- Submit your comment >>
I just talked to Eric who is an Executive of Lowes and he made me feel like they just want the customer to feed into their lies about what really goes on at Lowes complaint department. I'm African-American woman who experienced the cold shoulder at the Downingtown Pa office. Rich from the downingtown office said the person that I complained about acknowledges what happened and Rich apologies for what happened to me.
The Executve Eric calls and says Rich was trying to locate the people. This made me think maybe he just said this to appease me just to keep me as a customer. So when I confronted Eric he said he was sorry for misleading me. Well by now I'm mad because I feel you don't take these complaints serious. So as fas as Lowes is concerned your done and I will pass the word on to other customers.mememe 2/24/14 5:54PM
We have a warranty on our frigadaire refrigerator that we bought in 2012. We have the same problem with it before -does not keep anything cold - something you might like with your frig. We called them and we have been TWO WEEKS WITH NO SERVICE ON OUR FRIG!!!! Our food is being kept in coolers. All that was in the frig spoiled, this is the second time this happened. No one has gotten back to me except the repair man who said we needed a new compressor that would have to be ordered. Just got a message from the repairman saying lowes was going to hire someone else to come out. HAVE NOT HEARD A WORD FROM LOWES. EVERYTIME I CALL, I AM ON HOLD FOREVER!!! D not buy ANY APPLIANCES FROM LOWES. THEIR SERVICE IS DESPICABLE!!!!!!SLS 2/23/14 5:13PM
I walked into the store to price an entire kitchen make-over. We waited patiently for 45 minutes for the only "specialist" to return from lunch. My wife and I were greeted by an annoyed representative returning from lunch. We explained to her that we needed prices on counter tops and her only reply was "I have to look it up," but she starred at us and didn't look it up. It was a strange interchange. Then the woman stood up and implored that she only worked with appointments, but we were the only customers there with her. We stood up and gathered the pictures and measurements of our kitchens that we had furnished her with and walked away. We were upset and explained the situation to the floor manager who apparently knew of the disgruntled "specialist."
I am taking my money to Home Depot down the street.
This Lowes is located in Miami, FL. off of Kendall Drive and 137th ave.Anonymous 2/23/14 3:31PM
visited Lowes yesterday to purchase a replacement ceiling fan - total cost $90.23. My husband wrote a check for the exact amount (our check number 22,410 - we write a lot of checks!) there were other customers in line waiting to make their purchases when to cashier announces that the check was declined! Needless to say we were alarmed and embarrassed. I used a credit card (which as a rule we try to limit) so that the rest of the customers were not waiting. Had my husband been there alone he would have had to leave the item as he does not use a credit card. I immediately called our bank and was assured that our account had in excess of 40 times the amount of the check. I called the number on the receipt and was additionally assured that there was no negative information relative to our check or any transactions we have ever had with Lowes. When pressed to find out why we had been embarrassed by the lowes system I was repeatedly told that our check was declined for "preventatve measures" to protect me (in case someone had stolen our checks) and the store but they could not give me any definative reason as that might jeopardise their secret system for future fraudulent activities. For the record we have never had any problems with our checking account - period. They put us on a 21 day VIP status and wanted to send us paperwork to make that status permanent. I don't even know (or care) what their VIP status is - I do know that I am (was) a regular Lowes customer and now I do not feel confident in making a purchase at Lowes unless I have cash without risking being embarrassed by a cashier who is powerless to give me any information or even to re-enter the check for approval. I called the store to let them know that there was in fact not a problem with my check and to reiterate the information contained above but apparently the store manager is not interested or concerned. So, other than relate an official complaint we can either risk future embarrassment (through no fault of our own) or simply shop at Home Depot.Diane 2/19/14 12:45PM
Do not try to call them on their 800 customer service line...unless you are well fed, well rested and won't need to eat or drink or sleep for a while. The on-hold time is ridiculous. In other words, the effort it takes to get through the robot lady's enormous list of unfolding questions will drive you over the edge long before you FINALLY hear a human voice.Dee 2/18/14 9:53PM
I can' beleve we have two months of winter left and a big outfit like you are out of wood pellets. What are people who heat there home wiht them supose to do?sebe01 2/18/14 11:41AM
HORRIBLE phone service. Tried calling to speak with someone in appliances, was bounced around all over the store. Then tried to speak to management, was left on hold for several minutes, bounced back and forth to several different departments then after waiting several more minutes, listening to the crappy elevator music, they hung up. Fianlly, I got "John" on the phone who apologized for the appliance rep who was late to work. But, how does that even make sense? Why apologize for someone who wasn't even there to bounce my call around and hang up on me???? I don't get it. They're even worse in person. I'm giving up on you Lowe's and sticking with Home Depot.Annie 2/18/14 8:15AM
We bought a washer and dryer from Lowe's in 2009 and added an extended warranty that is due to expire in October 2014. We were told at the time of purchase that the warranty covered everything, including standard maintenance. We have not had to use the warranty so far, and decided to call and have some standard maintenance done on our machines before the warranty ran out. Upon contacting the representative we were told that there is no standard warranty. We feel that we were deceived and spent a lot of money for something that we are not going to get. We are VERY unhappy with this situation and will NOT shop at Lowe's any more.Angry 2/6/14 7:24PM
commercial sale lady REGENCY LOWES JACKSONVILLE FLORIDA AT ,very rude and not patience , she cut the call when I was asking for product , very bad service,gdc 1/25/14 10:25AM
I'm currently remodeling the bathroom,down to the studs,new everything.I've spent thousands at home depot and less than $150 at lowes. why ?? their employee's have the worst attitudes I've ever seen. I would rather walk around looking for something than to ask for their help, their friendly hello when you enter is such a fa栤e !!I do a lot of projects around my home,but I try to keep lowes to a minimum.slypri 1/25/14 8:32AM
