Lowe’s Home Improvement

Worst sales experience of my life. Order was cancelled for no valid reason. Each time I asked corporate why the order was cancelled, they gave three different answers, two of which were untrue and one of which (store error) is most likely but still has not been clearly apologized for. I will never shop at Lowe’s again.

The Lowe’s in New Carrollton is the absolute pits. But then again, look at where it’s located and look at the employees who are hired to work there. Never can find someone to help you and when you do, They know nothing. They never speak to you and never ask if you need any help finding something. This store needs to be demolished and replaced with a Home Depot.

Worst delivery experience I’ve ever had. Washer/​dryer was backordered, so waited a month — fine, that happens. Delivery crew came, took a few cursory measurements of our stairwell, said they couldn’t get the washer/​dryer upstairs (where all the hookups are). But: they claimed they’d be able to get a four-​person crew in to get the appliances up «no problem.» They took the appliances away.
Called Lowe’s delivery manager, Michael, to reschedule. He said he’d get it taken care of, move it up the ladder, and call me back. Call never came. Took me a few days of calling back to get him on the line again, and he said his delivery company refused to deliver.
They brought the appliances back and put them in my dining room. We had to pay a moving company $ 250 to get them upstairs — which they did, with no issues.
Michael promised to refund me the price of the stacking kit (about $ 40) for my trouble. That refund never came. When I called back, it took him ten minutes to find my invoice. He then promised they’d «mail a refund or gift cards to the house.» Weeks later, those haven’t come yet either. Not sure if he’s lying to me or just incompetent.
No delivery, no installation, lots of wasted time on phone with hard-​to-​reach delivery manager who promised me they’d do something for me and never did. Would never get a delivery from Lowe’s again.

Ordered a heat pump water heater. Asked for it to be delivered, along with an internet order of parts needed for the install. Heat pump arrived in store on schedule, but it went downhill from there.
Lowe’s New Carrollton promised delivery to my house on Friday 11÷13÷15. Did not happen. Then Lowe’s promised delivery on Saturday. Did not happen. Then Lowe’s promised for «first delivery Sunday». Arrived at 3pm Sunday. Store told me that delivery was handled by a third party so there was little they could do to rectify the problem. Seems like that is a bad business model to a) hire the wrong third party, and b) not have an alternative when things go south. Also: delivery cost me $ 75.
Parts order as delivered was incomplete (missed 3 of 12 items) so I had to go to Home Depot to get what I needed to complete the job. Thank gawd I was doing this install for myself instead of for a customer…
Competent delivery of building supplies: This is an obvious opportunity for Amazon. I’ll try HD next time.

I recently placed an order for a washing machine on the Lowes website. I’ve heard good things about Lowes, so I decided to place the order with them. Apparently, this was the closest box store, so my order was assigned to this store automatically. I live in DC.
If you can help it — do not order anything from here. The whole order was a disaster. The machine was on back order and when it was finally received, someone from the store called to arrange delivery. I gave them my preference; I was told they would call to confirm mid-​week. Sunday night, I got an automated message saying that my machine would be delivered the next afternoon so I scrambled to be able to meet them. I also spoke to several representatives to get the delivery of the machine moved but any subsquent appointment would give me an 8 hour delivery window until the night before, so I decided to keep the appointment. I waited the whole day, the crew came to deliver but they didn’t bother calling me. They left a notice saying they missed me, even though I was home. I spent much time on the phone trying to figure out what happened, and it took awhile to figure out what they meant to deliver were just the accessories. The machine would be delivered at another time.
When the machine was delivered, it came damaged. The manager offered me a $ 100 refund, which I accepted as the damage was cosmetic. I had also paid for 5 year service agreement so I knew that the risk was low to me. It’s been 2.5 weeks, and I’ve yet to see the credit appear on my credit card despite 2 reminders to the manager. A second manager called to tell me that he processed the rebate and I should see it within 24 hours. (***Update*** When all was said and done, it took over 3 weeks for my $ 100 credit to show up on my card.)
Their delivery company is a 3^rd party contractor called XPO. The delivery men that delivered my machine were a nightmare; they are the least professional people I have ever met. They damaged 2 walls in my unit, as well as ripping out the closet door to the laundry closet. They did not re-​install the door and I don’t know what they did with the hardware. Prior to delivering the machine, they argued that the machine wouldn’t fit. Mind you, I’m an engineer and I was very careful about my machine selection. I measured and re-​measured the space. The delivery man had highly deficient math skills and swore up and down the machine wouldn’t fit. I bought a machine with a 28″ depth and my space had a 30″ deep pan, with several more inches of clearance in the front and back. Actually to be technically correct, my machine was 27.5″ deep and my pan was 30.0″ deep. The man said it wouldn’t fit. When pressed he said he needed 2 additional inches in the back to accommodate the pipes, so he needed 33″. (I responded with «28» + 2″ is 30 not 33. If you need 33″ that’s 5 extra inches”. I kid you not, when I mentioned this to him, he replied. «yes I need 2 extra inches, so 35» No joke he mentioned a longer length than he originally mentioned.)
We argued back and forth for a bit. He didn’t want to deliver the machine, but then he agreed he would deliver but not install. I argued that I paid for installation and that he needs to install it. He argued again that he had 8 years of experience and that it would not fit and that he would not install it unless I found him 2 more inches of space. (He was a complete asshole). I made space by cutting into the drywall, and by the way — IT WAS NOT NECESSARY. The man then complained I was taking up all his time and he had other deliveries. I told him that I did half his job by removing the old machine myself and hauling it downstairs. He countered with — «Oh, that would have taken me only 5 minutes.»
Anyways… the space I had was perfectly fine, as I figured. Buuuuuuuuuuuuuuut I had to deal with more crap from the deliverymen as they were hauling it upstairs. As they carried the dryer to the space, the deliverymen kept arguing with me about the fit. To give you an example of the arguments, there was a step in the way preventing them from sliding the machine into the hallway. I told them — PICK THE MACHINE UP BY 15 INCHES so you can clear the step! I had to show them it was only 15 inches with measuring tape. It was completely ridiculous. They were the worst delivery men I have ever had. The company agreed to provide me an Amex gift card to fix the damage to my walls, but obviously it’s a complete hassle. And the amount they agreed to give me (which is what I asked for as I didn’t want to be greedy) is not worth any of this mess.
I repeat. DO NOT ORDER ANY APPLIANCES FROM LOWES. THEIR THIRD PARTY DELIVERY COMPANY, XPO, SUCKS!

