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January 2024 by Henry M.
This is a big store with a better selection of goods "IMO" than that other hardware chain store. I was pleasantly surprised when I spied gas riding lawnmowers in front of the store. "Now I know where to go when mine gives up the ghost, but I digress, I came in to get tie downs, rope, and plastic covering to secure a mattress I put in my truck bed..... I walked up to an employee and asked him if he knew where I could find the items I was looking for. His response was immediate... Isles three, five, and 13.... Now that's what I call knowing your products and store!! I can't tell you how much time he saved me "probably at least an hour" trying to find the product on my own. Bottom line I was very impressed by their customer service and the availability of products some other hardware stores don't have.
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October 2023 by Lew J.
I used to choose Lowe's over Home Depot, and still prefer them for some things. Their refusal to honor craftsman tools warranty though is the latest chapter of Lowe's loosing their regulars. craftsman brand mechanic tools used to be the best for a certain price. largely due to the warranty. but now when you take something in that you bought, there at the same exact Lowe's, that doesn't work, they point to a sign that says call craftsman. total BS.. I won't be buying anymore items I need to depend on Lowe's having integrity or honor of a warranties promise. They change the rules after a purchase is made.. see the new sign posted in a place where you dont get to see it until it's too late.. at the customer NO service desk.so far Home Depot does honor its warranties. if they stop, Ace hardware or Amazon is the last hold outs without spending Snap-on prices.
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August 2023 by Jaime O.
This pace is a disgrace. All the employees look like they hate their life's. There is no customer service nor accountability when they make mistakes. Even the employees at customer service are worthless.
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August 2023 by Maria A.
When it came time to buy a dishwasher at this location we had no problem. We spent a lot of time in the store waiting for the clerk to input all of the transaction information. But, the clerk neglected to tell us that we needed to keep every document of the transaction for the product, in order to access the warranty and repair services.Seven months later, our dishwasher broke and we called the store. The clerk could do nothing more than refer us to their Customer Care department. The Customer Care department are individuals who state they are contractors and do not have access to records past three months of the date you call. The two Customer Care service reps I contacted gave me different information and did not know much about the repair process or documents needed to present for repair. They were not able to look up our transaction like we were told by the store clerk. In fact, they had two different outcomes. Neither one of them was helpful. One of the Customer Service reps found our information and was able to tell me the date of my transaction but could not tell me if I would need to have a copy of the receipt for services. Later the same day, another other rep stated she could not search that far back. She stated there were no notes from the first call when I was given the date of purchase. The broken dishwasher is under warrantee but without the actual or copy of your receipt you cannot have it serviced. I found this out by calling the appliance service center. I called back and pleaded to one of the service reps in Customer Care to help me obtain a copy of my transaction and she refused stating that she did not have any authorization or access to the process for this type of a referral. She also refused to connect me with a manager. Total time spent on this 1 1/2 hours, not counting the wait time of over 15 minutes for each call. Total time over two hours with no results.We will never, ever buy a major appliance from Lowes again due to the lack of customer service and training given to the employees. Their Customer Care system is weak.We ended up calling a local repair service, which was less expensive than what the repairs would have been through the brand's repair services, without a proof of purchase or warrantee.We have zero confidence in Lowe's fake Customer Care department. I looked online and there isn't an option available to file a complaint. Like I said, last time we purchase any high ticket appliance from Lowes.
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July 2023 by Rebecca D.
My experience was underwhelming. The customer service was lacking, and the store seemed disorganized, making it difficult to find what I needed.
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July 2023 by Bryan R.
Horrible Service had to wait in the heat of Gilroy using Curbside pickup for like 15 minutes - i ended up just going inside and looks like they were just chatting when i got to the inside pickup area. I was then told they cancelled one of my items as it was sold before I got there (I purchased it just two days online before I had to pick it up).
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June 2023 by Maryann G.
