JK
Justin Katayama
May 9, 2026
I had one of the worst customer service experiences I’ve ever dealt with through Lowe’s and their delivery team.
I ordered a refrigerator, washer, and dryer totaling over $3,600 for delivery to my condo. The delivery instructions were extremely simple: enter the gate, make an immediate left, find building walk up the stairs, and unit is right there. The driver called me saying he couldn’t find the unit and asked if I could come down to guide him. I immediately rushed downstairs as fast as I could because I didn’t want the order canceled.
While rushing down the stairs trying to help THEIR driver, I fell. Instead of showing any patience or professionalism, the driver then told me he was canceling the order because I was “not cooperating,” which was completely false considering I was actively trying to help him.
After this, I drove about 30 minutes to the Lowe’s in La Habra hoping management would step in, mediate the situation, and help fix the issue. Instead, I was met with rude, cold, and hostile behavior from management who acted like they couldn’t care less. They wouldn’t provide clear confirmation about my refund process, wouldn’t properly assist me, and kept giving me excuses.
To make matters worse, there is apparently another person named “Sarah” connected to my phone number in Lowe’s system from before I had this number. Even though I have receipts with MY name, emails from Lowe’s addressed to me, proof of purchase, and delivery confirmations, they continued making the refund process difficult and refused to properly verify my identity using common sense.
At this point, I’m now being forced to involve my bank because Lowe’s has made this unnecessarily difficult.
Thankfully, I went to Best Buy afterward, spoke with an actual professional manager, and they earned my business immediately. Not only did they treat me with respect, but they beat Lowe’s price by roughly $400 and handled everything professionally.
Lowe’s completely lost a customer here. Poor communication, horrible delivery service, rude management, and zero accountability.
