I am writing to complain about Lowe's in Winter Haven, FL 33880. We contracted with a local contractor to replace all of our windows. The contractor ordered them from Lowe's. Lowe's was responsible for measuring and mis-measured.... not once, not twice, but three times. We have been waiting almost 2 years.
The windows were prepaid in March of 2021 and still are not installed. It has been 21 months without installation. The third attempt at mfg the windows resulted in two windows mismeasured yet again. We will end up waiting until next year to see those windows as contractor just informed us that the third delivery was also measured incorrectly.
The larger issue is that Lowe's is indifferent. Attempts at escalating this to corporate office were prevented by the store and district manager. While Lowe's staff has admitted to me that the problems were their fault, they refuse to assist in resolving because the contract was signed with their contractor and not with Lowe's. The contractor is a small local company. They placed the window order with Lowe's. Lowe's has messed the order up 3 times and it is taking 2 years to handle a window order that should take 90 days. Despite admitting the fault was Lowe's, they are leaving the contractor out in the cold by failing to honor their work and service quality.
The larger issue is that no one, from store manager to district manager, seems trained in de-escalating customer complaints. Here, where Lowe's has admitted fault, they should acknowledge the mistake and offer assistance in rectifying. Instead, their refusal to work with a customer they wronged forces me to seek legal representation tomorrow. In summary, I would strongly suggest customers stick with Home Depot. Their employees seem better trained in customer service and problem resolution. The Lowe's District Manager, Kurt Heidorn, emailed me stating that because the contract was signed by the contractor, and even though the mistakes were made by Lowe's, they would not assist me in resolving.
Lowe's could wipe their hands of this because the installation contract was signed by a local contractor. So my legal recourse is against a small local installer but it is not the contractor's fault. Lowe's admitted it was their fault and yet refuses to assist in resolving. While Lowe's may be correct in terms of legal redress, they admitted the many mistakes were their fault so they have an ethical duty to make this right. Lowe's willingness to let their contractor out to dry is unconscionable to me.