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March 2024 by George H.
I stopped into the St. Charles store on Randall Rd to get something in Electrical that was unusual. First of all, I'm no electrician and needed help. Lowes employee, Michelle, came to my rescue and spent nearly 15 minutes helping me to find what I tried to describe, as well as alternatives, with no success as what I was looking for didn't exist. But for a "no sale" that was a great effort on her part.
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October 2023 by Marv M.
Terrible customer service in the appliance dept here. The man who works in the appliance section obviously doesn't like Lowes or its customers. Heard him yelling at customers at times. Totally skip this place for appliances!
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March 2023 by Richard A.
Do not purchase any door from Lowes where they have am invested partnership with the door manufacturer. My door is under warranty and it been over a month for Lowes to try and figure out which manufacturing plant to file the warranty with. These plants pass the buck, don't respond timely with the store. I am the one calling once a week checking on the status and I get a new excuse (lame) at that every single time. Lowes never calls or emails me on an update. I am screwed not doubt with a door that is dangerously giving away and the glass is going to fall in on me.
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February 2023 by Tom C.
Lowes stole $300.00 dollars from me by not letting me return 3 items in perfect condition after 90 days. Never buy from this company.
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February 2023 by Jill M.
After filing a case with customer service, this store did send me a utensil cup for my dish drainer. Thankfully it didn't take them too long. Received it within a couple of days.
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February 2023 by T L.
I called the appliance department to determine specifications on a refrigerator that I was unable to find on their website. Francis answered the phone and insisted the information was on the website and I could find it myself. When I advised him I could not find the information he insisted it was on the website. His overall tone and behavior was belittling and insulting. This is not the standards I have come to expect from Lowes. I will be purchasing my refrigerator from another company who had no problem helping with the information I was missing.
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January 2023 by Deb S.
I can never get anyone to pick up the phone at this store. Terrible Customer Service. You can't get one question answered and when you are in the store you literally have to tackle someone because they will avoid walking past you rather than help you find something.
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December 2022 by Dan G.
We had a terrible experience with a whirlpool washing machine. Spent MONTHS fighting with whirlpool. The Lowes team took care of us. All of the staff were amazing and helpful. But Ken, the appliance manager, went above and beyond. He took care of our problem and was quick, and helpful about it. As a result of this experience (and Ken in particular) you have a life long customer out of me.
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November 2022 by D R.
Service was great. Customer assistance is helpful. Store was very clean. Liked how how the sales items are out for review.
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September 2022 by Toozy R.
I ordered 3 items online primarily because Lowe's was the only local store that carried one item I wanted. 2 days later I was notified that part of the order had been delivered to an address where I haven't lived for over a year. I called customer service and was told that I needed to call my credit card company to dispute the charges because Lowe's did not accept any responsibility or corrective action for mis-delivered items. Both customer service reps I spoke with repeated the same rote excuse with a bottom line of sticking it to the customer. "Justin", an alleged supervisor, inferred that I had changed my address online after ordering the items. He also accused me of being "vulgar" after I exasperatedly said "shut up" when he talked nonstop and would not allow me to question any of his rambling comments. It should come as no surprise that Lowe's website says NoThing about customers having the onus of researching and fixing Lowe's delivery errors. Instead of an insincere apology for "any inconvenience" Lowe's could take proactive steps such as resending the items to the correct address AND informing their customers of policies regarding miss-directed deliveries. It appears that Lowe's Corporation is much more interested in retaining $35.00 for their profit line than providing acceptable customer service. As I am currently updating my entire house I can personally verify that Lowe's Corporation has lost significantly more than $35.00 in future income.
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July 2022 by Michele C.
Just had a great experience with Neal in the paint department. He really cared about us and took the time to color match something that was very difficult to find a match for. He was very friendly and we really appreciated his help!
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June 2022 by Joan H.
I ordered 3 doors from this Lowes last year and they were installed 4/1/22. The front door and the screen door were installed without a hitch. The fire door that was installed came without the required fast closing hinges. When I reported this to my salesman, he told me that he'd have to contact the installer. After 2 weeks without the promised phone call, I called the store. I was told my salesman would call me back - which he never did. I reached Brian the following Monday. He said he would talk to the installer and get back to me. The installer had informed me that the door came in without the proper hinges. Ten days later I called the salesman Brian back. He hasn't talked to the installer yet. Says the installer is doing a big window job. A week later I call Brian again. He said he ordered the self closing hinges and they should arrive within 2 weeks. (Why don't they have them in stock?). A month later and I haven't received or heard anything about the hinges! Called the store 3 days later (Monday), Brian is not in and I am transferred to his boss Ken. Ken calls at 4 pm and informs me that he will discuss this with Brian the next day. The following day I am told that I will be getting a call from the installer in several days. Almost a week has passed and nobody has called. I guess Customer Service goes out the window once they have your money! Meanwhile I have a door that swings open and hits the wall in my family room.
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June 2022 by Denise W.
Bought an EGO lawn mower. Bob in this dept was top notch. Very knowledgeable. He owns the product and showed us how to use and maintain the unit. Helped load to the cart and the register was even easier. When we got to the car two associates approached and loaded the box into our vehicle. What a pleasure.
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January 2022 by Nicole G.
Five stars all the way. We are doing some renovations in our home and were shopping around for high quality, yet affordable waterproof vinyl plank flooring. We stopped by this Lowe's and were approached with help right when we walked in the department. Steve was our guy!! He gave us some helpful tips about the different options that they had, what was in stock, and he even gave installation tips. We have learned that it is not always this common to receive this type of genuine, knowledgeable service. Thanks Steve for being you! For the floors, we chose smartcore, which is a brand unique to Lowe's and the installation was a breeze. We are so excited with how the floors came out, the color, and can't wait to clean them ha! We recommend this brand and location if you're looking for new flooring!
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October 2021 by Jennifer W.
I used to always go to the Lowes, it was the closest to my home. I have been really surprised by the continuous terrible service. The woman who runs customer service during the day is by far the most unprofessional person. Today I needed to by a power tool and blades. No one could answer my question. I asked a woman who worked there and she did not know. This employee told me to ask some old guy running the parts area, I was warned that he can be crabby. He told me instructions are in the box. When I wanted to check out it was self scan. I tried the self scan but my one item was not marked. I went over to customer and that woman was on the phone. When she saw me standing there with al my items she said, "What do you want?" I told her I could not do self serve and she said "Why not?" I told her the plant I was buying was on sale and I did not know how to ring it up. This woman takes the plant turns it all over the place making a mess and says, "There is no tag on this, I can't scan it."I looked at her and said, "Then what do I do?" she tell tells me "Just hang on already!" After being treated consistently bad at this location I will not go back. I would complain to the store manager but I have never see them. I have sold my stock in the company. If the other locations are like this one I can't see them being around much longer.
