The gentleman at the pro desk is very unprofessional and super rude. He treated customers like they’re a headache to him. They need to fire him immediately if they want my business back.
Pro desk guy is pretty rude. Come ask some question about lumber and discriminate towards us. Lowe’s alway been nice but this guy is something else.
TM
Travis Moore
Jul 1, 2026
I don't normally leave negative reviews, but this experience at the Alton Lowe's has been incredibly disappointing.
I'm currently rebuilding my home after a house fire and ordered $1,200+ worth of butcher block countertops. Three of the slabs were in stock and I took them home. The fourth piece, a special-order 5' x 30" butcher block, was ordered several days in advance.
3 days after ordering, Without any explanation, I received a text message that my order had been cancelled.
I spent nearly an hour and a half at the store trying to figure out what happened. The employees in the kitchen department were actually very helpful and even suggested a reasonable solution. They had a larger 6' x 39" butcher block in stock and believed management would likely work with me on the price since Lowe's was unable to fulfill the product they advertised and sold me.
I was told the store manager would be in at 2:00 and that someone would call me.
No one ever called.
The next day I returned to the store again to figure out what was next, only to find out that the assistant management refused to help unless I signed up for a Lowe's Pro credit card.
I wasn't asking for free merchandise. I wasn't asking for a handout. I simply asked them to work with me on the price of the larger piece so I could finish my kitchen after Lowe's canceled the product they sold me.
Even more frustrating, no manager would speak with me directly. Multiple employees tried calling Assistant Manager Tyler, but he repeatedly would not answer. I even went to the Pro Desk where another employee called him, and the answer was still the same: no assistance unless I opened a credit account.
Meanwhile, the exact countertop I ordered is still advertised online.
As a result, I now have to load three 8-foot butcher block slabs back into my truck, return all of them, and start over somewhere else because Lowe's could not provide the product they sold me and refused to offer any reasonable solution.
The employees I dealt with were polite and genuinely tried to help. This review is directed at management's lack of customer service and unwillingness to resolve a problem that Lowe's created.
Lowe's didn't lose a countertop sale today.
They lost the rest of my house rebuild.
UPDATE: After Lowe's responded to my review and asked me to contact them, I gave the store another opportunity to make things right. Unfortunately, my experience only got worse. Two of the butcher block slabs I purchased were defective, one cracked and another significantly thinner than the others, making them unusable. I went back to the store and asked management for one simple thing: help me inspect replacement slabs so I wouldn't waste another trip. Instead, I was met with an dismissive and sarcastic attitude from the assistant manager Tyler and was told that they wouldn't Even hold the replacements while I drove home to exchange the defective slabs. After multiple trips, canceled orders, defective products, and poor management, I finally filed a complaint with Lowe's Corporate. The employees on the sales floor continued to be courteous and helpful. My disappointment remains with store management and how these issues were handled.
UK
Uhura Knorowski
Jun 26, 2026
Tyler was absolutely rude and obnoxious not what I would expect from a manager at all, I can understand you’re not having the staff on hand to fill expectations set for by your brand, but that is not on the customer, to put front an attitude as if it’s not your problem and basically tell me I can do it myself is crazy, maybe you shouldn’t be in customer facing role! I definitely won’t be patronizing Lowe’s business anymore!
Lowes has turned into a store you definitely can’t count on for customer service. I went in on June 7 and bought a toilet, paid the fee that was higher than the toilet to get it installed. They said someone would contact me with the date and time. I provided my phone number and explained this was for my elderly father so please call me. On June 9, my father was contacted and told someone would install the toilet on Saturday June 13, but it would be one of three time slots and she’d call back with that information. By Friday June 12 he hadn't been contacted, so I called the number provided for installation on the receipt. Who I spoke with said they don’t set up the installation they just refer it out and only one company does our area. I asked them to reach out to whoever and find out what was going on. She said that wasn’t how this worked and she didn’t show any appointments scheduled for us, but we would be contacted by the end of the day Saturday June 13, with a date and time. So, apparently the toilet wasn’t getting installed on Saturday. Someone called my dad on Saturday, but again didn’t provide a date and time. Just left a number to call, for what I had no clue. So, I called to find out. I ended up calling someplace in California and was advised by some AI voice that my wait would be 45 minutes. I disconnected and called the Alton store requesting the manager. They connected me with someone named Tyler, I believe, apparently not a manager but in charge for that day. I explained my issues and he said he'd find out what was going on and get installation to call. Hours later someone finally called and again it was some step-down center that doesn’t actually schedule the service so not helpful. She said she needed to put me on hold to reach out to someone else. Instead, she hung up on me and never called back. This Tyler called later and I told him what happened and he was going to check on it. I never heard back from him either.
Now it’s Sunday, June 14, and I called the store manager and this time I got Ryan. I went over everything again and he said he‘d look into it and call me by 11am. Finally, at noon he called and had no information and no installation scheduled. He said he was trying to get someone to call me and would follow up with me the next day. By that evening no one had called so I left him a message and said to just forget it. This disorganized, no one knows what anyone is doing, isn’t going to work and I was through dealing with this disaster. After that I did get a call from their installation people, the ones who don’t install anything or schedule appointments. She asked how she could help and I said do you have a date and time for the installation and she said no they don’t do that. I had to laugh and said forget it. Even funnier the manager never called the next day. I went in for a refund on Monday. The girl doing the refund couldn’t even provide a receipt showing the refund had been completed, so now I have to watch the credit card to ensure that wasn’t screwed up too. What a nightmare and between the toilet and installation it wasn't cheap, you’d think we’d get decent service.
I don’t know what has happened to Lowes, but if you want customer service, you’re going to have to go elsewhere. This system they have for scheduling installations is severely broken. If you are not directly handling the assignments then don’t offer the service. Giving your customers the run around and making them call multiple times for a service they paid for is beyond unprofessional. Sending scheduling to someplace in California when you are in Illinois is absurd. The installation should have been scheduled within a couple days and completed within a week. Don’t offer services you can’t provide. Not even the manager of the store knew how to get a date and time. This place truly has gone into the toilet and I will do everything in my power to never buy anything from them again. Truly horrible service. The saddest part is no one cared or did anything to correct the issue. I was just an inconvenience. Do better Lowes.
