Maureen M Amn
map-marker Philadelphia, Pennsylvania

Unprofessional customer care

I have literally been on hold for two hours trying to resolve a major problem I'm having with my transaction. And not the first time, your wait time is a disgrace, 45 minutes my *** First I waited 50 minutes for someone to actually pick up the phone, spoke with Kyra and she tried to help but couldn't. She then went to get her manager about my problem, offered me an unacceptable 10% discount and when I asked to speak to the manager at Customer care I was put back on hold, still holding for now. I think its VERY unprofessional this tactic is being used by your company. I will NEVER shop here AGAIN. I will use social media to deface your company any chance I GET. I took two days off of work because I received a damaged appliance from your warehouse. Then I was told I could no longer get the appliance I bought and paid for due to back order and to pick another, which I did, but after buying 4 appliances and the warranties, and this is the thanks I get? Being put on hold by immature associates/manager who don't want to deal with the problem? I'm disgusted and wanted you to know, because I intend for ALL to know. I actually want your company to come back and take ALL 4 appliances out of my home. I will be waiting for a PROMPT response Maureen Melchiorre.
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Pros:
  • Able to use my lowes credit card and get a discount
Cons:
  • Customer service experience was terrible

Preferred solution: Price reduction

Brenda C Yhu

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Augusta, Maine

Poor Customer Service

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Ordered 6 outdoor dining chairs. Took the money out of my account 4/21, received 5. Called Customer Service who stated I could call Federal Ex??? or they would refund 1 chair and bill me for another one. This took 30 MINUTES!!! on the phone. Customer service person for Lowes said they would send me an email regarding the order, never did. Was told the chair would be available on 5/5 for pick up. I called Lowes in Augusta, Maine on 5/4 to verify order would be there. Waited 9 minutes for someone to answer the phone, then told yes it would arrive on 5/5. Went to the Augusta, Maine store on 5/5 at 4pm no chair and they have no idea where it is or when it will arrive. Called Customer Hotline 800-445-**** was on hold for 22 MINUTES no answer. Looked up website and called Customer Service 800-445-**** (same number) , spent another 30 minutes on hold, no answer. But yet they have my money.
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Pros:
  • Convenience
Cons:
  • Not greeted by employees
  • Poor customer service
  • Employees hide not to help shoppers

Preferred solution: Let the company propose a solution

User's recommendation: Go to Home Depot or shop Wish...

2 comments
Guest

You can't get ahold of anyone because you keep hanging up too early. Sure, I think that long hold times are annoying.

Everyone does. However, you have to work with what you've got. Just put your phone on speakerphone and set it down while you wait. Occupy yourself with a game or food-prep or something else.

You could even watch TV if you keep the remote handy to pause what ever you are watching when someone comes on the line. Just stick it out while you are on hold.

Ask for a case reference #. When they say they are going to email you, tell them you'd be happy to hold the line while they do it, and be sure to check your email inbox for the email before you let them hang up.

Guest

After another 45 minutes on hold, told now the chair will arrive Friday...I told her I wanted to file an official complaint, she said....I will need to place you on hold...I waited another 18 minutes...nothing..I hung up

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Joseph H Noa

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Verified Reviewer

Extended warranty rip off

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I've had a terrible time with Lowe's warranty. Purchased a Kobalt 80v leaf blower a year ago.

The battery specifically says 5 year warranty. 9 months later the battery will not charge more than ½ so I went in for a replacement (With the original warranty). They said they would not replace it because I hadn't bought their extended warranty, and I had to deal with Kobalt directly. Contacted Kobalt and they told me to bring it to Lowes for a replacement.

Lowe's flat out refused. So what am I to do. After raising all kinds of holy *** and complaining to the Manager, they finally agreed to give me a complete refund On a STORE Credit, so I could buy a new battery.

This extended warranty program is a total customer rip off. The item plainly states it's 5 year warranty, yet Lowes will not honor it, and Kobalt says to return it to the store.

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Preferred solution: Let the company propose a solution

User's recommendation: Don't waste your money on extended warranty

Anonymous
map-marker Montpelier, Vermont

Unable to get a live person on Phone

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tried twice to contact someone at Lowes for customer service. 180* 465 **** for 45 minutes with no person picking up.

Then 180******** and was put into another wait: 35 minutes with no personal response.

If you are short staffed, then you should allow call back option so customers don't sit and wait for no personal response. Not good service. What happens if I need to change a delivery date??

Wait on line for perhaps hours? Will probably just cancel the order.

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2 comments
Guest

This service is a scam they will not approve you for a 84 month credit line if your credit criteria is not ment which is not disclosed in the fine print.

Guest

I am having the same experience. I've been on hold for an hour and have not been able to get thorugh.

