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HORRIBLE CUSTOMER SERVICE
Have spent 6 weeks to try and return a rug that was on backorder ( which we were not told) and apply the credit to another purchase. Still has not happeneddissatisfied lowes 12/10/13 12:12PM
i bought a Maytag washer at Lowes Mill Creek, WA. Jan 2010 bought a 5 year warranty and my washer broke down (would not fill, but would spin) November 18, 2013. Today I had my second house call to fix it. I have been without a washer for three weeks Monday. The first time they brought the "wrong" part,parts have to be ordered at the warranty company and takes 7-10 days to receive, today the repairman installed two parts and worked on my machine for over two hours, it still won't fill but still spins. Now it will be late December before I have a washer, talked to the manager, Jason, and
he said it was the warranty peoples problem, but his store sold me the warranty... I am doing a kitchen remodel soon and sure know where I will never go to buy another appliance! Mad Grandma!!!Mad Grandma 12/7/13 6:30PM
Today, on Dec 6th, I went into the Bayshore Lowes to pick up a BBQ that I had bought to be put together. A nice young man by the name of Jonathan helped my brother and I attempt to get it into my brothers car. We even had to take the top off of the BBQ for it to fit and Jonathan was nice enough to help us out with that. UNTIL, Jonathan noticed a HUGE, rusted dent on the side of the BBQ. How an employee thinks its ok to build a BBQ with dented parts is beyond me. Jonathan was nice enough to offer me the floor model and he was going to swap out the scratched pieces with new parts but I decided against that. In the end, I ended up taking home a BBQ in a box. I'm not happy. I know that it was Free to have the BBQ put together but I think its ridiculous that it had dented and rusted parts.bella6686 12/6/13 1:43PM
I was just at Lowes in Union ,NJ and wanted to by some paint. I then went to the blinds dept and no one was there. I asked another employee if they could find someone to help me so they paged someone. Half hour later no one arrived. I then went to the front end to ask if someone could help me and they said someone is on there way. Fifteen minutes later no one shows up. I wanted to buy blinds but no one seemed to care. I put down the other items and left the store. I guess Home Depot will get my business from now on...Dave Hoffmann 11/15/13 12:20PM
The worst customer service I have ever had the occasion to deal with. I have had a problem with a Maytag washer I purchased from them along with an extended warrantee. It has been broken down for over a month, being only 16 months I've had it. I have had the service men here 3 times deaming it unrepairable after replacing several parts and the same parts breaking down. They are now forcing me to a 4th service call two weeks down the road at which time who knows what they will come up with. I am fed up with these people. I have had to go to the Laundromat for weeks until today my local store finally brought me a loaner. I love it; it is the new version of what I purchased. Customer service wants it removed and my broken down machine put back in its place until they can recheck it a fourth time. I have spent over $7,000 at my local store but don't wait for me to come back....DISGUSTED CUSTOMER....p.s. SEND YOUR CUSTOMER SERVICE EMPLOYEES FOR SOME INSERVICE ON CUSTOMER SERVICE!!!!!!!!!!!!!!!Anonymous 11/11/13 10:24PM
Worst costumer service ever , i called 5 times yes 5times tried to speak to the manager about my special order he never find the time to pick up the phone ,i made a big mistake odering from lowes. never again!!!!!sam 11/11/13 6:31PM
Lowes is the worst company I have ever dealt with. The did a kitchen remodel that was supposed to take 6 weeks, it lasted a year because of the mess that they made of it. Then dealing with their credit department is a nightmare if you have taken advantage of two promotional plans. I will NEVER step foot in Lowes again, I don't care if they are giving things awayLF 11/6/13 4:48PM
Writing this in the HOPE of getting a response from someone at Lowe's who cares about Customer Service and satisfaction:
Two major issues with my purchase of a Frigidaire French Door refrigerator
Issue #1. Item was sold to me as a "Floor Model" scratch & dent. Tag affixed noted that the Refrigerator Ice Maker was replaced. After 9 months the same Refrigerator Ice maker stopped working. Discovered that this unit was actually previously sold to another buyer who returned the unit to the store upon the Ice maker failing. So I basically bought a USED refurbished unit when I thought I was buying a NEW scratch & dent unit. The issue here is the the Original Warranty form Frigidaire ended one year when the PREVIOUS owner purchased it, not when I purchased it. Had I not had the extended Warranty I would have been out of luck already.
