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Lowe's

Customer Service Ratings and Comments

Lowe's is ranked #83 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 48.71 out of a possible 200. This score rates Lowe's customer service and customer support as Disappointing.

NEGATIVE Comments

37 Negative Comments out of 44 Total Comments is 84.09%.

POSITIVE Comments

7 Positive Comments out of 44 Total Comments is 15.91%.

Issue Resolution

Reachability

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • store # 2582,chandler,az.Bought a new water heater @ your store.came in next day & asked jason if I could bring my old dead w/h.in. HE did great,he called up I assume a manager & was told I could bring it in. That Saturday,I brought it in only to be told I needed a r.a.? #.Some mgr came up & said I couldnt return it,but would check & see if I could later.Left name & ph.#. & no one ever called back. Im trying to get a job w/ Lowes so I can show them how to treat customers so they come back.this ticked me off big time.

    chris phelps 3/11/10 3:29PM

  • Wasted 5 hours and 4 gallons of gas. Very dissatisfied with the personal at Lowe's in Paso Robles. I was sold a water heater and was told they don't install them. I went to the service desk and borrowed a phone book to call a local plumber to arrange for an installation! When the plumber arrived the next day I was told the water heater they sold me was not appropriate (not to code) for my mobile home. I went and returned it and was never helped getting a cart (one guy told me there was one on isle 29) even though there were more than 4 employees having a good time talking to each other near the exit door. The girl at the return desk, who's etiquette is lacking, directed me to a manager who just started telling me how they do installations, but that they probably did not have one in stock. She didn't get it and offered no apology. What a hassle. Poor management, poor training of a lot of employees who appear to be having a great time there. Hope you are all happy. I am not.

    Anonymous 3/8/10 5:03PM

  • Did not call to confirm delivery on day scheduled. In calling store to find out about delivery all I got was a phone ringing
    with occasional mucic followed by more ringing phone. After three hours someone asked me harshly, What do you want? I told her I had not heard if my delivery was confirmed for that afternoon and want like to know. She said, "12 to 5". I asked what that meant. She said "12 to 5". I hunf up vowing this was my last Lowe's purchase.

    PO'ed 3/4/10 2:06PM

  • I purchesed a new washer and dryer from Lowes earlier this week and set up a delivery for today.. They told me it would arrive between 12-4p.m. at 3:45 I contacted the store to ensure that everything was still on track, the customer service rep told me that she would have the driver contact me to say when he would be arriving. After waiting 45 min with no call I contacted the store again, they gave me the delivery guy who then transferred me to manager Brandon. Brandon offered no apology for the delivery running behind, his only responce was they were busy... He then told me it would be at least 2 hours before they would be able to make the delivery, I have now spent my entire day off waiting and they could care less. Buy your appliances from a local vendor!!!!!

    Eric 2/27/10 4:29PM

  • I brought a whirlpool washer that was deliver yesterday. Since it is free installation, I let the service men hook it up. First they forgot to put the washers in the hose so when they turned on the water it when all over. Next the washer comes with a form part inside the washer. The man could not get it out so he broke it in to pieces. When to level the machine, they said the legs would not screw down any futher so they put a piece of wood under it. Now they run the machine. They left because they said it is fine. So inside the tub are parts of the foam which I had to remove. I called the Batavia store to complain and did get a apology. Today, I receive a call from Lowes that some service men are suppose to come and level the machine. I found on that they were not the ones that were here yesterday so I told them to come over. They were able to level the machine without the piece of wood. They told me that the men that came yesterday are not completely trained and don't listen to what they have been taught. No one can tell me what will happen to the foam pieces that there in the washer-if it will cause damage or not. This machine costed $971. Is this the service someone gets when you buy something?

    Anonymous 2/27/10 4:27PM

  • I had a bad experience at Lowe's Home Improvement. Last week I went shopping at the Lowe's in Warrington, PA. and will never go back to that location again. First, I was standing in line at the customer service desk for almost 15 minutes before I was even acknowledged. There were only 2 people ahead of me and they had quick questions. One lady named Celia was busy running around here and there like a chicken without a head. There was a lady who was sitting on her ass the whole time, but wouldn't bother to get up and look at me and ask me if I needed help. This woman's name tag said Heather. When she finally did acknowledge me, she acted as if I was totally inconveniencing her. All I wanted to do was exchange a tank of propane for my gas grill. Then to top it off, she didn't even do it herself. She simply delegated the task to a fellow named Matthew who was friendly and helpful. She was rude, arrogant, lazy, and had a major attitude. It seemed she just wanted to park her keyster in her chair. I wonder what her salary is, because she doesn't deserve a penny for her work or should I say lack of work. She is by far one of the worst customer service workers I have ever encountered in my life. She flat out sucks!

