Lowes Installed Entry Door Unit - Lowe's Home Improvement Warehouse - W Colonial Dr, Orlando, FL

Lowes Installed Entry Door Unit - Lowe's Home Improvement Warehouse - W Colonial Dr, Orlando, FL

Lowes Installed Entry Door Unit

What a nightmare. We origianally went to Lowe's in November 2004 to order an entry door unit. We paid for a Lowe's contractor to come to the house for measurements. He did so on Nov 27 and said he'd fax it to Lowe's that day. We received no call from Lowe's, so on December 2nd we went there to check on the measurements and order the unit. We were helped by Steve who could not find the measurement sheet. He had to ask another employee for help. After finding the sheet, we then picked out a unit with two sidelights.

We were informed our unit needed to be custom made due to the measurements and we could only order a unit with one 14" sidelight. We said OK and placed and paid for the unit and installation (just over $1400.00). On December 4th Lowe's called and said the door would be in on December 12. After not receiving a call, we went to Lowe's to check on the status. My wife had taken a few weeks off so she would be home for the installation. We were told it would now be December 16th for arrival of the unit. After again not receiving a phone call we AGAIN went to Lowe's on December 17. We were told it still wasn't in.

On December 18 Lowe's called (really) and told us the manufacturer was having trouble getting the correct glass and it might be another week. On December 30 (almost 2 weeks) we got word from Lowe's that the door was in and the installer would call us. On January 2 after not receiving a call from installer we went to Lowe's to check on the door and date of installation. We were told the door had been sent back to the manufacture because the sidelight was on the wrong side. It would be handled as a rush job and would be in the store in 5 days. On January 11 we had not been called once again and again went to Lowe's to check. We were told January 17 (rush job, huh?).

We then spoke to a "manager"(Lowe's has more of these in the store than banks have VP's) Walker who said that he would personally follow up and call us. Of course, no call. On January 14 we got a call saying door was in and installer would call by Jan 18. On Jan 20 we went to store to complain that installer hadn't called. Some guy named Wally took the blame and said he forgot to call him. On Jan 21 Installer called and set up date for Feb 5. On Feb 4 Dale from Lowe's called and said door was damaged and had to be sent back. Door came in following week and we set up install date of Feb 18. Installer then called back and said he could do it on the 12th. He came that day and said that door wouldn't fit due to incorrect measurements (which Lowe's took). He left without installing the door. Later that day we heard from Dale that door we ordered didn't come with a 14" sidelight (which Lowe's ordered), but the door would fit with larger molding. He told us he was going to try to get us full compensation for the price of the door but we'd get at least 1/2. On Feb 15 door was finally installed. Dale told us he'd know something about compensation by Feb 18. Of course we received no call, so we called Dale.

He now said it would be the 21st before he'd know something. On Feb 24 after receiving no calls, we again went to store and talked to "Rob" another manager. He said he would follow up and call us. He never did. On Feb 25 we get a call from Lowes' Customer Service wanting us to answer questions about our Lowe's experience. After we related the above she recorded it and said "senior management" would call within 24 hours. On Feb 26 Walker from the store, who we had already talked to, called us. Evidently they couldn't get another "senior manager". He said he'd get with Dale on Monday, the 28th. In the mean time, I attempted to reinstall our screen door. Due to misalignment of the frame it would not fit. I took out my level and straight edge and found the middle of the frame above the door was about 1 inch lower than the sides, preventing installation of the screen door. Dale came to the house on March 3rd and inspected the frame. He actually asked me if the concrete form above the frame was level.

Unbelievable. After getting my level out and showing him he finally agreed the frame was out of kilter. He then informed us that the manufacturer would not refund any money but Lowe's would give us $250.00 for our trouble. I then almost lost it and said I didn't order a door from the manufacturer, but Lowe's. If the manufacturer wouldn't give them anything, I explained, it wasn't my problem. Lowe's should come to the plate and give us at least the 50% that was offered earlier. He said his hands were tied. I have had Lowe's install flooring, and go to the store at least two times a week for building supplies.

He seemed not to care. This was absolutely the worst customer service I have ever seen. Lowe's seems not to care about customers and once they get your money, they absolutely will not follow up or stand behind their products/work. You can bet your bottom dollar I'm through shopping there. Too bad too, it's on my way home from work and only 2 minutes from my house. Of course, Lowe's doesn't care.

Frank Click this link to e-mail the above consumer: Email User Consumer

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We had a similar story with our refrigerator...I won't go into all the details but what was supposed to be delivered in one week (well before Thanksgiving and Christmas as we were entertaining many guests) ended up coming in mid January after incorrect sizes were returned 3 times and the correct product which actually finally got to us was badly damaged. The damage was only realized after the delivery men took our door off the hinges and brought it all the say into our kitchen and unwrapped it. Sadly, they had already taken away our old refrigerator for "free" and we were left for days with no refrigerator. As far as any compensation, if you count the dented door, torn linoleum under fridge and mud all over the house, well...

Now that we have the correct fridge installed, we have noticed that the double doors do not meet evenly--they hang crooked, but there is no way we are having Lowes come back--we figured we better cut our losses...Like the above former customer, never again will we shop at Lowes...

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If the frame was 'out of kilter' how did it open and close properly?