Issue # 2. Bottom line up front is that Lowes Service Advantage is HORRIBLE to work with and my advice to everyone i know will be to NOT buy major appliances at Lowes and surely don't wast your money on their extended Warranty. Buy your appliances at a store like HH Gregg that has a Third party Warranty service - highly rated. Lowes SA has a BB rating of C- and is not accredited, its not easy to figure out why! In my personal rating they are an F.
Background: The unit has 2 Icemakers (1 refrigerator and 1 in the freezer) and BOTH have taken turns failing. Currently (and for the second time in 1 year), neither Ice Maker is making ice. I am now on my 3rd Vendor making the 11th visit (total) to my home to attempt repairs. The unit is obviously a lemon and there is some underlying cause for the 2 units to constantly fail within months. By the way its not the Motherboard because Vendor number 2 replaced that.
I have called and spoke to a Manager and a Supervisor at Lowes SA and it was like talking to a robot that was "programed" to constantly apologize for my troubles but offer NO possible solution to owning a USED unit which was fraudulently sold to me and a unit that obviously has serious issues.
Ive been in Retail and I totally understand that often you have to satisfy the customer at all costs so that they walk away PRAISING you company verses the opposite. This was an opportunity for Lowes SA to turn an unhappy, dissatisfied customer into an impressed customer. Knowing the personalities and the "programming" at Lowes SA I don't see that ever happening.
At a certain point here I will be eligible for a buy back, but I do not trust Lowes SA to make that actually happen, or for sure a painful process if it ever did. It is apparant already to me that their "culture" is to avoid a buy back at all costs! When that time comes I think my best option will be to file a lawsuit for consumer deception. What a shame, i bought the unit for $1,500, thats the value that Lowes SA has placed on losing a customer for life and the social network warnings I will produce (all based on FACTS).
Edward A.eamoros 11/6/13 11:01AM
If You Plan On Using Lowes To Have A Fence In Yard. S T O P, Contact Me, I Have Pictures Of A Unprofessional Job, And The Unprofessional Matter In Which Lowes Handled The Matter. They Think That Buy Deposting A Small Amount Of Money In My Account And Leaving Their Supplies All Over Yard The Job Is Done. My Fences Are Lined With Bricks, To Keep Dog In, Which Is Why I Had Fence Installed, Gate Replace 2x, Still Does Not Close, I Will Gladly Share Photos, They R Not Fixing Anything, I Was Abused Verbally By Contractor, Who They Fire. What Does That Tell U. They Sent Their Congtractor, 3 Times, When They Submitted Their Reports, A Person Named Michelle In Charged Of Contractors Knocked Down 75 Percent Of Repair Work. She Entered My Property , Never Identifying Herself To Inspect Job, After My Request That She Not Come Here., She Has Lied, Laughed And Berated Me. I Am Left, As A Widowed Senior Citizen, With A Mess, Mud Puddles Surronding Posts, Which The Congtractor Only Dug Dow 6 Inches, Really, Wavy Fence, So They Leave Me This Mess, And Do Not Care, Rude. Disrespectful.patricia 11/5/13 2:34AM
We purchased a range from lowe's 2 years ago. We also purchased teh extended warrenty for that range. While the range was in the manufacture warrenty we had it sreviced three times. Then two weeks out of the manufactures warenty we called to get it serviced. Theny said ist was lowes warrenty. I called Lowes an they stated they needed the number off of the sales slip. Lowes stated that they could get the number however it would take a couple weeks. I couldn't wait to get the range fixed so I called an outside repair shop. They fixed teh range the next day. Three weeks age I called to get the range fixed and they stated it would be 5 weeks to get someone out to fix the range. When I bought the extended warrenty I thought it was through the manufacture. If and I say IF I buy another appliance through Lowes I WILL NOT purchase the extended warrenty unless its through the manufacture. I sent Lowes a complanit three weeks ago and have never heard back from themJim 11/3/13 12:59PM
