Lowe's Home Improvement

Purchase $68 worth of merchandise, asked for a bag after checking out and got told by staff they’d need to ring me up for a 10 cent bag, I said why not just give me the bag, they said store policy. So I’ll take my average annual 500 business to HD next time, how you like that policy. A better policy is just customer centric, that’s how a real business operates.

I'd like to recognize the manager Tyler and the cashier Joselinne. I called ahead and purchased two oil heaters. I was greeted by Joselinne who was delightful and very kind. I then spoke with Tyler (manager) whom made my purchase a breeze. Thank you both for the fantastic customer service and experience.

I arrived past 7 PM on Monday (my only day off) to buy a Christmas tree. I waited outside in cold for the good 20 min, but no one was there. I tried to get someone twice, both times the employees said the outdoor department is open, and it would possible to buy a tree and said they would get someone for me, but it never happened. The trees displayed were beautiful, but I really did not like the feeling of being ignored, so I had to leave without a purchase.

Beware major appliances or online purchases from Lowes. I tried to buy a refrigerator from Lowes recently. I filled out the ship to address in the purchase process but they followed up the next day with a text stating delivery to my billing address. When I tried to change to a different local address they insisted they had to increase the price by 20% but could not state why. I paid since it was to help out a tenant. My tenant took the day off from work without pay since they had a 12 hour delivery window. The next day they said it was going to be delayed as the item wasn't in stock. I then tried their website again which showed the item was in stock at the original price I paid and they could deliver next day. Instead the next day they stated that they were completely canceling the order.

​I am a frequent customer and consistently find the selection and quality of lumber here to be excellent. The store itself is well-organized and a pleasure to shop in. ​However, the experience at the wood cutting station is a major, consistent problem. The wait time to find an available associate and have wood cut has been repeatedly around one hour on my recent visits. This is a severe inconvenience that makes quick material runs impossible. ​The lack of consistent staffing at the cutting station is an operational shortfall that needs immediate attention. I urge management to allocate dedicated personnel to this service, especially during peak hours, to reduce the wait time drastically. Improving this service is the only change needed for a perfect five-star rating.