    Anonymous 2/25/10 3:04PM

  • I will never shop at Lowe's Home Improvement Center again for as long as I live!!! I had a dreadful experience at the Lowe's in Warrington, PA. I've never been so insulted in my life. I'm a senior citizen who is also partially handicapped and has limited mobility. I walk with a cane. I was shopping at your store a couple of weeks ago and had to return a special order door because it was the wrong size. The salesperson entered the wrong size by accident and apologized to me and told me that I could return it and to go to the customer service desk. I came in to return my door and was given the most incredible, ridiculous, hardest time in doing so. The manager on duty at the time was a young woman named Heather Seabridge who was the most rudest person I've ever encountered in my life! She told me that it was my fault and that I gave the salesperson the wrong door measurements when ordering. She didn't want to listen to me and kept talking over me repeatedly. She finally told me that she wouldn't accept the door to be returned and for me to leave with it! As I walked away with my son, Miss Seabridge muttered old peg leg. I left the store in total disgust. I take personal offense to this since I am handicapped. I had a minor stroke a few years ago. How insensitive this woman was to me! I feel the necessary action should be taken and she should be fired for her egregious conduct. Is this any way to treat a customer? If Lowe's employs managers like this, their company will soon decay. I will always shop at Home Depot for now because I can at least get some respect from them!

    Anonymous 2/25/10 2:44PM

  • Bought a new clothes washer and have been getting the runaround on delivery from the Lowe's Poughkeepsie store. They keep telling me a delivery date and then on that date nothing happens. I don't even get a courtesy call to tell me that missing work had been a waste of time. DO NOT purchase something from the Lowe's Poughkeepsie store if you expect good customer service.

    Anonymous 2/24/10 11:43AM

  • Lowe's free delivery reward card!
    The problem here is that they can't replace it have the date has expired!
    I was out of the country for a while by the time I came back to use it, They told me it was expired! WELL GOOD LUCK TRYING TO GET YOUR MONEY BACK!

    Anonymous 2/23/10 12:00PM

  • I was at the store ridge rd in Cleveland. I bought hardwood floor $3500. I bought the hamer and the wall spacers. I tried to return 1box of spaces and the hamer. As soon as I walked up to the counter the teller said that is not ours over and over and over like An broken record. I finally td her to stop saying that. She called for help. Her supervisor came up and treated me like I stole something. It seamed like. He said if the hammer wasn't an the shelf he cod not give a refund. He insisted that I went somewhere else to purchase the hamer. I told him that I bought the floor here at lows. He told me he didn't give a care very rood... I should take everything that I bought there back and there is a lot of Mercenaries. I need something done about rhea. Why would he say I must of purchased the hammer somewere else. Why would I buy the floor there and go and buy the hamer at another store and he didn't have a care.

    Ovidiu 2/18/10 1:22PM

  • Just ordered carpet. Was called a week later to state that the carpet was discontinued. Went over THAT day and ordered more. A week went by, got some calls at the home number, but no message. Finally called them five days after the re-order to see what was going on. IT HADN'T EVEN BEEN ORDERED YET, because they needed the credit card number. We were told when we left that everything was in order. So, because it was ordered six days late--on the 5th--they said it could still be installed on the 15th. WRONG!!!!! Now it won't even be delivered until the 17 or 18th. Now I'll have to take another day off of work.--and that doesn't even take into account the "tack strip" controversy. Not a happy camper, and will re-think going to Lowe's again. Even when they called with the first quote--they said the installation would be $600 when in reality it was abou $140!!! That's a difference.

    Flathead Creek Road 2/11/10 2:26PM

  • First time homebuyer new to the home repair and decorating experience. Received the worst unhelpful customer service available from a employee working in the paint section around 10:50 a.m. Employee acted as if they were to busy to to answer questions . Tony acted as if he new every thing there was to know about my paint selection but proceeded to screw up my order several times and waste time and products. This could have been avoided with simple curtious customer service and communication skills. Thanks Tony for making this the worst Lowes experience of my life I hope you treat your remaining customers better.

    tarka 1/30/10 9:01AM

  • Very rude unhelpful customer service in the kettering maryland location January 29,2009

    tarka loney 1/30/10 8:42AM

  • Hello, I went to your store located on Oakland Blvd, Fort-Lauderdale on 01/29/2010 to purchase a can of Thompson sealant , Honey Gold. They were out of it. So I looked around to find help, hoping an employee could tell me when they would receive more. No one! I went to the customer's desk , and an employee paged someone to help in the painting dept. Waited 10 minutes no one came. They paged again...still nothing . How can this be possible? I left ...total lack of service .

