Lowe's ProServices

Most Recent Comments

• January 2024 by Gw D.
  I was in the process of switching much of my purchases to Lowe's and opened a Pro account recently for my business. My very first order for kitchen appliances($8,500) was delivered to my clients property on Dec 29, 2023. I front loaded this delivery to buy from stock although the project does not begin until mid Feb. On Jan 4, I received emails from Home Depot and Lowe's of reductions on several items that I purchased. After 20 minutes on the phone with a pleasant representative who confirmed the price reductions, her manager would not approve credit for me. It has been 6 days since delivery and all are still in original boxes. This is the worst price matching policy that I have experienced in 45 years of business. I will no longer bring any business to Lowe's due to their short sighted, poor business decision. There is no shortage of competition these days. My strongest recommendation is to shop anywhere other than Lowe's for your appliances.
• December 2023 by Brian M.
  Terrible delivery service. I was told for 3 different days my order was being delivered on that day. Of course no one showed up. Someone had to be home to sign for the item so we wasted almost 3 full days waiting. I called the store to speak to a manager to see what they could do. When I called an associate said I had to tell her first why I needed a manager before speaking to one. Then after I told her she said managers do not take phone calls. So, on the 3rd day my item was supposed to be delivered between 8-12. After this time came and went with no delivery I called the store to speak to Chris the person in charge of deliveries. The delivery department would not answer the phone . After trying to reach someone for over an hour I finally spoke to the manager on duty. He fed me nothing but lies on why my delivery wasn't there yet. The reason I know he was telling me lies was because once my item FINALLY arrived I asked the driver and he said the manager was telling you lies. Go to Home Depot instead of Lowes in Sterling. Terrible customer service.
• December 2023 by Sue M.
  Can't even begin to express my disappointment with Lowe's customer service, design, delivery & installation services. If you contract a home project, after you've paid, you will never get anyone on the phone... not cabinetry, not flooring, not customer service. Hard to call any of these services professional. Six months (hours and hours of phone calls & emails) and after one weeks-long attempt to remediate the initial install...the seams on our kitchen floor are still incongruous & uneven. I could write a literal book on what we've been through with Sterling Lowe's and their subcontracted installers. For our sanity and peace of mind we are trying to put it behind us. Go somewhere else for your home makeover. ***Follow-up 14 months after project "breaking ground". Complete. Still many more delays after last review, mostly because reorders also incorrect and communication with Lowe's flooring and cabinetry personnel, very difficult over the phone. (Lowe's basically does not answer their phones, and seem to be severely understaffed from a customer service perspective). From our initial order last October, I believe I've planned & scheduled over three dozen deliveries of parts and replacement parts and supplies and replacement parts -- not including the times they told me I had to come in and pick things up on my own . Oh, and the trucks never show when they are supposed to, and don't unload inside when I paid for it and drivers were sometimes really unpleasant --but so many scheduled days of deliveries because as mentioned above, styles and patterns were mixed and wrong, even within the same order. It's hard for me to leave a comprehensive review of the experience I've had over the last two years with Lowe's, it makes me sound & feel crazy every time!I guess in the end, I am happy with my kitchen and bath, and the cabinet installation was way less painful than the flooring - owing to a complete lack of expertise and professionalism among the flooring installers (Service Pros). (From the communication, to the complete lack of disregard for my house, and the bathroom, they used --clogging the sink with plaster and leaving piss all over the toilet). Having these crews in my house for weeks on end, and well past the estimated time to completion was a bit of a nightmare...The quality of the material seems good enough, but in order for it to look good, Lowe's has to hire and retain skilled work. Their contracted work teams came from all over and out of state resulting in the first two tile installations being horrendous. Their centralized "project management" office was very polite, but largely inefficient, and sometimes ineffective. I spent hours & hours holding on the phone for them to coordinate, not to mention updating them with my project progress, which amazingly they didn't often have.After 2 very poor kitchen floor tile installations & elevating my project management calls through various levels of supervisory, and finally mentioning small business court, the Lowe's district manager and service foreman were in my house the next week. So they finally sent their "best" guy. And he was way better, the 3rd go at a tile floor resulted in a mostly even and level surface!If you've made it this far in my reviews, then I would obviously recommend that you run fast in another direction for your kitchen and bathroom remodel, unless you have a LOT of time and patience, and/or may be interested in working on your general contractor skills.
• November 2023 by a p.
  Ben in home decor was AMAZING! He truly knows his blinds! Had misinformation and missing information from another Lowe's store. He took the time to explain all the options based on our requirements and changing of minds. Not only did he know details, but he also knows how to communicate the details so that the average person can understand them. Thank you Ben!!!
• November 2023 by Nathan L.
  I wish I could give 0 stars. Carpet purchase and installation was a complete nightmare. So difficult to get someone to help us purchase. After we were able to fight to buy from them, we went through multiple rounds of Lowe's ordering the incorrect carpet and trying to install. 2 months later the service pros they use keep telling us a certain time, only to not show up at that time. We'll see if they ever do! Never buy carpet or anything that needs to be installed from Lowe's. Go anywhere else.
