Lowe's Home Improvement Customer Service

Lowe's Home Improvement Positive Reviews

Great employee’sI would like to take the time to think all the employees at Siloam Springs Lowe’s 3499 Highway 412 just a small short story on the service that I received from the employees at this Lowe’s last year. I went in to look at Christmas decorations found a Christmas tree on display that I liked ….found a employee to help me with this item( the gentlemen helped me look for the item……told me they must be out then he went above and beyond to ask someone in their department with a little more authority if they could sell me the display and yes,” it happened!! I walked out of the store one happy customer.!(Great customer service.) so that being said,” I went in a few weeks ago to look at the Halloween decorations found a spider on display and again, I found an employee to help me find the item I wanted, but again Lowe’s was out!! so I ask if I could buy the display (long story short) I walked out with the display and one happy customer again! Thank you to all the wonderful employees at Lowe’s for making my shopping one happy adventure!!.KarensgoodayVersion: 22.10.1

Love free shipping! App dog slow…and makes basic things harder than they ought to be.I love getting free shipping with $35 min purchase. I find the app frustrating because it’s often dog slow. Then, sometimes, response time is decent. I’ve checked other apps before & after just to make sure it wasn’t my internet going slow — and so far that’s never been the issue. Search and sort functions could also make it a lot easier to filter things various ways. They really ought to devote more effort to this zoo because when you’re ordering on line, this app takes on the functions of actual people in the brick & mortar stores like stockers, cashiers, and those helpful people who help you find stuff…I do like how I can easily look up locations in my local store — where it gives you both aisle & bay. That can be very handy for stuff that is on an aisle with stuff that you might not have expected to be grouped with. I’ fairly new to the app (so maybe it can do this), but one thing I’d love was if it was easy to create & print up a “shopping list“ which had the item with picture, price, name of item, location in store, plus the options for getting it to your house and associated costs for options other than checking out at the store, and having to cram into my little car… The ship to your home is free if you buy at least $35 worth of merch, but I’ve not yet figured out how they calculate the same day/next day/longer delivery costs..OfADifferentMindVersion: 24.4.4

Best Day Ever!Well I just walked into the Leeds Lowe’s out here in Alabama, and the first person I walked up to (Melodie) knew exactly how to help! She got me started applying for a Lowe’s Pro membership, and introduced me to David who helped me with some unforeseen complications in the process. Together the two of them helped me get the best possible price I could hope for, a safe product delivery on my time, and personally walked me through how to use the Pro website. At checkout, they handed the reins over to their resident computer whiz Katha who patiently helped me tie up up an excellent customer service experience! Aside from the fact that these people are so lovely and make me want to come back just to see them, they took care of all my needs quickly, efficiently, and kindly! Not to mention the store is clean, well-organized, and always has toilet paper. I often enjoy my time spent in the Leeds Lowe’s, but these people have sold me on being an exclusive customer. Thank you so much you guys, and to everyone else… Lowe’s Pro is the only way to go!!.ChokingHazardVersion: 22.10.3

Great folks but horrible service/severely understaffedI’ve shopped at a nearby store Powers/Constitution Colorado Springs for over 20 years, always great folks. However, being severely understaffed for the last few years has brought extreme frustration with delays and non delivery. This week I made a purchase, I live 5 minutes away, they were to call me Sunday after 4 pm with delivery eta Monday. Did not get a call. I called this morning, eta 10 am/10 pm. That narrows it! Called a front desk, eta 8 am/8 pm. I called 9 times today, transferred to delivery department, phone rang 10 minutes four different attempts. I called corporate phone to track, nothing helpful, I tried a real person, wait time was expected 1/2 hour. I tried online, nothing helpful. So much for customer service. Waited all day and never got my delivery, I had no choice but to stay. That was my $79 investment to deliver 1 mile. However, on a very positive note, store manager personally delivered the next day, with apologies, and deleted my delivery charge, he gets 5 million stars. Not his fault it’s difficult to hire people that don’t want to work, and corporate for not paying enough to live on..Sterling 943Version: 24.6.1

Had no choiceThis process of ordering online was very easy but I must say I felt I had to do it this way instead of going to the store to pick out my items due to the fact that the Rockingham Lowe’s no longer has people manning a register. They only have the self checkout registers open and when you have a large amount of product or product that is very long in length such as molding or lumber it becomes a pain and a nuisance to do the self checkout. And not to mention if an issue comes up during the checkout process your left stuck having to wait on a clerk to come help all the while people are bumping into or having to constantly go around your lumber because of its length and the space allotted between the self checkout and the walking lanes. So for that reason I just find it easier to do the in store pickup and not have to battle these problems. It would be so much better for customers if they just opened the people manned registers again..HvAC MedicVersion: 23.9.2

Long standing relationshipI operate a small business in this rural area of West Tn. Lowes in Dyersburg, Tn is a daily go to. Maybe 2 or 3 trips in a given day. We are always greeted kindly. Always made to feel important to be a customer. The Pro desk professionals, Colton, Jeff, Bubba, Peggy and the group go above and beyond to work with us on our needs. mr James in electric and lighting is always a very busy man. Maybe setting a display, stocking shelves, or organizing the stock but always kind to stop whatever he is doing to assist you. He makes you’re needs his priority. We are hands in realty investors and could be in appliances and garden or lumber and paint. I’ll say that I wish this location had more to offer. We find ourselves having to drive an hour to Jackson,Tn or Milan, Tn to Lowes. And these have nice people but nothing like the appreciation and assistance we get at “our” Lowes. Can’t say enough good things about the staff..Kccherry89Version: 22.11.1

