Lowe's Home Improvement

Appalling and disgusted by service. We bought a 10k custom kitchen from this location and I am furious with them. They told our general contractor that the kitchen was arriving so he tore out our kitchen, what they didn’t tell him was that the key cabinet piece was not delivered as well as a part was damaged. We have been waiting almost three weeks now for one piece that no one can find and we are still without a kitchen. I have a 6 month baby and a 2yr old toddler at home, having no kitchen is making taking care of them extremely difficult. We have spoken to management and they keep telling us that they will call us back by this date and no calls. Know that if you shop here you will not be valued as a customer at all considering we can’t even be contacted back. If I could give negative stars it would be a negative 5 stars. Horrible, horrible customer service.

We would Iike to preface this review with the statement that we have had a longstanding relationship and loyalty to the Kitchener Lowes (previously Rona). So much so that we would go out of our way to ensure materials and goods required for our projects, were purchased from this location if at all possible. We have experienced minor issues and inconveniences from this store from time to time, but always opted to overlook them out of loyalty. Currently we are working on a second storey addition project. In that project a special order kitchen was purchased from Lowes. Due to the current pandemic, delays were expected, accounted for and planned around. We were pleased (as were the homeowners) to receive a notice that the delivery of the kitchen was scheduled. The project shifted to accommodate said delivery and installation of the kitchen. When the kitchen arrived it was missing 3 major components of the kitchen subsequently resulting in a delay in installing the kitchen. At no time was it communicated that these components would not be delivered with the rest of the kitchen. We made multiple attempts to locate and determine when the remaining aspects would be delivered as the homeowners were now without a kitchen. These attempts were made with Lowes and AMJ Campbell (the delivery company) and obtained no resolution. The homeowners (our clients) contacted the new store manager (Andrew) on December 5, 2021 to attempt to mitigate further delays. We and the homeowners were advised by Lowes multiple times they were trying to figure things out and someone would be in touch. No efforts by Lowes were made to contact us about these issues. Finally on December 22, 2021 the homeowners made a final attempt to resolve the matter, by way of an in person discussion with Andrew the store manager. Andrew instead of making an effort to remedy the issues caused by his company decided it would be in his best interest to blame the kitchen installer (our company) for the mix up. The issues were not caused by miscalculation or not ordering adequately. It was caused because a partial custom order was shipped. The lack of communication, initiative to follow through, despicable customer service, followed by Andrew's blatant passing the blame maliciously against one of his clients, just lost his store a loyal and active client. We will no longer be making purchases for any of our projects from this location. The mix up with the delivery was frustrating but the manner in which the issue was addressed was deplorable.

Slow customer service desk. Also I purchased some plants from the garden Center, they forgot to give me a discount from the code I had and then I asked if they could just return and repurchase with the code and they said no go to customer service desk so I wasted about 20 min because of their fault.

Awesome service. I came from Woodstock to buy a planer. And the guy who helped me was nice. It was his second day working there.

Raphael in the lumber department was very accommodating and knowledgable. He made sure we got the product we need and got us the best price by suggesting different products. Thanks Raphael and thanks Lowe's!

Editing my review after seeing their treatment of customers who order online for in-stock pickup (on items listed as in-stock). Giving false information to customers, sending them to other stores to pick up the item, which was not in-stock at the other store either. Only to come back to the original store to see other customers checking out with the item that they had not been ordered online after being told the item was not in-stock and they couldn't fill our order forms days prior.

Best Lowe's! The customer service desk associates are kind and helpful. The rest of the staff assist you whenever you need them. Best delivery staff as well. Got a kitchen sent and the delivery people brought it to the area I needed and they were prompt as well so didn't need to wait around for it.

This is the hardware store I go to most often as it's handy for me. I could travel a bit farther afield to visit a Home Depot or Home Hardware, but this location generally has everything I need for most projects/repairs to home. Never have I had an issue with finding what I need, pricing or availability (if it shows in stock online, it's 100% accurate). The store associates are of no help to me, but I don't hold that against them - they are just trying to do their job, I don't expect them to know everything. Very friendly though.