Part 0: Placing the Order
Two months ago, Lowe’s has said that their website would be updated in 2020. Whatever changes they’re planning, they can’t come soon enough.
I have not placed many online orders with Lowe’s in the past few years, largely because of how a couple of negative experiences have soured me.
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I placed two orders earlier this month, one for delivery items and the other for items that would be shipped via ground methods. The delivery order, my second such order with Lowe’s in the past month, went without too much of a hitch.
That ground/regular shipping items order though, it gave me some headaches.
Even when placing the order, it just wouldn’t let my order go through, with an error message being that I should try another payment method or call them up. I did try to call Lowe’s the previous week about something else, but gave up after 15 minutes on hold waiting to talk to someone.
With this order I tried and I tried, and eventually I removed an item from my order and it went through.
Part 1: Contact Us About Your Delayed Item(s)
Today, I received an email with the above message. Basically, several items from my order are delayed, and if I don’t call Lowe’s they’re going to cancel my order in 3 days.
I really don’t want to endure very long waiting times. You can’t email Lowe’s customer service any more, and there’s no chat option. Waiting on hold is the only recourse.
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There actually is a way to get to someone via chat, but it turns out that they can’t actually help with orders. They told me to call the phone number or to email an address. That email address doesn’t actually work – I tried emailing it with my last Lowe’s order issue and it bounces back a message about email not being read or monitored at that address anymore.
I would be more than happy to check that for you. However, we don’t have the tools to access any order details from this department. In this case, you just need to contact our customer care department because they are the ones that have all the tools to access the information you need. You can call them at the phone number 1-800-445-6937 or email them at [email protected]. If you text them at 84109 they should be able to assist you right away!
Oh, and the items I’m waiting on? There are only 2 SKUs, both of which are currently marked as available for shipping, and with inventory at local stores.
I don’t get it. They’re in stock but backordered?
And although there are 2 SKUs, Lowe’s has it broken down into 4 (of 4 ordered) of one item, and 9 of 10 for the second item, and 1 of 10 of that second item is listed separately.
Ah, so maybe that’s what happened at checkout. I previously wrote about Lowe’s online ordering shopping cart posting an error message that you can only add up to ten unique items per order and to place additional orders for other items.
For whatever reason, Lowe’s split 10 of one item into two different line items of 9 and 1. Why? Who knows. But maybe that created 11 line items for the order behind the scenes, preventing my order from being processed with the 10 unique item maximum in place.
They did this with one of my orders maybe two years ago, and that was the last straw that soured me on shopping via Lowe’s website.
What really bugs me is that right now I can still add those same items to my shopping cart, and it shows in-stock for ordering with shipping. So how are these items on backorder if they’re saying it’s in stock??
To that, Lowe’s agent responded:
We are receiving a lot of customers online and server crashes have been occurring.
I gave them the model numbers of the plumbing fittings I ordered and asked them to check whether the items I was told are backordered are in stock, since I might try to reorder them. Maybe the store I select as “my store” affected the availability somehow?
It is not possible for us to look up orders from here as we are not provided with access to the order system. this chat line is reserved for product sales and stock inquiries only. [email protected]
But as mentioned, do you know what happens if you email that Lowe’s email address? They send you an automatic reply:
Thank you for your e-mail. Please note this is an automated response and this mailbox is not currently being monitored.
Here are a few helpful tips: [removed for brevity]
If you require assistance, please contact us at 1-800-445-6937.
I repeated my request that they check the inventory of the two items I was told were backordered and would be cancelled if I didn’t call up [and endure excruciating waiting times on hold]. Maybe they’d see something different on their end?
[item 1] is currently in stock.
[item 2] is available for shipping.
Do they know of any reasons why I was emailed and told these items are backordered and Lowe’s would be cancelled that part of my order in 3 days if they don’t hear from me?
Unfortunately, we do not handle that type of information online.
I thanked them, expressed my appreciation for their trying to help, and ended the chat.
Yes, I know that I could and should have just called Lowe’s customer service instead of trying to see what could be done via chat, but I wanted to avoid lengthy hold times if I could help it.
It seems I’d have to call anyway.
*On hold, waiting.*
Here’s the thing – one of what I ordered can be purchased from Home Depot and elsewhere, so I do have alternate sourcing. The other item though, that’s trickier. Home Depot has it in-stock but only for in-store pickup or fee-based express delivery. There are other suppliers, but mainly wholesale.
Update: I visited the local Home Depot store shortly after the first draft of this post, and while the pipe fitting I needed was listed as in-stock, there were no placements for it on the shelf. It’s possible there was an unopened box on a higher shelf, but I wasn’t going to trouble an associate to get it down for me. I’ll end up ordering it from an industrial supplier.
Some other retailers, such as Ace Hardware, have a “we’ll hold your place and call you back” system. Waiting on hold is frustrating for everyone, but I’d like to be able to hang up my phone and not hear “we’re still assisting other customers…” message twice a minute in between hold music.
*On hold for 15 minutes.*
I’m trying to be more understanding. There’s a global pandemic. A lot of people are out of work right now. Those who are still working are working from home.
A lot of retailers are warning about enormous waiting times. I worry that my issue isn’t important enough to bother an associate about.
The issue itself though, that doesn’t seem to be related to the current state of things. I had a similar online shopping experience with Lowe’s in the past, back when life was “normal” and not drastically different as it is now.
Meaning, this issue probably would have happened anyway, COVID-19 pandemic and shelter-at-home orders or not.
With my other recent Lowe’s order, my first online order with the retailer in a long time, my initial shipment was missing 4 items. Why didn’t they ship? When would they arrive? Would they arrive? That’s when I tried to call Lowe’s and gave up due to long hold times. The items showed up about a week later. Those are the same parts I reordered and received the “delayed items” notice about.
I suppose the “we’ll cancel your items in 3 days” policy helps to avoid lengthy waits for backordered items? It can give people an opportunity to search for an alternate supplier? I don’t quite know if that’s the case.
With Amazon, if an ordered item is delayed for a very long time, such as for a preordered or backordered item, they’ll email customers and a click of a digital button will express their interest to keep the order active. That’s why I find Lowe’s policy surprising. I have 3 days to tell them not to cancel the delayed parts of my order?
These items are shown to be in stock for new ordering, but they can’t actually ship them? I’m really hoping for insights.
* On hold for 25 minutes.*
I’m feeling terribly frustrated and quite frankly terrible that I feel frustrated. In the context of the current COVID-19 pandemic, I should suck it up and just be happy that I’m able to order and receive anything I ordered from Lowe’s website right now.
But if I put all that aside for a moment, these problems with Lowe’s ordering and fulfillment process are nearly exactly what happened last time I gave them a chance. I ordered work gloves and they cancelled half the order while still showing the items as in stock.
I can’t say whether the current COVID-19 situation is making things worse, but my gut feeling is that it isn’t.
While frustrated with Lowe’s online shopping experience, I am definitely appreciative that they’re accepting and fulfilled web orders at all.
*33 minutes*
I connected!
The associate said the items are not actually backordered but they’re waiting for inventory from a different warehouse. They want to double check on the availability.
