Lowes Reviews

**Four heavy duty shelf units. Four wrecked boxes.

Poles and plastic feet shoved through the cardboard. Then Lowes treated delivered as the end of the story.**

I ordered four Seville Classics 5-Tier Heavy Duty White Metal Wire Utility Shelving Units from Lowes on June 29, 2026. Order 300901****6194****. They showed up July 6.

Every carton was already beaten.

Not a dent you shrug off. Corners crushed in. Cardboard torn open. Packing tape wrapped over splits that had already failed.

The boxes still had the FRAGILE / CAUTION / TEAM LIFT / EXCEEDS 50 LBS markings on them. Those labels did not protect anything.

In more than one carton the actual product was poking through the hole: white metal posts, black plastic feet and caps, wire grid visible through the rip. You can see the Seville Classics stamp on the poles sitting in an open, shredded top. That is not the box got scuffed in transit.

That is parts forced out of a carton that was no longer a carton.

On July 8 I sent customercare@***.com a written complaint through their Contact Us form. I explained the damaged boxes and damaged parts and attached six photos of exactly what arrived.

Silence.

July 14 I resent the same email. Still nothing. No ticket number that led anywhere.

No we see the photos. No offer to replace a post, a foot, a unit, or to take anything back.

August 8 I disputed the charge with American Express and sent them the same photos. My position was simple: I did not order scrap packaging with hardware hanging out of it, and I expected some credit for product that did not arrive intact.

August 11 after weeks of no written response a Lowes employee named Asia left a voicemail. She confirmed they had the email about the damaged shelving units, then said the email inquiry would be cancelled and that it was best handled by phone.

So the record I had already built, with dates and pictures, was being closed so I could start over on a call.

August 31 American Express came back: Lowes was not addressing the damage. Their answer was that the products had been delivered, therefore the money was theirs.

September 1 I reopened the dispute. I do not expect Lowes to suddenly care.

I am not saying the truck never stopped at my house. It did.

I am saying four heavy, marked-fragile cartons arrived torn, with metal and plastic parts exposed, I documented it immediately, Lowes ignored the written claim, cancelled that claim by voicemail, and then told the card company delivery was complete.

If you are a prospective buyer reading this before you click order: look at what delivered meant here. Look at posts and feet coming through the cardboard. Look at how long it took to get a person, and what that person did cancel the email and send you to the phone. Then look at what they told American Express.

That is the support you are betting on, online or in the store.

You can take that risk.

I already did. I would not take it again.

If zero stars were possible, that is what I would give the West Plano Lowes. This was one of the worst and most incompetently handled customer-service experiences I have ever had.

I brought in three unopened tools, each costing $40 or less, because the project I purchased them for had fallen through.

I had my receipts and politely asked Saba whether the return could be issued as store credit since I needed to purchase a different tool and refunds to my original card generally take five or more days. He told me store credit was not an option for tool returns.

Although I disagreed with that policy, I accepted his answer and asked to do an exchange instead. Saba responded, Yeah, I told you to do that anyway. I then explicitly told him to proceed with the exchange, and he said, Great, lets do it.

While he was processing the transaction, I asked whether it would remain open while I retrieved the replacement tool and whether someone could help me get it because it was locked up.

Saba looked at me as though my question were ridiculous and told me to find an employee when I was ready to purchase it. He then pressed a key and printed a receipt. When I asked why I would need to make a separate purchase when we were doing an exchange, he informed me that he had processed a refund to my card.

That was exactly what I had repeatedly and explicitly told him not to do. When I asked why he ignored my instructions after agreeing to an exchange, his response was, Because I told you thats what I could do.

I cannot comprehend how an employee working at a returns desk can agree to one transaction and then deliberately process the exact transaction the customer repeatedly declined.

I asked for a managersomething I have done perhaps twice in my life. Saba replied, Yeah, Ill get him, but be prepared that hes gonna tell you that we wont do anything anyway.

When the manager, Eddie, arrived, the first thing Saba said directly in front of me was, This is the guy I told you about. That immediately made it clear that I was being treated as a problem rather than as a customer whose straightforward request had just been mishandled.

Saba gave Eddie an incomplete version of events, saying only that I wanted store credit. I explained that I had already accepted that store credit would not be provided and had instead requested an exchange.