I ordered a couple of items on May 21st and the indication was that it would be delivered May 28th. Today is May 30th and I went online to check status. All is shows is that the order has been received. Nothing about whether it has been shipped, when it is due to be shipped, etc.

I called to get more information but still am on hold as I write this note. This is the first time I've posted a complaint about a company online.

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Patricia B Lql

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Verified Reviewer
| map-marker Banner Elk, North Carolina

Length of call to get warranty service

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I am still on the phone (after 4 hours of waiting) to get someone to help me with a washing machine that is covered by a Lowes warranty plan. I am not kidding, it has been 4 hours of waiting. I am ready to pull my hair out. I have 5 appliances covered and previous repairs have not taken this long (by a long shot) to set up an appointment. I don't know what is wrong but I have no choice but to try to hang on. I love Lowes but repairs are getting terrible.
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Preferred solution: Deliver product or service ordered

User's recommendation: Do the warranty only if you are extremely patient

2 comments
Guest

If you aren't aware there is a pandemic going on. Call centers have had to cut staff to allow for social distancing as well as having parents who can't come in due to having to take care of children who are now home due to schools and day care being closed. These are not normal times and you need to accept the delays in life that are happening.

Guest
reply icon Replying to comment of Guest-1868475

I certainly understand the difficulties people are having during this time, my husband and I have been quarantined for over two months. I purchased 5 appliances from Lowes and they lost/can't find my account nor the guarantees that were purchased to cover them.

I spent a total of 7.5 hrs today getting it straightened out and have an appt. scheduled for Thurs. I never raised my voice nor was I rude to the people on the other end of the line, it was not their doing, they were trying to help. It was a computer glitch or sun spots or something, who knows.

I still enjoy shopping at Lowe's and will continue to do so. They are a great store.

I wish you well during this difficult time the world finds itself in. Take care and God Bless.

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Tom A Jxb

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Verified Reviewer
| map-marker Big Rock, Arkansas

Poor Service

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I ordered a product online and found that the price charged was over two times higher than Home Depot, Amazon, or others. I went to the store to obtain a Price Match and after a considerable amount of time was told they could not issue the credit and was given 800-465-****. I was on hold for over two hours, called several times and was never answered. I called the local store in Little Rock and was disconnected after asking to speak to the manager. I called back and they transferred me to the managers phone which rang about fifty times and was answered and then transferred again after stating my problem. The phone rang about a hundred times so I hung up.
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Loss:
$100
Cons:
  • Extremely poor service and over priced product

Preferred solution: I need to have problems resolved. Unable to contact manager or customer service.

User's recommendation: Worst service and rudest employees I have ever witnessed

1 comment
Guest

Next time do your price comparisons before you make the purchase.

Anonymous
map-marker Clearwater, Florida

Still no response

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Received a nice email from Lowe's Customer Service after going through Pissed Consumer. CS sent it to the local Lowe's store and we were contacted by a manager. He heard the complaint again. He said he would contact us by noon the next day. We have heard nothing since and it has been 4 days. Tried calling the store but no one answers the phones. Tried responding to the email from Customer Service but email address is "not available."
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User's recommendation: Do not deal with Lowe's

Anonymous
map-marker Mount Dora, Florida

Praising customer service

Trying to find an email address
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Anonymous
map-marker Simpsonville, South Carolina

Rebate

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Noone has gotten back to me !!
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Tyler M Ibu
map-marker West Finley, Missouri