Poor serviceI went to the Lowe’s in Lake Charles Louisiana to get some cedar fencing , I paid for it in the store, and I had to go out and have them load it up in the back of my truck for me. I waited about 15 minutes. No one showed up so I went in and asked the cashier to please get somebody. I waited another 10 minutes I decided to call the store manager. The store manager said he would be right out and take care of it. I waited another 10 minutes and he finally showed up. He was not very friendly or happy, it’s like he didn’t even want to be working that day. He went and unlock the gate, so the workers can get the cedar fencing out for me. When he came back, I let him know is that I had to wait this long to get my product. His words was I should’ve ordered it ahead of time, Andy also blame it on the workers. I let him know that the workers were waiting on him to open the gate to get to the cedar fencing. That made him more upset. And started to blame the workers. Then he looked at me and told me that I should’ve went to Home Depot. I agreed with him and I’m not going back to Lowe’s in Lake Charles Louisiana..Lady in louisianaVersion: 23.3.1

Very helpful App.This app is very helpful. 1. I like the fact that the app tells you if something is in stock in your local store of choice. 2. I LOVE the fact that app tells you where to find a specific item that you are looking for, in the store. It gives the location aisle and Bay#. And this is great!!! There is no need to go hunting down someone to help you find something. 3. Looking up various products online before going to the store helps narrow down my purchasing options. This is very useful. IF I had any criticism of the app, they would be a relatively small thing. I’ve had times that the app says that an item is in stock in the store and it isn’t in stock. I don’t know if this is a glitch with the app. Or, if this is a problem that the store hasn’t put out merchandise. So, it’s technically in stock but no one can find it. And this problem seems to happen at Home Depot and Lowes more than other stores. For example, a store that seems to do a good job with their app when it comes to keeping up with their inventory is Walmart. On the other end of the spectrum Home Depot has given me more problems with this feature than Lowes has. So, I guess it’s all relative. Again, I love this feature on the app. I just wish that it worked more of the time than it does. And, when I say something isn’t in stock and the app says that it is, I usually enlist a worker to help me and they can’t find the item either. So, I don’t think that it’s just me..FSU_JenVersion: 22.9.1

Digital Card has vanishedThis app is great and work’s wonderful in store. My problems arose at checkout. You see Lowe’s has gone full in with self checkout. By that I mean they have ZERO cashiers available and force you to self check. Which I already dislike. As busy as this store is I’m sure they could afford some cashiers. Then I go to pay, open the Lowe’s app, go to credit and the digital card is gone. Vanished… not any trace of it and Without an actual cashier I’m told I can’t lookup the card at self check, so I must remove my self from self checking to go stand online at the service desk so they can apply to my store card, since it no longer shows in app. The majority of my trips to Lowe’s are spontaneous and I have never carried the actual card around “just in case.” Now until the digital access is restored I have no reason to shop Lowe’s at all. I won’t begin carrying the card so if my happening I drive by and decide to pull on in and shop..Denee2012Version: 23.4.2

Don’t forget to press the “in stock” button!You can find out what Lowe’s has in stock and even what isle and section of the store it’s in BUT you must follow these steps, especially when online shopping to do curbside pick up. Step (1) Select your location at the top of the screen you want to shop out of. (2)Search very general, simple terms in the search bar (3). After your results show up click the Free Pick Up In Store Today button on the left hand side of the screen and from there you can start to refine search results to get more specific. If you don’t click this button it’s going to show you everything you can get in the store that day and special order products that can take several days to weeks to arrive. If you can’t click it, there isn’t anything like it in stock or you need to change your search terms..RiloKiley1000Version: 6.6.0

After latest updates to app, lost ability to add to a listEverything has been working fine until a couple of recent updates, I can no longer save an item to favorites (♥️ feature). I do a lot of shopping on my iPhone 11 and prefer to save it to my favorites list and then use my Windows desktop computer to purchase online. However, I can't do that now and have to send a link via email to myself, open the email on my desktop computer, then add the item to my favorites list. The favorites list option is supposed to be a timesaver, however, it now takes me a long time to add to my favorites, and then put together an online order, or shop in store. Could someone in programming take a look at this bug and fix it please? I tried searching for a way to contact the iOS app development team through the app store, but it tAkes me directly to the Lowes website, without and active links to report a problem. Please fix this! Thank you!.TeckwizzVersion: 6.3.0

Lowe’s App is AverageI really like ordering online and store pickup the next day. It usually saves me time in the store having to search for things. It’s a fantastic method of shopping. UNFORTUNATELY, although I know what I want, it’s sometimes very difficult to find on their WEB site. Example is plumbing stuff. 1” black iron pipe x 10 feet long. There are other pipes that are listed in SLIGHTLY different descriptions; 1 IN, 1-IN, 1 inch, so forth. Obviously they had multiple contractors key-in data that used inconsistent formats (or in-house employees and an poor data checking). It could be data from their various suppliers. The point is; it’s frustrating to use because I have to type in several iterations. That wouldn’t be so bad, but then I find what I want and select it to add to my ‘CART’ and it says (Oops! Something went wrong) it can’t be found. I call the store and the associate says that version has been discontinued even though it lists several in stock on the WEB page. See the disconnect? Don’t get me wrong. About 80%-90% of the time, the shopping APP is fine. It’s the last 10% that takes 900% longer than it should. Lowe’s is not done and I hope management hasn’t checked this software project off as “COMPLETE” because it’s NOT..TunaoueVersion: 23.1.2

