If you remember, I ordered a door from Lowe’s on June 14. I ordered a right handed door using the instructions on their own website. They delivered a left handed door. I was worried it was my fault, so I did some research, and yes, it’s a right handed door. My sources are this video, and I went and matched it to doors already in stock at Lowe’s.
To be even more clear, when you push the door, whichever way the door swings is the handedness of the door. To further explain things, I even sent Lowe’s vendor a picture of the door this one was replacing.
They assured me it would be correct the second time, so I ordered another door from their website on July 13. It wasn’t, and I again got the wrong door. So this time, I went down to my local store with pictures of everything and I talked to the millworks guy. He agreed with me that it was a right hand swing that I needed. So we ordered it again. While the millworks guy was putting in the order, I was in a texting conversation with the vendor. He apologized and assured me he would personally inspect the order before it left his warehouse.
You guessed it, I again got a left handed door. Look closely at the picture below.
So this time, I called the 800 number for Lowe’s. The one that’s on their website to call if a special order is incorrect. The drone on the call told me a few things:
- He said he was sorry this happened to me, but it isn’t their problem. If I have an issue, I can take it up with the store manager. Even though I pointed out it was ordered through their website the first two times and not the store, they pushed it off on my local store.
- Since it is a “special order” there will be no fixing this and no refunds. They are officially washing their hands of it, and I just have to eat the $400 for the door.
- He then gave me a case number, but refused to escalate it to management or his supervisor.
I know why they make you call. That smarmy little shit was being such a smartass that, had I been standing in front of him, it would have taken some real effort to not kick his ass.
I’m going down to the store and I will attempt to return the door.
I would point out that I bought this door on my Lowe’s card. Lowe’s can’t refuse to refund money that I haven’t paid them yet. The FTC specifically identifies receiving the wrong merchandise as a situation in which a credit-card charge can be disputed. The CFPB likewise says merchandise that wasn’t delivered as agreed can qualify for a billing dispute. The Lowe’s card is serviced through Synchrony bank. I am disputing the crap out of this. Additionally, if they want to stick to their guns here, I will not do one dime of business with Lowe’s ever again. Not for a door, a mower, construction materials, or even a stick of gum.
I am a Lowe’s gold key customer. I spend at least $5000 a year in their stores, and I have every year for years. That’s not contractor level spending, but it does make me a good and steady customer. I would be surprised if they want to screw me on this, because there are other stores out there, plus there are plenty of online merchants who would be happy to have my business.
At the end of the day, I don’t have a lot of faith in dispute processes, and I am not going to let them ruin my credit over $400 by refusing to pay and getting collections on my credit. If the dispute doesn’t fall in my favor, I will wind up paying it. However, I only work one day per week, and I might be bored enough to take them to small claims court for the $400. I wonder what a billboard costs…
14 Comments
nones · August 7, 2026 at 10:38 am
My experience with Lowes and a custom sized fiberglass door that came through sized incorrectly was that they refunded my money so there is that. If you end up eating the wrong handed door just rout the hinge pockets through to the other side of the door and make some filler pieces to fill the wrong side in (assuming it will be painted). Not a tough fix IMHO
I used to work with aluminum entrance doors and they called an inswing door a right hand. The same door outswing was called a right hand reverse.
Divemedic · August 7, 2026 at 10:54 am
Yes, I could use a router and make something work, but that’s bullshit. If I wanted to do that, I would have done so already.
I am just going to get the door from a different supplier.
nones · August 7, 2026 at 1:04 pm
I know it’s BS but you thought you might just have to eat the door. It would be a PITA but better than eating the $400 if it got to that
Don in Oregon · August 7, 2026 at 11:32 am
I took a guy to small claims court once. The process is pretty easy. If you have a valid claim, getting a judgement is a slam dunk. Judgement amount includes your costs, including filing fee as well as your time and mileage incurred while making the claim.
Collecting, on the other hand, can be difficult. I don’t remember the details, but if your claim is against a business, there’s a procedure to go to their store location and claim the judgement out of their cash on hand.
You can also have the court summon the debtor to be questioned by you under oath. This is called a Debtor Examination. I did this a few times and it was fun as hell to see the bastard squirm as he was being sworn in. He was a felon who HATED being in court. He eventually caved and his attorney met me on the courthouse steps and handed me a stack of cash.
Divemedic · August 7, 2026 at 12:10 pm
In Florida, you can show up with the Sheriff and collect.
C · August 7, 2026 at 11:36 am
I don’t deal with Lowes anymore. The local store had a great selection. Then it went into an extreme case of good luck finding anything if it’s in the store.
YourAverageJoe · August 7, 2026 at 2:12 pm
Thanks for sharing your story.
I do prefer Home Depot over Lowes but it depends on which one is closest to me at the time.
What I absolutely HATE about Home Depot is that they allow their parking lot to be a hangout for illegal invaders. Lowes not so much.
ghostsniper · August 7, 2026 at 2:17 pm
In order to get my credit score over the 810 hump Experian suggested I get an installment account. Just about then our washer went out so I ordered a GE from Lowes and did a Synchrony loan for 12 months. What a clusterfuk their autopay site is. And trying to get ahold of anyone is almost impossible. I paid that fukker off 3 months (3 months ago) early and will never deal with Synchrony again. My score is still 810 but we have a decent washer, so there’s that.
Treefarmer · August 7, 2026 at 2:30 pm
We’ve been building a house for the past year. Looking back, we’ve ended up buying from Home Depot more than Lowe’s. Lowe’s was the best source for high quality wood laminate flooring with a 25 year warranty. Avoid both Lowe’s and Home Depot like the plague when it comes to more complex jobs like cabinets and countertops.
John in Indy · August 7, 2026 at 3:08 pm
Web searched billboards in Orlando area and found prices in the $1,000 to $2,000 / month range, not including the cover / text / advertisement.
I would think that challenge / return / dispute charge first, then Small Claims for delivery of improper goods / unjust enrichment.
Good luck and have fun getting justice
Elrod · August 7, 2026 at 3:14 pm
Self-inflicted wound.
You failed to heed the message: After the second fail it was obvious Lowe’s is not interested in your business, yet you repeated the error. I’ve learned with Lowe’s – and every other retasilre, for that matter – it’s best to not give them the first chance to waste your time; if it’s not where you can touch it and inspect it don’t trade your money – AND TIME – for it.
That said, I’ll encourage you to recover any and all losses, and then some, and remember – “Time is not refundable.” At the very least Lowe’s should pay you for the time you have invested so far, and will invest to close the issue out, and your “normal recovery rate,” i.e. your regular hourly rate.
Slow Joe Crow · August 7, 2026 at 4:03 pm
Based on my experience it depends on metrics. Is Lowes results driven or process driven? Essentially is did you fix or did you follow procedure more important.
The drone on the 800 number is graded on call closure and script following and losing a customer means nothing in their world
Fishlaw · August 9, 2026 at 1:58 pm
Simple, yet elegant solution: order one right-hand door and one left-hand door. One of them should be correct. Or, do what I did, go to Menards.
Will · August 11, 2026 at 3:36 pm
Regarding Small Claims Court:
Find out if the local court you will be required to use is biased toward business/commercial entities.
Years ago, I had an expensive engine destroyed be an oil change business. I talked to a lawyer about it. He warned me that the local court was a big time business supporter, and I should NOT bother using them, and to find some other way to seek restitution. I didn’t believe him. Hoo Boy was he right! Got screwed. That court was a joke.
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