Lowe's Home Improvement

Lon L. 2 weeks ago

Sharing this to help others make an informed decision before purchasing a door through Lowe's installation program here in Austin. We started in June 2025 and were told our custom double doors would be measured, ordered, and installed within four to six weeks. We cancelled the order in December 2025 — six months later — having never received the doors. What went wrong: - After measurement, no one contacted us to collect payment. We had to chase it down ourselves, with several different people. - After we paid ~$4,000 in full, the door still wasn't ordered for another week — until we called to check. - The delivery date moved five times: Oct 1 → Oct 15 → Nov 19 → Dec 17 → Jan 14. We were rarely notified proactively. - We spoke with more than 20 different employees across the in-store team, IST, and delivery – over six months of our year. Almost none had context from prior calls. We re-explained our situation from scratch every time. - Our original salesperson Simon became unreachable for months despite Lowe’s confirming he still worked there. - Lowe's delivery repeatedly tried to ship the door frame and installation materials without the actual door. I had to call multiple times over several months to stop partial deliveries — including one attempted on Christmas Eve while I was traveling. - Even the refund process took multiple calls, a mailed gift card, and an in-person store visit to finalize. After six months, we did receive a full refund of the $4000 plus $250 when I asked for compensation for this maddening ridiculousness. A few reps along the way genuinely tried to help. The problem isn't the people — it's a system with no clear ownership, poor team communication, and no one accountable for seeing a project through. If you're considering a custom door installation through Lowe's, go in with clear expectations and a lot of patience. We wouldn't do it again. Update: Based on Lowe’s response below, I contend Lowe’s actually has zero reliability or pride when it comes to customer support for door installation projects.

Niraj 2 months ago

I don’t usually leave a bad rating unless I got really screwed. Tonight I went into this location to get a price adjustment on an item I bought a few days ago because Walmart had a significantly lower price. I called earlier that day to confirm they could do this for me. Isiah from customer service said no problem as long as I had the receipt (which I did). I drove 30 min to be told by Samara they can’t adjust the price because Walmart doesn’t have an “item number” they can match to… I pulled up the exact item on Walmart.com (in stock and available for pick up) and showed them, Walmart doesn’t list items numbers on their website or app on any of their products, so basically she was indirectly speaking for Lowe’s as a whole they don’t price match with Walmart LOL. It’s common sense just look at the item, it was a simple item nothing crazy. Regardless she or the manager Matt could have just said no worries we’ll take care of you and done it as a courtesy. I would’ve appreciated it, said thank you and left a happy customer. I went down the road to the Shoal Creek location and they happily price adjusted for me. Skip this store for customer service. Should have just bought from Walmart right next door in the first place. Edit: they referred to me as “Angela”🤣 Team Orange all the way at this point

Christine Heffran 3 months ago

The gentleman, William, who assists in the flooring department is truly the kind of associate any company should be grateful to have. He represented Lowe’s with an elevated level of service that is increasingly rare to find. He went above and beyond while assisting my significant other and me during our bathroom remodel decision process. William was patient, knowledgeable, and incredibly helpful, which significantly reduced the stress I was feeling trying to piece together the right products. What stood out even more was that his support didn’t stop there, he personally checked us out, walked our materials to the front, and assisted with loading everything into our vehicle. As a VP of Operations with 32 years in customer service leading hundreds of associates, I can confidently say it is not easy to find individuals who consistently go above and beyond in this way. William is a true asset to your team. I strongly encourage you to recognize and invest in him, he is exactly the kind of employee companies strive to retain.

Te'Ajah Ramseur 4 weeks ago

I had an issue with an online order that ended up taking almost an hour and a half to get resolved, and honestly, I was getting pretty frustrated. But I have to give a huge shoutout to Taylor and Hannah. They were so patient, kind, and helpful the entire time. They worked with me until everything was figured out and never once made me feel rushed or like I was bothering them.

Extra Email a month ago

How am I able to give zero stars? The store managers are absolutely horrible, it took 40 minutes for the front manager to come to the customer service desk just to scan something for me to not even get my refund! I over heard two employees talking about how they get attitude when they ask to use the restroom, that is so very wrong. I think someone from corporate should stay and monitor the managers for a day to see how they actually perform and act to customers and employees it needs to be done.