Basically, as I understand it, she said that fulfillment is being delayed by the local store that this part of the order was sent to, and it’s scheduled to be sent out at the end of the month.
In trying to figure out what to do, it was suggested that my options were to 1) cancel and try to order the same items from a different store (location?), or 2) wait and see what happens and call back if I need to cancel.
The phone associate was pleasant and helpful, but this whole experience was still a mess. They cancelled the delayed items from my order.
I don’t quite understand what happened though. The store that Lowe’s handed that part of the order to can’t fulfill the order? Is a box of inventory missing? The other items in my order – plumbing fittings of similar nature – will ship out. What’s the difference, when everything is shown to be in stock locally and for shipping?
I don’t understand it – everything is in stock locally, and the website says it’s available for shipping.
I feel guilty for having to trouble customer service over this, but the fact of the matter is that, based on past experiences, this type of issue/order confusion would happen anytime, and not just in the midst of the COVID-19 crisis.
Part 2: Nothing Shipped Out Yet
I’ve been sitting on this post for nearly two weeks, waiting for the rest of the order to arrive and provide closure for the story. I thought that perhaps my order was sent to a store instead of being fulfilled online and then “pickers” couldn’t find some of the items, marking them backordered while preparing to send the rest of the order. But, it’s been 12 days since I placed my order, and no parts of the rest of the order appear to have shipped out yet.
Is this because I hadn’t accepted the delay on the other items? Is my order stuck in limbo?
Stores, warehouses, customer service – everyone is over-burdened with either heavy in-store foot-traffic or online order volume. I know that, and am grateful we can still order supplies online rather than having to venture to stores where social distancing should be (but isn’t always) observed.
My order is for needed but not essential items, and so I figured ordering online was the less burdensome option for everyone. Maybe I was wrong.
I know that order fulfillment and shipping might be taking a lot longer these days, but there haven’t been any communications about the rest of my order besides the initial “these items are backordered and will be cancelled if you don’t call us” email.
Lowe’s really needs to be better about their online order communications. An ETA would be nice – anything to suggest that I’ll eventually get the items I ordered.
As mentioned, their promised website overhaul cannot come soon enough. With COVID-19 pandemic “stay at home unless you must go out” orders in place, online retailers are going to have to adjust and adapt, and perhaps make rolling improvements. That task is easier said than done, with corporate associates most likely working from home.
My frustration here is not so much that my order is delayed so much, but that I’m completely in the dark about why.
Part 3: I Called Customer Service Again
Nervous that my order is somehow stuck in limbo, I called up Lowe’s customer service.
GOOD NEWS: There was only an 11 minute expected hold time, and Lowe’s has implemented a “we can call you back at your number” feature!! This is great!
I recorded my name and received a call shortly after.
Here’s the gist of it – one of the items is reported as being “delayed indefinitely,” but the model number matches the delayed items the rest of this post is about, and it has already been cancelled.
Most of the order is said to be expected to be delivered by today, and although it hasn’t shipped out yet, there’s a shipment number – not a tracking number – which means that it’s in the process.
One item is said to be expected by Lowe’s by 4/29. I asked if cancelling it will help the rest of the order move along and was told that it’s a good idea to try, and if can’t be cancelled, it means it’ll likely ship separately. They couldn’t cancel it, which they tried two different ways, including adding a line item to get into the order. Because that item couldn’t be cancelled, Lowe’s customer service associate said it’s not holding up the rest of the order.
It was also said suggested a few times that my calling in and asking about the order might help to move things along with their computer system, and so I could/should do that if I’m not seeing any changes on my end.
They also mentioned that their computer system can no longer handle everything in real-time due to the immense volume of orders, and so I might not see order updates or status information as fast as they can see it when looking up my order.
At this point I’m a bit confused, but I suppose this is kind of like what the online chat associate said, about “server crashes.”
The associate told me they’re trying to make changes when necessary, such as not allowing online orders of chest freezers. They received so many orders for freezers and can’t allow any more until manufacturers and suppliers catch up and Lowe’s knows they’re receiving inventory. Looking online, I do see that all chest freezers are either out of stock or marked as “purchase in-store only.”
Basically, Lowe’s online ordering system is as overwhelmed as I’ve assumed their associates – and anyone else working in online order fulfillment these days – have been.
This associate really took the time to investigate my order, and made me feel really good about Lowe’s customer service. They told me a survey would follow the call, and I looked forward to leaving the highest ratings, but after the associate disconnected the call was terminated and I couldn’t take that survey.
Lowe’s IS trying to adapt, or at least I believe they are. Their call system now has a “we’ll call you back” feature whereas they didn’t have this 10 days ago.
Part 4: Suggested Lowe’s Order Volume
We’re in the midst of a pandemic right now, and it seems the online order volume and reduced fulfillment center staff (presumably due to social distancing requirements) are far more significant than anyone could have predicted.
It seems that Lowe’s online ordering and fulfillment system might not be scalable up to modern standards, which is also why they promised investors big changes for 2020.
For the items included in this order, I still need them, and I can wait.
I have been avoiding unnecessary orders, and will try to expand on that to avoid adding to the burden being placed on warehouse workers and online fulfillment systems right now.
This experience with Lowe’s has been messier than I’d like, and certainly confusing, but I feel even more appreciative now – still a bit frustrated though – at knowing they are actively trying to improve their response.
Changes like the new “callback” feature for phone customer service won’t help with the computer slow-downs they seem to be having, but they can’t overhaul their online ordering infrastructure at a time like this.
If Lowe’s online order numbers are linear/chronological, and a look at my order history suggests they are (except for a backwards jump between a November 2017 order and my following order in June 2018), the differences would indicate the number of orders between my own.
- 3/27/20 – starting point
- 4/10/20 – order number difference of >2,500,000
- 4/19/20 – order number difference of >1,400,000
(The first and second shippable orders were for plumbing fittings, and the last for air filters.)
If the order numbers are doled out in chronological order, this would mean more than 2.5 million orders in the 2 weeks between my first and second orders, and then another 1.4 million orders in the next 9 days after that.
I don’t know how realistic that is.
I placed two orders on 4/10, one for delivery-only items, and the other for shipping, with order numbers ~3300 values apart. It now seems possible for Lowe’s to have racked up another 3000+ orders in that time.
If we look at my order numbers between 3/27 and 4/19, there’s a difference of a little more than 3,960,000, which over 24 days would mean Lowe’s is receiving ~165,000 orders each day. Some of those orders, like mine, might have to ship at separate times, or come from different places.
I don’t know how accurate these numbers relate to orders placed, but it’s at least certain that a lot more people who normally shop at Lowe’s stores and other home centers’s retail locations are instead ordering their supplies online.
Part 5: Summary
Here’s the “too long, didn’t read” summary:
- I ordered in-stock items from Lowe’s 12 days ago
- Lowe’s sent a notice that some items are delayed
- I cancelled the delayed items
- Lowe’s added a callback feature to their customer service phone system!
