Complaint Review: Lowe's online Canada - Duncan British Columbia

I purchased a 73 inch vanity from Lowe's webpage for $2604 with taxes.I went to install it and opened the carton that the cabinet came in. We got the cabinet upstairs and slid it into place. I had hired a carpenter to install this vanity but it didn't come in the 5 to 6 days specified instead it came in 2 weeks so he was not free for another couple months. I informed Lowe's about this they were very nice and send me $100 refund.

Now I opened the vanity top In a different carton which had some slight damage on the outside carton. I made note of this damage when the shipment arrived and checked underneath the damage to see if I could see anything and it seemed to be alright. When we open the curtain totally up (we had partially opened when it was received to see if it is damaged underneath the damage to the carton.) we foundThe top was in 2 parts it was cracked in Two across one of the sink-holes had been cut out.

I contacted Lowe's and asked me to send pictures which I did the same day the next day I talked to one of their agents. I told him it couldn't be repaired and would be have to be replaced. He told me it couldn't be returned because he couldn't put the cabinet back in the box way it was shipped. I had cut the box open to slide the 200 pound cabinet out the front side. This destroyed the front of the box. I told him I didn't want to return the cabinet, I like the cabinet.



I just wanted a new top and it was in the separate box it came in the same when it was received If you look at their warrantee on their webpage it says you can return any online purchases to the store for a refund in 90 days. We are about 10 days into when the shipment was received.

This conversation carried back and forth from April 25 to May 6. Every day I phoned them I was put on hold for a minimum of 20 minutes to an hour and 1/4 with customer service. Just about every time I phoned the whole process started all over again I would give them the order number the case number and that didn't seem  to make any difference they would start all over again. This went on it on until I got to talk to a supervisor and she said she would try to straighten it out. I never was allowed to talk to that lady again I think it was because she was embarrassed with whatt Lowe's was going to do to me.They said that because the item is called an "online exclusive item" (which they pretty well all were) that it was not warranteyed)It was only warrantee for 3 days. I thought that statement meant that they had a big warehouse where they stored their online items for shipment.



Apparently it doesn't mean that it means that the orders are shipped directly from the importer or manufacture and you have to deal with them re damage. They are just there collecting money (A lot of money the invoice from the United States was $795 and I had paid $2604 tax in). Lowe's charge your Visa card and credit your Visa card for whatever and you never deal with any financial part of the transaction with the manufacturer or importer. My importer happened to be Atlas international out of Colton California. I contacted them they said I had to deal with Lowe's.

By this time they know I'm a senior of 78 years old and I guess easy prey.Llowes forced to credit to me for $350 Canadian for not replacing the marble top. This was an insult and I told him so I told him it wasn't satisfactory. He paid no attention to what I said and arbitrarily credited my visa with $350 plus tax. After they did this I informed them it was not satisfactory and to replace it with 73 inch countertop they had in their webpage for $1115.00 or I could go into the store and have their store cabinet people make me one.

All of the marble tops that I could find of the one mentioned cost between $1300 and $1600. And I told them this but after I told them this I found the one on their webpage for the amount above.

It still sits with them only Refunding me $350 for the marble top. I am sure Atlas international would've supplied me with one if Lowe's had allowed it.