My LowesUp until two weeks ago, I was able to use my iPhone and or iPad to look at purchase history. All of a sudden the app is telling me that I have no purchases on either iPhone and iPad. I can take an existing ,transaction enter it, it will show and the tell me it is tied to my my Lowes account. Hmmmmmm! I called customer service and, they have no clue. They want to blame on my phone or iPad and say it probably is caused by an update. That’s funny as a friend of mine uses the same products and Apple and has his My Lowes info at fingertips. Sounds like BS to me. I certainly hope they find the problem. Just found another problem, it ask for my nickname and says it is already used. I cannot help if someone already has a nickname same as mine. Lowes, I think you all need to get your act together. I hope you like my new nickname..HankbrodyVersion: 4.15.1

Very Helpful APP!!Whenever I am working on or about to start a project and am in need of supplies then this is my go to app. It’s super helpful before you go to the store to see if they have the item you need in stock, how many are in stock, exact spot your item is in inside the store and the price of the item. I always use this as a guide to find what I need when I go to Lowe’s so I’m not walking around forever trying to find what I need, to make sure which Lowe’s store has what I need and to know the price I’m looking at when I checkout. So I highly recommend this app to people who want to save time, save money, do projects on a budget and for people who like to plan/price projects before going into a store. This is by far my number one APP when starting a home project and when I need a replacement item for my house..Charleigh23Version: 6.4.0

Not as functional as HDEven though this app has ostensibly the same functionality as HD’s app, the curbside order ready and “on my way” features do not regularly work and often display incorrect order status when compared with the notices one gets via email. It seems to skip over several frames in the app, leaving one withou the ability to actually send the “on my way”. The single time I have gotten this to work, it was great and they were out with my order very quickly. The rest of the time, you end up waiting quite a while and there is really no way around the issue unless you give up and walk into the order pick up (something to avoid during the pandemic spike), or call the store and endure being handed off to an over burdened staff. I wish they would fix this issue. HD’s app works flawlessly by comparison..A4naughtVersion: 20.12.2

Needs improvementApp lacks intuitive functionality, pay with PayPal for example, small icon that does nothing, you have to click add a payment method to initiate the PayPal workflow. Ok somewhat obvious but why not have a button that says pay with PayPal like everyone else. After paying with PayPal I get back to the Lowe’s app and there is no guidance. I figured out I need to add my address to move forward, not intuitive and should not be needed if I’m paying with PayPal. Ok so I entered my address and then I have to click pay with PayPal again. This is not a good experience. I was in doubt every step of the way on the payment screen and that does not make for a good experience. I’ve hated the Lowe’s app from day one since it does a poor job of inventory status and also terrible at locating stuff in the store. Add to that a terrible payment experience and you have an app that can be great but isn’t..Annoyed-1001Version: 24.4.5

Poor Management in garden deptSale ad had 1.5 gallon hanging plants on sale for 2 for $16 Mother’s Day ad. I went in on Friday and no one knew anything about it! It was pretty frustrating even getting help. So again on Saturday I called the store about the ad. I asked for a manager. The manager said they were not set up for the sale the day before but they were now. I went again to the store with my wife. No one there could even find the plants that were two for $16. They had racks of hanging plants that were two for $22 but at check out they were $28 each. The associate who had a 10 year badge on couldn’t help and was rude as well. She said that the plants that were two for $22 were not the select plants. I left very upset with the lack of customer care at this Carlsbad NM store..DdtagVersion: 22.5.1

Supreme customer serviceWhile visiting your Fenton store, I had no physical card, and only Apple Pay. Your customer service person, Adnan, helped me get everything situated so that I could purchase my necessities for my house while using your Lowe’s app. I. Have experienced the other side of the story where I had no means of payment other than what was on my phone and the cashiers and customer service people previously have told me tough luck. Adnan went out of his way to make sure that I got everything that I needed was able to pay for it and was not a burden. Just wanted to make it known how awesome of a customer service representative he is and how great of an experience though difficult he handled the ease. It will definitely keep me coming back.Spectacular customer serviceVersion: 23.2.2

Great but… ApplePay issuesApple Pay doesn’t have a problem paying on other sites. On this site it tells me that my billing address, which is a PO Box in California, it’s not an address in the United States. If they have a problem with me having a billing address that is a PO Box or that it doesn’t match the shipping address, the problem shouldn’t be different if I enter the credit card on their site directly and bypass ApplePay. Not sure why it should occur on Apple Pay but this isn’t the only site that has problems with ApplePay or PayPal and then accepts the same cards and billing address when they are entered to their site directly. I think that they are trying to collect more saved cards to their sites when they do this for a number of possible advantages that may justify this potential sculduggery..One-IVersion: 24.4.4

Review by Bill ScottLove this store been going to this store since I was a little boy with my dad back when it was at Paducah Ford location but he has went to be with our lord for almost 10yrs now and I still remember it every time I walk thru your doors how much I miss going with him we came to the store at least 2-4 times a week he was a craftsman he built everything by hand he could take 2 2x4’s and make something out of a magazine he was so very gifted with wood craftsmanship and now I’m trying to do it for his carry on my son and spread it to my boys my only gripe is your prices are way to ridiculous on lumber and other things in your store and makes it hard to do these things anymore fix the prices and get more customers and money.WTLT2Version: 21.12.2

