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March 2024 by B-Slice
Do not buy windows here. No matter how attractive the price. The in home sales rep didn’t know what Pella actually sold - we determined much later. When the store placed the order it had to be changed because Pella didn’t actually make what we were sold. No one at the store thought to ask us if the switch was ok and some of the windows would be a different style. Someone at install partners noticed this, told us, and we called and called to get some confirmation if the job could still go forward. We called with vigor the week before and everyone said it would be ok. Finally the first of 3 install days arrived and it was discovered the windows weren’t all the same style. The install crew didn’t have any scaffolding despite our three story house. No window wrap was provided, even though it states RIGHT ON the window to use wrap. I had to go buy some myself. Then the job is suspended because install partners suddenly determined they couldn’t install the windows after saying the week before they could. Wrong measurements, wrong order, no quality control, insufficient caulk, no hardware (sliders can’t be locked), no call back from the store manager, no idea when or how this will be rectified. Did I forget something? Probably. It’s amazing how you can see the train coming, ask questions, and it still becomes a mess……And before anyone thinks this is over, we were on the phone with Lowe’s for 2 hours the day after this mess. The person seemed to genuinely want to help and said there would be follow up in two days (Friday). By 3 pm no one had called so I did. A new person didn’t know where the old person was, started reading the notes, and realized NOTHING had come of our previous 2 hour call. Let me review - our house had two sliders that can’t be locked and five holes that water could now get in. Their initial suggestion was for me to cover the now exposed aspects of our house with a tarp. Including the 2nd story windows! So another hour later and the new person put in a work order to fix these near term issues, nothing to correct the larger problem with the rest of the window order.So 3 hours down on the phone. It’s as if Lowe’s has never had an issue with a window install before - never needed contingencies, extra material, anything. I am stunned they can make any money here and stay in business3/26/2024If one can believe it, things have only gotten worse. After getting multiple calls from the installation support team reassuring me that parts were ordered/received over the winter, last week i was assured that the windows would be installed this week. But no, no one showed up. I called IST and they confirmed that the install partners team went to the store and found the wrong trim, AGAIN. I can’t emphasize enough how epically bad this is. Another mistake, no call, no estimate of when its will be fixed, nothing. If one could define the opposite of customer service, this would be it.And note: the response previously given in google, to call an 800 number, redirects me to IST who I already talked with. So please don’t tell me to talk to them again. It’s futile.
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March 2024 by _ Bruno W
Ordered flashing for same day pickup last Thursday ("200+ in stock"). No update till Monday, the website says "delayed, we're working on it." Called the store, on hold for over 20 minutes, until someone picked up. They were looking into and sounded nice but when they tried to change to a different computer I got hung up on. Called the 800 number before that, on hold even longer, not a word except a recording (though it was getting close to 5pm when they close the CS line?).
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March 2024 by Dane Martel
Sorry to say that the reviews about this place are mostly true. Not the best experience I've had at a Loews. This one really needs help. The staff are not helpful and all seem lost. Manager was mia no one could help me. Everytime I go people seem lost .
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March 2024 by Benjamin Jaffe
Poorly managed, understocked, understaffed, never order for delivery you will never see your order
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March 2024 by Roger Pacheco
This would be a 1-star review if it wasn't for the free air machine outside, which comes in handy. The customer service is pretty atrocious. Any time I need a specialty service done (chains cut to length, keys made when the self-serve machine is out of order), it becomes an hour long ordeal because they have to repeatedly page someone to come help and help never seems to arrive in less than 40 minutes.
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January 2024 by Jeff Jansen
Their is no expertise any where in the store. No help. But a lot of associates walking around ,chatting with other associates. Had to go ask for help twice in electrical. Not the first or fifth time this happened in all departments. Your management style is real lax .jf
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December 2023 by Michelle Koller
I would like to give a shout out to Dominick. He found an envelope of money on the floor that fell out of husband’s back pocket. We noticed after we left the area and back tracked our steps. He saw us looking around in a panic and asked if we lost something. I told him we lost an envelope and he asked if it had writing on it. I told him I didn’t know if it did but it did have money in it. He pulled out the envelope and said he was just talking with his manager about how to handle the situation. It is rare anymore that people are honest. This young man did the right thing. His parents raised him well. Come to find out that we know the family. I hope Lowes rewards him for his honesty and hires more employees like him.
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December 2023 by Daniel Trujillo
I recently witnessed a disheartening incident at a local store where a manager treated an employee very poorly. Despite the employee's commendable effort to assist customers, the manager publicly scolded them for deviating from assigned tasks. The manager's harsh tone and public humiliation were not only unprofessional but also created an uncomfortable atmosphere for both employees and customers alike. Such behavior undermines team morale and fails to prioritize the customer service experience. I can’t respect an establishment that treats employees in such ways.
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December 2023 by Drew Martinez
My recent visit to Lowe's Home Improvement This individual's behavior was shockingly rude and unfriendly, creating an atmosphere that was far from the positive customer experience one would expect.The use of offensive language and a general lack of courtesy from an employee is unacceptable. Lowe's should prioritize reevaluating customer service standards and providing necessary training to ensure a more respectful and welcoming environment for customers. Instances like these can significantly impact the reputation of the company and should be promptly addressed. I would appreciate hearing the general manager response to this kinda of supervisor or manager whom I spoke to and how this will change in the future.
