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.

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!

Hello this is ***, March 10.26 I went to Lowes at the ******, ***, with ***.

I told a her JD S140, but she were ordered wrong JD s170.So have to refunded.

After re ordered JD S 140,got a delivery couple of days later, but starting,switches not easily to operating. I call for a pickup, refund, waiting for refund.This mowers picked up not same day were delivered. Couple of days later. I went Lowes, reordered a second *** S 170 with *** again. After got a delivery, same issues as same JD S 140 thats were returned as.This mowers were pickup at the same time delivery, pickup. So I purchased physically two of, also wrong items all together three of. The wrong items were refunded right away, but second one werent refunded yet.I had been calling Lowes multiple times checking to see a whens will getting a refund each times calling 20-30 minutes waiting line, its so stressful.

Finally got a refunded JDS170 3/21/20. And but not JDS 140 yet.I keep calling for a shes refunded, they keep saying saying its processing, but not getting yet. So I went to *** to see a manager ***, asked refunds. He were looking at computers, saying I got refunded, I told a him, not, showing a my phone credit card transaction, but he keep saying refunded. And also other cashier. were with a him at the time, saying I got a refunded, I were so frustrating, so stressful, left. I came home, researching information,went to Lowes next day with managers ***, assistant manager ***. I told ***, showing my phone Credit transaction again, told I dont got a refunded.He were looking computers, showing pictures of mowers at my house, saying I have a mowers at my place, accuse of me.I told a him the drivers only take n a pictures whens delivery, but they dont taken pictures after pickup. I had a been repeatedly , told a him the drivers picked up, I didnt have with then wheres at ? I were asked a him how many mowers received, he were saying two of. Him, others associates are confused account of mowers thats first one wrong item JDS 170, physically bought JDS 170 has a been refunded, but yet JDS 140 not included refunded at the time.

We had a been arguing each others. So I told a *** contact third party Lowes to find a riding mowers wheres. He saying he dont have a contact numbers, I dont believed. He doesnt want to helping the customers, instead he want me to contact third party. I told a him I bought at this store, I had a been spent times calling, stressing enough, this is between ***, third party, your job to do taking care of your duties.

He were upset, raised his voice, threaten, saying you come here every day fussing ( I only seeing a twice) yesterdays, today. I left, call customers care, explained about a managers were racial, Im a Korean. Asked I want my refund. Thats evening I received refunded pending on my credits transaction. Im guessing. he founded JDS 140 from third party.

This *** he he should step in to at this matters,taking an action earlier, but instead treated customers so poorly, unprofessionally.

The managers he should do,told a customers, apology, inconvenient for at this point, instead he did opposite way *** of his job.

I also seen an assistant manager female I forgot her name starting with letters X, told a *** about hows she did a very rudely, he saying *** take care of. After I seen a her second times, she did once again so rudely. Other cashiers at the customs refunded showed receipts short amount of 41.71 JDS 170 were wrong item credit transactions.Even she doesnt look it up, saying you come here since two three weeks asking for refund, very rudely. I told a her I needed see a manager ***,waiting, instead cashier koko came with others, saying the managers *** dont want a see a me. He told a her to see me. I explained, showed receipts,told the shortage amount 41.73. Shes saying thats delivery charges I told a her not supposed, I want refund, shes saying no. I told her Ill call customers care.

Next day I received refund pending.

The managers *** should come to see a customers, instead sent someone else.Also he were told *** call whens received JDS 140 from third party, but he didnt, instead just proceeded refunded.

This mangers at theres for a not doing whats his supposed his on proportional,. And others associates they were very rudely , treated so poorly, unprofessional.

They needed retraining, become pro, professional, kindly, appreciate at customer given the business.

I spent lots money, please look its up history of purchase, but the *** not give feedback.

I called with customers care managers ***, explained my experience of at this point, I mentioned I shouldnt paid mowers JDS 140 mowers currently I have with, phrases at the ****** *** nc location. Because of I do not have a wished go back to Ramsay street Lowes again.

Please investigation of this matters, checking a cameras at the customer refund service associate hows shes did to customers. The managers, assistant managernamed X , others associates.Also please consideration of stressful an emotionally physically damaged. Since march 10- until received final refund.

You can contact at ***

Mr. McCormick, I just wanted to take a few minutes to tell you about our experience with one of your employees in the flooring department at your store, Nick.

My wife Jennifer and I recently went through what I like to call an involuntary remodel due to a major water leak on our second floor lol. We decided to start looking at all the items we would need for the remodel, and there were several, but we decided to start with flooring, where, lucky for us, we met Nick. In a world full of declining customer service, Nick was a breath of fresh air. He took us through the whole process, opening a PRO account, selecting all of our items, walking with us and helping us every step of the way, setting up delivery.

The entire process was painless...and after what my wife and I had been through with the water damage to our house, it was nice to have Nick in our corner. I don't know what your long-term plans are for Nick, but my recommendation would be to put him on the fast track for management. The whole time he was helping us, he was also helping other employees and other customers without missing a beat. He is a major asset to your company.

So, fast forward. A couple of days ago, I brought my sister in, who is also going through a major remodel. If I had one complaint, it would be your phone system. The AI stuff truly stinks.

Not being able to talk to a human almost cost your store a $3,000 plus sale from my sister. She isn't as patient as I am, but I convinced her to wait on Nick and that it would be worth it. I literally had to drive 30 minutes to the store two times to find out when Nick was working. I think it's crazy that you don't have at least a one-week schedule at the customer service counter.

My sister said let's check out Home Depot, but I convinced her to stay the course and wait on Nick. I went with her to meet Nick, and she was so happy she waited. He rolled out the red carpet for her, walked every department with her, and helped her find her dream flooring, which wasn't even on display...he found it online. Between me, my wife, and my sister, we spent almost $10,000.

As long as Nick is there, we will be back. I hope that you will give Nick a pat on the back for going above and beyond in representing Lowe's.

Ordered 10 bags of sand for a sandbox that we built for my daughter for her 7th birthday. Never received the order.

The delivery reference photo showed my order in front of a residence that was clearly not mine. I checked with neighbors and eventually every other house on my street, but no one knew anything. I contacted customer support through the mobile app, and though they seemed very polite and genuine, I never received any follow-up from the 10+ sessions that I shared with them. My daughter got an empty wooden box for her birthday.

Going on week 2, and I still haven't received any form of resolution. Thanks, ***.