SuggestionsLove the stores, at least 5 we use, we’re probably one of their first percentiles in our local industry on supporting there. App needs some time to mature tho. 1/2 the time I call about an online order I get that “Oh, you ordered online” type feeling from them, sometimes exact words. Couple things. 1. Couldn’t select the option of curbside pickup at checkout, the locker use with our quantities defeats the tech there, but it’s default….. 2. Couldn’t find general coverage in specs on engineered flooring/ love the label shots but their often blurry. Help us continue our support, our State economy and image salivates on it. 3. Orders give no ready status email info 1/2 the time, and products are transferred to other stores out of the range of our projects. Costing us more in gas/ time/$. The last time an order was transferred for stock, the third item was out of stock..NelsonSnowVersion: 21.10.4

Mr. CarranzaI’m a proud Veteran that served our country with a 100% disability, knowing that my time in the jungle of DMZ, north of Vietnam I have always been a very loyal and happy costumer buyer of Lowe’s products!! I believe in Lowe’s ability to deliver their products in competitive prices that they have offered the 10% to the military and Veterans a great opportunity for us personnel! I just happened to have come to a Lowe’s store in my area that, that to my surprise that the store manager told me that LOWE’S is NO longer available to offer the 10% discounts for military and Veterans!!!! THIS IS A JOKE I SAID TO THE MANAGER, RIGHT!! He said NO! The reason is that Home Depot is not offering the 10% military and Veterans any more! I’m so disappointed!! All Veterans and Military should get a petition going to boycott theses stores for their actions against such bravery serving their country! I don’t know what else to do or say! God bless America!!!.FreakingoutpaulVersion: 24.6.3

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Lowe's Home Improvement Negative Reviews

TroubleI purchased top s soil garden dirt and mulch online. I tried since yesterday and it would not let me place the order to be delivered. I live probably less than 1 mile right down Outer Drive. It would not let me place the order to be delivered. It kept saying I had to pick up and it would say in black letters something wrong with the system. Try again later this is since yesterday, I tried for two days and I tried it again didn’t work. I called and said reboot the system and they couldn’t help me so I got and started all over again. When it came to my order, it said I had to pick it up. I am 71 years old. I cannot pick up that stuff. That’s why I had it ordered to my house. I already went to your store. I already tried to pick it up. I have to go there and to pick up my stuff. I talked to a manager and he said to order it again he would cancel the order. if you cancel the order and it still won’t let me order to have the stuff delivered. So now I have to pick it up in shifts and I still don’t have any help getting it out of my car. I’ve had incidences in the past with this company and I love Lowell’s . I have a credit card. I have excellent credit. this is ridiculous. I’m a loyal customer of yours. I could go to Home Depot. I could go to Menards, but I go there and I have a credit card there and I can’t get any help I’m so sad and disgusted that I got bad service AGAIN..Senior upset customerVersion: 24.5.1

Order of a grillI want to go on record to say this had to be my worst experience I have ever had anywhere. It started back on May 12th I tried to order a natural gas grill on line. It wouldn’t let me. It said to go into the store so I did. I tried over and over to get one ordered but they said you have to order it on line for natural gas. Explained I tried. After awhile someone that helped said ok I have it ordered and I have it for delivery. I said great. Waited for a week for the grill to arrive at store to be assembled and to be scheduled for delivery. During the next week while waiting I kept getting updates on my phone about picking it up in the store. It is supposed to be delivered. Going back and forth it got scheduled to deliver on the 21st of May. But it didn’t. They said they called but neither my phone nor my wife’s phone were called. So I finally got to speak with someone who said they could help. Got it scheduled for May 23rd to deliver between 11:30-3:30. They said again they called. I was expecting a local number but I guess they weren’t local and my phone has spam alerts which I won’t answer. So nobody said that was the case. So I stopped at the store and finally just picked it up myself. I am very disappointed in this whole fiasco and I feel should be compensated for time trouble and anxiety. My name is Mark Murry. Thanks.Buckeyes 2019Version: 22.5.1

No saving favorites & “Update Go to App Store” in a loopFor almost a year, I’ve been extremely frustrated & disappointed in the Lowe’s App b/c I could no longer save favorites. This was one of the ways I decided on products for our upcoming home renovation. As we got to that area of the home I would have already had ideas on what I would want to purchase from Lowe’s. Including kitchen appliances! Tonight I go to the app and get a pop up screen that instructs me to Update the app & a link is available to “Go to the App Store. [iphone XR] I tap the link go to the App Store & there is a downward facing arrow as if the app is not downloaded. Okay, it should be, I just clicked on it... then it “downloads” & Update bubble appears in its place. I tap Update, it goes through the circle motion & now the Open bubble appears. I tap it and it returns the app only the Update Available Go to the App Store pop up is there again. I cannot access the app at all b/c of the pop up. I tried force closing both the App Store & Lowe’s app, also restarted my phone, then go through the entire process again. Download. Update. Open. The pop up continues to appear. It’s in an infinite loop! March 7, 2021 I am so disappointed that Lowe’s let the bug continue that did not allow you to save favorites & now I cannot even enter the app at all?! Developers! Do you hear me?!.ImluvndabeachVersion: 21.2.4

