carpet installation. I pleaded with my Dad to call the credit card company to try and stop payment on the carpet and he won't do it, he is a class act with high morals and character and that doesn't seem right to him. Lowes could learn a thing or two from my Dad. I am so sad that my parents are having to go through this nonsense.

[Nucky]

Bought a resale and after three years the carpet began to pop up in spots. Checked the paper work and it was installed by Great Lakes.

Did they help you out or just disregard you?

It clearly says that any warranty we have does not transfer to the next owner. The carpet is several notches above builder grade so it's no big deal.

I hate carpet and hate it even more in Florida but this wasn't worth going to battle stations about. My wife wanted it and I had a good experience so far.

Some companies have good installation crews and bad ones also. Whatareyougonnado? Can't win 'em all! :boxing2:

[OrangeBlossomBaby]

Did they help you out or just disregard you?

It clearly says that any warranty we have does not transfer to the next owner. The carpet is several notches above builder grade so it's no big deal.

I hate carpet and hate it even more in Florida but this wasn't worth going to battle stations about. My wife wanted it and I had a good experience so far.

Some companies have good installation crews and bad ones also. Whatareyougonnado? Can't win 'em all! :boxing2:

Once we can afford for it to climb to the top of the priority list, we're ripping the carpet out of the two bedrooms and replacing it with the acrylic wood-grain plank we have in the rest of the house. Then I'll be able to put my 3x5' Persian rug in the guest room (our "office") and it'll look good between our desks.

Our cat uses our carpet like she uses the perch - as a method of exercising her claws and shredding the fibers. Not surprisingly, the cat perches we have are made of the exact same carpeting, in the same color.

So when we rip up our floors, I'll probably use it to recover the existing perches, which are almost completely threadbare.

[mtoneff]

I have done business with the Lowes in Wildwood and mostly have had good experiences. About a year ago I did have a delay in getting a refrigerator delivered but only to find out the delivery drivers were help up at another home longer then they had expected because the homeowner ordered a fridge that needed to have the doors taken off to fit into their front door . The one thing I've learned about living in the Villages is ..... I relax and enjoy the palm trees.

[Patzy]

Similar disaster. Last month Lowes installer arrived, looked at the room, and refused to move the furniture which I paid extra to have moved as it is heavy. They left. I spent 2 hours at Lowes with Assist Mgr on phone with the "new Lowes nationwide flooring installer" and even he couldn't fix it by offering to pay more! He said that Lowes contracted with them a few months ago and the local stores must use them. I canceled the order, went to Robertos but a 3-month wait. I went to a great family-owned and operated Masterpiece Flooring store in Fruitland Park. 3 wks total wait time. Highly recommend. So our house was a complete mess as we tried to help by removing doors and everything off surfaces, closets cleaned out. Lowes for nickel dine stuff but nothing that requires installation by their subs.

[lynschool]

Go to Nickels on Canal Street. Great selection and great crews to work with.

[Marjorie Hardman]

Used Lowes in NY for purchase and installation of carpet in a very large finished basement. The workmanship on the installation was terrible. The room was wide so they had to install using a seam. Carpet also had a nap. Well they didn't install the 2 pieces with the nap in the same direction. 6 months later, several people coming out to see if it was the installers error. We finally got new carpet with installation.....bot at no charge. I have never, nor will I ever deal with Lowes for such an item. I'm sorry to hear your experience is also bad.

[Boilerman]

Similar disaster. Last month Lowes installer arrived, looked at the room, and refused to move the furniture which I paid extra to have moved as it is heavy. They left. I spent 2 hours at Lowes with Assist Mgr on phone with the "new Lowes nationwide flooring installer" and even he couldn't fix it by offering to pay more! He said that Lowes contracted with them a few months ago and the local stores must use them. I canceled the order, went to Robertos but a 3-month wait. I went to a great family-owned and operated Masterpiece Flooring store in Fruitland Park. 3 wks total wait time. Highly recommend. So our house was a complete mess as we tried to help by removing doors and everything off surfaces, closets cleaned out. Lowes for nickel dine stuff but nothing that requires installation by their subs.

Interesting to hear of someone with a similar experience to ours (post #18). I guess I should feel lucky to have been given the opportunity to pay the extra $500 to get it done that day 😂

[Topspinmo]

Thank you for the follow-up and the lesson that you taught us! If anyone here uses Lowe's for carpet , they were warned! Postponing a payment is your leverage!

Lowe’s and Home Depot contract out installation to local contractors (not the 50s 60’s or 70s when you brought something from Sears, Sears employee’s showed up, those days are long gone).

If contractor has good ratings, He could be doing jobs for both companies. I had carpet install by both companies few years ago and really boils down to who doing the contract. Was real happy with one and not so much with another install. I thought get the same contractor, but I didn’t.

[OrangeBlossomBaby]

Lowe’s and Home Depot contract out installation to local contractors (not the 50s 60’s or 70s when you brought something from Sears, Sears employee’s showed up, those days are long gone).

If contractor has good ratings, He could be doing jobs for both companies. I had carpet install by both companies few years ago and really boils down to who doing the contract. Was real happy with one and not so much with another install. I thought get the same contractor, but I didn’t.

My neighbor contracted Home Depot to replace the carpeting with laminate flooring. The contractor came, did the job, were polite and seemed competent, and left. Fast forward 1 month and all the flooring was buckling up. Neighbor had already moved north, I was taking care of the property on her behalf (lawnmowing, weeding, toilet flushing, checking the hot water heater, making sure the realtors didn't jack up the AC and forget to put it back to 82 when they left, etc etc). So neighbor got in touch with Home Depot, told them the problem.

A DIFFERENT contractor showed up and it turned out the original people did it wrong, and the whole thing had to be redone. Which - they did. And they did an excellent job of it. They even fixed some carpeting which a -different- contractor had put in, in one of the rooms. It needed to be tucked and tacked down by the wall, which they had forgotten to do.

So I agree - it really depends on the contractor. The second one that came was excellent and if I knew their company's name I'd post it to recommend it.