Lowe's

Lowes 6400 Brodie Lane Austin - 5 weeks ago I ordered a washer and dryer (I chose Lowes over Best Buy because Best Buy told me my dryer would be available mid-April, but Lowes said March 7th). After weeks of calling and checking in on my order I only have my washer and not my dryer. I feel Lowes sold me the dryer without any knowledge of when it would be in, and keep telling me its on backorder. And today they told me that for my Lowes region there are 3,000 of that same unit on backorder. My complaints are 1)Noone is calling me to let me know the status of this very late order...I have to keep calling myself 2)By taking money from 3,000 customers, with no current indication of date of delivery, they are essentially sitting on our money....and I have no evidence that the order will ever be filled, and 3)My washer is basically unusable until I get my dryer, so I am out about $1,200 bucks, still have to go to a laundromat, and Lowes is profiting from my order without filling it. I feel Best Buy was just more honest with me about deliver, while Lowes just wanted my money. I think this borders on fraud and would encourage customers not to order from Lowes until they have their supply chain sorted out.

They did Andersen Renewal windows. They were very prompt, they did what they said they were going to do when they said they were going to do it. They provided good services. The only thing was, of course, most of them here in Austin don't speak English and it's hard to communicate with them. They did not have a person on the job that spoke English and so we had to wait until the original contractor that we spoke with called, to communicate with them. We did have a couple of little issues, but they took care of them right away. We didn't have any interactions with the workers themselves, but the contractor was fine. The work they did turned out very good. We did want the Andersen Renewal windows and they did get the best price for that. The quality of work was very good. When they came out and fixed the two things that were wrong, it was very good.

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It's been a fiasco from day one.  In March we were told by the installer we had a standard door so, no problem.  One month later, after talking with Diane in Custom Orders about why we haven't heard anything about the door, she contacted the installer, Forrest, who said he needed to come back out to measure again because it appears we don't have a standard-sized door.  So Forrest came out again to measure at which time we were told that only a steel door would work since they don't custom make fiber glass doors.  Price of the door is now over a thousand dollars (from around $500).  We still wanted the door, so ordered it.  We got the bill from Lowe's which we paid in April for $1.143.61.  After waiting for 4 months the door was finally going to be installed today, but another snafu, the door is too large.  We decided we did not want to wait another 30 days for another door to come.  We have lost any faith that Lowe's will ever provide the proper door with the proper fit.  We want our money back but they will only refund the money to the Lowe's credit card (store credit).  We don't want to do business with Lowe's again so we're trying to get our money refunded to us by check. In order to do that, we are closing our Lowe's credit card account.

They did fine.

I like their convenience and financing.

It turned out pretty good so far. The cabinets are in and they are great. Their tile selection/installation and cabinet installation was great.

Remember when stores actually had good customer service? When I went to Lowes yesterday to rent a carpet shampooer I thought the customer service was exceptionally bad. I decided to chalk it up to a bad day. When I returned it today it was even worse, so it's probably consistent.
When I went to the customer service desk and got in line there was one person behind the desk and several employees in the background chatting it up. I waited thinking one would pull off from their personal conversation to come help. That didn't happen. Eventually they broke off and walked away. No one acknowledged I was even there. I know they worked in customer service because I was there long enough for them to return after their break.
When I was finally helped I had to ask everything twice and it took forever. After I had paid, the lady who had gotten back from her break decided to actually do some work, and had the man helping me re run my credit card so that it would put add the cleaning deposit. It didn't work so I had to wait longer as they manually put the credit card info into the computer. This wall after I had paid and was about to walk out the door.
When I returned the shampooer there was a group of employees talking again. I walked up to them with the shampooer and waited to be helped. They seemed annoyed that I was there. The same woman who insisted on putting the cleaning deposit on the bill after I had already paid asked if I had cleaned it. I had taken apart all the compartments and cleaned it inside and out. I told her I had cleaned it. She must have thought I was lying because she walked off and brought another employee over to turn the machine upside down so she could look underneath it (This was the second time she walked off while she was helping me, by the way. First time was to talk to another employee.) She told me it wasn't clean enough and said I needed to clean it right there in front of her.
On a side note, I own a cleaning company. The shampooer was clean. My company has over 40 online reviews and all of them are 5 star. Believe me, it was clean. She brought over paper towels and had me clean it with my bare hands while she watched. It still wasn't good enough for her so she insisted I clean it again. This was all while her and another employee stood watching (not working). When I was done I stood their holding the paper towel in my bare hand until she held up her trash can for me to throw it away. Then she very slowly filled out the paper work and put the cleaning deposit back on my credit card.
Ironically, I just checked my credit card and the deposit was never refunded. I would try to correct this, but that would involve going to customer service again. I think I'll save myself the time. I've decided to give Lowes 2 stars. I would have done 1 but I'm sure that not every department is as bad as their customer service (or customer disservice.)

