JB
Jordyn Bivins
Jun 7, 2026
I am writing to express my extreme disappointment regarding an experience I recently had at the Lowe’s store in Harrisonburg, Virginia, on Country Club Road.
I visited the store on a Sunday morning to purchase gardening supplies and a water hose. At the beginning of my visit, I received exceptional customer service from an employee named David. He was courteous, patient, and went above and beyond to help me locate a water hose that had been placed in a display area rather than its normal location. His professionalism and willingness to help are exactly what customers should expect when shopping at Lowe’s, and I greatly appreciate his efforts.
Unfortunately, the positive experience ended there.
After finding the hose I came for, I decided to browse the garden center clearance section, where I have frequently purchased discounted plants over the past week. On multiple occasions, I have been told that items placed in the designated clearance area are sold at clearance prices. The specific flower I selected was one I had personally purchased from that same clearance section twice within the past week, and there were more than 30 of the same plants still located there.
When I brought the plant to the garden center register, I was assisted by an employee named Peggy. Her attitude was immediately dismissive and rude. She insisted that because there was no black line through the barcode, the plant was not on clearance. Rather than investigating the issue or offering any assistance, she spoke to me in a condescending manner and bluntly asked whether I wanted the item or not. At no point did she make any effort to verify whether the plant had been incorrectly placed in the clearance section, despite my explaining the situation.
Rather than continue an unproductive conversation, I proceeded inside to complete my purchase.
Once inside, my experience worsened. While using self-checkout, I was closely monitored by an employee named Susan. She took it upon herself to grab the scanning device and scan all of the items in my cart herself, despite the fact that I was fully capable of doing so. The interaction made me feel as though I was being treated with suspicion rather than as a paying customer.
I informed Susan of the issue regarding the plant and explained that I had found it in the clearance section. Unlike Peggy, she at least called to verify the pricing. However, I was forced to stand there waiting for confirmation as though my explanation was not credible. The entire interaction left me feeling embarrassed, disrespected, and unfairly scrutinized.
After completing my purchase, I was so disturbed by the experience that I returned to the store with the plant in hand to speak with a manager. Unfortunately, no manager was available to address my concerns, which is why I am now submitting this complaint.
As a consistent customer of this Lowe’s location, I find this treatment completely unacceptable. While I understand that pricing discrepancies can occur, there is no excuse for employees treating customers with disrespect, dismissiveness, or suspicion. The contrast between David’s excellent customer service and the behavior displayed by Peggy and Susan could not have been more striking.
What should have been a routine shopping trip turned into an experience that left me feeling disrespected, profiled, and discriminated against. Customers should not be made to feel like criminals for questioning a price discrepancy or for using self-checkout. Nor should they be spoken to in a rude or dismissive manner when seeking assistance.
I hope store management takes this complaint seriously, addresses the conduct of the employees involved, and provides additional customer service training to ensure that future customers are treated with the professionalism and respect they deserve.
MG
Melinda Griffith
Jun 4, 2026
I was in the Harrisonburg Lowe’s store in Virginia and I’m at the most delightful, polite, helpful knowledgeable employees Tonya, and Kenny I’m at Tonya as I was looking at the outside lighting and she asked me if I was finding everything all right and did I need any help I was interested in a outside light that had a tag by it saying it was one price, but we’re in reality. It was a much higher price which was confusing for me and she also didn’t was placed there as well. Got in touch with Kenny. Who figured out the whole situation and that there was another employee he was putting tags in the wrong place. Kenny and Tonya Both answered all the questions that I was throwing at them with a smile with a great attitude and never once act like I was a problem or that I was irritating them or keeping them from setting down they wanted to help they were knowledgeable. They were polite and Lowe’s should recognize these two employees because they are representing the company well and they are doing your job above and beyond previously I was in there and had to have help moving some cabinets and ask a male that was socializing if he could assist, and he seemed rather bothered that he had to stop his conversation with another employee to assist loading cabinets, the same employee sitting down somewhere else just 15 minutes after that Tonya and Kenny deserve to help in any way possible and never once act like I was inconveniencing them from anything else. Kenny went on to assist in cutting of some other material in another department I have been to this Lowe’s a lot lately and spent a good bit on remodeling my grandma‘s house and I’ve only run into three employees there that have been helpful, polite, and nice above and beyond and that was Heather Tonya and Kenny Lowe’s should really recognize these great employees because it’s the chance to run into another one that will keep me coming back and making purchases there thank you guys you all stand out!
