Lowes Reviews

Name: Lowes
Rating: 1.59

1.6 Rating 854 Reviews

13 %

of reviewers recommend Lowes

Company Reviews

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Metrics

1.6

Based on 854 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 37%
Accurate And Undamaged Orders	Greater than 55%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Kathleen Wilson

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Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Do not buy from Lowes! Please don't....For your own good. Here is my experience, which I honestly can't believe until this moment! Tuesday March 7: Decided on a dishwasher from Lowe's and submitted payment (add a hose and the fees for hauling away old dishwasher. Delivery is confirmed for Friday, March 10th. Friday March 10, 8am: Delivery right on time. The two gentlemen brought in the box to the kitchen and asked if we had the old dishwasher ready. I didn't understand, but I pointed to the old dishwasher which was still in place! This is when they both looked at me surprised and said that the dishwasher needed to be uninstalled (and a plumber would need to connect the new one)! I told them this was not indicated anywhere. But they insisted (understandably) that they just deliver. We asked them to leave the dishwasher and that I'll call Lowe's to see what the issue is. Friday March 10, 8:32 am: I call Lowe's customer service, and reach a representative (Myra) and I explain that nowhere on the page where I bought the dishwasher, nor the emails that we received after, was there any mention that we needed to pay (or arrange) for uninstalling old dishwashers and installing new ones. She says sorry this happened but it is known that this is how it is with dishwashers. For the following ~10 minutes we keep going back and forth- she says it should be known, and I reiterate the fact that it is not RIGHT to assume that I know. Certainly not! I know the instructions that I read. this is what I know. After the couple of back and forths, I ask to escalate, and she was OK with submitting an official complaint, but then has to go back and say that it is not their fault. I then told her to please stop saying that- they know certain things, but I most certainly as a customer shouldn't be assumed to know it. This is when she hangs up! Friday, March 10, 8:49: I was stunned that I was hung up on. I was not rude, I was not loud; I was just stating facts. and she hung up. My husband wanted to give her the benefit of the doubt and see if maybe the call disconnected, cause it does happen. We waited for about 10 minutes hoping to get a call back (and yes she had the order number and all the phone details were known for her). We didn't hear back, so I called again. Another representative answers and I give her a brief and ask to check the recording to confirm! She apologized on her colleague's behalf and confirmed that the complaint has actually been submitted and a manager would be calling within 4 hours. This is when I asked for them not to call back on my phone (I knew I wouldn't be able to answer), and made sure they would call my husband's phone. She made a note of that (I think) and said to wait for the call. Friday, March 10, 1:20pm: Of course, who do they call?! My phone! And I only see the missed call. I called my husband to see if maybe they reached out to him after, but he says no. Friday, March 10, 3:57pm: I call them back and again ask for them to have the call back made to my husband's phone. I didn't expect anyone to call on Friday again, but made sure it was still not to my phone. Monday, March 13, 10:35 am: I call back to see what the status is and I'm told that someone did call later on Friday (I didn't get any missed calls nor did I get a voicemail for that one). they said it was on my phone! Again! At that point, I asked the representative to completely delete my number and just have my husband's, since following simple instructions seemed to be an issue. She confirmed and said that someone would call tomorrow (Tuesday). I told her that this couldn't wait any longer and that I needed to speak to someone today. She put me on a hold to check and then came back to tell me someone was available to speak. I got on the phone with one of the escalation managers and reiterate the issue. Nathan said he could connect me with the installation team and they would give me a quote which could change once the installation takes place. After hearing him out, I was still a bit confused, so asked him if we will be expected to pay for the installation? and he answered yes! This is when I told him no..I will not be paying for the installation. Had I known about this before buying I would've been OK. Just like they clearly highlighted that we needed to buy a certain hose, and we needed to buy for hauling away the old dishwasher, I expected them to tell me that I needed to pay for installation! He said this cannot be waived. I told him then I certainly don't want to keep the dishwasher and I want to return it, and this is when Nathan says we are passed the 48-hour return policy! I was stunned. This was coming from a manager at LOWES. not some random store in the middle of nowhere. LOWES! I told him I didn't want anything from Lowes at my house and needed to return the dishwasher (which was not opened of course!). And he still said that was policy and nothing could be done. Just a few points: we went back to the website, and ran a random transaction for a dishwasher to see if perhaps I had missed something. Nowhere does it mention that we needed to pay for installation? If it was, we would have def. paid- cause why wouldn't we!? We went back to the email confirmations received, and the vid walkthrough of how to make sure the installation and delivery are a seamless process. NOTHING! the vid even confirms that the delivery people are responsible for installation and CHECKING that the appliance is working. there are no disclaimers that perhaps said "dishwashers are different". So now they do not want to pay for their mistake and they do not want me to return the appliance because we are past the 48-hour mark (noting again that the delays in getting the phone call back were because of their incompetence in taking simple phone instructions / following them). I really hope no one buys from Lowe's anything. I will be posting this everywhere I can to be sure to warn anyone. My friends were the first!”