- I called for order status and was told the cancelled items were “indefinitely delayed” despite being in-stock on the website
- I’m told Lowe’s has seen a huge uptick in online orders
- I’m told by customer service that their computers are way behind
- Thank you to all Lowe’s associates for keeping things going!
While I’m frustrated that I won’t be receiving the “delayed indefinitely” parts of my order that Lowe’s website even now still says are “available” for shipping and delivery, and it’s taking a long time for my actually in-stock items to ship out to me, I’m grateful that Lowe’s warehouse fulfillment workers are still able to get things out at all, and I appreciate that Lowe’s is at least trying to adapt to the current situation and make much-needed changes to their online shopping and support experience.
Two weeks ago, I was on hold for more than a half hour and with no insights as to how long it might be before I could speak to a customer service agent.
Today, I was informed of an 11 minute wait time and took advantage of the “call-back” feature where I was called back as promised and connected to customer service when my number in the queue was (figuratively) called.
There are more changes to be made, and I’m hopeful that they’ll work on gradual implementations and adaptations behind the scenes, at least as much as possible. The COVID-19 pandemic isn’t over, and there’s no telling how long it will be until it’s normal to make a casual supply run to the local home center or hardware supply again.
Some readers have yelled at me for daring to place online orders in the midst of a pandemic, others have criticizing me for not going to the store to buy what I need.
Right now, authorities are making the rules when it comes to travel recommendations, and retailers are making the rules when it comes to online ordering.
Some independent retailers have increased their minimum order amounts, others increased the minimum order amount for paid local deliveries.
Retailers are all making adaptations to the current situation, and it’s unclear as to how Lowe’s might further adapt, aside from their “10 unique items per order” policy.
Have you guys had any notable hiccups in your online shopping experiences?
Many retailers have slow order fulfillment rates right now, but have you noticed any other changes?
Nick S.
I had a similar experience. Tried to order a few boxes of screws for a project I was doing that weekend. I had ~7 days to get them before I wanted to start. Ordered them from Lowes on a Friday. I realized the following Wednesday that I hadn’t gotten a shipping notification. Checked the status online and it said “pending.” I sat on hold for 30+ minutes with customer service only to be told two things:
1) The order was pending due to COVID related delays.
2) The order was expected to arrive in approx. 2 more WEEKS – so over 3 weeks total processing time.
I then requested to cancel the order as I’d just suck it up and go to the local store. I was then told that “The order can’t be cancelled as it has entered the shipping phase.”
I have ZERO clue how an order is expected to take 2 more weeks to get to me, yet be uncancelleable because it’s in the shipping phase. The box came, a week AFTER I finished my project with screws from HD. I’ll open the box when quarantine is over, and drive them back to the local Lowes to return them and honestly never consider Lowes for online orders again (and will strongly prefer HD for in-store after this).
Really, really horrible customer experience.
Stuart
It’s not uncommon for orders to be unmodifiable once it’s processing.
Some items might be direct from vendor, or inventory might move around to a different warehouse.
A lot of stores have very short cancellation windows even if something hasn’t shipped yet, usually because it’s too problematic to halt processing or stop actions already in play.
William
I ordered a pit boss 850 on the 19th of March with a delivery for the following Monday. They changed the delivery to Wed. and that’s was ok. Stuff happens. Tuesday night I received an automated call saying it will arrive between 5 and 9 pm. I watch for 4 hours. Never arrived. I called customer service and they reset for friday. Delivery truck had left it behind. Automated call said Friday between 1 and 5 this time. Friday morning another automated call saying they were 17 minutes away. I’m outside over 30 minutes full of anticipation. Family was coming for first time in a year and I was doing the BBQ. While waiting, Michelle from local lowes called saying someone mistakenly SOLD my assembled pit. They are also now out. (4 available when I ordered) I am now rescheduled for next Wed but not sure I will ever receive this bbq pit. Michelle also informed me she was aware I called the complaint line. This is a mess. 4 different delivery times.
Ugh.
Hilda Luna
Covid 19 or no Covid 19, Lowe’s has always been problematic with online orders. They really need to upscale their website, and their customer service!
Denise Butler
OMG. I wish I had read the comments before I place an online order. This is absolutely the worst online experience I have ever had. You need more than patient.
1. Ordered a riding lawnmower
2. Wrong delivery address. Ok told to reorder the lawnmower. They was taking the lawnmower back to the store
3. I end up with two lawnmowers purchased and one delivered pending
4. I been trying to get this extra riding lawnmower off my account since April 2020.
5. I have paid off the one I received.
6. They expect me to make payments on something I didn’t receive. Obviously you have sold it to someone Elise or it’s in your warehouse. How ha rd is it to trace the serial number. I have called customer service at least 10 times.
Jason
Lowe’s isn’t set up to deal with what’s going on right now. Stores are being overrun with ordered and staffing is down due to covid-19 leaves if absence. What most people do not realize is that when an item says shipping available, it’s coming from a website distribution center or store. Which there are only a few of those. Your local stores can have it in stock and will offer in store pick up or delivery for a $60 fee. The problem with in-store pick ups are staffing related. It takes 10-15 minutes to pull one order. Stores usually get 20-50 orders a day, currently they are getting 100-300 a day with no where near enough staff to pull that many. Throw in trying to restock shelves and you have a total mess when everyday is now a repeat of Black Friday.
Nick S.
I hear you re. getting more orders, etc….but the direct comparison I have is Home Depot. I’ve done in-store pick-up from them twice since this issue with Lowes went down. I got the “ready for pick-up” notice within 30 minutes for both orders. I also ordered all of the other stuff for the initial project I noted from Home Depot for online delivery and got it in 3 days (3 8’x2′ Gladiator Slatwall panes, and about $400 worth of Gladiator accessories). The only reason I ordered from Lowes for the screws was they had cheaper shipping costs on a small order and I forgot to add the screws to my HD order…I really don’t think this is so much a COVID thing as other retailers who should be seeing similar spikes are coping much better. It’s highlighting how woefully inadequate and inferior Lowe’s digital-world infrastructure is.
Denise Butler
I will be purchasing from Home Depot from this day forward. I have read all the completes about online purchases. Nothing has change. With all the money this Fortune 500 business make, there should not be any reason they haven’t fixed th problem.
Andrea
I ordered a gas powered lawnmower and it been being processed for over a week now and hasn’t moved till today I call the store they check and say it’s supposed to be delivered today and I don’t see it check it again now it’s delayed and IDK why.
Miriam Donnell
We ordered a refrigerator on-line on August 18, 2020- the delivery date has been pushed back three times since-
1st delivery date- was Nov 19
2nd delivery date- was pushed back to Dec 4
3rd delivery date- was pushed back to Dec 18th-
I have called numerous times to every number available with no answers.
Online chat- no help.
No one can help me to find out what the problem is.
Still waiting…Today is Dec 13th
Laurelei Parrish
Miriam we are having the same issues you are with Refrigerator delivery. Lost our Refrigerator November 2020 so modified Thanksgiving dinner to say the least. Refrigerator ordered claimed to be in stock and deliverable on December 17, so thought at least we will have a fridge before Christmas with teenage boys in the house and I won’t have to keep going every two days out for food for the cooler to feed everyone during Covid. WRONG. No calls or changed status from Lowes just no delivery after waiting all day. I called them numerous times since. I have been as polite and patient as possible. Order pushed to Jan 7, then Jan 21, then Feb 4th and now Feb 18.
