Lowe's Home Improvement

benjamin kaplan 8 months ago

Bought an LG washer and dryer from this location this past Friday. They delivered it on Saturday and the washer didn't work, it was making a grinding noise during the rinse cycle with a load of clothes that added up to about 1/3 full. Not ideal but fair enough, we called them up and they sent us a replacement washer of the same model delivered the following Monday...this one didn't work either, making the same grinding noise. We called Lowe's customer service department who gave us a case number and told us the fulfillment team would reach out within 24 hours. 24 hours passed and no call back so we reached back out to customer service who this time reluctantly connect us to the fulfillment team (I guess they could have done that all along). The fulfillment team took about two minutes to tell us we were out of luck and that they would offer no exchange, no compensation for the time, delivery fees and tips to get the washer and dryer here and that they would not be able to expedite the pick up of the defective machine and we could expect a delivery person to come pick it up either Thursday or Friday, and that they would process a return only once it reached the warehouse on Friday taking a further 5 days to process the return. So effectively we went back to square one, out money and no washer or dryer. If I could leave less than 1 star I would. Pathetic customer service and even though we live 5 minutes from a Lowe's we will make the drive to any other hardware and appliance store in the future to avoid shopping with this company again. Great job Lowe's you lived up to your reputation online and lost more customers. Added photos to corroborate 🙄

Doug Haner 5 months ago

Been shopping here for 20 years. But just now had to drop a review because James reminded me why I like this store. The key cutting vending machine failed to make 3 copies for me properly after I missed the fact that a somewhat manual key cutting was still available from the store. James cut me 3 copies perfectly and comped them due to the issue with the machine, which is not theirs and they have no responsibility for. Excellent work James. You're the man!

Stephanie Goree a month ago

Very disappointing Delivery process. We purchased a smoker to come assembled. We were home to receive the smoker and got a notification that our delivery had arrived. It was not at our house on their map it showed down the street. When I called to see what was going on I got a call back saying they tried to call us (they did not call us) and that the delivery drivers said there was a missing part. Now we must wait another week because there is no one in store to assemble a new one. When did they know it was missing a part? Clearly wasn't an issue when it was loaded to be delivered this morning. How would they know if they never unloaded it? Or did they leave it somewhere else and already left and that was their excuse to not have to back track a few mins or they didn't want to take the time to find the right house. Now we get to pay the consequences. Super crappy experience.

Austin Anderson 3 months ago

I’m usually a Home Depot guy, but went to Lowe’s to buy mulch last week and had such a pleasant experience due to the staff. Chris in the garden section was amazing! She noticed that I had come back for the second time that day and recognized me. Tony helped me load the mulch and took the time to talk to me and help me get everything I had purchased. These two are the reason for the 5 star review and hope they are recognized for their amazing customer service. Sincerely the brown mulch guy.

Bozica 4 months ago

I just wanted to give huge shout out to Mike, who works in the customer service and returns department. We got this morning fairly early, and the store wasn't fully staffed. He went above and beyond to help us out even though this was not his department. Thanks to Mike, we were able to finish our purchase quickly and painlessly, every shoppers dream:) We don't see this type of service anymore, particularly in big box store. This is why this is even more important to recognize it. Please give Mike huge thank you from us!