    Michael Champagne

    Anonymous 1/29/10 9:51AM

  • I wanted to remodel my kitchen and went to Lowes in Holmdel New Jersey. I had problems with the design in the beginning due to the fact that too many cabinets were going to be ordered for the alloted space of my wall. On delivery day I was informed by Lowes installer that I was missing two cabinets. After several calls to the store and the cabinet company I was told the correct amount of cabinets were there all the time.
    Upon the installation I was expecting what I ordered,which was an Island to sit four people. I received a 30inch cabinet instead.
    I immediately called the store for a supervisor. He told me he would pull my paperwork and call me back. I never received a call. I had to go to the store and speak with another supervisor. The next day I was yelled at by the woman who designed my kitchen telling me that "Your not going to Bulldoze me LADY" She also told me that "I was looking for a problem from the beginning and now I have one."
    I now called the store manager. He told me "I probably didn't listen in the beginning and that is why I have this problem." I explained to him that I was a customer that does do alot of business with Lowes. He said "He didn't care if I spend one dollar or one hundred thousand dollars." I did call the 800 number. I have documented all names and I D numbers of all involved.
    I would not do business with Lowes. I wish I would have went on this site prior to my kitchen disign. I intend to take this awful experience that I have had to the limit. I feel like I'm being robbed by this awful company. Everyone, avoid Lowes.

    elzb 1/18/10 1:10PM

  • We purchased all cabinets and appliances for a complete kitchen remodel from Lowe's (Issaquah, Wa) in October 2009 with a completed install date before Thanksgiving 2009), and would never reccomend Lowe's to anyone.
    It is now Jan 18,2009 and we still have not had the built in microwave over installed, the caninet drawer under the 6 burner gas cook top cannot close as the cabinet was mis-ordered, the toe kicks are loose, the cabinets have two different interior stains between the wall cabinets and the island cabinets, all the cardboard boxes from the cabinets are still onsite taking up space we need, and we have had little to no response from multiple trips and calls to the local store sales manager John Aspiasa or the store manager.
    This is only a partial list of the problems we have had with the Lowe's relationship, and want to make sure we alert anyone looking to purchase from Lowe's is fully appraised of what they are getting into before they purchase anything in the future.
    Over promise and under-deliver should be the slogan for Lowe's.

    lands65 1/18/10 9:59AM

  • I will never shop at Lowes again. Recently bought $2,000.00 worth of carpet using their "$139 for entire house installation" offer only they didn't tell me when they carpeted the bedrooms, the closets weren't included. Actually, of the 4 bedroom closets I have, they carpeted 1 1/2 which makes no sense. The installer said he wasn't "allowed" to finish the closets as it is an extra charge for closets and it wasn't on the order. They never told me this to begin with and I had instructed them to carpet the closets. Now they won't cooperate and, after spending $2,000.00 on carpet, we have to install in the 2 1/2 closets left ourselves. Bad experience, we do not recommend using them. It took 3 months from the day we went in to get the carpet to install. Installer spent half his time on his cell phone. Awful.

    Anonymous 11/25/09 4:51AM

  • I will never shop at Lowes again. today my husband started to level the washer we bought on oct. 31 2009. That could not be done because one of the legs were bent. I didn't even bother calling them I called whirlpool and they are sending me the replacement part. Lowes were suppose to level the washer when they delivered but said they couldn't because water faucet was leaking said i had to call a plumber but instead of leaking water faucet deivery men had crossthreaded the water intake hose. I finally got paid by Lowes for having to call plumber. after I had plumber come in they should have offered to install washer properly. I think the delivery guys knew they had bent the leg of the washer. washer is a front loader. My husband wanted to call Lowes today and have them level the washer but I told him no. Lowes would only make it worse. I have had it with Lowes and their poor customer service.I was so stupid I bought the extended warranty. Never again. Lowes tries to make customers think that everything that goes wrong with their products is the fault of the customer such as mis use. i will not shop there again.

    Anonymous 11/23/09 7:44PM

  • I have had an extremely negative experience with Lowe's and their failure to provide any customer service.

    In December 2008 I purchased a $750 Samsung dishwasher. The diswasher was installed in January. By September it was totally non-functioning. As it was still under the original warranty and as we had purchased the extended warranty I was confident that it would be repaired. We contacted our local Lowe's in Longview Washington and were told that all repairs were handled through a clearinghouse and we needed to call the national clearinghouse and parts would be sent to us and we should then contact the local store about arranging to have the dishwasher repaired. We contacted the repair clearinghouse and were told that the parts were back ordered. We called weekly only to be told that the parts were still backordered and that they could give no estimate as to when the "new" dishwasher might be repaired. They mentioned the good news was that, since we had purchased the extended warranty, if we had two more repairs they would replace the dishwasher. Since we could not get the dishwasher repaired and operational, this didn't appear to ever be an option.
    After almost two months of waiting for parts for the repair, we talked to the appliance manager at the store where we purchased our dishwsher. He told us that we needed to contact the repair clearinghouse and tell them that the manager had said that we were to ask for an RA-replacement authorization.

