Name: Lowes
Rating: 1.57

“Terrible customer service at South Tampa!”

Posted 1 year ago

“If I could give zero stars, I would. The worst experience I have had with a company and customer service. Not one thing that was told to me was accurate. I purchased a washing machine for the Memorial Day Sale. The first delivery came and the washer died within two min of the water filling. The machine died with the door locked, ruining my clothes since they had to sit in the water. They said someone would call me within 24 hours to set up a delivery time. No one called. I called and found out it was already scheduled, without telling me. I had to take that day off of work since no timeframe was given. sent someone out to replace it. That individual not only came an hour before my scheduled time, but when he came, said they couldn't exchange it because the lid was shut and left. Called again and waited several more days for a new delivery. That washer came. I asked for them to stay to ensure that it worked. They stayed for one min, before the water started filling. Once it started filling, it died again. I called again and waited several days for the next delivery, where I was told they would have the individuals delivering the machine wait to make sure it works with the water. The drivers refused and left before confirming. It died again. Now they are saying that I have to wait until the next week to get it serviced. I told them that if the individuals weren't going to wait, to just send to have it serviced because I can't take this chance again. Now I'm stuck waiting...again...and I still have no washer. I've lost 3 days of work waiting for the delivery, I was never called when I was told I would be called with each delivery. Not one thing that was told to me ended up occuring. Horrible experience.”

Helpful Report

Posted 1 year ago

“The Lowes in Mansfield Texas is absolutely horrible ordered the wrong merchandise and couldn't take responsibility for there mistake and causing me thousands of dollars by delaying my project.”

Helpful Report

Posted 1 year ago

“I ordered windows ($22,000 order) in October, 2021. To date (6/7/2023), the installation is incomplete. All I get from Lowes is phone calls telling me they are giving me a call. The Lowes Executive Customer Service support person (Cynthia) who says she is in direct communications with the president is of absolutely no help. I now have a casement window that is supposed to be installed on 6/19 by a new contractor. The contractor (By Tor) refuses to communicate with me on the needed items to be completed. I also have a warped casement that is to be replaced. I have casement windows with inoperative or incorrect crank handles that they say will be installed on 6/19 with the correct handles. I also have 2 locking mechanisms that are incorrect that are to be replaced, but that Lowes is telling me they are out of warranty and I have to pay for replacement for THEIR mistakes. To top it off, ALL of the double hung windows (10 of them) have incorrect and mis-sized grids inside the windows. By Tor and Lowes also cannot confirm where the correct screens are or if they even have the correct hardware to mount screens on 6/19. I have NEVER had such poor customer service from any company at any time. And the incompetence all around from Lowes and By Tor is beyond ridiculous. I want By Tor and Lowes out of my life after 6/19 at which time I'll demand a full refund of my purchase price for the windows, with the help of my attorney.”

Helpful Report

Posted 1 year ago

“Beware Lowes supposed policy.! I've bought many refrigerators in my life and never experienced this. I'm an old disabled vet. Lowes has supported vets and was one of my favorite stores. Until today. I ordered a new fridge. I was told free delivery and installation. I was told it needed a $19 kit for water hookup so I purchased that too, and was told they'd install it. Delivered it today. The two guys were ready to push it back into its cubby hole and I said wait you forgot to attach the water line. The installation boss says no. I must have a shutoff valve directly behind where the refrigerator is. I said I have a shutoff valve for the refrigerator in the bathroom behind and I already turned it off. I offered to show him but he said no, it must be directly behind the refrigerator. Really? Who came up with that nonsensical policy? I told him that was not what I was told and if he wasn't going to install it, I wouldn't accept it. So they left with it. After, I checked Lowes website and this is all it says "Lowe’s delivery teams complete basic connections for any major appliance, provided necessary the accessories were purchased. To qualify for hookup, the appliance must be less 500 pounds and less than 36 inches wide (ranges), and it cannot have a compressor on top. Gas appliances are excluded from hookup; please contact your local store for assistance" So I'm not really sure if this is a Lowes policy or made up by the installer. But if you don't have a shutoff valve directly behind the refrigerator, best to shop Home Depot who has assured me will hook it up no problem and nonsense”

