Lowe's Home Improvement

I have never experienced the type of horrible customer service in my life. My husband and I went to go buy a BBQ ($700+ item). We get there and a worker comes to help us. He didn't have all the answers, no biggie- I looked up the answers online. W decide to buy and ask him to bring out the grill either boxed or already put together.

He brings it out already put together, again no biggie. We ask him that it will not fit in our SUV this way, we will just need to put one side down which can EASILY be done with a wrench. He says that if it doesn't fit, we can easily have someone come and help us.

We purchase (after waiting 20 mins in line) and get to the car. It doesn't fit. The person helping us with the propane tank points to a worker who is helping another individual load their car and says that person can help you if you pull up your car to the yellow loading area. So my husband pulls up. We ask the employee who she pointed to and he says he will not help us and he will get someone from hardware to help us..

So we wait, wait, wait....

20 mins later, I go inside and ask how much is delivery (they say its an extra $80 and she says "oh yeah, hardware guy is coming to help you" )

I go back outside (see the initial employee just walking around, not helping anyone). Still waiting ...

We grab the grill and I just go to return it. Waiting 30+ mins for someone in hardware to come and help us load is ridiculous. When I go to return, the customer service rep doesn't even apologize or mention that fact that not one person came to help us. She rudely takes the receipt and completes the return not saying one word.

Can not believe such service exists at places. We went home and bought the same grill from Home Depot and had it delivered with no extra charge.

We will never visit this location again, horrible customer service.

I was shopping for a backyard BBQ gill for my backyard and walked into lowes. Lowes is like home depot but i prefer its decor and layout which i think is more suitable for regular consumer rather than professional contractors.

For the gill, i like what i was seeing and i like how many model and features there are and i was a little loss on exactly which one to get. I was waiting in the section hoping i can find someone to speak to but unfortunately after 15 mins i wasn't able to speak to someone and i had to go. I might do some research online and come back.

I guess it is also good for me to compare their prices with sear and stuff like that.

Summary - Went to this store to buy a refrigerator and dishwasher. Multiple workers didn't want to deal with gift cards. One of them went as far as yelling at me when I said the gift card states I can use it in-stores. Delivery was delayed and was missing items. No one picks up the phone in "Deliveries" for multiple days.

Thanks to Desiree for being the worker that was willing to ring me up.

Did my research with appliances. Compared to Home Depot / Costco / etc and decided to go with Lowe's. Bought some gift cards ($2500 worth of gift cards) that were on sale and drove over.

Appliance lady quickly did my order and told me to go up front to pay with the gift cards I have.

1. First cash register lady tells me to go to the "lumber section" because she doesn't want me holding up the line.

2. I go to lumber section and the girl wasn't doing anything and looked bored but said she doesn't want to do it. Go to customer service she says. Would rather sit there doing nothing.

3. Now comes the best part. They reserved the best for customer service. Customer service worker refuses to take the gift cards. Tells me they are probably for online only. I said it states on the gift card "to use at any Lowe's or Lowes.com" and she raised her voice "LISTEN! if you aren't going to listen to what I say, I'm not going to help you!" I... could feel the customers next to me just looking over. Was I being a Karen? The worker says she can take my regular gift cards, not the printed out ones. Fine. I'll take what I can. After she swiped two gift cards, she said she's not going to do them and to come back on Saturday when the manager is in. I was really irritated. It states on the gift card clearly how to scan it (attached photo), but even mentioning so will get her to refuse me service. I passionately hate this place.

Now I had Lowe's gift cards I couldn't spend at Lowe's

I walked over to the original appliance lady and was going to let her know I need to cancel the purchase, then Desiree said she'll go ring me up AND SHE DID! Scanned all my gift cards one by one! It must've taken 5 minutes, but she did it with a smile. I was so thankful! I tried to tip her, but she said "we can't accept it." Wow. Thanks Desiree!

So in conclusion. Other than Desiree doing her job, it was a terrible experience. Next time, I'm shopping online or going to Costco or Home Depot for appliances.

* Update on the Delivery
- I waited 2 weeks so they can deliver the fridge and dishwasher together. After 2 weeks, they only had the fridge.