I bought a Samsung refrigerator in 2012. A week and a half ago I noticed my fridge was not cooling as it should. I called Lowe's, thinking they could send someone either that day, or the next to come check it out. They gave me the number to their service department (in New Mexico...I live in Texas) The lady I spoke to was very friendly. She was able to setup an appointment for the next day, which was a Saturday, between 8 and 12 noontime. Great! I then get a call about 30 minutes later from the contractor who will be servicing my fridge and was told they will be ordering the part and will not come out until the part comes in. What?? This makes NO sense to me!! They're going to order the part before even coming out to look at the fridge!!?? I've called them to ask for an update as to when they will come out because I am unable to store things such as milk, eggs, etc. I was told it would take 5 to 7 days for the part to come in!! So in the meantime I'm stuck with a fridge that is not cooling. It has now been 9 days and still nothing!! I will no longer be purchasing major appliances from Lowe's in the future, totally bad service!!Anonymous 11/2/13 9:15AM
I've been waiting for this product for over a month. Lowe's made three changes to the delivery date and it still hasn't arrived. They have also charged me for the product and I still don't have it. Spent an inordinate amount of the time with Lowe's customer care and they were no help. They are good at apologizing but never seem to get anything accomplished for the customer. Quite possibly the worst customer service everjohnc 11/1/13 8:18AM
The same burner on a 2011 Whirlpool stovetop was replaced five times. Discussing the problem with the Lowes Redding, CA. salesperson, he inferred he could care less. He said after six months they did not service products. The store did not fulfill that promise when we called about the knob the first time.
He suggested in the future we go to the locally owned appliance store. Thanks for the suggestion. We will!
Lowes was our primary home supply store. No longer for any product! Sustained customer service is a false priority.Campbell 10/31/13 7:12PM
i was @ Lowe's this afternoon, cashier did not ask for MyLowe's card and when i asked her why not, she replied "oh i forget". when i asked if she still could put in MyLowe's card she replied no, I would have to return the item, then rescan it and that's too much work.
Nice going Lowe's, I will not be back.Anonymous 10/31/13 12:47PM
I feel that the Lowe's in San Angelo, Texas, is full of incompetence! They have caused us to have to special order doors because their contractors measurements differed from ours, even though we have lived there for more than 30 years! It has been more than 3 weeks, longer than the 2 weeks they promised, and we were told they would try to get the order expedited. Not only did they NOT get anything expedited but did not even place the order for 3 days after that! This is becoming a comedy of errors that I am past tolerating. These doors better be outstanding and there better be no more problems.Anonymous 10/29/13 12:54PM
Buying my custom Blinds from Lowes was the biggest BAD purchasing decisions I have ever made.
When an order goes wrong, their MANAGERS fix it attitude is "Would you like to cancel the order, that is all I can do"
When the items start to trickle in they conveniently wait till the last item is received, instead of installing as the customer was told.
Next time I will purchase from the independent sales guy that comes to my house, at the very least he takes responsibility for his error and will go out of his way to make it right.
I HATE LOWES, they totally stink, and I am driving the extra 50 minutes to Home Depot for any future special orders (and I have a few of them coming up!)Bims 10/28/13 1:01PM
DO NOT PURCHASE YOUR MAJOR APPLIANCES FROM LOWES!
