Lowe's Home Improvement

Reviews

• DS

  Debbie Slater

  Mar 6, 2026
  1.0
  We wanted to return a night light we had purchased 6 days before that quit working. We had the receipt but not original package. We were told because we did not have original package, they could not take it back. We asked for a manager, she repeated the same thing. Neither employee even looked at receipt, stating they needed original package. Pointing to return policy, stating that is their policy. We read the policy,and told them that is not what it said. She told us to read the first line again, that is what it said. We read it outloud to her. It says you need receipt not original package. To which she responded, well it use to say that, that's our policy. She said we could go on line and look at corporate policy and see for ourselves. We went home and indeed looked it up. It said the same thing the store policy did. We called corporate and they confirmed the same. They called the store and that same person was dishonest and said that we had purchased a multiple pack and was trying to return just one. She never even looked at the receipt, which clearly showed item number . Corporate looked up item and verified it was one item to us. Corporate stated they would send dispute to store manager. At this point we are not sure if store manager would receive it, or if it would be intercepted by return manager. We called store to speak to store manager, unfortunately we got the person at the return desk, who was very rude and stated the store manager was not available, then stated he was not there at all. Totally frustrated my husband went up there so he could get the store manager's name off the wall.At that time an employee asked if he needed help , he said he wanted to talk to store manager. He was told the manager's were all in there usual Monday afternoon meeting. My husband said he would wait. The employee very politely asked what was wrong. My husband explained everything to her. She took down all his info. and a picture of receipt and said she would see that store manager got it. It has been 4 days and we have heard nothing. We disputed the charge with credit card service and got credited back to our account. The product was faulty in less than a week. Customer service and management at this store obviously could care less. We have been loyal Lowe's customers for years, but not anymore. Amazon works just fine for day to day products. Home Depot will now be our lumber and appliance store.
• JA

  Jamie Allan

  Feb 21, 2026
  5.0
  Dontrell was very helpful. I’m an indecisive person and he happily made me 9 samples of paint :D. The gentleman also at the front was friendly and helpful and another employee who asked for Dontrell’s help also politely excused herself for interrupting him while he was assisting me. Nice hospitality is hard to come by these days and it was a great experience to have not one but 3 employees be so pleasant.
• EG

  Ethan Gantt

  Feb 6, 2026
  5.0
  Toni provided truly exceptional customer service during my visit to Lowe’s. I was at customer service returning 60 landscaping bricks that were still loaded on my trailer. Even though I said it wasn’t necessary, Toni kindly recommended and insisted on sending an employee to assist me with unloading so I wouldn’t have to do it all myself. That level of thoughtfulness went above and beyond. I wasn’t necessarily expecting to have a full conversation with an employee that day. I had already been having a rough day and was feeling stressed from earlier interactions before coming into Lowe’s. But as we worked through the return, Toni made me feel very welcome. She was incredibly friendly, and we actually had a really nice conversation and got to know each other for a few moments before another customer came up. That small interaction truly lifted my spirits, and I walked out of Lowe’s feeling a lot better than when I walked in. Nowadays, you don’t really get that type of service from employees anymore, and I greatly appreciate how she made me feel. During our conversation, Toni shared that she spent about seven years as a Learning Ambassador at Amazon, and I can absolutely believe it. Her communication was clear, patient, and understanding, and her instructions were easy to follow. Her kindness and calm approach made the entire process smooth and stress-free. Based on my interaction with her, I would imagine she would be an excellent trainer at Lowe’s as well. I truly hope her direct supervisor and the store manager are able to read this review and acknowledge her for the excellent service she provided me. Employees like Toni are rare, and she is a true asset to the Lowe’s team.
• KA

  Kevin Acosta

  Feb 4, 2026
  1.0
  Worse Experience I've had at a Lowe's. I came to return some materials that I had purchased at a different lowes, the Cashier named Toni at customer service was extremely rude for no reason what's so ever. She stated that I had to return the material to the lowes I purchased it at originally, I asked to speak to a manager and luckily she took care of it very quickly. STAY AWAY from her specifically. Just blatant hate for no reason.
• SH

  Sherod Hampton

  Feb 1, 2026
  1.0
  I am writing to formally report a deeply disappointing and unprofessional customer service experience at your 9490 West Broad Street Lowe’s location. On January 30, 2026, I purchased a Project Source toilet seat at Hanover County location while I was nearby for work. That same evening, when I opened the product and removed the plastic wrap, two screws fell out along with visible wood dust, indicating the item was damaged prior to use. Because the store was closed at the time, I decided to returned the item following morning at this location January 31, 2026, before I went into work to request a replacement. Upon entering the store, I was greeted by a customer service representative named Toni. I said, “Good morning, ma’am,” and before I could explain the situation, she immediately responded, “We can’t take that back if the plastic has been removed.” Her tone was rude, dismissive, and unprofessional. Despite my calm and respectful attempts to explain that the item was defective upon opening and had never been used, her demeanor did not change. When I stated, “Ma’am, I have no reason to lie, and I swear to God I never used it,” she replied, “Don’t bring God into this.” This response was inappropriate and unnecessary. I then requested to speak with a manager. A short, light-skinned female arrived but did not introduce herself or wear a visible name tag. She repeated the same statement without listening to my explanation. I requested another manager, at which point a Black male manager dressed in all black assisted me. He was professional, attentive, reviewed the damaged product, checked my purchase history, and ultimately helped resolve the issue by allowing a replacement. I appreciated his professionalism and willingness to listen. What made this situation especially upsetting was that the initial interaction occurred in front of other customers. Several customers commented on how unprofessional the behavior was, and one individual even approached me in the parking lot afterward to say I handled the situation better than most would have. I am not someone who typically asks to speak with management or files complaints. This is the first time I have ever done so, but the level of disrespect I experienced compelled me to speak up. I contacted Lowe’s Customer Care on January 31, 2026, and filed a report, and I intend to follow up. This experience was embarrassing and has caused me to seriously reconsider my spending with Lowe’s, including the possibility of closing my Lowe’s credit card. I have been a loyal customer and have spent a significant amount with your company over the years, which makes this situation even more disappointing. I hope this matter is addressed appropriately and that steps are taken to ensure customers are treated with respect and professionalism going forward.

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