Decent - Needs UX ImprovementsOn my iPad, I can tap “Shop > View All Departments” and then I can tap into a specific department. If I need to go back two or more levels, I have to swipe from the left edge of the screen or tap the “Back” button. Doing this goes all the way back to the beginning. So if I’m looking through categories more than 2 selections deep. Example = I browse to: 1) Outdoors > 2) Outdoor Tools & Equipment > 3) Lawn & Garden Hand Tools > 4) Rakes & Pitchforks > 5) Lawn & Leaf Rakes. I don’t see what I’m looking for, so I want to go back and select “Digging Tools” (level 4), I have to select “Back” and start all over and go back through the entire navigation path to get to “Digging Tools”. When I select “Back”, it should back up to one level higher in the navigation not start over completely. This makes browsing the different categories VERY difficult and non-intuitive. The app seems to be more designed for someone that KNOWS exactly what they’re looking for rather than someone who is browsing to see what Lowe’s offers. I’d also suggest making the setting “Available Today at ” a sticky toggle switch so that a customer doesn’t have to keep turning it on in every single category. It just gets annoying to have to keep turning this on over and over again..WD409Version: 6.1.7

Lowe’s App developers: please read!The Lowe’s app for anyone using IOS versions below IOS 13 will no longer allow me to login to my account. I can still use the other features such as search and product location in my current chosen store, but Bill pay and access to my stored previous receipts is no longer working on the older versions of the App. Please address this. The security features normally available to the latest version is also not available. For these reasons this app is hardly useful as it used to be. In addition to this and because I now have to use the web based version of Lowe’s, I must tell you that sometimes when you select your monthly bill to pay, the next page tells you “There was a problem with the information you provided”. It tells you this even though you are already logged in and looking at the monthly amount you owe. It took me thirty minutes to complete something that used to take me two minutes to do. This is not good. Please look into these things. Fix the App or the Web based platform! Preferably both! Stop outsourcing for App development too. These Developers are clueless! Look at the canned copy/paste responses they are giving to angry customers. Lowe’s, you are losing customers and money hand over fist! If that is okay with you, please carry on!.COR!<3Version: 21.2.2

Poor exchange policyIf I could 0 stars I would. After purchasing a craftsman chainsaw at the recommendation of a Lowe’s employee, I brought the chainsaw home to cut a tree up that had fallen on my property. After two uses the pull cord lost it’s tension and therefor would not start. I proceeded to go back to Lowe’s with the expectation of a simple exchange. I was floored when they told me this expensive piece of brand new equipment was not eligible for exchange or return and would have to be sent out with possible additional charges; even though I had purchased the saw less than 30 days prior. I have been to two repair shops in the area and the hourly repair cost is $95, half the cost of a new saw. In addition to this TOTALLY poor return/exchange policy the young woman who waited on my behind the counter admitted that she had other customers come in with the same complaint so I was greeted with an eye roll and a “here we go again” when I asked to speak to a manager I could audibly here the manager being called basically tell the young woman to just restate their ridiculous policy. I won’t be shopping at Lowe’s again. I am sure that does not matter to them. I used to think Lowes was far superior to their competitor Home Depot in quality of employees and variety however this scenario has shown me otherwise..SwinburneVersion: 23.1.3

There is no functioning feedback or contact optionsWhen you place an order in the app, they sell your order information to an offshore company in India called XPO. Your order will tell you Lowe’s will call you at least 24 hours prior to your delivery date to schedule a time. Instead XPO calls you late at night to tell you your delivery will be there in the most inconvenient 4-hour midday window possible and to call them back if you need to reschedule. They give you their number to call for reschedules. You call them right back to reschedule and they tell you they cannot and you have to call the store. You call the store that was selected during your online order, they say they’re pulling it off the truck and they’ll call you back in 20 minutes. You lose patience after 4 days and call them back and they tell you your order is now with another store 70 miles away and you’ll need to call that other store. You call that other store and leave 8 messages over 6 days only to have XPO call you back again with your now 10-day overdue order being inconveniently delivered midday tomorrow. The system tells you to call XPO to reschedule.... queue vicious cycle. Lowe’s has become utterly ridiculous. It’s illogical to order from them as they no longer are willing to work with their customers at all..Lucky Little 13Version: 20.11.1

Inaccurate and unreliable app leads to perception of poor quality products and servicesI experience an 80% failure rate when I go into Lowe’s to quickly pick up an item based on their locations. The location is wrong and typically does not exist. As an example an item listed at location “Aisle 20, Bay DESK” does not exist. This app should provide accurate location information based on the store’s inventory management system. Instead, I must ask an employee for help to locate the item. They search their internal system, see the same location, and have to look into the “extended info” section of their internal system to see where they actually put it. I can typically identify the location information is incorrect when I arrive at the aisle (for example, when looking for fungicide, I end up in the lumber aisle) This is a missed opportunity to fulfill customers’ expectations and instead lead them to frustration. This ultimately leads me with the impression the Lowe’s does not care about the quality of their products establishing their products as low-tier when compared to competitors that don’t even offer a convenient app..ThesishtbrjsVersion: 22.9.1