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December 2023 by Marlayna Glynn
Came here to leave a review and am shocked to see my very issue mentioned MULTIPLE times already. Management: instead of constantly apologizing, why don't you do something about your employees?We ordered online and had several thousands of dollars worth of kitchen appliances delivered from the Espanola store.1. delivery date was changed, caller was rude.2. delivery drivers showed up TWO HOURS before the scheduled beginning window of time. Naturally, we weren't ready. Hadn't unloaded fridge (or we'd lose food) or pulled out the microwave or range. We thought we had 2-4 more hours!3. driver's only choice was to leave a large fridge, range and microwave in our living room and couldn't haul away the other items.4. when we unboxed the microwave, that's when the fun began: it was smashed all to h*ll.5. called the store. between waiting on hold, being accidentally hung upon and being switched around, finally reached someone after an hour.6. "Clerk" can't really help me, tells me to go back on hold for Manager on Duty.7. Manager on Duty, Camille, was so rude I can't believe she has a job at all, let alone one dealing with the public. I was the wronged customer, yet she was demeaning, dismissive and talked to me like I was the idiot. She forgot to hit the "hold" button and I was treated to a screaming match about me between Clerk and Camille.8. I asked to speak to someone higher in management, Came said no.9. Turns out they can't pick up these large appliances for another week as the driver can't take items that aren't disconnected, and he is allowed to show up early and leave us holding the items?10. Won't deliver a replacement microwave and take the smashed one away at the same time. Nope. Have to have everything picked up... and then delivered at a later time. Why couldn't their driver make sure what they were delivering was of good quality in the first place?11. Camille refused to give her last name. Even after I asked three times.12. A note to management: your staff is incompetent. Camille should not be managing anything other than an unemployment check. After years of business with Lowe's, I will never spend another penny at this company again. You can thank Camille with no last name for that.Management: do you just cut and paste the same response to every single complaint? I took the time to call that number immediately yesterday. I got a $25 gift certificate for my trouble even though we had to drive all the way back to Española ourselves and pick up the item that Camille said they did not have in stock. You don’t need any more information from me. You have everything you need in this complaint. Now do something about it, or close the store everybody hates and no one wants to work in.
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November 2023 by Blain McCulloch
We ordered a white electric fireplace and paid upfront for assembly and delivery. This was on the 4th of October. We were told it would be delivered on Oct. 15. It was not and we were told it was " on it's way to the store" and would then be delivered on Oct. 22. It was not! Two more times the same thing happened. Finally we received a notification yesterday that it would be delivered between 4:30 - 8:30pm. IT WAS NOT!!This morning we called the corporate office and they had it traced. IT WAS SITTING IN RECEIVING since October 10th.The woman at corporate called the store and spoke with manager " Stephanie who said she would call us within an hour to make good. SHE NEVER CALLED.Horrible customer service..
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November 2023 by Rae Smith
Never. Ever. Make an order through this Lowes and expect them to treat you like a person. Worst customer service I have ever experienced. Truly 0 stars. I should have listened to what my neighbors told me, but I liked the "convenience" of being able to order everything online and review my order to make sure everything was correct at a cheaper price point. Like so many others, I made an order for delivery - they changed my delivery date a couple times. And then day of my confirmed delivery... 3 o'clock rolled around and I still hadn't heard anything from them. When I called they redirected me multiple times. Hung up on me twice (while I was still in the "nice and patient" stage of conversation). And when I actually got to talk to someone to ask about my delivery (not once got to talk to the actual delivery department) they said it wouldn't be delivered that day - and they didn't know when it would be. "Maybe Tuesday or Thursday" is what they said when I pushed. So I canceled my order, and went through the local hardware store. I would probably still be waiting to this day otherwise. This all put me back 2 weeks on a build that was critical to get finished during a certain period of time. This store has a monopoly on cheap building supplies in this part of New Mexico, and they know it. I have never left a review for anything before. I usually don't care enough to do it. But this bothered me so much that I feel like I need to warn others. Never shop through them. They are shamelessly unprofessional and you will be treated like garbage.
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October 2023 by Katie Joshi
Lowe’s customer service leaves much to be desired. I was unable (through multiple tries) to get a hold of someone who could answer my questions concerning delivery of a dryer that I ordered. They changed my delivery date without much notice the first time, and the second time I was unable to get any confirmation or speak to anyone who could confirm the date and time. I was transferred to various departments over the phone and also went in person to the store to confirm and they were still unable to help. They blamed it on a 3rd party contractor who delivers for them. I would have thought Lowe’s as an established business could do much better.
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October 2023 by Liad Gross
Would leave 0 STARS if I could. Waiting for my fridge to get delivered after getting a phone message but no one showed and when I call, they don't pick up the phone. No, sorry, they do pick it up but then put you on hold for a few minutes and then you can hear them pick the phone up and just hang up.Get your customer service right!!!NEVER COMING BACK!
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September 2023 by 4274 Derek
I asked an associate for help and after 25 minutes nobody came. I walked to the nearest front desk (appliance department) the employee seen me then disappeared. I then notice him ignoring me while walking aimlessly around the appliance department another 20 minutes go by and I walked to the front asking for a manager but after about 10-15 minutes I had to leave because I didn’t have time anymore so I was never able to talk to the manager. The trip was a waste of my time. Be aware that you may wait around an hour before someone actually helps you out.
