Lowe's Home Improvement

Jess

2024-05

If I could give 0 stars, I would. This Lowe's has the absolute worst customer service!!! I've been trying to place an order online for a specific product three times now. Every time I order it, it gets canceled. The reasoning was because the item was out of stock, but online it stated it was in stock.I called this morning to see if the item was in stock, as the website said they had 16 to avoid having the item cancelled again. I spoke to someone in customer service, and she transferred me to flooring. The phone rang for 3 minutes straight; no one picked it up. I was transferred back to customer service three times since no one answered. The customer representative didn't even have the decency to speak to me and let me know no one was available. She just kept transferring me back to flooring.I had to leave the office to drive all the way across town to Lowe's to find out for myself if the item was in stock. I proceeded to the isle that the website told me it was on. I was there for maybe 2 minutes, and I found the item I have been trying to order just fine! I turned to walk towards checkout, and they gated me inside the isle!!!!!!! There were three associates around that I could see, and the person who gated me inside the isle is a real piece of work! How dare you do that to someone without letting them know?!?!?!?!?!?!?!?! I had to crawl under the side of the gate, where an opening was, just to get out. RIDICULOUS!I cannot wait until Home Depot comes to Charlottesville because they may actually care about their customers! I'm going to speak to my President and CEO to cancel our pro membership account and let them know they should shop elsewhere while they are doing renovations on their house. Word of mouth is everything, and I will be sure to spread the word!

Nathan Kilduff

2024-05

Place is a mess. There was more product on the floor behind the shelf than there was on the shelf in aisle 14. The stuff that was on the shelf was scattered and disorganized.Their website said they had 6 of the item I was looking for in stock. They had none in the aisle and bay the website indicated and the price on the shelf was $20 higher than advertised online. Tried to find someone to ask about back stock and price-matching but couldn't find anyone for 45 minutes. Just decided to leave.Edit: Went back for something else and there was a noticeable attempt to organize the aisle mention. Gave them an extra star for following up and seeing a change. Still seems to be difficult to find assistance, but that's what I've come to expect from a big box store.

Bennett Acuff

2024-05

Had a great experience at Lowe's this past weekend. The staff, including the General Manager, were incredibly helpful. Was looking around at grills and they got me taken care of. Knowledgeable, helpful and incredibly responsive.

Clay Baldwin

2024-04

This Lowes is just waiting for a lawsuit. Their prices are consistently higher at the register than on the shelf. I spent 30 minutes at customer service trying to get them to match their own price. They asked me for proof and I asked them to walk with me to where I got it and they said they couldn’t. Finally got it adjusted to their own price from the shelf ($1 less) but man they gave me a hard time. You can see $5.98 on the shelf and my receipt says $6.98.

Evan Kiernan

2023-12

*addendum** Lowe's commented below and instructed me to call to find a resolution. Spent 45 minutes on the phone, majority of the time on hold, and was told by the local Charlottesville installation team (by associate and manager) that there is no resolution to be made. They informed me that they will not make an exception to their policy. I stand with my original post.**Lowe's did backsplash work for me 2 years ago. Went to remove a plate to swap an outlet and found that the tile for all 5 outlets were covering most of the boxes, making it impossible to get new outlets into position. Went to Lowes and they gave me a phone number to call. Lowes and the contracting team refused to fix this because it was "out of the warranty window"... That's not a warranty issue... Thats poor workmanship. Will never ask Lowe's to install tile again.

Betsabe Maldonado

2024-04

This one star is given to one of the employees who is in charge of wood cutting. He showed he was angry and start throwing the pieces of wood his name is Carlos and giving attitude just because I asked to cut some pieces for making a project. He was trying to intimidate me because gave me eyes of anger. I didn't look for costumer service to complain or ask for an explanation. Because the only thing I asked was to do his job.All things in the store are great and I would give 5 stars but this was an awkward situation what this guy made me feel. I hope I received a reply from the store.

Mike Taylor

2024-03

This store is a disaster. Don't know whether it's a total lack of care and attention, or a deliberate swindle, but items are frequently mispriced, and when you call them on it at check out, they act as if it is YOUR fault. "You picked up the wrong item", or "It may be displayed in the middle of the aisle as a special offer, but our computer says that offer ended yesterday". Sorry, but the psychic brain waves aren't working. If the price has changed, it's up to you to mark it up correctly. In the most recent insult, I went to buy 30 yellow pine fence pickets, which were priced at $1.98, and I picked them from the bay where the website said they should be, and with a tag below the stack saying $1.98. At checkout, they rang up at $4.75 and again, it was my fault - you have the wrong item. When I took a manager to the stack, he couldn't have been less helpful, "Somebody put them in the wrong place". I'm a homeowner. I typically buy what I can fit in the trunk of my car, so (I hope) I'll always pick up the examples of price gouging from the handful of items that I have, particularly when the price more than doubles. But what about the contractors who buy dozens, or hundreds of items?

david roberts

2024-02

Evelyn and Bert went above and beyond to make sure. I received my door that I had special ordered months ago and make it happen. And I finally got my door thanks to these 2 i highly recommend them.They are well-educated and know what they are doing. Thanks guys

The Chandlers

2024-04

Recently, the C-ville Lowe's apparently decided to charge people for scrap lumber left over in the cutting area from other customers. Some person in the returns area quoted me a price for scrap that ended up being more than a larger, new board would have been lol. I declined and just bought a whole new board for less. Sometimes I wonder what the store management is thinking.