Worst app on the planet - inventory WAY offI hate this app more than I can express. Probably HALF of my orders are canceled because store employees either don’t care to look for the products or it’s out of stock when it says they have plenty. One day I needed a pipe cutter, and it said there were 26 in stock. NOPE. They CANCELED my order and didn’t even notify me! Nevermind that there are 24 of these in a case, and there was actually a case sitting in the overhead. They didn’t even bother to look. Or the day I ordered MIG wire, it said there were three in stock, yet my order was again CANCELED with absolutely zero notification (ends up they EMAIL you instead of texting, which I never saw). I ended up driving 1-1/2 hours round trip to the nearest Home Depot to buy the wire, and ended up spending another $300 while I was there. Realized I needed different welding glasses, and went back to Lowe’s, and sure enough, there were THREE ROLLS OF MIG WIRE exactly where the app said they’d be in the store. The employees were too lazy to actually look…they just marked it “out of stock” and canceled my order. So sick and tired of this. I’ll drive to Depot because I’m sick and tired of orders being canceled..Bad KittyVersion: 24.1.3

Payments did not go through but it shows that they did.I thought I had a doorhandle coming in the mail two weeks ago. It showed when I ordered it that it was a completed purchase and should be arriving in 5 to 7 business days. That detailed of information. After two weeks when it did not come I went back in and it was still sitting in my cart?? So I tried to pay again using Apple Pay again and it said it took it. Then I went all the way out and went back into the app and it was still sitting in the cart. I checked my online banking and it did not show that it had taken it two weeks before or right then. So there seems to be some glitch an Apple Pay so I used my debit card and I went through the entire process. It said it took it the first time and I went all the way out of the app and went back in and it was still sitting in my cart. I tried it one more time doing the exact same things and it took it… I will probably default to Menards from here on out. I barely have time to do the Home project I shouldn’t have time to wait on a product that I have been told was completed purchase to never arrive..It says noVersion: 23.4.1

Delivery date SNAFUOrdered a dishwasher online. It said someone would contact me to confirm delivery two days later. No one did. I started trying to reach someone the next day. What a joke. On the delivery day I finally spoke to a human being but he couldn’t help me fix Loews mess - they failed to schedule the delivery & my dishwasher was waiting for me 45 miles away - but it would cost $300 to be delivered!!!! I would have to call the store 45 miles away to cancel the order!!! I would have to beg plead with whoever to see if I could get a local dishwasher delivered in the same time frame. ZERO help from the main customer service people. ZERO the only real help I was offered was from the delivery manager at the local store. Unfortunately he can’t control what my local store would do. I’ve ordered a second machine - with a two week delivery window - while I’m STILL waiting for a status on my first order. The fact that I’ve had to spend so much time trying fix their SNAFU is unbelievable. Oh and to top it off I can’t CANCEL the original order!!!!!! I figured if I’m going to wait longer I’ll buy it from Home Depot - but I can’t cancel the order!!!!!!.Bay area SNAFUVersion: 22.10.1

Items not in stockI almost never write reviews, but there is one flaw in this app that drives me nuts and has compelled me to write this. I do a lot of home improvement projects and Lowe’s is the only game in town. I do find the app pretty useful overall, and the ability to find and pay for items on the app and have them ready for pickup is really handy. My HUGE problem with the app however is the little toggle that says “Available today at (your city’s) Lowe’s.” When you toggle that on, it filters all of the online only items out and only shows you the items that are sold in the store. It even says what aisle the items are in. Super cool, right? Except that you don’t really know if any of those items are in the store unless you click on each one and scan through the entire description to see if it is actually in stock. Yes, if it’s out of stock, there’s a line somewhere in the description that says that, but why do I have to click on each item to see that. Again, the toggle is labeled “Available today!!” This should be fixed so that out of stock items are filtered out..MartiniOnionsVersion: 6.5.1

App is so inaccurate - what’s the point?I love the Lowe’s stores in my area but the app is worthless. It is not accurate about inventory or location in the store. When I find something on the app but can’t find it in the store, I go to an associate behind the service desk or approach an associate who is working on the floor. Countless times I have been told by the associates, “oh, the app isn’t accurate.” I recently ordered five of an item after the app said there were 23 in stock available for pick up. An associate called me to say that they don’t have any of the items in stock and that the app would be updated. Three days later the app still says that 23 are available for pick up. I don’t mind driving a few miles to the next city to pick up items but I don’t want to drive 30 miles to find out that it’s not in stock when the app said it was in stock. It’s also frustrating to go to the exact aisle in the store where the app said the item would be, only to find out the item is in a completely different area of the store..Robynb87Version: 23.6.3

Really strangeAre usually have a much better experience at Lowe’s but for some reason when I went to go pick up my items this morning, the lady who brought them out was clearly not having a very good day. She was not friendly, didn’t greet me just not having a good day, she tried to scan the barcode that I had on my phone, but it didn’t work so I had to get out my ID to give it to her which is fine and then she proceeds to hand me my items which for some reason we’re not in a bag they were all loose but at least two of them were loose no idea why they weren’t in a bag and then one item that I had was really big, and she proceeded to try to hand it to me through the open window, rather than asking if I wanted it in the backseat or something. It was very awkward and I had to Eno. Totally mess up my car getting it into my car anyway it was just weird and I’m not sure why she didn’t just asked me where I wanted my things and why she didn’t put the things in a bag but when I asked her about a bag, she said I don’t know why they didn’t put it in a bag and didn’t see anything else..W ideVersion: 24.1.6

