My husband and I recently placed a large kitchen remodeling order with Lowe’s, purchasing over 15 cabinetry units, an oven hood, and other appliances. Because of the size of the order, we received a bundle discount. However, when the cabinets were delivered, more than half arrived in terrible condition—some with holes, others completely broken beyond repair.We immediately contacted Lowe’s, and while we were told a manager would call us back on multiple occasions, no one ever did. Frustrated, my husband returned the damaged cabinets to the store himself, only to learn that Lowe’s does not exchange cabinets. Instead, they require a return and repurchase, meaning we lost the bundle discount we were originally given.This is not just an issue of poor service—it feels like a serious business practice problem. It seems to me, under this policy, Lowe’s can offer large discounts for bundled orders, ship damaged products, and then refuse to honor the discount when replacements are needed. This effectively allows them to advertise lower prices without ever having to truly fulfill them, making it impossible for customers to get what they originally paid for at the promised price.To make matters worse, when my husband arrived at the store, no employees offered to help unload the damaged cabinets from his truck or assist him in picking out and loading replacements. For a company that prides itself on home improvement, the lack of customer service and support was incredibly disappointing.Our experience has been frustrating and costly. If you’re considering a large purchase from Lowe’s, be aware of their policies and be prepared for a lack of service if anything goes wrong.