We purchased a gas stove from Lowes. Every employee we dealt with during the purchase was great. Then came the install. Turns out new gas stoves have to have an electrical outlet installed behind the stove. No one told us that. Then the stove (Whirlpool) had a barrier built on the back which did not accommodate the gas pipe. The contractors who installed the stove told us that the city would send an inspector to approve the install and I had better get the electrical installed before they come. Now I am stuck with a stove that can’t be pushed back flush against the wall. My house is for sale and buyers go by the stove like it’s the worst install ever and walk away from the house.

I bought a dishwasher from here. If you need a dishwasher right away, go somewhere else. It is taking at least 3 weeks for delivery and instal (maybe longer if they can’t get their act together). Too long for me. We’ve had to speak to someone 4 times just to reach someone else who can schedule. You can’t buy and schedule at the same time. Ugh. Voicemail phone tag is not customer service in the digital age. Also, they charge some fee called a «historical fee» for DC historical areas, which no one in the store could explain why. No one in DC requires the fee (or at least, after multiple google searches and browsing gov website I can’t find anything). The fee just sounds bogus. I agreed to it because I got the impression that installation could happen quickly and I didn’t want to shop around. I regret purchasing from Lowes and will buy clothes washer and refrigerator from someone else. Wide selection and availability of Bosh raises it from one star to two.
Update: had to drop it to two stars. They can’t make it this week, and for scheduling next week they can only commit to a day, «because it is so far in advance.» They will call the day before to give me a 4 hour window. Boo to horrible service. By you Bosch elsewhere unless you don’t work and like to sit around your house all day waiting.

This is an update. Lowe’s is even worse than originally rated. Too bad there is not a sub «0» category for service. Lowe’s subcontracts delivery to a company called XPO. XPO can’t manage a simple schedule much less a supply chain. The boast a «two hour time frame» as a selling point. In reality they don’t meet the two hour timeframe. It is now one hour past the latest possible delivery time and they still have not arrived. DO NOT trust Lowe’s if you want timely delivery!!! My original review: Lowe’s promises but does NOT deliver. I purchased a refrigerator on line (actually by phone). They promised the store would deliver the next day. Unfortunately they did not follow up to see that the store would or could do that. They did not! I called. They offered the obligatory «I apologize for the inconvenience and appreciate your patience» BS but no further compensation. I would like to take all my rotten food back to them. If they would have been honest, I would have made other plans. Bottom line: Buyer beware. What they offer to do can NOT be trusted!

I made a unplanned visit to Lowe’s on Saturday. My husband sent me out to get some ice melt. While I was out I stopped off at Lowe’s because there was a sale on paper towels and trash bags. Got to the store, I asked the greeter where I could find those two items. He directed me, but once in the aisle there was no signage for the sale items. Of course, I didn’t have my sale circular since I didn’t plan on stopping. Went back to the greeter to see where I could look at a circular, but there were none at the front entrance. The greeter asked the lady at the customer service — there was none. I was told to check at the registers — NONE!!! A young lady asked the manager who was walking the aisle, she told the young lady there was nothing on sale!!! Needless to say no paper towels or trash bags.
Working in retail:
1. There was always a store copy at the customer service desk
2. All workers had a sale circular on our person, just in case a shopper needed to ask questions regarding the sales item
So my lesson for the day, always take your sale circular with you to the store and what ever you, don’t ask the manager — there is nothing on sale !!!
This happened on Saturday, February 21 morning.