Lowes sold us a cracked toilet but it was a hairline fracture so we couldn't even see it. Then after we had our bathroom floors redone TWO times bc of the leaking water issues that were initially believed to be due to a faulty rubber ring, but weren't. They did nothing for us except return the toilet. And yes we purchased all the flooring from them- which they loaded the wrong pallet on our truck and that wasn't realized till we got home- had to go back- it was a heavy load- they then charged me for the right pallet and took days to refund the wrong one- not my fault btw! And it wasn't a cheap order! All of them! We go to Home Depot now and have not been let down yet.
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May 2023 by Marc M.
I recently purchased a home in Gilroy. I decided to add wood lament flooring over the carpeted areas in our new home. They had a wide and well stocked area for there flooring products. I was able to purchase everything I needed that day all in stock. This store is super clean and well organized. There tool area is awesome. Huge selection of power and hand tools. Also got a great new grill for the backyard. So far no complaints been there 10 times in the last week. All the employees I interacted with were very friendly and helpful. I feel Lowe's is more geared for the customer not the contractor.
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April 2023 by Jennifer E.
We want to express our gratitude to Michael in the garden department. We went in yesterday, April 2nd and were impressed by how courteous and efficient he was. Then, after we paid for our items, he followed us out and loaded 10 bags of mulch into our car. Wonderful service that was much appreciated!
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February 2023 by Lee R.
On Feb 7th, I purchased a new refrigerator for Lowe's. They had it delivered from a third party the following day. When I plugged it in after removing all of the tape and wrapping, I noticed it made a funny sound in the top freezer compartment.Sounded as though the fan motor behind the back wall of the unit was rubbing against the plastic cover. I called the store but could not get anyone from the appliance dept to answer the phone, so I drove to the store and spoke with a guy who worked in that department and made arrangements to have another one sent to my home. The next day a truck picked up the unit and said they had to take it back to the store to verify that I sent it back before a replacement would be sent to me. A few days went by and nothing. Again I called the store and no one would answer the phone in the Appliance dept., so again I drove back to the store only this time I spoke with one of their assistant managers, Jordan. He said he would make arrangements for another unit to be sent to me the following day. That didn't happen. A few days later I finally got a replacement, only to find that the replacement was defective as well. Dented on the side. Again I went to the store and spoke with yet another assistant manager who said he would replace it again if I wanted. By this time I only wanted to get the amount I charged on my credit card put back on my card. The manager said that they had to receive the refrigerator back to the store before that could happen. So today they are going to come and pick it up. Now I have to make sure on my next credit card statement that I was given the credit.I wasted 9 days, three trips back and forth to Lowe's, and still no new refrigerator. Talk about frustrating. The managers I delt with were very accommodating but the end result is they have poor customer service. Very frustrating process when you need to exchange an appliance. I will continue to shop their for items other than an appliance.
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January 2023 by Francesca A.
Every time I have been to a Lowes I asks for assistance and no one ever comes to help me I wait and wait I asked for help numerous times today I asked to speak to a manager they never called back on the customer service phone.. unfortunate Lowes is closest to my house.. I will now drive farther to a Home Depot this place is pathetic
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September 2022 by Raymond L.
The woman working was following me around and calling other workers on a walk-in talkie accusing me of stealing when I didn't steal anything when I couldn't carry what I wanted to the front of the store I was looking for a shopping cart she called someone to call the police for no reason probably just because I'm black
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September 2022 by Danielle P.
I usually have a horrible time in hardware stores but today I had a project to complete for my kids and I went in not knowing much about what I needed. I found Jesse in the lumber area and man was he a life saver. Helped me find what I needed at a great price and get me out the door in under 15 minutes. Helped load everything into my car including propane, which can be a total pain, and I drove away stress free on a holiday weekend! What??? Huge shout out to Jesse. You made my day. Thanks man!
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July 2022 by Robert Hawkins
Hardware/home improvement store that has everything you need/want for anything related to your home
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June 2022 by Alvaro A.
Worst hardware store I've ever been to. Waited an hour to get something from the top shelves and I end up leaving. Talk to a few workers but this guys just don't care and I can heard a bunch of workers on the back laughing. I hate coming to this store, I only go there when Home Depot doesn't have what I'm looking for.
