{"id":"lowes","page":"https://escalate.alexgaoth.com/#/c/lowes","html":"https://escalate.alexgaoth.com/c/lowes/","generated":"2026-10-15","company":{"id":"lowes","name":"Lowe's","aliases":["lowe's","lowes.com","lowe's home improvement"],"sector":"retail","parent":"Lowe's Companies, Inc.","website":"https://www.lowes.com","official_domains":["lowes.com"],"security":{"known_scams":[{"kind":"policy","claim":"Callers who claim to be the IRS or another agency, or a loved one in trouble, and ask you to buy gift cards and read the numbers over the phone. Lowe's says government agencies do not accept Lowe's Gift Cards, and Lowe's Gift Cards can only be used at Lowe's stores and on Lowes.com.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake \"mystery shopper\" offers that send a check, ask you to deposit it and buy gift cards or merchandise; the check later bounces.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Home improvement retailer. Return windows run from 48 hours to 365 days depending on the product and how it was paid for. Delivery damage and missing items go to customer care at 1-800-445-6937; lower-price claims go to chat or 1-877-465-6937. The full Lowest Price Guarantee terms page was not found, so only the FAQ answer on the returns page is recorded.","channels":[{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"price-guarantee-phone","type":"phone","label":"Lowest Price Guarantee validation (also by chat)","value":"+1-877-465-6937","purposes":["billing_error","refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"service-advantage-phone","type":"phone","label":"Lowe's Service Advantage (defective items, in-home warranty service, 1-888-77-LOWES)","value":"+1-888-775-6937","purposes":["warranty_claim","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Lowe's customer service online form","value":"https://www.lowes.com/l/contact-us.html","purposes":["refund_request","lost_package","damaged_item","poor_service"],"source":"https://corporate.lowes.com/contact-us","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Returns, Refunds and Exchanges policy","value":"https://www.lowes.com/l/help/returns-policy","purposes":["refund_request","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"contact-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Return to any U.S. Lowe's store with proof of purchase inside the product's window (48 hours to 365 days); refunds go to the original payment method with listed exceptions.","evidence":["receipt","order number or the payment card used","photo ID","purchase date"],"steps":[{"do":"Check the product's return window and whether it is nonrefundable.","channel":"return-policy"},{"do":"Start the return from your order history, or take the item with proof of purchase to any U.S. Lowe's store. Online purchases can be mailed back only if a FedEx label is provided.","channel":"return-policy"},{"do":"For an appliance or oversize item, return it to a store or call customer care to ask about home pickup.","channel":"customer-service-phone"},{"do":"If the refund does not arrive within 7 business days of the completed return, call customer care, then dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Most new, unused merchandise can be refunded or exchanged with a receipt within 90 days of purchase, unless listed in the Return Policy Exceptions.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Major appliances, air conditioners and evaporative coolers, paint sprayers, portable generators, pressure washers, chainsaws and pole saws, utility vehicles and motorized bikes, construction heat and tile saws must be returned within 48 hours of purchase.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Liquid paint, TVs and electronics, water heaters, most outdoor power equipment, custom special-order blinds, HVAC systems and plants (other than trees, shrubs and perennials) must be returned within 30 days of purchase.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Trees, shrubs and perennials, and purchases made with a Lowe's Commercial Account, Lowe's Business Advantage, MyLowe's Rewards Credit Card or Lowe's Business Rewards, can be returned within 365 days of purchase.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Lowe's does not accept returns or exchanges without valid proof of purchase; it can look up a receipt by order number, payment card, phone number or MyLowe's account, and may require a photo ID.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Nonrefundable items include labor, installation charges, delivery and shipping charges (unless due to Lowe's error), gift and merchandise cards, whole house generators, as-is merchandise and paint samples.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"process","claim":"Once a return is complete, allow up to 7 business days for the funds to be credited, depending on the financial institution. Gift card and in-store credit purchases are refunded as in-store credit.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Call customer care for a delivery that arrived damaged or incomplete; call Service Advantage for a defective product under warranty.","evidence":["photos of the item and packaging","order number","delivery date"],"steps":[{"do":"Photograph the item and packaging before you discard anything."},{"do":"Report damage, missing items or delivery errors to customer care.","channel":"customer-service-phone"},{"do":"For a defective product, call Lowe's Service Advantage to set up a factory-certified service visit; repairs covered by the manufacturer's warranty are free.","channel":"service-advantage-phone"},{"do":"If Lowe's does not resolve it, dispute the charge with your card issuer."}],"facts":[{"kind":"process","claim":"If an order arrives damaged, incomplete or needing replacement parts, contact Lowe's customer care at 1-800-445-6937 to report it.","issues":["damaged_item","lost_package"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"For a lower price found after purchase, ask Lowe's by chat or 1-877-465-6937 to validate it under the Lowest Price Guarantee.","evidence":["order number or receipt","link or ad showing the competitor's lower price for the identical item","shipping cost"],"steps":[{"do":"Find the identical item at a lower price from a competitor that can ship it to your location."