Complaint Review: Lowes Home Improvement - San Angelo Texas

I had a water leak at my home the day after Christmas which caused major flooding. I had to remove my house contents, including all the carpet and pad. I went to Lowes to purchase carpet, including installation.

I purchased carpet they had instore so that I could have it installed quicker. They promised to lay it Thursday, January 2nd. When they came out to lay the carpet, they had to leave because they said the carpet was defective and would have to order another bolt from the company. They would be back the following Thursday. They left the carpet bolts and padding and tools and supplies in my house and doors off the hinges. Everything was stacked in the kitchen and outside to get out of their way. We "camped out" around all the mess for the next week eagerly waiting their return on Thursday.

The following Thursday came and they arrived with carpet, only to call me later during the day and say that it was also defective carpet. Steve Barefoot, the sales person, apologized for this happening twice in a row, but said that they would give me an upgrade on the carpet and pay the installers for being out there twice already to compensate for the problems. He said we weren't taking the chance of bad carpet again, so he would use another company. He brought several samples of higher grade carpet for me to choose from and said he was going to put a big rush on it and it would be in on the truck on Tuesday and they be right out to get this job done. I went ahead and ordered lineoleum to do my bathrooms. He said that would be in the same time. He said he would have the installers standing by to do my job as soon as it came in.

Once again they left my home in utter disaray with all the carpets, padding rolls, tools, supplies and we were left to "camp out" around the mess. My husband and I and the children were quite on edge with out home being in such a mess for such a long period of time.

Tuesday rolled around so I went in to the store to talk to Steve Barefoot. He said the carpet hadn't arrived yet, but he was going to get on the phone, call the company and he would call me that afternoon. HE NEVER CALLED ME. I went by on Wednesday morning to see what was going on. Philip, a flooring employee, said Steve had left town for a training seminar for three days! I told Philip to call the company - he did - they told him that the carpet hadn't even be ready to go on the truck. I went to the assistant store manager on duty that morning (he was the only one available at that time, but he assured me that he could handle the complaint). He said he would check into it and call me that afternoon and let me know what was happinging. HE NEVER CALLED ME.

I went back in to the store on Thursday morning before I went to work to talk to the flooring manager, Robert Wright. Philip was there and said Robert wasn't due in until noon. I told him to have Robert call me as soon as he got in. HE NEVER CALLED ME. Philip called me that afternoon and said that if I needed help to move my belongings in from the weather, he could help. I told him we already had it secured with tarps.

I went back in to the store on Friday before I went to work to see why Robert Wright never called. He wasn't in. I left word again. He did call that afternoon and said that the carpet was scheduled to come in on the next Tuesday. Because they had trouble with the carpet before, they wanted to test it before they sent it out again. I said that Steve Barefoot had promised that we would use another company and get an upgraded carpet because of all the trouble we had. He didn't know what I was talking about, but he said that as soon as it got here, he would have the installers stop what they were doing and get right to it.

I went to the store to see if Steve Barefoot had come back from training. They said he had some vacation so he wasn't coming back for another couple of days.

Tuesday - carpet didn't come. Maybe on Thursday's truck.

Thursday morning - I went to the store. My lineoleum had arrived before and the carpet was being received. What!? The lineoleum had been there, but yet the installers weren't putting it in as promised? No, Robert Wright had sent to Junction on another job!

I went to the customer service desk to get the address and phone number to the corporate headquarters, but the manager on duty would not give it to me. He said it would just come back to him and he would have to handle any complaint I had. He said he was new - just on the job a few days, but assured me that he would take care of my problem. I told him my story and he said he would call me. He did - said the installers would be out first thing in the morning.

Installers came out - January 23, 2003 - called back - carpet not matching when seamed in living room. Steve Barefoot had come back. He met me and the installers at my house. Looked at the carpet - said lay it and let's see what it looks like. The installers (had installed for 35 years) said it was the exact same carpet as twice before - NO UPGRADE! I asked Steve about the upgrade and the installers being compensated for the three times they had been out to install the carpet. He assured me it was a much better carpet and that the installers would be able to bill for the three jobs.

Installers laid the old and new carpet together and it was the exact same carpet. They told Steve Barefoot he hadn't ordered enough carpet to do the closets. When I left the room, he told them to just use the old, defective carpet for the closets. The installer said it wouldn't match and it was separating. Steve said it didn't matter - it was just closets!

They put in the dark green linoleum in the bathrooms. They used white caulking - very messy - looks terrible - shows all around the edges - bright, white messy caulking against the dark green linoleum. Broke porcelain pedastal in bathroom

It is February 2, 2003. Closets still not done. I was treated poorly - suffered anguish - lied to - had promises broken - by Lowes Home Improvement in San Angelo, Texas. I deserve compensation.

Sammee

San Angelo, Texas
U.S.A.

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