It has been 3 months and no Refrigerator. It is doubtful we will get it though they claim it was last in a warehouse in Oregon end of January. They claimed (they always have claims and none of them match) we would have it no later than Feb 10th due to this and not Feb 18.
Today is Feb 15. No word from Lowes by email, phone carrier pigeon. I am starting to believe there is such a shortage employees at the warehouse are selling them for $$$ than even we paid on the black web because I hear this same story in the supermarket (I am there alot since no refrigerator) and the dentist office etc.
I hope you got your refrigerator….
Gordon
Lowe’s is on my shitlist again for similar stuff. Before this pandemic I had numerous issues.
First, I try to order a pair of closet systems for in store pickup. One is ready for pickup, but the other “Sorry I can’t get that, it’s on the top shelf and no one with a forklift license is here today” So I order it at another store for pickup, get the email that its ready, drive there, and someone has to go find it. Guess what, also on a shelf and no forklift drivers. If they weren’t on massive sale, I would have returned the first.
Second, I need 220sqft of tile for a floor. The pallet on the floor is mostly picked over. A few mismatched boxes are left. I talk with the guy in flooring and he sets up an order for me. I specify numerous times that I want the same lot number to avoid potential color inconsistencies. That was recommended by the manufacturer and Lowe’s themselves. My order is most of a pallet anyway so he says he’ll take the new pallet down and pull the unneeded boxes off and give me the rest. We set a pickup date a few days away because I’m not in a rush. Low and behold, get the email that it’s ready the next day. I go to pick it up and no one can find it. I spend 2 hours at the store as someone fills the order and it’s all mismatched with some open boxes. Of course the new pallet he said he would pull from was still on the shelf.
Back at the end of February I finally got the garage to a point that we could add a freezer. HD was showing no stock until May, but Lowe’s said 7-10 days. I wasn’t in a rush so I placed the order. A few days later I just had a hunch and checked the status. “Canceled” it said. After waiting on hold for 30+min I decided to just call the store. I noticed that the item number on my order was showing as “discontinued” but there was an identical model, with different item number, still showing as in stock and deliverable. I finally get someone on the phone and they say “the store manager canceled the order because we’re out of stock.” I get that, but it’s a delivery item that’s backordered! I tell him that it would have been nice to receive a heads up (I passed on a smaller unit at Costco because the Lowe’s one was on order). Turns out their supplier wasn’t expecting any stock until August. Despite the changes mentioned here, I still see some freezers ready for delivery July 10.
These are just the big issues. I’ve had items listed in stock that no one can find, and items listed as out of stock that are right there on the shelf. I bought a tube of Keracaulk that rang up at the per case price, and required truck delivery. When I pulled up the app, that specific color was 3 times more expensive than any other color. It seems like 80% of my purchases require a manager to get involved.
Home Depot isn’t without issue. But Right now my biggest gripe with them is that my SameDay delivery took 2 days. I’m just grumpy that they kept saying it would going to be delivered when it hadn’t even been packaged. But that’s a serious #firstworldproblem in this current state. Lowe’s doesn’t really have any excuses. They have perpetually been incompetent.
Planegrain
Biggest thing that bothers me, i can’t talk to anyone on the phone. Had a 24/7 phone line to a pet food supplier. If I woke up at 3:00AM and remembered I needed food, i could call & order right then. Now I can’t get ahold of anyone at anytime. They just force everyone online. I was looking at things for my garden, seems so much is out of stock. Frustrating thing is they can’t tell you when it will be back in stock. So you don’t know if you should wait for it, or go in a different direction with other products. Of course all this is trivial, compared to all the people afffected by the virus outbreak.
David Zeller
Remember that the pet food place may have fewer workers available due to either illness or stay at home orders, plus their business may be busier due to more people ordering online. So a double whammy.
As for stock, many stores are at the mercy of suppliers (who also may not have workers) and transportation (which is also affected). They may simply not know when they’ll get things.
Interestingly for garden supplies, I’ve read that there is a surge in home food gardens due to the pandemic (people bored and/or wanting future food).
Levi
My Lowes experiences are equally frustrating. I only use Lowes when I have to, while Home Depot is great locally.
Have a pending order from Lowes.com from a week ago, 6 items, I’ve received one, 2 are in transit, 2 still show “Order Received” and one shows Item on Backorder.
No idea what the “Order Received” means, are they looking for them? Will they get canceled? Should i just order them elsewhere?
Lowes online inventory is just awful. I don’t trust it at all, i needed 4 of one item, but the local store only showed one. I decided to look myself and found 5 on the shelf. Often have to wander the store to find the items as they often times show stock but no location! Ugh! Sorry, rant off…
Marlene
I have also had horrible bad experiences 2 years ago and also 1 year ago with Lowe’s online ordering AND all the 9 or 10 different staff members who I had to call to try to solve order glitches/ jam-ups/ freezes etc, delivery misunderstandings of plain written words on the order page: Lowesjust doesnt work at all! meaning, NO ONE AT LOWES CAN EVER BE SURE WHATS RIGHT. That’s what I learned 2 years ago. Nothing to do with Covid-19 issues. The people each seem well-meaning and sincere. Genuinely trying to make a broken system work. However I found that I could not rely completely on what they said. Because it would all stop, until the next time I called. Then another hour on the phone, and a new understanding, a new consensus of what was going to happen next–and nothing. It broke down again. I had to call again. I felt like I was locked in a Kafka nightmare. Aaughhhhh! (that’s me screaming in frustration
Big Richard
If it’s not essential, I don’t order it. And if it is essential I still don’t order it.
So far I’ve had really good luck with that strategy. Might not work in every situation though, but I’d say try it.
RKA
I only placed one order for one item (qty 3) from HD for lawn and garden stuff. It was dropped off outside my garage as I instructed the next business day. My only gripe is I used to get free shipping item on a $45 purchase, but this cost me $9 in shipping (no free shipping options). But given my county has 10K confirmed cases, I’d rather not venture anywhere I don’t have to.
krashtd
Free shipping on $45+ orders at HomeDepot.com only applies to orders that are not being fulfilled by a store, and does not offer next day delivery. In the case of fulfillment from store, it’s considered a delivery service and will only ever be free during specific promotions for specific items. This has always been the policy.
Andrew
I’m really not surprised. I do IT, and used to work at a hardware store in the early 90s. Lowes is using the same mini computer based green screen we used to use back then. So their IT department is probably filled with super heroes (who make things work that shouldn’t) and dunces (who can’t seem to make enough effort to be super heroes). The fact that they have a website is likely the result of the super heroes duct taping and bailing wiring a variety of systems together that should never have been connected in the first place. That it has numerous failures is likely the result of the dunces not bothering to fix all the bugs.
Jim Felt
Your “efforts” mirror mine with Lowe’s.
Except just once three years when they managed to deliver, unload and help setup several SS rollaround tool boxes. Very nice experience. No in store equivalent. Zero.