I just recently bought a washer dryer combo and wanted it delivered. I told the sales person that I lived on a dirt road and it would be difficult to access and they should not have a truck that was larger than a ups truck about (height no taller then 14ft and no longer then 25ft). He said it would not be a problem and wrote it on the order. The day they were set to deliver I spoke with a person at dispatch and the driver and told him the same thing. When they got out to deliver my machines they said that there truck was too big to and they would be unable to deliver. They told me they would call me back in a half an hour and let me know what they were going to do. I was able to borrow a pickup truck from my neighbor to go get the washer and dryer. This took about an hour and they had not called me back. I called them back to let them know that I had a truck and would be able to get the washer from the top of my street. They said they would look into and call me back within the hour. I waited 2 hours and called them back when dispatch told me that all trucks were on their way back and she could not help me, when I asked to speak with the manager I was told that he had already gone home for the day. I waited until 10am the next day to see if anyone would call me back no one has. After all this I decided to return the machine, I called Lowes to let them know that I wanted to return the machine and they said it was out for delivery and they could not return the machine. I called the shipping company and they told me it was not out for delivery and that they only do Lowes delivery on Tuesday and Thursday. I called the manager of the Lowes store back and told them what the shipping company told me and they said that I will have to wait until the unit comes back to them before I can return it. Now I am out $1300 and have no machine and no way to get my money back and no one has any idea what is going on… Do yourself a favor and shop at Home DepotAnonymous 1/24/14 12:49PM
Appliance service is virtually non-existant.
Whenever you call Customer Care, you are put on hold with a recording saying they are experiencing longer than normal hold times (happens every single time you call). When you do get a representative, you are informed they will charge you to have someone come out to look at your appliance, even though it is under warranty. No one representing Lowe's ever seems to take your situation seriously. I have worked at Lowe's and have been told employees are just doing according to Corporate instructions. - what should this tell you when you are considering an appliance purchase from Low's?jim 1/19/14 9:50AM
Terrible service and despicable business ethics. Ordered a lithium-ion screw-driver online to be picked up at the local store. They claimed that the store will contact me when the item is ready to be picked up. My credit card was immediately charged. 3 weeks passed. Nothing happened. Called the store, and they said that the item had long sold out. Spent 15 minutes on the phone and finally got a store manager to do the refund, claiming that it would be done in 4 hours and will call me back when it is done. 3 days passed. Nothing. Called again. "Oh sorry they did not complete the process...". It is hard to believe that a big store like Lowe's can be so unprofessional.Davinci 1/17/14 10:22PM
Starting the intsall process in Aug 2013, now on my 3rd install (french door), this has turned into a nightmare. Today is Jan 9th, 2014.Lowe's has major issue's with accountability. Holding contractor's accountable, and there so call "specialist". Since they got rid of the spiff(commission), the quality has gone down, as well as the quality for their 3rd party contractor's. First, they rip out my door's, before inspecting the new one going in, which had damage's, and the vendor admitted, should not have gone out. The 2nd door was installed improperly, the frame is worp, and had large 1/4-1/2" gap's on the bottom, the 3rd, well let's just say, we schedule, and I get no show's...Sarge 1/9/14 6:09AM
Not very happy with customer support. First, I had to wait on hold for 45 mins and then all the person I got on the phone tried to do was get me off the phone as quickly as possible. I order one part that was missing and then asked another question about another part (tool included in item). She put me on hold to ask someone something and I was put back in queue again as if I was a brand new caller. I got someone else and we worked through the additional questions. I received the parts discussed with the second person but have not even yet today received the one little part from the first customer rep who took the first order. Now I have to call AGAIN, wait in queue AGAIN, order the one little part AGAIN, and hope I receive it. Their customer service hours are not convenient for anyone who works because there are no evening or weekend hours of support. Additionally, there does not appear to be any online customer support capability such as sending an email to order a simple little part.Jan 1/8/14 4:15PM
I went to Lowe's during our record cold weather to get some supplies to fix and prevent frozen water pipes. I needed help choosing the right things. The guy who waited on me was incredibly rude and condescending. It was clear he did not want to be bothered that day. The lady at the customer service desk was equally rude. Yes I know it was cold. I had to go out in it and go to work too but I was not rude about it. If you hate helping people that much please quit your job. By the way I left there and bought supplies at another store where they know what they are doing. I have spent a lot of money on appliances, building materials, paint etc at Lowes but never againAnonymous 1/7/14 5:59PM
LOWES HAS THE WORST RETURN & SATISFACTION GUARANTEED POLICY OF ALL HARDWARE & HOME IMPROVEMENT MATERIAL STORES I'VE EVER PATRONIZED. Unfortunately my experience with Lowe's is at a all time LOW. When I patronize Lowe's I have to plan my day on the day I visit because I live 45 min. from the store. Recently I made a visit to Lowes in Rancho Cordova, CA to return some items that I had purchased but as it turned out they weren't what they claimed to be. Upon returning the 2 items that I was returning the clerk stated that they no longer carried the item & it had discontinued leaving me stuck with the items. I asked for the store manager and he came forth & said his handheld device indicated they no longer had it in their system leaving me no choice but to take the items back.UNHAPPY 1/2/14 4:08PM
My wife purchased a MAYTAG dryer back in JUNE that had been returned because it was loud. She was told that the dryer had already been converted over to propane. We got it home and it didn't work. LOWES sent over someone to look at it they said they had to order a new striker. OK, another two weeks go by. Finally new part is in and she is using the dryer. A few months go by before she tells me that sometimes its burning or scorching and leaving black soot on the clothes and inside the dryer.
