Need recommendations on rectifying problem with Lowes
 

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.

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

Contact Lowes corporate customer service

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

This will work
 

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.

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

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

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).

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

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.

Morgan & Morgan
For the people.

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.

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.

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.

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

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

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

I would ask them for a full refund.

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.

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.

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

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.

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

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

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.

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.

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. or by phone at (850) 487-1395. You may be able to have it fixed by someone else and get reimbursed.

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.

Lowes
 

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

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

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

I had to do this with Empire Carpet and Tile -it works-
 

[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.....

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.

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

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.

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.

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.

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

That will only cost you more money, time and aggravation and you still have the shoddy rug. Useless move.