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February 2024 by Mark V.
If anyone in a Lowe's Leadership or Management position reads this, I ask that floor staff receive training on "how to delivery excellent customer services." The staff's poor quality of service delivery at the Bowie location is the reason why I now shop at Ace Hardware in Crofton, Maryland.
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February 2024 by Liz B.
This review pains me to write. I worked at this very store when it first opened and have been a loyal customer by ordering all my appliances from here when I bought my house almost 20 years ago. Back in November I purchased a dryer and dishwasher online and selected installation and haul away of the old appliances. The dryer was was installed no problem, but the dishwasher was not as that would require a service agreement that had to be purchased in store only even though it wasn't clear on the website that it had to be done that way. I must add that I was advised by 2 people not to buy appliances from Lowe's because of issues they had with their orders. I shrugged off their warnings thinking my order is coming from a different store and I never had any problems in the past. So I purchased the service contract to have my dishwasher installed at the Bowie location even though my order was delivered from the Severn store. My installation day arrives and the installers are about 1 hour late past the quoted delivery window. He unboxes the unit and it is dented. He calls customer service right away and arranges for the damaged dishwasher to be handled away. It's picked up a couple days later but I need to call the Severn store to see about getting a new dishwasher even though I wanted the same model I originally ordered which is a standard model. I called the Severn store and guy I should have wrote his name could not tell me if the same dishwasher was in stock. He was not helpful or knowledgeable about any of the dishwashers or the return policy and the process of getting an even exchange which was what I wanted. He advised me to go to his store and get a refund. So I drive to the Lowe's in Severn and they refund my dishwasher but not the service contract because that was from Bowie. I decide then the next dishwasher is coming from another company, but Lowe,s poor customer service is not over yet. Later on the weekend before Christmas I go to the Bowie store to get the service installation contract refunded. This is now the 3rd time I have had to go to a Lowe's about this online order. Other stores do not require you to physically visit the store to get your dishwasher installed.The gentleman working the refund desk does not how to process my refund and Phyllis comes to assist. She immediately in an impolite and mean tone says you can't get refunds on installs without us verifying that the install didn't happen and it's Sunday and they can't do it. I'm perplexed on why that would be the case as my dishwasher has been picked up and returned to the store and credited to me. I have receipts for all the transactions and proof of pickup and the voided work order for installation. I politely say why a call was needed for this and no one at the Severn store mentioned when I got my damaged dishwasher refunded. I do not want to make a 4th visit to get my refund completed.Phyllis then rolls her eyes and says "Jesus Christ it's not like your money is going to go back on your card today." That reply is super offensive and unprofessional. I left the store and filed a complaint with Lowe's customer service. A few hours that same day which was Christmas Eve, Phyllis calls to say she had confirmed that the dishwasher was not installed with the Severn store and that my refund had been processed. Based on this experience I will not step foot in any Lowe's store and advise everyone to not order appliances or any installed sales from them.
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January 2024 by Jasmine J.
I initially planned to give this place, three stars however, as our visit progressed, the decline was steady and nearly rapid. I was initially, surprisingly pleased by the attentive greeter that welcomed me and my husband into the store. This was a warm change, compared to my experiences at the Largo location. Additionally, Mr. Mike was very attentive and helpful and helping us find the wood we were in search of. However, the decline began when we walked back to the cutter, to get the wood cut for a project and discovered that it was out of order. My husband had just called the location to ensure that the machine was in operating order before making the journey, and we were assured that it was functional. We were then escorted to customer service where the woman "assisted" us by listening to the dilemma and responding by asking "ok what do you want, to see the manager?" After waiting 15 minutes for a manager to no avail and requesting that they contact a sister store to check for a functional machine and being given a list of store numbers instead we chose to leave.
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January 2024 by Libby K.
After delivery of two broken appliances in one week, Donte took care of us and went above and beyond to get the exact appliance we needed (and in working condition). He was the most kind, patient and professional Lowe's employee I've ever interacted with. Thank you Donte!!!
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September 2023 by Stephen H.
Uncle ordered the bricks 8-in x 3-in x 4-in and days later they delivered the wrong kind of bricks which were 7in x 3 x 3. We called the customer service HQ, and they sent the message to the store customer service remedy this issue. The store was requested to contact me regarding to set a schedule to replace bricks to the correct one. We haven't heard from the store for over one week. So I called the customer service, and it took them so long to answer the phone. I explained the situation, they laughed and apparently it didn't concern them. This makes me wondering why do the managers and HR hire those people who do not serve a customer right and can't even read the order details. We regretted that we ordered a stuff from Lowe's. So we wouldn't recommend order anything from this store.
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August 2023 by Natalie K.
Bowie Lowe's is the most unhelpful home improvement retailer I have been to in the last ten years. The employees are rude and incompetent in my experience. I have been trying to rent some equipment, and it's been one big headache. First they tell you they will call to let you know if the equipment is available, but they never call. When you call, they don't pick up the phone. If they do, they put you on hold for an hour. One person tells you the equipment is available, and another that it's broken. When you ask for their names, they hang up on you. Hopeless!
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August 2023 by Stephanie M.
the store never answers the phone I've called 7 times today when I finally got a answer the young lady hung up on me while transferring only to call back and not get a answer. The customer service is extremely poor I guess they don't realize that the customers is how they stay In business
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July 2023 by Lauren M.