Today like several orders recently through our HD account I’ve ordered online mostly stuff that no local store stocks which went through seamlessly and will be delivered free (with tracking) next week. AKA I’m in no real hurry.
I don’t hate Lowe’s. I just don’t like their store layout, many of the brands they stock and I’ve had lousy in store service on average.
HD isn’t perfect but between stocked brands of merch and their way better website, account management, HD Lockers and store layout I am a partisan.
However… I always support local lumber yards and specialty vendors whenever possible first.
And sadly out of frustration Jeff Bezos.
PETE
A couple years ago we ordered a microwave from lowes. 3 weeks later and it never showed up, we kept getting excuses. Went to homedepot and picked one up. 3 weeks later, so 6 weeks overall lowes calls telling me they have the microwave in….
I’m building a house right now and I will order NOTHING from lowes. Sure i’ll go in and grab something small and if i’m closer to lowes but that it.
Jp
Don’t buy from Lowes. Don’t support Lowes, let it collapse until the execs start to care. I’ve had way too many poir experiences. Not any more…..because i don’t go there.
Carmen
Thank you! I learned the hard way. They haven’t issued a refund for some merchandised ordered on july 1rst. This merchandise got lost in transit.
The customer service said my refund might take up to a month for the money to show up back in my account.
I’m so upset, that I definitely will not buy from them again!
Denise Butler
You are so right. They are the worst. I have taken my buying experience to Home Depot. All the money they make, and all the complaints they still haven’t fixed the problem. You right they don’t care.
Don’t support a Lowe’s until CEO fix the problem and everyone issues.
PJ
We really wish we had read the comments before. We order an air conditioner and they messed up the order 3 times. And finally sent an email saying it was delivered. But it was not delivered till date. No tracking number was sent to us. No call from the customer support. ]Their customer support is the worst of all. And our 700$ is in limbo since october. What can we do next. Any advice is appreciated. We cuoldnt get hold of the customer support at all. They keep redirecting to someone.
Planegrain
I had a Lowe’s near me, but it closed. Next one is probably 25 miles from me. I saved some products to a cart from a local company, I was very enthused with them having my needed products. Then in checkout I had $75 in products: $40 shipping fee: $10 special packing fee. I deleted everything, went to Home Depot & Target’soin-line.
Denise Butler
Good for you! They have become greedy.
Jeremy
I tried a price match on an aerator lowes had in stock, but was$30 less at Home Depot and Amazon. After 30 minutes on hold the”supervisor” would not authorize because they had it in stock and HD was free shipping. Lowes was $30 more and $70 shipping. I just did curb side pickup on a different HD model and bought $400 in seed, fertilizer, and irrigation supplies from HD with no issues.
Frank D
Not all big box stores are setup well (yet) to deal with online ordering + shipping, order online with local pickup, order online with local delivery … different divisions, different inventory … and often times high cost and time prohibitive shipping. Whether their own inventory or direct from vendor … it can be hit or miss.
Order online for store pickup seems best, in my case, though you run into some careless employees who may pick items with damaged packaging, second rate goods ( dented, scraped, … warped wood, scratched plexi, … ) which I’d reject unless discounted.
A variety of issues can equally happen to local in store orders, regular but bulk or special orders, that have to be fulfilled by a vendor.
That’s why I treat big box as much as possible like an in stock buy it here warehouse.
Small businesses setup primarily as online vendors who ship nationwide are just better to deal with online.
Frank D
PS: if you need construction materials, local lumber yards and building supplies happily deliver for a small or even no fee. I know a couple builders who always use the local lumber yards and get stuff delivered to job sites, no extra charge.
Denise Butler
Well they need to stop their online purchase orders until they can come up with a solution. They are losing customer’s.
Will H
I tried to purchase a double French door from Lowes and needed by a certain date. Went to the closest Lowes store and since they didn’t have in stock they could only order it and could not set up delivery but I would have to wait until another store called me and only then would I know when it could be delivered.
I gave up and went to Home Depot down the street. They didn’t have in stock either but identified a store that did have it, placed the order and scheduled the delivery. Showed up the date and time promised.
Lowes is clearly behind in their technology investment and I’ve seen little improvement. It seems every store operates in its own silo as compare to HD which in works as a single unit.
Denise Butler
My next step is to March at Lowe’s stores u til they fix my going on six month purchasing issue.
Andy Ringsmuth
Honestly, I don’t understand the reason for all the fuss. If I need something, I simply drive to the store and get it. Not Lowes though, but mainly on account of a Menards and HomeDepot and Ace being all about a mile from my house and Lowes is about 10.
Since this mess started I placed one order at HomeDepot for some marble floor tile that was in stock. Placed the order online about 2 p.m. and it was ready for me to pick up an hour and a half later.
Beyond that, I just go to the store. Unless you lick the door handles or bear hug every employee and customer in the store, you’ll be fine.
Gordon
In my area, it’s not really about the virus. That just creates lines as they limit people in the store and everyone is trying to do pickup. It’s more about stock being spread out over 2-3 stores. And that’s assuming you trust the online stock numbers in the first place, or that it’s easy to get to and not on a shelf somewhere. Most of my orders have included something that required shipping or delivery in the first place.
Stuart
That too.
When you get into the more specialized things – a certain size of Spax screw, a different type of wood, less common plumbing fittings, less popular electrical devices, a certain brand and weight of hammer, it might require several trips to different stores. Depending on the time of year, it’s easier and faster for me to order online with free shipping than to find the time for a 2-3 hour tour of several home centers in an area.
There were times I went to one Home Depot location, then another, and then a Lowe’s on the way home, and STILL not find everything I needed for that day or week’s projects.
Stuart
1) Even with social distancing, people are inconsiderate and not taking precautions and people are still getting stick.
2) It’s at least an hour round-trip to my closest Lowe’s, and numerous times in the past two years I’ve went there to buy something I can’t get at Home Depot, and despite the website saying it’s in stock, the item(s) were nowhere to be found.
3) There are tools and supplies on the website that you can’t buy at the local stores.
The fuss is because I tend to order a lot of parts, supplies, and tools online, and quite frankly Lowe’s system is YEARS behind the experiences I have with other retailers – smaller stores, bigger stores, and their direct competitors.
John Lobert
I had a similar pre-pandemic experience. I placed an online order that was to be sent to the store for pickup (not normally available in-store). When I got the notice that it had shipped, it was not the item I ordered. I contacted online order customer service to cancel the order and get a refund, but was told that since it was for store delivery, I would have to go to the store to deal with it.
I went to the store and was told there by customer service that since it was an online order, I would have to deal with online customer service because the store had no control over it.
When I explained I had already gone that route and that’s why I was there, the clerk asked the manager what to do. The manager said, “Online customer service.” She told him what I said, so he called online customer service who told him the same thing I had been told. Exasperated, he credited by card for the amount of the purchase (not sure how he did it).
Kudos to local customer service and pitchforks to the online folks. That’s my last order online with Lowe’s.
