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September 2025 by J S
They get it done...good peeps at their mechanicsville store...
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March 2024 by Jocelyn L.
Received disrespect and horrible customer service from Diane! She insisted on scanning my items at self check out, but wasn't doing this with other customers who don't look like me. She didn't ask me if I needed help scanning and started grabbing items out of my cart without explanation. I told her I don't need any help and can scan my items like everyone else. Because I had several moving boxes, a tool bag and other moving items, I believe she thought I was going to steal from the store. She put some items in a bag (and didn't tell me) and items that needed to be bagged were thrown in the cart. She left the tool bag on the self check out counter and refused to put it back in the cart or in a bag. I walked out of the store leaving the bagged items because I thought she threw everything in the cart. Then, she walked to the front of the self check out area acting proud. Another customer saw the interaction and followed me to my car letting me know I left my bagged items. He apologized and said the personnel wouldn't let him bring the bag to me. I thanked him and went back in the store to get my items and when Diane saw me she ignored me and started being overly friendly with another customer. I looked around and found my bag and spoke with the manager about her behavior. I generally like shopping this Lowe's because of the proximity to my home, but I've found this location condones bad behavior. I remember Diane treating me badly in the past and didn't think anything of it. Now, it seems as if this is how she acts at work. I doubt if I'll return to this location, but if I do and Diane is working I won't complete my purchase. Actually, I'll just start going to another location or their competitor.
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June 2023 by Wayne S.
I've had mixed experiences with this location--some good and some bad. This review is about the most recent bad experience. I purchased something online to pick up at the store using Apple Pay. I tried to cancel the order very quickly after placing it. No option to do that online. I called Lowe's Corporate...no, you must go pick it up as you've ordered. So I drive the 45 minutes to Lowe's, pick up the item, and immediately note that I need to get a refund. After a long wait, they tell me they can't give me a refund. They weren't sure why, but "maybe" you need to wait 24 hours for our system to recognize this as a purchase. That's non-sense. They refused to give me a refund. I returned the next day, another long trip, again they all seem perplexed. Keep in mind I have a receipt, the order number, everything. An employee asks for my ID and says she just needs this to issue the refund and she'll take care of it. I asked why they needed an ID and just said "store policy." Next thing I know, I see her scanning my information on my full driver's license and they quickly issue me a STORE CREDIT. I do not want a store credit. Without any explanation, they refused to give me a refund. So I wrote the CEO of Lowe's about this experience and ask for an explanation. I received a phone call and email from supposedly some senior level person that tells me that because I paid with Apple Pay online, they refuse to grant any refunds. Claim they can only give store credit. I think that is lame for a store as large as Lowe's to pull this sort of game. Be warned.
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May 2023 by Catherine I.
I went to the store to purchase laminate flooring. The order was going to be around $400, I knew exactly what I needed but I needed help getting it to the front of store and out to my car. I went to flooring section and was told by multiple people that someone was on their way to help. There were plenty of employees walking around but no one willing to help me. After 15-20 min I went to front of store where an associate paged someone for help. Waited another 15 minutes before deciding to leave. I will take my business to another location.
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October 2022 by Ilham H.
Hello, my brother and I ordered kitchen cabinets a while ago. Not only did Lowe's take a full year to respond to us, but they also damaged the entirety of my brother's kitchen. We had to take all dishes outside of the house, and it has taken them more than a week in which they still have not even come close to finishing the full process. Additionally, the company continuously keeps charging him on his credit card, even though they haven't finished the work and access to the kitchen has not been restored. We are disappointed and upset at this service and would not recommend Lowe's to anyone else.
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May 2022 by Wayne H.
After having a terrible experience with online ordering/in-store pick up at another Richmond location, I was able to get exactly what I needed at this location. The customer service was also 1000 times better. Brandon actually answered the phone, and took the time to find what I was looking for. When I picked up my order, The front end crew was very attentive and organized and responsive, and Kevin (Who got my order from the back and helped me load it) was very helpful and nice. I think this is going to be my go-to Lowe's from now on. Much, much better than the *other* Lowe's I had gone to.
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June 2021 by Robert F.
I will never ever use Lowe's again. We bought a new Maytag washer and dryer at the Lowe's. They use an outside service for delivery and installation. Absolutely no communication between the store and the delivery people. The first delivery they were both damaged. The delivery people had no tools and lied about the washing machine being ok. It wasn't. We had to go back to the store and arrange for the new washer and dryer. We had to pay again for a new washer and dryer and we to receive credit when the new ones delivered and the first ones were returned. Hasn't yet happened. The second delivery couldn't install the machines on the pedestals as they were damaged and didn't contain necessary hardware. Again lack of communication. The gentlemen attached both the washer and dryer without the pedestals. We now need to order news pedestals and have them installed. We tried calling the store for explaining the situation, but customer service was either not answering or letting the phone ring forever. Next time we'll go to Home Depot or another store. To be continued!
