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January 2024 by Michelle L.
Recently purchased a door that cost about 4k. It was special order. They measured wrong the first time and had to reorder. When it came the second time it had scratches and was not painted in areas. The installer told me that they sent a touch up pen. I told him there was no way I was touching up a door that cost this much with a touch up pen. It should have been painted properly and inspected better by the store. I told them to forget reordering it and I would look elsewhere or have my current door refinished. They just told me that I have to pay a restocking fee of 20%...are you kidding me for a damaged door. I don't believe this is ethical or appropriate. Why should I have to pay anything when you bring a damaged or imperfect door to me? The manager said he is trying to help me by ordering a new door or I pay the fee! How is that helpful and why would I be so dumb as to order a third time??? Go elsewhere!!
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November 2023 by George G.
DO NOT order online unless you have the money to be charged double. after getting them on the phone they SAY duplicate charges happen and one will be dropped off 5-10 business days after order is fulfilled(whatever that means. I freakin already ordered it and paid. isn't that fulfilled?) but in the meantime they still took out of my bank an extra $400. Also they advertised a certain deliver day and now after I paid and ordered the date changed a few days later! I only ordered it because of the delivery date worked with my schedule and now it doesn't. I knew I should've never shopped at Lowe's. false advertising everywhere! Never again.
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August 2023 by Larry B.
Horrible customer service. Went to garden center to pick up a few things and saw some concrete bird baths on a pallet clearly marked with the price ($46) After I checked out all my things I noticed I was charged almost ten dollars more than price shown. I showed the person that had just finished the transaction. She told me I would have to go to customer service. So I take my flat push cart with this heavy concrete bird bath all the way from the garden center through the front doors to customer service. Wait in line with two or three people in front of me. Worker was only one working and as I approached she answered the ringing phone and was talking and motioned me to hand her my receipt. I pointed at the bird bath she nodded her head as she knew what I was trying to convey to her. The then proceeded to return all the things on my receipt back to my account hangs up the phone and says just leave cart there. I then tell her I just needed to be charged the correct price for the bird bath ($46) She scans it and says I was charged what the barcode says ($56) it should be. I tell her of the pallet and the clearly marked sign. She then tells me to go back to the garden center and take a picture of it. So I walk back out take a picture and return. Now another person being helped wait my time in line then show her the picture. She says I need to ask a manager and calls a manager who tells her she is on a forklift and will be there in a few minutes. I then move out of way for more customers Manager shows up and looks at picture and says it should ring up at a higher price ($59) that was on another pallet and a young man "helper" corrects her and says I looked them up on line and they show the price ($56) I was charged not the higher price ($59) the Manager stated. So then she turns to me and said you were charged the correct price don't know why the sign stated they were cheaper and walks off.
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August 2023 by Theresa M.
My fiancé and I recently moved to Texas from Anchorage, Alaska. We visited Lowe's in New Braunfels several times purchasing a washer & dryer, a barbecue grill, a tool set, among many other items. On each occasion, we were assisted by awesome customer service reps: in particular, Tom, Cody, and Nekova. These gentlemen were so friendly, a wonderful assistance, and made us glad we were new residents of New Braunfels. Thank you very much, gentlemen!
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July 2023 by Doug J.
Owner of a construction company locally here in new braunfels. Spend several 100s of thousands a year with them. Just spend an hr waiting on glass cutting services to be told they dont cut project cuts. Literally have four peices of glass needed. Funny how other locations have cut several peices for me. Seems that Janaya did not want to work today. I will be taking my business elsewhere from here on out.
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July 2023 by Anthony F.
Phone left off the hook on Friday July 21st 3pm and has been off for the entire day. Called the other lowes in the immediate area and all were helpful in my questions. This location feels entitled to just ignore a corporations employee policy protocol. Paying for a phone line to help the customers they're blatantly ignoring. Wasting a businesses money to provide horrible customer experiences can't be good to the bottom line profits. Maybe look into why this location doesn't adhere to policy in regards to phone inquiries. Definitely horrible customer service at this location. I can just imagine what curbside or online order customers are experiencing. Pathetic to even know management allows this blatant lack of concern for customer satisfaction. Lowes customer service rep this day just felt that they earned a in store vacation away from responsibility. Got to love the people that are hired to stand around and figure out how to avoid on the job duties. Talk about giving pay raises. Give the customer service here a bonus and pay bump. They have definitely found a way to steal pay checks. Might as well make it a hefty one so they really reap the rewards of no work ethic.