},{"do":"Contact Lowe's by chat or call the price guarantee line. The request must come from the customer who made the purchase.","channel":"price-guarantee-phone"}],"facts":[{"kind":"policy","claim":"If you find a lower price on an identical item after purchase, contact Lowe's by chat or 1-877-465-6937 for validation. The Lowest Price Guarantee compares item price plus shipping or delivery cost, the item must be available from the competitor to ship to your location, and only the purchasing customer can request it.","issues":["billing_error","refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}]}],"known_blockers":["Lowe's help pages load with JavaScript; plain HTTP fetches return 403.","Refund verification may require the customer's photo ID in store."]},"playbooks":{"refund_request":{"company":{"id":"lowes","name":"Lowe's","sector":"retail","website":"https://www.lowes.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Return to any U.S. Lowe's store with proof of purchase inside the product's window (48 hours to 365 days); refunds go to the original payment method with listed exceptions.","evidence":["receipt","order number or the payment card used","photo ID","purchase date"],"steps":[{"do":"Check the product's return window and whether it is nonrefundable.","channel":{"id":"return-policy","type":"portal","label":"Returns, Refunds and Exchanges policy","value":"https://www.lowes.com/l/help/returns-policy","purposes":["refund_request","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"do":"Start the return from your order history, or take the item with proof of purchase to any U.S. Lowe's store. Online purchases can be mailed back only if a FedEx label is provided.","channel":{"id":"return-policy","type":"portal","label":"Returns, Refunds and Exchanges policy","value":"https://www.lowes.com/l/help/returns-policy","purposes":["refund_request","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"do":"For an appliance or oversize item, return it to a store or call customer care to ask about home pickup.","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"do":"If the refund does not arrive within 7 business days of the completed return, call customer care, then dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"price-guarantee-phone","type":"phone","label":"Lowest Price Guarantee validation (also by chat)","value":"+1-877-465-6937","purposes":["billing_error","refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Lowe's customer service online form","value":"https://www.lowes.com/l/contact-us.html","purposes":["refund_request","lost_package","damaged_item","poor_service"],"source":"https://corporate.lowes.com/contact-us","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Returns, Refunds and Exchanges policy","value":"https://www.lowes.com/l/help/returns-policy","purposes":["refund_request","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Most new, unused merchandise can be refunded or exchanged with a receipt within 90 days of purchase, unless listed in the Return Policy Exceptions.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Major appliances, air conditioners and evaporative coolers, paint sprayers, portable generators, pressure washers, chainsaws and pole saws, utility vehicles and motorized bikes, construction heat and tile saws must be returned within 48 hours of purchase.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Liquid paint, TVs and electronics, water heaters, most outdoor power equipment, custom special-order blinds, HVAC systems and plants (other than trees, shrubs and perennials) must be returned within 30 days of purchase.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Trees, shrubs and perennials, and purchases made with a Lowe's Commercial Account, Lowe's Business Advantage, MyLowe's Rewards Credit Card or Lowe's Business Rewards, can be returned within 365 days of purchase.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Lowe's does not accept returns or exchanges without valid proof of purchase; it can look up a receipt by order number, payment card, phone number or MyLowe's account, and may require a photo ID.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Nonrefundable items include labor, installation charges, delivery and shipping charges (unless due to Lowe's error), gift and merchandise cards, whole house generators, as-is merchandise and paint samples.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"process","claim":"Once a return is complete, allow up to 7 business days for the funds to be credited, depending on the financial institution. Gift card and in-store credit purchases are refunded as in-store credit.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Lowe's customer service online form","value":"https://www.lowes.com/l/contact-us.html","purposes":["refund_request","lost_package","damaged_item","poor_service"],"source":"https://corporate.lowes.com/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Lowe's help pages load with JavaScript; plain HTTP fetches return 403.","Refund verification may require the customer's photo ID in store."],"security":{"official_domains":["lowes.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Callers who claim to be the IRS or another agency, or a loved one in trouble, and ask you to buy gift cards and read the numbers over the phone. Lowe's says government agencies do not accept Lowe's Gift Cards, and Lowe's Gift Cards can only be used at Lowe's stores and on Lowes.com.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake \"mystery shopper\" offers that send a check, ask you to deposit it and buy gift cards or merchandise; the check later bounces.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Home improvement retailer. Return windows run from 48 hours to 365 days depending on the product and how it was paid for. Delivery damage and missing items go to customer care at 1-800-445-6937; lower-price claims go to chat or 1-877-465-6937. The full Lowest Price Guarantee terms page was not found, so only the FAQ answer on the returns page is recorded.","warnings":[]},"damaged_item":{"company":{"id":"lowes","name":"Lowe's","sector":"retail","website":"https://www.lowes.com","account_url":null},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Call customer care for a delivery that arrived damaged or incomplete; call Service Advantage for a defective product under warranty.","evidence":["photos of the item and packaging","order number","delivery date"],"steps":[{"do":"Photograph the item and packaging before you discard anything."