We called LOWES they said our extended service was through MAYTAG.
MAYTAG said call and have it looked that it would be covered. When the repair man looked at it they said it had NOT been converted to propane. I was shocked! The first repair service that LOWES sent over back in June did not say anything about it not being converted! Our house could have burned down! And you should see all the clothes that got scorched! LOWES offered us a new dryer to replace it. But no mention of any compensation for all the burnt clothes!
Now the new dryer wont match the washer and so we asked LOWES how much to buy the washer that matched? My wife was told the conversion kit was being ordered to be sure it would arrive and would be withT the new dryer. Not knowing at the time that LOWES would not be doing the conversion,because the first dryer she purchased was supposed to have been converted, she told me this new dryer would be already converted.
The new washer and dryer get here and the dryer is NOT CONVERTED! I now know I'll be doing the conversion but I still do not have the KIT!
They told my wife as soon as it came in somebody would "run it out to us" . Instead they put it in the mail. THE MAIL IN DECEMBER AT X-MAS TIME! REALLY? This started in June with the purchase of the first dryer At that time we really needed to be able to wash and dry clothes, my wife takes care of her 88 yr. old Mother who has trouble with bowels! The fact that we have been without a working dryer really since June our the first call about the burning and scorching was back in November and it was the 18th when we were told the old dryer wasn't converted. New dryer, why are we still without a kit and a working dryer on this the 23rd of December? This leaving me up ... creek.without......! You get the picture.Tim Chase 12/23/13 4:49PM
This happened to us 3 consecutive times with Lowes. We ordered and paid for a sale item from Lowes on 12/9/13. We were told it would be delivered to our home on 12/16/13. Item NOT delivered on 12/16/13. Called customer service to inquire and was informed that the item is a "special order only item that is on backorder status". When asked why this was not explained BEFORE WE PAID AND BEFORE we were PROMISED DELIVERY, the reply was "we are sorry". We have checked the status on the item every 3 days since 12/16/13 without further information other than "possibly next week". Going forward, we will shop on the internet for larger items, or purchase direct from the manufacturer. We will Not shop at Lowes again.Anonymous 12/23/13 1:04PM
Terrible Customer Service. I bought a washer (Magtag) and the sales lady told me that it would be delivered the next day between noon and 5. The next day the delivery person called in the morning and informed me he would deliver the washer between 10 and 12. I told him that the delivery had been scheduled with the sales lady for the afternoon and I had a Xmas party in the morning. He was upset and told me that he would have it at my house at 1 and to call if I got home sooner and left his number. I left the party early and started calling him from noon until 2 without reaching anyone. Then I called the store back and they told me it was suppose to be delivered this afternoon. About 3 pm they finally showed up and installed the washer. The next day we tried to use the washer and it wouldn't work properly, in fact it did not wash at all. I called the store again and talked to another sales lady and she said that I could come and pick out another washer and they would deliver it the next day. So I drove to the store again and selected another washer. The sales lady said they would deliver in the morning between 8 am and noon. It is now 5 pm and I am still waiting on the delivery. Don't ever buy anything that you need delivered from Lowes!!!!!!!!!Anonymous 12/22/13 4:07PM
A new low in "Customer Service" (pun intended) Sorry!
Seriously though - what a terrible example of clusterf#uck on Lowes.com
I ordered an item on 12/2 They cancelled the order without informing me.
I called to get an ETA for the arrival and was told "oh - we had a website issue and your order was cancelled. You have to re-order"
I was not happy about that that at all since I took a day off to install the product based upon the original shipping date.
They haven't returned any emails to this point and I still do not have the product.
I'm done with Lowes.lig 12/22/13 1:00PM
My husband went to the lowes in Newburgh. Ny to pick up an on line purchase! After waiting for 20 minutes the item could not be found! My husband asked to speak to the manager! When the manager arrived her went chest to chest with my husband, so much so that my husband had to ask him to take two steps back! The manager was extremely aggressive, if you doubt our story he was at the store around 8:30 in Newburgh NY! My husband said there was a very nice sales clerk that would back up his story if you do not believe us! Lowes needs more "managers" like this young lady and not some punk who tries to intimidate customers! We will not be returning to that store again! We have shopped at lowes for many years now and have never experienced anything like this before!Kdb844 12/21/13 9:57PM
Im really disapointed in the delivery service from the Holister Mo. store, tomorrow morning will be the third attempt they have delivered a frige and it was 7 hrs late now 5.5000 portable genarator there was no call. Chris checked the phone
number it was correct. address was correct except the city could be wrong mailing adress has diffrent city and zip and when we ordered i made sure it was noted So we hope the information chris took will help the boys get it right. COMMUNICATION seems a little lax we all make mistakes but quility customer care needs work. Lowes in
Hoilister Mo. and Mt.Home Ar. has satisfactoey in house service. iv been in
public service. clients service can be improve 35% in 6 months your numbers should be reverced Home Depot is close buy. thank you for hopefully correcting yhis problem David A. Fosterdavid a foster 12/20/13 3:15PM
My wife and I purchased a double wall oven and built in microwave from Lowe's on the 26th Nov 2013. I was told the item will be delivered on the 16th of Dec, which was acceptable because I had scheduled a contractor to rebuild the cabinet for the oven and microwave. I visited Lowe's on the 15th to purchase a minor item and checked with the appliance dept. to confirm my delivery. The representative checked the database and confirmed to me that the item will be delivered on the 16th and I should be hearing from the delivery company in a few hrs to set up the time frame. I received a call that night which said that the item will be delivered between 10am-12pm.