Hunter Ware

2024-05

I ordered items from the store same day delivery and they haven't showed up 5 days later. People should know that in this case online support can't cancel the order and the store will not call back or cancel. So you pay but get nothing.

eseliga

2024-04

Always a great experience especially in contrast to the Charlottesville Lowe’s which is always oddly in chaos. The people are the returns desk were incredibly helpful and lovely. I always love visiting the garden center and I know it’s going to be a great experience if Elizabeth is working that day!

John Doe

2023-05

Ordered a craftsman toolbox from this Lowes. When we went to pick it up they loaded it into my truck and the box was extremely damaged. We got the item home, started to unbox it to find it was damaged and inoperable. There was a dent in the top that was large enough to prevent the top tool box from sitting properly. Something had hit the front of the tool box in shipping that pushed all of the drawers in and wrecked the slides, some drawers would not open and some made a screeching sound. We brought it back to the store within an hour of pickup. It amazes me that they let this thing out of the store in the first place, looking like the box did (much less the damaged item). Don’t shop here.

Greg Goodson

2024-03

I live halfway between the Zion Crossroads and Charlottesville Lowe's locations. Yesterday I purchased 6 sets of blinds at Zion Crossroads location. Came home and found two of the blinds were damaged before opening the box. I went online and ordered two replacements for in-store pickup at the Charlottesville location. In doing so, I found out these same blinds (same model, color, everything) were $11 cheaper at the Charlottesville location than the Zion Crossroads location.The kicker is despite these stores being close by, they don’t price match between stores.After back and forth between Lowe's customer service 800 number, talking to various managers at both locations, the only way I could get this price match would be to drive to the Charlottesville location, purchase the 4 blinds at the Charlottesville price, then drive them to the Zion Crossroads location, present them with my receipt, at which point they would have given me my $11 per blind price match.I’m just a guy trying to save $44. I tried resolving this over the phone through corporate, and through both locations over the phone, and in person at the Charlottesville location. Everyone’s hands were tied.Instead of resolving this over the phone in 5 minutes by giving me a $44 refund, they wanted me to spend 3 hours in my car. Finally, the manager at the Zion Crossroads gave me the go-ahead to dispute this with my credit card company, so I did.Lowe’s corporate: do better. Your automated phone messages state “we always want you to be satisfied with your purchase” and “We value your opinion”. As a loyal customer to Lowe’s, I’ve never had to jump through loops and gotten such a headache trying to save a buck. All store managers and customer service reps said this policy is bad but they couldn’t do anything.

Zanny

2023-05

Friendly and impressive staff. All my questions were answered by someone well-trained. The store is very well organized and they have some great discounts

J Smithe

2024-04

I love this Lowe’s. Been going there for 10 years! Great experience every time. I’m surprised at all the negative reviews. This is an excellent store.

Daniel Butts

2024-03

Lowe's is the go-to place in Charlottesville for any pro contractor. Pricing is competitive, Stock is usually good, and customer service is great ( Personally I think the Pro Desk is more friendly than the return center, but they are all pretty good 👍. There are a couple of items that seemed to be slow to restock, for example a Flex tool package was on sale but out of stock. I checked every week for almost 2 months and wasn't back in stock until after the sale expired. Not any of the employees' fault though. Lumber at a place like this is never top notch, but totally fine if you have the time to look through everything. Go to a lumberyard for your wood and Lowe's for everything else and you'll be set! If you are a pro member and spend over $1500 here you will get 20% off your purchase!

Clair Apodaca

2024-01

Just returned from Lowes. There were no cashiers available. Lowes FORCES you to self checkout. I was told by a crabby employee that if I wished to be checked out I had to go to customer service. I did and was checked out. Customer service was not happy but they were polite. But then I had to go through self checkout to leave the store--I was sure someone would stop me believing I was simply walking out. So that was stressful. Why would Lowes want to add to my stress? Hire cashiers--we've all read the horror stories of self checkout.No, after all this, I won't return my cart to the cart station.

Shaquail Clark-Dance

2022-05

I went here for plants and a dryer hook up. It was very easy to find everything. The plants had all the information I needed attached to them. You also can go online to find exactly what you’re looking for.They take very good care of the plants

Pat Bowman

2023-12

Note: My original review was a One Star rating.UPDATE EDIT:Lowe’s Did Respond (see below the original response) and their Customer Service Department contacted a department in Lowe’s — and They Did Make It Right!Now That Was Indeed Customer Service.As a result, they deserve a ⭐️⭐️⭐️⭐️⭐️ rating for following up.Thank you.Original Post:This is Directed At Lowes for a product they have.Minute Key— we had 4 keys cut at Lowe’s and in trying them out, the First Key We Tried Stuck in the Lock— AND WOULD NOT COME OUT.We had to call a locksmith to have it removed at the cost of $175! Yes! $175! 😳Tho Lowes was “helpful” at the customer service desk, they Deflected ALL Responsibility to the Minute Key company…who accepted ZERO RESPONSIBILITY for their Defective Machine, but did say they would return the $12 cost of the keys.The locksmith shared this happens A Whole Bunch with Lowes customers who use Minute Key.Lowes Knows This Is An Issue.Minute Key Knows This Is An Issue.Neither corporation wants to accept responsibility.!!!!BEWARE!!!!

