BRYAN G.

On October 28th I placed an online order with Lowe's Home Improvement for a "Glossy White Acrylic Oval Center Drain Freestanding Soaking Bathtub" BT0088 29.5-in. X 68.9-in L. I specifically chose this tub because of the date that it would arrive to my house. We had a severe water leak in our master bathroom that required us to do a full bathroom redesign/remodel. The bathtub was supposed to be delivered at my address between November 2nd- November 4th, 2021. When the bathtub did not show up I called the number in the email that Lowe's provided to inquire about shipping and dates (this was on November 5th). When they answered the phone I spoke to a woman who quickly dismissed me and said that they don't handle the shipping and I would have to call a company called "NSD" who is handling the shipping. She gave me a phone number and left me to call. When I spoke to NSD they advised me that they could not provide me better information. I was left not having any better information than I had before the phone call. Again on November 12th, I called Lowe's to let them know that I did not have running water in my house and it was imperative that I get better information on the delivery status. The lady Breanna (ID-*******) was giving me the same information so I asked for a supervisor. She put me on hold for nearly 20 minutes only to get back on the phone with me to explain the manager wouldn't be able to do anything more than she could. Again I asked to speak with the supervisor. Another long hold and then Breanna got back on the phone offering me $100 for the inconvenience. Again I asked for the supervisor. This went on several more times until I reluctantly decided to switch to a different tub that she could get me quicker. She made me pay again for the new tub and explained I would get a refund for the first tub. Fast forward 10 more days. They never refunded me for the first tub or even cancelled the order. When I called today I found out that I may be able to get a refund for the first order sometime in the next 3 weeks, or maybe not. Also, if the first tub shows up at my house it will be my responsibility to ship it back to them.

I have spent a combined 25-30 hours on the phone with them and it's the same experience each and every time I call. Nobody knows what happened on the last call and more incompetency is exposed. A company this size should not have these issues, but it appears now and researching them online that screwing paying customers is about the only thing they do well.