Lowe's

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I have been a Lowes customer and credit card holder for several years.
Lately within the last year I have bought properties for investment and yes I have been using Lowes to the tune of several thousands of dollars.
I especially loved it that they gave me a discount for being a veteran.
I know just about every person in the store as I manage a conveneince and fastfood store a block away and most of them frequent my store.
I do not have a veteran ID card instead I use my DD214 which clearly states I am a Viet Nam veteran with several citations.Recently I went in to purchase
merchandise and when I went to the register to pay I told the cashier I was a veteran.She asked for proof and I told her my proof was in my vehicle.At that time your sales associate Denise came by who knows me and knows I am a veteran instead of vouching for me she told me policy requires me to show proof and that I would have to go and get my proof.She knew me and still did this to me.I asked to speak to the manager in charge which was a mistake as he was so rude that I told them to keep the $150.00 weedeater and that I would go to Home Depot in which I did and got a veterans discount with no hassle.
The assistant managers name is Harold.
I recently started another remodel project and decided to give them another chance BIG MISTAKE not only did I get but another assistant named Jason told me policy states that a DD214 is not sufficient ID thats bull as not all veterans have IDs.I told him that a DD214 and a drivers license should be sufficient.
Once again went to Home Depot.
This time I am going to Lowes and pay my final bill and have the manager Dennis cancel my Lowes card and I will never set foot in that store unless its to return something that I have purchased in the Rim store in San Antonio Texas.
I never intend to spend another penny in your Kerrville Texas store.
Home Depot is loving this.
Kerrville Texas 78028
Feel free to contact me if you care

Jerry 8/21/10 9:29AM

I just got off the phone with a customer service agent named "Cindy" she was mean, unprofessional and could care less how to help me. If I were you, I would think twice about using lowes credit cards. I just signed up and for some reason never received my bill. It wasn't due yet but she did nothing to help me. I had to get online on how to pay it before it was late.

Lam 8/19/10 1:24PM

I recently visited your store on 28th street
in Grand Rapids, MI and had to ask three
employess in three different departments were I might find a gasket I am a former
manager and understand how difficult it is to find good help but cannot understand why the first two employees seemed clueless and acted like I was waisting there time and I finally found a third employee who apologized and was very helpful.

Anonymous 8/10/10 11:11AM

I wish to compliment for the services I received at my local wareham,ma recently.Customer service employee Beverly Martin for her due diligence regarding my credit card using her pleasent nature to help me understand my requirments for use on my credit card regarding bonus points. I also want to compliment Nick Barakat for his untiring help in the lumber dept. and expertise for replacing my fench and making sure my pickup and the rental truck was available at my scheduled time.Lowes is fortunat for having two such employees.Thank you George Donahue

cape cod 8/7/10 7:43AM

On July 17 I called Lowe's asking to speak with someone in blind dept. Kimberly came on the phone and began to answer my questions but suddenly she told me that she was the only person in the dept and there was a couple standing waiting for her. Would it be possible to take my number and get back to me as soon as she took care of the couple in front of her.

I had worked retail for YEARS and had been in the same situation. She handled the situation very professionally and did get back to me within 15 minutes. All my questions were answered and I just wanted you to know that she did a great job of multitasking!!