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January 2021 by Kelly B.
Lowes offers 3 day installation for in-stock dishwashers. Bought one 1/3/20. The installation coordinator simply gave my number to a contractor & considered it done. The contractor called me & said, "I could do it 1/25/20". Called Lowes back, explained I was working from home this week so I prefer the 3 day installation as promised. She said, "Do you want to cancel it?" No, I repeated, schedule the installation in three days as promised. She said, "hold on while I try calling some more". I asked her to call me back as I am teaching class online. "No, stay on the line". After a few minutes she came back and said, "no one answered" and seemed to wait for further instruction. "Can you leave messages, schedule this, and call me back?" I asked. "I can TRY to call you back", she said. Seemingly the next contractor in line said 1/13/20. Again, the coordinator considered the matter closed and left this information with my husband. I do not have time to play installation coordinator. This dishwasher is the same price at Home Depot and I am going to see if they would like the business more than Lowes. Pitiful service.
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November 2020 by Shannon V.
We have always had great service when we have visited the store, but the online order support has been terrible. My husband has checked on the status of an order that was shipped from another store several times. Customer service has hung up on him several times while he was on hold. They finally told him they would call him back. It has been over 24 hours since they said they would call back for the second time. Not sure what to do since customer service is supposed to help with addressing customer issues!
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October 2020 by Tessa T.
I have filed a complaint with the BBB and I have contacted a lawyer for small claims court. Lowes refuses to refund me for an order they canceled. I had an order that was canceled by Lowes a week after the order. It's been 34 days and 9 hrs with customer service and a refusal to refund. I bought tables with a plastic gift card online on September 3rd. I threw the card out after a few days because it was used up. On the 8th Lowes canceled my order and claimed they sent a gift card to refund me. The order never received tracking information. So I called. Many times I was told it takes a long time to get tracking information but on around the forth call I was told they contacted UPS and lost the card. So they sent out a new card. When days passed without an email confirmation I called back. A replacement card was not sent out. Again I was "misinformed." So they seemingly marked the card as lost and said I would get a call from customer service the following day as they needed a supervisor. Five days passed and there was no call. So I called again. I was refused access to a supervisor. I asked if I could receive a virtual gift card which I had asked several times before. I had been told a supervisor could approve that. The supervisor refused. I could not speak directly with a supervisor. At this point I would like to go to small claims court on the simple principle that I have had my money stolen from me. Additionally it is a hassle having to call Lowes time and time again only to be told I've been misinformed.
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June 2020 by Stephen G.
Ordered for pickup but when I arrived to pickup my items no one answered the phone. I tried calling 10 times and no one picked up the phone.. I called several other departments but none answered. I didn't see employees in the parking lot to flag down either. I still can't get anyone on the phone for a refund. If your concerned about going there you should be, well over half the customers I saw going in and out were not wearing masks.
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May 2020 by Carl D.
This Lowes is the most horrible store I've ever been to, noone ever picks up any phones, they give the wrong information, they transfer you to a department that you just said you have been trying to call all day with no luck. These are the laziest Fing people I have ever seen.
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March 2020 by Rosa Florez
Super cool!!!
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March 2020 by Trisha E.
My advice? Skip the customer service manager drama and Go to Home Depot, it's right around the corner and they will offer you a better customer service. I don't know if the customer service Lead (short girl with dark hair) was having an off day or if she treats every guest exchange like this but I'm actually just disappointed. I go to self checkout to ring up my items (unaware that some products temporary have a quantity limit- which is posted by the items they're not meant to be selling large quantities of.) I was trying to purchase 40 empty spray bottles. They had a large supply of these and they didn't have a sign by them stating the quantity limit. I had no clue when I got to self checkout. I proceeded to ring myself up but the lady stops and rings me up because I have a large quantity. She rings me up and tells me the cost: I go to pay... and the customer service lead sort of 'goes off' about how we have a limit and that they will not be selling me more then 10. I told her I understood but that I was already rang up and there was no sign by this product. She shrugged and told me that it wasn't her problem and wondered off to help another cashier. I asked my self check out guide that I don't understand why it wasn't by the product and what the big deal was seeing as there was zero product in an EMPTY bottle. Nothing is in these bottles. I called Home Depot and they answered right a way and said 'we can sell you those bottles no problem I'll even have them ready for you when you get here...' needless to say: I gave all the product back to the check out host and apologized because I would be going elsewhere with my money. I will now be more conscientious of my spending at Lowes not due to the limits which is understandable but due to the poor customer service and lack of kindness.
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December 2019 by Devin H.
Please put speed bumps in your parking lot where people cut through. They speed and it's not safe. Go here weekly. Nice store.
