Lowe's Home Improvement

Reviews

• BH

  Brian Hechel

  1 day ago
  1.0
  Ordered a new grill. It arrived damaged. They offered a discount and I accepted. I never received the discount and after receiving the replacement part from the manufacturer (72 hours later) and started to unwrap the rest of the pieces discovered more damage. I called customer service and was hung up on. Called back and was told that I only had 48 hours after delivery to have the grill replaced and I was stuck with a grill that has creases in the sheet metal that should be straight. WORST CUSTOMER EXPERIENCE EVER!
• AB

  Anne-Marie Baker Baker

  Aug 9, 2026
  1.0
  My experience at the West Des Moines Lowe’s on Mill Civic Parkway today was extremely disappointing. On July 30, I purchased two identical portable HVAC units using our Lowe’s Pro card. I am a property manager, and these were purchased as emergency equipment for an apartment community. I stored them at my office until needed. I noticed one was dented, but assumed the damage was superficial and did not return it. Recently, we had an HVAC system go out, so I went to use the portable unit. When I plugged it in, I discovered that it did not work. I contacted Lowe’s customer service and was told that because I used my Pro card, the return period was extended to 90 days. At the Mill Civic store, the lead cashier immediately told me I was past the 30 day return period and that there was nothing she could do. I explained what customer service had told me and asked for a manager. The manager repeated that she would not return it and said that because it had been purchased at the 50th Street location, I should take it there because they might honor the return. She repeatedly said she did not want to “take the hit” or have her store cover the cost, and suggested the other location could take the hit instead. She also told me, “Customer service over the phone tells you whatever they want.” If Lowe’s customer service gave me incorrect information about the Pro card return period, that should be addressed internally. Instead, I was essentially told that I may have been given incorrect information, but the store was not going to honor it. I was simply asking to exchange a $400 product that Lowe’s sold me that did not work. I was told I should have plugged it in immediately after purchasing it. These were purchased as emergency backup equipment and stored until needed. I mentioned that I had been a store manager for approximately 10 years and that, in my experience, when a customer was sold a defective product, we made every effort to do what was right for the customer. She then asked me, in what I felt was a rude and condescending manner, what stores I had managed and whether those stores were concerned about their profit margins. Businesses need to be profitable, but customer service matters too. Eventually, she said she would contact the manufacturer to obtain an RA number. However, she simply dialed the manufacturer’s number, handed the phone directly to me, and left me to handle the conversation myself. I have not yet received the RA number, so I am still waiting for the outcome. What was particularly frustrating was that the explanation made it seem like Lowe’s was willing to process the return once they had the RA number because they could then seek reimbursement from the manufacturer. If that is the process Lowe’s requires, I understand that. What I found frustrating was that the store seemed unwilling to make any exception until it could ensure it would not have to absorb the cost. The focus seemed more on protecting the store from “taking the hit” than helping a customer with a defective product. I understand that return policies exist and that customers cannot always expect an exception. My complaint is about how this situation was handled. I was sold a defective product, and instead of receiving reasonable assistance, I was repeatedly told the store did not want to “take the hit,” directed to another location, told that customer service tells customers whatever they want, and made to feel as though my request was unreasonable. All I wanted was an exchange for a product that worked. I also noticed several other reviews for this location describing negative customer interactions and specifically mentioning rude or unhelpful associates. That concerns me because it suggests this may be more than an isolated experience. After this experience, I will seriously reconsider using Lowe’s for future purchases and will likely be taking my business to Home Depot instead.
• BB

  Brian

  Aug 3, 2026
  1.0
  Can’t even get anybody on the phone. If you’re not willing to talk to your customers, you don’t get more than one star everything else here is typically pretty good.
• JF

  John Mark Feilmeyer

  Aug 2, 2026
  1.0
  Never had a good experience at this store. Got over charged once, faulty rug doctor. Prices always higher. Never anyone to help. Long waits.
• DH

  Dallas H

  Jul 27, 2026
  5.0
  Excellent customer service rep. I'm a contractor and had some items that were outside of their return window. Sometimes stuff gets buried at my shop, or I hang onto it hoping I'll be able to use them in the future. He went above and beyond to return as many items as he could. I wish I could remember his name, but he is the only reason I will keep doing business with Lowes after having a very upsetting interaction with their Altoona location's manager and customer service rep.

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