I purchased a new stacked washer/dryer with an extended 4 year warranty from Lowes on February 2, 2012. 2 weeks ago my washer quit working. I called Lowes to request repair. They scheduled a repair through A&E Factory Service, 8 days out. The A&E repairman called me on his way to my home, asking the problem (which I described to Lowes on my initial call). He immediately replied that it sounded like the mother board needed to be replaced, that this was a common issue, and A&E did not keep these parts in stock and he would have to order it. After diagnosing the problem, just as he suspected, this was the problem. He said he would order the part, which should arrive in 2-3 days, but he could not come back to install it until Nov 2. This means I will be without my washing machine for over 2 weeks. $50 at laundromats since waiting for repairs. I have sent various emails and made several calls to Lowes expressing my dissatisfaction with their warranty repair service, only getting the run around. Don't waste your money with Lowes.surfsidecary 10/27/13 10:15AM
The customer service at Lowe's is some of the worst I've seen. Employees are completely unwilling to do anything beyond very basic service for you. After way too many bad experiences we will be taking our business elsewhere.Anonymous 10/26/13 6:30PM
I will never go to lowes again. I bought a very expensive troy built weed eater with the detachable head for other attachements. I also bought the tiller head attachment. I had been in the market for this item for a while and lowes was not the cheapest but i was still swindled into purchasing this product from them because they were supposedly running a special where you buy the weed eater and you would then get a free edger attachment. I thought this would be worth the purchase. I went to the front to make the purchase and see how to get the attachment, after speaking to a rep about "how great the deal is and he was going to purchase one too." I was told at the counter before i made my purchase that they would have to pull an edger from the back. After i made the purchase, another rep told me they were in such high demand that they were on back order and that i needed to leave my phone number and they would call me in no later than 2 weeks to come pick up the edger. After 2 weeks i decided to give them benifit of the doubt and waited another 2 weeks. I finally went in with, no phone call from lowes, and asked why i had not been notified. After an hour of waiting for them to tell me there was no record of my purchase and that "my lowes" card didnt register the purchase, i demanded to talk to a manager. I was then told that there was no manager available and if i left my phone number a manager would call me promptly. It has now been 4 months and i am fed up with lowes. It is a shame because i just bought a house and was using them for many of my renovations and im also in property management and was using their products for business. I dont even care about the fricken edger anymore, i just dont like being lied to, especially being a suposedly valued customer. I just bought 1100 ft2 of hardwoods and a paint sprayer with all the paint to do interior and exterior with trim and all and i used a competitor because of my rediculous experience. Fair warning, avoid the lowes in clayton nc off of 42!will never use lowes again 10/24/13 6:37PM
45 DAY’S OLD the ice maker stop working called for service had to wait a week and the day they show up the freezer stop working.
Part on order take up to 14 day that poor business . Ask for a new one they said they have to try to fix it first. What a bunch B/Sbad lowes 10/23/13 10:44AM
Overall - Lowe's 'associates' are an unfriendly bunch. There seems to be an attitude among them that the customer is intruding on their time.
They don't seem to be interested in helping the customer - only they keep asking if they can help. Once you accept - they become vague and upset.
This is not a single instance - this is a uniform attitude among most of Lowe's employees.Mock402 10/14/13 9:44AM
Lowes needs newn technology at bstore level. I tried to order a special order window and spent about 1 hour watching the computers spin and employees saying uh these computers suck they have been slow for years---I'm thinking I want to spend money and if I were a corporate personj trying a store out it was pathetic....Latham NY-This store is poorly run anyway...there are more store employees then customers and they are all yacking to each other. Glas I dont work for Lowes- never bought the stock either and never willpHILC33 10/12/13 2:24PM
ATTENTION LOWE'S CEO!!!
I am complaining about the firing of Karen Sizemore. Lowe's should be ASHAMED of themselves by firing a dedicated 18 year employee for trying to stop a shoplifter in your store! If this is how you treat your employees, then consider me to no longer be a customer! Oh by the way....I plan on to let everyone know that it's easy to steal from your stores due to absurd policies governing it's employees to do NOTHING to stop a thief!!! THIS IS WHAT IS WRONG WITH THE US TODAY....STUPID CORPORATIONS LIKE YOU!!! SHAMEFUL!!!STOLEN GOODS 10/10/13 11:46AM
I spent a lot of time picking out a matching wood floor to repair water damage. Lowes delivered the wrong wood floor boards and my installer installed them. They refused to refund or fix the problem since "I could not return the product" I showed that the box label did not match the receipt.HelotesCustomer 10/7/13 10:56AM
We recently purchase a gas range and received a Lowes gift card for $100.00. A few weeks later i purchased some blinds for the house with our Lowes credit card which gives me the 5% discount. I went to pay my bill tonight thinking I would apply the gift card to my credit bill. To my dismay I was told you can't use gift cards to pay credit bills. REALLY.... I could have used the gift card when I bought the blinds and put the remaining balance on the credit card. Does anyone see the insanity of this rule?
