The store itself is okay but when you need help, staff are nowhere to be seen.
A lot of people just going through the motions instead of people passionate about improving their home, etc.
I've had some poor experiences with management and I had to wait over an hour for someone to help me recently. They were untrained in the tool, tried to use it because management wasn't around and eventually had to move towards a manual solution which took additional time.
I lost my survey code, so I'm putting my review out into the public. Brian B. was such an amazing help to my husband and I. We're newbies to the world of power tools, and Brian took lots of time to give recommendations and really help us out. Brian is the best!
TK
Tanner Kiessel
May 26, 2026
ABYSMAL experience. I don’t usually post reviews. But we ordered a gasland wall mount oven from them and have experienced multiple issues over the course of a month with both the product and customer service of Lowe’s. Upon delivery almost a month ago, the product was so damaged and dented we didn’t accept the appliance. Today, they installed the appliance. And the technician for install couldn’t get the pilot light to start. So now we have an oven that doesn’t actually work. And instead of taking additional time to fix it or calling the installation department and reporting the faulty product, they (Mike the installer) just left. When I called the installation team, I was told it was my problem to work with “the vendor”. Which isn’t Lowe’s. It’s the manufacturer Gasland. They provided a number, and when I called it was a DIFFERENT OVEN COMPANY. I’m so far beyond frustrated with the lack of help and waiting over a month for an installation. I will NEVER be using Lowe’s again for appliances. Take your money and time somewhere else.
UPDATE: I have spent a collective time of 4 hours on the phone with various customer representatives from Lowe’s, Lowe’s Installation Services, and Gasland (the manufacturer of the oven). I’ve been told various “solutions”, including that Lowe’s requires me to reach out to the manufacturer, and then the manufacturer indicating I have to reach out to Lowe’s customer service. Then the manufacturer told me I had to upload a video of the product not working. So I did. The manufacturer is in the process of sending the information to the warranty team. Additionally, I was told a determination would be given of either needing new parts or an exchange and that if it required new parts, that I would be responsible for paying out of pocket for the parts and labor to fix it. For a product that HAS NOT WORKED since the unboxing. This morning, I received an email stating that I had a 1 year labor warranty with Lowe’s, which was confusing considering Lowe’s had told me yesterday that a technician could not come out and fix it and that it was the manufacturer’s responsibility. So I called Lowe’s phone number that was listed, which router me once again to the installation customer service number. I then spoke with Sheila, a rep who actually seemed to care and want to help me. She informed me that not only had the installer not uploaded the report, which SHOULD contain that he directly told me that the product was not working upon installation, but she also indicated that the installer had uploaded pictures of the first unit that we received, which was dented and broken upon delivery. From there, Sheila called the store and started a work order for the store to purchase a new unit and have the exchange process going and informed me I would need to allow 2 Business days for the store to address the order. About an hour ago, I received a call from Rich in the appliance center (addressing me by the wrong name) and also stating that he was calling about my *scratched* wall oven. I called back, was immediately disconnected as soon as someone answered the main line. And have now been waiting for Rich to give Taylor (apparently me) a call back about my *scratched* oven (the oven just doesn’t work. It’s not damaged at all). At this point, my spouse and I are ready for a refund or to dispute the charge since this customer service as been so awful on ALL ends and we will never shop at a Lowe’s again, especially Holt/Lansing location.
Do not honor their own online price. Instead of paying the online price for the item I carried to the register, I would need to order it through the app, have someone collect it for me, and carry it to me, and then it is cheaper? What land of idiots have I descended to? Even Idiocracy wouldn't have put this in their movie, because it's too unbelievable.
Employees were nice, and I get it's corporate and not their faults; but I will never shop at any Lowe's again.
I had a disappointing experience at Lowe’s that I feel needs to be addressed.
The associate who assisted me, Keisha, came across as unprofessional and dismissive. Instead of feeling helped as a customer, it felt like I was inconveniencing her just by asking questions. Customer service should make people feel respected and supported, and unfortunately, that was not my experience. I think management should reprimand her and look into moving her to a different role besides Customer Service.
On top of that, when I picked up my Toro trimmer, the box already had a partially open cut in it. Since this was supposed to be a brand new item, that raised concerns immediately. The associate at pickup mentioned it may have been damaged during shipping, but there was no prior notice or verification that the product inside was still in new condition.
Overall, this experience did not meet my expectations as valued customer. I hope management takes a closer look at both customer service interactions and quality control for pickup orders.