Amy Lang

2021-05

Horrible I am attaching photos of a counter top install done by Lowes of Charlottesville, VA. 3 times installers tried to do this job and attached are the final pictures from a current renovation. I reached out to the countertop department to not hear anything for 2 weeks, to finally speaking with my contractor sales rep who had a manger call me, who in return sent photos and the installers notes that the template for the back splash was incorrect that was done by a Lowes Representative, to now hear there is no discount. Myself nor any of the other 3 contractors I work with or the property management copy I work for WILL NEVER USE ANY LOWES..... I am so disappointed in Lowes. I WOULDN'T EVEN GIVE THEM 1 STAR BUT YOU HAVE TO GIVE SOME RATING

Bobby

2024-04

Well I did like Lowe's , but now you have to pay $1.99 extra to pay your bill, so I'm not ever shopping there again, let's see who needs who, home Depot sounds good right now,

Lillian Russell

2023-05

BUYER BEWARE! if you are thinking about contracting with Lowe's in Charlottesville, Va. to build a deck, I recommend you find another company to work with. I personally spoke with a Lowe's representative on May 25, 2022 and signed a contract on June 8, 2022. The stated building start was either July 25, or August 5, 2022. Here it is December 31, 2022 and there is still no deck on my house. However, there are four holes in my backyard since October 26, 2022. Most of the materials were brought on November 26, 2022 however, the item that was needed for installers to begin, collars of vinyl to wrap around the 4 posts, was not included in the pile of deck materials. There is still NO ETA of the needed materials. No one has called from Lowe's since mid-November. They do not answer the phone or call back when they say they will. Items are not delivered when they say they are to be delivered. Very little follow up from Lowe's. I've been told multiple times issues would be solved but they are not. I have made the initiative each time. I am making the phone calls and I have been to Lowe's twice in person speaking to a manager on one occasion and an assistant manager another time. All the deck materials that were delivered over a month ago and taking up half my driveway are still sitting on my driveway, untouched! Such poor customer relations!! As a senior citizen, a woman, and as a 21 years military spouse, I think and feel that I have been taken advantage of over the entire course of this poorly managed project. They are not reliable on the local or corporate level. It seems that their business motto and practice is predominately "ignore the customer and maybe they will go away." But yet they still expect for the customer to pay the bills. Lowe's should take full responsibility for all that has happened and not happened. I am most disappointed in the lack of business ethics. Explanations, apologies, and restitution for this complete fiasco is expected. Signed, very disappointed former customer. Never again will I contract with Lowe's.

Cris Baker

2023-05

Helpful staff answered questions accurately. Had the items I needed in stock. Might get the new shower stall system for an apartment remodel. But that's for another day. Really cool customer truck out front. Not a Lowe's vehicle but I had to post it because the stripes are so cool!

TIlda Morris

2023-12

I went to the Charlottesville location looking for a specific flooring and there website showed 25 in stock. When I got there the older lady in the flooring department was very rude and did not seem interested at all in helping me find the flooring I was looking for! I gave her the item number and it showed 25 in stock but not the exact location of it in the store! Her response was " I don't know where it's at but I can call you if it turns up! I explained to her that we live far away and couldn't come back and she just said well thats all I can do! Would not go check while I was there and just flat out rude and disinterested in doing her job and helping me!

R

2024-02

Why do all the employees give you a look of disgust and contempt when you stop them to ask a question? It's like you just insulted their mom or something. Terrible customer service. Can't wait for Home Depot to open.

varunamal

2023-10

I went to return some damaged products today. I had bought those using Lowe’s temporary credit card online (I bought on the same day I applied the credit card). I didn’t receive my physical card within 15 days so I had to call, cancel, and reorder another card.When I went for my return, Gerald from customer service was extremely rude about it. He was saying “I can’t do anything now… why did you cancel the card…”. I told him that I didn’t have any other option since I didn’t receive the card.There are very nice and helpful employees there but unfortunately guys like Gerald as well…

Jay

2024-05

Gage is very nice and helpful. He is very knowledgeable with appliances and has a great attitude!

Neysa Wilfong

2024-01

Charlottesville Lowes is so much better than most, really good service, good availability. For a big box store, great.

Anissa C. Kindred

2024-05

This location never answers the phones. Apostale (?) is a manager at this location, but is very unprofessional.

Michael Richards

2024-02

Reasonably well stocked. Hard to find someone to ask questions of but they do a good job helping out once you do.