The time was 2:45pm and no sign of the delivery men. I decided to contact them and to my surprise I was told that the delivery was cancelled by Lowe's. I contacted Lowe's and they said that the item never arrived. (That's great since I took a day off from work and no one took the time to give me a call and told me about.)
The sales rep told me that the item will be there on the 18th.
The following day they contacted me and said the delivery will be on the 19th. That evening they called again and said the delivery has moved to the 20th. At this point I was so pissed. I told the rep that they have caused a major inconvenience to me, rescheduling the contractor and being so close to hosting for the holidays. I told him if my item does not arrive on the 20th I am coming to the store and will take the display model and demand a refund of 50%. The rep. said he had no problem working with me on that.
I spoke to a friend of mine who worked at Lowe's when he was in High school and he told me the best route is to speak with the Manager on Duty. They are the only one that can work with you and will discount the item a quite a bit. It might not solve the problem but it will put some money back into your account. So as for now I am still waiting for my oven and microwave. If it does not arrive on the 20th. I will be in front of the MOD on that day.jungledog82 12/18/13 6:38PM
lowe's has not resolved our major home projects for over 19 months!!! no support /empathy at all my wife is infirmed and lowe's/masco/kraftmaid has made our lives unbearable for the prepaid major projects for the last 19 months! will you or someone help us, please ?home projects 12/16/13 6:21PM
1 - 25 out of 678
- Submit your comment >>
I would like to compliment you for the excellent employees in your Hickory Stores. I would especially like to brag on Robin Geouge.
I was completely frustrated with a home project. I was in way over my head with no idea of what to do to fix what was broken. Robin evidently saw the frustration on my face and rather than just avoid me she walked up and asked if I needed help. Her knowledge of what tools were available and the tools necessary to complete the job I started at home were VERY helpful. Following her advice allowed me to get the job done on my first try.
PS Please forward this to the appropriate people...too many times only the criticisms get voicedAnonymous 3/5/14 9:28AM
My name is Patricia Miller I had a dryer delivered on 3/1/2014 by Augusta Best and Harold Brooks. Just wanted to say how very polite and fast they were at installing my dryer did a fanstatic job. Thank you both so very much
Patricia MillerAnonymous 3/1/14 10:29AM
In dealing with John Beattie a sales specialist in your flooring dept. at your Avondale, Pa. store I have found him to be pleasant, professional and knowledgeable of his product line. In purchasing carpeting from him for my home he guided me to what would be best for my home by asking all the right questions in order to provide me with what I needed . I have recommended him to others as he is to be trusted with giving them assistance they can trust. He always follows up after to be sure that everything was done and if I was satisfied. In todays world there are not many like him who take an active interest in the customer.Ron 2/26/14 10:11AM
I shop often at Lowes in east Bremerton Wa.on state highway 303. The employees that help customers there are wonderful.I especially want to comment on an employee by the name of Benjamin Parker;that has been helping me on my latest remodel project.Very neat well spoken young man that is eager to help and is very knowlegable of what the store has to offer.Wonderful pleasant, personality and never to buisy to help.It's because of employees like him;I shop at this store.Anonymous 2/18/14 1:31AM
Ms.Mary Smukler at store #1685 was awesome her knowledge of hardware was in matched! I had a screw that I needed to finish a project. She asked to see it and took me to the area and found the screws as well as some larger ones to finish the job all the time she made me glad I was shopping at that Lowes her customer service should be a model for your stores nation wide she greeted me asked to help and not directed me to the isle but showed me the way as she asked what the screws were for and what they were used to fasten together and genuinely thanking me for shopimg at lowrd and to "please come again" just wanted you to know that I think she is one of your company's greatest assets. Sincerely Raleigh SorensonAnonymous 2/8/14 6:37PM
The folks at the local Lowe's store treat us like Family. Most helpful. We have purchased many household items from them.
The manager, IMHO, sets the Tone for the Store. Mgr. Tim H. at our store does a very good job.WØTDH 1/31/14 4:07AM
I had a great experience at Lowes in Kyle TX Stephanie Rico and Brandon Romero help me to pick out carpet, finance the carpet, explain how it would be installed they were the most helpful employees that I have worked with at LowesL. Hawkins 12/28/13 9:07PM
The best Installed sales Manager In Texas, and maybe everywhere. Larry Petersen of Wichita Falls Lowe's cares about his clients.. Having had a few problems in the past, Larry came through and ran rings around anyone else. if you need anything done the right way on the first try. We were very happy.Anonymous 12/26/13 9:01AM
LOWES in Tomball, Tx
Patricia is the best!!!!I ordered a fan online and on sale. I found out it was out of stock. Patricia went above and beyond to get me a substituted ceiling fan for the sale price that I just love!!!I haven't received such great customer service in a long time from anybody! Thank you Patricia!!Merry Christmas...you just made my Christmas a little bit better.12/24/2013
Ms. YorkAnonymous 12/24/13 2:53PM
I would like to compliment a employee from Willoughby OH Dawn Hinton she went way above any treatment we ever rec'd from a Lowes employee very helpful and spent time trying to help us, also a couple of months ago we bought a toilet and Dawn helped us & we rec'd the same treatment from her-- cannot even begin to tell what all she did for us--definitely made us feel like family the first time ever from Lowes!!!Anonymous 12/8/13 1:09PM
Donald Warther is an employee of Lowe's.