Helpful Report

Posted 1 year ago

“Devon in appliances at The Lowe’s in east Wichita ,ks is the best! After a very frustrating experience elsewhere, he very patiently helped me to get my dishwasher ordered and installation / haul away set up! Thank you, Devon so very much! Also praises to the company they contracted with to do the installing ! Logan from Charles installations was very fast and efficient and answered all my questions! Thank you Lowe’s East Wichita for making something that had previously been frustrating with three attempts elsewhere to get our dishwasher fixed, into a pleasant outcome! Monique”

Helpful Report

Posted 1 year ago

“The self checkout is horrible. Most of the time it doesn’t work. I’ve left items sitting there and walked out. There are other stores that appreciate their customers and offer cashier checkout .”

Helpful Report

Posted 1 year ago

“Your website is horrible. I keeps information even before you place an order so when you go back on the website it can't be changed. I tried to change the billing address for my credit card and the site kept going down "Oh Snap" I called your customer service number was told 30 minutes to speak to an agent, then an agent called me back per my request and after I explained what happened he hung up on me. If I could get the paint I want somewhere else I would. I will now have to go to one of your stores and bother one of your associates to handle this. This is UNACCEPTABLE”

Helpful Report

Posted 1 year ago

“This company doesn't even deserve a 1 star. Last week I made a phone call to lowes customer service complaint dept. They said I would receive a call from the local store manager within 24 hrs. 5 days later no phone call from the manager. So made 3 calls today and each time was disconnected after the young lady said she was sending my complaint to the next level and was getting ready to give me a case number. Both girls gave me their names but when I ask to speak to them it seems noone knows them. Nor did those girls call me back when we were disconnected. I talked to a Sonya, Stacy and forgot to write down the other one's name. Now I'm waiting for a phone call from someone after being disconnected, going through a horrible automated phone system and their being a 35 min to 40 min. call back. In addition the local store virtually has noone to help. I'm old and the other day I walked around and around from aisle to aisle looking for someone to help me with a light fixture. Noone was at customer service counter. One person checking out with a long line of people waiting to be checked out because they are not going to use the self checkouts. When I finally found 2 young ladies near the garden center they were talking and it wasn't about business. When I interrupted them and asked them to please help me - I received a look like how dare I bother them. I have been a Lowes customer for a very long time but I refuse to deal with this.. When I complained about the local store poor customer service via email, it took a week for them to respond with a short answer - what store. I've been a Lowes customer for a very long time but that is rapidly coming to a screeching halt. Poor customer service, poor management, poor everything else.”

Helpful Report

Posted 1 year ago

“We are very satisfied with Rosemary, she is so friendly and helpful! She is an exceptional representative of the Lowe’s. Thank you”

Helpful Report

Posted 1 year ago

“I just watched a tv commercial about how much lowes stand behind there veterans they even have special parking place. Wow I'm so impressed as they gut the military discount program. I was a very loyal lowes customer but no longer. we have not only lowes but both menard and home depot in this area,”