    On November 12, 2009 we called and asked for the RA. Instead of providing us with the replacement authorization we were told that we had to contact Samsung. We contacted Samsung and were told that we would be contacted within two days. When we were not contacted in six days we called Samsung and were told that they were having computer problems and could not access any info about us and our dishwasher.

    Lowes appears to have no interest in providing any customer service or in ensuring that their customers are satisfied. I would have thought that the fact that my appliance was covered by two warranties would have counted for something, but I can not get Lowes to do anything other than pass the buck.

    My experience has been so negative that I would never consider shopping at Lowes atain.

    neveragain 11/18/09 10:21PM

  • I bought a washer at Lowes Sandusky OH on oct 31. the washer was delivered on Monday. Installer cross threaded the connection without telling me. He just told me I needed to call a plumber because he couldn't get the old hose off. He turned off my cold water. When my plumber came on tuesday he found the connection cross threaded. He was able to rethread the connection and put on the new hose which came with the washer. I called Lowes today and ask them to reinburse me for the plumbing bill. I feel they owe me this, because their installer was the reason I had to have a plumber come. I could have just used the old hose if he had not cross threaded the connection on the washer.the manager at Loews told me she checked with a technican and he said the plumber could not have rethreaded the connection if it had been cross threaded. Loews spoke with the installer and he is denying that he crossthreaded the connection. My husband and I are to take the plumbing bill in to Loews on Saturday and they will decide if i am to get reinbursed for the plumbing bill. If they don't pay me back I will never shop at Lowes again. I should have known better than to buy a washer from them, because back in the summer I bought a light fixture that should have taken about 30 minutes to install, But it took them from 12:30 to 4:30 to install. They broke my light switch and replaced it with one which is not like the one they broke. I learned my lesson never never Shop and Lowes for anything that you are going to have to have them install

    Anonymous 11/5/09 11:18AM

  • Lowe's Rebate program is a joke, I purchased a washer and dryer. I was suppose to receive an 80.00 rebate for the delivery charge in 4 to 6 weeks. I still have not receand ived it after waiting over 3 months.

    Miles1707@aol.com 10/22/09 9:31PM

  • I sent to the new Lowe's in Auguata Maine this morning looking to buy windows and doors for a garage we are building. I entered the store when a nice man asked me if he could help. I said I am looking for the window department. He pointed the way. I said "is there going to be someone there to help me? He said yes.
    I arrived seeing no one in the area. I waited 10 minutes, but still there was no one. I preceded to look up and down the rows until I saw someone who looked like they worked there. I asked him to help me. He said he knew nothing about windows, but would send someone asap. I went back and waited 15 min. more. I then went looking and asked a second person who told me the same thing. I went back and waited 10 more min....still nothing. Does anyone work at Lowe's?
    Barbara Worthley

    rebaworth 10/3/09 11:25AM

  • I have grown used to Lowe's pathetic nationwide customer service, but today 30 September 2009 our local store in Hopkinsville, KY exceeded even my dismal expectations. I went in to buy some screws and pick up a special order stove pipe. As I stood with my money in hand at the customer service cash register after being rung up, the checkout girl took two in-store phone calls. After finishing her conversations she acknowledged my presence and took my payment. I informed her that I had a special order to pick up. She asked my information and called for any unengaged associate to come to her register for a code 50 pick up.
    At this time I noticed one associate talking on a phone in the aisle, two at the customer service counter doing nothing, and three at the paint counter waiting on one customer. After 5 minutes she called the code 50 again. At this time two associates walked by me, another returned from break turned her coat in to the customer service girl and walked to a register. After 10 minutes she called a code 50 again, when an associate finally appeared she sent them to help another customer who was checking out.
    At this time I told her to call the manager. Which she did and she picked up the phone, asked for my information again and called the back room for someone back there to get my product.
    Then a kid who looks all of 25 years old named James appears after 20 minutes of my time has been wasted, I asked if he was the manager. "One of them" he replied sarcastically.
    I explained my problem and how long I had been waiting. I pointed all the associates who had ignored me and explained that our county has a 17% unemployment rate and I could get him 100 folks tomorrow who would be glad to wait on customers for a job. He explained he had plenty of applications. At which time he pointed out that the pipe was at the register and the girl would check me out. Without a "sorry", apology or "thank you", or offer to discount a few bucks off for my 20 minutes of wasted time, he turns his back and walks away.
    Its no wonder the employees are so sorry if this is managements attitude. Ill shop home depot in the future. Considering I spend about $20k a year at building supply stores, its a big chunk of change Lowe's will loose.

    former customer 9/30/09 6:01PM

  • I am extremenly unhappy with my Lowe's reward card experience. It was advertised for the delivery charge to be rebated. What I received was a VISA card --not a rebate check and when I pulled it out of my wallet just now to use it -- it was expired -- only had a short time to use it. I called the credit card number then Lowe's then the rebate people at Lowe's -- all to get nothing. I will not be a Lowe's shopper in the future! What a racket!