Helpful Report

Posted 2 years ago

“6 days have passed. Lowe's still has over $800 dollars of our money and we have a broken washing machine still sitting in our house. I ordered a washing machine (4.5-cu ft High Efficiency Agitator Top-Load Washer (White) on February 28th . It was delivered and installed two days later on March 2nd. After the installation it began to leak. The people came back to make sure everything was connected correctly. They determined that everything was hooked up fine and the washing machine was faulty and needed to be exchanged for a new one. We wiped up the water on the floor and unplugged the machine and I called to get a new machine. I was told I would receive a call within 24 hours about getting a new machine. March 3rd 25 hours later no phone call. I call back and found out that the washer we wanted was out of stock and the best solution was to have the faulty leaking machine picked up and get a refund, so I scheduled a pick up of the faulty machine delivered on March 2nd. I'm told to wait till after 6:30pm on Saturday March 3rd to get a phone call about when it will be picked up. I wait till 7pm and call back to find out that they're running behind schedule, but will pick up the broken washer on Sunday some time between 3:30 and 7:30pm. Sunday March 5th 1:30pm I get a call saying that the truck broke down and they will have to reschedule the pick up for another day. I'm still waiting on a call to tell me when the pick up will be rescheduled for. At this point 6 days have passed. Lowe's still has over $800 dollars of our money and we have a broken washing machine still sitting in our house. This is the worst serve I've experienced with any company ever. Update : They picked up the washing machine. Now I only have to wait 9 more days to get my money back. So if you'd like a company to hold on to your money for three weeks without a washing machine I recommend Lowe's. They do a great job of not providing any service and holding your money. Also never once offered any compensation for the ridiculous ordeal.”

Helpful Report

Posted 2 years ago

“I ordered a washer that cost me more than another store but went with it only because it would be delivered 4 days later .. that day is today and last night i got a call from the rudest 3rd party customer service agent i have ever had to deal with. He informed me that they are busy and it wouldn’t get delivered for another 7 days. After getting hung up i called to and spoke to the assistant manager (collen I believe) at the west Saginaw lansing mi store which sent a email. He did inform me it was a stocking issue. Although helpful it doesn’t change the fact that it’s costing me money to rearrange my schedule. Time that was already arranged today and no discount was offered. The amount of money i spend at Lowe’s is ridiculous and from now on it looks like the competition is gonna get that. Lowes please stop using 3rd party trashy unorganized companies when it is your name getting trashed. I fully intend on telling my story in more details to everyone i know”

Helpful Report

Posted 2 years ago

“APPLIANCE BUYERS BEWARE! Returns of appliances are now only allowed within 48 hours of purchase/receipt. Not knowing this, I tried to return a faulty countertop microwave oven four days after purchase at the Longmont CO store (heating function started good but significantly degraded, interior light failed, microwave radiation emissions measured at over 2x standard). I was never informed of the 2 day return policy at purchase, but when I tried to return it I was told “that is our policy” by four different employees, and “our competitors do it”, and “there is a sign at checkout”. Wow. I immediately cancelled the online purchase of an under cabinet/over range microwave. How do you install and then test that if it is faulty in that time frame? I consider the policy and employee handling to be a major and unreasonable deterioration in service level. Interestingly, Home Depot’s appliance return policy is also 48 hours, but Costco’s is 30 days and Walmart’s is up to 90 days.”