- Delivery guys were great. Fast and delivered quickly without any issues.

- Dishwasher was delivered without the kit I ordered. Ugh.. here we go.

- Called customer service and was hung up on after waiting for 15 mins.

- Called again and after some talk, I was offered to have the kit shipped to me or I can pick it up in-stores.

- I opted to have it shipped. Nothing was shipped.

- No one picks up the phone for days. Yes, days. I tried different hours, different days. No one picks up. Phone rings for 15 mins and then hangs up on you.

It's easily a 1 star from me because I don't want anyone going through what I did to purchase an appliance at Lowe's. If you know exactly what you need (tools, material, gardening), it's still a good stop. SOS (special orders) or if you have to interact with people in any way, just avoid it.

This is for the Customer Service Returns department for the Unprofessional Manager. 05/22/24 at 19:39 PM

You deserved NEGATIVE Stars. I don't even understand how you are a Manager and how you still have a Job

I have never been so Disrespected in my life! Especially if this person is truly a Manager like he stated. I was returning some plants that were still in great condition. I bought them 2 weeks ago, but I changed my plans for the backyard layout so I did not need the plants. I know you can return up to 30 days and some stores even take 1 year for plant returns.

The worker who was helping my wife and I was very Rude and Unprofessional, he was yelling in my face and was very hostile. I felt very disrespected and threatened as he put his face right in front of mines. He stated he could not take it back because it was on sale, we asked him where does that say on the policy or receipt and to show me and he said "I Don't Know" I asked why he does not know and he said "I Don't care"

We showed him the policy, which he also read and he raised his voice, "I don't fucking care!" I asked to speak to his manager and he stated he was the Manager so we wanted to speak to his supervisor and told us we'd have to come back in the morning. As a Manager, your job is to know your policy and provide customer care. You are working in the customer service department. When I asked why he was doing this, this Manager stood in my face and yelled at me that he didn't care and told me that I'm being recorded, I told him good cause he's also being recorded. Please watch the recording, this manager stood so close to my face, he was threatening my safety and personal space. His coworker also stood by and did nothing which is also very disappointing. In the end, he said "Give me that fucking thing" and grabbed the plant to return.

Please have him go back to do some competency training for customer service or leadership training, better yet he shouldn't even have that job with his repeated behavior. Read other unsatisfied customers' reviews on him, your store is suffering from this Hostile Staff. We will not be coming back to this store and will forward this to management and corporate.

I like going to lowes instead of home depot is because i feel it is some what more inclusive to female shopping in a sense that i am not immediately walking into the lumber and power tool sessions or something.
I was in shopping for a brand new refrigerator and a cloth washer. What i like is their spacious shoe room and i was very impressed by their selection and different model of appliance they have. I also again like their decor is clean and inviting. However after walking back and forth for about 15 mins looking in those appliance ally, i was surprised that i was not offered help once. I understand it is 8pm on a tuesday but there were 5 people working. I went up to a worker chatting with another employee, i received a yes or no type of answer. I will try it on another day and hopefully i get better luck.

Quick stop to pick up some shelves ( ordered them before hand) and brackets. Amazing hosts at the pickup desks that make the task quick and efficient right from checking in to picking up the ordered items. An in-depth review awaits once I make it to the store for a detailed visit though I would absolutely recommend the store.

Shoutout to Paola for helping me out with the order!!!

This store has a 1.9 rating for a reason. Lowe's has smaller carpet cleaners (Bissell) than the competitors so I rented one. The young man who helped me was extremely customer oriented, quick, cordial & walked me seamlessly through the rental process. I had a limited time (no cushion) given I have a job & meetings so I started immediately. About 20-25 minutes into the cleaning, I realized the carpet was not wet/damp so checked the collection reservoir and there was at best, 1/2 in. of water. I made sure the components were properly in place and did another 5 mins. with the same results. I immediately drove to Home Depot which is 15-20 mins. closer to my house. Later, I called Lowe's to notify them/note my account that the equipment was faulty. They clearly stated I would need to come back & get another cleaner (believe I rented the last one) and when asked for a refund, it was an astounding "NO REFUNDS, YOU HAVE TO RETURN & GET ANOTHER CLEANER".

