Source
r/HomeImprovement•
Geographer

Lowes screwed me out of $23 on an $1800 purchase and won't make it right

Hopefully it's ok to post this here. I don't do a lot of social media, so I don't really have anywhere else to vent.

On November 1st, I purchased a front door and storm door at Lowes with installation. They guessed it would be after January before the installation would happen, but couldn't guarantee anything because it would be in the hands of the subcontractor installing the work. No big deal, I wasn't in a rush, that's fine. I did have to hound Lowes come January to get hold of the subcontractor to give me an estimate on the installation date though. It finally was scheduled for January 23rd. However, For reasons that were the fault of Lowes and the subcontractor, our installation date was pushed back 4 different times. Again, no huge deal, it was an inconvenience and frustrating, but shit happens.

On February 21st, the installer picked up the merchandise from Lowes and installed everything at my house. I'm very happy with the front door, but do have some minor issues with the storm door. Otherwise I'm a happy camper.

Now for the important part. The installer used some trim boards (casing?) that we had on hand as they matched better than the 3 trim boards that were added to the purchase back in November. He (the installer) said we could take the unused pieces back to Lowes. Cool, we save $23 on a $1800ish purchase.

I brought the trim pieces back to Lowes the following day (Feb 22nd). The sales associate said they could not take them back as it had been more than 90 days since the original purchase. I was pretty unhappy about that but there wasn't a manager in the store that day (on a busy Saturday afternoon?) but they should be able to help me out. I was pretty annoyed so I left the trim pieces there as I didn't want to tote them all over the place and left in a huff.

I returned on my lunch break yesterday (Feb 25th) to talk to a manager. I was pretty sure they were going to apologize and make things right, but no, they doubled down and said that's the new corporate policy. I asked to speak with the district manager, but they would not give me his contact details. They did give me their customer service line and I "logged a complaint". Woo

In the end I spent $1800+, was patient with multiple delays, tried to return merchandise the day after the installation and was told I could not have my $23 back. At this point, I really don't care about the money. The issue is I feel like they screwed up and I'm paying for it. I have spent a lot of money there ever since I bought my house and I feel like a sucker now. I'm never shopping there again.

TLDR: Lowes took too long to get my door installation done and won't accept unused merchandise because of a 90 day policy.

Posted Feb 26, 2020, 9:50 PM UTC

135
Gbcue•

Should have returned it with no receipt for store credit.

22
GeographerOP•

I don't know if they changed policy on that too, but I did also ask to return them for store credit and they said nope. I didn't try returning them to a different store, but in the end, it's not about the money, it's more about them not making good on the whole thing.

5
chriskzoo•

You’re spending far more than $23 in effort posting and thinking about this. I get the principle, but move on.

13
GeographerOP•

You are correct.

1
False-Flight•

This is a bit dumb of Lowes but if they quoted you $1800 for a door installed and you got it I don't think you have a ton of leverage. It's not like they are trying to charge you extra or something. IMO don't waste time on it.

8
GeographerOP•

I have the receipt with the trim pieces as a separate item from the door. It isn't worth the time, but I also don't like the feeling of being screwed.

4
False-Flight•

I don't see how you are screwed... you paid for something and got it.

2†
GeographerOP•

It's not something that I needed. It's extra merchandise that they added onto the sale when I purchased the door. They even said that I could return it if I didn't end up needing it.

1
Lexotron•

You're really making a big deal over nothing. Sure, you're right, but it's not worth your time to worry about it.

Donate it to Habitat for Humanity and consider it a good deed for the week.

8
ttume54•

Find the district manager on Linkedin. I just found the district manger of the stores in my area really quick.

3
upstateduck•

Lowes has decided to make returning items more difficult in an attempt to boost profits.

I was always a HD customer until the CEO decided he was a Trump supporter and had hoped to do my voting with my checkbook [the only one that seems to matter with strict capitalism] by changing to Lowes [they are both FAR more convenient than the regional stores]

I am regretting my choice...

3†
davedelux•

I believe it was a Home Depot co founder who is no longer affiliated with the company that was a Trump supporter.

https://www.npr.org/2019/07/10/740173176/home-depot-responds-to-calls-for-boycott-over-co-founders-support-for-trump

4
upstateduck•

good link, I think it was the boycott idea that led me to think it was the CEO. Probably the exfounders largest stock holding in any case.

