Lowe's Home Improvement

Reviews

• PM

  Parker Morrison

  Jan 4, 2026
  5.0
  Thank you to Carlos for helping out with the airing of my tires
• FF

  frank

  Dec 29, 2025
  1.0
  I am an Asian American living in Cave Creek. On December 7, 2025, Lowe’s website had a “Buy One, Get Two Free” sale. I purchased three DeWalt tools, After picking up the order, I realized that I couldn’t use one of the tools, so I decided to return it. On December 15, 2025, after picking up my child from school, my 11-year-old son and I went to the Scottsdale Lowe’s located at 16285 N Scottsdale Rd, Scottsdale, AZ 85254. A female associate helped me first, and she looked at my order and told me to wait because a manager was needed for the return. About five minutes later, a male manager named Gay came to the counter. Without even looking at my order, he immediately and angrily told me that my order could not be returned unless I returned all three items together. I knew he was wrong, because the sale clearly stated that returns were allowed at any time, and my order displayed individual prices for each item. Even though the promotion was “buy one, get two free,” each item still has its own return value. I explained to him that the purchase terms clearly allowed returning any single item. Gay was extremely rude and told me to “go to another store,” insisting that returns could not be processed at his store. I went back to my car and submitted the return request through the Lowe’s app. It was very simple and took me less than 30 seconds, I then received an email from Lowe’s with a return label. The email clearly stated that I could go to ANY Lowe’s location and that they simply needed to scan the QR code for the return. So I went back inside the Scottsdale Lowe’s and asked the front desk to call the same manager, telling them I have the return label and just need to drop the item off. After waiting about ten minutes, two different people came out, both claiming to be managers. One named Mike and one named Sean. They told me that Gay was in a meeting and didn’t have time. Then they repeated the same incorrect information that Gay had said earlier, insisting that I could not return a single item and had to return all three together. I believe Gay had instructed them to say this. I told them they were all wrong. I had already submitted the return through the Lowe’s app and now had a valid return label. The email clearly stated that any Lowe’s store could process the return and that they simply needed to scan the QR code. They decided to against the company policy and refused my request. Sean raised his voice at me and said he didn’t care what the Lowe’s website said, what my return label said, or what other stores said, their store would not process my return. At that point, I knew they were violating Lowe’s policies and possibly the law. Later that afternoon, I went to the Lowe’s in Cave Creek near my home. I walked inside, the associate scanned my return code, and the return was processed normally in less than one minute, quick and simple. I am deeply saddened that my 11-year-old son witnessed everything that happened at the Scottsdale Lowe’s. The Scottsdale Lowe’s is being run by people who are openly discriminatory. I cannot understand why, in 2025, blatant racial discrimination like this is still happening. I did nothing wrong throughout this entire situation. It feels like my only “mistake” was not being white. If I were white, the return likely would have been processed without any questions. But because I am Asian, even with a valid return label, they refused to scan the code or process the return. I hope the Scottsdale Lowe’s store manager, the Arizona regional Lowe’s manager, the Scottsdale City Council, and Arizona federal representatives will work together to investigate this incident. This store is engaging in serious racial discrimination, and many reviews on Google describe similar experiences from other customers. Incidents like this will continue unless action is taken. I urge you to remove those employees who violated Lowe’s policies and engaged in discriminatory behavior, and to stop this kind of racism. I am ashamed that such discrimination exists at Lowe’s and within Scottsdale.
• RL

  Ryan L

  Dec 16, 2025
  1.0
  Be cautious buying from Lowe’s, they will not take anything back without a receipt no exceptions. There’s always a Home Depot couple miles away head that direction instead
• WS

  walter simon

  Dec 7, 2025
  5.0
  We came in looking for carpeting, information, and installation details. We were met by Omar Gonzalez, who had a great smile and was eager to help. We spent the better part of an hour with Omar and his knowledge of floor coverings was excellent. He was patient and informative and showed us many different products. He was a good conversationalist as we discussed some of the challenges of our Project as moisture is wicking up from the soil onto the concrete slab. He educated us about carpet pads and more. What an amazing associate with such a good attitude on a Sunday morning or most people would rather be anywhere but working. This is an associate who is going places because he checks all the boxes which a talented professional should have. We have our choices of Lowes and HomeDepot in many places in the valley and we will buy from Scottsdale Lowes because of Omar.
• JW

  Jesse Williams

  Dec 2, 2025
  5.0
  I called on 12/1/25 around 6 am to 16285 North Scottsdale Road, Scottsdale, AZ 85254. I was extremely frustrated with both the app and website being so buggy, I could not purchase my item on line. In addition, the 1st 3 times I called the store, an associate would put me on hold, fail to put me on hold, or simply forget about my call after 10 minutes had lapsed. If the associates don't have a baseline, like, "Please give 10 minutes, in addition can I please have your phone number if we are disconnected?" The storefront is setting itself up to frustrate customers. When it became clear simply ordering from Amazon would be easier, I was tempted to abandon my purchase. To stay competitive with a behemoth like Amazon, Lowes needs to offer exceptional customer service to offer an edge over purely online retailers. I was frustrated. A female assistant manager took my 4th call, and was DELIGHTFUL. She helped me accomplish what I needed, rather than pawning me off again to wait until my call would be forgotten. She set aside my order of metal peg organizers, so I could pick it up after work. I do not remember her name. I am a buffoon. It is INCUMBENT on leadership and corporate to recognize her fantastic customer service. Please seek her out and congratulate her. When I spoke to the assistant manager over the phone, I told her I was frustrated after all the hang-ups, and was "on the war path." I hope that is enough to discover her name. When I picked up the item, the customer service representative told me, "There's too many employees here for her (the customer service representative at front) to be able to research the assistant manager's name." This is another opportunity for growth. There is no reason the customer service representative at the front of the store could not have communicated with the store and discovered my fantastic assistant manager's name, or took down my phone number or email to get back to me when things slowed down and that opportunity for putting in the effort arose for the insanely busy Lowes employees. It is absolutely necessary that local leadership and corporate recognize this young lady's "save" of a process Lowe's had bungled. I expect a reply and confirmation of her recognition. I have confidence leadership will accomplish this. I have restored assurance to continue to use Lowes in the future because of this particular assistant manager's exemplary customer service alone.

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