Helpful Report

Posted 1 year ago

“5/3 I Purchased a New Refrigerator 5/6 Delivery Truck Arrived, they removed my old refrigerator from the house, then they removed the box for the new fridge from the truck, and when they remove the box to bring it in, the Refrigerator was completely smashed in on the top right back corner and dented on the bottom right back corner as if the refrigerator had been dropped. The delivery men tried to convince me to accept the damaged fridge saying if I took it in, they could do an exchange and have a new one for me in one day. If I refused to accept the damaged one and they had to take it back then they did not know how long it would be until I could get a replacement. This made no sense to me, so I called customer service, and the wait time was one hour to one hour and fifteen minutes. The drivers did not want to wait, so they said they would call their manager and have him call me. I receive a call from a number that showed "Potential Spam," but the delivery men said that was the number to answer it. So I answered, and I asked, "with who am I speaking?" he replied his name was Edgar and that he worked for 3961XDT, clearly I was already feeling uneasy because of what the drivers had already said to me and their attempts to force me to accept the damaged refrigerator, so I asked Edgar first, what is 3916XDT, I purchased the refrigerator from Lowes, he tells me they are the DC for Lowes which come to find out means their Distribution Center/Cross Docking Center in Passaic NJ. He tells me the issue is the drivers already marked the order as delivered on their cell phone against the order and to tell them to change it so he can process the exchange. If not, the order must be refunded, and I would need to purchase it again. The driver sat on my front steps on his cell phone as if trying to change it from showing delivered to damaged. He said he did not know how to do it. I did not know whether he was pretending or did not know how. Edgar said he will take care of it (I do not recall the exact words, but they would have a new one sent to me, and he would call me back). In the meantime, I heard the one driver says to the other in Spanish, "I want to finish early today," which is likely the reason he did not want to take the damaged one back and likely why he did not want to sit around waiting and just marked it delivered. In the meantime, the drivers got up to leave, and I told them I wanted pictures as proof of what was transpiring before they left since I had nothing to show this refrigerator was damaged and refused or that I had spoken to anyone at Lowes. The only thing I had was an order showing delivered and a conversation from a Spam number telling me they worked for some place called 3916XDT, providing me contradicting information to what the drivers had told me. I proceeded to take pictures of the Refrigerator that was damaged, the truck, the two drivers, and a close-up of each of their Photo ID Badges on their arms. At this point, Edgar hung up with the promise of calling me back, the drivers left, but I still had my husband's phone on hold with Lowes customer service. After 57 minutes on hold, I got a person on the line (I forgot to ask her name), and she explained that what they said was incorrect and that an exchange was possible whether I accepted the damaged refrigerator or refused it. She put me on a brief hold after which she provided me with an "Exchange Case #" and she said I would be receiving a call within 24 hours from the DC with a new delivery date. After 24 hours and not receiving a call, 5/7 I called Lowes customer service back and waited over an hour on hold before I could get a person on the phone (Gail). I explained the situation to her, and she told me everything I was told was wrong, and exchange could not be done; it has to be refunded and re-purchased, and she will do that in the system now, send a note to the DC and they would be calling me to reschedule the delivery. I get a call later that day on 5/7 from the DC and they tell me it will be delivered 5/8. On 5/8 @7:22 am I get a call from someone named Shaneeka saying that it was never marked as returned and that Lowes never pushed the order through to the DC, so the delivery will not be coming as scheduled. When I pushed for further information, she tells me that the DC in Passaic is only four weeks old and Lowes was trying something new to alleviate issues with deliveries or something to that effect and she will reschedule it. At 4:39 pm that same day (5/8) I speak to Tanasha who tells me it is now scheduled for 5/10 but that it is only an estimated delivery date, not certain it will in fact come on 5/10. (At this point i checked with my bank and I had two charges on my card for the refrigerator so I call the bank and put them on alert that I may need to dispute one of these charges.) On 5/10 10:30 a.m. I received a call from someone by the name of Desirea who proceeds to tell me the refrigerator did not make it on the truck and that I was being rescheduled for 5/11 between 8am and 8pm. At this point you can imagine my frustration. She said she would escalate this to the DC and have them call me back (which I think she was with the DC so not sure this made sense but at the time, I heard the work escalate and I said ok) we hung up. Never did I get a call back from her. That same day 5/10 10:35 am (five minutes exactly after hanging up with Desirea where she was escalating this and scheduling me for 5/11) I receive a call from Shaneeka to tell me it is actually Not coming 5/11 but now it will be scheduled for some time NEXT WEEK but she could not give me a day! Because I was still on the phone with Desirea when she called it went to voicemail , the what she said was left on a voicemail. I did not call her back, Instead I called Lowes and after 38 minutes on hold I get Brian on the phone So 5/10 11:13am get Brian on the phone, he tells