Lowe's Home Improvement

Reviews

• CD

  Caty Draicchio

  Nov 29, 2025
  1.0
  I’ve had one of the worst customer service experiences I’ve ever encountered at this location. Between a misleading sales experience in August and an ongoing issue with a kitchen cabinet order, Lowe’s Pembroke has shown a complete lack of accountability and professionalism. When we went in on tax-free weekend to order a bathroom vanity, we were passed from department to department, no one wanted to help us place the order. Everyone wanted to pass the buck instead of actually assisting us. We finally ended up at the Pro Desk, where an associate named Mark convinced me to convert my MyLowe’s Rewards account to a Pro Account, claiming it would save me more. What he failed to mention was that doing so would permanently block my Military Discount, which I had relied on and which works fine with a regular account. I later discovered that I actually paid more because of this switch, and corporate refused to make it right. Their only response was that I’d need to create an entirely new email account to regain access to my Military Discount, which is absurd. I know Pro Desk associates receive credit toward their bonuses for signing up new Pro members, so it’s hard not to feel that this was done for the associate's benefit, not mine. Then came our kitchen cabinet order. The wrong inserts were ordered due to a sales associate’s mistake: 12-inch tray dividers were provided instead of the 33-inch roll-out drawers we specifically requested for our large base cabinets. I’ve emailed the associate, Ron Pang, multiple times since October 8 (including follow-ups on the 10th and 17th) with no response whatsoever. For a purchase totaling several thousand dollars, this level of communication is completely unacceptable. We were also encouraged by Ron to open a Lowe’s credit card to save an additional 5%, which helped his sales numbers at the time. Now, after all the missteps and the lack of accountability, it’s clear that these interactions were focused on boosting employee metrics rather than taking care of the customer. On October 28, we went to the Pembroke store to exchange the incorrect inserts. The store manager, Bob, told us he couldn’t help and that Ron (the same associate who made the original mistake) would have to handle it. We were then told Ron was on vacation for three weeks. Bob processed a refund for the incorrect items but offered no assistance whatsoever in ordering the correct pieces. Because of this, we lost the 30% discount we originally received during the sale when we first placed the order. It is now November 29th, and we still have not received a response or offered a resolution from Ron or the Pembroke Lowe's management team. We just purchased a new home and have been spending thousands renovating it. Lowe’s Pembroke could have earned a loyal customer for years to come if anyone had chosen to make things right. Instead, they’ve proven that customer service and accountability mean nothing here. Between the misleading information, unresponsiveness, and refusal to take responsibility for their mistakes, this store has made what should have been an exciting renovation experience frustrating and disappointing.
• CW

  Colleen Williams

  Nov 24, 2025
  1.0
  Stood at the paint counter for over 5 months without being acknowledged.
• DS

  Davi Santos

  Nov 4, 2025
  5.0
  As a professional tile contractor with Davie Mac Tile, I shop at Lowe’s often for tools, materials, and supplies — and every visit reminds me why. The store is always clean, well-stocked, and organized, which makes it easy to find what I need quickly and keep projects moving. The staff here actually knows their stuff. They’re always ready to help load heavy items, check inventory, or answer questions about products. When you’re in the trades, that kind of support saves time and money. It’s clear they take pride in keeping the place running smoothly. Five stars from a contractor who depends on them!
• RB

  Robert Bryan

  Oct 29, 2025
  5.0
  Thank- you Chris W for another wonderful experience!!! I was thrilled with your knowledge & customer service skills. I appreciate employees like Chris 👍
• KL

  Kailey lenoci

  Oct 21, 2025
  1.0
  I would recommend literally any other store over lowe’s. They’ll let you return your merchandise and give you a store credit, but if the employee enters your license number wrong you’ll never be able to use it, and absolutely no one at lowe’s will be able/willing to help you get your issue resolved.

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