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March 2024 by Kerri C.
This five star review is specifically for the manager, Janay. She is kind, helpful, and goes above and beyond to assist you in your needs. We're going through a broken fridge situation and she's been doing everything in her power to have the replacement go as smooth as possible. We're extremely grateful for her.
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March 2024 by Robert U.
this store is like walking into a third world country, nobody speaks English and are rude.
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February 2024 by Orlin P.
I went to this store trying to buy some tools and press the button for assistance an this lady came with a very rude attitud. She said that somebody else it's going to help me and waited for over 10 min and nobody came. the costumer service experience was horrible. NEVER coming back to this place.
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September 2023 by Joseph D.
When I went there on Aug 26th, I had absolutely the best hardware store customer service experience in my memory. First, I wanted a large shop fan to blow away the mosquitoes. The guy I waved down very helpfully and cheerfully brought over a cart for me, then showed me the fan section, then brought over a lift to bring it down from the top shelf, then when I decided it was too large (wouldn't fit in my car), cheerfully helped me load a somewhat smaller one. I also needed to rent a rug shampoo unit. The lady at the customer service counter very helpfully showed me what to do, asked me if I needed the accessories, walked over to the shampoo bottles when I told her they were sold out, showed me a different section where there was another brand I could buy, and then helped me check them out. And when I brought it back after 48 hours rather than 24 hours, didn't give me grief. And when I realized I had forgotten the accessories, let me check them out so I didn't ring up a higher rental cost before heading home to bring back the accessories. I imagine I was a bit of a pain for both, but they were unfailingly helpful and positive. Wonderful service! Definitely coming back rather than deal with the Horrible Competition again!
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August 2023 by Diane T.
The appliance sales person was friendly and demonstrated a knowledge of the department procedures. At this Lowes in New Carrollton he actually went into the stockroom to be sure the refrigerator we wanted was in the store and could be delivered on the day requested. I have purchased from Lowes for more than 10 years and this transaction from beginning to end helps turn my customer service experience to a positive light after the California MD store destroyed my over 10 year positive rating I had with them--it only takes once for a sales person to promise something that they don't have a clue as to when the store will have that product and then have you waiting. Hats off to the salesman at New Carrollton Lowes. He provided excellent customer service. I was buying a refrigerator in that area for my grandson and gave him the receipt and I regret I cannot remember the sales person's name. Hopefully, store management will see this and be able to identify him and thank him for a job well done. We were in the store I believe on Wednesday. August 16, 2023.
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June 2023 by A. B.
Although this location is unpredictable and often dysfunctional, it is my preferred Lowe's. They have what I need 90% of the time versus other locations, like Market Street in DC, which always looks like it got hit by a heist or organized crime ring. Service depends squarely on the staff working. I've received some of the best service of my life from Jamal and Kayla in the garden center. A short, petite older, very pleasant Black lady is always so nice & helpful in self-checkout. There is a Latin man who wears glasses--an assistant manager--who is so kind and always a great help. And of course the manager, Fatima, is a lovely lady and ensures you get what you need. The problem starts when Fatima leaves or walks away, and the aforementioned employees are not scheduled. I don't know what their training consists of, but many of them don't know what Lowe's sells and there's never much of an effort to understand what you are looking for. I've arrived for curbside pick-up, checked-in for delivery to my car due to a torn ligament, and nobody ever brought me the order. After an hour, I ended up walking to my car with the order. Mona, the cashier, seemed not to know anything, was not in a rush to help me, and just stood around chatting while my pickup order was lost in LaLaLand. I've requested assistance retrieving bagged soil from an unopened pallet on a second shelf, and watched the folks working the dolly truck just shrug after I ask if it's possible to help me, or if I should return. I've had employees straight up not know how to enter my phone number for military discount, then hand me some cash out the register to "make up for the discount"? (I gave it back, that will cause a short register.) I've waited 20 minutes to actually get a wheelbarrow that I bought. Nobody could find the key. Better training and better employees are necessary. Next time I have to wait an hour to pick up an order and then walk around the store to get it myself, like Denzel said--I'm leavin there with somethin.
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May 2023 by Kevin A.