Lowes in Darboy WIAnonymous 10/3/13 6:30PM
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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 email@example.com 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 firstname.lastname@example.org 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
I recently went to your store located in Avondale, PA. My visit was prompted by an email I received stating free delivery on purchases of $49.00 and up. after concluding my purchase of over $178.00 I was told that the notice I received via email was applicable to internet buys only as described in fine print that you actually had to hunt for. As I was committed to this purchase I loaded the contents into my car and left. In the future I would suggest that the entire detail be in bold print for us senior citizens with ailing eyesight. As you may guess I was not satisfied with Lowes. in the last year I have made significant purchases not only for myself but also my business of several thousands of dollars. I will consider Home depot next time.Anonymous 7/8/13 8:20AM
Just purchased a Kohler Cimarron toilet at Lowe's Brodie Lane. Although Lowes.com indicated that the item was not available at this location ; Robert in plumbing checked the floor and found one as indicated in his inventory . In order to complete the sale he stayed a few minutes late and did not hesitate to help me get the heavy item in the car. I really appreciate the prompt service and the nice manner- independent of any features of the toilet.Leigh 7/7/13 6:24PM
Today I went down to lowes in Carrollton, tx and your employee named Franklin was an absolute life saver! It's employees like him make come back to lowes...he surely is an asset to your companyAnonymous 7/4/13 1:45PM
I use the Lowes store in Webster, NY.
Can't say enough good things about the people and everything else about it.
Especially, the ass't manager Joe Strucker. This is the 2nd. time he has helped me.
Here is why he is different. Most people assisting customers answer you questions and try to get on to the next customer. I don't blame them. I do that myself (unfortunately) with my customers in my business.
I am over 70 and can get cranky. Joe showed me how to handle customers.
THANK YOU JOE AND LOWES.wwwursa 6/30/13 3:56PM
While visiting family we stopped at Lowe's store number 1122, in New Carrollton, MD. I was looking at carpet and a young man named Tony Anderson was there to help me. He was the most friendly and helpful person I have met in any business. I hope Lowe's Corporate Office recognizes Tony's great service to their customers because he would be an asset to any business. This young man will go far with his great attitude, personality, and willingness to be helpful. Thank you Tony! We love the carpet.Michigander 6/29/13 10:46AM
While visiting family we stopped at Lowe's store number 1122, in New Carrollton, MD. I was looking at carpet and a young man named Tony Anderson was there to help me. He was the most friendly and helpful person I have met in any business. I hope Lowe's Corporate Offices recognizes Tony's great service to their customers because he would be an asset to any business. This young man will go far with his great attitude, personality, and willingness to be helpful.Michigander 6/29/13 10:42AM
So this surprised me I shop at home depot or LOWE'S and most of the time the only help I get is self help last vist to lowes i could'nt find what I needed ask 2 different. Employees. For help got none went to service desk asked Stacy if she could help she told where to find what I needed the five min help she gave me was better than the forty min I wasted lookingAnonymous 6/19/13 10:24PM
On Sunday, I purchased a new outdoor light only to get home and realize it was the incorrect size. The correct light was $20 more, but Erika Rodrigues of store #1160 in Cincinnati, Oh was kind enough to match the price for me. This kind of stuff just doesn't happen these days, so needless to say it was a day brightener for me.
Thanks Erika and Lowe's Cincinnati, I will be back!Margie 5/8/13 2:44PM
MR.MIKE HILLS of wilson store n.c. went out of his way to help us with our special order door for our home. very helpful in making appliances puchase on our return vist. he was able to answer our question on other items that we purchase. Thank you for all the help. walter&sylviaAnonymous 5/6/13 7:55PM
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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
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