LOWE'S

This was not an Angies List recommended provider of this service. I'd received an estimate from another firm which I was not impressed with, so I went into it with Lowe's as a second alternative assuming "Lowe's" was a name that could be trusted. Did not get a third estimate, which for a job in this price range is my usual approach.

Executive summary of my experience: When you assume, you make an a** out of you and me.

Details:

Although the in-store shopping experience was acceptable, once I decided to purchase, almost from the get go I had problems with Lowe's.

Their estimate was poorly organized, difficult to understand and many of the line item numbers (some handwritten) did not match or add up to what I had been told verbally. Trying to get clarification from their sales people (ended up talking to two of them - you get whoever happens to answer the phone) was a frustrating and confusing experience. In addition, estimate did not indicate sales taxes, and when I asked for numbers on same, they didn't seem to be sure what tax rate applied and could only guess.

Although the original salesperson verbally gave me an estimated delivery date (approx. week 3 of January), she was unwilling to indicate same on the contract (this should've been the trigger to stop right there, but trust in the name "Lowe's" clouded my judgement). Same when they demanded payment of not just 1/2 or a reasonable good faith down payment, but full price up front.

In early January two different people called, one day after the next, each unaware that the other had called, to advise me delivery might be a couple weeks early. That decidedly did not occur (see below). In the mean time I had begun making preparations to facilitate installation (moving objects they would not move, etc.), so boxes were starting to accumulate around the house.

Third week of January, the other store flooring department salesperson called to advise delivery would be delayed by two or more weeks. He was unable to provide any explanation for the delay.

I followed up twice after that; each time was assured the second ETA was still good.

Several days after the second ETA I called to see what the problem was - was told by the salesperson I bought the carpeting from there was another delay and wasn't sure when it would be rescheduled. No real explanation. Salesperson stonewalled me when I suggested we get store manager involved; reassured me she had it covered and was "expediting" the manufacturer. Later that day she called to advise the manufacturer was still in the early stages of manufacturing the carpet, and gave me an incredible (as in not credible) "explanation" for the second delay.

Fast forward through two more delays (and, by the way, no apologies for the inconvenience to me), now pushing us into a FIFTH promise of mid March: I cancelled the Lowe's contract, received refund and I contacted a third carpet sales and installation firm (this time an Angie's Listed provider with high marks).

With the new provider, received an estimate with a lower price than Lowe's for a comparable product, an "in stock" on the carpet I ordered, only 1/2 down, and within a day of ordering, they contacted me to schedule installation within the following two weeks.

Lesson, hopefully, learned.

It arrived very promptly.

We were very pleased with the service we received. We received a tremendous amount of support in choosing the right type of cabinets, the best countertop material for our lifestyle and budget, and the overall design. We had gutted our kitchen and were a little overwhelmed by the task ahead of us, so this help went a long way. The only thing we didn't like was the guy who came out to do the actual measuring of the space to make sure the cabinet and countertop configuration was correct. He was brusque--borderline rude, in fact. I think his name was Don. He actually argued with me that my design was wrong because I had opted to put the dishwasher to the left of the kitchen sink. He was adamant that I needed to have it on the right because that's the standard place to put it since most people are right handed. I told him that it was my kitchen and I wanted the dishwahser where I had chosen to place it. He was really snippy about this. He also criticized me because my measuring wasn't precise. I could only respond with, "Isn't that what you're here for?" Ultimately, the whole process went well. The cabinets arrived on time and undamaged. The countertops were delayed after the first shipment was damaged in a truck accident. The installers broke one piece of trim and tried to convince me that if they glued it back together it would be OK. When I said I wanted that piece replaced, they were very friendly about taking care of it. Everything we bought from Lowe's for this job ended up being an overall good experience.

Buying the shutters was no problem. Having them delivered and installed was a whole other story. It took months to get the shutters in. After that, the guy didn't show up when he was supposed to. The guy that came out was nice enough and the work was good.

When my refrig/freezer quit working it was necessary to get it fixed or replaced quickly to save the frozen food from spoiling. I called the Lowe's Appliance Dept. to see if they had a 25 Cu. Ft. Whirlpool refrig/freezer in a light beige color. They did, so I went to the Lowe's store to check it out. The model they had was exactly what I wanted. I asked if they could deliver it the next day. The answer was yes, so I bought the refrig/freezer on the spot. The unit was delivered the next day, set in place, hooked up to the water supply, and the old unit was hauled away. Lowe's had a rebate coupon for the delivery, so the $60 delivery charge was refunded via the rebate. I was happy with the new purchase and its prompt delivery.