Mike
Six weeks ago (pre-shutdown), I placed an online order for several sale items listed as in-stock at my local store. Later that day, I come home to a very short message on the answering machine that my entire order had been cancelled – no reason given.
On the other hand, except for an extended wait for some air fittings, have never had an issue with online orders from Home Depot. It will be a while before I bother ordering online from Lowe again.
Amy
While assuming everyone is off work and Covid 19 is not their top priority, it seems to have overloaded Lowe’s with negative post.
Thank You Lowe’s for being open and trying to fullfill everyones orders in such a hurry that you guys are exhausted with work. Everyone is trying so hard to make everyone happy. Its okay because if you did they probably would find another problem somewhere else.
Keep up the hard work it will payoff in the end of all of this… God Bless Everyone!
Stuart
That’s the thing – the people are trying. People implemented the new callback feature. People were kind and helpful in providing customer service.
Right now, Lowe’s system is the problem. Even Lowe’s customer service was pointing at computer issues. Their chat associate mentioned server crashes.
Their online infrastructure is being torture-tested right now, and struggling. How will things be 6 months from now?
Lowe’s promised updates to the web experience this year. Will this experience, and the lessons learned, influence that process and the future of Lowe’s online shopping experience?
Josh
The problem with your logic is this plagued Lowe’s before the pandemic. I’ve been a veteran that separated from the military since 2011. In 2016 or 2017, they stopped accepting Veteran’s ID’s in store for the 10% discount – you have to create an account on Lowe’s website and apply for the vet discount.
Go ahead. Try it, if you can. https://www.lowes.com/u/login?context=military
Every single browser, Chrome, Firefox, Internet Explorer, Opera, Safari, Edge, Vivaldi, and Brave would not allow you to proceed with the application.
You fill out your information, and when it gets to your date of birth you can fill it out the first time, but when you click “Next”, it shows you an error, the birthdate field is greyed out, and you cannot do anything to click next again.
I tried every couple months for years. Support just said “We’ll forward your complaint to the appropriate team”. No follow up, just disappointment.
When going into the Lowe’s store, I would show that I have my veteran’s ID, they’d say “You have to go to your My Lowe’s account online and link it, we cannot give it in the store anymore”, and I’d say “But your website is broken”, pull it up on my phone, show that I cannot proceed, and they’d normally call a manager to override it.
They stopped overriding it in 2018, saying “Corporate says we can’t do that anymore”.
Randomly, about 3 weeks ago, I tried again. I got the same result, but when trying other browsers I got a message “You’re now eligible to receive 10% OFF qualifying purchases in-store and online” when I logged in. I was dumbfounded. But there it was, working, even though it gave the exact same error message it had hundreds of times before.
The problems with Lowe’s support, customer service, and website have existed for as long as Lowe’s has been online.
I’m not saying we should get the pitchforks and torches, but I am saying that you shouldn’t give them any kind of excuse for issues that have existed for over a decade
Tom
Will never again shop at Lowe’s,they closed the store near me years ago. Employees showed up for work and found out store was closed for good,no warning,no nothing ! That shows a total disregard for employees and their families. Any company that would pull a stunt like that is not worthy of my business.
SteveS
Tom, don’t know where you’re located but here in Northern Illinois they did the same thing a while back, closing multiple stores with no notice. There are now only a few widely spaced Lowes in the Chicago suburbs. I have to drive past (literally) 3 HD’s and a Menards to get to the closest Lowes. For that reason alone, they’re not high on my list.
Last year I did a kitchen and bath project. It happened to be near a Lowes and saw some trim pieces I liked. Later I tried to order them online. Gave up after half an hour of screwing around on their web site. My thought process was that any outfit this disorganized BEFORE they get my order/money isn’t going to improve AFTER they have it in hand. My business was theirs to lose.
HD is not perfect either, but I never had a problem with HD orders – delivery from local store or from wherever their central warehouse is. Stuff always seemed to arrive on time, and they’d call ahead whenever they were supposed to with appliances and material. I’ve also had pleasant experience with pickups in store, both in person and from the lockers.
Scott Pennington
Nearly all items that are unavailable or on hold, are being held in port because of covid 19 situation.
JML
Recently I used the Lowe’s website and app and found something I needed that was allegedly in stock at a local Lowe’s tool department (5 pieces in stock). Went in, armed with the row and bin location from the website. Found no item, no matching row, and no matching bin. Not the ITEMS, but the entire location grid was changed. An elderly employee without gloves and mask, who was coughing (!!) said “Oh, they changed all the tool display rows and bins, so none of that works anymore.” And the 5 units of the item I wanted were nowhere to be found, anyway. [sigh]
Anthony L
The Lowes locations here in Anchorage offer curb-side pick-up. You order online and then they email you when the items are ready. Most of the time, its a smooth transaction, but one time, a week ago, I show up to the designated area, call the number on the parking sign to let them know I am here to pick-up an order. This is how it went:
Lowes employee: “Lowes, how can I help you?”
Me: (cheery voice) “Hello, I am in space 7, here to pick up an order.”
Lowes employee: ” (Angry voice) “There are other customers before you..” (She hangs up)
What a crap way to answer a call from a paying customer who is just following the process designed by Lowes. I should have immediately returned the order and went to another store, but I had things to do.
Matt
I can understand some issues in April but I ordered in an *IN-STOCK* item for *IN-STORE* pick up and after an entire day the item is still not ready for pick up. It’s nothing out of the ordinary, it’s a small electric smoker. I only ordered it for in-store pick up because it showed only a couple left and I wouldn’t be able to get to the store until after work. I even went to the store and asked and they said I can’t get the item until I receive the e-mail saying it’s ready. Really? It’s literally inside the store. I have tomorrow off so I’m really just kicking around cancelling the item and then stopping by and buying it today on my way home since there’s still some in stock. It’s pretty much insanity to do that.
Jennifer Michaels
We ordered and paid for new handles and lock mechanism for our screen door This was on MAY 1st. Still have not heard or received items. We can’t blame the Virus for everything. Whats going on and when can we expect our order to arrive at Lowes
Frank D
I’d pick up the phone and inquire. Maybe they passed the order on to the vendor, and they’re not monitoring things that closely? I had one custom order auto-cancel two-three months after not becoming available from the vendor.
Peter
Lowes customer service just sucks, no need to read all these posts to know that.
They delivered part of my order. No information about how/when/if the remainder would be delivered. Local store doesn’t answer the phone. Corporate HQ is polite but doesn’t have any information. Their only suggestion is that I call the vendor that Lowes buys the product from, and ask them about how/when/if my items will be delivered. Gee, I thought I bought my items from Lowes (that’s the credit card charge listing).
The only realistic solution is to just cancel the order and go elsewhere. Whoops, you can’t cancel an order. Customer service at HQ can’t cancel an order, directed me to the website to handle it. There is no option to cancel an order on the website.
My only solution was to call Discover and report the purchase as a fraudulent charge. I assume Lowes will contest this, so I can look forward to hassling with this for months to come.
