Man orders Lowe’s appliance delivery. Then they refuse to walk up the stairs of his apartment—and make up a wild excuse

When Matt Laughery ordered a new washer-dryer from Lowe's during its Labor Day sale, he had no idea it would take five delivery attempts, multiple customer service calls, and more than two weeks to actually get his appliances installed.

In a TikTok video that received more than 10,000 views, Laughery (@matt_laughery) explains that he had ordered an all-in-one washer-dryer unit with delivery. The delivery crew arrived on schedule, but Laughery says things went downhill almost immediately.

“Lowe's Home Appliance Delivery Horror Story,” he writes over the TikTok.

“The man comes upstairs, immediately complains that I have a staircase,” he recalls, noting that he'd left a note for the delivery guys explaining that his apartment was up a single flight of 12 stairs.

“You would think as a delivery driver, you've had multiple staircases that you've had to walk up,” he says.

The stairs were only the beginning of his problems.

‘I'm not delivering this, sorry'

According to Laughery, the delivery worker took one look at his existing washer-dryer setup before rushing outside to tell his colleague not to unpack the new appliance because his water hookups were apparently “too old.”

“He goes, ‘your water hookups are too old,' and I said, ‘well they've been working fine with the washer [and] dryer I have now,'” Laughery recalls.

He says he acknowledged that the plumbing was old and even offered to shut the building's water off. Eventually, he just rescheduled his delivery for the following Thursday.

Unfortunately, this second attempt didn't go much better.

This time, Laughery says, the delivery driver didn't even make it to his apartment. After watching the truck drive past his building, Laughery got a phone call from the driver informing him that he wouldn't be delivering the appliances because the road was too narrow for the truck.

“I can't park this truck,” the driver reportedly told Laughery.

“I said, ‘The guy that came last week had the same exact truck,'” he recalls. “He's like, ‘I'm not delivering this sorry,' before hanging up.”

Laughery says at this point he “made the mistake of calling Lowe's customer service,” where a manager put him on hold seven times before promising him a Sunday delivery window between 7 a.m. and 11 a.m.

Lowe's additional delivery attempts also go awry

Somehow, things were about to get worse. The third crew arrived in a truck the same size as the previous two. Laughery says they had no problem parking on his street. After initially complaining about the stairs, the workers began unpacking the washer-dryer, only to discover that the door on the new appliance was broken and wouldn't latch shut.

“At this point I'm like, really upset and livid,” Laughery says. Following another round of customer service calls, he managed to reach “the sweetest, most amazing person” named Danielle. He praised her for helping arrange a replacement and providing compensation for the experience.

“I found a magical number that gets you to people that are super duper helpful,” Laughery says, explaining how he reached her. “And so if you want it, slide into my DMs, I will give it to you, I'll tell you there's a secret number to press that isn't one of the options listed.”

Laughery deals with Lowe's fourth and fifth delivery attempts

The fourth delivery was scheduled nearly two weeks after he'd placed his original order. This time, the delivery crew had an entirely new problem. They claimed the all-in-one washer-dryer wouldn't fit through the doorway to his laundry room. Laughery says he'd measured everything ahead of time, but the workers warned that they would leave the appliances where they were if they couldn't get them to fit. “I was full of rage, no lie,” he says.

He says he told the crew to leave and contacted Lowe's again, ultimately agreeing to switch to a different washer and dryer rather than the all-in-one model he'd originally wanted. A fifth delivery was scheduled for Friday.

This one, however, was also not without its complications. Laughery says he watched the delivery truck's location on Lowe's tracking map as it approached his neighborhood, only to see it begin driving in the opposite direction.

He says they continued getting lost. At one point, he says they claimed to be outside his apartment when they weren't. Eventually, they arrived. They successfully installed the new appliances—though not before managing to “bust up the doorways and the walls.” Laughery says they damaged a wall-mounted fire safety box to the point that “glass [shattered] everywhere.”

Funnily enough, Laughery says the crew managed to remove his old stacked washer and dryer through the doorway the previous crew had insisted was too small for the all-in-one unit.

‘The moral of the story is, don't order appliances from Lowe's'

Laughery says he's still waiting for a response concerning the damage to his apartment. He ended his video with a warning to anyone considering ordering appliances through Lowe's.

“The moral of the story is, don't order appliances from Lowe's unless you're going to pick them up and put them in your house yourself,” he says.

“It's infuriating that no one cares about the time you're wasting sitting in their windows and then they come and have a myriad of excuses to just not do the job that they are signed up to do,” he adds.

‘ONLY order appliances from Best Buy'

Several viewers shared similar Lowe's delivery experiences, with one user insisting Best Buy and Home Depot are better options for appliances and home goods.

They wrote, “I have many Lowe's horror stories like this. I have learned after many years of owning properties … ONLY order appliances from Best Buy. The customer service, warranty, and product selection is ELITE … and ONLY order anything home related from Home Depot.”

Another viewer called Lowe's a “nightmare.” They explained that “their install guys pulled the same thing with my fridge that I just got.”

“I had basically the same horror story with them. Except they were complaining about the vent,” a third commenter said. “[It] took almost [three] weeks before we actually got our W&D delivered and installed.”

One viewer offered a possible explanation for Laughery's frustrating experience, writing, “3rd party finds any and every excuse to not deliver.”

Indeed, Lowe's doesn't necessarily employ the drivers who deliver its appliances. According to the retailer's website, it uses third-party vendors to handle appliance deliveries, installations, and hookups. So the workers Laughery encountered may have been employed by an outside delivery company.

What does Lowe's appliance delivery include?

According to Lowe's appliance delivery policy, washer deliveries can include connecting the appliance to an existing water source, inspecting it for visible damage, and testing it to ensure it's properly working.

There are circumstances in which Lowe's delivery crews can decline an installation. Lowe's specifies that delivery teams cannot connect washing machines unless there's a working water shut-off valve within six feet. They're also not responsible for shutting off a building's main water supply. So the first crew's objections concerning Laughery's plumbing may have been legitimate.

@matt_laughery

Subplot News reached out to Laughery via TikTok direct message and to Lowe's via email.

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