I did not have an additional hour to drive down, go through the exchange process, drive back home and prepare the cleaner for use (thank goodness for Home Depot). I returned the equipment an 1.5 hrs. before it was due & addressed the refund topic. Christine (morning Returns Customer Service) assisted me and she stated "NO REFUNDS, YOU SHOULD HAVE COME BACK FOR ANOTHER CLEANER". I then addressed my $83.75 deposit and she again stated "NO REFUNDS" although I returned the equipment prior to the due return time (pictures below). These are separate transactions so as I was explaining to Christine the such, she interrupted me, put her hand towards my face (non-violently) and stated "LISTEN TO ME" in a raised voice. The line was getting long so I asked to speak with a manager so other customers could be helped. After speaking to her supervisor, she found the deposit is refundable & stated "LET ME GET YOUR DRIVER'S LICENSE (which they already had a copy of) & COMPLETE THE REFUND". Christine then went on to make negative comments about the person who rented me the cleaner stating "WHOEVER HELPED YOU CLEARLY HAD NO IDEA OF HOW TO RENT EQUIPMENT AND MESSED THIS PROCESS UP". Clearly she has no idea as what service physically takes someone's drivers license? The absolute worst customer service.

My solution: NEVER shop at Lowe's again, make others aware & stop/dispute the charges with my credit card company (including the deposit as it has been charged and not reimbursed 8 hrs. later although the charges went through immediately).

Avoid this place if you can. The workers looks like they're forced to work there. Asking for help is the biggest inconvenience of their life. Ordering online is a joke. They'll miss several items or ship the wrong stuff. Go elsewhere and save yourself a migraine.

The worst Lowe's I've ever been to, the people that work here are lazy and unprofessional. Good luck getting help here if you ever need it, no one will show up. My husband and I waited by the carpet runner section for almost 30 minutes after calling for help, NO ONE showed up after multiple calls, and we couldn't find anyone that worked in this section. Don't come here if you value your time, would give it zero stars if I could!

Unfortunately there isn't a low enough rating to mark on this app. Terrible customer service. Justin the "manager" is absolutely no help and has a condescending attitude. I would never recommend visiting this store.

Return policy is not printed on receipts it's only available at the counter. They make up excuses as to why you can't return items for store credit and have a very vague explanation of their policy at the counter.

Review is about Assistant Manager named Ruby.

Lowe's has always been my go to destination until recently.The location itself is clean and lots of parking, it for sure is one of the most organized home improvement store.

I did an online order for store pickup, it took 3 weeks to receive my microwave. Not the fault of the store of course but upon arrival and within 10-15 usages after a day, the microwave turntable made a rattling noise.

I took it to the store the next day and ASM Ruby was at the service desk. Ruby told me the serial number on the microwave does not match what was on the box which was extremely absurd as thats not my fault or my own issue, I received what I received, the fact that it doesn't match isn't on the consumer but more of the manufacturer.

Ruby then made up a bunch of excuses like "oh Look it's dirty". Yes, I used it 10-15 times it's not going to be brand new.

Ruby then said, "oh look, it's missing the plastic wrap". Well obviously, why would I leave the plastic wrap on the product if I am using it?

Ruby then said, "this was made in November, we are now in April". As a consumer, that has zero correlation to my issue. We do not care when an item was made, we care if it works or not and in this case - it's not working".

Ruby then called the manufacture and said "well, since they can't verify the serial number, i can't accept the return, give the manufacture a call and see what they can do for you".

I've called the manufacture afterward and they told me to return it to the store because it's only been a day and still within my warranty date of 90 days. I called the store this time to speak to Ruby and she said, "that's not my problem, my store my rules" then hung up the phone.

All in all, I am awaiting a response from Lowe's District Manager Jeff Reynolds to access the situation. As an ASM, Ruby definitely needs to be retrained and rather than make up excuses and pointing out the obvious, focus on the issue at hand and follow the SOPs.