},{"do":"Report damage, missing items or delivery errors to customer care.","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"do":"For a defective product, call Lowe's Service Advantage to set up a factory-certified service visit; repairs covered by the manufacturer's warranty are free.","channel":{"id":"service-advantage-phone","type":"phone","label":"Lowe's Service Advantage (defective items, in-home warranty service, 1-888-77-LOWES)","value":"+1-888-775-6937","purposes":["warranty_claim","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"do":"If Lowe's does not resolve it, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"service-advantage-phone","type":"phone","label":"Lowe's Service Advantage (defective items, in-home warranty service, 1-888-77-LOWES)","value":"+1-888-775-6937","purposes":["warranty_claim","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Lowe's customer service online form","value":"https://www.lowes.com/l/contact-us.html","purposes":["refund_request","lost_package","damaged_item","poor_service"],"source":"https://corporate.lowes.com/contact-us","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Returns, Refunds and Exchanges policy","value":"https://www.lowes.com/l/help/returns-policy","purposes":["refund_request","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If an order arrives damaged, incomplete or needing replacement parts, contact Lowe's customer care at 1-800-445-6937 to report it.","issues":["damaged_item","lost_package"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Lowe's customer service online form","value":"https://www.lowes.com/l/contact-us.html","purposes":["refund_request","lost_package","damaged_item","poor_service"],"source":"https://corporate.lowes.com/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Lowe's help pages load with JavaScript; plain HTTP fetches return 403.","Refund verification may require the customer's photo ID in store."],"security":{"official_domains":["lowes.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Callers who claim to be the IRS or another agency, or a loved one in trouble, and ask you to buy gift cards and read the numbers over the phone. Lowe's says government agencies do not accept Lowe's Gift Cards, and Lowe's Gift Cards can only be used at Lowe's stores and on Lowes.com.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake \"mystery shopper\" offers that send a check, ask you to deposit it and buy gift cards or merchandise; the check later bounces.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Home improvement retailer. Return windows run from 48 hours to 365 days depending on the product and how it was paid for. Delivery damage and missing items go to customer care at 1-800-445-6937; lower-price claims go to chat or 1-877-465-6937. The full Lowest Price Guarantee terms page was not found, so only the FAQ answer on the returns page is recorded.","warnings":[]},"billing_error":{"company":{"id":"lowes","name":"Lowe's","sector":"retail","website":"https://www.lowes.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"For a lower price found after purchase, ask Lowe's by chat or 1-877-465-6937 to validate it under the Lowest Price Guarantee.","evidence":["order number or receipt","link or ad showing the competitor's lower price for the identical item","shipping cost"],"steps":[{"do":"Find the identical item at a lower price from a competitor that can ship it to your location."},{"do":"Contact Lowe's by chat or call the price guarantee line. The request must come from the customer who made the purchase.","channel":{"id":"price-guarantee-phone","type":"phone","label":"Lowest Price Guarantee validation (also by chat)","value":"+1-877-465-6937","purposes":["billing_error","refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"price-guarantee-phone","type":"phone","label":"Lowest Price Guarantee validation (also by chat)","value":"+1-877-465-6937","purposes":["billing_error","refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"If you find a lower price on an identical item after purchase, contact Lowe's by chat or 1-877-465-6937 for validation. The Lowest Price Guarantee compares item price plus shipping or delivery cost, the item must be available from the competitor to ship to your location, and only the purchasing customer can request it.","issues":["billing_error","refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Total price\" means the maximum total of all fees or charges a consumer must pay. Government charges, shipping charges and fees for optional ancillary goods or services may be excluded.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"Before the consumer consents to pay, the business must clearly disclose the nature, purpose and amount of any fee excluded from the total price, and the final amount of payment.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Lowe's customer service online form","value":"https://www.lowes.com/l/contact-us.html","purposes":["refund_request","lost_package","damaged_item","poor_service"],"source":"https://corporate.lowes.com/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Lowe's help pages load with JavaScript; plain HTTP fetches return 403.","Refund verification may require the customer's photo ID in store."],"security":{"official_domains":["lowes.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Callers who claim to be the IRS or another agency, or a loved one in trouble, and ask you to buy gift cards and read the numbers over the phone. Lowe's says government agencies do not accept Lowe's Gift Cards, and Lowe's Gift Cards can only be used at Lowe's stores and on Lowes.com.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake \"mystery shopper\" offers that send a check, ask you to deposit it and buy gift cards or merchandise; the check later bounces.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Home improvement retailer. Return windows run from 48 hours to 365 days depending on the product and how it was paid for. Delivery damage and missing items go to customer care at 1-800-445-6937; lower-price claims go to chat or 1-877-465-6937. The full Lowest Price Guarantee terms page was not found, so only the FAQ answer on the returns page is recorded.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Lowe's customer service online form","value":"https://www.lowes.com/l/contact-us.html","purposes":["refund_request","lost_package","damaged_item","poor_service"],"source":"https://corporate.lowes.com/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["lowes.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Callers who claim to be the IRS or another agency, or a loved one in trouble, and ask you to buy gift cards and read the numbers over the phone. Lowe's says government agencies do not accept Lowe's Gift Cards, and Lowe's Gift Cards can only be used at Lowe's stores and on Lowes.com.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake \"mystery shopper\" offers that send a check, ask you to deposit it and buy gift cards or merchandise; the check later bounces.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}