Lowe's Home Improvement

We ordered a patio set which are scarce this year. We paid for delivery but they only sent one of three boxes. Customer service said they would refund and collect the single box. We complained to the manager Peter who scoured inventory and found the missing pieces at another store and had them shipped to us.

They lure you from their website saying that they are having a clearance blowout sale and then when I went to the closest store they told me that each store has a different clearance section. I have never heard of a retail chain having different prices for the same product and not honouring that price for the customer. In a world where stores are price matching one another, Lowe's is not even consistent with their pricing within their own stores. I am only giving 1 star because the store associates were kind.

Hany from appliances was outstanding; it was an absolute pleasure to discuss with him surrounding our purchase. He had loads of helpful info about the appliance and was quick with info regarding stock and helping us weigh our options. We also purchased new hoses for the appliance so that delivery and install could go off without a hitch. He was about the only saving grace with our experience. We had to call three times with regards to the delivery as we never received a follow up phone call the day before. The day of arrival, we were told that they wouldn’t install the machine because the plumbing was old unless we paid more money and signed a waiver because our pipes (which we had redone and inspected three years prior) “were old”. All in all, dealing with Lowe’s is fine, but dealing with delivery is incredibly shady. We’ll be sticking with Home Depot for our future needs.

I want to give a shout-out to a young man by the name of Saje! What an exceptional team member you have. I was at your store on Friday night and Saturday morning trying to finalize some patio furniture and he was there both times patiently helping me. He not only went out of his way to get answers to my questions, but he assisted me all the way from selection to payment to placing the large box safely in my car. What a pleasant, helpful and kind young man. Thank you, Saje! With your wonderful approach to this job I can tell that you have an amazing career ahead of you, no matter where you decide to work. Best wishes.

Astonishingly horrendous customer service! I ordered a closet door on the website. It was supposed to take about 2 weeks to ship. The night before I was supposed to receive it, they emailed me and told me there was a problem with shipping and canceled the order and told me I have to place my order again. That pushed back my project by 2 weeks. I called the customer service line to complain. The agent acted like it wasn't their problem, but finally deigned to give me a 10% discount on my next order. So I placed the order again and added a couple of other things I needed. When I called them to apply the 10% discount to my order, after keeping me on hold for half an hour, they told me I couldn't use it, because some of my items were on sale. The original agent conveniently forgot to tell me the discount only applies to regularly priced items. Rest assured I will never order anything from their site again.

On December 27, 2021, my husband and I visited Lowe’s store located at 3270 Harrison Crescent Burlington. It was the worst experience ever. We wanted to buy an electric smoker as a New Years’ gift for the whole family. Before coming to the store, we did our research and found a brand and model that had great reviews. In addition, we saw that the best price for this item was at Walmart (Masterbuilt® 30-inch Digital Electric Smoker, Model MB20070421, $348). We could order it online and get it on January 4 th but this date is after New Year but a lot of big chain stores have price-match policies, so we first checked which store has this item available in stock. The closest one was Lowe’s Burlington, we drove right over there. Here is what happened at Burlington: Store was almost empty, smokers were on the shelves. We came to customer service to pay and told them that we wanted to get price match with Walmart. The girl that was working in customer service immediately told us that according to Lowe’s policy, they are not doing price matches with online prices. It was surprising to hear because we were always buying a lot at Lowe’s and always did price matching, always with an additional discount of 10% without any problems. So, we asked this young lady to show the policy (maybe something changed…). She looked in a binder and brought us papers. The printed material was their 30-day Return Policy that had nothing to do with the subject of discussion. Maybe because we have an accent, she decided we don’t know how to read, or maybe she has reading problems? So, she gave us these useless papers and ran away. Since her behaviour was kind of strange, we opened Lowe’s policy on our phones and when she came back we showed her that their policy works equally for in-store and online prices. She looked a little bit lost but agreed, however, the price will be calculated as online price + shipping cost according to her. My husband asked what the reason for this is if we are here and taking it ourselves. But she insisted. It was strange to hear, but it was written on Walmart’s ordering page that they have Free curbside pickup and Free Standard Shipping. We thought that we were all clear now. Then the “manager” comes into the picture. Manager Glenn approached us restating what has already been said, that according to Lowe’s policy, they cannot do any price match. We gave him the policy so he can show and explain to us where it is written on their online website. Oh, this is where he got very angry and upset and could not control himself. He starts screaming that now he doesn’t want to talk with us at all, that we should leave the premises otherwise he will call the police. We are 50+ years old, both highly educated and working as engineers in very respectful companies. This kind of behaviour we have never seen before! I took pictures of the board with the workers’ names who were working in the store this evening and Glenn was continuing to scream “Leave the premises immediately or I am calling the police!!!”. People around us were shocked, nobody could understand what was going on. I thank him for his “good service” and promised to file a complaint. He did not care about it. He was very confident about himself because he is the manager. We thought maybe the policy did change but was not updated online. We drove to Lowe’s Hamilton to see if the “new” rules applied… We spent about 20 minutes there, bought the smoker with the price match and a 10 % discount, had a very nice and friendly experience with customer service and concluded that what was going on at the Burlington location was unacceptable. Glenn, if he is a manager was acting extremely immature, the staff seem scared of him. Also, since we do have an accent, he did not show us any respect which showed he might be xenophobic and the worst part he set this terrible example to his underlings. In my opinion, a respectful company like Lowe’s can not have these types of people on their team because he is damaging the reputation of the store.

Went to the store today and picked up these two plants that were on sale. The one plant came up $16.99 with the cashier and the one that was supposed to be $1.00 came up $2.99. Cashier asked if I had pictures of the signs. She said she’d need code. It was too small on my pic so my daughter had to run back to take a pic. Cashier was nice but shopping for a deal shouldn’t be this hard, update register to include sale items.

So impressed with the level of customer service. I will definitely be back. I was there this evening and I needed some coal for the BBQ but the one I wanted was up on a skid on the top shelf. Customer service was assisting me in finding it, another young man came by and said he could grab it with the forklift and assured me it was no trouble. So grateful for their help. Regrettably I did not get their names but wanted to give them a shout out! Awesome experience at this location. Thanks for going above and beyond!