me there is no exchange showing in the system, the system show the refrigerator was delivered on 5/6, this should have been refunded and repurchased, the exchange is what is creating the issue. He will email the marketing manager and as soon as he has an answer he will call me back but that he sees an opening for 5/11 to make a delivery so as soon as he had an answer from the marketing manager he would call me back to further confirm. I never heard back from Brian so I decided to call back. 5/10 4:23PM, I call the DC and get Desirea on the phone, I explained what Brian said and can she please give me an update because he never called me back and it had already been over five hours since I had spoke to him. I heard some clicking of the keyboard and she says "Let me put you on hold so I can go see what is going on" A few minutes later Shaneeka gets back on the phone and tells me the issue is the system is not generating a PO and that Edgar when he did the refund instead of refunding it to my credit card he refunded it onto a gift card and repurchased it using the gift card. She apologized and said they would give me $59 off as appeasement. At this point, I was so frustrated that I just wanted a complete refund, and I would just go buy a refrigerator somewhere else. She said ok and informed me they will send me a gift card in the mail and that it would take 7-10 business days! I tell her I do not want a gift card I want the charge refunded to my credit card the same way I purchased it. She tells me she cannot issue a credit to my card because Edgar did the refund and repurchase using a gift card behind the scenes. I tell her this is not my problem and what was being done behind the scenes which was against company policy and likely illegal and she said she would escalate this and get back to me. She calls me back and says unfortunately there was no other way, they could either issue me a gift card, I continued to push back stating I did not want a gift card I wanted the money back on my card so I could go to another store (not Lowes) to purchase a new refrigerator. At this point she tells me I could go to the Lowes store closest to me and speak to the "ASM" and ask for the refund in cash, she just needed about an hour to process the forms on her end. She said one second and I hear her on another line talking to some man by the name of Don saying she was processing a refund and someone would be coming in to collect the refund in cash, the person presumably said ok and she confirmed back to me this was an option. I said fine, I would drive to the store to get my refund in cash. She said she would call me back when she was done processing it. She calls me back a short while later to tell me she actually cannot do that so it was either the gift card OR wait and hope the system gets fixed they were having serious IT issues and I said well if there are such serious IT issues then I assume this is happening to everyone because I cannot imaging system not generating POs that would mean you would not be able to make any deliveries and she said "Yes, we have had entire trucks full come back" and she could reschedule me for Friday Delivery 5/12. I was suspicious because at this point I had already been given various different reasons why my order had not been delivered from it not making it on the truck, to it not being processed correctly, to it already showing delivered, to they did it wrong, to I don't know what is going on let me find out to now IT issues....So I said fine that I would take the 5/12 Friday delivery. 5/11 6:39 pm I receive an automated call to tell me the delivery was scheduled for 5/12 between 2pm and 6pm. 5/12 7:22 am I receive a call from Shaneeka saying it is not arriving 5/12. She will need to close the order and issue a new order and have it scheduled for 5/13 and they can give me $26 off the order. 5:12 8:12 am Shaneeka calls me back and says the system is not generating a PO and she is not able to make a new order and she will just need to refund me but to a gift card. I said no, I do not want a gift card. She tells me I can take that gift card when I receive it in the mail and go to the local Lowes and exchange it for cash. I told her I did not believe that because no one exchanges gift cards for cash, she said yes and would process it. Then she put me on hold and while I was on hold, I looked up online whether gift cards could be exchanged for cash to which on the Lowes website it said no they cannot. She gets back on the phone and I tell her, "I just looked online while I was on hold, and it says on the Lowes website that gift cards are not redeemable for cash" She said hold on, and she doesn't put me on hold but I hear dialing on another line and I hear her asking someone. She gets back on the line and says she just checked with her supervisor and he said it can be exchanged for cash. I asked who the supervisor she asked was and if it was Edgar because everyone he had informed me was wrong, and she said, "No Edgar is not a supervisor". Surprise, surprise, because the original delivery drivers said he was. So she gave me the supervisor's name Yamir or Jamir? I did not hear her very well and I was in the car at this point driving, so I could not write it down or ask, but she said she was certain I would be able to take the card they were going to mail me and exchange it for cash at the local Lowes. So here I sit on 5/12 @ 6:14 pm (a week later, a week without a refrigerator, a week spent hours on hold, a week of never-ending contradicting and frustrating phone calls, a week of 80-degree weather with two small children and no refrigerator) writing this, hoping I will be able to get the card in 7-10 days and walk into the local Lowes and exchange it at the customer service desk for cash. It remains to be seen if I will get my money back but I am ending this with frustration, dismay, and complete disgust for the Lowes organization.”