C.Brown

Anonymous 8/6/10 3:15PM

My name is George Clark and I am a relatively new shopper at Lowe's Home Improvement but will never shop at a Lowe's again for the rest of my life. On top of that, I'm going to tell everyone I know and even strangers to shop Home Depot instead of Lowe's. I had the worst shopping experience of my life at the Lowe's in Warrington, PA. I got the rudest service from a small-minded, ignorant, and arrogant manager. His name is Bob Gargan and he acted so beligerantly and condescending towards me and made me feel lower than pond scum. I needed help with a propane gas grills. I was buying a brand new propane tank in the aisle and said it felt light and that there was no gas inside. I thought it was empty. He said "Duh, you don't seem to know what you are doing" and laughed in my face. He made me feel small and humiliated me in front of other customers. This was extremely unprofessional and I have never received service like this in my entire life. He is a very small and arrogant manager. Right from the beginning, he was a jerk in his demeanor and attitude. He thought he was being helpful in his own twisted little mind. I spoke to a few other employees at that store, and all of them told me that he is hated by all of the employees in that Warrington store. I personally witnessed him a few minutes later, after he was so rude to me, act very condescending to an employee and almost made a young lady cry. I could tell she was very traumatized by the episode. I approached this young woman and she told me that he has had numerous employee and customer complaints about him on record with Lowe's corporate. I truly feel sorry for all the customers and employees at that Warrington store that have to put up with a jerk like that. I promise I will never, ever shop at a Lowe's again for the rest of my life and will try to convert everyone I know to shop at Home Depot, where one employee told me that he got fired for assaulting and punching another coworker. NICE!!!!! I didn't think Lowe's would hire a Depot "reject" like that. It's an atrocity that this man was ever hired by Lowe's in the first place. I will not be satisfied until this man gets terminated and will make this my life's mission to ensure that this happens. If not, I will go to the Better Business Bureau and report this Bob Gargan. Who does he think he is? Even the CEO of Lowe's would never act in this manner. He's a little man who relishes power and control but is really a little moron! If I don't get this satisfaction, I will also go to the local news media...eg. Fox News, Action News, etc. which would be very bad for publicity especially in these trying and hard economic times!

geoclark40 8/6/10 1:46PM

Called this number because I was getting the run around from the store I bought my appliance from and their useless 866-77lowes number.

Got in contact with customer care, told her my problem and she contacted the store manager. A couple of days later, my problem got fixed.

I'll make sure I add this number into my phonebook just in case Lowes try to give me the run around again.

Anonymous 8/2/10 3:56PM

On the Norris carpet install. Is this a Berber by chance? Levels of padding are unacceptable so is this direction of pattern. Fraying is to be almost expected with a Berber weave. Salesperson to inform of this. Sounds like an installer failure here and Lowe's should cover install warranty of labor (then charge installer for expense.)
But there is a time lapse to consider here... which owner of said property/ purchaser of carpet signed off on the paperwork with Lowe's... stating, they are satisfied with the job. So he/she is expecting free carpet and labor now.?. BS
Subcontracting is a risky business, Lowe's in it's best attempts make this service easily acessible for most consumers, it is not a one fits all.
So, stand up for yourself and please, read what you sign. No matter how busy you are.

ajkt 7/22/10 3:19PM

I stand up an clap for the employees at Watertown NY 1022 lowes and all the installers.
Nick and Jack were very well informed on what it would take to get my appliances where they needed to go before coming to my home. They were quick, professional and new how the appliance ran before I even read the book. Great job! Nick would also make a great delivery driver for future.

Installers I would also say hats off. Travis and his crew have done the siding to my home and it is beautiful. And they made my husband very happy also coming home from overseas to a job well done.

Sue and Ron Parker are also in and out of my home regular. I have had many carpet and flooring jobs done. They are the best at what they do and a great asset to the store. I will be requesting them again and I recommend Lowes for any of your needs out there.
Keep up the good work and all the employees at lowes.

Thank you

Trish Matteo

Anonymous 7/7/10 3:24PM

COMPLAINT ACTIVITY REPORT Case # 409329 BBB of Southern Piedmont, Inc.

Consumer Info: Stough, Norris Business Info: Lowe's Home Centers, Inc.
10519 Yorkford Dr 1100 Chancellor Park Dr
Dallas, TX 75238-2246 Charlotte, NC 28213-8135
214 340-8119 214 340-8119 336 658-4000


Location Involved: (Same as above)

Consumer's Original Complaint :
Company employees refuse to respond to my claim under the labor and materials warranty of my carpeting.
The carpet was improperly installed from day one. I attempted to get a representative from Lowe's to come to my home during the installation to see the imperfections. The declined repeatedly saying they were too busy. Over two weeks later a representative did come and he agreed the carpet had not been installed properly - the seems were showing, the pattern was laid in different directions at the seams and the installers used three different types of pad leaving the carpet at three levels. I told him I was concerend about future resale value. The representative sent me an email confirmation stating the carpet and labor were guaranteed for 10 years from the date of install in 2002. Now, when I have the house for sale and potential buyers are pointing out the defects during showings the company representatives have not responded to my three requests for replacement under the warranty. I have been to the store where it was purchased and referred to one individual who never called me back. I called on June 19th and spoke with the manager on duty, Scott, who told me he would have the appropriate individual call me back today, June 21. It is now after 5 p.m. and no one has called. I do not have time to get jerked around by these guys while I potentially loose out on the sale of my home because of this warranty issue

Consumer's Desired Resolution:
I want the carpet completely replaced. Since I purchased three rooms and two bathrooms of matching carpet I want it all to match in the future and so all of it needs to be replaced.