Would like help to resolve issue from higher up

Hello my name is Tyler Moss, I live in Ozark Missouri I was set to have a new microwave, fridge, stove, and dishwasher delivered on Friday March 20th. I called the day before to make sure everything was still good to go due to the trying times were all going through with the virus, I thought this may slow down or push back some of the deliveries. The person at my local Ozark Lowes I was speaking to informed me they were showing my delivery for April 6th and that my products that were ordered had not arrived to their location yet. I was confused by this but thought it was due to the virus so I did not think much about it. The next day I received a call in the morning from my driver asking if I was ready to receive my items. I was very confused and told them what the local store had said to me the day before, but I was home and was ready for the items to come. They also told me on the phone that they would not be able to bring these items into my house because they had a new policy due to the virus that they could not enter the house but could put them in my garage for me. After receiving my items to the house I began to contact the store’s customer service lines. I explained to the local store as well as the main Lowes customer service number throughout my many calls made during that day I was unsure on how I was going to get these items into my house or set them up. I was told by the driver the sales person who sold me these items in the store was new and that was the reason I received no info about installation options. I assumed they were just installed when they were brought out, but it was explained to me how they go about that and I do understand and am able to connect them myself, I just wish I would have been told that earlier. My sales person also told my wife and I they had a special if we purchased 3 or more items of the same brand, there was a special if I remember right to get 3% off but while starting the paperwork for the purchase, suddenly realized it was a rebate and not a discount on the items. I would think it was an honest mistake until my brother in law informed me that same sales person did that exact thing to them a few weeks ago when they purchased their items. After talking with different managers at the Ozark location, one of which said he would call my drivers that day and see what he could do never even called back prompting me to call the store 4 hours later, I was informed that the policy could not state the drivers cannot enter a home, but rather it was driver’s discretion. I told the manager I have $3000.00 worth of appliances in my garage with no way to get them inside with food spoiling slowly in a cooler because I thought I would have a fridge in my home. the furthest I got was being allowed to use on of their dollies and bring it back after. I retrieved the dolly from the local store and made the attempt to get the fridge in the house up steps with only my wife to help. The fridge is in our home after much effort, but has sustained scratches and a dent from the two of us being inexperienced trying to move this large appliance. I am going to attempt to move the other items into the home and get them setup soon but have been nervous to do so because of what happened with the fridge. My wife is devastated and fell in love with this fridge and now has to look at dents and scratches and be reminded of this nightmare of an experience for the both of us. I myself am a Police Officer, meaning I truly understand the times we are in and what we are all going through as well as the dangers that can await drivers inside a home. I have experienced being lied to multiple times, being completely ignored, and led to believe I have to just accept where I am now. Having said that, I do not wish any trouble or discipline on anyone involved with my experience, I merely wish to feel like something can be done to make this right. I would greatly appreciate a phone call to talk with someone about my experience and I thank you for listening to my experience.
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Preferred solution: Let the company propose a solution

4 comments
Guest

And as a police officer who do you serve and protect exactly when you can't even serve your own home? I'd feel less of a man but I guess that's what you usually find in the police depts.

Guest
reply icon Replying to comment of Guest-1849325

very adorable comment, I purchased a product that comes with a certain service that was not described to me to be any different until the moments before delivery. But feel free to troll any of my other posts online as it is already clear your intentions here are to act like an ignorant child.

Guest

It's hard to know if this complaint is believable or not. Why did you put your food in a cooler.

You stated that they told you the couldn't deliver into the home when they called you. If this was such a problem you should have delayed the delivery or canceled the order rather than agreeing to have them delivered to your garage.

Guest
reply icon Replying to comment of Guest-1841897

that's a good question. I put the food in the cooler knowing it was the day of the delivery and I had my other fridge sold to someone else shortly before and they came to pick it up.

Yes they told me they could not deliver it into the home only shortly before they arrived with it. Needing to get the food cooled I didn't have many options but to try and get it in and believe me I relayed all of this to the drivers when they arrived with it but they acted like they could care less. I get it, if I could go back and think of a better option and handle it differently on my end I would so I'm not blind to my own mistakes in this.

My main complaint and issue still stands that I paid for these products and delivery because I have no equipment or manpower to do so myself and could have made proper arrangements if I had been told this could be a possibility upfront. As well as the attitudes and run around that received after the fact while politely trying to speak about and resolve the issue.

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Edmond M

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Verified Reviewer
| map-marker North Coventry, Pennsylvania

Horrible customer service

I placed an order with Lowes's.com # 441891**** Invoice # 71914 the one line item from Owens Corning Your SKU # 299870 was on backorder. I followed up with the customer service person in the store where the product was to be shipped as to an ETA on the product .

She gave me Fed-EX tracking number 188202****17 . I checked on this and they showed the part being delivered to your Pottstown store 5/27 at 12:20 Wednesday. I called to follow up with the store as to when I could pick up the order on Friday 5/29. In the course of waiting for a response, I was hung up on 4 times.

This is just plain distain for a loyal customer. I also do not wish to hear , well the covid-19 debacle was the cause for our incompetence. I difficult times you re-double your efforts and not find excuses. Between hardware, lawn and garden, appliances and everything offered by Lowes I have spent thousands of dollars.

I did not deserve this treatment.

Might have to go elsewhere. It takes years to develop a loyal customer and seconds to lose them.

Ed Matten 215-***-*****

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Pros:
  • Inclusive product line
Cons:
  • Poor service especially during pandemic

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Avon Lake, Ohio

Feedback

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Your Avon, Ohio store does not pick up calls. Plus, we are not seeing your Garden Store hours, which are different from your store hours, posted which caused us a wasted trip. I'm not sure how this pandemic would cause you to lessen your customer service in a way that you don't have a few people at minimum assigned to pick up customer service calls. Additionally, when I called the 800 customer service line, they said there was a 45-minute wait. Really? Come on Lowes. We've been a loyal customer but this is ridiculous. If you are going to be open... follow through and do it right.
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User's recommendation: Let us all shop at stores that still have customer service. A competitive marketplace is good for improving the service we receive.

