My complaint:
On March 10th 2022 we purchased a Samsung refrigerator from Lowes store 0480 on University Pkwy Winston Salem NC to be delivered on March 20th. The store told us the delivery people would hookup to our existing water line from our old refrigerator for the ice maker. When they came to deliver they said they do not hook up. they only deliver. We called the store that day while they were here telling them that the tag inside the refrigerator even says delivery will hook up to our existing line. They left without this working. The following day, Monday I called Lowes Corp and spoke with them about this. They gave me a work order and said they would escalate this matter to the higher ups. We did not hear anything so I called them back and they said Natanial the store manager would call us. He did not. Three days later we received a voice mail from James the operations manager saying he would be at the store that night until closing to please call him back. I tried over 5 times and was put into the loop as the employees call it and my call was dropped each time. I called the next day leaving my phone and name with the girl that answered the phone at the store for James or Natanial to call me back. Neither one called. I called the store again and they said we would have to get a plumber to hook up the ice maker. Giving up completely on Lowes after spending over $3,100.00 on a refrigerator, we did call a plumber who came and hooked right up to our existing line and charged us $149.00 for 5 minutes of work for something that Lowes should have done for free. I am beyond furious as this is really BAD customer service. Me and my wife are on limited income with major health problems and shouldn’t have to go through this when purchasing from a major store. I guess Lowes thinks they are TOO BIG to fail. I will never again purchase anything from them.
Suggested solution:
They should have hooked up the water line to the new refrigerator, therefore I feel they should reimburse us for the $149.00 we had to pay for a plumber to come hook up that only took 5 minutes and they did not use any other line, only the existing line.
