TS
Timothy Sessions
2 days ago
Love Lows, but the lady at the customer service department did not believe I was military, so she did not apply my military discount as well. She did not believe my ID was real
October 13 4:30
RM
Rocio Martinez
Sep 12, 2026
I am extremely disappointed with the customer service we received at the Lowe’s in Pasco, WA on September 12, 2026. We purchased a microwave that was on sale, and the self-checkout cashier attendant specifically told us that if there was anything wrong with it, we could bring it back to the store and receive a full refund. Less than an hour later, we returned because the microwave did not work.
When we went to the return desk, an employee named **Jenn** immediately gave us an extremely unpleasant and disrespectful attitude. She told us the microwave was purchased “as is” and refused to return it, despite us repeatedly explaining that another Lowe’s employee had specifically told us we could return it if it did not work.At that point, **we specifically requested to speak with management—not Jenn—to have the situation addressed professionally.** Instead of simply getting a manager, Jenn continued arguing with us and maintained a confrontational attitude.
When the actual manager, **Pedro**, arrived, the experience completely changed. Pedro was calm, professional, and collected.He listened to us, treated us respectfully, and helped us work through the situation. I want to specifically acknowledge Pedro because he demonstrated exactly how a manager should handle a frustrated customer. His professionalism was greatly appreciated.
Unfortunately, Jenn’s behavior overshadowed the entire experience. When Pedro arrived, Jenn raised her voice and said, “Please explain the policy to them. I’m just doing my job”. We never objected to having the policy explained. Our concern was that we had been given different information by another Lowe’s employee and were trying to resolve the situation. Being “just doing your job” does not excuse speaking to customers in a disrespectful, sarcastic, or confrontational manner.
I have had a **Lowe’s business account and have been doing business with Lowe’s for many, many years. ** I have supported this company for a long time, which makes this interaction even more disappointing. I am honestly at the point where I am considering **closing my business account and taking my business elsewhere** because of how deeply upset and disrespected I felt during this interaction.
This was not simply about returning a microwave. It was about how a long-standing business customer was treated when trying to resolve a legitimate issue. Customers—and especially loyal business customers—should be treated with professionalism and respect. We specifically requested management, and instead of the situation being handled professionally from the beginning, Jenn’s attitude escalated an otherwise simple situation.
I strongly recommend that Lowe’s management review this interaction and address **Jenn’s conduct** appropriately. I hope management takes this complaint seriously because interactions like this can cost Lowe’s long-standing customers and business accounts. Pedro deserves recognition for the calm and professional way he handled the situation, but Jenn’s conduct needs to be addressed so other customers do not experience what we experienced.
Also please stop putting items out that do not work on clearance…..verify that they actually work before putting them on sale….
Great place, but a lot of stuff isn't actually in store. Has to be ordered.
WC
W “Daguard” Crow
Aug 9, 2026
Spent an extra 50 dollars on cutting my own sheet rock in the parking lot. Way to go lowes. Spend tens of thousands of dollars with you. but you can't cut sheet rock. Don't know why this irritates me this much but holy smokes it did. Ill go spend my money else where from now on.
I scheduled an order to be delivered on a Friday, 10 days after the purchase date, to ensure I would be home that day. It was a $1,500 order.
The delivery window was to be made between 8am to 8pm. It's 9pm and the shipment never arrived. Online, my order still shows as on schedule. Lowe's never notified me that the delivery would not be made. No text, no email, nothing.
I called Lowe's Customer Service, and they could not tell me why my order had not been delivered. The rep informed me the delivery would arrive the next day, Saturday.
Update: Well, now it's Saturday, and online my delivery is showing as delayed, with no delivery apparently happening today. Again, no communication from Lowes.
So I called Customer Service again to ask why, for a second time, my shipment would not be arriving. I asked to speak with a manager, who informed me that Lowe's does not make deliveries on Saturdays, meaning the representative I spoke to last night had given me false information. The manager told me the delivery will now be made on Monday.
What is the point in offering customers the ability to schedule deliveries if the delivery can simply not be made on the whim of a Lowes employee? I took a day off work Friday and lost a day's wages for nothing. I had even arranged for family members to help me with this project over the weekend, so I had to call and apologize to them, hoping they'll be willing to come back next weekend in hopes that the delivery actually arrives. Now I am going to miss another day of work on Monday thanks to Lowes incompetence.
I am very disappointed by how Lowe's has handled this. In my experience, Lowe's has typically treated me well, which makes this all the more frustrating. Lowe's used to be my first choice for supplies. After this experience, I will think twice, and thrice, before having large orders shipped to from Lowes again. I never cared much for Home Depot, but at this point, they're looking like my new go-to for deliveries.
