My built in GE microwave of 4 years went out and I called Lowes Customer Service to order a replacement. I was given a model number to order (online) which took 6 weeks to be delivered. The delivery was initially for 2 weeks, delayed another 2 weeks, then another for a total of 6 weeks before arriving. I called after the second post rescheduled delivery date and Lowe's Customer Service told me it was due to Covid-19 issues since the microwave was coming from the manufacturer (which ALL my appliances have come directly from the manufacturer that I've ordered in the store or on line from Lowes). Ends up the model was not a replacement for the one I originally purchased. I called GE directly and was told there was no replacement model for the original. I called Lowes with this information and was told the microwave order was longer than 30 days and I could not return it. I explained it was not my fault it took 6 weeks to return and initiated a return online to return the microwave to a local store. Once getting to the store, I ran into the same issue, but the cashier called a manager and showed him my paper work that clearly showed when I order the microwave in April 2021 that wasn't delivered until June 2021, the manager apologized for the erroneous information relative to the replacement model information from Lowes Customer Service and for the delay in shipping, then he authorized an override for the return. In the mean time I had ordered online a Whirlpool brand microwave and different kit which populated an 8 week shipping date of August. I received the appliance this past Saturday. The box was somewhat beat up, and once opened, the microwave was dented in 3 places ( both rear sides and the top right side), and the control panel is scratched! Mind you, I have been without a microwave in my kitchen for 4 months and decided to plug this one in to see if it worked. The appliance seemed to operate fine, so I decided I would rather not return it and have to wait another 2 months for a replacement, if I can receive a discount for damage. I called Lowes Customer Service first thing this morning and was told by a rep that I could only get 10% for a damaged product. I was surprised considering the damage is visually extensive! I asked to speak with a supervisor and the customer service rep told me, "Okay, but I'm telling you, YOU WILL NOT GET MORE THAN 10%!" I found his tone offensive, and requested again to speak with a supervisor. After being placed on hold for a few minutes, the rep came back and stated, "Maam, I've complete a request for someone to come out and pick up the microwave and would issue a refund". I told him, that is not the option I chose, I stated I wanted to keep the microwave and wanted a discount for the extensive damage. The rep continued to talk over me, I listened until he was done. I stated that he would speak over me and do what he wanted, I asked to speak with a supervisor and he had yet to honor that request. I was placed on hold again for awhile, then a supervisor came on the line. She too told me she had parameters that only allowed her to give me 10% for the damage (without requesting pictures, asking what the damage was, etc.). By this time, I was very upset and told her as a loyal Lowes customer who has purchased thousands of dollars in appliances, this was unacceptable. She too told me that there was ticket created for someone to pick up the microwave and a refund would be issued. I told her I was not asking for a refund, I was asking for a discount and I was tired of her and the rep railroading me into a refund! She then told me that my 10% discount would have to be on a e-gift certificate because my order was old! I asked how was my order old when I just received the product/appliance 2 days ago? She said it was placed 2 months ago. I asked was it my fault that Lowes had not delivered it for 8 weeks? She said no, but that's how it works! I find this ridiculous and very unfair to Lowes customers to be treated like this. Lowes systems, policies, parameters, and exceptions should be altered for things (i.e., pandemics, shipping delays, shipping damage, etc.) that are beyond and/or not the fault of your customers. This is not the first time I have had a 2 month delay in shipping of appliances. I custom built my house and purchased my range, fridge, dishwasher, microwave, two washers, and two dryers from Lowes, spending approximately $10K. Shipping of the range was delayed for 2 months and was not installed until 3 weeks after I had moved into the house. Though my family and I were disappointed (at Christmas holiday time), I lived with it and didn't file a complaint. Deja vu, and Lowes is treating me as if I've done something wrong. Again, for a loyal Lowes customer or any customer, this is unacceptable!