Lowe's Home Improvement

I live this store. It is clean and the employees are always willing to help. I just bought a washing machine and even the delivery crew was really good. They did a superior job installing everything and running the cycles to check that both water lines were running. I would go back and buy appliances again here compared to Home Depot and Best Buy!!

The store is clean, well stocked and pretty much organized well enough to find what you’re looking for on any particular visit. I went on a Monday afternoon and there wasn’t much business as I could tell. This is a good thing because it appears they limit the amount of staff on hand. Today I looked for prices to plan the construction of my back porch. The prices were easy to locate; which is a big plus because you know you’re not always so lucky to spot prices like that at many stores.

I bought a Pitboss portable grill as a gift for my sister. The order was placed online to be delivered to Sugarland, TX . The first delivery was out of the box failure so an exchange was placed and the non-working grill picked up on 1/27 and a new grill was delivered on 1/27. The 2nd grill was also not working properly upon start up so I took the grill to the store in Sugar Land for a refund. Two out of box issues is enough to no longer want the defective grills. After 25 min at the Sugar Land Lowes trying to return it, they said I had to return it to another store that is 75 minutes away. That is not acceptable. I didn't buy it from the store that far away and not about to drive that far away to return an online order. Sugar Land refused to take it and refused to give me my refund. I left the grill in Sugar Land with the return/customer service people. This is the most ridiculous thing I have ever heard of and the worst customer service I have ever seen. I have always purchased at Lowes over Home Depot but this atrocious mentality and customer service is inexcusable. I will never buy from Lowes again and I will dispute the charge with my credit card company. You just lost a very good customer.

Lowe's used to be our go to for home improvement. We recently scheduled both window replacement measurement and new carpet measurement and was planning to replace wood flooring, tile, kitchen/bath remodel, plantation shutters etc. Roy Poncio, was successful in his customer service skills as a Lowe's associate to ruin our experience. While he was successful in setting a day and time, which was supposed to be on a Thursday @ 4:15 pm. On that Thursday morning, he called my cell at 9:00 am (3X) while I was on a business call/meeting to confirm a 4:15 appointment. When I couldn't pick up on the 3rd call at 9:20 am, I texted him telling him that I could not pick up the call because I was on a business call; and that my text confirmed the time. He texted back saying that if I didn't respond to call that my appointment would be cancelled. I again texted him explaining that I could not pick up or make a call because I was on a business call. At 9:23 am, Roy sent an email saying my 4:15 appointment was cancelled. Once my business call ended, I call Roy immediately to inquire why he would cancel a 4:15 appointment at 9:23 simply because I said I couldn't answer at that time. Roy's attitude and customer service skills are laughable, he cut me off telling me that he had actually tried calling me the day before (which he hadn't) he acknowledged that he cut me off (audibly laughing at that fact); but was indifferent about putting the appointment back at 4:15 pm that day. He didn't seem to actually care how much work and money we were willing to spend with this store. However, he was more than accommodating me in providing with the name of the general manager (Irving) and associate manager, Yolanda. This sent me into a 3 hour journey through Lowe's phone tree process and no less than 10 times calling and getting hung up on with trying to get Yolanda on the line. I was successful in finally getting Yolanda on the phone, explained the situation (Roy had already informed her of our exchange and shared my text) and reiterated the plan of our spend with Lowe's; Yolanda did listen and shared that she would try to get the 4:15 pm appointment rescheduled (we were not interested in having Roy in our home to measure for those windows however) and that I would get a call back. That was Thursday, November 20th...it is now Monday, November 24th and still no phone call back; at minimum. We did go ahead and keep our carpet measurement/estimate on Friday, November 21st; but have now decided to not purchase new carpet from Lowe's after this unfortunate experience. We will go with another big box home improvement retailer or other remodel providers who are interested in taking care of their customers. Customers come and customers go I suppose, we are just one of what is more than plenty...I guess Lowe's can afford to lose this one.

Terrible service. One of their employees right out refused to help me and lied to my face about store policies. Told the manager and he resolved the issue. I come here again and the cashier can't help me with a return, she had to call a manager to input my number and find my receipt. Another man I talked to was waiting for help over 30 minutes . Attitudes and bad service overall. Do not recommend at all. Go to home Depot.