We needed to replace the sliding glass doors leading onto our porch. The contractors we normally use have a big job on at the moment, plus one is sick, so we decided we would buy, get delivered, and get installed all from Lowe’s. Figured it would be easier that way… A little advice… NEVER DO THIS. First of all we picked out our new door—a nice, French style, steel one with only one side that opens and hinged in the middle. Check. Next, came the measuring crew, which consisted of one guy who came ‘all the way out’ to our house to check the door would fit. Check. Waited on the call from Lowe’s to tell us the measurements were in and we could come and actually arrange for the door to be delivered and fitted. The call never came. So… we were at Lowe’s today getting some concrete to build a wall around a hydrangea when we replant her in the garden, so I thought I would mosey on over to the door and window department to see how we were coming along. On speaking with the sales person, who was extremely nice, my jaw must have dropped when she mentioned all the extras the ‘measurer’ had ordered to go with our new door. Firstly, an extra insert because the door fits a 4 x 1 and we have 6 x 1s. Okay, that one is fair enough. Next, a full quota of internal and external trim. What’s more, the external trim was going to be PVC. Apparently, this is so that IF the fitters break something, it is covered AT OUR EXPENSE. Me, (extremely polite, as I am aware it is not the sales person's fault): “Excuse me, say what now? Trim? PVC? We HAVE trim. It’s wood and there is absolutely nothing wrong with it. Why would we buy something we don’t need. Also, are we then responsible to absorb the cost of the fitters ‘maybe breaking something’?” The poor sales person, (looking a little sheepish): “Apparently so.” Me: ”Well, I think not. If a contractor—ANY contractor—breaks something of ours, that is on THEM to replace/fix it, not the customer.” Sales person: *Nods* Me: “Say, I was, just for a second, to buy these... trim items. And let's say they are not required after all... what then?"
Her: "You could bring them back."
Me: "What if we don't have a means of bringing back all that wood... and PVC?"
Her: *Silence*
Me: "Look, I don’t mean to be funny, but we are paying enough already for the door AND for them to fit it without paying extra for them ‘maybe breaking something’. Not only that, but we are also expected to 'bring things back' after they are not needed for them 'maybe breaking things'. No. Not happening! And, I’ll tell you something else. Even if we did need new trim, which we don’t, the PVC is definitely not happening.” Her: “Let me try to call him right now and see if we can sort this out.” Me: “Okay.” She gets his voicemail. Leaves a message. Tells me she will call me when she hears back from him. She keeps apologising. I tell her, "It's not your fault, it's them." I’m still waiting for that call… BOY HOWDY! It’s like trying to buy a new car, and then having to pay extra for the wheels! Consequently, and I believe understandably, we decided to wait on the new door until our regular contractors can do the job. So, if you ever have occasion to buy a new door from Lowe’s and need someone to fit it for you, do NOT let them do it. Apparently, there are a few hidden costs they don’t impart at the time of inquiry, measurement, or if you don’t care to look into what they are actually going to do before you buy said door. BUYER BEWARE.