My experience with Lowe’s Home Improvement stores was like Groundhog Day. Not in a Bill Murray PG comedy sort of way…
…but as in a SAW horror franchise, where you’re forced to murder your way out of the nightmare.
I’d signed a contract with Lowe’s for installation of a custom kitchen countertop and other items. The whole thing was a debacle from the start, when they told me that I couldn’t get the countertop I’d paid for, but I wouldn’t have to pay extra for the higher priced one, because they’d already overcharged me and didn’t tell me about it.
And it went downhill from there.
I registered my complaints about the local store by sending an old fashioned letter to corporate. That would be an outlet for my angst.
Instead, they punished me.
All I ever wanted was someone to talk to me about my concerns and pretend to listen. Merely the appearance of someone caring about this horrible experience would’ve placated me.
I mysteriously began receiving phone calls from “Lakyn” with Lowe’s Executive Support in North Carolina. She wouldn’t state the nature of her call, and every time I called back, I’d get her answering machine.
Lakyn eventually left a message stating she would be in charge of notifying me of my countertop production status. Who would be the person assigned to listen to my concerns?
I left a message for Lakyn telling her I did not want her contacting me about production status, because someone else had been doing that. I asked her to call and hear the concerns outlined in my letter, which included a request that someone go over my estimate to make sure other items were not “accidentally” inflated.
That phone call never came.
Neither did the countertop.
At the direction of the Lowe’s employee who’d written up the contract, I’d purchased items to match the custom countertop, including non returnable custom tinted paints. The kitchen would need to be painted prior to installation.
By the date the countertop was supposed to have arrived and already been installed, it was glaringly absent. So was communication from Lowe’s. Calls updating me on status had abruptly ceased. My messages to that person were never returned.
I’d call the local store, but they kept referring me to Lakyn at the 800 number, who was ever-unavailable, inaccessible, ineffective and – absent.
Where was my countertop?
I filed a complaint with the Better Business Bureau. Who responded? Lakyn.
But Lakyn never would follow up, and it became clear she had no intention doing that..
She would not communicate with me about my project; yet she was there at every turn, blocking every attempt I made to get help from someone who would inform me of my project.
I couldn’t get away from her. It was like being stuck a house of mirrors, where everywhere you turn, you run into hundreds of the same image and can’t find your way out.
As a BBB resolution, I’d asked for Lowe’s to actually complete the project. Otherwise, they’d need to cut me loose so I could hire someone else to do it; but in that event, I said they would have to reimburse me for the non returnable custom materials I’d purchased at Lowe’s to match the countertop they never produced.
In response to the BBB complaint, Lakyn abruptly canceled the project – breached contract – leaving me in the lurch for hundreds of dollars.
The custom paint to match the custom countertop (that never arrived) was already on my walls.
Lowe’s even screwed me out of the non returnable $75 measure fee.
The BBB sent me a notice showing they’d marked my complaint “closed” and resolved to the customer’s satisfaction. As proof, they sent a letter from – guess who? – Lakyn. She’d falsely told them she’d resolved my complaint.
“On August 3, 2017, Lowe’s Executive Support contacted Susan Ashline and addressed their concern. Lowe’s considers this matter closed.” Lakyn, Lowe’s Executive Support
To try to recoup my financial losses, I filed a complaint with the North Carolina Attorney General’s office. Know who responded? You guessed it.
Lakyn sent the same lie – word for word – to the North Carolina Department of Justice.
Having been had for hundreds of dollars, I thought I’d at least get satisfaction by blasting Lowe’s online. Their Twitter feed was directing complainants to a “rant or rave” feed, so I ranted. The Twitter page showed all complaints getting a response.
“I was in receipt of your social media complaint, if you do have any questions or concerns about your installation, please feel free to contact me… ” Lakyn, Lowe’s Executive Support
Then, someone obliterated my rant from the page, never to be seen again.
Ultimately, I hired a local contractor, and it saved me about $1000. The lesson here: If you don’t use Lowe’s for home improvement projects, you’ll save a ton of money – and headaches.
UPDATE: I posted the link to this blog on the Lowe’s Rant or Rave feed and got this response.
“Your comments have been added to the notes for your existing case manager.”
Can anyone guess who that would be?