    Irritated shopper 9/17/09 1:39PM

  • I went to your Lowes location off of Peachtree Industrial Blvd in Doraville, GA at 2:30 on Saturday, Sept 12th. We were going to paint our future babys room. We had a few questions and needed some paint mixed but there was nobody in the paint dept, we tracked someone down and they paged someone. Meanwhile, 3 other customers had came up and they had someone paged, about 30 minutes later from our initial page, someone finally came and started waiting on someone else, we finally just decided to leave the store and go to Home Depot. I agree, Lowes has the lowest price but the customer service I received at Home Depot far outweighed the lower prices on paint at Lowes. I'm sure this won't get printed but couldn't figure out where else to go. Thanks for you time.

    Disappointed 9/15/09 7:41AM

  • My husband and i went to the lowe's store located in brevard N.C to get some shelves and things for our closet, nobody was there to help us, we press the button several times and nobody came to help us. we could hear the intercom but still, then after waiting so long i decided to go to the front desk and ask for help, they said they were going to send someone but it didn't happen, i asked an employee if he could help us and he said to go to the plumber department and nobody was there, i was so tired of waiting for people to come help us so we decided to leave, that was a ver bad experience that we had from the store employees. i found out that Home Depot its a better store because everybody is really nice and they are always asking if you need help.

    lowe's 7/11/09 2:24PM

  • My wife and i recently visited lowes in north colo sprgs and found some appliances that we liked and had them set aside and later that day we got a call saying another associate had sold the fridge we were coming back to get this is the second time at this store in the same week and same associate!! My wife and i are done with lowes we will purchase our deck and counter tops from else where!!!!

    Flipboy 5/15/09 7:31AM

  • I was recently in the Lowes store in Corona store #1743 and I was outraged at the lady working the cashier in the Garden department. When i was paying she did not ask me for my id when i used my credit card however I showed it to her anyways. When she looked at it she said that the card did not belong to me. Was she blind or something she then continued to spell out my last name saying it did not match my id. Im not stupid I know how to spell my own name. She then continued to tell me I could not use my card because she would be put on the line as if I care she was stupid and did not know how to check an id card. I continued to tell her that its my card and I have never had problems with it before. I will never return to Lowes again instead I will shop at Home Depot.

    Anonymous 5/12/09 1:43PM

  • My wife and i went in the Tampa lowes store today and walked out swearing we wouldn't go back!!!, we just moved in the area, bought a house a needed, everything, i mean appliances, cabinets, fencing, blinds, lights etc. however after chasing one employee to just get directions to merchandise on the other side of the store, and finding an employee that was extremely rude and no help we decided this store wasn't for us, and we will let EVERY incomming soldier airman and everyone we know not to shop there !!!

    dissapointed in lowes home impro 1/24/09 6:06PM

  • My husband and I visited the Alpharetta GA store today and found the staff to be lazy and unwilling to help us. We walked by 9 employees and not one of them would make eye contact, obviously afraid they may have to actually answer a question or walk two feet to help direct us. We had planned on having Lowes help us do a major window project but walked out and took our business elsewhere. In this economy, they have GOT to treat customers better or Lowe's will soon be asking for a bailout! This is disappointing since we have made several large appliance purchases from Lowes in the past and were always treated well. What a difference a year makes!!!!

    Anne in Roswell 1/18/09 9:46PM

  • We have done a lot of home projects and spent thousands of dollars at Lowe's. Recently, we bought windows that Lowe's measured for and we chose someone else to install them. The measurements were 2" off on each window, and two windows that were supposed to be "regular" windows, were the roll out casement type.

    Even though Lowe's guarantees their measurements, they told us they would not do anything about our ill fitting windows. And that their guarantee of correct measuring is only if their installers install the windows. I am not sure what difference it makes who installs them if they are two inches smaller than the opening.

    Recently, we bought a shower head and eight days later it broke. Of course without the box it came in or the receipt there is no exchange or refund. The manager (Allen) was quite rude.

    Economic times are tough. Wake up, Lowe's! If you continue to treat your good customers poorly then the few dollars we have to spend on home improvement projects will certainly be spent somewhere else.

