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January 2024 by Jas A.
Horrible experience! You ask for help and employees are having conversations within themselves while you stand there NO acknowledgement. I originally went there for tile but left due to everyone being so unhelpful.
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January 2024 by Germain B.
My recent encounter with Lowe's Home Improvement in Gaithersburg, MD has left me utterly disgusted and appalled at their abysmal level of customer service. The incompetence displayed by their so-called "Pro Desk" and delivery team is nothing short of a comedy of errors, albeit at the expense of my time, money, and sanity.With the intention of making a substantial purchase of approximately $5000 worth of Luxury Vinyl Plank (LVP), I inquired about the possibility of availing white glove delivery services due to the logistical challenge of transporting around 3600lbs of flooring material to my second-floor condo. The Pro Desk representative, in what can only be described as a delusional state of confidence, after some convoluted back-and-forth with their manager, assured me that they could accommodate my request for an additional service, given the size of my order.The very next day, Lowe's delivery driver unceremoniously dumped the colossal 5000lbs load of LVP at my doorstep, leaving me flabbergasted. A subsequent call to Lowe's, which felt like a futile exercise in masochism, only led to more false promises. I was assured that a specialized team would soon follow to assist in delivering the LVP into my condo.What followed was an excruciating four-hour ordeal of waiting, during which I felt like a pawn in a twisted game of customer service roulette. Multiple calls to Lowe's only served to exacerbate my frustration, as each time, I was reassured that help was on the way. Alas, the promised rescue team never materialized, and my condo remained LVP-free.In a final act of desperation, I had no choice but to hire external assistance, completely undermining Lowe's commitment to white glove delivery. I would like to extend a sarcastic "shoutout" to Gus and Tim over at Lowe's in Gaithersburg for their exceptional skills in overpromising, underdelivering, and showcasing a breathtakingly underwhelming display of customer service.In summary, Lowe's Home Improvement in Gaithersburg has not only failed to meet the basic standards of customer service but has also managed to turn a potentially straightforward transaction into a nightmare of epic proportions. I implore anyone considering doing business with this establishment to think twice and explore alternatives that value their customers' time, money, and sanity.
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January 2024 by Jack S.
Well, our long awaited stove arrived today without the power cord that was purchased. We ordered this range in Nov and have received multiple delivery notifications that did not occur on the dates we were told due to stove not receiving the item. Yesterday when I called I was told it would come today and it did. So now I have a Hugh paperweight in the kitchen that cannot be used. We have been using a two burned hot plate since Nov and were looking forward to being able to cook again. Well that is not happening anytime soon!Hopefully Lowes will do an ASAP cord install quicker than the delivery of the stove.
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December 2023 by Julieta Y.
Yesterday I placed and order for a gas water heater and the necessary accessories for the installation thru the online app requested gaithersburg store They delivered the next day as promised except one of the items was vented, scratched I made the delivery person aware of the damage he responded " I don't know about that they gave it to me like that he took a picture and leftI called the customer service line and it was extremely difficult to have a person to answer after 20 mins in the phone they transferred to several agents one told me I needed to contact the manufacturer to have it replaced this a metal pan I responded not a big item I need right away since the plumber was coming , I contacted the Gaithersburg location they told me my order came from Washington DC there for they could not exchange or give me a refund I told her that I live in Maryland and I was not able to go to DC she told me I can help you and hanged up worse experience everNow I understand why I always go to Home Depot in Montgomery Mall easy returns and great customer service
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August 2023 by Austin P.
First time painting a wall, bought rollers and they ended up leaving pieces of the roller on our wall as we painted. Can't really stop painting once you go if you don't want blotches and dried spots, etc so I tried to return them. Customer service and specifically JACKIE @ customer service was so rude. Had me screaming across registers until I asked her to come over so I could explain and show her pictures and she said she can't do anything without the other two rollers. I asked her if I can bring them in covered in paint. She flat out dismissed me and said no we can't take them. I understand if 2/3 pieces are missing and used I get that, but the fact that this product left marks all over my wall I thought they'd have some sympathy or decent customer helper but that's too much to ask for. Thanks for nothing, but your lack of decency and manners JACKIE!
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June 2023 by Namremaz T.
All I wanted to do was find out if they had a particular sized air filter in stock. My first call to Lowe's Gaithersburg generated a link that couldn't be opened. I tried for a human on my second try, and let the phone ring for about five minutes. Next, I said to myself "Than God for Amazon."
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March 2023 by Matthew U.
I wish that I could remember exactly why my Dad made me stop here. Second to grocery stores my Dad loves to stop at hardware stores. I swear I have been in a number of Lowe's or Home Depots over the past few months.I keep thinking that my Dad wanted to stop to check out riding lawnmowers. Why? I don't know, it was January when we stopped here and lawnmowers weren't readily available seeing that snowblowers were still out. Also, he had one already.Anyway, it was a quick glance here and I think we may have been looking at washing machines. Which was ridiculous, I can't fit a washing machine in my vehicle. It's an SUV, but not one capable of fitting a washing machine.Anyway, we did our looks. Talked to a few associates about items and made our way out.
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January 2023 by Gary H.
I had an issue 8 months ago that was resolved today with a great customer care representative from Lowes ( Brittney Shumate) thinking that my calls and letter were ignored from last year was incorrect. Thank you Lowes for resolving the issue, satisfying a customer and being a stand up company I always believed you were .5 stars
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December 2022 by J. G.
Believe every bad review you read about Lowes!Ordered LG washer and dryer with side kick washer and pedestal base from Lowe's in Gaithersburg. Many difficulties ordering through the store on the phone. Finally had to go to store in person to make purchase.The sidekick was delivered in advance but we were told that we had to drive to another county to pick up a pedestal base which we did. When the delivery people arrived with the full-sized washer and dryer they took one glance at the bases (still in boxes) and said that they were the wrong ones for our new machines and refused to install them. After spending days (hours on hold and endless discussions with Lowe's employees across the area) trying to correct the "error", we learned that the delivery people had out and out lied. They were either too incompetent, too lazy or too busy (they showed up hours behind schedule) to hook up the machines so they decided to lie and say we had the wrong products.This resulted in wasted hours on the phone where we were given the run around by Lowe's employees who shunted us from department to department, store to store literally across the entire area in an effort to locate the "correct" products. After we discovered that we did have the correct pieces we phoned Lowe's to again arrange for installation. Instead they dispatched a crew to pick up the "wrong" pieces. Fortunately we were able to persuade the fellows to install instead. From start to finish the entire experience was awful. There was never an apology from Lowe's or a word of acknowledgement of our inconvenience.Home Depot for us from now on.
