If you are thinking of using Lowe’s Installation Services – Read This First Based on my experience, Lowe’s Installation Services is utterly incompetent and don’t care about customers. It all started with my getting quotes for the replacement of a pre-hung exterior door at my home. I got 3 quotes, Lowe’s was slightly lower cost than the other two quotes and I thought using a national chain store might have better customer service and support than the other quotes I received. Boy was I wrong. Lowe’s came out to my home, took measurements and wrote up the quote. I told the guy from Lowe’s that the door needed to look and be installed just like the door being replaced. He said that would be no problem. Lowe’s doesn’t do any of the actual installation work themselves – they farm it all out to third parties. Two weeks after I accepted the Lowe’s quote, the installation company came to my home and measured the door again and then the door was ordered. Three weeks later, I got an email saying the door was going to be delayed – so ok, another week delay was something I was getting used to in dealing with Lowe’s. A couple of weeks later I got a couple of different emails saying that the door was going to be delivered and giving me dates and time windows that I had to be home for delivery – but the door was never delivered. Then the installation company called me again wanting to come out and measure again… I thought that was odd given that they had already been out to my home, measured the door and the replacement door was scheduled to be delivered. When the guy from the installation company came out to measure the second time, he was muttering something about the door was the wrong size… he didn’t elaborate and seemed to leave my home in a hurry. So now I’m getting really concerned. I started calling Lowe’s Installation Services. They were polite but knew nothing about the job status, about the installation company or anything else. Their answer was always “I will contact the store”. I asked to speak with a supervisor and was told “we don’t have supervisors”. When I asked who else I could speak with, the Lowe’s Installation Services rep said I could contact Lowe’s Customer Care. So, I did and that turned out to be just as much of a waste of time as talking to Lowe’s Installation Services. Lowe’s Customer Care knew nothing about the job, the installation company or much of anything else. At this point, I’m really concerned. I’ve already paid for this work in full – as Lowe’s required. I don’t have the replacement door, it hasn’t been installed, I’m getting the royal run around and I’m out $3,600. I decided to go to the local store to talk to the store manager. I was told that the manager was not in but I did speak with an assistant store manager named Timothy. He was apologetic and uncharacteristically honest and forthright (compared to everyone else I had dealt with). He told me he had learned the door was measured wrong and that it was too small for the door opening in my home. When I asked him what the plan was to fix this situation, he paused and it was obvious that Lowe’s didn’t have a plan. We discussed cancelling the order and he acknowledged that was within my rights. In hindsight, I wish I had done that as things were only going to get worse from here out. But I told Timothy I would give him 24 hours to come up with a plan and review it with me. Timothy called back the next day – apologized again and outlined a plan to “try again”; i.e. have the installation company measure again and complete the work. Reluctantly and, in hind sight stupidly, I agreed. A full week later, the installation company came out to remeasure. I “assumed” that the door had been reordered at that point. But another full week later, I received an email from the original Lowe’s rep who came to my home. It was a “CYA” email basically saying that the replacement door jamb width was not going to be the same as my existing door and they would have to “modify” the installation and he was asking for my “approval” of these modifications. I responded to his email that unless he could be much more specific on what these “modifications” were going to be and what they would look like then to just cancel the order and immediately refund my money. I waited two full weeks and never received a response from Lowe’s. I was done with trying to reason with Lowe’s. I “assumed” that they cancelled the order and issued the refund but my online credit card account didn’t show a credit. So, I went back to Lowe’s one last time. I asked 6 times to talk to the store manager while 4 different assistant store managers tried to answer my questions. The store manager Evan Hunko finally showed his face for all of 20 seconds – apologized for my experience but it was clear he couldn’t care less about me or the horrible experience I had been through thanks to Lowe’s utter incompetence. I waited in that store for an hour and 45 minutes for them to cancel the order and issue me a credit. An hour and 45 minutes. Ten weeks of utter frustration and as of this writing I’m still fighting with Lowe’s credit card company to refund me. That credit card has been cancelled and I’ll never step foot in a Lowe’s store again.