    Sandy 1/12/09 9:21PM

  • Yesterday on 11/28/08 my son and I went to Lowes to pick out some blinds for the house. We were not greeted with happy faces. We had trouble from the start trying to get some blinds cut down to size. We was made to feel as if we were imposing on their time. When we finally finished our shopping the gentleman at the check out counter was the only nice person we encountered. He made a mistake on charging the blinds and over charged us $10.00. We were directed to customer service who we were told could fix the problem. When we finally made it to the front of the line the lady seemed annoyed. She called over another employee assuming she was a manager to help with the problem. She stated that this could and would be taken care of immediately. She went back to get the correct prices of each blind. We had four total. When she returned she put in the numbers and assured us that the money was returned to the card immediately and that the correct total had been taken out. The very next morning we were online checking the bank account and found that the charges at Lowe's were not taken off and we were charged four times, which over drafted our account and cost us way more than the blinds were worth. When we tried to contact Lowe's to have the problem fixed the lady was extremly rude and refused to assist us in making the problem right. We have been loyal customers for several years and feel that if we are going to be cheated and treated this way to make a few extra bucks we will take our business to THE HOME DEPOT for now on.

    upset customer 11/29/08 11:30AM

  • This is a long one, so brace yourself.

    My wife and I recently purchased our first home, and to spare you the details, we'll call it a handyman special. Obviously, a full kitchen remodel was involved. We chose Lowe's for our counters and cabinets and were recommended a sales associate named Cathy Kovac to help us. Cathy was *GREAT*. We first met with her in late September and she helped us make some great choices on not just our counters and cabinets, but on flooring and accessories. It was a wonderful experience. Our cabinets were ordered on October 3rd and the process went smoothly and we received and installed them on October 24.
    Then comes the counters. We originally went with Corian because they were running a special, but my wife changed her mind that she wanted granite. This is where things begin getting difficult.
    We are actually in closer proximity to the Eatontown, NJ store, but chose the Holmdel store because Cathy came so highly recommended *BY ONE OF THE EATONTOWN EMPLOYEES*. Holmdel is an additional 20 miles from our home, so we can't just jump in the car and head on over. So we had to try and make the change largely by phone. We made call after call which Cathy did not return. We finally just got in the car to make the changes. We met with Cathy (who was noticeably curt and rude), paid the difference for the upgrade, and set up our template appointment since our cabinets were already installed.
    Fast forward to two Mondays ago (November 10). A gentlemen from Benchmark performed our template and reiterated (as Cathy had originally told us) that the granite would be installed within 7-10 business days. Perfect timing considering that all of this work was planned out around having our parents and siblings to our home for our first Thanksgiving in our first house.
    Cathy calls to tell us that we will actually be receiving a reimbursement because the cost came in under the original estimate. Great news, however, she fails to inform us that the fabricator won't cut the granite until the adjustment is officially made and signed off on. So we sit around waiting for a good day to drive out to Holmdel.
    My wife called Monday night to confirm Cathy would be in on Wednesday (yesterday). Cathy says that we better make the transaction over the phone because they won't fabricate until the transaction is finalized. News to us. So my wife gives her our credit card number over the phone, and we naturally begin to stress out that we won't have our countertops in time, which means that we also do not have a kitchen sink, which means that we also cannot hook up our dishwasher or refrigerator.
    My wife calls repeatedly all day Tuesday and Wednesday to get a hold of Cathy to confirm that everything went through. No return call. Finally, we get a hold of Cathy today. Instead of reimbursing us the difference, she re-charged our credit card for the entire amount. So we've now been charged twice for the countertop, plus the difference between the original estimate and the final cost. Our trust in Cathy and our faith in Lowe's has now been utterly destroyed.
    I gave a call to Benchmark to confirm everything Lowe's had told us and they tell me that they've been waiting and waiting for the PL to get moving on the order, and that even if they received it today, there is no way they can have the counters ready by Thanksgiving. Our holiday is officially ruined.
    I speak to the store manager Jeff and the installations manager Cathy (a different one), and the best they can offer me is a temporary countertop and sink so that we can still have our Thanksgiving dinner. Sounds nice at first, but what they don't mention is all the headache involved in this. We have to drive to the store (again), find something that is in stock that is to our liking, rearrange our work schedules so that someone is home for the installation (again), attach plumbing that will just have to be redone when our real counter and sink come in, schedule ANOTHER visit to uninstall once the real counter comes in, and ultimately, explain to our families why our kitchen looks ridiculous. Needless to say, we did not take them up on this offer.
    And that's not where it ends. When we installed our cabinets, a measurement was off and we had to special order a new part. Obviously, this is not Cathy's or Lowe's fault. What is Cathy and Lowe's fault is that when we went to the Eatontown store to place the special rush order on the piece we needed, the sales associate, Anthony (who is very kind, understanding, and helpful) said we had taken advantage of a great deal by waiting until October to place our cabinet order.
    What? Great deal? Turns out, Shenandoah was running a special 20% off offer for all orders placed in October. Cathy, as pleasant as she was, apparently didn't feel the need to inform us or compensate us for this special. 20% of our cabinet cost is $860. We sure could have used that to go towards our tile, light fixtures, bathroom vanities (with granite tops), faucets, plumbing materials, blinds, replacement window, moulding, and the number of tools and accessories we purchased at Lowe's.
    So all told, we have: purchased roughly $20,000 worth of merchandise at Lowe's in the past two months; been left without a countertop or kitchen sink; have been treated rudely and unprofessionally; have been ignored ever since our credit card was swiped; have had our credit card double charged; are owed nearly $3000 (between the double charge, the difference in the cost of the counters, and the additional 20% that was never taken off our cabinets); and have had a major holiday ruined that would have been a special and memorable occasion for our family.
    What has Lowe's done for us? Absolutely nothing. Something needs to be done *IMMEDIATELY*. There are some serious damages here that need to be rectified.

