Lowe's Home Improvement

Reviews

• KK

  KitKat

  May 7, 2026
  5.0
  Gentleman at the customer service desk was awesome. Didn't get his name but he took care of me May 6th, 2026 at 2:15 pm. Whatever lowes pays him, it isn't enough. He went way out of his way to assist me! Very professional and friendly!
• MB

  Michael Bianco

  May 5, 2026
  3.0
  They have a lot of great items, but are usually disorganized and inefficient. Staff is not as knowledgeable as they should be.
• JN

  Jessica Newkirk

  May 3, 2026
  2.0
  I hate coming here. There is never any assistance and if they do come it takes forever. They always seem extremely understaffed especially for busy times such as spring.
• TW

  Trina Weir

  Apr 13, 2026
  1.0
  Lowes no longer gaurntees their plants. Some kid trainee would not return a rose I bought that died. Sorry dont buy plants here. They use to return them if they passed away. Not anymore. Kid said my phone number or card didnt show up. Im no longer buying anything here. Nope.
• TF

  The Mendoza Family

  Mar 23, 2026
  2.0
  I’ve been coming to this Lowe’s for decades at this point. It’s been a staple of the Culpeper community, and over the years I’ve had both really great experiences and some downright frustrating ones. It’s one of those places with clear highs and lows. It's not a bad store overall, but one that always seems to be forever chasing improvements in consistently good customer service. Yesterday was one of those mixed experiences. I placed an online pickup order around noon for lumber, mulch, and some PVC for home projects. I waited for the confirmation email that the order was ready, but by 5 PM I still hadn’t received anything and we were losing daylight. I called the store, and the automated AI assistant told me the order was ready for pickup. That turned out to be incorrect. I drove over with my dad, and when I got there, I realized I still hadn’t received the confirmation email. At the customer service counter, I explained the situation and mentioned what the phone system had told me. The associate checked with fulfillment and it turned out the order hadn’t been completed yet, and the employee handling fulfillment was trying to manage a large number of orders alone. When I asked for a timeline, I got a shrug and a dismissal of what the AI system had said, which made it feel like my situation wasn’t being taken seriously. While we stood aside and waited for the fulfillment employee to return, another employee named Ward approached us. He overheard what was going on, stepped in, and took the time to look up my order himself. From his device, it was clear there were a lot of overdue and unfulfilled orders. He spoke with the manager and genuinely tried to find a solution. Even though there wasn’t a quick fix (especially without the confirmation email), he was kind, understanding, and clearly doing everything he could to help. He even stayed with me while I called the store’s AI system again so we could confirm it was incorrectly stating that the order was ready. In the end, my dad and I decided to grab everything ourselves. That actually worked out better this way. We were able to pick through the lumber (which, honestly, had a lot of cracked or lower-quality pieces on the shelves), and it gave us a chance to get everything done on our own timeline. One of the PVC items I ordered wasn’t available, but I was refunded for it without issue. About 45 minutes later, we had everything we needed. The cashier who finalized our order and Ward were both great to work with. Unfortunately, the rest of the experience (especially the associate at customer service) felt dismissive and unhelpful, as if I was the problem for showing up based on incorrect information from Lowe’s own system. Overall, this location is consistently between two and three stars and it has been for several years now. There are some genuinely great employees here who care and go the extra mile, Ward being a perfect example. But there are just as many interactions that feel disengaged or inconsistent, and that’s been the pattern for as long as I can remember. I’ll probably continue to shop here, but I genuinely hope Lowe’s invests more in customer service consistency and either fixes or reevaluates the AI phone system, because situations like this shouldn’t happen.

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