Lowe’s Rebate Runaround

I had to post this message about getting the runaround from Lowe’s for a delivery rebate after purchasing a gas range (appliance) from the company.

Both Lowe’s and Home Depot seem to offer a rebate if you purchase an appliance that meets a certain value. In this case, the amount was $397. Lowe’s stated that they would rebate the delivery charge with a simple form. I didn’t feel like hauling the appliance home, so the rebate sounded fair. They would have my $65 for 6 to 8 weeks, but I was OK with that.

The appliance was delivered the next day as promised. Lowe’s asked for a copy of my receipt along with the “FREE local delivery” rebate form. I filled both out and mailed them the day after receiving my delivery. My item qualifiied, since it was priced at $397 or more, and I was charged a delivery fee of $65.

I received a declination of my rebate request for the following reason:

“Your sales receipt did not indicate purchase of qualifying products $397 or more.”

This was not the case. The range that I purchased was, in fact, $397. The requirement was met. I went to Lowes.com and filled out a customer service request. They responded a few days later and stated that:

“You were not charged for delivery”

Again, not the case. I was charged $65 for delivery. It was clearly stated on the receipt and I informed the rep of that. Another few days passed and I received the following reply.

“Thank you for contacting us about your submission. It sounds as though
you may have received your unqualified letter by mistake. Unfortunately,
human error can occur and a keying mistake can be made. It appears this
may have happened in your case. We would, however, like to assist you in
receiving the item. ”

Sound pretty canned, especially since they are now referring to ‘the item’ rather than a rebate. However, I am doing what they asked and scanning and replying with another copy of my receipt.

I’ll update this post when I receive a reply. At this point, the rebate might not be worth the time put into trying to recover the refund.

Have you had a similar experience? If so, please comment below.
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Well, after sending an e-mail to Lowes informing them that I would file a complaint with the BBB and with the FTC, they replied that my rebate was approved. It seems like it was a lot of work to process a rebate that was valid and sent within a couple of days of the purchase and delivery. I hope that isn’t the norm. Lowe’s is new to our town and I love the store.