• May 2023 by Justin P.
  The service here is absolutely terrible. I came in to purchase a new washer dryer. I had to wait over 20 mins to get someone in the appliance department to help me, and that was after asking MULTIPLE people if there was anyone that could help. Total lack of attention. The installers incorrectly installed the dryer, they didn't connect the exhaust correctly, causing the dryer to cut off after only 5 mins and more importantly this could cause a fire. I called their store multiple times without getting a hold of anyone...so I had to come back into the store to report the problem and have them come back and install it correctly. I asked that the installer come in the afternoon on the day of service. They couldn't get that right, and they scheduled it for the morning. Their message said to call them back if I needed to reschedule. I called that number, was placed on hold for 20 mins and then was hung up on. Called them back, complained that I was hung up on after a 20 mins hold, their customer service rep, who argued with me because she couldn't understand that I'm not calling for an install, but rather for service on an existing install. I asked the rep to please not put me on hold, all I want to do is have the repair person come at the original requested time. She said she wouldn't put me on hold and that she would stay on the line, but once again put me on hold for ANOTHER 20 mins and running. I am still on hold while writing this review. If I could boycott Lowe's I would. It's frustrating their lack of customer service, their lack of professionalism, lack of understanding of their own products is mind boggling. It almost seems like they are trying to have zero concern for their own customers. I will never come back.UPDATE:The second call I made, where the customer service rep said, "I won't put you on hold, I'll stay on the phone with you." And then put me on hold anyways...well I was stubborn and stayed on hold for 58 mins, no joke. Between the two calls I made I was on hold for a total of an hour and 17 mins. I was disconnected because my phone died. At this point it feels purposeful. I honestly can't believe it, and I promise to boycott Lowe's for all time.
• May 2023 by Paige S.
  I experienced great service all around. Apologies I don't have everyone's names. I was looking to buy two kitchen cabinets. The first Lowe's person had a bright and kind attitude. He was upfront that wasn't his expertise but gave me the person to contact. Next, I found what I wanted but the cabinets were on the top shelf. It would involve a forklift. Two gentlemen came to my assistance. The first said he was new. Wow! Really? He was awesome. Great people skills. The young man on the forklift had the perfect calm, quiet demeanor that put me at ease. Little did he know of my perfectionism! I took the first two he brought down! The icing on the cake was Robert! He helped me load the cabinets into my Uhaul van. Seriously, Lowe's, you have a treasure on your hands. Robert, thank you for taking the time to treat me like a human being. The world needs more people just like you. Kudos Lowe's! I'll be back!
• April 2023 by Alper Sakarya
  Keeps marking orders ready when they are not even picked up. Items show in stock the minute you need it, they have to get the forklift guy to bring it down and there is no spot for it. Came here to avoid busy home depot but its the same sht… Leesburg one is much nicer.
• April 2023 by KL N
  I bought my Whirlpool washer here, the model WT5057LW0 and ser CB4701609 on March 12th 2023. The cashier Sead didn’t let me know there is 48hr for return. Until March 21st, I heard the machine made a big noise, so I went back Lowe’s to exchange another one. The manager and supervisor Juan told me to call the Whirlpool and didn’t let me return washer. They are tricky to the customer for not letting me know that before they sold it to me. Never ever come here to buy the washing machine because their customer service is awful!
• April 2023 by Patricia M.
  Horrible customer service. I purchased 4 perennial plants online in September 2022. They were recommended for fall planting and arrived in October. I followed all the instructions for planting. Winter came and went, Spring arrived, and the plants are dried up and dead. I went to my local Lowes in Sterling, VA to get a refund (I had pictures to show them of the dead plants in the ground). They told me that I needed to dig them up and bring them in for a refund. I did so the next day. The CS rep at the desk proceeded to tell me that I had passed the 90-day refund policy but that I could get store credit. Well, I really didn't want that so I asked to speak to a manager. She phoned the manager and spoke with him, hung up and told me that I could only get store credit. I relented and said ok, give me the store credit. She proceeded to process the transaction but then the register/computer informed her that no store credit could be given either. I asked her to call the manager again. The manager confirmed that the "register/computer" was right. So now, I am out $100.First, shame on the manager for not coming to speak with me directly. WTF.Second, it clearly states on the Lowes website I ordered from that all trees/shrubs/perennials have a ONE YEAR WARRANTY.Third, Why don't the employees know their own refund policy?Fourth, the CS Rep wore a mask and mumbled the whole time. The pandemic is over and masks DON'T work. Sheesh.My family and I will never venture over to Lowe's again. We'll happily go to HOME DEPOT. They know how to treat their customers.
• April 2023 by Gary M.
  Worse store ever. Completely turned me off from Loews. Read online that Scott's seed was on sale and in stock. Came to the store and suddenly it was $20 more. Asked to speak to the manager and matias told me to get one my myself. Because I asked for him to call the manager, he told me he was going to serve everybody else in the line and then pick up the phone to call. Went in to get the manager and Matilda, a supervisor, proceeded to tell me its an online price and I needed to order it first and then come and get it. Then when I point out that it was a sale price and not an online price she tells me that even though it is the same item it has a different number. She agreed it is the same item. I asked her if that made sense and she said yes. At that point I left. There is another big chain two blocks away to continue to waste my time. But that will be the last time Lowe's ever sees me.