It went great. They sent out men who were very good at what they were doing. They seemed to be very experienced.

The people are friendly and they always seem to have what I need.

When we bought the water heater, they told us the installation would be $259 plus additional costs for any improvements needed because of code changes. We would be given the costs before the work was started and we could reject it if we wanted. When the guys arrived, they looked at the old heater and gave us a price of $275 for the code improvements. Seemed like a bunch, but I wanted to make sure we meet all the latest codes. While they were doing the install, the pieces they were putting back on looked just like the pieces they took off. I looked closer and the part number on the gas supply line was exactly the same as the old one. I asked the guy about these pieces. He told me the water supply lines and the gas line was single use only and had to be replaced every time the water heater is replaced. I agree they have to be replaced. There was one part that had to be added because of a new code. That piece cost $45. I would not have complained if they told me up front that some pieces were single use only and would need to be replaced. But the store and the guys that did the install, tried to hide the additional cost by saying this was all needed to meet new codes. When I called the store to complain, the appliance person begins to argue before I even got finished with my complaint. I am sure they get a lot of complaints. After a few minutes of trying to get her to understand what I was saying, I told her I was finished talking to her and was going to hang up because she was not listening. Before I finished the whole sentence, she slammed down the phone. I do not understand why they are trying to cover up the real cost of the install. Maybe because the real cost is $259+$275=$534 for a $450 hot water heater. Like I said, if they would have told me up front that some pieces would need to be replaced because they are single use only, I would not be complaining. But I probably would have called someone else to install the water heater.