Terrible experience ordering a washer and dryer. I was supposed to get a call from the delivery service the night before giving me a time frame - didn't happen. When I called Lowe's, they said they had no access to delivery info and gave me the delivery service's #. Called them, no record of my order. Called Lowe's back, but it was getting close to closing so they wouldn't talk to me - they told me the manager would be in at 5am the following morning. Delivery day: I called Lowes at 5am and the manager was late so I tried two more time closer to 6am - no answer, so I went to the store. Customer service miraculously pulled out a sheet with all the delivery info, including mine but with different contact info than I gave them. They proceeded to blame me for giving them the wrong info. Fixed that and all seemed well, until I got a call saying they didn't have everything I ordered and wanted to reschedule - and yes, I had taken the day off work because their delivery dates weren't flexible. I refused to reschedule, yelled, complained, asked for my money back, and they somehow showed up with all the parts without rescheduling... and the delivery was almost an hour earlier than the window Lowe's told me. Normally early isn't bad, but I was literally walking out the door to go to the grocery story when the truck pulled up - could have missed them entirely, so just expect to spend the whole day at home regardless of the delivery window. Icing on the cake was that the delivery guy wouldn't hook up the washing machine because he didn't know where the drain pipe was. I showed him, but he didn't believe that was it and refused to hook it up. It's an older house... build in the 60s, but the same exactly design as most of my county. So yeah, instead, I have to spend at least $100 more to have a plumber come do it (or blindly trust youtube).
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July 2023 by Angela G.
I wish to be clear. I shop at Lowe's because I have a disdain for the political leanings of the ownership of the competition and I want to support the employment of my county neighbors. I will now go to whomever provides the best experience and right now, it's not this location. Once upon a time if an item was out of stock the sales associate might call another store to see if they had inventory regardless of the computer tally to allow for adjustments. That didn't happen and I drove 40 minutes on faith to Bowie. Sales was easy enough. The sales associate was great, unfortunately he is now on leave for 10 days and those left behind don't know squat. I took pictures and had a plumber look at our setup and he said that it should not be an install issue. I called the store to be sure that installation was included taking nothing for granted. Call was taken by an associate who did not fully listen to my question, told me I needed to come to the store to complete the request (40 minutes away) to arrive and be told that the trip was unnecessary. SO - Although I have a dedicated water line it's copper (and Lowe's won't touch copper, I was told?) I may or may not receive install tomorrow and NO ******* body can tell me for sure. Still don't have a delivery time - and who can get a plumber last minute and not pay a mint? Why cut Veteran discounts on appliances then put thank you for your service on the receipt? SMH Thanks - I guess. UPDATE: Sure wish I had a delivery time for tomorrow.
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June 2023 by LaWanda B.
I went into the Bowie location of Lowes for measurement of flooring job I need done. The one service tech had technical issues with the system but said my appointment was confirmed and he will call to confirm. I did not receive a call so I went aback to the store to confirm. A different tech wad there but unfamiliar with the process. Kudos to him and an off work employee who walked him through the process. It took an hour before it was completed. Though the appointment t was made I am concerned of how the process will go. The new appointment totally wiped out all I had selected. I called another co.pa y for a quote.
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June 2023 by Donna K.
I was in the store twice over the last week, once to help my parents buy a new washer and dryer then two days later as the dryer was faulty. We first dealt with Sasha the Asst Manager, who was wonderful in getting us to the right person to facilitate an exchange. He brought us to Francis who was so extremely helpful in getting the pickup of the faulty machine and the delivery of the new one on the same day!! Rose then assisted us with all the paperwork. These three made the process complete painless and stress free. Thank you to all three of them.
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May 2023 by Charlie M.
I have found out that my friend has thought she had lost something very special.and we had called customer service a lot of times. But still no answer.
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March 2023 by Janet C.
As much as you wanna buy everything online, there are still things you have to buy in person. My husband and I needed a new dishwasher. After watching YouTube videos we had an idea what we wanted to get. We actually started out in Home Depot but they were severely understaffed so we went to Lowes. Maurice helped us right away and we were in an out fast. If you have to go purchase an appliance in person, make sure you get Maurice to help you. He has great customer service that you can't get online
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January 2023 by Thin Line R.
Fire Management, they got to go they are a cancer killing this location Terrible, this store has gone down hill since they got new management. The bathrooms are terrible the managers are rude. Have "let go" multiple individuals that actually make sure their customers come back. Ryan is a complete a$$ and is completely unresponsive to complaints acting as if the customer is wrong. Hell I told him today to take some pride in his store and he told me he did. I said then why is your bathroom have no paper towels nor any faucets that actually work like they are supposed to. I told him it takes you going in and looking calling the company for a third trip in per day to clean instead of two. Plus if you can't add a roll of paper towels then this place is doomed. A set screw is the only thing keeping a faucet from working like it should and you can't take pride in your store and do that as well. Hell you have a store of tools and access to YouTube. If not call a plumber on your own. Build a relationship with one of the thousands of contractors that come in each day and ask if they could spare a few moments. Hell I would it if he wasn' t such a D!€k. Problem is he seems to thin he is doing a fantastic job. No one in the store wants to work there and he uses that as an excuse instead of fixing his issues. Leadership starts at the top and there is zero at this store. There is no reason to have a manager telling a customer who spends thousands at his store that he is wrong and has no idea what he is talking about. I used to be in that store everyday. Now I drive 10 mins further and spend my money a the store down the road. It's in a different district and run much better. Don't go here unless you have to. The only reason they get the sales they do it because of location.
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November 2022 by John Y.
Trying to get them on the phone to check on an order???? Once again they never fail to disappoint. Best to drive further and bypass this store because it is obvious that they don't care about the customers.