He has been extremely helpful and courteous to our employees at the City of Middletown DPW, Water and Sewer Departments. Don always returns phone calls and is ready and willing to accommodate us. We appreciate all that he does for us.city of middletown 12/2/13 10:43AM
On Friday, November 29, 2013, we dealt with Corin Halliday at your Lowes Store in Jefferson City, Tennessee. The store had sold out of a Black Friday Sale of a Loftin Bench that was advertised. She cheerfully and graciously volunteered to check with four nearby locations to find an in-stock bench for us. We want to commend her for her kindness and helpfulness to us. You need more dedicated employees like Corin.
Allen and Ruth AndersonThe Andersons 11/30/13 4:57PM
Sean was extremely Helpful, Polite, Knowledgeable, Went an extra mile to PLEASE me as I had a long list items to locate & find. Sean directed me to the Lumber, Electrical, Plumbing, Millwork, & Tools. Sean stayed with Me Helping with my
large order right to the cashier & loading my truck as I'm handicapped and was alone. Sean was very personable, friendly professional & made me happy with shopping with Lowes. You have good worker here. Good work Sean!!! Keep it up your a valuable employee.Anonymous 11/10/13 8:49AM
I recently purchased a washer/dryer from our local lowe's store in Rosenberg, Texas. The appliances were delivered at the appointed time and were received in excellent condition. However, the dryer was missing the lint filter. I called the store and spoke to the assistant store manager, Vivica and she was able to locate one for me within a day. Hooray for Vivica......she definately saved the day!!! Thanks again for the EXTRA effort that was given. It was appreciated.....mark 10/24/13 2:28PM
My lowe's in Madison, Tn , 10 Campbell Road, is the greatest in the United States. Thanks to the painting department and People like Mr. Rod Mcln in building/lum. The store is so clean and the workers are always asking "May I help you please? or What can I do for you today? They make you feel so special. (Love my Lowes)Black Pearl 10/8/13 6:39AM
We had appliances delivered yesterday. Anthony and Ronny were extremely polite and professional. They installed the appliances with much care. They deserve to be recognized for all their efforts.The drivers were from Loews located at Columbia SCAnonymous 9/29/13 4:23AM
called rebate center for info and talked to "Jeff" on the phone.he was very polite and helpful with our application.he deserves a pat on the back and is helping your business thank you, Jeff.Anonymous 9/19/13 5:07PM
My daughter has been doing business with lowe's and has had good service within the store and return phone calls. I went through several rooms of hardwood flooring being installed in her home. Robert, a very outstanding, professional installer of Lowe's did a fantastic job of making boards have a pattern design, along with extra quality workmanship. Robert makes sure there is minimal waste and he cleans up the minimal mess of sawing. Robert will give good suggestions and will do whatever a persons choice is to complete the project he is hired for. Robert is an intelegent, fun, serious man about his expertise pertaining to his work abilities. Robert is the person you want to install hardwood floors. Hang on to him Lowe's. He will bring you lots and lots of business as the quality of his work firstname.lastname@example.org 9/12/13 6:38AM
I would to thank the the men that delivered my refridgator for the wonderful job they did and there polite manners and plesant attitude. They wer very helpful by explanning the basic on how to set tempatures. You are lucky to have Stan Henderson and Clint Hargrove as your delivery men because they really do greatwork and are good at what they do.
thanks for great service from them.
The Brady Householdbsbsuebrady 9/1/13 5:13PM
I had carpet installed in familyroom and bedroom..id had lovely hard wood linoliem put in my second bath,laundryroom,hall,and kitchen..im putting my house up on the market in a week so I did not want to invest in the wood linoliem ..but I love it...the carpet I had removed is a kitchen carpet which means it is glued down to the floor..the workers who came out had no experience with this...so they poured bleach water in gallon buckets to loosen the mat from the carpet..this carpet had been in since 1968..I was really suffering from fumes and went to Lowes to tell them what was happening and ask if the workers could come back the next day-not in 2 more days like there boss had insturcted-and at least take up the carpet for im suffering my now and I have pets....and I was concerned about my sub floor being ruined...someone did come out the next day and insured me the sub floor was ok..the glue from the carpet made it like a barrier but he didint say that..they came out and took out the carpet...which made my suffering less..im 63 and this is not what should have been done with someone in the home...but the carpet got it..its lovely and 3 people at my Lowe's plus the workers made it happen...Id not want to repeat it..but when my house sells...someone is getting darn nice floors...B.W.bichonmom 8/29/13 8:19AM
We had excellent delivery service of our washer and dryer. The delivery team of John and Bones arrived when they stated they would, removed the old set of appliances, installed the new set, very efficiently. John and Bones were knowledgable of the product, could answer our questions, and overall provided great customer service.
I hope Lowes values and recognizes such good employees.