Helpful Report

Posted 2 years ago

“Well Lowes continues to be a disappointment! Once again not shocking that they advertise over 146 bags of an ice melter and my husband went right over well not a shocker at all that they said Oh we have none of that left! Yet the site still says there are over 146 same as it said an hour ago. Why do we even bother.”

Helpful Report

Posted 2 years ago

“walked around in the store for over 15 minutes trying to get help in lumber. Finally saw two employees that were moving materials to the outside of the building. I asked one on the employees if he could give get me a price on a particular sheet of plywood (SINCE NOTHING HAD A PRICE POSTED) He asked me if I could follow them to the frot of the store, where he got a price list from the checkout area. I asked him if I were to give him another item number, if he could give me a price, on a different sheet of plywood. At that time he suggested that I go to the cashier, and give her the number, as she could give me a price. I did as suggested. However. when I tried to explain to the cashier that I got the item number off the store web page, and there was no item number in the area of the plywood, her response was, "I think we have some plywood outside". It immediately became evident that she had no clue what she was doing. At that time, I left the store for the last time. I have been trading with Lowes for a very long time, but this sort of thing happens too often. I have no intentions of trading there again.”

Helpful Report

Posted 2 years ago

“don't try calling lowes in Muphy texas you will never get someone to answer the phone”

Helpful Report

Posted 2 years ago

“Lowe’s shipped our expensive induction range via FedEx who would only leave it on the sidewalk. We personally had to haul the 200lb stove up two outside flights of stairs while the poor packaging fell apart. Bummer. Hoping the stove works.”

Helpful Report

Posted 2 years ago

“Purchased a washer from Lowe’s paid for delivery and installation. When we ran our first cycle water came running down our hallway (wood floors). The drain hose was not connected to the machine at the bottom. Lowes filed a claim with the third party company they hire for deliveries, insurance for said company denied claim because person installing the washer was working outside the scope of their job? Lowes will not pay for our damage. We will NEVER set foot in a Lowe’s again!!!!!!”

Helpful Report

Posted 2 years ago

“Worst company when it came to online purchases. this is the 3rd time in a road I am dealing with Lowe's”

Helpful Report

Posted 2 years ago

“I bought a washer/dryer for delivery, installation, and take-away service. I paid for it. Six weeks later - they dropped it off by dropping it on the ground (big dent); drove away without installation or take-away. Six weeks later, I've spoken to ten different customer service people in various places around the country; visited the store (a two hour round trip for me); and spent 2.5 hours on hold. The ten different employees all said they were so sorry. The store manager and regional manager couldn't be reached as they are in Vegas. I guess the house always wins because I spent close to $2000 in 30 seconds and ended up with bupkis. Will never shop here again. Plan to encourage my community to shop elsewhere as well.”

Helpful Report

Posted 2 years ago

“Ordered washer and dryer from Lowes. Extremely rude and unprofessional delivery crew. Unable to get assistance from local Loews where appliances were purchased. Will not return to Lowes for anything.”

Helpful Report

Posted 2 years ago

“I purchased a washing machine. Delivery company tried steal my pedestal. Delivered wrong washing machine. Called customer service. Was promised a comp pedestal and the correct washing machine. Was told I would receive a call for confirmation. This led into five days of me calling for updates and being lied to that I would receive a return call. End result was an offer of 15% discount on pedestal. Asked for a refund. So instead of doing the right thing, now they have to sell a used washing machine and loss of a customer”

Helpful Report

Posted 2 years ago

“Bought an LG fridge expressed diligently doors had to be reversed. Salesmen write order down with our request. Was delivered At almost 9:00 pm!!! Insanity at the utmost . Low and behold doors WERE NOT CHANGED!! So ticked off right now can’t wait to visit them at the port charlotte store This am. Patricia Federer”

Helpful Report

Posted 2 years ago

“Place order June 15, 22 for cabinets cost 15000$ They are hire sub contract to do the job. one man show up to install the whole cabinet by himself. And every thing is horrible. crooked , uneven, damages , hinges loose etc. I called them numbers of time. every time talk to different person. no work progress, now Wednesday 18, 2023 My kitchen still not done. designer and his team design is wrong. the refrigerator does not fit the spot that he designed. customer service came just took a pictures but to resolution. the worse company I ever seen. I will not do business with Lowe's anymore.”

