Lowe's Home Improvement

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I had a terrible experience with Lowe's when buying an exterior front door. While just browsing at the doors one Sunday, I was given great customer assistance with the employee in the millwork dept. He took my phone number and called me 3 or 4 times to see if I had decided to purchase a door. Finally I made the decision after having been assured that if I have the door installed by Lowe's (at a considerable price), I could be assured that if there were any problems whatsoever I was covered by their guarantee and there would be no additional cost at all. After their installer came to measure, I was told that there would be an additional $100 charge because I had a storm door on that would need to be removed. Now the total installation was going to be close to $500, almost as much as the cost of the door! Nevertheless I ordered the door. Within a day I got a nice call from the install department telling me they were happy to have my business. In about 4 weeks the door arrived and the installation was scheduled. I couldn't wait! As the carpenter was installing the door, I ran to the post office (gone about 20 minutes). When I returned he had the door hung, but It wasn't the one in the brochure! It had the correct glass in it, but the picture in the catalog showed 2 raised panels below the glass - this one had none! It looked awful - like something that belonged on a trailer! Plus, I paid almost an extra $200 to have it factory painted white. The color difference between the door and my white door trim was dramatic! The door looked gray! I was going to have to re-paint it! Also the installer neglected to order the correct door frame, so in order to get it match my trim and look right, I was going to have to buy additional wood and have him come back and re-trim it.(something I was assured I wouldn't have to do). Before he left I listed all the things I had issue with on his evaluation sheet. I thought for sure the install team would get right back to me the next day to make things right, as they had previously been so good with contacting me. Nope - wrong - I had to call them. In their defense, they told me to come in to reorder the door, which I did. They also said they would pay for the material needed to re-trim the door. When I complained about the color and said I would like a door that wasn't factory

Painted, they assured me they would refund the additional cost for a painted door.( When I checked my bank statement weeks later, they never refunded that cost.) After about 5 weeks of waiting, I finally contacted them to inquire about the door. I was told it had been in for a while and they couldn't understand why I hadn't been notified.(?!?) Finally the door comes - unbelievable! The casing is brown (for a white door?), there was dried glue oozing out from all around the glass with bits of Styrofoam stuck to it, a rough finish in spots, and fingerprints on the door that couldn't be cleaned off. I still had it installed as I was hoping they would have someone come out and fix it. Again, all this was noted on the evaluation form. Again, no contact from Lowe's. I had to call them. By this point when I call I ask to talk to the store manager, Michael Richards. Twice I was told he was in a meeting, couldn't take my call, but would call me back (which he never did). The install dept. Manager finally got in touch with me. I ended up getting most of the cost of the door comped (I still ended up paying about $100 for a door that is clearly a factory reject), but I still paid almost $500 to get the door installed. And because the finish is so poor, I will have to get it professionally painted so that it can get sanded and the glue removed. I would NEVER purchase another big ticket item from Lowe's again! Poor customer service - unless they are trying to get your business!