Lowe's Home Improvement

"Have been calling this store for almost 2 weeks. We purchased new kitchen appliances and had to return the refrigerator. Lowe’s missed the first scheduled pickup and when rescheduled they picked up and damaged the fridge and the door of our house. When we called the customer service line they said that this Lowe’s closed out our case after it reached the highest urgency because no one had done anything about the problem and also have not given a refund after the promised 3-7 days. They also told us someone would call us for an appeasment for our house damage and that also did not happen. We have spent hours trying to call this store with no answer and also calling customer service line I will never use Lowe’s again after this experience."

"Avoid this place if at all possible ! During the pandemic we had to purchase an air conditioner that broke in our living room. Couldn't find a good model until we went to Lowe's. We quickly made arrangements to ship it and install it at our home. Long story short, their customer service neglected to tell us the product couldn't be shipped to Hawaii and we got such trying to get a refund for the product that took 3 weeks and we got stuck with a service contract of $100 since they refused to help us get a refund from the contractor who was located on the mainland. If you need to work with their customer service, be very wary of their promises and check if you can back out of any 'deals' that they offer you. To Lowes response: Posting an automated generic number in an attempt to resolving an obvious problem with customer service is no way of getting back this obviously upset customer - if you ever want to ensure was properly taken cared of, you'd leave direct contact to someone other than the store or customer service to resolve the problem."

"Roslyn and Yvonne are fantastic individuals who resolved a major issue that Steven, an employee, created by falsely claiming that the mattress was discontinued and not eligible for a refund. He inaccurately stated that the store generally does not accept mattress returns and advised me to review the strict return policy. When asked for specific details within the policy about mattress returns, he refused to assist and suggested I read it on my own. Additionally, he threatened to cease business with me and asked me to leave the store. After contacting corporate and discussing the matter with Roslyn and Yvonne, the problem was rectified, and the mattress was returned. Despite Steven's claims, Lowe's does accept returns of mattresses, unless explicitly stated otherwise in their return policy. People like Steven should not work in customer service because their behavior tarnishes the reputation of hard-working individuals."

"DO NOT buy an appliance from Lowes in Honolulu. I made the mistake of buying appliances from here twice, and each time the process was incredibly frustrating. Their incompetence pervades almost every aspect of their business such that it is impossible to communicate with them or receive any product on time. It just blows my mind how sloppy this business is. When I ordered my dishwasher, it took over 4 months to receive it because of repeated mishaps in their delivery service. They kept delivering my product to the wrong address, and each reschedule adds on weeks to the wait time. To top it off, it's impossible to get on the phone with them and you have to physically go in to the store to speak to a representative. Apparently it's their policy that they may ignore phone calls if the employees are preoccupied with an assisting a customer in the store. What's funny is that when you go to the store, there are multiple employees standing behind the customer service desk on their phones dilly-dallying. If you need an appliance ALWAYS buy from HOME DEPOT or BEST BUY instead."

"My last review magically disappeared: Falsified appliance inventories/availability and delivery dates. Corporate intentionally understaffing store, leaving their staff and customers in disarray. Good luck trying to get help when something goes wrong, nearly impossible. Received a badly dented appliance on a Friday morning around 10am, delivery subcontractor said to get in touch with the store to arrange replacement, and before 2pm for next day delivery. He said “they do not answer the phone though, so good luck.” When calling the store, they just let it ring, put you back on hold, let it ring, then at about 15 minutes just pickup and hang up on you. Sat through about 4 cycles of this and ended up just driving to the store, arrived while phone was just ringing away behind the desk. Customer service desk had ONE attendant working with about 9 people in line. I spoke to a woman who took my info around 11am, she said she would contact me when the truck came back, and I could get replacement the next day. She never called me back, and my online order status was now showing a delivery date 17 days away! I then entered back into their phone system nightmare, about six 15-minute cycles of being hung up on after ringing, for about two hours before driving BACK to the store around 5:45. Showed up at around 6:15, same state at the customer service desk, but with about 15 people in line now. I had to be somewhere by 7:15pm and was ready to walk out the door when I asked for a manager. Manager was very nice and helpful as I was nearly in the state of tears trying to deal with this nightmare situation that had been going on since 10:15am. It was nice finally actually getting a sense of compassion and apology for my situation. She did pull some strings so that I could actually get the machine I ordered but delivery is now 3 days away since my HOA restricts deliveries of Sundays and the deliveries had already been routed for the following day. I addressed the blatant state of understaffing and she said that the higher-ups said that they have an appropriate amount of staff and aren’t hiring. I was not offered any form of compensation, and I walked back in after leaving to see if I could be offered a gift card or something. Didn’t think it was unreasonable for my inconveniences of now having to lug my stuff to a laundromat to have my kids stuff washed for next week. All I was offered is a $100 refund to original form of payment. A $100 refund for almost 8 hours of my time on a Friday two weeks before Christmas is downright dirty. Not to mention the hours I need to take to PAY ($10/load) to do my family’s laundry since my machine is now delayed an extra 3 days (now 30). Sorry Lowe’s, you have to pay to play, especially in the Hawaii market. The fact you are choking out your customers and the poor overworked people you have to squeeze your numbers is shameful. If you can’t afford to do business in Hawaii then pack up and leave the market. UPDATE Day 3: The story from before gets worse now! Around 7pm here on Sunday, the night before I was promised delivery tomorrow. I logged online to check my order status and it was showing December 23rd. I ended up speaking to the same manager again and she said “someone from the warehouse was supposed to call you.” They didn’t, I was told that they did inventory and now they’re missing TWELVE MACHINES from what it said they have and that they have no more left now. How do you lose track of TWELVE APPLIANCES?! Meanwhile, online it still said they had 3 to order for same day pickup. Falsified inventory/availability displayed online + selling products you don’t have with bogus promised delivery dates is a predatory practice. Just DON’T order from here, read the other reviews, this scheme is their standard operation. UPDATE Day 6: Running out of room to continue my story here, it gets more WORSE! I’ve spent almost $100 at laundromat this week. Replacement is not coming until first week of January now. After I asked, they are lending me their display model until the new machine arrives on-island."