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Lowe's Home Improvement

Lowe's Home Improvement

(93 reviews)

$$

North Dallas

We were driving nearby and needed some dowel rods, so we stopped in. I have always had a good…read moreexperience shopping here. Today we parked near some special parking spots that are reserved for the various branches of the military! The sign reads: Welcome to our home, we support the Air Force, Army, Marines, Navy. One special sign designated for each branch. There is also an American flag proudly flying on the front of the store. I really loved seeing this patriotism proudly on display! Inside we had to ask for help finding the dowel rods, they weren't immediately found by the lumber area as we thought, but further down in the back middle section of the store. Walking in the store I was glad to see a huge selection of Craftsman Tools. For years growing up, I would accompany my dad to Sears to get Craftsman tools. So glad they can be found here! They also had a fun display of T-shirts! I also walked by the plastic storage totes where I saw a stack of them that were clearly damaged and broken. No one is going to buy those, especially if they appear fragile and not very sturdy. An alert associate might want to notice that and remove the damaged goods from the shelf. The associates working here that I have encountered have always been friendly and helpful. I can usually find what I'm looking for, but sometimes I need to be pointed in the right direction.

If zero stars were possible, that is what I would give the West Plano Lowe's. This was one of the…read moreworst and most incompetently handled customer-service experiences I have ever had. I brought in three unopened tools, each costing $40 or less, because the project I purchased them for had fallen through. I had my receipts and politely asked Saba whether the return could be issued as store credit since I needed to purchase a different tool and refunds to my original card generally take five or more days. He told me store credit was not an option for tool returns. Although I disagreed with that policy, I accepted his answer and asked to do an exchange instead. Saba responded, "Yeah, I told you to do that anyway." I then explicitly told him to proceed with the exchange, and he said, "Great, let's do it." While he was processing the transaction, I asked whether it would remain open while I retrieved the replacement tool and whether someone could help me get it because it was locked up. Saba looked at me as though my question were ridiculous and told me to find an employee when I was ready to purchase it. He then pressed a key and printed a receipt. When I asked why I would need to make a separate purchase when we were doing an exchange, he informed me that he had processed a refund to my card. That was exactly what I had repeatedly and explicitly told him not to do. When I asked why he ignored my instructions after agreeing to an exchange, his response was, "Because I told you that's what I could do." I cannot comprehend how an employee working at a returns desk can agree to one transaction and then deliberately process the exact transaction the customer repeatedly declined. I asked for a manager--something I have done perhaps twice in my life. Saba replied, "Yeah, I'll get him, but be prepared that he's gonna tell you that we won't do anything anyway." When the manager, Eddie, arrived, the first thing Saba said directly in front of me was, "This is the guy I told you about." That immediately made it clear that I was being treated as a problem rather than as a customer whose straightforward request had just been mishandled. Saba gave Eddie an incomplete version of events, saying only that I wanted store credit. I explained that I had already accepted that store credit would not be provided and had instead requested an exchange. Eddie looked at the receipts, realized Saba had already processed the refund, and dismissively asked, "We processed the refund back to your card. We can't do anything for you. What do you want?" What I wanted was simple: for Saba not to ignore my repeated instructions and process a refund I specifically declined. Instead of addressing that, Eddie questioned why I was returning the unopened tools and gave several contradictory explanations about exchanges--first suggesting an exchange might be possible for an item of the exact same price, then saying he would deny it over even a one-cent difference, and finally claiming exchanges were only permitted for an identical replacement when an item was damaged. I asked Eddie to show me where the receipt stated these supposed restrictions. He read the return language aloud and said, "You just need your proof of purchase." I pointed out that he was holding my receipt. He then responded, "Yeah, no. That's your receipt--you can't do anything with that. You can only get a refund with that." Saba then interrupted to tell me I could "CLICK the LINK on the RECEIPT"--apparently forgetting that this was a paper receipt. Throughout the interaction, both employees were dismissive, condescending, and unwilling to take responsibility for a mistake that could have been avoided simply by listening. Saba demonstrated a shocking inability to communicate with a customer or perform a basic agreed-upon transaction, while Eddie seemed far more interested in defending him than resolving the situation. I left without the replacement tool I needed and now must wait for the refund to appear on my card--the exact outcome I repeatedly explained I was trying to avoid. Lowe's should seriously review how Saba and Eddie communicate with customers and how this location trains employees to handle basic returns and exchanges. I will go out of my way to shop elsewhere after this experience.

Builders FirstSource - buildingsupplies - Updated November 2026

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