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February 2024 by Sylvie T.
Horrible customer service. The kid at customer service had more interest in talking to his coworkers than actually helping a customer. He finally begrudgingly talked to me and half assed attempted to get someone to the isle to help me. I noticed all the other customer service people announced over a loud speaker to go to the isle to help a customer. He did not bother with doing that. Of course no one showed up. I informed him I would be going to my local hardware store since they are actually helpful. He could have cared less!
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January 2024 by Tulsa H.
Beware: Lowe's delivery of refrigerator will not install the refrigerator for you if your building has copper pipe--this is different from Home Depot, who does not have such absurd policy. You wouldn't know what type of pipe you have anyway, until the moment of installation when the delivery just say, sorry can't do--not their problem. They suggested us hiring a plumber to replace our building copper pipe to a different pipe then they can come back to install the fridge for us months or so later (and after additional hassles). Who would do that? We just have our contractor friend install for us and have Lowe's delivery come back to haul away the old fridge. Lowe's should be more clear about their absurd policy. Not many people would know especially when Home Depot does the same job just fine.
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December 2023 by A H.
Safety warning to women, elderly and others. I just got a dryer installed by Lowe's third party delivery and service company XPO. They were rude and frighteningly angry when I kindly asked them to complete the job by putting the dryer in the proper location. The anger and misogyny from the XPO crew was horrifying. They stormed out and slammed my door. They scared me. Lowe's chooses this group so I will never order from Lowe's again as I was frightened for my safety. I left a complaint with customer service. I am still shaking! Please be safe and don't have anything delivered from Lowe's.
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December 2023 by Andre C.
The online order, delivery process, and customer service follow-up were abysmal. I ordered the equipment late November, it was delivered early December, but the delivery driver and accompanying person was not able to haul away the old oven/stove because it was not disconnected. So, they left 2 stoves at the property. I was confused because I thought that was already part of the process (why make it harder on the customer?). I wouldn't have ordered haul-away service if they said "we will not be able to haul away if it is not disconnected by you" but they did not say that. So I was surprised when they arrived and did not take the stove. I explicitly ordered a haul-away and paid extra for it, yet the stove is still there. I have not received a refund, and no one reached out to me to offer one. On the order form, there was only 1 check box, and that was for haul-away service, not for special fee/service for disconnection/connection service, and that was not disclosed there. If I was told early on I would have been afforded the opportunity to make preparations with my plumber. When I called the delivery driver back from missed call, he did not speak English, and the person with him did not translate well. When I spoke to the tenant in the property who is Spanish-speaking, I asked her did he say why he did not take the other stove away, she said he said "he did not know how to do it." Because I could not resolve the issue with the Spanish-speaking driver, I called the management line to get resolution, but had a long wait time, so did the call back. Eventually got the call back but the service representative was not helpful and she said she could only open a Case Number and have them get back to me in 24 hours. They did not call back in 24 hours, they did not call back in 48 hours. I had to call them back and remind them about the open case. There was not real apology for not calling me back. Then they only offered to update the website so maybe have a pop up on the screen when I made the order so customers in the future know they have to sign up for disconnection/connection service. They offered for me to get leads or quotes for the install through their providers but at that point I was already upset and want to do nothing else with them. Now I have to pay $325 for my own plumber to install the stove. At a minimum they should be cover any cost I have associated with this. This was terrible service and not work it.
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November 2023 by Christy H.
do NOT risk purchasing large items from this store- in fear of the damage they can create while delivering and then doing NOTHING to fix it. I had a fridge delivered Nov 10th(not to mention the 2nd one bc the first was damaged). well when they delivered the guy took my door completely off the hinges (not the hinge pins) he then put the door back on- he said he knew how(I took his word for it). well it is now Nov 28th and I've been dealing with a nightmare situation with Lowe's. when he put my door back on he didn't do it correctly. my door is missing screws in the hinge, my dead bolt doesn't work, cold air is seeping in my house, and the door sticks because of how wrong they put it back on. I called Lowe's immediately. what have they done since then you ask, nothing!! it took me 12 calls to finally get a hold of someone 2 weeks later. Then when i finally demanded to talk to someone else they told me I needed to find someone to fix my door and they will reimburse. Well I have struggled to find someone to come out and fix my door. Lowe's is a home improvement store- THEY broke my door and now are making ME figure out how to get it fixed. this process has been absolutely infuriating. The company does not care about any home damage they create. I would not recommend this store or company to my worst enemy. They give you the same scripted lines and do NOTHING to rectify the damage THEY caused. I had just paid to have that new door put in 6 months ago- they damaged it and have done NOTHING to fix what they broke.