    Anonymous 11/20/08 1:15PM

  • My wife and I visited the Lowe's on Beach Blvd., in La Habra, California on Monday Novemver 10, 2008 at about 4:30pm. We knew what we wanted and went straight to the "millwork" desk to place our order for a backdoor. We found nobody there to assist us so we pressed the "help" button and waited. Six or seven times a page went out over the intercom for customer assistance at the "millwork desk", still nobody came. After waiting for about 15 minutes, I walked to the customer service desk while my wife continued to wait. Someone there again paged for help, and still nobody came. He said that people were "at lunch". But shouldn't there be someone to "cover" for people "at lunch"? I walked back to millwork where my wife was still waiting and we walked out. We were completely disappointed and you lost a $400 sale.

    raulacedo 11/11/08 8:45AM

  • To whom it may concern: I was in your Tupelo store with my partner today and was affended by the department manager in christmas and lawn area. We walked over to this department manager (it looked like she was maybe doing price changes or something.) He said excuse me can you help me find something. She never said a word. He told her what he was looking for and she pointed in the direction it was located. She never greeted us or said anything. We walked over to see where she was pointing to and did not see them. She watched as we did not see them. She walked over and pointed again,as she rolled her eyes at me.We went to the Customer laugh at desk as they laughed at me and my partner (because he was upset)for asking for a manager. It was embarrasing to know that that many people were laughing at us because we had a issue with a team member. Perhaps she had a problem with us being gay. A zone manager called the store manager up to talk to us . Phillip ask what the problem was. My partner told him the issue and he did not act concerned at all. My partner told him that we spend a lot of money in his store .His response was EVERYBODY spends a lot of money here. At this point he made me mad. My partner told him that it would not be us anymore. We then left the store. He stated as we were walking out that he is sorry that he feels that way. I am a retail manager of a large company and if I treated anyone like the store manager did us I would loose my job. In this tough economic times I need every guest that I can get. I make it a point if you leave my store you will leave happy.The store evedently has a problem with GAY people.Word of mouth is the best advertisement as well as the worst. I will make sure that everyone I come in contact with know the situation that happened to us at your Lowes in Tupelo, MS. Thanks for listening to my Concerns. Scott Trulove

    Anonymous 10/31/08 10:48AM

  • I was in the Lowes in Tupelo,MS and was treated very poorly. I ask the (Department Manager) in the Christmas and garden area if she could help me.She spun around to me like I was bothering her.(She did not speak at all)I thinks her name may have been (Beverly).I ask here where the plant caddys were .She pointed over by the christmas trees . I walked over to see where she pointed . I did not see where she pointed . She walked back over and pointed again. She rolled her eyes and walked away . At this point she has not said anything. I walked up to the customer service desk and ask for a manager. A Zone manager walked over and told me that the manager would be up shortly(he was very nice. All of the employees at the customer service desk were laughing at me because I was upet over this . The store manager walked up (phillip). I told him about the situation. I told him that I spend a lot of money here. He said Yes sir I know but everybody spends a lot of Money here .My comment was it wont be me. He said sir Im sorry You feel that way . At this point I walked out. It is sad that this is the way a Your Store Manager treat his guest. Thanks for listening to my concern. John Ingle

