Lowe's Home Improvement

I am writing to express my dissatisfaction and frustration with the service I received at Weymouth store, specifically concerning the purchase and attempted return of a generator. My experience has not only been disappointing but also stands in stark contrast to the high standards of customer care and service I had come to expect from Lowe's. I went into the store, and they did not have the model I needed. The employee recommended a smaller version from the same brand. Since I was in a rush and my house ran out of electricity. I had no choice but to agree to take the smaller version. Since There were two left, both of the boxes were damaged, and one was worse than the other, so I had no choice but to take the slightly better-looking one. The employee told me that the bottom of the box was possibly damaged from the water during transportation, as we both saw right on the spot. He said that if it does not work when you take it home, come back within 24 hours, and I may get a different one. Just tell whoever you are returning to what is happening. Upon receiving the product, I was dismayed to find it in a used and defective condition. The generator was enveloped in plastic wrap, which was visibly damaged, and to my shock, there was a small amount of oil leaking inside the wrap. It was clear that the item had been previously used and returned to the store. We had no other option but to run it to get started. The generator ran for 5 minutes, then the smoke came out and shut off. It would not start again. Given that the product was defective and not in a new condition as expected, I returned to the store to process a return. However, I was met with a response that was not only unsatisfactory but also contrary to Lowe's established 90-day return policy. Despite providing a detailed explanation of the situation and showing the condition of the generator, the front-end associates and the store manager refused to accept the return. This refusal is not only inconsistent with your stated return policy but also indicative of a larger issue of customer service and support. Moreover, the manner in which your staff handled this situation was remarkably unprofessional. The associates and the store manager were dismissive and lacked the courtesy and respect that customers should rightfully expect. Their behavior compounded the frustration of receiving a defective product and has unfortunately tarnished my view of Lowe's. As a loyal customer, I had expected Lowe's to honor its return policies and to treat its customers with professionalism and respect. This incident has regrettably called into question my willingness to continue shopping at your stores. I kindly request that this issue be addressed promptly. I seek a full refund for the defective generator, along with an assurance that measures will be taken to improve customer service in your stores. Your attention to this matter and a response at your earliest convenience would be greatly appreciated. I had already called customer service to explain what was happening, and they also had no idea why the store would not let me return.

I want to give kudos to Diane at the register area. I brought a garbage disposal to the self checkout line and was running into a challenge with it not scanning. I didn’t ask for help, but without a beat Diane stepped in with a smile, got my item to register, and made sure I was all set. It may seem like a small thing, but customer service these days is unfortunately a dying skill. People like Diane make me want to return to Lowe’s to purchase the other items I’ll soon need.

Ordered a mirror that arrived shattered so I returned and reordered to the store. Item was supposed to be delivered to the store Thursday. By Friday, nothing. My dad came all the way from CT with his truck to help me for nothing and I was leaving town that Sunday. Christine, the manager, was very helpful and promised a delivery for free when I got home but she was then going on vacation so she promised there are notes on the order and this would not be an issue. Unfortunately, I’ve been sent multiple auto-emails/texts as well as one direct email from another employee saying I needed to get the item or my order would be cancelled, to which I responded and never heard back. Now, I’m on hold with the store and have been on hold for over 50 minutes with what seems like zero hope of anyone bothering to speak with me. What is happening over there?? Edit 2: I’m promised a call the night before my delivery. No call so naturally I have to call them at 6am on Labor Day to find out when my item will be delivered and I’m given a 4 hour window for a store that is 6 min from me. These people can’t keep their word or respect their customers to save their lives.

I thought it would be convenient to order some vinyl trim online and have it ready at the front of the store. The store emailed that they were out of stock and suggested another product that was the wrong size. The website showed that there were plenty available. We went to the store, and they said there were even more there than the website showed - so we went to dinner while they looked, but they couldn't find them. After several more days I called the store and was told they are now out of stock. The website says different. I was also told that the store called and emailed multiple times and that basically the ball is in my court. with the exception of the initial email telling me to choose another product, there were no emails or calls. Cancelled the order and drove to the Abington Lowe's to pick up the moldings. Weymouth Lowe's is consistently crazy cakes unless you're shopping for a waste of time.

I made a purchase at Lowe's and went to pick it up, it was in my husband's name but I was authorized to pick it up. I got to the cashier and showed three women that I had a withdrawal. they started yelling at me like I was crazy, cornering me as much as they were making noise. I tried to show them that I could make the withdrawal and that I was authorized to do so, but they shouted that only my husband could make the withdrawal. Then I told them that I didn't speak English, it seems that things got even worse, because I was even more embarrassed, maybe someone was prejudiced against me because of the color of my skin, because I was an immigrant. What happened this morning was very embarrassing, I hope this doesn't happen to anyone. Unfortunately, at this time I would not recommend a store that is prejudiced against a customer. I am very emotionally shaken.