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June 2023 by Christina E.
We were shopping for a full size battery powered Mower and compared it via the store app prior to going to the store. The sales guy we finally got to help us was extremely polite and kind. The only problem was that he said we could order a mower that was sold out, pay for it at customer service, and it could be delivered to this store for pickup in a few days. We went to 'customer service' and the lady there said, uh, "no- we don't do that here". She then paged for him by name on the intercom and we waited for a few minute. After some confusion amongst ourselves, we just decided to go to the Schertz location to purchase the model that was sold out at this store. Personally, I don't blame the sales guy. I just think that communication on store policies between associates should have matched. We don't know which associate was incorrect. - overall store kudos to Lowe's for acknowledging their veterans with a discount and designated parking areas. My father is a veteran who served before I was born. He hardly ever used his past service for a discount until a long -time family member recently told us of the many benefits he was missing -out on by obtaining his old papers and taking them to the DMV... (this rightfully designates my father as a veteran on his license). fast forward to current day- now that my father is elderly and has health issues, the front parking areas next to the handicap parking, always ensures we have convenient parking options. The veteran store "discount" only applies to non -sale items but it helps. Every little bit helps. We are grateful to any establishment that offers veteran perks. Side note: this particular store is much busier than the Schertz location. (The difference was night and day. I'll review that location later... But it was so quiet and less busy than this store. Which meant that it was very clean too.)
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April 2023 by Becky J.
Your store is less than a mile from my home so I shop there because of the convenience but I've had a couple of bad experiences lately so driving 11 more miles to Schwertz may be worth the extra miles. First of all, you need large baskets and flat carts in your nursery. Your small baskets are all stuck together and I usually have to solicit help from another customer to pull them apart. Recently, I asked one of your employees for a cart and she said, the small carts are all stuck together so you may want to go into the main store to get a cart. Really? I'm 70 and I limp because of a spinal cord injury! I park near the nursery not anticipating having to take a hike to retrieve a cart. Sorry for bothering your employee! Next, red flag. I went there a couple of days ago for some trellises. I needed 9. I told the girl at the register I needed a cart and some help. She said she was sorry but there wasn't anyone responding to her call. She told me to go into the main store and get a large cart and in other words, do it yourself. Well, since I don't work at Lowes, I really don't know how to load a cart or have the strength but it looked like if I wanted the trellises I better get them myself! So, I loaded all 9 trellises into the cart and headed to the checkout counter. Well about halfway to my destination my cart started leaning to one side. I did all I could to hold it up, but It slammed to the floor with trellises scattering everywhere. I was so embarrassed and frustrated! I wanted to scream! Why would you have a nursery.that sells heavy everything and not a single person to help! Fortunately, a very kind middle aged man and his two teenage boys can to my rescue. After that fiasco, I decided to try one more time. I found some beautiful sunflower plants and two really large heavy pots. I was in luck! Right beside the pots were two health young strong men. I politely asked if they could help me load the pots into the large basket I had to go into the main store to get and then help me load them into my car. Well, to my absolute surprise they said. We're in the middle of stocking so I would have to wait a while. At that, I thought this store is a joke! Where is the manager? Anyway, the girl that checked me out told me she would put the pots in the basket then into my car.. I sensed frustration everywhere! Could you please try harder to help your customers and the few loyal employees you have.
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April 2023 by Joseph M.
Typically, I love the store they give me my military discount and it was actually full of helpful people for the longest time. Now I can't find help at all especially when I wanna buy something that is locked behind padlocks due to the insane amount of theft, that must be going on in new Braunfels last I heard we weren't San Francisco. So thanks thieves and thanks Lowes for the knee-jerk reaction and having less employees. If you don't have less employees, then you might want to have your other employees circulate a little bit more vs being in the break room.
