Resolved
Randy S Jfc

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Verified Reviewer
| map-marker Calgary, Alberta

Resolved: Terrible communication and poor delivery

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Updated by user Dec 02, 2023

Company fixed the issue and I have been provided with apology. Talked to a different store manager and she resolved the issue immediately and got our product delivered within a few days.

Original review Nov 02, 2023
We ordered a vanity at the Lowes Sunridge location Calgary. At the time of purchase it was in stock and were told it could be delivered within 7 days. 8 days from the date of purchase we were informed it was out of stock and we would have to wait another 2 weeks. Had we known all of this at the time of purchase we would have got something else.
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Preferred solution: Deliver product or service ordered

User's recommendation: Shop anywhere else other than Lowes

Tanya S Tdz

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Verified Reviewer

Defective patio door warped bent lock

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I ordered a patio door at the cost of $1892. I waited my five weeks for be delivered on June 9 my installers install the door on June 10 to find out after installation that the left-hand patio door was completely warped, would not close and a slam against the frame upon further investigation.

He also realized that the locking mechanism on the left-hand door was completely backed when I called those customer service for ordering online I was given the runaround offering a 20% discount which at no cost was going to help me out with a defective non-usable left side of the door. I have called over six times.

Sent three emails asked for my claim to be escalated with very little customer service and support. You guys have no problem charging my credit card so quickly but to get any sort of help is absolutely disgusting from such a large company.

I appreciate some customer service and support in regards to my claim and I have over 21 pictures to shows the extensive damage of the door

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Loss:
$2500

Preferred solution: Price reduction

User's recommendation: Don’t buy from lowes

Darren G Lmp

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Verified Reviewer

Consumer complaint for warranty exchange on hot water tank

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On June 1 late in the evening my water tank that is under warranty started to leak and I called AO Smith the following morning on June 2 and was give a RT number to have my whole tank exchanged under warranty. I was instructed to take the sticker off the tank and write down the RT# in order to start the warranty exchange process.

On June 2 I went to Lowes Milton where the product was purchased and gave the sticker and RT # to a plumbing associate to arrange the tank and warranty exchange. I advised that I could only pick up the tank on June 4 so it was securely stored for me.

On June 4 I picked up the tank with my technician from Lowes Milton and unpacked and brought it to the house. Moments later my technician realized I was given a natural vent water tank, instead of a power vent water tank. So I called the Milton store and was transferred to ASM Roshan, but he was to busy and did not care or understand the dire situation I was in and was told to call be around 12pm when another manager was on duty.

I decided I am not waiting for a phone call and wanted to discuss in person so I brought the tank back to Lowes Milton and went to customer service to speak with ASM Roshan. Roshan insisted this product was not from Lowes and was purchased from Canadian Tire. I explained to him that AO Smith confirmed it was purchased from Lowes and to come to Lowes only. I explained that I am not going to another store and start this process all over again because now I am wasting a lot of time and money for your associates mistake on procuring the wrong water tank initially.

ASM Roshan said there were no 50 gallon power vent tanks in stock only 60 gallon. He said I could buy the larger tank and get a credit with the exchange. I strongly disagreed with this approach because I am here for warranty only and I should not be suggested to buy something else instead. I advised I needed a tank today because my family had been days without hot water, and getting the wrong tank to start was not my fault.

Roshan stated that I should have checked before leaving the store. I am not skilled in the plumbing trades so why is your ASM blaming me the customer for his associates mistake. Blaming the customer is a pathetic excuse to shift the blame.

I was then sent to Lowes Vaughn because a tank that matched was available. So I drove across town to secure a new water tank.

Once I got to this location, I was asked to show the warranty # and card and I said Lowes Milton kept it for record. I initially was not allowed to show them a copy and they needed proof of the original. First Lowes Vaughn said I needed to exchange the tank with them, then they shifted and said I would have to buy the new tank and when I return the old tank then I would be credited. At this point I had enough, I spent all day travelling across town to secure a water tank and was getting told different messages the entire day.

I flat out refused and said just have your ASM email Milton to get the original. After much deliberation, the ASM finally released the tank to me and I did not have to return anything.

The entire customer experience was terrible from start to finish and extremely exhausting. I was fed up with the countless mixed messaging from both stores.

This is not how to treat a customer in a dire situation and blaming me for not checking the product is absurd and unprofessional. You have lost a customer and I wont be returning to shop at any Lowes due to the unprofessional and inadequate training and lack of communication.

Sincerely,

Darren Gigliozzi

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Preferred solution: Apology

GEORGE D Neh

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Verified Reviewer
| map-marker Gloucester, Ontario

Online order processing for ever, no customer service

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Ordered 3 things online ( all in stock from Ottawa store)

8 days later still no pick up email just processing.

Phone always busy and only idiotic replies over and over by email

Hello,

We sincerely apologize for any inconveniences this may have caused.

Thank you for your patience and understanding and thank you for choosing Lowes and staying healthy.