BBB Processing

06/21/2010 web BBB Case Received by BBB
06/22/2010 HPT BBB Case Reviewed by BBB - Member
06/22/2010 Otto EMAIL Send Acknowledgement to Consumer
06/22/2010 Otto EMAIL Notify Business of Dispute - Member
06/28/2010 WEB BBB RECEIVE BUSINESS RESPONSE : June 28, 2010
BBB of North Carolina
Attn: Hilda T. Cohen
13860 Ballantyne Corporate Place
Suite 225
Charlotte, NC 29277
Name: Norris Stough
RE: Case # 409329
Dear Hilda Cohen:
Thank you for giving Lowe's an opportunity to respond to your letter. We are extremely proud of our customer service, however; we are eager to hear customer feedback so we can identify opportunities to improve our service and customer satisfaction.
On June 25, 2010, Norris Stough informed our office a representative from the carpet manufacturer is visiting his home to inspect the carpet. Lowe's considers this case pending and will respond to your office within 30 days.
If Lowe's can be of further assistance, please do not hesitate to call 1-866-284-8989 or email execustservice@lowes.com. You may also contact us by mailing your correspondence to P.O. Box 1111, Mail Code CON8, North Wilkesboro, North Carolina 28659.
Thank you,
Tracy
Lowe's Executive Support
06/28/2010 HTC EMAIL Forward Business response to Consumer
06/29/2010 WEB BBB BBB REVIEWS CONSUMER REBUTTAL TO BUSINESS RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)
The company has offered to schedule an appointment for a Lowe's representative and a manufacturer's representative to inspect the carpet. However, no inspection has yet occurred. Whether or not the company will do anything other than make this response to the BBB is yet unknown.
06/29/2010 HTC EMAIL Forward Consumer Rebuttal to Business
07/07/2010 WEB BBB RECEIVED BUSINESS' REBUTTAL RESPONSE : July 07, 2010
BBB of North Carolina
Attn: Hilda T. Cohen
13860 Balentine Corporate Place
Suite 225
Charlotte, NC 29277
Name: Norris Sough
RE: Case # 409329
Dear Hilda Cohen:
Thank you for giving Lowe’s an opportunity to respond to your letter. We are extremely proud of our customer service, however; we are eager to hear customer feedback so we can identify opportunities to improve our service and customer satisfaction.
On July 06, 2010, Wallace Fisher, Sales Manager with Lowe’s of North Dallas, Texas, informed our office that an appointment has been set for the inspection of Norris Sough’s carpet. Lowe’s considers this issue pending the inspection report and will update your office within 30 days.
If Lowe’s can be of further assistance, please do not hesitate to call 1-866-284-8989 or email execustservice@lowes.com. You may also contact us by mailing your correspondence to P.O. Box 1111, Mail Code CON8, North Wilkesboro, and North Carolina 28659.
Thank you,
Tracy
Lowe’s Executive Support
07/07/2010 HTC BBB Send Business' Rebuttal Response to Consumer
07/07/2010 BBB MORE INFO RECEIVED FROM THE CONSUMER : A Lowe's representative from the local store, along with an installation supervisor came to my home to inspect the frayed seams and uneven areas where different types of padding were used. They said the next course of action was for them to file a claim with the manufacturer and the manufacturer would probably send someone to inspect the carpet again. That is completely unacceptable.
I purchased this carpeting from Lowe's and received from Lowe's a 10-year warranty covering materials and labor. I did not purchase the carpeting from the manufacturer. I am not the least bit interested in the dealings between Lowe's and it's supplier. There is no need to reinspect the carpet or wait for a claim to be filed with the manufacturer.
Lowe's has seen the carpeting and acknowledged the defects and they need to repair/replace the carpeting without regard to any issues they may have with their supplier the manufacturer.

stoughne 7/7/10 11:39AM