But Lowes return policy still has me rethinking my choice. The cashier manager told me they have been getting a lot of pushback on their return policy

-1
davedelux•

I'm with you 100%. I find the individual stores vary greatly, but I prefer my local HD

0
Gbcue•

Lowes has decided to make returning items more difficult in an attempt to boost profits.

What have they done recently that changed?

2
upstateduck•

I am not privy to their policy changes? I have just had trouble returning items, even with a receipt and a discussion with the cashier manager indicate I am not the only one complaining

-1
thedeuce545•

lol, you shop at stores based on who a ceo votes for? I can't imagine caring.

-13
Bovronius•

Generally a CEO's political stance counts for much more than a single vote, as lobbying money and political donations get pumped into advertisements/marketing which make a very real difference in votes.

So voting with your wallet is almost equally important to voting on a ballot.

As far as you not being able to imagine that, well, r/selfimprovement might be able to help with installing an imagination.

3†
thedeuce545•

i suppose. just seems crazy to me. you happen to know one guys opinion, but a lot of the places you spend money might have all sorts of crazy things they believe. I vote with my dollar when it comes to products and service, but getting involved in thought police stuff just isn't for me.... but you do you.

-4
Bovronius•

Chosing where you spend your own money is not thought policing in the slightest. I don't owe anyone my business.

0
nemoppomen•

Life must be pretty rough if you need to waste time trying to get $23. We get it but seriously don’t waste your time or our time with this.

3
RxDocMaria•

I’m really big about principles as well but I am most interested in cost/benefit ratio. $23 is about 20 minutes of my wages, will I be investing more than 20 minutes to get the result I want? If I am traveling to/from the place of business, how much gas am I using? Driving time? It needs to be factored into total time invested in order for me to come out ahead.

For $23, there really is a minimal investment on your part before you are losing money and time (and time IS money) trying to be vindicated over principles. Time spent writing bad reviews on websites and emailing district managers who will do nothing about your complaint is time you could have spent with family or enjoying a walk outdoors or any number of things that will improve your life satisfaction more than ruminating over how Lowe’s fucked you out of $23 and just how petty you are willing to get to feel vindicated.

I’d cut my losses so as to not lose any more over this particular situation and move on with my life.

3
ElderScrolls•

You were okay with multiple delays, issues with the storm door, but the $23 trim pushes you over the edge?

You already made at least TWO trips to the store on this as well.

“Holding onto anger is like drinking poison and expecting the other person to die.”

Lowes, the giant corporation, doesn't give a shit about this, but it's obviously consuming your thoughts. I would back up everyone else here and say sometimes you just move on.

3
financial_hippie•

As much as I prefer justice, this may just be one of those hourly rate things... How many hours are you going to sink into making this right? Sounds like maybe 2 at this point, is your time worth more than $11.5/hr?

2
nononoey•

There is something called an ‘executive complaint’ you get to that level of you keep hounding the customer service line. Lowe’s has a store manger and 3 assistant managers (all with pretty extensive customer service capabilities) and then 5-10 service managers under them, and they really stick to policy. You need the assistant manager or store manager. There is no reason they can’t resolve this for you.

2
knoxvilleNellie•

Take your trim to Habitat and donate it. You can likely get your money back in tax deduction. $23 is not really a "Hill to die on" scenario in my opinion. Your mileage apparently differs.

2
[deleted]•

[deleted]

3
knoxvilleNellie•

My point was to give it away and get something back. I wasn't trying to micromanage tax advice. My point was more to quit bitching about $23 on a $1800 purchase and get over it.

0
[deleted]•

[deleted]

2
knoxvilleNellie•

I just didn't phrase it correctly. I do know that you do not get a donation amount back directly. My post was really about donating it to get the deduction. We have spent more time commenting on this thread, than I would bitching about $23.

0
decaturbob•

$23 is how much of $1800? 1%? I am not clear on whether or not the trim was a "stocked" trim or special to the door??

2
twoslow•

social media is great for that kind of stuff. put them on blast on twitter.

-1†
Junoblanche•

I second this. It will get results quick. Or email corporate addressed to the ceo. I am all about business ethics and when youre poor, $23 is a lot of money to be screwed out of. Bunch of spoiled brat kids here who dont pay their own bills.

-1