We purchased carpetting from Lowes in Federal Way and paid to have it installed. Before sending our their expert installers to measure our house, they estimated the cost would be about $4100. After paying $40, we awaited the estimator from Heritage installers. He was confused when he arrived as he was told he would be measuring for hardwood floors not carpets... Should have seen that red flag! A few days later Lowes called to let us know the measurements were in and we could order the carpet if we wanted to. I arrived at the store to order my carpet and to my surprise was told it would only be about $1500. We had 1300 sq feet and asked for the top of the line waterproof padding as well. It was premium textured Stainmaster carpet. "Are you sure?" I asked. "Absolutely!" I was told. "Can you double check please?" "No really, double check! Better yet, have a manager double check!" I was assured by them all that it was correct. "I don't want any surprises on installation." I said..."like not enough carpet or another bill for the balance!" Nope, I was assured it was all correct. There were no mistakes. Everything was on sale I was told... Not to worry. Still, another red flag! In ten days, my carpet was to have arrived at the installer and I should have received a call... 17 days went by... No call. I talked to Lowes... Where's my carpet? It just arrived THAT day at the installers I was told and they would call me right away... Another 3 days went by... No call. Again I called Lowes. I was told they just talked to him and he would call me right away... 24 hours and still no call. I'm pretty worried by that time. Finally a call from Travis at Heritage. Guess what... There's a problem. They can't get the order paperwork from Lowes but they're working on it. Another week of trading phone messages or not being able to get through on the installers phone line... A little more than upset! Lowes assures me that all is well. Finally, a week ago, I receive a call to schedule the installation of the carpet... Hallelujah! But wait... They only have a fraction of the carpet... Lowes only ordered 300 square feet I am told. WHAT!!! An angry call to Lowes and I am assured it is just a mix up and that all the carpet was ordered and is at the installers. "Really... Are you sure?" "Oh yes, it's all fine." Travis called back and guaranteed that he had personally verified they have all the carpet. Great... See you in a week. Well, guess what... Yesterday morning was the big day... 9 am... No carpet... 9:15... The phone rings... Guess who? Travis. "We don't have the carpet after all... We only have enough to cover 3 stair steps." He admits to "fibbing" about checking on the carpet last week. Another rather angry call to Lowes. "We can fix it." I am told... But there is a problem. REALLY? The carpet is now on backorder and won't even be in stock until the second week of October in Georgia!!! Once they ship it out to Washington state, it will not be installed until late October... Early November. FULL REFUND PLEASE! They quickly and pleasantly agreed.
Now, we all know the reason why Lowes jerked us around for 5 weeks. They made a HUGE mistake on the cost of the carpetting... Should have been closer to $4-5,000 obviously... And didn't want to admit it. AND they didn't want to have to provide the carpetting at such a loss so they kept stalling us until we finally just pulled the plug... Guess what they are off the hook and really don't seem to care that they royally pissed off a customer. "These things happen." I was told.
Now we had to cancel our move in to our new house and will have to pay nearly $7000 for comparable carpet at a non-Big Box retailer.
Don't do business with LOWES. They are incompetent, dishonest and couldn't care less. It's the second major purchase they messed up on with us. Should have listened to my father... Fool me once, shame on you... Fool me twice, shame on me!
Fluffed & rebuffed!
Maple Valley, Washington
U.S.A.
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