Horrible customer service. Was on a call for the longest trying to figure out my stove situation and they just transfer you to someone else and this goes on for the the longest until they hang up. Now when I call back they just hang up immediately.Nobody that attended the calls were helpful, everyone just says hold and sends you to the next person. Some are rude and have no patience. You're getting paid to help and answer calls not to just stall and send you to the next associate hoping they would help. This occurred on May 15 starting at 11:50 am and I'm still waiting. Frustrating especially when you know that the money you paid wasn't cheap. Disgusting Customer Service.
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May 2023 by Catherine P.
I ordered six gallons of tinted deck paint and picked it up curbside. My receipt had the color on it and both the five gallon and one gallon cans had stickers that said tinted, but someone just slapped those on and didn't bother adding the tint. I tried calling twice to talk to a manager and both times I was disconnected!
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May 2023 by Margie B.
Worst customer service, or else helpless to do anything. I bought and paid for a gas dryer on April 2. Got a message saying it would be delivered April 8. It wasn't; no explanation. Good thing, since they could not have installed it or hauled the old one away, a service I also paid for. I canceled the order but still have not gotten a refund as of May 3. Cannot get through to anyone in the department after hours on the phone. No record of my purchase in my Lowes "account," but the credit card still shows the money gone. Is there any way to reach a manager? UPDATE: finally got to talk to a manager today. They say they've refunded.
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December 2022 by Monica S.
I usually prefer Lowe's to Home Depot, so I drive farther to shop at Lowe's. Unfortunately, returns are painstakingly slow here. I've been in line almost ten minutes with no movement! Only two registers and manager has walked by twice. Now 4 more people in line.
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August 2022 by Michael K.
Another terrible experience with this store's customer service. Went to return a Kobalt-brank 80V battery that is still within its 3 year warranty period. Warranty clearly states to "simply return battery and proof of purchase to the store where purchased for credit or replacement." Nothing is simple with this store. Store wouldn't credit my account or replace battery, instead referring me to some warranty company. Once again Lowes proves that they don't stand by the Kobalt brand, so I'd advise against anyone purchasing Kobalt products.
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May 2022 by Suzanne L.
I have tried to call this store for 6 hours and am unable to reach a human. I was told yesterday that part of my delivery wasn't available and they would refund that part for me. It still hasn't been done. I was told that my delivery would be today and that last night someone would call and give me a more accurate window for delivery. No one called. Numerous calls to the store today result in endless ringing with no answer. I finally called the Pro-Desk to get a human and they were so rude they wouldn't let me speak and then placed me on endless hold. This is the poorest service I have ever experienced. They have lost my business for the future.
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April 2022 by Aden B.
Listen when I tell you 5 Service, go to the appliance section and see Mr. Brandon! From the Initial encounter it was top notch professionalism, customer service, and in depth knowledge of the products! I went in totally dum as to what I needed to get and he took his time and explain everything to me as far as my options, the quality and on top of that what was on sale at the moment. I will recommend anyone looking for any home goods to definitely go to the New Carrollton location and see Brandon asap!
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March 2022 by Pete V.
Lowe's has over-automated everything, and everyone who works there believes what their computer system tells them. When they cannot tell, is when items will be delivered. I spoke to six different people and got six different answers about what parts of my order were ready, and no one could tell me why it was delayed several times. I know there are severe supply chain issues, but orders will stay in limbo forever. Employees at this location are clearly disgusted with their jobs. It is a shame that they are not treated and paid better.
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January 2022 by Jynnah R.
I beg of you to not go to this Lowes! I ordered a whole kitchen suite from this Lowes online, it's a big order and waited almost 2 months, supply chain issues I understand. But then on the day of my delivery I don't get a call, a text or an email from anyone. I took of the day from work to stay at he and wait for it. I call the store, no answer I call corporate they call the store no answer. Corporate files a claim for me and says someone will get in touch with me, no one did. I called the next day and the day after that and the day after that. Almost a week passes of me calling corporate the store having my claim escalated. It is not until I went into the store myself and demanded manager that I got my delivery rescheduled and they had no idea that I had not gotten my stuff. I did not get an apology and felt as if i was being the 'rude' customer for being upset (please not i did not raise my voice or curse, I'm too timid for that).