Eddie looked at the receipts, realized Saba had already processed the refund, and dismissively asked, We processed the refund back to your card. We cant do anything for you. What do you want?

What I wanted was simple: for Saba not to ignore my repeated instructions and process a refund I specifically declined. Instead of addressing that, Eddie questioned why I was returning the unopened tools and gave several contradictory explanations about exchangesfirst suggesting an exchange might be possible for an item of the exact same price, then saying he would deny it over even a one-cent difference, and finally claiming exchanges were only permitted for an identical replacement when an item was damaged.

I asked Eddie to show me where the receipt stated these supposed restrictions.

He read the return language aloud and said, You just need your proof of purchase. I pointed out that he was holding my receipt. He then responded, Yeah, no. Thats your receiptyou cant do anything with that.

You can only get a refund with that. Saba then interrupted to tell me I could CLICK the LINK on the RECEIPTapparently forgetting that this was a paper receipt.

Throughout the interaction, both employees were dismissive, condescending, and unwilling to take responsibility for a mistake that could have been avoided simply by listening. Saba demonstrated a shocking inability to communicate with a customer or perform a basic agreed-upon transaction, while Eddie seemed far more interested in defending him than resolving the situation.

I left without the replacement tool I needed and now must wait for the refund to appear on my cardthe exact outcome I repeatedly explained I was trying to avoid.

Lowes should seriously review how Saba and Eddie communicate with customers and how this location trains employees to handle basic returns and exchanges. I will go out of my way to shop elsewhere after this experience.

Lowes left me a voicemail yesterday afternoon stating that my delivery was scheduled for today between 8:00 a.m. and 8:00 p.m.

I arranged my day around that delivery window and waited for an update.

No one called, texted, or emailed me to say there was a problem. When I finally called Lowes to check the status, I was told the delivery had been rescheduled for next week because the item had not yet arrived.

The delay itself is frustrating, but the complete lack of communication is unacceptable.

Lowes apparently knew the item was unavailable, yet still gave me a 12-hour delivery window and never notified me that the delivery had been canceled.

Customers should not have to waste an entire day waiting and then call Lowes themselves to find out that the delivery was never coming. This was poor communication and a complete disregard for my time.

I am extremely disappointed with both the quality of the door I purchased from Lowes and the installation service.

The door itself is poor quality and does not meet the standard I expected for the 5000 price. The door didnt lock properly because there was pressure from the insulation, plus there was and still is paint and dirt trapped between the windows.

These materials cannot be properly removed, leaving me with a brand-new door that does not function and look as it should.

The primer was also applied very poorly, with visible bumps, uneven areas, and brush strokes. The surface looks unfinished and does not have the quality I would expect from a new door at that price.

The installation made the situation even worse. Nails are sticking out through the other side of the door frame. When I brought this to the attention of the installation quality manager, I was told it was nothing.

I strongly disagree. Exposed nails sticking through the frame are not what I consider acceptable professional workmanship.

What has been especially frustrating is the amount of time I have had to waste on this issuehours on the phone, arranging additional appointments, explaining the same problems repeatedly, and making myself available for follow-up visits to address issues that should never have existed in the first place. The saga started in February with the sale person allotment and Im ending it today because Im just giving up.

And after all of that, Lowes offered a $75 gift card as compensation for my time and inconvenience. Frankly, that feels insulting when you consider the amount of time wasted and the fact that I am still left looking at a defective-looking door every single day.

Instead of enjoying a new door, I now have an everyday reminder of this experience and of why I should never use Lowes products and installation services again.

For the price I paid, I expected a quality product and professional workmanship.

I received neither. I would strongly advise others to think twice before using Lowes for a door purchase and installation.

I would like to share my experience with Lowes yesterday. My son-in-law purchased a home.

I had a 15% coupon so I offered to shop with him for supplies. He built a cart online as he wanted to purchase a paint sprayer that was online deal only. I tried to check out and it was denied. Fraud alert which is fine - I appreciate the vigilance.

I contacted customer service and they offered to add item by item to a cart. There were 11 items and I thought it would take too long. After hanging up, I realized I did receive several fraud alerts. We decided to go to the store.