Better than nothing, I guessThe app is meh. Always some kind of snag. Just one example: it always defaults to a store location that’s *not* my nearest location. I’ve seen it default to stores up to two hours away and sometimes in other states. (Yes, I have location settings enabled.) Today I changed the store location to the one nearest me, about 20 minutes away, and placed a pick-up order. Arrived at the store, tapped to check in, and several minutes later got a call asking what parking spot I’m in. Told her #4 and she said “I don’t see you.” Turns out the order was placed at the second nearest store instead of the one I selected. I asked if the order can be transferred to the store I’m at. “No, I can only cancel the order and you place a new one.” This has wasted so much of my time today (and other times). You should be able to choose your own default store in account settings, instead of the app (or website) guessing and even changing it on you after you’ve selected which store you want..AppleUserWNVersion: 22.11.1

Awful Customer Service Re: Lowes cardI recently placed an order w my Lowe’s card. Picked up my items, no problem. Two days later I was making another order and my card did not go through. Hmmmmm Strange. So I called, automated service was beyond useless. Asked for an agent, waited then explained the situation. Oh no she can’t help me, transfer me to another wait again,this agent could not help me either! She wants to transfer me! Because she can not help me. I even asked if I was transferred to the wrong department. She would not answer, just kept asking for my phone# and other info. 16 minutes and no information for Mr. Ps: I do not believe they were in the USA (outsourced) so much for the America way. I’m so disappointed. On top of everything my military discount which I have I’d, me multiple times is not added to my account. Another slight, by Lowe’s. I really do not want to go to the competition because you all are right down the road, but maybe it time. I’m tired of fighting for everything plus I have been a card holder since 2005 + I’m in the market for a dishwasher. Good-bye Lowe’s!.SheerlukVersion: 24.4.5

Absolutely ridiculousSometimes a store gets too big for its own britches! Unfortunately, I think Lowe’s is one of them. Their online website order process is straightforward enough. That is until check out! After submitting all my information, including payment method the website stalled! I sat waiting for half an hour for something to happen, and… Nothing dead! I didn’t want to hit the back button because I was afraid if there was an order in process I’d be billed twice. I continue to hit the submit button multiple times waiting over an hour and then finally figured OK I’ll hit the back button and try resubmitting again. lo and behold it worked! Lowe’s, if you’re reading this review, and you aloud to be published, understand that this is the year 2023, problems, like this should not exist! Don’t dare claim the website might’ve been busy processing other orders! The simple solution is build a better mouse trap! You guys in the white towers at Lowe’s should understand that analogy. Never, ever, let a consumer hang out there, not knowing if an order has gone through!.Bob SokolerVersion: 23.4.2

Cart problemsIt seems to change the store items are being shipped from, and it’s hard to tell which stores they are from. To replicate add two items like pressure treated lumber from the same store and select truck delivery. If they’re from the same store shipment should be $75. If you don’t place the order and check back a few days later, one item might be shipping from another store, bringing the truck shipping up to $175. Sure you can delete the item from a different store and add it again but this in nearly impossible on the app. It’s also extremely difficult on the desktop website too. Basically you’ve gotta put your “shopping cart” together in your own notes and deal with Lowes shopping cart when you’re definitely ready to order, otherwise you gotta delete everything and start over, and that’s very difficult if your shopping list IS the shopping cart. Basically the shopping cart is super frustrating and antagonizing..Not-MozartVersion: 21.10.3

Pushing me to Home Depot every time I use the appI have been a loyal Lowe’s customer for years…. I’ve spent thousands of dollars in your store….. your website and app are the absolute worst I’ve used and it’s making me so frustrated I don’t want to use your services anymore. I’ve tried (even calling in) to change my email…. Says it can’t be completed at this time. Every time I’ve tried for the last year. Four months ago the app cooperated briefly (still wouldn’t allow me to change my email) by allowing me to place online orders and go pick them up. Now for the last month, every time I open the app I have to sign in. I sign in (box checked remember me) and the first function I go to sends me back to sign in….. over and over. I cannot access my account to pay the bill not can I see my receipts which is the main reason I used the app. I have never reviewed an app before if that tells you just how bad it is. I’d give zero stars if I could. If nothing changes I’ll stop using the services I can’t use and start spending money elsewhere…..Time to start using home depotVersion: 21.6.2

HorribleNothing has gone right with last three orders, one taking months to resolve. People at the stores are helpful when you talk to them but apparently there is no role designed to own an issue through completion. The next time you call you have to start all over again. Worst repetitive customer experience I’ve had with a company in a long time. This last experience i had an online order cancelled but was not notified at all, when I asked why they said reason was “other”. They asked that I resubmit as they had the stock so I did. I drove 35 minutes to pick up and the order was left outside on a cart, completely soaked from rain with the paperwork now falling apart. Still showed full charge but was missing 7 of my items and 3 other items that were the wrong size. If I hadn’t gone through the order myself I wouldn’t have been told. Store workers have been very polite and willing to help but the rest of the process is broken. Absolutely no communication or escalation resolution even when you call in to their call center and talk with a Supervisor. I’m done.Matt K33Version: 4.21

