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January 2024 by Willie Porche
Drove over and hour to pick up a grill that I was told they have. When asked for help getting it, they lady said she can't get it because there is no help. She then went to find help, but they couldn't find the grill anywhere even though there inventory said they had 4Asked if I could buy the display, they said no. But they offered to sell me a cheap one. No I don't want that cheap one, I want the one I drove an hour for. Guess I'll spend my money at academy or bass pro shop for now on.
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June 2023 by Kendall C.
The store itself is fine, pretty normal, but I must advise against ordering online for in store pick up. The staff has been friendly and kind, despite long lines at the return, but I'm now back for my third time to pick up a fan I ordered and they somehow lost within the store. I have tried to call before coming in like was told to me by a store associate, but the phone just rings and rings. Also each time I've come into the customer service area there is a big back up for returns.
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May 2023 by Teresa J.
My experience at the Lowes located at 4551 S Laburnum Ave Henrico, Va 23231 has been the absolute worst. You may want to save yourself some time and trouble and go somewhere else. On May 8, 3023 I went there to purchase a stove and dishwasher. After the sales rep told me he would be with me once he finished with these other customers(mind you 2 reps helping 1 person) I stood there and waited. once he was done, he walked away and started helping someone who had jus walked up. Another representative could see I was frustrated and she asked to help. As she is waiting on me, another customer came up and she started helping her and told the rep who had ignored me what to do for me. He was totally confused as to what she told him to do for me. Finally, he asked her again what to do. This is just the beginning. I pay for the stove and dishwasher and was told they would be delivered on 5/11/23. I was to get a call the night before with the estimated delivery time. On 5/11/23, nothing was delivered at all. My whole day home for nothing!!! I tried calling and calling the store for an update as to what happened and when would my items arrive. The phone just rings and rings and at some point it appears they pick the phone up and hang it back up just to stop the ringing. I tried again and this day I finally got someone on the phone who said oh I see what happened. Don't worry, I will put the items together and they will be delivered to you on Friday (this is Friday of the following week). I said ok. I never got a call as to what time they were arriving on Friday so I stayed home so I would not miss the delivery. I tried calling the store again to see if they could hive me an estimated time. As I am hold over a half hour, the truck pulls up and all they had was my dishwasher. I was pissed needless to say. I was told about a customer service line so I called that number on Saturday. As I am calling that number, I am having some take the dishwasher out of the box to install it. Once the box is opened, we can see that the dishwasher has a lot of scratches on it and water is coming out of the hose all in the box. I couldn't believe it!!! The rep said that they would have someone call me and either replace the dishwasher or discount the price. I asked about when will my stove arrive and they said I can discuss that when i receive the call. After a few days of hearing nothing about my delivery, I went into the store. After speaking nicely with the rep she tried to assist but really could do nothing for me. I asked for a manager and was told the manager is at lunch. She said she is sending an email to Jessica Sherwood and Victoria Lewis. She texted me a picture of the email in which about 5 others were cc. To date no one has called me back. I sent an email myself to Victoria and Jessica and not a word. As frustrated as I was, I was always polite when I spoke to someone. However, I see why people come in screaming and upset, that's the only way you get results. I spoke with so many different reps on the customer service line since they are the only ones that answer, but I guess they are just there to listen to you, not to actually take any action. This Lowes location and customer service is the worst!! Don't waste your time buying anything from here unless you are picking it up yourself and good luck with that!! A very unhappy customer. Teresa
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March 2023 by Travis G.
I had an issue with flooring and the store manager was amazing. She was able to help me out and this is why I come to Lowes instead of Homedepot. Thank you Fatima and you run an awesome store.
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February 2023 by Kushmore James
No customer service over the phone, it just rings endlessly. I will not be using this location as I instead went to home depot since they answered my call within 5 minutes.
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January 2023 by Paul V.