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April 2023 by Jesus C.
I can't stay away from this store. There is always something to do at home which makes me end up at Lowe's. Great store with lots of great items, the location was orderly and I found everything I needed.
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March 2023 by K W.
DELIVERY SERVICE is a joke - went to the wrong place, although Google map or any other map app would have gotten them to the correct location. They had plenty of time left in delivery window to turn around and re-attempt delivery but no, they gave up and returned appliance back to warehouse. Pretty sure the guys just we're open to getting off a bit early. Very frustrating to say the least, we purchased from Lowe's because they offered us a quick delivery schedule. Unfortunately, they could not deliver on their offer- literally!
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March 2023 by Doug H.
I went to Lowe's on Friday, March 3rd, to purchase an oven. Even though inventory check indicated zero we're in the store, the clerk found one in the back. I paid for it ($2,488) for pickup Saturday morning. Saturday morning., the clerk at the pickup desk said they didn't have it in stock and the receipt said "Order #." And it is being shipped from the warehouse to the store. I explained that regardless of their erroneous stock status, the appliance clerk found one in the back. So the front clerk went to the appliance Dept and returned fifteen minutes later and said they had the details in the appliance Dept and I needed to go there. So I did and the appliance clerk said they have it, but since the receipt said "Order", they would cancel the order and asked me to pay for the oven again in order to receive the stocked item. Meanwhile, Lowes would return my initial payment of $2,488 in about three days. I asked to speak with the on duty asst. manager to see if I could get a discount because of having $2488 unavailable to me until Lowes decides to return the initial payment. The asst. Mgr, Mike, sternly told me this was not Lowes fault and this was not a compensable event since they are returning my money. I argued that it is because I had to pay twice and the initial amount is unavailable to me to use. He refused again, got louder, and said it was not their fault. Well after that, knowing there were only two parties involved in that transaction and " it was not Lowes fault, then I asked if it was my fault. Asst Mgr Mike agreed it was not and tried to implicate the computer system and that they were changing over to a new system. Really, talk about extreme ownership and client relationships , it is not at Lowes. I guess that is how they arrived at their name. Thanks Mike!
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November 2022 by Sarah P.
Y'all. Last week I went into this store with the intention of getting some Duraplex glass and having them cut it for me. (Last Lowes I went to they took forever and huffed and puffed like I was taking away from their precious time; like they were annoyed). But when I asked for help in this store I was met with an AMAZING attitude by this gentleman; I think his name was Dan? He helped me pick the proper size for what I needed and cut it for me quickly and happily! I had my 2yr old son with me and he was SO sweet to him! At checkout we were greeted by I think his name was Troy? He used to work in South America that's what i remember lol! Sorry I forget the names, but he was amazing as well! Made conversation with my son and just kept a smile! These 2 gentlemen made my day! You can tell they really enjoy their jobs! Great work!
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September 2022 by Britt J.
We bought a very expensive washer and paid to have it delivered. When they delivered it they just sat it here and did not install it as we paid for. This is the second issue with this delivery service. I call the store and mike the manager was so rude. He didn't care at all. All he kept saying was I have no control over who corporate chooses. Well they were supposed to come back and fix the installation but of course never showed. They likely caused damage to our walls by their shoddy installation. The guy asked us where the hoses went! I'm like I don't know I don't install these. I am so tempted just to return this. I have had better service from dacebook on a used washer. Beware! Don't use
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September 2022 by Kathy L.
I had a very unpleasant experience today. I had a very nice associate helping me out but she had issues with the computer. She called over a team lead who told her she was wrong in a very unkind voice. Then proceeded to give me attitude because I didn't know the "discount rules". I asked head cashier Maria for a manager and she said she was the manager after I clearly seen the "head cashier" nametag. Once we were done my husband mentioned that he had asked her for help earlier and she ignored him because she was on her phone and then proceeded to seem annoyed that he was able to get her attention. I understand it may be a slow day but her attitude is not what Lowes should be representing.
