Tennessee man wants to cancel $4,000 order at Lowe’s. Their solution? A Lowe’s gift card​

​Often, customers want assurances that when they return a product or cancel a delivery, they'll get their money back. After all, if they return something quickly or even don't receive a delivery, there's little damage done.

But one content creator says he was given the runaround after trying to cancel a delivery from Lowe's. Jordan Johnson (@jordanjohnson263) posted a video that received more than 58,000 views.

In it, he told his audience that a local store in Athens, Tennessee, was refusing to refund him after he canceled a delivery prior to it even ending up on his doorstep.

‘ I purchased over $4,000 worth of material'

Johnson told his audience that he purchased materials for an upcoming project in cash. The content creator said he used his Lowe's Pro account and that he had all of the information for the order, and after saying goodbye to more than $4,000, he was set and ready for the materials to come.

But the content creator said something delayed his project unexpectedly. A day prior to the order's delivery, he had to let the store know he was no longer going to need it.

Johnson told his audience that he couldn't get a hold of anyone at Lowe's to cancel the order over the phone. So, he proceeded with canceling the order anyway. He went in person with his wallet, receipt, and ID to retrieve his money. That's when the Lowe's employee gave him some unfortunate news.

“Since …  I canceled it on the app and I paid cash, … they would send me a redeemable card with my $4,000 on it that is only redeemable at Lowe's. So I pay them in cash, and they're not willing to properly pay me back.”

Lowe's Return Policy

Lowe's does have an official return policy, which dictates how cash returns are processed. In short, a cash refund that exceeds $1,000 may be refunded via mail-in check, at Lowe's discretion.

However, Lowe's website also states that cash “refunds for merchandise fulfilled via scheduled delivery, canceled or returned via phone or Lowes.com, will be refunded via refund voucher to the email address on the original purchase within 24 hours of processing.”

It's unclear if Lowe's normally would send a check for a $1,000-plus refund scheduled for delivery, or which rule supersedes the other. In Johnson's case, it appears that the scheduled delivery, along with him using cash, resulted in the voucher offer.

Viewers Weigh in on The Policy

In Johnson's video, he says, “ I just feel at this point I'm being robbed, and I don't think that this is right. So I don't support this. I'm hoping this gets out to the right person, because this isn't right.”

His viewers agreed.

“Get in touch with the Better Business Bureau,” one viewer recommended.

Another commenter said, “I would make sure that's the last time I use Lowe's for my business if they're going to disrespect you that much as a customer … You don't need to shop there.”

@jordanjohnson263

An Update from Johnson

Later, Johnson gave his audience an update. The content creator says that things with Lowe's were heading in the right direction.

“I'm not sure what's going on, but they've told me that they're in the process of trying to make sure that I get my refund,” he says. “ So if this goes through and they get me taken care of, I have nothing bad to say about them.”

Johnson says he's been a loyal Lowe's customer for six and a half years. On a phone call with Lowe's, he says that they recognized he makes a variety of purchases with the company.

“ They did call me and tell me they realized that I'm a Pro member and that I use them very frequently, and I give them a lot of business and, you know, whatnot,” he says. “So if they can professionally handle this, you know, I'll come up with an update, and I'll let everyone know.”

So far, the content creator hasn't clarified whether he got the full refund. His viewers, however, took it as a sharp lesson not to purchase any products at Lowe's with cash.

“Well, we won't be using cash at Lowes to order anything anymore,” one viewer said.

Subplot News reached out to Johnson via TikTok direct message and Lowe's via press form for comment.

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