Lowe's Home Improvement at 11920 Inwood Road, Dallas

Reviews

• Keane Byrom

  Aug 10, 2018
  ★ ☆ ☆ ☆ ☆
  I went to this store to purchase a new refrigerator and found the one that I liked. The sales rep was courteous and patient with me upon making my decision. He asked me a few questions about whether or not I owned my home. I then went to the front to check out and found out that I could apply for a Lowe's credit card and since the fridge cost $3000, it qualified under the project financing. So, I applied for a Lowe's credit card so that I could get the special project financing and get 5% off of my purchase. I arranged for an appointment for the refrigerator to be delivered to my home. I took off of work because a 3 hour window was required for delivery. When I received the call that it would be delivered, I cleaned out my old refrigerator as seen from the attached pictures. I had groceries all over awaiting to move them into my new refrigerator. The delivery guys arrived and unwrapped and brought the new refrigerator into the house. They pulled out my old refrigerator and told me that my old refrigerator had a copper line. That they could unhook it from the old refrigerator but were not allowed to because of policy to connect the copper back to the new water line of the new refrigerator. That I would need to call a plumber out to do that. I explained to the delivery guys that I didn't want to call a plumber because I just spent $3000 on a refrigerator from Lowe's that I thought would be installed completely, not partially. I also didn't understand the logic behind their explanation of not being able to do it because of the liability, that copper could break. I argued that couldn't it break while they are disconnecting the water line from the old refrigerator or when they pull it our from the wall? Why would they be allowed to do this and not completely install a $3000 refrigerator I just took off work to have installed? I asked who I needed to call. I was explained again about the liability and I kept asking who I needed to call to discuss the matter with. The delivery guy said I can call my manager but I already know what he is going to say. He did call and his manager said he was not allowed to hook up the water line. I talked to customer service on the phone who was very apologetic and said she was so sorry this was happening and she would transfer me to a manager. A manager I'm assuming of the store, name Maria, I believe, came on and said she was sorry but they weren't going to be able to install it completely. It was their policy. I explained to her that I had just taken off of work and emptied my entire groceries from my old refrigerator, not to mention the time I spent in the store and applying for a credit card for the special project financing. Her response was there was nothing she could do but better educate her sales team on the floor at the store. She said she would refund me for the refrigerator, but could not compensate me for anything else. I told her to please cancel my credit care as well because I wouldn't be buying another thing from Lowe's. She said I won't be able to do that. She told me I would need to call another number to take care of that. You get the picture. CUSTOMER SERVICE AT IT'S MOST PITIFUL STATE. I had just taken a photo of the special project financing and texted it to a fried of mine that was planning to buy a washer and dryer and get new floors throughout his house with his income tax return. I immediately called him and told him this story and to NOT use Lowe's.

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