Lowe's Home Improvement

Reviews

• RM

  R M

  4 days ago
  1.0
  SHOP ANYWHERE ELSE. We recently bought a house and were excited to start renovations. With a 10% birthday discount from Lowe’s and Synchrony Bank, we spent hours selecting nearly $1,900+ in faucets, lighting, hardware, and other essentials. What followed was a customer service nightmare. Immediately after we placed our online order, Lowe’s charged our credit card for the full amount, reversed that charge, then split the purchase into many smaller transactions, sometimes reversing those too, making it nearly impossible to tell what we were actually being charged. The unusual activity triggered a fraud alert on our Lowe’s credit card. After calling Synchrony Bank, we learned that only part of the order had processed and were told to place another order for the remaining items. After a frustrating call with Lowe’s, we canceled everything. Our birthday discount had already been used and could not be applied again. Later that evening, we gave Lowe’s another chance. We rebuilt and placed the order without the discount, this time using American Express. Unbelievably, the exact same billing sequence triggered another fraud alert. We had to call American Express to verify the charges. The ordeal consumed practically our entire day. Then Lowe’s made us a promise in writing. On September 27, we contacted customer service about the experience. A representative explicitly confirmed that a $270.20 refund had been requested and would be credited to our original payment method once our order was fully delivered. This was to make up for the 10% discount + offer free shipping for our troubles. We received a case number and twice asked whether we needed to request the refund again. We were assured it would process automatically because the request had already been submitted. We believed Lowe’s had finally taken responsibility. Unfortunately, that promise appears to have been meaningless. On October 11, after every item had been delivered, we followed up. Instead of checking the promised refund, the next representative asked for our expired birthday coupon and tried to apply it to the completed order. We weren’t asking to use a coupon. We wanted the refund promised in writing. Then came the most infuriating revelation: our original case had merely been recorded as customer feedback and closed. No refund had been initiated. We had to provide the original chat transcript ourselves to prove what Lowe’s had promised. The representative acknowledged the miscommunication and opened another case. Now we must wait another 48–72 hours for another department to decide whether Lowe’s will honor its commitment. After two disrupted orders, two fraud alerts, and hours of wasted time, we’re still chasing a supposedly arranged resolution. The most disappointing part is Lowe’s apparent disregard for customers’ time, trust, and loyalty. We just purchased a home and had planned to spend thousands more on renovation materials. The $270 refund is a fraction of that future business, yet Lowe’s is jeopardizing the entire relationship over an unwillingness to do what is right. Customers should not have to fix a retailer’s billing problems, repeatedly explain the same situation, preserve transcripts to prove what was promised, or fight for a refund that was explicitly confirmed in writing. Customer service isn’t about apologies and promises. It’s about taking responsibility, following through, and respecting the people who spend their hard-earned money with your business. As of October 11, our refund remains unresolved. Unless Lowe’s honors its written commitment, we intend to return our purchases and take our future home improvement business elsewhere. We started excited about our new home. We’re ending feeling misled, exhausted, and disillusioned. My advice: Think twice before placing a large online order with Lowe’s. If something goes wrong, be prepared to spend hours resolving it, and don’t assume Lowe’s will honor its promises or take accountability. Lowe’s has lost its humanity and does not care about it’s customers anymore.
• MF

  Micky Flash

  Oct 6, 2026
  1.0
  Walked in and there were a couple of people to greet me and tell me which aisle I needed to go to for my item. Then when I needed to get further help I asked two different people to page someone for me which they did. They never checked back and no one ever came. As I was leaving I asked a gentleman who was standing by a desk if the manager was there and he said "I'm the manager". But he had not bothered to come and help even though he must have heard the pages and seen me walking in front of the aisle waiting for someone. Unbelievable lack of customer service. I would not recommend this store to anyone. Oh, but one of them did get me to try to sign up for a gutter service which I repeatedly told her I didn't need. Booooo!
• CD

  Cheyenne D

  Oct 4, 2026
  2.0
  DO NOT buy Lowe's extended warranty. It's useless. They will say that there is no one who can repair your appliance when there are local businesses ready and available. Any attempt at making a claim will be useless. Finally a trip to the store and a couple hrs later a less than ideal resolution to the problem was found. It's a scam, and they make using the warranty pretty much impossible. Go somewhere else for appliances.
• MA

  Miss Angel

  Oct 1, 2026
  2.0
  Walking through the indoor plants broke my heart. They are either crispy and barely hanging on or sitting in water. They are crammed on shelves and screaming out for help. Even the higher end plants were droopy, brown, or you can’t even see them because they are crammed so tight. Do better. There is no way I’d pay for a plant that looked like those, but, also these are living things. On a positive note, the employees have always been friendly there.
• OG

  Orlando Patino gonzalez

  Sep 22, 2026
  2.0
  You will wait forever for the supervisor Ernesto to come help you. I had two employees tell them that they needed His assistance to answer my question and he was apparently too busy. I walked over to him myself and he was just standing there. The only reason it’s a two star is because of the awesome employee that helped me out even though he knew just as much as me, but it was a thought I counted you guys need a new supervisor and training.

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