He found everything on his list and we still were not able to check out using the coupon. Two gentlemen in the store were very helpful. Chris K and Ralph. We f8nally removed the sprayer even though it was in the store and checked out using my coupon.

My son-n-law stayed t9 tr6 to order the paint sprayer online. Only when he removed the app and went to Lowes.com was he able to order the item. Of course he couldnt use the coupon because I already used it but it was a big ticket item. The original cart was over $600!

Customer service did ask how I was attempting to order via website or app. At no point did they suggest using the website. Apparently that is the best avenue. It literally took ALL DAY to work out this mess.

Had I not had a coupon we would have gone to Home Depot. Every time I have an offer from Lowes, I run into issues whether it be a coupon, a rebate or a special promotion. Its extremely frustrating because when you go to the website, they tell you to go to the app! Im disappointed that I couldnt get the paint sprayer for the 15% off.

Technology can be helpful but not in this case. I thought that after an hour of trying to check out that a manager would be called to help with the coupon. If this were a one time thing, Id be upset but its frequent. I actually prefer Lowes to Home Depot even though their prices are consistently higher than HD.

something needs to be addressed at corporate to make Lowes more consumer friendly! And to top

It off my son in law came home after ordering the paint gun online , he came home and was called less than an hour later to pick it up.

It was on the counter when we were trying to check out. Absolutely ridiculous !

On July 3, 2026, I went to the garden center at store #1988 in Olive Branch, MS. I approached the associate working in the garden department and inquired if they had people to load mulch (I'm 66 with a heart condition). He informed me they did have folks to load but they just went on break. He stated they would be back in 15 minutes. I told him I would shop around and return in 15 minutes. I chose several more items, and then I saw 2 associates returning to the area. I went to ask the first associate I spoke with and asked if the folks that had just returned were the loaders. He informed me they were, and I observed them walking out to the area where the mulch was stacked. I told the associate I wanted 15 bags of mulch plus the items I found while waiting. He rang up my items, transaction #252683** **-03-26, totaling $114.69. I went to my truck and drove to the loading area. There was no one there to load. After 5 minutes, I went back to the garden center and informed the associate that rang me up that there was no one out there to load. He informed me he would call them and send them out to load. I returned to my truck and waited for about 10 minutes. One of the loaders walked out from the garden center, looked my way, and then returned to the garden center. At this time, I called the service desk and asked to speak with a manager and was put on hold. After 15 minutes on hold, I returned to the garden center and spoke with the associate that had been helping me and informed him that no one had shown up. He replied he had called them several times. At that time, I asked him to please see if he could get a hold of the manager. He called and requested a manager. After 5 minutes, a lady showed up, spoke with the associate in the garden department, and informed her that I had requested to speak to a manager. She then approached me and asked what my issue was. At that time, I pointed to my phone screen that I was still on hold to speak with her and said, 'Well, one issue is I have been on hold waiting for you for over 15 minutes.' At that time, the lady got an attitude with me and said, 'Let's get one thing straight; you are not going to point your finger at me,' to which I replied, 'I wasn't pointing my finger at you.' I then told her never mind and that I would go get my receipt and just return all the items I had purchased. I went and got all the items I had purchased and met the lady at the service desk to return the items, transaction #443001** **-03-26. I asked the lady what the manager's name was and was told Keithen. I left and drove 1/4 mile to Home Depot, and they were more than happy to have my business.
July 6, 2026, I called Lowe's and requested to speak with Keithen and was told he was not available; I left a message. I again called several more times and never got a return call. The last time I called, a lady told me Keithen was busy and could not talk with me. She told me she was his assistant and I could speak with her. I told her never mind; I will just call corporate and speak to them.
I called corporate and spoke with a lady that stated she was the manager of the customer service call center. I explained to her how I had been treated and the manager would not speak with me. She took all my information, and I requested a follow-up from someone in the management chain for store 1988.
I have been a loyal customer of Lowe's for many years, and I spend a great deal of money with your company; feel free to look up my account if you doubt what I'm saying. Since this issue, I have been using Home Depot, 1/4 mile from your store.
I think I deserve a return call about this issue.

1. Have to sign to get the order; they cannot drop it off and take a picture of delivery.

Why??? No, someone must be home during the hours of other things we need to do, appointments, etc.