• March 2023 by David R.
  We visited and contracted Lowes to renovate our kitchen. This visit and contract was set up in July 2021 at the Sterling Virginia Lowes. This contract included replacement cabinets, Countertops, sink, dishwasher, and touch faucet. It also included new cabinets in our half bath.A Representative came to our house and got the measurements for the cabinets and countertops. We paid for the renovation and work was to commence in November 2021 once the new cabinets were fabricated and the new countertop was fabricated.The materials (Cabinets) were delivered in late October 2021. As we inspected the containers with the delivery team, we noticed a couple of broken cabinets and cracked doors. The items were noted and replacements ordered. The replacements arrived two weeks later.The Sub-Contracted Team arrived for install in mid November and started the demo and began installing the cabinets. During the installation of the cabinets, we noticed that they were being installed off center and not as drawn out in the blueprint. Some of the cabinets were installed incorrectly, not aligned correctly and the handles were not straight. Some drawers were not installed correctly. They were supposed to come back and correct it but did not.I contacted Lowes Installation Team multiple time asking them to assist. The Countertop Sub Contracted company installed the sink and it was way off center from the cabinets. They had to cut into the cabinets framework to even install it. The Countertop was not level. The Backsplash was not even and level. Once we finally got Lowes to get the cabinet folks back out to correct the cabinets (December 2021), we were informed that the initial company no longer works with Lowes. A new company came out in January 2022 and corrected the layout as best they could. Sink is still off by a couple of inches and we still need one drawer installed and one shelf installed.The Countertop folks came out (January 2022) and took pictures and departed saying that they had to coordinate with Lowes for correcting the install. I followed up with Lowes (January 2022) and was subsequently told that the Countertop company was no longer working with Lowes. We have been contacting Lowes Installation Team almost every two weeks by phone and email. We never get any follow up phone calls or emails. The only time we hear from Lowes is when we call them. We have never heard from the original store we made the purchase from ever. even though we have called and no return calls.It is now March 2023 and we still do not have the installation completed.We need help with getting this done and advise on what to do.I strongly do not recommend LOWES for any installation at all. Just do not do it.
• December 2022 by Bob D.
  Lowe's has really gone downhill. I had installs done a few years ago and they were good. Not now. Lowe's has turned to low-end products and the lowest possible quality installers - all at extremely high prices. We got quote for water heater install that was twice what we got from Home Depot. Installer was going to charge $5000-6000 to install a water heater. I called Lowe's Installation Services and was told, rather abruptly, that these were the only installers they have and have no control over the installer's pricing. I stated that the installer is making Lowe's look pretty bad and degrading their brand. The answer was they really had no concern or interest and would do nothing. Run, don't walk, away from Lowe's before you get ripped off. You can get much higher quality products and installations almost anywhere else.
• November 2022 by Rai R.
  Started to visit Lowe's not just Home depot and while both have many of the same things, they have theit own brands such as fans. I do find more staff at Home Depot to help out. But then at Lowe's there are always staff to help bring out heavy items to your vehicle. Went Black Friday to look for fans but no help so just bought on Amazon. That's not good for box stores like Lowe's.
• September 2022 by Mike M.
  I'm no longer a Lowes customer after their most recent screw up. I bought a new refrigerator with warranty plan in the store on September 2. (for $2,455.21) We arranged for a delivery to our home on September 20th, which was the soonest they could deliver it. (To be in town to receive it my wife and I had to cut our 37 wedding anniversary celebration trip short so we could be home.) I spent a good part of the evening of the 19th cleaning out the old frig to get it ready for the delivery crew to take it away when they delivered the new one, the following day, and moved all the food into one of three coolers or the small drink refrigerator in the garage.When I ordered the replacement refrigerator, we set up a time of 8AM-noon for it to be delivered. When I hadn't received any confirmation or time estimate when the new one would be delivered by the evening of September 19th, I called the store to make sure everything was on track. The person I talked to said the delivery time frame had been rescheduled to 10am to 2PM. While not ideal, it wasn't a total disappointment. So, I sat in the house all day long waiting. When no one had showed by 2:40, I called the store to find out what was happening. Then they told me I had been scheduled for delivery on the 26th between 8AM and 4PM, and apparently someone in the appliance area was supposed to call me a week or so earlier - but never did.To say I was disappointed doesn't come close to expressing my anger. Not only did they miss the original day and time of the delivery, but when challenged on it, they just gave me a later time. THEN they told me it wouldn't be here for another week when they missed that delivery time!And when I tried calling their order department to find out what happened and to request a refund, I was told they were only going to refund me the cost of the refrigerator and not the warranty I purchased with it. I spent 25 minutes on the phone being bounced from person to person to resolve that issue.I've always preferred Lowes to their competitors, partially because of the veterans discount. But no longer.