Absolute dumpster fire of a store. A couple of the associates are nice and helpful, but their management is beyond useless and their inability to process orders and to promptly notify customers of potential issues is absolutely embarrassing.I waited hours for an email informing me that the order was ready for pickup, and finally tried calling the store to get an update. It rang for 15 minutes and then someone on their end just hung up. I called back immediately and after another 10 minutes, someone finally answered. They got far enough to tell me that the order was cancelled but when I asked why, they put me on hold and then hung up on me a minute later. I called back a third time and a different person answered, he couldn't tell me why the order was cancelled but said that since I paid with gift card that i would have to wait up to 2 weeks for my refund would come in the mail. I cannot wait 2 weeks, and all of this goes against Lowes company policy that the store was supposed to 1. Give me a call notifying me that they would be canceling the order, 2. Notify me once the order has been cancelled via email, and 3. Give me 24 hours to get a refund in person at the store. Instead, they took no responsibility and even still I've recieved no written notice that my order was cancelled nor that my refund is on its way. The manager on duty was clueless and apparently scared to death to field any customer service issues as the store associate said the manager was unable to speak about the issue. Now, if my $600 refund ever even shows up, it'll probably get stolen by package thieves because they won't give me a tracking number on the refund. If I could even wait for it to show up, Lowe's appliance sale ends tomorrow so it'll cost me $250 more to buy it again. Lowes corporate was useless too, offering only a 10% off coupon, which isn't even close to offsetting the higher appliance costs.The Home Depot in Mechanicsville is a much better option, I give this location another year before it goes out of business. I won't shop here again.
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April 2022 by Darrell Johnson
unbelievably poor service across many departments. orders very chaotic when there is any response at all. from supply chain to fulfillment to people just picking up the phone...absolutely horrible experience
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March 2022 by Jermaine T.
As somebody that goes to this store almost everyday the associates on all shifts are terrible and rude and nasty I would rather go to Home Depot on Mechanicsville and I just called this lowes and I was hung up on and also I waited on the phone for 7 min and still no response this store is just terrible I don't even want my family to go here
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January 2022 by Christine H.
Marques from the flooring department was incredibly patient and helpful with us while we selected flooring for our kitchen. He made sure we had all the tools we needed and guided us through the whole process. He is a solid member of the Lowe's team and deserves a shoutout!
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December 2021 by Dominick N.
This is the worst Lowe's I have ever been to. The store is one giant cluster. The staff, for the most part, is rude, they never greet you, more interested in laughing and screwing off. The attitude of some of these people in this store is very off-putting. There are a few rays of sunshine up front. I met 2 of them this evening. Made the whole experience worth while. That f@*king plumbing department is a disaster. Tell your department manager to get one of his people to organize it and do it properly. I have never been to a Lowe's this bad. The store manager needs to manage his store.
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October 2021 by Kathy B.
We like Lowe's because it's convenient for us close to home but customer service is horrible. We buy mulch and other lawn products for our business and home. Today was the 5th time this year that we had to load our purchases from the loading area We've called the store several times and never seem to get anyone to answer the phones either
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September 2021 by Nate Mize
Do not purchase appliances from Lowe’s. We purchased a brand new washer/dryer set in June. 2 have been delivered broken. The 3rd one arrived today like this.
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May 2021 by Sarah House
This store does not have enough staff. The staff was not very friendly. We waited for an hour and a half just to get someone to respond to our request for assistance in the lumber department. The employee did not acknowledge or ask us for assistance as we stood waiting for help. We knew what we wanted but the bin was empty and just needed replenished. The employee slowly took his time helping someone else before even acknowledging we needed assistance. The cashier isn’t very friendly or knowledgeable. I could have checked myself out in the time she figured it out. I highly don’t recommend this store. GOOOO TO ANOTHER LOWES.
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May 2021 by Delayna G.
I walked into the store and had to ask for help about 3 times and after waiting for about 15 minutes someone FINALLY came to help. Mind you this was AFTER my curbside order pickup was denied because they had no one to "take the stuff out" and they made me come in. I'm very disappointed in the service I got today.
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May 2021 by Mike B.
Worst customer experience with delivery. Avoid big box stores and shop local for your needs. I spent over 4k on building materials and they completly under delivered. Material never showed when promised, actually it never showed....cant get through to them on phone because nobody in any department picks up. Ugh. Terrible place. No idea where my supplies are or if they will even be delivered.