The Villages, FloridaAnonymous 8/24/13 6:18AM
I was in lowes in chespeake and got the best customer service from jack barnett in hardware he could not do enough to keep me happyand his service was email@example.com 7/21/13 6:17PM
I went to your Kirkwood store today and want to comment on your employee, Michael Oliver. He was most helpful in my effort to select a lamp with a very bright bulb that would allow me to see with my macular degeneration problem. He ran from the lamps to bulbs many times to try to work something out Hewanted to be sure I would find that the bulb wouldn't fit the lamp when I got home with it.Anonymous 7/20/13 8:32PM
I wanted to say that Stephan Haynes at Lowes in zepyrhills,fl.is the most helpful and genuine person that has ever helped me at lowes. He truly cares about the customer. He knows a lot about appliances as well. Thanks for all the help with our dryer and now for helping with a new fridge. Even his co-workers love him!Anonymous 7/20/13 2:39PM
Another great experience with Lowes. Bought an outdoor table and chair set two seasons ago-- no longer in stock. The swivel part on one of my chairs broke, and replacement chairs were no longer available for this set. Jamie, the manager in the outdoor furniture depot at the Hillaborough NJ store went above and beyond the call of duty to remedy this problem. He was able to order different swivel chairs and replaced my broken one with one from the new chair. I was able to have a matching set of chairs. He called when he said he would, he tracked down the new chairs, as promised, he personally replaced the broken swivel and loaded up the fixed chair into my car. Exceptional service with a smile ! Wish others provided the same quality of customer service!Ursulasteven@aol.com 7/19/13 11:33AM
1 - 25 out of 186
- Submit your comment >>
Anonymous 7/30/13 6:41AM
Anonymous 7/23/13 5:24AM
Anonymous 6/16/13 6:26AM
Not Happy! 5/12/13 2:48AM
Anonymous 8/31/12 8:49PM
I love the company it's the management in my store I abhore. I just can't understand why, why, why this store keeps employing lazy good for-things that will walk in circles all day long take 1/2 hour 15 minute breaks up to 4 times a day. Ignore customers and MANAGEMENT allowes this.
I believe with all my heart that to help Lowes I need to provide excellent customer service, keep shelves stocked and "zone recovered shelves" at all times. I'm at my wits end..
When I walk thru the doors at Lowes I begin customer service.. zone recovery, and making my day a pleasant one. I'm furious that I have an ASM that is so lazy, I'm a famale and taking care of a department that demands a lot of attention. YET.. when I was placing 7 air compressors onto their shelves.. MY so called ASM asked if I was helping a customer I told him No.. I was putting product on the shelf.. His "grrr" answer was "Oh, ok" turned away and left me with NO help at all. What a slap in the face.. as a result of moving 9 air compressors by hand, 5 miter saws, 8 4 4-tool Porter Cable tool kits, and 4 Dewalt 4-tool kits.. with no help.. I now have a pulled muscle in my back.. I called in to let him know and his response was.. "Well call in tomorrow if you can't show up." All it would have taken was for him to show one minute bit of concern for an employee and give a helping hand.
I'm appalled at my ASM's lack of help. We have other ASM's that work with their people under them.. I pray that some day, I will too.
I'm ashamed at the stupidity that Lowe's allows it's so called ASM's to become. There are a few that warrant respect but the others are trash and should be thrown out with the garbage.
LowesBoPeep 7/16/12 4:02PM
That's another great example. They have call buttons in various areas. Each time a customer pushes that button, we are timed on how long it takes us to respond and turn it off. One would think that this would be in place to ensure a customer is actually taken care of in a certain amount of time, however, with badly understaffed departments by design, this is not the case. They preach that we don't have to know what we are talking about, just that we simply must go to the customer, turn off the button, and tell them that we are finding someone for them. Customers are not looking for someone to tell them that help is on the way in who knows how long, they are looking for help now. The reason we have to run to turn off the buttons in a certain amount of time, eventhough we don't know how to help, is that the button times are used to show how well a store is staffed. If the times are lengthy, then the store management is expected to find more staffing for the said departments. If the times are low, they don't have to find more help. This is how they manage to keep staffing low, and at the same time, present the appearance that they are staffed well enough to provide good customer service. If they don't have to provide the extra payroll, they have a better chance of opening the door to bonus land.
Finally, this year, they cut commissions to all employees. We used to make something extra for selling certain products. Now, we make nothing. Sure, they took half of what we made last year, and split it up over our 26 pays to compensate us for our losses, but, if you are like me, and spent copious amounts of time away from your department covering other areas, then your commission totals last year weren't that much. So, now, like me, you are making about 7k less than you were a few years ago, even with several raises. Some people are making well over ten thousand dollars less now and being expected to do more work.
Also, if they want you gone, you are gone. With the amount of policies they drum up in corporate, stating that you may be terminated for almost any of them, the store manager has an open book to throw at virtually anyone. Especially since they make you break the rules themselves by going to customer's houses etc. With the amount of rules one may be fired for, you are always just a boot push away from heading off the cliff. I've seen several people that either turned store managers or pets in for doing something very wrong get terminated themselves in a short amount of time for stupid reasons. They are only a page turn in the rule book away from being able to fire anyone they want. I've had senior managers lie to me about someone saying something bad about me in order to try to get me to spill some beans on said person. I had another senior manager ask me once if I thought that same person was "getting too old for the job". Funny that in both instances, though a few years apart, it was the same store manager over both of the senior managers trying to play games with me. That certainly rubbed me the wrong way. I also saw that same person get written up for something that no-one can ever remember anyone else being written up for. Petty S**t that you don't write people up for. That person has a target on their head for sure, however, they are a completely capable and knowledgable manager. I've never had a better manager anywhere at any job in my life. It just so happens that this person is nearing retirement age and makes a pretty good salary. They want him gone to be replaced with a new, fresh, yes man at a much lower salary.
Now to the customer end. Think, if you were treated this way at your job, would you perform well? Would you be able to talk to customers trying to sell them something, answer 2,3,4 requests for service at call buttons, and answer telephones, in three different departments, all at the same time? This is why you can't find service. It's not our fault. We cannot help that departments are understaffed or not staffed at all for hours at a time by design of our management. We try our best to service you, but it gets tiresome, and we frequently burn out from all of the BS. We hardly even know what is going on from day to day in our own departments. We don't know why so many things are so frequently out of stock. We wish we could do a better job, we wish we could be more helpful, we wish we would be able to help all of you, but we can't. It's out of our hands, it is corporate and management. My suggestion would be to find what you want somewhere else. Go back to mom and pop stores. Support your local hardware, green house/nursery, or flooring store. Chances are you will find better products faster, and they may not be made in China. Plus, you will find that customer service will be much better there and you will be helping out a neighbor, not a corporation that doesn't give a crap about you.
