After spending more than $15,000 with Lowe's for replacement windows and when problems arose, how we were absolutely ignored by Lowe's and their management teams, I decided this story must be told to warn others to think really hard about from whom they make major purchases. We decided to upgrade our windows in November 2023. We went with Lowe's as they seem to offer a good product for a reasonable price. Home Depot is who I usually use as we have always had a seamless experience with them, but in this part of California, Home Depot is about 50 miles away so Lowe's it was. Well, that turned out to be mistake number 1. After the initial meeting, the salesperson never sent our quote. We had to call him to get him to send it to us three weeks later. He claims he actually sent the quote the next day but it never made it to our email. That should have given us a clue to not move forward with Lowe's, but we, unfortunately, did. Here is a timeline of our experience. December 1, 2023: Windows ordered January 26, 2024: Windows delivered January 30, 2024: Windows Installed, but unfortunately, the bathroom windows were delivered without obscure glass, as ordered, and were, therefore, not installed as they had to be reordered. After speaking with the installer, he assured me that these windows would be re-ordered and I should have the correct windows in about two weeks and that I did not need to do anything, that Lowe's was already notified. Since these windows were not installed, we refused to sign the installer's paperwork that said "all windows had been installed" and "were working properly". I'm very glad we did not sign because not only are the three bathroom windows yet to be installed (finally ordered on March 12, in fact, over three months after the original order was placed and over 6 weeks after installation of the other windows), some of the windows must be adjusted because some of them are not locking and not properly opening and closing. January 31, 2024: received a call from installation support to talk about the installation experience. I asked about the new windows and they said it would be no problem and the windows would be ordered that day. February 7, 2024: received a call from installation support to tell me that the windows had not been ordered but they would be. Customer service fail. February 14, 2024: received a call from installation support to tell me, again, that the windows had not been ordered and that they were escalating to the management team of the Martel, CA store (who did absolutely nothing about it). I asked for a call back that day to confirm that the order was completed. Needless to say, no call came back to me. Customer service fail. February 19, 2024: I called the Martel store and spoke to an assistant manager. I tell him the story. He promises to call back to confirm the re-order was complete. The call took place at 4:42 p.m. and lasted 19 minutes and 2 seconds. I spoke with the manager for approximately 7 minutes. The rest of the time was spent on hold (Very surprising that Lowe's really wants their customers spending that much time on hold???). I asked for a call back that next day. Call never came. AN ASSISTANT MANAGER DID NOT CALL ME BACK!!! EPIC CUSTOMER SERVICE FAIL NUMBER 1. February 23, 2024: After not receiving a call back and waiting several days, I called the Martel Lowe's again to speak with a manager. I placed the call at 9:16 a.m. and the call lasted 4 minutes and 58 seconds, all this time to only leave a message for the store manager WHO NEVER CALLED ME BACK!!!! A manager did not call me back! This is EPIC CUSTOMER SERVICE FAIL NUMBER 2!!! March 6, 2024: After waiting two weeks, I finally hear from someone named Pete who has been assigned to take over all of George's (original sales rep) accounts after George resigned from Lowe's. He states he will get windows re-ordered, but did not place the order for the windows for another week,Tuesday, March 12, 2024. I was questioning whether Lowe's values me as a customer and did not have high hopes the windows would be delivered, but low and behold, they arrived on April 15 and were finally installed on April 17, 2024. So note this timeline, it took more than four months to get my order complete and Lowe's was paid on 12/1. At this point, I have a screen door, that was part of the replacement window order, that the frame is bent and I can't get the screen to latch. I contacted Pete, the replacement salesman, and he told me he would have to talk with management and the installer before he could say anything so this saga isn't over yet. This is beyond absurd and Lowe's should be ashamed of themselves. The responsible directors need to look at their workflows and find out why all this has happened. Although I requestetd an explanation of why I am experiencing this HUGE delay, they could offer nothing other than "oops". These windows were paid for back on 12/1/2023 when they were ordered. Almost 5 months later, my order is only now complete. Had I gone to Home Depot, I don't believe I would have had this experience. I rarely complain about service because, honestly, it just isn't worth it most of the time and usually honest mistakes, but this reflects so poorly on Lowe's I feel I had to give this warning. Shame on Lowe's!!! By these lack of actions relatetd to my case, Lowe's is telling me they do not value me as a customer and I am extremely disappointed. It isn't like I walked in to buy a 2x4. This was an over $15,000 purchase. Lowe's should know better.