I’ve been a customer of the New Carrolton story for many years. Everything has been great provided all I need is simple and off-​the-​shelf. Buying appliances has been a whole other story. Every time I came to the store or called to check up on the status of my appliance delivery, I was told a completely different story — sometimes by the same person. One minute, my order was special order (nobody told me that). The next minute, one item was out of stock. At one point, I was even told that part of my order was shipped to another store across town and I’d have to deal with them. It’s no surprise that delivery was a mess. Repeatedly, I had to call their delivery service and installers to coordinate. And this was supposed to be turnkey! The delivery service even showed up with my refrigerator and didn’t even try to bring it into my kitchen — they wouldn’t remove the doors! So we had to order a different one (same exact dimensions!) which meant that my discount for buying a suite didn’t apply. Never again.

The delivery company sent $ 75 in Lowes gift cards to make up for the inconveniences caused. This is above and beyond expectation, and greatly appreciated.

Just have to review a second time, another pleasant experience with this Lowes. Had a portable dishwasher go out and bought from Lowes online. Turns out it needed to be special ordered and there was a delay getting it from the manufacturer. The manager at Lowes emailed me several times to keep me apprised of the progress over the weeks. The delivery robo-​call was just what they said about delivery time, giving a two hour window. The two drivers were super courteous and efficient. They unboxed the appliance and carried it just where I wanted… total elapsed time three minutes. Way to go Lowes. Lowe’s is Good Neighbor in a sea of Gotcha’s …we have to support them.

Had a great experience getting a kitchen backsplash installed. They were courteous, highly professional and thorough. The backsplash looks great and the installer (Jay) was very pleasant to work with. I would highly recommend them. The in-​store rep (Marissa) was great as well. Picked up a charcoal grill for $ 129 which I priced at a competitor for $ 199. They have a much better selection than that of other stores.

I am continually disappointed with the customer service at the Lowes. I have always been a customer of Home Depot and I thought I would branch out and give Lowes a try.
Unfortunately, after a month of mishap after mishap, I am still amazed at the poor customer service that I have received at this store.

I wish zero was possible. They screwed up my delivery then failed to return my calls to resolve the problem and were indifferent about rescheduling the delivery they screwed up. i took off work to get the delivery, which was screwed up, and they couldn’t schedule me with a window of time for redelivery, only a full day, meaning because of their screw up i had to take TWO full days off not one. You’d think they’d offer a discount for my trouble or make an exception and give me a time window to minimize the negative impact of their mistake — NOPE

I went into Lowe’s New Carrollton Md on Saturday 5−31−14. I was looking for a lawn mower. After asking a Lowe’s employee for help, he said he would call someone to come help me. 25 minutes later I was still standing in the lawn mower aisle with no one in sight. So as I was leaving I ran into the manager and told him how disappointed I was and that his store had just lost a sale. The manager just stood there looking at me like I had two heads.

Waste of time. I just wanted a propane exchange. I waited 20 minute for less than 2 minute job. I paid and went out to the propane & waited for 5 minutes. Went in there complain and still no one came. Did that every 5 minute then I demanded a refund for lack of service; finally someone show up. Waste of time. I would rather drive 20 minute to homedepot

Even as an Atlanta native, with slight bias and affinity to Home Depot, I did like this Lowe’s location. I make the analogy Home Depot = Walmart and Lowe’s = Target. Meaning the selection here is a touch nicer, but more specific and limited, and of course more expensive. The store was extremely neat and well maintained. Staff was helpful. I wasn’t thrilled that some items listed on their website as being in store weren’t actually in store, but outside of that I would return if I needed to.

Now that I’m no longer shopping at that other mega-​hardware store, I am happy to say that Lowe’s was a refreshing and mega step up the ladder. Even though they were understaffed, those in attendance were attentive, helpful and professional.
The young lady in the doors department, Marion was her name, was on top of her game. She understood me even when the term I used was «doohickey!» Awesome! And then, once I had my marching orders in terms of the new storm doors, she aptly and ably sent me to the aisle where I could find window well covers. Wow! Knows not only her job, but where other items are in the store too! Woo Hoo!
I will continue to shop at this Lowe’s. A bitter harder on the gas tank, but well worth the cost to have efficient and friendly service.

I ordered my ac unit online. Quick and fast checkout. Customer service line was long but the clerk moved quickly. The store was clean and neat. Will visit