Less than zero
On 10 October 2020 I contacted and purchased a new front door (basic back six panel door that had to be special ordered as not in stock) and a glass storm door which was to be installed thru Lowes. I was contacted by the store that the door was delivered to Lowes on 7 Nov 2020. Despite making multiple phone calls to Lowes to both Ron (who took measurement and completed the contract) and Tony who heads up the door service at Lowes, neither could seem to get installation arranged in a timely manner so I was pushed out to Jan 6 2021. This was past the deadline on my contact of work to be completed by 30 Dec 2020.When the contracted installers arrived to install the door, they took measurements and told me the door was the wrong size. Again, I was back to making multiple phone calls, being transfers to multiple numbers and bottom line, receiving no help from Lowes. I even had to contact Corporate personnel trying to get some help. My husband went in person to the store in Newport News and talked directly with a manger, Vince, who states that this wrong door would be picked up on Saturday and we would receive a full refund. To date, no one has shown up to pick up this door and once again, when Lowes was called, we asked specifically to speak with Vince. We were told he was on vacation. However, when my husband asked Vince when he was present at the store if he could contact him on Saturday if this door pick-up fell thru due to everything regarding this whole door instillation project being in shambles , Vince said of course.
Number one: It should not take 3+ months to get a basic door install door installations, I come to find out that others have had similar problems and even major problems with their doors after installation.
Number two: Lowes at Newport News is beyond terrible regarding their customer service never returning call, transferring to other numbers, and even hanging being up on.
Number three: I, personally, never plan to use Lowes again due to this horrible experience that I am still living.
Number four: LOWES TOOK MY MONEY IN OCTOBER AND TO DATE, I HAVE NO SERVICE OR PRODUCT
The Saga continues...
Saturday came and went with no door pickup from Lowes. My husband went back to making calls and me, yet another personal trip, down to the store. Speaking with another manager, Jay, come to find out, manager Vince never even submitted my information to have the door picked up. Jay, manager extrodinaire, even goes on to state that my husband made a rude call to Lowes on Saturday. I was present during this call, and nothing of that sort even happened. At this point, I indeed lost it and had to remind Jay that customer service starts the moment a person walks into the store and if anyone was rude, it was the staff and managers at the Newport News store. Anyway, supposedly, I am on the docket for Monday to have this door picked up. However, since I have gotten nothing but run around and lies told to me, I have hired a truck and my husband and I will be returning the door to Lowes ourselves today to hopefully get the "promised" full refund.
I am a Veteran and a long time shopper at Lowes but this experience has changed my opinion of Lowes forever. At this point, I'm just hoping to get my money back but that doesn't go to say that some compesation regarding all my time , headaches spent dealing with this, and time I took off work should be addressed by Corporate. I would really like to see Lowes address the issue of "Poor Customer Service" and send all employees including managers back to Customer Service 101.