Lowe's Home Improvement

Reviews

• AS

  Antonio Safaris

  6 days ago
  1.0
  Lowe’s I hate you why are using home depots color
• JM

  jaden moore

  Jun 24, 2026
  1.0
  I purchased a Toro Recycler Max Mower ($569) from Lowe’s on March 11 of this year, and it has performed poorly from the day I brought it home. Since then, multiple functional and material issues have developed, making the mower increasingly unreliable. About a month ago, I attempted to return the mower and waited over an hour just to speak with a manager. After that wait, I was told there was nothing Lowe’s could do. Today, I returned to the store to try again and had to speak with three different employees before finally reaching Assistant Manager Derek. Derek initially refused to speak with me in person and instead chose to recite store policy over the walkie-talkie. When I finally got him to come speak with me face-to-face, he continued repeating policy word-for-word rather than having a genuine conversation or attempting to resolve the issue. I repeatedly asked Derek whether he had the authority to override the return policy. Multiple times, Derek either avoided the question or claimed there was nothing he could do. I then asked whether the store manager had the authority to make an exception, and Derek repeatedly responded that the manager was on vacation. After several minutes of questioning, Derek finally admitted the truth: he does have the authority to override the policy but simply chose not to. Derek explained that Lowe’s would have to absorb the cost because Toro would not reimburse the store. That response is unacceptable. I purchased this mower from Lowe’s, not Toro. As the retailer, Lowe’s took my money and should stand behind the products it sells. I attempted to use Toro’s warranty process, but the fastest turnaround available was seven weeks. That would force me to pay approximately $50 per week for lawn service, creating an additional expense of at least $350 just to wait for repairs on a mower that has been defective from the start. Since day one, the mower has struggled to cut 4 inch grass. It has been kept in a waterproof shed since it was purchased. Cosmetic defects All over the cheap plastic. The currently does not run because the metal hook attached to the bar will not allow it to crank because there is no tension. What was most frustrating was Derek’s dishonesty. Derek repeatedly implied that he could not help me, only to eventually admit that he could help but simply chose not to. Derek’s unwillingness to be transparent wasted my time and made an already frustrating situation much worse. The conversation ultimately ended with Derek walking away while I was still speaking, without offering any meaningful solution. I also find it unacceptable that asking for a manager resulted in being directed to a head cashier before I was finally able to speak with actual management. Between my two visits, I have now wasted approximately three hours attempting to resolve an issue that should have been handled professionally from the beginning. I have since escalated this matter to corporate. I will not return to this store as long as management continues to operate in this manner. Derek was unprofessional, dismissive, and dishonest throughout the interaction. Most importantly, Derek repeatedly led me to believe he had no ability to help, only to eventually admit that he did have the authority to make an exception but chose not to. That level of customer service is unacceptable. To make matters worse, Toro directed me to local dealers for assistance, and the dealers I contacted told me that, given the circumstances, Lowe’s should be standing behind the sale and working toward a resolution rather than pushing the problem onto the manufacturer. This entire experience has been a lesson in poor customer service, lack of accountability, and management unwilling to take responsibility for the products sold in their store.
• BR

  Bill Redd

  Jun 18, 2026
  2.0
  Very disappointing experience. The associate helping me with my return was friendly, professional, and doing everything she could, but the store appears to be severely understaffed. I was left standing and waiting for a manager approval while the only manager available, Barbara, was assisting another customer and simply stated, “It’s going to be awhile.” What is especially frustrating is that the manager approval for my return would have taken less than a minute. Why couldn’t Barbara step away for 30 seconds to approve the return and then continue helping the other customer? Instead, customers are left standing around waiting for what should be a routine transaction. It’s hard to understand why a large Lowe’s location in one of the biggest metroplexes in the country would have only one manager available to handle customer issues and approvals. The employees on the floor shouldn’t have to apologize for staffing decisions beyond their control, and customers shouldn’t be stuck waiting indefinitely for routine transactions. Lowe’s needs to do a better job scheduling adequate management coverage. Been waiting for 20 minutes and counting…. It must be embarrassing for a store to get a review while the customer is waiting. 40 mins…
• L6

  LOCAL GUIDE LEVEL 6

  Jun 6, 2026
  1.0
  Zero for 2 on curb service. Had to go inside 2 different times 2 different stores..
• FF

  FunDaddy

  May 30, 2026
  1.0
  The ladies at the return services were unprofessional. Yes, the bag was opened. But the quality was poor, and I explicitly explained about the low quality of the product, which lead to my decision to return it. Their argument was, "Oh, we can't resell it, if it's opened." I wasn't going to waste even one second of my time at their store after hearing the most ridiculous argument from a store. The management of the store should send these two staff back to training school. A huge disappointment!

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