Lowe's Home Improvement

Reviews

• TS

  Tracee Smith

  Sep 26, 2026
  1.0
  Terrible experience here. Last Friday, we had a new refrigerator delivered. The guys came extremely late, around 10:45 pm. We had a haul-away service, but the men refused to take the old refrigerator, stating it was too late at night and it was against the law to take it that late. They claimed they'd be back the following day to take it. They left the old and new fridge in our tiny kitchen, blocking entry, causing a fire hazard and making it impossible to enter to cook or do anything else. When we called Lowe's, they said the soonest someone would be back to collect the old fridge would be on Monday, which was obviously frustrating and unacceptable. Considering how the men left our kitchen blocked off, obviously, we couldn't just not use our kitchen for two whole days. So, we ended up calling back again, speaking to a manager, and telling him what had happened. It was an emergency. He was remorseful and assured us he would get to the bottom of it and call me back. It was Saturday morning. I never heard back. Sunday came around, no callback; I waited until Monday, still no callback. So, I finally decided to call them back and spoke with a lady who claimed to be a manager. She apologized, said she was really sorry about the other manager not following up, and claimed to set up a pickup for the fridge. She said the guy would be at our house Tuesday to haul it away. I was irritated, but she seemed genuine, so I thanked her and hung up. Tuesday came and went; the fridge still hadn't been picked up. I called again—this is about my fifth time calling. I spoke to a gentleman who claimed he was in charge. He looked up my account, apologized, and said he would personally oversee this to ensure it was actually picked up this time. I thanked him, clearly losing hope by this point. The next day, which is Thursday, still no pickup. Now, here we are Saturday morning of the following week—no calls, no follow-up. The fridge has not been picked up. My opinion is that although these folks seem kind, you should stay clear of this place unless you like to get the run-around, no resolution, and no follow-up. Paying for haul-away and then never actually getting the service, with no accountability. Terrible service. I'd give it a 0 if I could.
• BS

  Barry Sheraden

  Sep 12, 2026
  5.0
  Christy, Oven & Bj were great help in lawn & garden. Had to exchange a mower and all 3 were nothing but very helpful. Thank you to all of you!!
• PW

  P W

  Sep 11, 2026
  1.0
  You can't call this outfit. You get AI and you cannot get out of the loop. So frustrating. Calling Home Depot. I am buying a washer dryer. Not jumping through the stupid ass AI hoops.
• 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.

Frequently Asked Questions About Lowe's Home Improvement