2. [PERSON_NAME] out my husband's Veterans Discount and he had to redo it; they refused to give him his Veterans Discount even after it was redone and accepted.

3. They advertise they ad match, but refused to ad match for what we ordered, and their excuse is that it is an exclusive item.

It is the exact same item Walmart has for sale, much cheapersame size room, same size pint, same water hold in the dehumidifier.

Lowes is using all kinds of excuses to get out of what they advertise they do. Enough said, I am so done with them. They will even treat Veterans the way they do. Shame on Lowes!

AFTER I was told TWICE by [PERSON_NAME], that someone had to be home for the day to sign when the dehumidyfier was dropped off with Fedex, Fedex dropped it off at the door. BUT...I had to leave my husband here to get the order, they lied about this too at Lowes.

They really need straighten up. They are losing a lot of orders from us by treating us just plain wrong.

I have purchased a a tub from Lowes to be delivered and they left it at the curb of my driveway by the main road. I called customer service who said they do not take responsibility for deliveries even though that is part of purchasing the item the free delivery.

She also wouldnt tell me where they were located, but I could tell it was not in the *** I asked to speak with a supervisor she refused to give me that information. She just told me her name was ***. I do not have the ability to move the item closer to my house and asked what is my recourse if this item gets stolen since its located at the curb, she just stated it was delivered and not Lowes responsibility. I am doing my best to be able to move this item however I can tell Lowes does not value its long time customers.

However, your customer service did say if it gets stolen before I can move it I can dispute it with my bank. Disgusting.

I will never use Lowes again. Bought a new washing machine on 7/2/26 and bought the extended warranty.

Install was on 7/6. I was not home when they delivered/installed but my wife said it took less than 10 minutes. My wife went away to Georgia on Tuesday, so I wanted to make sure the house was clean, laundry was done before she returned on Sunday, so I did a load of laundry on Saturday. Water was all over the basement floor when I went back down there.

It took me over 2 hours to clean it all up. On Sunday (7/12) she attempted to speak with someone at Lowes to have the installers come back out to address the problem (they obviously never 'tested' anything to see if it worked as the water had been shut off). She waited on the phone for over 25 minutes twice without anyone answering (I was told by an employee that the new 'AI' generated answering system is designed to make you wait). When I called, I was transferred to appliances, where I sat on hold for over an hour.

I was so irritated that I decided to drive to the store personally to speak with a manager. When I got there, the customer service dept called for a manager and was told that he couldn't come speak to me because he was busy with a customer in another department; the second 'managerial' option couldn't come speak to me because he was busy putting away a delivery (seriously???!!!). The 3rd option (Raj?) came and was listening to my problem when option #2 showed up and took over. At that point, I showed him my phone and let him know that we had been waiting on hold over 1 1/2 hours to speak with someone, and he just picked up the service desk phone and hung it up, saying 'sorry you had to wait that long.' He said it really wasn't a Lowe's issue, it's a third party that does the install and they would have to be the ones to come back out.

He then left to get the number to call them and make them aware they needed to come back out. He was gone for ten minutes, only to return to tell me that they wouldn't be able to come back out until Monday, 7/20, eight days later. But he assured me that they would call me within 24-48 hours to confirm and possibly give me an earlier appointment. It's now Wednesday, it's been 72 hours, still no phone call and I'm unable to use my brand new washing machine.

Somehow the sales rep that sold us the washer ended up at the customer service desk and tried to assist by making a phone call to the extended warranty people. He got transferred several times, put on hold, and received no answers. He did hold out some hope for us by telling us that he would pass this on to his supervisor because he's able to get quicker resolution. Once again, I've heard nothing.

When I called customer service today to complain, I got zero satisfaction from that rep, besides the standard line, 'oh, I'm sorry, I understand.' No, you don't understand! Please stop teaching your people to say that. They can sympathize, maybe even empathize, but you're not experiencing spending over $1,000 for a product that you can't use, have to clean up water from your basement floor, and then have to spend hours trying to resolve the issue with no satisfaction. I'm just sharing this because, as someone who was in the customer service industry for over 40 years, your customer service, from my recent experiences, is at an all-time low, and I will not frequent your business ever again.

In addition, I will tell everyone of my Lowe's experience and how it was handled, and will definitely share it with as many people as possible. My loyalty to Lowe's is gone!