Helpful Report

Posted 1 year ago

“It took the girl an hr to key our new lock set to our home key, she claimed she knew what she was doing. Then we had a 10 % off coupon at the register. The card reader wasn't reading. Poor girl was new and trying her best. She called manager who sauntered over with her hands in pocket and from afar told something. That didn't work so another manager tried to fix it. After a while she handed it back to the stupid Manger who very slowly tried a few more thing in between talking g on the phone and another employee. She never glanced at us at we stood there with a door plus lots of other things. She never apologized. I asked her if we should bring our things out to our truck, she never answered. She kept fiddling with a broken card reader. I after many minutes asked if we should go yo another register. Ok, we finally had to recheck everything out of our bags and the card reader work. We were then late because my husband had a Dr apt. That manager was so impolite and just plainly an idiot who had no idea what she was doing. This Lowes was a 305 Overland. Meridian, Idaho. Store manager is Megan Vesper.”

Helpful Report

Posted 1 year ago

“Tried to purchase a some cans of spray paint. Needed the gate unlocked.After 20 minutes no one showed up. There was no one in the paint department at all. This was on a Sunday. Lowe's is just a bad company, most employees are lacking in service. I'm done with Lowes. Will now buy all at Home Depot.”

Helpful Report

Posted 1 year ago

“I ordered new windows and they were not the same size as my old windows. There was a 1/2 gap around the side and top of the diningroom window. They used insulation in fill in the gaps around the windows and installed trim around the inside and outside of the windows. The trim looks horrible on the outside of my house. I didn't have trim around my old windows. It has screwed up the appearance of my house. The first installer that came to install the windows knew the windows were not the right size and did not order new windows. He was going to use brick mortar to make them fit. I will never have Lowe's do anything to my house again.”

Helpful Report

Posted 1 year ago

“Purchased a dryer from Lowes to be delivered and set up by Lowes. Delivery driver showed up but refused to transfer the item into my home nor hook it up as promised because it was raining. Husband transferred the dryer into our home by himself. We called Lowes as soon as the delivery driver left and we’re told we’d receive a call back within 24 hours. No call back so the next day I called again and was told the same thing. After no call within the 2nd 24 hour timeframe I called again and was given a date for a service texh to come out and hook it up. We received a call the night before the scheduled date with a 4 hour window of when to expect the tech. Well, the service tech did not show up. So I called Lowes corporate customer care a couple times to try to get this resolved and each time I’m met with a greater than 30 minute hold time with no option for a call back. Seriously. I’ll just go to Home Depot next time. Will never do business with Lowes again and I’m going to fight them for refund of the service contract I paid for at the time of purchase.”

