Lowe's Home Improvement

Reviews

• TS

  Thomas Stiles

  5 days ago
  2.0
  This review focuses on Lowe's inability to haul away (in a timely manner) an old washer and dryer. We purchased a washer and dryer set in the store. The associate who helped us did a really great job for us. We got everything we wanted/needed for the installation of the washer/dryer, and any discount were properly applied. We paid for haul-away of the old washer/dryer set. The associate scheduled a delivery date for us that was acceptable. We were initially given a 12 hour window, via text and email. I do not understand, in this day and age, whey a narrower delivery window can be given. We received a text and email on the evening before delivery with a delivery window from 7am to 11am. The delivery team arrived at approximately 8:20am. The delivery/install team did a very good job with the installation. However, they told us that they did not have room on the truck to haul-away the old items. We had paid approximately $90 for this service. The delivery team told us they could not schedule the pick-up and told us to contact Lowe's for pick-up. They did not provide contact information. After much searching online, we used the Lowe's website automated chat service to get a phone number. There was no online/automated way to schedule the pick-up. When we spoke to someone on the phone, we were given a pick-up window (12 hour window) two days later, which was the earliest date available--unacceptable. We initially agreed to that date, but then realized that we would not be home. Therefore, we called back and spoke to another person to attempt to get an earlier pick-up date. No earlier date was available. We attempted to elevate the issue. After waiting 10 minutes to talk to a higher-level person about this issue, we were advised that the most that would happen is that the higher-level person would only note our concern and that we would not get an earlier pick-up date. So, we cancelled the pick-up request and requested a refund. The person told us that we would receive a refund in approximately 3 days. It only took Lowe's a few minutes to charge our credit card for the initial purchase and haul-away service. In this day and age, why does it take 3 days for a refund? Based on this low level of customer service, I would consider many other options before again purchasing appliances from Lowe's. That is unfortunate for them, because we have made several appliance purchases from Lowe's in the past, and they were our first go-to source for such purchases.
• ML

  Mike Le

  Mar 31, 2026
  1.0
  Costomersevise was terrible.
• SR

  Sondra Rolater

  Mar 28, 2026
  1.0
  I purchased a washer and dryer with stands 3 months ago. Was stood up on delivery. Once the third party delivery and installer arrived he did an absolute ridiculous job sitting the appliances up which required me to hire someone else to resolve the matter. Due to some missing parts for the stands I was told I had to order the parts and would be reimbursed $100. I took my paper work to the store showing I had ordered the parts and it was finally approved one month ago for reimbursement of the $100. But that reimbursement has never come . I have called the store over and over and either no one answers or when call transferred I am cut off. I have never had such an experience at other Lowe’s as I have had with this one.
• AK

  Anthony Kirkpatrick

  Mar 9, 2026
  1.0
  I recently purchased a dishwasher from Lowe’s on Sunday 2/22 with delivery and installation included. I was told a third-party installer would contact me within two days. By Wednesday, I had not heard from anyone, so I called the store and was given an email address for the installer. My message was forwarded, but I received no response. By Friday, still without updates, I went to the store. Multiple associates, including Jarrod and Zachary, could not resolve the issue, and I had to repeatedly explain the situation. Zachary was dismissive and unhelpful, claiming he had “only been here for two minutes.” An assistant manager, Cameron, found a contact number for the installer but did not provide it to me. Follow-up calls that day went unanswered, and I was repeatedly transferred or put on hold. Finally, Kimberly, the Manager on Duty, promised a follow-up by 5:00 PM MT, but as of Saturday morning, I had still not received a call. I visited the store in person, but Kimberly could provide no new information. She eventually offered a discount on the installation fee. My wife called Monday and spoke with Steven, who confirmed the matter was escalated to a regional manager and provided a contact number. On Tuesday, March 3, the installer scheduled a weekend installation that I could not accommodate. I requested Friday, March 6, between 1–3 PM MT, which they confirmed. On installation day, the installers arrived at 3:03 PM, past my requested window, and left water all over my kitchen floor. Throughout this process, I experienced poor communication, unhelpful and dismissive staff, multiple unfulfilled promises, and repeated explanations of my situation. The lack of accountability and coordination between the store and third-party installer made a simple appliance purchase extremely stressful. I hope Lowe’s improves its customer service, coordination with installers, and accountability for follow-through. I did call and file a complaint from there customer service line, and filed a BBB complaint before this got resolved. I'm sure the bot that will auto reply to the review will still ask to submit a complaint
• BB

  Brent

  Mar 1, 2026
  1.0
  Ordered a dishwasher that said in stock in store on the app. Bought it and money was taken, showed up to the store for it to not be in stock. Had to be refunded and sent to another store 20 min away. since Apparently the stores don’t communicate I couldn’t just go pick it up. Showed up at the other store waited 45 minutes for help asked for assistance twice and was told someone would be by appliances. No one came so I ended up going to ask for help a third time at the service desk where two employees were just hanging out talking. One person helped but had an attitude.

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