The process on pricing and ordering window/doors took a while. We worked with the Mill Dept. (where doors/windows are ordered) over three hours making sure they had all the windows/doors listed. We went over the list and our window/door count 3 times to insure everything was listed The Lowe's person was working from a previous order sheet so we thought it would go quicker. We left since he said it would take more time to get the pricing numbers together. A few days later we we got a cost and it was a little more than our other bid, but Lowe's offer 18 months no interest. Order was placed Oct.. 31, 2011. We had a sheduled for installation the week before Thanksgiving. That date fell though. We ended up getting installation Dec. 2, 2011. Well, the installer said he looked at the order and it was missing a window, another window was the wrong shape (not what was on order), and a door came damaged. When I contacted Lowe's regarding the missing window, seems the Lowe's sales person left outthe one window on his order, even though we went over the list 3 TIMES to insure ALL WINDOWS AND DOORS WERE ACCOUNTED FOR. So we had to pay for another window/installation, which added to our cost comparison with other bid. The first installation went good, even though more work was needed on installation since the windows were thicker than normal window. Installer was not told by Lowe's about the difference, so installer was not expecting the extra work. They still did a good job, without added cost to us. We noticed where the two french doors met, there was a gap. This was do to a door sweep that was cut wrong at construction mill. So Lowe's was told to order that part in early December. In January, we still did not have the part, nor a call on status. So I went by Lowe's. talked with mill dept. and they said they didn't know anything about it. . I reminded the salesperson at Lowe's, I came in and spoke with him the day after the installation in Dec. about the need for that part. I had Lowe's paperwork (from December )showing the part needed to be ordered. So I was told they need to send someone out to look at door to make sure the right part was ordered. The door guy came out and said the door needed a new sweep. So he would get it order. I went into Lowe's that day and talked with mill dept. about what was needed. Four days later, since I had not received a call from Lowe's, I went in to check on the part. Well it wasn't ordered. I told the salesperson I was mad and going to talk with store manager. He said and quot;the manager will just tell me to order itand quot;. Boy, that was not a response I would expect from a salesperson I spent $16000. Where was the customer service. So I talked with the Manager over Mill Dept. and store manager and they said it would get order that day. No call from Lowe's, so three days later I go by Lowe's to see what the status is. I was told in the mill dept. they ordered it and the order dept said it would take a week, then they would need to setup an install date. After all we have been through trying to get this job completed, you would think Lowe's would have the part expressed mailed. After stating that to management, that was done. No call again, I finally went by to see if part came in and the said it did.. An install date was set. A week later the installer called me and said the wrong part came in. The part was sitting a Lowe's for a week, without Lowe's checking to see if it was the correct part. So I went and talked with store manager and Mill Mgr., again. I got a call from Mill Mgr. the part was rush ordered. Installer came out installed, but another part was needed to fix another area. Needless to say I was not happy. The door was finally fixed on Feb.14, 2012. So it took from order date Oct. 31, 2011(order date). first install date Dec. 2, 2011, to Feb 14, 2012 or finish our window/door installation. Lowe's needs to improve on it's customer service. I had to go into the store over 7 times to get status of my order, after the first installation was completed in early December .There is no follow up after the sale. The mill dept. sales person was NOT responsive after the order was placed, never called me about status until I talked with Store Manager after telling him I had to continue to come into the store to get information. Order dept was not much help either. There was no concern from salesperson or order dept. about how long it was taking or checking order to insure correct windows or repair parts were received. I love shopping at Lowe's because the employees working the floor in other departments are very helpful, but the mill dept and order dept. service after the sale was terrible. No customer followup. I hope they improve this, it's a great store in other deparments..

Also want to add the screen door installation by Phantom Screen was excellent. They continued to call me about setting up a date to install screens, but do to the the issues with doors we had to keep delaying the install. They came after the door was fixed in Feb. and did an excellent job with installation and their customer service/followup was outstanding.

I had done research on the various brands and models, so had narrowed it down to a couple of brands and a general price range.
Then I visited the store (different Lowes) 2 or 3 times. Although they always asked if I needed help, they were not pushy and were willing to leave me alone to just browse. When I went to buy, I had narrowed it down to one brand and a couple of different models. The information given to me by the salesman confirmed my choice (I bought the cheaper of the two models I was looking at, based on my use of dishwasher. Buying was a pretty easy process although they are required to do so much computer entry that it takes awhile. In other words, don't go when you're in a time bind. The sub they used for installation was very professional and did a fast, clean job. Lowe's did a followup call to see if we were happy with the installation. We were.

I just wanted somebody who could intelligently discuss the different options and I did not find that, so I left. In a nutshell the employees working there don't have any idea what they are talking about. They are working in hardware one minute and carpet the next and it is hard to get somebody who actually knows anything about the different carpet options. I would not use them in the future for carpet. I buy nails there, but I am not going to spend $3000 on carpet.

They have a great lighting department. Their return policy is easy and customer friendly. Their help and staff is very helpful.

Overall, the purchase and service was very good.

They were late. When they finally came to do an estimate, I never heard from them again. I used someone else to replace carpet and lay tile in my home. Since I never got an estimate, I requested the $39 fee back. My wife went to the store and they returned the money.

They quoted $9000 for the cabinets and we were going to have someone else install it. We liked that their staff was friendly. They had different collection of products that they could show us. They were able to configure it for our kitchen the way we wanted it done. They were very responsive and professional. We would go back to them in the future too.

I paid $70 a piece. I did the installation myself. They had good price. I will use them again in the future for more fixtures.