Helpful Report

Posted 1 year ago

“Worst customer service ever ordered three things online only one was sent to my house tour center store had to go round and round to get that corrected. Then when I did receive the last package, not all the parts were in it called the manufacture, they said call the store you bought it from call them you can head to get it picked up at your house or drive to the next city to drop it off but you would have to wait a week for it to be in stock will not pick up from your house will not ship unless you pay for another valve, I paid for something didn’t receive it but yet I have to pay more money and spend more time and effort just to get it corrected”

Helpful Report

Posted 1 year ago

“IS there a NEGATIVE STAR? We have had the absolute worst service! First of all I have NEVER in my 57 years left a bad review for anyone. But your store has really done a number on us and we have had it. We ordered $25,000 in windows back in October of 2022. Installation was in January 23 BUT our one slider was damaged and one of our bathroom windows had not been measured correctly and could not be installed either. Additionally the Caulking was the wrong color and had to be changed and this came from the installers that day! They also left a 2 inch wide hole at the transition of the other slider to to our flooring! We were told it would all be fixed....It is now almost May We were told TWO other doors were ordered and both had been damaged and could not be installed. We have STILL not heard back on our bathroom window and the caulking and transition area have yet to be fixed! They did send one buy to caulk ; he did the inside and stated the exterior had been done wrong and needed to be redone....we are being completely ghosted by the salesperson, the installer and the store Manager : Modesto, Ca. We have HAD IT! We demand to get some answers on this! We financed and are paying a $25,000 bill for a job that is not complete !!!! PLEASE CONTACT US !”

Helpful Report

Posted 1 year ago

“On 4/26/2023 I went to the Pittsburgh Mills store in Tarentum, PA to purchase Estate cabinets in the garage storage area. We wanted 2 tall cabinets and 1 base cabinet, there was nobody in the department, so we found an employee (Matt) in the main aisle and asked him for his assistance. He was not happy having to help us because it was not in his department. He scanned the boxes and informed us that the store did not have the base cabinet, but the Monroeville PA store did. We asked him how we could buy the 2 taller cabinets and pick the up the next day, so he referred us to the customer service desk. When we went to the desk the store associate (Melinda) told us to go back to the department and ask someone there to place the order. We explained that we were told to come to the customer service desk to place the order and the Melinda asked us who told us that, Matt happened to be working in the paint aisle and we pointed him out. Melinda went over to him and began telling him it was his job to place the order because he had helped us. They had a discussion as to whose job it was, Melinda told us she would place our order and told Matt to pull the boxes, he again protested because it wasn't his job. Melinda walked away and we asked Matt if Melinda was the store manager and he told us she was a DS just like him. I then went to the Monroeville PA store to purchase the base cabinet, their inventory indicated that they had 4, the boxes on the floor under the store model were opened and the cabinets were damaged. The other boxes were on the top shelf, I asked for help and the young man came and asked why I didn't want the lower boxes, I showed him that the cabinets in the boxes were damaged and he insisted that I buy the damaged cabinets at a discount. I refused and he responded that if I didn't buy them he would have to return them. (Not my problem) he kept insisting that I buy them. Today, (4/27/2023) I returned to the Pittsburgh Mills store to buy paint, while the paint was being mixed, I was walking through the tool department. There was a crew who appeared to be re-barcoding inventory. The person who appeared to be the supervisor was telling the other workers something about if the original barcode was missing the product could not be re-barcoded. He then in a loud voice said "I know that I am a dick and an asshole but I will not work with the red team because they keep taking the barcodes off of the shelves and because there are thousands of dollars of merchandise that cannot be sold. I am in the store quite often and know that there are people who bring children with them, this kind of language is unacceptable. Over the years I have spent tens of thousands of dollars in the Mills store remodeling my home. Since Scott the old store manager retired, I have noticed a change for the worst at the store. Apparently, DS represents that the person is a supervisor, the current culture at your stores are that the customers don't matter. There is now a lack of professionalism.”

Helpful Report

Posted 1 year ago

“Derby, ks Lowe’s. I went to buy a 2ft x 2ft 1/2” sheetrock and it rang up $7 a sheet. That’s $56 per 4ft x 8ft x 1/2” sheet. Same store sells a 4ft x 8ft x 1/2” Sheetrock for $11.28 a sheet. I asked for a manager for a price adjustment and was told they couldn’t. I guess I’ll start doing all my business at Home Depot. Home Depot gave me a 1ft x 1ft piece of sheetrock for free.”

Helpful Report

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 53%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Lowes Reviews