    Anonymous 10/31/08 10:13AM

  • As a pretty steady customer at Lowe's Market Place, Hamilton Twp. N.J. store, I find it very unprofessional of some of the store employees when they just do not truly care about helping the customer. I originally went there to get a simple replacement part for my B&D string trimmer that I had purchased at their store some time previously, and I ended up buying a pressure washer that cost me over $300. However a simple bump cap, part # ST4000, & Lowe's could not provide it, nor would the employee who was supposed to be helping me, check with one of their other stores, or confirm that the part would be ordered. I was simply told well "We don't have it as we must be out & I don't know when & if we will get it". That is some pretty lousy customer service. Since they did have a different bump cap with different part #, the employee suggested I try it even though it was a different number. Naturally it did not fit & at the price of gas today, it cost me more to return the item than the item price. [ I should have even canceled the power washer sale considering the lack of care I was receiving.] Then a different employee tried to get me to buy a Robi replacement bump cap, although it is the same radius size, it will not fit a B & D trimmer, as I knew from past experience. I'm sorry to say this is not the first time that Lowe's employees have been so unhelpful, especially when I know very well that the part is available, but they do nothing to assure you that they would get it for you, or check with one of their branch stores for availability. This past pre-Christmas time I tried to buy a B&D power saw, & the same store happened to be out of it, but they would not let me order it or did they check with one of their branch stores for it's availability. I eventually did get the item but at their competitors store. Unfortunatly, my present quest for this B&D #ST4000 bump cap was not in stock at their competitors store either so I guess I just can't use my trimmer until one of the Lowe's stores has it in stock again. Maybe, because its such a low cost item Lowe's doesn't see it as beneficial to satisfy the consumer; but it should be noted that it was this small $4-$5 item that I went to Lowe's & ended up buying the $300 power washer. Thank you for letting me vent.

    Anonymous 6/16/08 5:35AM

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  • I impressed a company that is concerned about getting IT RIGHT. I've had an issue with my carpeting installation, the local store wasn't responding in Concord, NH, so I called Lowe's HQ and the person at HQ had someone had the store handle it immediately. Go Lowe's love you!

    Gingersugarcandy 3/5/10 12:17PM

  • HI
    JUST WANTED TO C0MMENT HOW PLEASED I AM WITYH MY NEW GE WASHER. I HAD IT SPECIAL
    ORDERED AND IT WAS DELIVERED TODAYS RIGHT ON TIME AS PROMISED. THE DELIVERYMEN WERE MOST COURTEOUS AND KNOWLEDGEABLE. SET UP QUICK AND CORRECT.
    THANK YOU.
    SC

    Anonymous 3/1/10 2:56PM

  • My husband and I recently purchased carpet for our house and we were so pleased with the great customer service. Jeremy Vanam was so helpful, and answered all our questions, he is very knowledgeable. I can not thank you enough, Jeremy is a great asset to your company, and our carpet looks beautiful! Thank you again Jeremy! Randy and Kelli Collins.

    Randy Collins 2/14/10 7:54PM

  • Thanks to Jack Airich III, at store 1521 Bft,.
    Monday December 14, 09. I stop in at Lowe's just looking and comparing prices on a storage shed. I ended up with the shed and with a 10% saving. Salesman like Jack, made my purchase very easy and saving on my valuable time. Thumbs up to Jack Airich III.

    Jack Airich III 12/15/09 9:22AM

  • Went back to Lowes with plumber bill. they took the plumber's bill and deducted it from my credit card. I was happy with this. The clerk who waited on me was very nice. If I shop at Lowes again I will let them know as soon as possible if I have a problem with the installation of one of their products.

    Anonymous 11/7/09 10:25AM

  • They were great about refunding--even on big ticket items. I ended up exchanging and will buy more there.

    Anonymous 8/30/09 5:31PM

  • It was almost like a TV commercial....only better.

    Fathers Day was getting to be a real challenge. My Dad has wanted a garden seat/kneeler for the past two years. Twice we bought what we thought would be nice and twice we ended up taking it back. That was not going to be the case this year.

    This year there was going to be no mistake. Dad found 'exactly' what he wanted on the inter-net and even printed out a picture. Knowing that my brother and I would not go shopping until the last minute, he gave us the print-out as we went out the door to conquer the annual problem.

    As we wandered store after store with the picture in hand we had no success. Then we came to realize that even though it is on the inter-net it may not be available in the stores. We came to this realization as we scoured the shelves at "Lowes". Totally discouraged, we headed to the car.

    Before we reached the car a "Lowes" employee that had come from the store after us asked, "Didn't you find what you were looking for?" We explained what we were looking for and he said "I'm not familiar with the item but I know who would be. Let me page Brandon, he knows everything about the stock." His first effort to find Brandon was not successful so he tried another expert that was not quite as well versed. He admitted that he did not know if they had it. Undaunted, our advocate said, "I know about where Brandon is in the store. Would you like to go with me to find him?" We agreed, and off we went.

    Sure enough we found Brandon and explained our quest. He thought a minute and said, "I think we have one of those, I'll take you there" He scurried through the store into Lawn & Garden, pulls out a small John Deere tractor and pointing to the floor said,"There it is!"

    You would think that would be the end of the story but it's not. Yes, we had found it, but the reason it was "hidden" was because the package was damaged but the seat/kneeler looked fine. Brandon put a special 'damaged merchandise' price on it that gave our adventure a very happy ending.

    Dad, who is already an avid "Lowes" fan was delighted. Now there are two more "Lowes" fans..

    Paul 7/6/09 12:37PM



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