Helpful Report

Posted 2 years ago

“ZEROOOO STARS!!!! I USED to love shopping @ Lowes in their clearence section in Lawn & Gardens during the spring etc seasons.... BUT NOW.... after this online experience I dout I ever shop @ Lowes ever again.. The product I ordered kept getting cancelled (2×) & Lowes couldnt tell me when I would get my product.. They were QUICK to TAKE my money BUT take 7-10 days to get your money back!! BS... thats what it is..... DONT WASTE YOUR TIME OR MONEY SHOPPING ONLINE WITH LOWES. And their customer service is NO HELP...”

Helpful Report

Posted 2 years ago

“most ridiculous thing ever, was ordering an item online to pick up in a store, price 5.65. realized i had wrong location, was a bit further then my store changed it to my store and price of exact same item was 17.95. wow crazy and a rip off. asked if they would price match the other store, very rude NO I was told, never seen a store with same name have such a big price difference, will be taking my business to Home D.”

Helpful Report

Posted 2 years ago

“Went there because according to their own web site they had 18 boxes of a specific vinyl planks. After driving 45 minutes the moment I asked about those planks it looked like I wanted to k ow where the aHoly Grail was. Panic, confusion, frustration cluelessness, drama, accusations, you name it took place. Bottom line they could not find those boxes. For those people working there I only have a five letter word for you: SEARS. Keep it up and you all are going to lose your jobs.”

Helpful Report

Posted 2 years ago

“I ordered a washer and dryer and they are going to deliver it on Monday January 9th but they had the wrong address down and I spelled that address four times to the representative who took my order and then after that I'll do all hell broke loose with that lowes.com they're the worst company I ever seen to deal with I still owe $3 and something all night Lowe's credit card that I didn't even I had zero balance till I charge that washer and dryer on there but they're the worst company you can ever deal with don't ever deal with them on lowes.com cuz they're out the screen after they put a money which it wasn't supposed to put on my card to the day of delivery which they canceled over and over and then I just cancel the order and it took me I haven't got that straightened up yet and it's been a week so don't buy anything off at lowe's.com unless you want to be screwed and put on a deadline or hung up on or transferred to the warehouse or the delivery service which I shouldn't even had to talk to but the people answering the phone at lowes.com or the ignorant worse people I ever dealt with so if you want to be screwed go order something off the lowes.com cuz I was I never seen the likes how ignorant the customer relations are with that lowes.com so they had me a nervous wreck all week I won't buy no more stuff at lowes.com so I just thought I'd tell you my experience with him”

Helpful Report

Posted 2 years ago

“Purchased backsplash tiles and other materials from Lowe’s Scio Twp Mi. store. Had second thoughts about installing ourselves so revisited store to set up installation services. Installation order written up them knowing had already purchased some material. Measurer out in a couple of days and received written quote/detailed materials list shortly thereafter. Brought materials list back to store to have them assist in additional needed materials. Paid for additional materials, installation and then the nightmare began. Call after call back and forth with store, customer care, installation services. Long story shortened, they couldn’t wrap their heads around the fact that all materials were purchased at Lowe’s based on THEIR material list even though the first set of materials were purchased AT LOWES intending a DYI. Usually blame these bizarre experiences on organizational structure issues and policies, and at least that is partly to blame here. Essentially the store “fired us” as customers, refunded the labor and ended the project. Would NEVER recommend this store or Lowes in general after spending thousands and thousands of dollars there the last 5 or 6 years for DYI renovations, appliances, etc. Will be heading to Home Depot or Menards for next project.”

Helpful Report

Posted 2 years ago

Lowes is rated 1.6 based on 854 reviews