On June 26, 2026, we purchased a dishwasher and an air fryer microwave. At the time of purchase, we specifically requested delivery and were informed that the microwave would not arrive at the store until July 14, 2026. We were also assured that both appliances would be delivered together and installed once the microwave became available.
Despite this, on July 7, we received a call to schedule delivery of only the dishwasher. Since this directly contradicted what we had been told at the time of purchase, we questioned the delivery team. They confirmed that delivery should be postponed until the microwave arrived so both items could be delivered together.
Then, on July 16, we received an email thanking us for our dishwasher purchase and stating that it was ready for pickup. This created even more confusion, as we had arranged for delivery and installation—not pickup—and had been told both appliances would arrive together.
To obtain clarification, we called the La Habra Lowe's store on Beach Boulevard. We remained on hold for 25 minutes without anyone answering the call or even returning periodically to acknowledge the wait. This level of customer service is unacceptable.
Because we were unable to reach anyone by phone, we had no choice but to drive to the store in person. We requested to speak with a manager, and an employee named Jazmine came to assist us. Unfortunately, the interaction was disappointing from the beginning. She never greeted us, never made eye contact, and remained focused on her computer screen throughout the conversation.
Jazmine then called someone named Art for assistance. We could hear the entire conversation. Art stated that he was unable to come speak with us directly, instructed Jazmine on what to look for in the system, and told her to take our information because he would call us back. I specifically asked Jazmine, "Will he actually call us back?" She assured us that he would.
That call never came.
We still have no answers regarding when either appliance will be delivered, despite having paid nearly $1,900 three weeks ago. What has been even more frustrating than the delivery confusion is the complete lack of communication, accountability, and basic customer service. At no point did anyone apologize for the 25-minute hold time, the confusing and conflicting information we received, the unnecessary trip back to the store, or the inconvenience this situation has caused.
Update: Lowe's Executive Customer Care contacted us and immediately took charge of resolving the situation. Julie provided us with the information we needed, closely monitored our order, and followed it through delivery and installation to ensure everything was completed successfully.
Although we were very disappointed with the service we received from the La Habra Lowe's store, we were extremely impressed by how quickly Lowe's Executive Customer Care resolved the issue. Their professionalism, responsiveness, and commitment to customer satisfaction turned a frustrating experience into a positive outcome.
I would also like to recognize the installation team. They were punctual, courteous, and highly professional. They completed the installation efficiently and ensured everything was working properly before they left.
We sincerely appreciate the outstanding service provided by Lowe's Executive Customer Care and the installation team.