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November 2023 by Peter F
Bought a few rods and metal supports for a project. a couple of months later to as I try to return one rod and two supports, the person refused to take my return because I didn't have a receipt.I pointed out their return policy printed in large letters on a poster just behind him, which stated they accept items without receipt (store credit etc). He became fairly agitated that each store has its own policy etc. Made me lug the 6ft rod back home.Good-bye Lowe's you just lost a longtime customer. There are plenty other places to spend my home improvement money at.
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November 2023 by Emily Gill
DO NOT order appliances from this location. I have had a nightmare experience. I tried to order a dishwasher with delivery and install online. When I couldn't do it online, it took 3 phone calls with 3 different answers to explain that in my state, a plumber with a permit has to do the installation. And you have to go in person to order that service contract with the plumber. It took someone in the store an hour and a half to re-order the dishwasher and service contract. I was told at least 10 times that the dishwasher would be delivered to the Woburn Lowe's location, and the plumber would pick it up, and deliver and install to my house. Now, today, the dishwasher was dropped off at my house by a normal delivery person who cannot install it! And I did not have time to disconnect my old one, so that is still at my house as well! And, I paid more than the cost of the dishwasher in install, haul away, and delivery costs! And I currently have 2 not working dishwashers! The amount of time and frustration this has costs me is awful. This should have been an easy order and delivery. I suggest trying a different Lowe's location or another store altogether.
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November 2023 by Green Mountain
This place is a disaster. One hour waiting for help at the glass machine. Associates don’t even talk with me. I see associates talking between them. No help at all..
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November 2023 by Andrea Mendoza
Great selection and friendly staff. Always greet you kindly and help. One employee saw my blank stares towards a wall of product and went out of their way to check in and give me their recommendation.
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September 2023 by Steven F.
This location does not carry propane even though the online site shows items in stock. Employees were helpful though.
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September 2023 by Jordan Lieberman
The customer service at this Lowe’s is absolutely awful. The staff make no effort to help with even the simplest tasks. We went in to pay an online invoice which we were told should be easy. The customer service desk told me “I don’t know what that is, or how to do it, and I have no idea who can help you”. We were considering spending ~$15,000 on a Lowe’s kitchen but this abysmal service is going to force to go elsewhere.
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September 2023 by Jimmy Zhang
I ordered a small item online on tax free weekend. I was a bit puzzled why tax is still being applied. Had trouble dropping them a message asking about tax. I eventually picked up the item from the store and asked about the tax. The clerk looked at the screen and responded: “there is no state tax, but Lowe is charging the tax”. I asked him to please explain and if Lowe is pocketing the tax… We waited a few minutes for a supervisor and he couldn’t explain Lowe tax. He left to get someone else. I waited a few more minutes and decided the small tax I paid is worth the story that I can share. I left wondering where does the sales tax goes in this case…8/22: problem resolved without calling. Adding 1 star. Not being able to find ways to communicate the problem was an issue. So leaving at 4 stars.
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September 2023 by Constantin Iordachescu
12 years contractor here. This review is not just for today’s experience it’s for a accumulation of bad customer service with this store in particular. I asked if they could price match Home Depot and instead of a simple yes or no answer(several minutes of cashier going back and forth with management) I was told that if HD has a better price why don’t I just go there, which I am. Brian, run your department better. See you never Lowes!
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September 2023 by John Welsh
Returning various purchases that weren't needed this morning various items weren't found on our four cards or on receipts. Two employees at the service desk came up with two different dollar amounts that varied by over 100 dollars. Donna was extremely helpful as your system booted her out four times. The manager Kong showed up and came out with a different dollar amount. When inquired about store credit as the huge sign in back of him offered customers, he said it had been changed and no longer available. When I asked for a written copy of the policy which that huge sign said I was able to obtain at the service desk Kong told me he didn't have one. Poor customer service to not go by your store policy sign.
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September 2023 by Will Campbell
Trying to buy wire and breakers, I need employee to unlock cage. Press help button to summon employee. Wait a minute. No one comes, press button again continue waiting. 5 minutes pass. I go and find an employee, ask if they can help me get my wire and breakers. They instead use the PA to summon someone to help. No one comes, find another employee and he tellsme any employee can open the cage and he's busy. 15 minutes in stote no help. I'll never come back to this store.
