Water Heater Return

The return policy at Lowe’s for a brand new water heater is horrendous. Purchased a new electric A.O. Smith water heater two days ago, and while unboxing noticed there were scratches and it appeared used. This was to be installed at a rental house and plumber was there waiting to install when we arrived with new unit so we told him to go ahead & install. The water heater produced no hot water, even hours later. Lowe’s told us a return was not possible, or even buying an identical replacement unit, unless AO Smith authorized a return. It was within 48 hrs of purchase. AO Smith customer service would not authorize a return, saying we must find either an “approved” plumber during the Fourth of July holiday weekend or wait until next week when a plumber might be available. Meanwhile, our tenants will be without hot water until then. There is no guarantee a suggested replacement part will work either. The customer service at both Lowe’s and AO Smith is appalling.