XRS5 6/24/12 1:33AM
anon 5/21/12 7:11AM
jonmako 5/18/12 5:54PM
I should probably find a new job.
Anonymous 4/26/12 5:41PM
You cry because you got a late fee when your payment posted A WEEK LATE. What did you expect to happen?
Your 18 month promotion was accidentally put on as a 6 month promotion, and it expired 6 MONTHS AGO, and NOW you wanna complain about it? READ you statement. If you find any errors, call us THEN. Not far after the fact. We can't help you if you're too lazy to read your statements.
And, you... the wife, the husband, daughter, son, whatever. I don't care if you are the one who handles all the bills. If you are NOT the Primary Card Holder, we CAN NOT work with you. Even if you are an Authorized User. All that means is you are authorized to USE the card. You cannot make changes to the account. If it's not in YOUR NAME, it's not YOUR CARD. Accept it. It's the LAW. Not Lowes, the LAW.
The majority of our callers waste their time and ours with stupid questions that they could answer themselves if they took 5 minutes to read their statements.
Lowesguy 4/17/12 9:27AM
I was a manager at a Lowes in Florida for several years before I was wrongfully terminated because I caught the store manager performing a transaction that constituted embezzlement. I thought about it for a while then brought it to the attention of the HR Manager in the store. Another brought it to the attention of the District HR Manager also.
They briefly investigated and when he found out I went to HR I was fired six weeks later under a false and pretextual set of facts. Which brings me to how Lowes operates its stores. They have a flawed business model.
The reason there are so many complaints about inept customer service is because there is no training at their stores. That would cost money. You see the problem with Lowes is the way they have structured the way senior level management in the stores earn their bonuses. Their bonuses are based on their ability to control costs and earn profit based on total sales dollars. Not profit dollars just total store sales. Lowes as a corporation does not absorbed training costs that are effective at the store level. They only provide computer based training modules that employees forget moments after walking onto the floor.
The only thing store management can control at the store level are costs directly associated with labor costs. By keeping labor costs down it helps ensure their bonus. So when there are very few employees on the floor it is because it is close to bonus time and they are striving to keep costs down, or they have evaluated a targeted goal and ate striving to meet it. I assure you senior management does not give a damn about the level of customer service you receive, or how much of your time they waste. They only care about their bonuses period. With fewer people on the floor it means lower operating costs. In addition, when smart, hardworking employees start making too much money hourly they look for a reason to get rid of them also to keep costs down. I know because they bragged about their methods in meetings and on the sales floor with other managers.
So when you walk into a Lowes store and can't find a competent employee to help you it is likely because of good old greed by your local store management team trying to obtain their bonuses.
More specific instances to come as I am tired of being quiet about this. Just simply shop somewhere else if you want good customer service, because I assure you they don't care about your complaints. They only care about their bonuses.
Froggy 3/23/12 11:16AM
FedUP 3/17/12 6:10AM
Anonymous 3/4/12 11:12AM
Most of the negative comments look to be coming from ex-employees (most likely fired) or bottom-tier employees (soon to be fired). "Bottom-tier" is my own definition. It is an employee that generally sucks...not dependable, poor attitude, low IQ, openly complains about wages ($8.10/hr...seriously? Cashiers are starting at my store a minimum of $2 higher) and finally they might be really ugly. These are the employees that are 1/2 warning from being fired. They were probably hired during the seasonal push and are considered vest fillers until someone more qualified comes along.
Myself...? this is my second tour as a part-time CSA and I could not be happier. The first time was about 5 yrs ago while I was unemployed. It was a descent wage (well higher than $10/hr) and the only reason I quit was I relocated. This time around I needed to supplement my income for something and they rehired me @ $1 over my last wage...5 years later. I certainly was not expecting that.
I will admit that I do not know everything about every department...no store can cross train for that. But I do know where most things are and I know how to get my hands on most information. For the folks I cannot help, I call the dept. specialist, mgr or CSA who can usually help. Of the four depts. I worked in, I worked diligently to learn all I could so the I could provide accurate information.
I will admit that a management team can make or break a store. I might feel differently if I were working in a store that was running in the red and did not bonus on a regular basis.
firebush 1/16/12 10:49AM
none 12/11/11 3:29PM
Just... A guy... 12/6/11 8:13AM
Management is the biggest problem. No concern for anyone except themselves. It goes all the way back to lack of experience at the corporate level. We all know what runs downhill and I can tell you there is a huge pile at the bottom of this one.
I was told by management to lie to customers and hide the truth whenever possible. When management was confronted by it by district management the managers would lie so the employee had to take the wrap.
If people knew and understood what goes on behind the scenes at Lowe's they would not shop there.
Managers also do not talk to customers. We were always told to take care of the customer, but when something went wrong or the customer reported it to corporate the employee would be written up.
All managers go through extensive training for months. This is a learned thing. They are told to act this way.
Lowe's is wrong in so many ways! I could tell you hundreds of stories that you wouldn't believe. The most unethical place I have ever worked!
redvest 9/21/11 5:54AM
Lowe's is just out to make money--they won't spend a cent on anything, especially training. We have rickety ladders, and just basic office supplies seem to be short on hand. The reason no one seems to know anything is because we DON'T. If you're lucky, you'll get an employee who used to be a former plumber, or electrician or really knows lumber, and knows their stuff. The majority of the rest of the employees (especially the ones who have been there maybe three years or less) won't have a clue if you ask them some really technical question.