Still WaitingOn the Memorial Day Weekend my wife and I bought a new over the range microwave and a new slide in stove. We didn’t care about waiting a month for the delivery. So the day before the delivery we called and confirmed that we were on the list of delivery’s the next day. To get ready for the new product’s my son and I removed the old and put them into the garage. The next day we didn’t get our new appliances and we didn’t even get a phone call . So we called the next day and found that LOWES had sold our stove and microwave. And they didn’t have anymore in stock . So the sales person said they would up grade us on the stove but downgrade us on the microwave. We were okay with that and the sales person said it would take another week. A week goes bye and today we get NO PHONE CALL! We have no stove and no microwave. Thank goodness I have a BBQ . But my family is getting really tired of hamburgers and hot dogs. We are STILL WAITING. I CAN ALWAYS GET MY MONEY BACK. BUT I WILL STILL HAVE NO STOVE AND MICROWAVE! And NO PHONE CALL!.BUBBA SBSJRYANVersion: 6.5.1

Worst customer serviceI have had the worst experience with Lowes in the past few months. It all started when I went in store to order a new dishwasher. At the time, there was a rebate going on and I submitted the information for the rebate which was supposed to have been sent to me within three weeks. It took three months for me to actually receive the rebate after calling the rebate customer service department over 7 times. When I got the rebate gift card, I used it towards a new purchase. I ordered my item on September 20 with a in-store pick up date of the 21st. It is now September 28 and no one knows where my item is. I was told by one person the purchase order is still waiting to be approved and then by someone else that it shows as shipped but a tracking number hasn’t been attached to the order. as a consumer, after spending over $600 on an item with the money being immediately withdrawn from my account, this makes me upset. I will start ordering from the competitive orange store from now on..QteewitabootyVersion: 22.9.3

Feeling a bit bamboozledI’m currently buying a house and wanted to use this app, because it’s far easier than any other home improvement platform, and I like Lowes…how ever I spent hours creating separate lists (kitchen, bathroom, etc) with paint, tile, etc and although I can see what’s in the list with a quick glance, if I go to click on the list, it tells me the list is empty. This includes everything in my “saved” list. Absolute waste of my time if I am capable of making full, specific, catered lists but can’t access any of the products from the list. Please fix this - for reference I am using an Iphone 13, the phone is updated, the app is updated, I have full service, and I am on WiFi. Update: I received the stock response from the developer team directing me to send them information via a direct email - preferably video based. I’ve already done this. Not much more I can do. Waiting to see if they fix it. Although, I have noticed (from reading the comments) it has been like this for over a year now..RavenkmidnightVersion: 22.4.2

Do not use this app - not worth the phone storage spaceThis app seemed like a good idea but is not ready for prime time. I ordered an expensive item and received a phone call around 6 am from an employee’s personal mobile phone the next morning saying the item was not in stock and to call back. I called back and left a voicemail message; no call back that day, the next day, or the day after that. Called the store and had two call drops and was kept on hold for 20 minutes before talking with someone. She said she would call me back in 30 minutes. That call never came. There’s no way to cancel orders in the app so I had to call the corporate number and wait 2 hours for that call back. In the time it took to cancel my order I was able to purchase my item at a different store. Based on previous reviews from months ago, this is clearly an ongoing unresolved issue with the app. I don’t think high sales volume is a good enough explanation for how disappointing my experience was. Stick with the web site for online orders..NotJillScottVersion: 20.11.1

Poor Customer ServiceOnline orders with curbside pick-up are the responsible thing to do during the COVID 19 pandemic yet online orders are backed up 7-10 days and customers are not notified of this. The only thing the confirmation email says is “please wait to receive confirmation that your order is ready to be picked up before heading to the store.” No timeframe whatsoever is provided. I assumed it would take a few days. When I called to check the status, that’s when I found out it’s 7-10 days. And the staff member just said, “There’s nothing we can do. We are short staffed and have over 500 orders.” Why doesn’t corporate let people know that? Why don’t you provide an actual timeframe for order processing? Why are you still taking orders if you are backed up by almost two weeks? This is just causing people to come in the store...which is NOT a responsible approach to social distancing. I get there is a delay. I understand you are short staffed. But let your customers know and stop putting your frontline employees at greater risk. Communicate!.Jennifer Black from JerseyVersion: 6.1.8

Terrible App, terrible websiteUsed this app for a few years without issues, but about two years ago it became unable to retain my location or preferred store. Always comes up as “Wicker Park” in Chicago, about 40 miles away. Probably a dozen stores closer to me. I’ve reset it, saved it, checked my profile many times. I’ve chatted with Lowe’s tech support several times and their answer is that I’m the problem 😂🙄. Clear your cookies, clear your cache…I’m surprised they don’t tell me to buy a new phone and PC. It is frustrating to find something I want, only to realize it is once again looking at Wicker Park inventory. I change it to my local store and there’s about a 50% chance that it won’t be in stock, or will be at a higher price and they won’t honor the lower price. I rare look at Lowe’s online, and it is the last choice among all the big box home stores. Just an overall poor experience, not just the app..Jim from St. CharlesVersion: 23.7.1

Horrible customer serviceI recently purchased a gate kit online. After not having any updates when the delivery date to the store (garden city) came and passed I attempted to call customer service. Both times I was on hold for an hour and an hour and a half. After finally getting through to someone. They told me they had no further info other than it was processing which it said online. The reps were very nice but I got no help and was told to try the store of delivery. I then attempted that and was again left with an unanswered call for at least a half hour until an automated message tells you to hold then music plays and I was hung up on multiple times. I finally got through to someone the next day. Who was also very nice but she told me it was a vendor and there were delays and now my shipping day would be almost a month away and that’s an estimate. Highly frustrated and annoyed. Zero communication and customer service operations needs to be looked at..Wont let any nickname workVersion: 23.6.4

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