If you have any immediate questions or concerns you would like addressed, please feel free to call us at 1-88*-***-**** or start a live chat with one of our agents at Lowes.ca

Thank you,

Izuwa

Lowes.ca | RONA | Réno-Dépôt

Customer Contact | Centre de Contact Client

T: 1-88*-***-**** | 1-86*-***-****Avoid!

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Cons:
  • Terrible service

Preferred solution: Want get ASAP what I ordered

Anonymous
map-marker Edmonton, Alberta

Elimination of standard check-outs

I just returned from a shopping trip to Lowes (Signal

Hill Calgary). I am handicapped and on portable oxygen.

I had just spent around 3/4 of an hour shopping with my list. The floor staff was friendly and helpful.

When I went to the front of the store to check out, all the regular checkouts were closed, leaving only the self-checkouts available. I asked a staff member about this, and was told that this was a management decision. I then asked to speak to the manager.

He told me that Lowes was phasing out all their regular, manned tills. I said that I protested this action. He said that there was nothing he could do, so I took all my items from my (motorized) cart, and put them all on the service counter, and left them. I had spent enough time picking the items, and was not going to waste any more of my time putting everything back.

This was my form of protest. I have no intention of being an unpaid employee of Lowes! The manager did not even offer to have someone help me. I told him that I would be taking my business to a competitor.

He just shrugged.

On the way out, an employee stopped me and told me that she was glad that I stood up to the manager. I Imagine that I'm not the only customer that feels this way.

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Anonymous
map-marker Brampton, Ontario

Need a part for Rimax shed

Yes we are still waiting to contact the company we were told to contact. Telephone number given would not go through. Agent said she tried to connect us and we were disconnected. Emailed her back and still waiting for response. It's a small simple piece that was broken and we want replaced. Just didn't think it would be this hard. Not sure I would recommend this website.
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Anonymous
map-marker Brampton, Ontario

Need a part for Rimax shed

Lowes customer care gave us a phone# to order the part directly from the company that made our shed, only to get # no longer in service
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Anonymous
map-marker Guelph, Ontario

6 canceled orders

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when orders placed online product was listed in store .Wasted my time later to say not in stock but relisted it later again ? orders 100****/ 3894,6143,4436,7335,4949,6880 ,l feel you ow me a credit for my time over and over
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Vito I Cmx

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Verified Reviewer

Horrible service @***.ca!

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Over the years use to make purchases in the store with No problems.

Last week made attempt to purchase on line only product from lowes.ca-THE worst experience ever!!!

1.System limit on items that you can order!

2. Absolute nonsense with inventory- updated by vendor??!!

3.

No follow on status of order- have to find out yourself!

4. No providing tracking of order by carrier!

5. Order canceled and money still not returned to account!

All of the above is absolutely different at Rona, where I paced absolutely same order and RECIVED within 48 hours!!! What a service.

And one out 3 orders that canceled by rona- money returned within 24 hours of cancelation!

I will never ever buy on line from Lowes!

Rona only-Very professional!!! D

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Loss:
$2800
Pros:
  • Non
Cons:
  • Everything else

Preferred solution: Full refund

User's recommendation: Do NOT buy @***.ca go Rona instead!

Boby C Mcr

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Verified Reviewer
| map-marker Toronto, Ontario

2022**** - Customer Service Dissatisfaction Feedback - Lowe's Home Improvement - Sarnia, ON

Hello Lowes, I was wondering if you could help me direct my feedback towards someone who is responsible for customer service or customer relations. I just wanted to provide some feedback based on a recent interaction with a customer service representative which was rather negative to be frank.

Perhaps the individual was just have a bad day, we all have bad days, but I was told to take my business elsewhere when I just wanted to inquire about the availability of a product over the phone. The individual identified himself as "Bill" the "Manager on Duty" at the Lowe's Home Improvement in Sarnia, ON.

To conclude, I am not frustrated with this interaction but rather disappointed at how the conversation turned so negatively, so quickly.

Bob

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User's recommendation: Stay away from Lowe's in Sarnia, ON

David W Rct

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Verified Reviewer
| map-marker Calgary, Alberta

Ordering on website

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Updated by user Nov 18, 2022

Even this sucks goes so far and that’s it

Updated by user Nov 18, 2022

Nothing even this site sucks

Updated by user Nov 18, 2022

Nothing yet

Original review Nov 18, 2022
You know i finally canceled my whole order, tried ordering 2 items from the website, when I put in my address, it kept saying please put in appropriate address and province, it kept saying also we dont deliver to PO Box, it also kept separating my address I put in saddlehorn drive ne, so frustrated I tried the chat, and whoever Koran was, was absolutely no help whatsoever, just said screw it, and will order what I want from one of your competitors, Ive never been so frustrated and ticked off, I thought Lowes was a good place to order from, but guess not
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Cons:
  • Website sucks

Preferred solution: Would like to get a response that will help with this issue, and a apology

OBay M

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Verified Reviewer

No happy

I purchased a plant that was on clearance online I went to pick my idem up I was told that they didn't have none in stock. when online it said they had two in stock but come to find out when I went to the store they had more than two and I was told by the manager that I couldn't get the plant because it wasn't the one that I purchased on line obviously Lowe's had the order numbers messed up or something but they give a guy a manager's position when he can't make no managerial decisions.

now he should have just let me get the plant that I purchase for the same price.. If I was you I would never purchase nothing online from Lowe's..

the one in Oconee in Georgia.. so disappointed in lowe's..lowe's..