MICHAEL MOSALL
Researched and ordered about $600 worth of split rail fence parts. Ordered online through the Saratoga NY store. They sent an email thanking me for my order and gave me a delivery date that was about two weeks away. They explained that some orders may be delayed due to Covid-19 and they would contact me if that were to be the case. A day before the delivery date I went online and checked the status of the order. CANCELLED! No call, no email, no nothing! Beware folks. You could be wasting time if you do business with this outfit.
KathyJB
We ordered a KitchenAid refrigerator online on April 24. Later, we got a shipping delivery text message that it was coming on May 8. Great!! We emptied our old fridge and manhandled it out the driveway, to take to my mother-in-law later. Well, the new fridge never came. And the text message was apparently some mysterious notice that it was being delivered to the STORE, not us. OK. So we’ll get it soon? No, they couldn’t “find” it.
We finally brought the old fridge back in to the house, rather than rely on the one in the basement “for a few days.” Good thing. Eventually we were told we’d get our fridge in July. Today is July 7. We just got a phone call that we should see our refrigerator in SEPTEMBER. No explanation. Good thing we’re not in a hurry.
Aprilt
I placed an order for a chest freezer in the store on April 26. I expected a delay, but we’d been dragging our feet for over a year on the idea. They said June 26, but it may come in a couple days early (yeah right). Here it is July 27 and still no freezer and multiple calls. I understand we have a pandemic and a shortage of these things, but seriously they can’t even give you an estimate of when to expect it.
Julie
Same here. Ordered refrigerator April 15. We got a delivery date for April 29th. Day before delivery got an email stating back ordered and new delivery date of July 31. I called on July 28th they confirmed delivery but when I asked if the product was in warehouse I was told it had not shipped from Vendor as of yet. I asked how can you say it’s set for delivery and then tell me it has not left vendor. I was told I could call vendor on status. I was uhh you Lowe’s have a hold on my money since mid April not just on fridge but also the warranty amount. We purchased from Lowe’s not the vendor so I believe you need to call vendor. You have the company order number I only have my Lowe’s order number which will do me no good if I had to call vendor. She just kept repeating you can call the vendor. I asked to speak to supervisor and I was just rolled back into the phone system. It took 45 mins waiting time just to be told I could call vendor. I just hung up out of frustration. Well…. today July 29 got email that the fridge is back ordered until Sept 17th. So frustrated right now
Aristotle
We ordered a freezer back in March. The delivery date (originally July 17) has changed four times. The latest is August 17, but when I called the last time it changed, customer service informed me (after holding for 44 minutes) that the manufacturer had not yet delivered it to the Lowes warehouse.
Basically, the delivery dates are some bull**** guess that their online system generates automatically. The bottom line is that Lowes has no idea when the freezer will be delivered. I have almost $1k in meat sitting at my butcher’s that needs to be picked up in five days. I am beyond angry.
S. Johnson
I guess it is nice to know we are not alone in our wait for the fridge we bought in April…rescheduled on us 4 times and just got a new date today for what was supposed to be the delivery tomorrow. After the first two rescheduled dates I called and talked to customer service hoping to get a confirmation if the next upcoming delivery would really happen. I was told a few things during the conversation: when I placed the order thru the website it indicated that the fridge was in stock in the local store, but turns out if we had actually called/gone to the store and bought it (assuming the stock info was correct) then it would have been buy/schedule delivery/delivered. But because I used online ordering I was not REALLY ordering from the store as I thought – the online ordering went to an outside vendor. When the outside vendor doesn’t have the item available to ship, they keep (according to the CS rep) “guessing” when they will be able to deliver it and thus the endless stream of rescheduled dates. Our new date is mid-September. We’ll see…at least we were only replacing the current fridge because it is old and the ice maker has issues – better to replace now than after it breaks down. I hope this plan will hold until we get the new one!
KathyJB
I’m replying to my own original comment as a way to update it. The last we had heard, our April 2020 order for the KitchenAid fridge delivery was scheduled for September. Yesterday (October 6) we missed a call from the local Lowe’s, asking if we were still interested in getting the refrigerator. The caller gave her name and telephone number with extension.
Yes, we still want the fridge! But calling the store back to reach the person who called us was another exercise in frustration. Listening to multiple menu options, no way to enter an extension, etc. So we get to a real person, who doesn’t quite recognize the name and extension of who we want to speak with. We’re finally told she is with Receiving, but it was too late in the day for us to reach her. So… we try again the next day. More menu fun, horrible hold music, and every time we’re either on hold for too long, or the number we wanted doesn’t pick up, we get kicked back to customer service. Once we thought we were close to speaking to the person who called us, and we laughingly said, “wait until the call disconnects.” Well, it did! So we decided to just go in to the store. We did not want them to somehow decide we no longer wanted the fridge because we didn’t respond. In preparing to take copies of papers with us, we discovered an email that we overlooked, telling us the new ship date is OCTOBER 23.
Once we get to the store, we find out that the person we want is NOT in Receiving, but Customer Service. And she’s not in today. We are assured that the woman in charge in the Appliances section will help us. Eventually, after a long wait for the Appliances person to confirm everything, our records have been updated to reflect that yes, we still want our refrigerator. If all goes well, perhaps we will have it by the date given us in our last email. We got the Purchase Order number, which apparently will be useful if we later have to get a status again.
Greg
I purchased a washer and dryer set from Lowe’s in June. The washer was in store so we picked that up ourselves but the dryer had to be delivered with a date in mid July. I get a call every other Friday now to inform me the dryer is still on back order and they’ll give me another update in 2 weeks unless the dryer comes in and I’ll get a call sooner. My next “your item is still delayed” call is scheduled for tomorrow.
tricia
I ordered a washer and dryer set a month ago too and the dryer is also on back order so at least that story is consistent.
Jones
Lowes online is treading dangerously on the border of fraudulent misrepresentation. They need to inform their vendors to zero out their inventories as soon as a product becomes unavailable. Customers are placing orders online just to have the order canceled. This delays the entire process. If a product is unavail it needs to updated as soon as the last one is sold. This can be done by requiring vendors to overstock at least 1 unit in their inventories before reordering or listing as unavailable on Lowes.com. A good supplier always carries an overstock JiC. I refuse to shop online with Lowes anymore. The HD online experience is waaaay better. Oh and if I hear the covid excuse one more time I think I am gonna scream.
Anthony W.
I completely agree about zeroing out the products that are unavailable. If it isn’t available, the product should be removed from the website until they have them in stock. Very frustrating to find the item I’m looking for, clicking on it and finding out it’s not available. UGH. Makes no sense.
Melissa M
I ordered a kitchen set on Sept 22nd, 2020.
The microwave and all install accessories were available immediately, I picked them up that weekend.
The oven was delivered in October. No issues.
The fridge and dishwasher (the two items I ACTUALLY wanted to replace, but simply got the matching set because I might sell my home soon) were delayed until Jan 4. No biggie, I can wait.
Then Jan 4 I get a message they’re delayed to Feb 26th and I need to accept the delay.
Ok, sure. I call in and spend TWO HOURS on the phone with someone who is trying to push me repeatedly to cancel the items – but I won’t because… matching set.
We end the call with the delay accepted.
Later that night I get an email that the items were cancelled.
