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Credit card record retension

Posted Mon May 12, 2008 12:10 pm, by LINDA V. written to Lowe's

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In March of 2004 I purchased a $600 grill from Lowes, Genn-Air model stainless steel, which is suppose to be guarenteed for life. The burner after 4 years fails. After contacting Gen Air I get a request to send in a receipt which I no longer have. I call Lowes credit card dept (as I used it to purchase the grill) to request a copy of my receipt. Simple enough right? Well after 3 phone calls and 4 weeks I get a letter that my request cannot be processed after being told that it is being processed all along.

Since you are responsible for the operation or in this case lack there of, I am requesting a refund for the burner that I now will have to purchase from GenAir. This with shipping will be approx $120. And just so you know this is a ligitimate request the grill is model # 720-0061-LP, serial # 814953 DG61.
If you have any questions I will be happy to supply a copy of the bill to receive a refund.
And do me a favor make sure your credit card carrier dont throw away the statements in the trash!!!!


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by firstmate Posted Thu May 29, 2008 @ 8:47 AM

Man are you people negative! After several more conversations with
Genn Air and Lowes management, they both agree that you are not
required to have a receipt that the model # and serial # are suffice.
It may not say on the web site but yes, the burners are guarenteed for
life as stated in the owners manual. And by the way at no time was any
yelling involved! How do you all know if I threw away the recipt in
the "trash" ! No one in their right mind throws recipts in the trash.
I have files and receipts from lamps I purchase 10 years ago. Thing
sometimes get lost. For all you know they could have been burned in a
My whole point was if you requested info from your bank you should
expect them to produce you financial records and they failed to do so.
A little negligent on their part I think.
However, the manager at Lowes confirmed for us that the receipt was
not needed for proof of purchase, and since the people at Genn Air had
the burners on back order for months now they were kind enough to help
us out and give us a set from a display model.
So I applaud all the efforts of the management staff at Lowes at
Polaris in Columbus Ohio. You guys were awesome in your follow up and
attempts to help us try and obtain the records from the bank that
handles your credit card, and when they could not produce it you went
the extra mile to help us out.
And for all you negative nay sayers, Lowes should be responsive to
their customers when their vendor relations brake down, because they
are in a better position to get a response. Let that all be a lesson
to you on what the power of negotiations can do.


by Donno Posted Mon May 12, 2008 @ 7:12 PM

what gives you the idea that someone else should? It was your

It sounds like you threw your receipt in the trash, yet you are
yelling(!!!!) that Lowes shouldn't discard 4 year old records of
purchase. Huh? That makes no sense at all.

If you can't find your receipt you are probably out of luck. While
whoever the bank in question is should have a record of the total of
the transaction, I doubt anyone has access to a detailed receipt from
4 years ago. Other than the purchaser, that is.

by firstmate Posted Mon May 12, 2008 @ 12:33 PM

Yes it is a lifetime warranty as confirmed by my conversation with
customer service at Jenn-Air. And yes I think after a mear 4 years
they should be responsible for record retension to their customers.


I think the customer should be more responsible by RedheadwGlasses Mon May 12, 2008 @ 12:47 PM

by RedheadwGlasses Posted Mon May 12, 2008 @ 12:25 PM

This isn't Lowes' problem after four years -- it's Gen Airs. That you
no longer have the receipt is too bad. But a lifetime warranty on a
grill? I highly doubt that, especially since you wrote "which is
suppose [sic] to be guarenteed [sic] for life." Supposed to be, or
IS? I found nothing on Jenn-Air's website indicating that there is a
lifetime warranty on ANY of their grill products, which is a pretty
extensive line.

And why should Lowes be anymore careful with receipts than YOU were?


in looking around.... by SuzieCat Mon May 12, 2008 @ 2:25 PM

Record retention by lowesdame Wed May 21, 2008 @ 6:54 PM

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