Some words of advice/warning:
Do not order something over the Internet and expect to have it delivered. The system is messed up and every time there is an Internet order, it gets messed up.
Weeknights are better to come in and shop. We are not as crowded.
Lowe's drivers sometimes put in 12-15 hour days and they don't get to take a lunch or break. Why? Because management wants to schedule as many deliveries as possible in a day's time. So don't plan on having them drop by during your lunch hour at home and be able to get everything all hooked up. If the drivers run into a problem at the previous stop, it throws them off for the rest of the day.
Don't grab paint off the shelf and bring it to us and say, "I want it this color." The computer will tell us which base we need--if you want a dark color, we'll need a base 4 or 5. There's enough room in these cans for us to add tint. We cannot add a bunch of tint to ultra whites or base ones. Let us do our job.
Realize if you want the cheapest possible blinds/hoses/faucets/lawn furniture, that doesn't mean it's going to last forever. And if you really need to have $4 blinds to decorate your lake house, because that's all you can afford, perhaps you really can't afford that lake house.
If you need a custom match, bring in a paint sample that is as flat as possible. We cannot match round or odd-shaped items.
Realize YOU are NOT the only customer in the store. I wish we could have three people in each department, but blame it on Lowe's. The managers are desperate for their bonuses, and their job is to keep costs down. That means one person (or nobody) in a department. Unfortunately, you cannot get blood from a stone.
I've worked there a few years, and I only took the job because I needed something full time with insurance. I am not cut out for retail, and in the past year and a half, I've been hit twice by customers. One I was helping, the other hit me as I came around a corner, and no, I didn't startle her. I've never been treated like this at any job in my entire life. And yes, I have a bachelor's degree. Sad state of affairs when your education won't get you anything except a retail job. Hopefully, I'll escape someday. However, realize if you the customer are unhappy, so are we, as employees.
Employee 8/26/11 9:14PM
bobbyjoe 8/10/11 7:11PM
Corporate America 8/6/11 10:14AM
Like they pointed out, make sure you are asking the correct person your questions. For example, a cashier that you grab when they're heading to the front knows nothing about a pilot light. Every employee in the store has a different specialty.
Things I wish people realized more about the customer service desk itself:
1. I have a phone ringing off the hook. Please please please realize this, and don't get mad when I answer my phone, it was your choice to pass up the 3 open registers on my line and come to my busy desk.
2. If you have an issue to resolve, most of the time a cashier is not where to start, come to the customer service desk.
3. Asking for a manager right off the bat usually does not get the job done. 90% of the time I myself can resolve manager requests.
4. If you don't want a merchandise card for your return, keep your receipt or make sure you can track it back. When you are making a big purchase, (my biggest issue is always outside power equipment like weed eaters) try to remember how you at least paid for it, because you not having your receipt directly correlates to the lack of service I can provide to you.
5. The Extended Protection Plans and Replacement Plans are not a scam. I'm not saying this because I work for Lowes. They are a good idea on ANY purchase in ANY store on and item you are going to be using a lot. Another example would be a computer, always a good idea to be covered. For the extra money, just get the plan. So when you bring me back your weed eater in a year, I can do something about it.
6. If you're calling to speak to a department, just say it. The person working the customer service desk (where the phone calls go), usually does not have time to listen to your issue, just say which department you need because you're going to be transferred anyways.
7. I WISH I HAD A 12 ITEMS OR LESS SIGN. Bringing big orders through the customer service desk is just asking for it. Your order will get interrupted by something, even if it is just a phone call. Again, you can't get mad because I have to answer my 5 lit up phone lines.
Just a few things that make YOUR experience worse, because of limitations that are placed on people on the front end. Most of this can go for cashiers as well, they are not the experts.
Also, stay off the cell phones during check out :) It's rude!
Jenny42 7/27/11 6:19PM
busted 7/27/11 12:23PM
Anonymous 4/2/11 5:28PM
BooYou22 3/11/11 2:35PM
1 - 25 out of 27
|Share With Others|
We are proud to recognize the companies providing the best customer service each year within their industry.
|Check out these popular comparisons of Lowe's customer service versus other companies:|
|Authorized representatives of Lowe's can sign up to reply to any of the comments found on this page.|
Lowe's customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.
|Locate the Lowe's corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.|
|Hours of Operation|
|Find Lowe's hours of operation for locations near you!. You can also find Lowe's location phone numbers, driving directions and maps.|
|Get Help Online|
|Get immediate support for your Lowe's questions from HelpOwl.com.|
|Reviews & Ratings|
|View thousands of Lowe's user reviews and customer ratings available at ReviewOwl.com.|
Lowe's Leverages Mobile Initiatives To Improve Customer Experience
However, besides streamlining customer service through employee technologies, the company has also made some key additions to its MyLowe's mobile app to improve the customer's in-store experience. The new updates to the app enable customers to ...
Lowe's spruces up Kids' Kloset
Kelley Radcliff, a customer service associate with Lowe's in Lynwood, repaints the interior of the Arlington Kids' Kloset on Oct. 25. — image credit: Kirk Boxleitner. ARLINGTON — Kids' Kloset was bustling with activity at its offices in the former ...
Lowe's kids' day Sept. 14 includes 9-11 artifact
14, said Kim Cornett, a Lowe's customer service associate helping coordinate the event at the Lawrenceburg store. “It's a piece of mangled steel from the first tower that fell,” she said, referring to the twin towers of the World Trade Center destroyed ...