What's Behind Door Number 3? Refunds for a Lowe's Customer

ABC News Fixer helps reader after door order gets out of control.

ByABC News
May 26, 2015, 1:06 PM
A Lowe's hardware store is seen in New Carrollton, Maryland, Dec. 31, 2014.
A Lowe's hardware store is seen in New Carrollton, Maryland, Dec. 31, 2014.
Saul Loeb/AFP/Getty Images

— -- Dear ABC News Fixer: I bought a bi-fold glass door online from Lowe's in July 2014. Somehow, I missed an authorization phone call from the Lowe’s representative. When I realized this the next day, I called and was told that the order was cancelled and I’d have to repurchase the door. So I made the second purchase over the phone.

Well, both orders were processed, though I didn’t know this at the time. Each door was sent to a different store – door No. 1 went to my local store in Brooklyn and door No. 2 was shipped to a store in Queens.

I only got the first door, which was delivered broken. Knowing nothing about the second door, I called Lowe’s and ordered a third door. The third door was shipped, but it was the wrong door!

I returned the first and third doors at the same time. Then I checked my billing statement and realized I had also been charged for door No. 2, which I never received.

I have been calling Lowe's since last September. Everyone says “a store manager will call you back,” but this has never happened over these eight months. Can you please help me get my $234 back?

- ONeil Lashley, Brooklyn, N.Y.

Dear ONeil: We were half expecting you to say that behind door No. 3 was a year’s supply of canned squid (yes, the ABC News Fixer watched too much “Let’s Make a Deal” as a child).

You said that after the problem with door No. 3, you bought a fourth door from another retailer and it’s happily installed at your Brooklyn home.

But on to your refund. We got in touch with the PR folks at Lowe’s and told them about this door debacle, showing them your order confirmations and your bank statement. They promised to get to the bottom of it, and they did. You soon heard from an executive customer service rep, who put the refund back on to your credit card and apologized for the inconvenience.

- The ABC News Fixer

Got a consumer problem? The ABC News Fixer may be able to help. Click here to submit your problem online. Letters are edited for length and clarity.