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Preferred solution: Let me get the plant that I want it for the same price..

User's recommendation: Do not shop with Lowe's online...

Dave Y Ijy

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Verified Reviewer

Loews not allowing to return dead mums

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I bought more than $50 worth of mums in early Sept and some of the them are dying within 2 weeks. I water them all as scheduled, as some of them are dead. I wanted to return the dead mums worth $32. I called the Mavis and Bristol store and they won't allow me to return the dead mums. She said they would allow returns for perennial plants, but not the annual plants, which the mums are. This is not fair. I believe I have valid reasons for the return. Now I know, I'm not planning to buy any plants from Lowes anymore.
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Loss:
$32
Pros:
  • Listening hopeful
Cons:
  • Lack of warranty

Preferred solution: Full refund

User's recommendation: Don't buy any plants from them anymore. Warranty is not good

Shanik Dum

Garbage company deserves a review

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Horrible company I will never spend another dollar at Lowe's again customer service is a joke bunch of untrained unless employees I would rather spend my money at home depot
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Loss:
$1000
Pros:
  • It was close by
Cons:
  • Everything else

Preferred solution: Not much Lowe's can do for me now

User's recommendation: Go to home depot

Heather v Adi

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Verified Reviewer
| map-marker Cambridge, Ontario

Issues returning a defective large appliance

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We had a Maytag washing machine delivered to us on May 28th and on June 11th it quit working. On June 14th we had a repair technician come to tell us the capacitor was broken and it would take 3 weeks to get the part in.

Since we only had the machine for 2 weeks, we I called Maytag right away to see if we could have a replacement. After spending over an hour on hold, a supervisor advised we would have to wait for the part as the warranty only covers repairs, not replacements. I suggested we take the machine back to Lowe's where they have a 30 day return policy and the supervisor said that was a good idea and then Maytag would deal with Lowe's directly. Simultaneously to this call, my sister in law who lives in the second unit in our home and is part owner of the washing machine was calling the manager, (Rob), at Lowe's in Cambridge.

Rob said to have the service for the replacement part changed from our house to the store address and then they would give us a new machine. My sister in law called The Appliance Pros who had serviced the machine and they said that we couldn't ask to change the address, but if we returned the machine to Lowe's they could call for service from there. Finally, in the evening, we borrowed a pick up truck, disconnected the washer, loaded it in the truck, drove 22 km to the Lowe's in Cambridge and went in to initiate the return/exchange. The first person we met with said they wouldn't accept the return, we asked to speak with someone else and the next person said we needed a return authorization number from Maytag for Lowe's to accept the return, (which we were not given).

Finally, half an hour later after the second person spoke with the manager, Rob, they reluctantly agreed to do the exchange and luckily they had the same washer in stock so we could go home with it. We were incredulous that this was not an easier process. We had a defective product that we were returning with the receipt after 2 weeks, we should have been able to do so with no questions asked. Why as customers should we be responsible to deal with customer service at Maytag for a return authorization number?

We essentially paid Lowe's to have a defective appliance shipped to us and then had to load it onto our borrowed pick up truck, drive it back to the store, load a new one onto the truck, drive it back to Guelph, bring it back into our laundry room and re-install it all at our own expense?! We spent half the day on the phone with Maytag customer service and the management at Lowe's and then another 2 returning and exchanging the defective appliance.

It would be appreciated if we could be compensated in some way for the unexpected poor customer care we received. Thank you.

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Loss:
$200
Pros:
  • Appliances in stock
Cons:
  • Poor post-purchase support
  • Terrible customer service
  • Terrible service

Preferred solution: Let the company propose a solution

Sylvie G Qxk

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Verified Reviewer
| map-marker Orleans, Ontario

Unsatisfactory customer service

I purchased new doors and windows last year and they were installed in November 2021. Thé patio door was installed on the coldest day of the year!

The installer is a sub contractor of Galetta construction from west end of Ottawa! I hope I spelled it right. Everything seemed to go well but Almost immediately I felt cold air coming in through my brand new patio door from a couple of areas. it took awhile before they came to inspect the door because we needed cold weather for them to see where and how the air was coming in ..they tried a few things to fix the air coming in even placing blue painters tape and thought it would fix the problem..

really!! The manufacturer wanted me to make a video with a lighter showing the draft coming in.. I thought this was just ridiculous, it is not my responsibility to do their job! The manufacturer never did come and inspect the door but said they would replace it Ok I said thats great Ill wait for your call.

After waiting and waiting for a response I Was the one who reached out to Lowes and Galetta for an answer. This is totally unacceptable customer service. Lowes and Galetta construction have lost my confidence in their service.. I paid $3200.

For the installation and service on this door and I demand an answer or a credit, i still havent heard anything from either of them ..

totally not impressed! Sorry

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Preferred solution: Full refund

User's recommendation: Dont have Lowe’s install your windows or doors!

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