1 comment
Guest

If you owned a store who would you help first, the people in the store who are there to make a purchase or someone calling on the phone that might come in? You might say both but push come to shove the customer in front of you in the store comes first.

The pandemic has increased traffic in stores like Lowes as they were considered essential and allowed to stay open while other stores were closed. At the same time employees with children end up staying home to take care of them while schools and day care centers are closed. Stores have help wanted signs out but the applicants aren't there. If you look at retail complaint boards they all have complaints about service.

There is only so much a store can do with a limited amount of employees. If you want to help solve the problem go apply for a job, even if it is part time at a retail store.

Raigan Atg
map-marker Canton, Michigan

My order

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Manager of this is very rude they took my order this morning on June 1st at am and never emailed to tell me my order is been cancelled I call many times before I get to talk with somebody finally when did he hang up phone on me, and he told me that's not he's responsibility to tell me my order is been canceled when I ask who is responsible for not letting me about my order been canceled told me the customer is responsible I'm not sure he but he's name is Alex he said he is the store manager when ask him let me talk to store manager by the way order my 2 bathroom vanity this morning 8 or 9 am, so I start working on my bathroom I thought I be ready to install new Vanity when is ready to pickup from this Wetland Lowes on Newburgh rd I really like to see if anyone takes action against this store manager to make sure he doesn't treat another customer rudely
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User's recommendation: I want someone to take action against he's name Alex I don’t even he give he’s correct name

1 comment
Marlisa Cii

Oh seriously GROW UP. Just because someone tells you something that you do not want to hear does not make them rude.

Michelle C Lij

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Verified Reviewer
| map-marker Wilson, North Carolina

Complete Frusteration for Delivery

Good morning, I have several issues I would like to have someone address. Several weeks ago we went to the Lowes Wilson NC store to order a refrigerator/freezer and were promised it would be delivered on 4/27 the day we closed. We packed our food up from the previous house in coolers and brought it to the new house 4/27 came and went and Lowes never showed up never called. So on 4.28 WE had to call and ask where our products were. We were told "sorry they are delayed" - sorry? After we then had to trash 400$ worth of groceries? Days later our products were delivered - the grill we purchased arrived not put together although we had specifically asked for it to be put together. We used the grill twice, the bottom was rusted and the paint was flaking off I called Pitt Boss directly they apologized and said they would certainly give me an RA number for a new grill. Called Lowes Wilson on Friday sat on hold for over 2 hours and transferred countless times! Finally someone was able to help and promised me the new grill would be delivered PUT TOGETHER on Tuesday. So Tuesday comes - take off from work anticipating this delivery and we are called and told "sorry we had an issue with a truck it wont be until Thursday". Thursday comes - we get a phone call sorry wont be until at least tomorrow. This is highly unacceptable - not only the lost food, the days/time off from work and the complete frustration in just wanting our orders! Its not our fault we were given a bad or faulty grill but this customer service is totally unacceptable. I would like for someone to reach out and feel as though some sort of compensation should be given for all of this chaos and complete carelessness!
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Preferred solution: Some sort of compensation and my product delivered!!

User's recommendation: Buy from somewhere else

Theresa H Zua

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Verified Reviewer
| map-marker Patton, Pennsylvania

Service

I have the worst experience ordering from Lowes I ordered a washer on April 28th, received a text stating it would be delivered between 8am and 8pm May 11, I had my 80 year old mother go to my house to wait for the delivery, no one ever showed or called, I called and was told they were not sure why I got the text the delivery was scheduled for May 13 between 7 am and 9 pm, So I took the day off work to be there once again no one showed up or called, I called the promised it would be delivered Thursday so once again I had my mother come to my house to wait, at 10 am Thursday I called customer service to get an idea of a time they said delivery was to be Friday, I cancelled the order , this is not how a business should be run. This dealing was unacceptable and unprofessional. You think after all they had put me through they would have offered a small discount or something, I lost a day of work, not to mention 2 days if my mothers time!! They screwed up they , should have fixed the problem I will be shopping elsewhere for my appliances, lumber etc
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Loss:
$158

Preferred solution: Price reduction

User's recommendation: They should know what is happening in their store and if they screw up they should fix it not make the customer suffer.

1 comment
Guest

First time ever and the last! I ordered 4 planters on line pay for,got email all is find but they, where experience, LARGE VOLUMES OF ONLINE ORDERS, I figure it's OK for the pandemic; I suppose revive an email when to pickup i the store NEVER GOT ANY, BUT i keep checking the status of the order then I learned it was CANCEL, try to call, voice said do to the large volume of calls waiting time is 45 minutes.ouch ouch.. oh well, what way to do business, sorry no more , THANK GOD FOR HOME DEPOT, MENARD'S ANS TE ACE HARDWARE'S stores

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