Spent another hour on the phone with customer service this morning (Feb 2) with them telling me that the items are simply “out of stock” and they can replace with similar items. None of their similar items are the correct dimensions for my cabinets & none of them match the oven and microwave I have in my kitchen now.
I ask them to take back their oven and microwave so I can order a different set that is in stock.
They say it’s outside the 30 day return window so tough luck.
So I’m out the cost of a brand new oven and microwave and accessory components for a fridge and dishwasher that never arrived & I get to try and order a new set all over again. I’m wondering if this is something worth going to small claims over because I feel like I got tricked into buying a mediocre oven with the promise of a great fridge/dishwasher that they never even had in stock. What a scam.
Marlene Metcalf
Melissa, I was going to suggest, possibly better than court and zero cost to you is the online complaint form under “Consumer Financial Protection Bureau” that Elizabeth Warren started, under Obama. It worked great until Trump got in, (he hates it) and I have hopes it will be working again now since Biden mentioned he is reactivating it. It’s quick + easy to fill out and asks you at the end, ” what resolution do you hope to have for this situation?” You just say what you want. I got real action with it in 2014, 2015, 2016, early 2017 (efore Trump made it stop.)
Daniel Schultz
I received an email yesterday that an item I had ordered was “ready for pickup”. I drove to the store today and the item was not there, the store staff had no explanation when I showed them the message on my phone.
I made a completely wasted trip and will have to make another trip when/if the item ever does come in. It’s not a huge amount of gas money but I did waste over an hour of my time. I just don’t understand how they can send a “ready for pickup” message when they don’t have the item. If I did my job in such a careless manner I would be fired.
Jones
Somebody scanned it before they unloaded probably and left it on the truck overnight. Logistics is a nightmare for retailers during high demand times. They fail to sync up. Especially during covid and skeleton shifts. Best call the store ahead of time to have someone lay eyes on it and not get the run around.
WILLIAM ANDERSON
The Covid excuse is pure hogwash. I had the identical experience three year ago when we built an extension onto the front porch and mad it into a storeroom. This happened twice: 1. Made order online, was charged for the entire order. 2. THEN, extra charges began appearing in top of the original price, and also “special fees” which were local taxes for materials fro other locations. This last tome, I was charged “special fees” (all taxes) AND local sales taxes. BOTH times I had to cancel, get cash, and go ti the store and have the store make the order, paying cash.
Anthony W.
I agree. The covid excuse is just an easy scapegoat. What will the excuses be next year or the year after?
Elle
I’m in this nightmare now. 3 weeks to first delivery…then changed it. Charged lat night for delivery tomorrow…guess what? Yup, cancelled and put off another 2 weeks, 7 from order date. On top of that, I was charged for the order twice for delivery tomorrow (which I am not getting) then I cancelled part of the order because a)I can get it from Wal-Mart cheaper and b) I on;y need 3, not 5. Charged for a THIRD time for the same order.
Of course my bank declined it, this is $3600 in 12 hours for the same order. Put me right back at the start…and a new delivery date of June 27th.
I ordered April 12. I just gave up on the whole order and will spend my 1K somewhere else.
Lal Singh
Great experience at Lowes located at FM529@ HWY6. I am a prominent costumer of Lowes with Lowes Advantage Card.So for I am fully satisfied with their systems of business and very nice,polite and cooperative staff.Always get the Quality in all products,tools and other material.I would appreciate the staff,always ready for your help and solve your issues with smiling face.Recently I had an issue at Doors department. I was worried about this issue. But I received overwhelming behavior of the sales person and I would like to appreciate the supervisor of this department Miss HALA .She solved that issue within minutes with help of Mr Lowrence within minutes.Thats my pleasure.I am really glad and satisfied.Thanks Lowes being close to my residence.
Jesse branco
They lie to me every time I contact them about an appliance order I placed in oct.2020 I built a kitchen around these appliances. The kitchen I bought at Lowe’s!
I still have no appliances! Not one person at Lowe’s south Nashua NH have any management they do as they please when they please!
I have tried to talk to the local regional manager it seems his # is not available.
When I order the appliances Lowe’s said that they had them.
I’m stuck because the kitchen was designed around theses appliances.
I’m expecting a significant discount for my inconvenience!
Roadkillstewie
File a complaint with the fyc & bbb
Kat
I had a similar experience and ordered a five piece patio set with an umbrella. I paid over $2,000 for the set and we check stock twice that day. I had the option of taking it home that day or having it delivered for free. Of course I chose delivered for free which was a huge mistake! 4 days later I received an email stating a chair in my order was canceled, no phone call or anything. I paid cash for the set and found out they’re sending me a gift card for the chair. Wtf! Whatever happened to customer service? How about calling me asking me if I’d like a four piece set or if I would like my money back the same way that it was paid for. I was livid and went into the store to talk to the assistant manager, because the store manager wasn’t there. I offered to take the floor model being they’re not available right now, but that didn’t work for him. The next day I went to talk to the store manager and they found one 40 mi away. They did try to make it right and offered to deliver it, but I insisted on picking it up because I was worried about another disaster. When I got there they didn’t have the chair. The manager was wonderful though and did give me the floor model. They could have given me a discount, but I was just happy to get the chair. The chair ended up having damage, so I’m back to my store to explain this to them and they finally sold me the floor model. All of this for a damn chair. They’re still showing them in stock on the website, you would think that they would update their inventory, but all it states is low in stock. I remember the old days when customer service was customer service and you got a human. I don’t always have time to look at my email and I have so much junk in there that it can be very easy to miss.
Jones
Lowes and HD. They are all equally worthless when it comes to sticking to delivery schedules because they outsource their deliveries and have a hard time coordinating with their online delivery systems and warehouses. Maybe you missed the call or text of the initial delivery confirmation and it got cancelled because usually you recieve a call or text a week before and 24 hours before the warehouse loads the trucks. The real problem, however lies in their warehouses with lack of labor. Nobody wants to work post pandemia because they can make more somewhere else. They’ll be replaced with robots soon anyways. Also, never settle for the floor models people abuse those things in store, I can’t stand cross selling weasals. You should have just waited again for the delivery instead of go down the rabbit hole of returns amd dissapointments. One of those life long lessons you had to pay for and didn’t deserve…I get it . The days before covid are over, we have to take matters into our own hands these days when it comes to online expectations and getting the things we order online. These people have lost accountability and their corporate offices remain greedier than ever. Something will have to change in their model or the company will go under and stores will close. People will flock to Ace, HD, Amazon for order pick-ups and deliveries. Sorry for your experience and the blatant lies by their incompetent staff and management especially with a 2K order. It is like they bamboozled and hussled you and expect you not to yelp about it. Well I say yelp away. Stick it too them they earned it.
Kyle
I purchased appliances from lowes a few years ago on their black friday event. It was over a year before I received the appliances. They were no longer the latest and greatest like they were when I made the purchase and the rebates were all expired before I received them.
Jones
Dude, my comment is like 2 years old post pandemic wheb there were no workers. I am sure they have stepped up their inventories and CS since then. Not like HD, but they do carry higher quality brands.