Lowe's Home Improvement

Reviews

• JB

  Joshua Bishop

  3 days ago
  1.0
  This has been, without question, the worst customer service and claim-handling experience we have dealt with in over 20 years as a custom home builder in the Upstate. The problems with this flooring began immediately. When we opened the boxes, the edges were visibly out of square — the planks were doming straight out of the packaging. We raised this concern to Lowe’s right away. Instead of pausing the install, Lowe’s instructed us to keep installing the flooring so they could “start the claim process.” We tried to filter out the obviously defective boards, but with the material itself being flawed, it was impossible to catch them all, which inevitably led to installation issues. When we ran out of what appeared to be “good” planks, Lowe’s sent more material and told us they would pick up the defective product. They never did. Months passed with the bad flooring still sitting there, and we eventually had to pay out of pocket to return it to Lowe’s ourselves. The claim process that followed was equally disastrous. Mohawk’s own inspector performed the first evaluation and denied the claim. To challenge that, we paid for an independent 3rd-party inspection, which clearly confirmed the issue was a manufacturing defect, not installation. Based on that independent inspection, Lowe’s issued a credit for the material only. Per standard procedure, 7–10 planks of the defective flooring must be sent to Mohawk so they can review it and decide whether to reimburse labor. Instead, Lowe’s destroyed every piece of defective material — and admitted it — making it impossible for Mohawk to review the product or reimburse the labor cost. Because our clients needed a functioning home before the holidays, we used the material credit to purchase replacement flooring and reinstalled it ourselves. We are now stuck holding a $7,000–$8,000 labor bill entirely due to Lowe’s mishandling and destruction of the evidence required for Mohawk’s reimbursement process. What made matters even worse was Lowe’s complete lack of responsiveness. Throughout the process, their store managers and staff were extremely difficult to reach, unhelpful, and unwilling to take responsibility. Numerous messages went unanswered. We were forced to bypass Lowe’s entirely and email Mohawk directly, copying Lowe’s employees, just to get movement. Even after store management changed, nothing improved. Hours spent on hold with Lowe’s corporate also led nowhere. To put the timeline in perspective: This issue began around April–November of last year, and it is now November 2025. Over a year later, Lowe’s still has not taken responsibility. What makes this situation even more disappointing is that we have been devoted Lowe’s customers for the entire 20+ years we’ve been in business. As a small business, we spend tens to hundreds of thousands of dollars with Lowe’s year after year. It genuinely feels like Lowe’s takes advantage of small businesses like ours — knowing we still need materials and will end up purchasing from them regardless of how poorly claims are handled. A former Lowe’s employee even encouraged us to write this review, saying that public pressure is often the only way Lowe’s will take action. The bottom line: • Lowe’s told us to keep installing defective material. • Lowe’s failed to pick up the bad product for months. • We paid for a 3rd-party inspection that proved the product was defective. • Lowe’s destroyed the defective planks required for Mohawk to reimburse labor. • We reinstalled the floor at our expense so our clients wouldn’t be left without a home during the holidays. • Lowe’s has refused to take responsibility for $7,000–$8,000 in labor costs that their negligence caused. • Over a year later, the issue remains unresolved. This entire experience has been unacceptable from start to finish. We are posting this so others understand the risk when dealing with this store. Lowe’s needs to take accountability and overhaul their claim-handling process so no other customer or small business is put through this.
• BH

  Brian Hipp

  Nov 4, 2025
  5.0
  I really appreciate those who work in the lumber dept at the Easley location for helping me, especially pre-cutting some 2x4 s.
• NM

  Nick McElroy

  Oct 30, 2025
  5.0
  Great experience. Excellent service.
• PS

  Priscilla Sulik

  Oct 13, 2025
  2.0
  Walked around a lot trying to find something but no one would help. Basically was ignored the whole time. Except for the person trying to sell gutters. Go figure *Edit Same thing again. No sellers this time though.
• MS

  Margaret Smith

  Oct 12, 2025
  1.0
  Very disappointed on going over as a First Responder and they only send 50 of the dogs . That wouldn’t even do a few of the first responders around here . Really Sad

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