I ordered a washing machine on 1/6/22 and the drivers refused to come up my street because it was too narrow for such a large truck. Understandable. So, I rescheduled my delivery and requested a small truck to be used the second time. The small truck was the size of a UPS truck, which comes up my street all the time, they still wouldn't deliver my washing machine. I decided to have the machine delivered to my work instead and asked a friend to borrow his pick up truck and brought it home myself. That was on (1/22/22.) Done. I look over the bill and they still charged me for a haul away fee of 30.00. I hauled my old washing machine away myself. They stole 30 bucks from me! I've called a half dozen times and have gotten nothing but a run around from every employee I've spoken to. Please be cautious about using this company. read more

No More for Lowes - I have purchased two refrigerators since 2016 from Lowes. Along with my purchase I have always paid for the warranty protections for 3-4 years. The first refrigerator was a French Door Whirlpool and the ice cube maker arm continually froze up and therefore would not dispense ice. Under their warranty provisions it was determined that it was covered under the "lemon law" and I was given reimbursement and purchased a French Door GE Cafe in 2019. This GE Cafe stopped cooling on Thursday, August 31st, 2023, and I notified Lowes and they scheduled At Bay Appliance Repair for service. After a couple of visits, where I had to leave either the morning or afternoon clear, they determined that two parts were needed. On the 3rd trip out, another half day lost, they came with one of the parts but the second one was the wrong part so still not working. On the 4th trip, another half day lost, they replaced the evaporator, and after a week it started heating up again. I called and they came out two more times and decided that there was a leak and not repairable. This was on October 20, 2023. They told me they would file the paperwork on it my warranty would be utilized for a replacement. On October 21st, I went to Lowes and purchased another refrigerator--this time an French Door LG. It was scheduled for delivery on Monday, 10/30. It showed up and had three dents on the freezer. So I returned it and would not accept it. Today, October 31, I received notification from Lowes Warranty that they are now sending out Sears to repair my GE Cafe that has not been working for 2 months to determine if they will cover it under my 4-year warranty. They insist that they must send another repair company to determine for the 2nd time whether or not the GE Cafe is repairable--only after two months and my purchase of another refrigerator. I have made over thirty calls to all involved and LOWES HAS NO CUSTOMER SERVICE. I am cancelling the purchase of my LG French Door Refrigerator from Lowes and looking to purchase it elsewhere. Sales have been going on at all major appliance stores for October and they end today and now I have missed out on the reduced prices. I don't have a working refrigerator after 2 months and no resolution in sight. read more

I agree with the other one star reviews here that refer to phone calls going unanswered. I've been on hold waiting well over 15 minutes. Hung up and tried again; more hold time. Finally I got through to Customer Service. An associate who completely understood the situation (Flooring Department does not pick up the phone) tried to get me a manager, but the manager also would not pick up the phone, and my call went back to that associate (we shared a laugh about the irony). A page to the department manager also went unanswered. I wonder how crowded that break room is right now... I would name and compliment the sweet associate that tried to help, but I'm afraid the MIA managers might hold her good customer service against her. This is obviously an ongoing problem that is hurting Lowe's local reputation. I wonder why upper management has not addressed this issue... I really want to support Lowe's over Home Depot, but Lowe's is making it difficult. read more

I bought a washing machine at Lowes, Cotati in 2019 with a 5 year extended warranty. The warranty dept. takes an hour and a half or more to answer your call each time I called. I called 5 times so that is a lot of my time and much aggravation. They sent a repair service but their tech said he couldn't make the repair. He acknowledged a strange sound though. I started having problems with the washer in April of 2022. It is now May 11 and still I have no resolution from Lowes . I may just need to eat the price of the washer and cost of the warranty -- and just buy a new washer somewhere else. I did get a few years out of the washer but now it is a total loss for me with zero value on their warranty service and promise. This is a $200 Billion dollar company - SHAME ON THEM!!!! read more

I had to return a pre-lit Christmas Tree because one of the strands was out (had the tree for a week when this happened). The "customer service" lady said there were no returns of Christmas items after December 26th. I questioned the policy, stating I was not notified of this. She stated "there were signs everywhere." I asked what I was supposed to do with a tree that was defective, she told me to return it to the manufacturer, Trim-A-Tree - "they're a multi-million dollar company, they can afford it." I walked away and I heard her say to the next person (who was behind me) "it's not my fault, I just work here." I went back and told her I didn't blame her, but I question such a restrictive return policy that doesn't include notifying customers in a clear manner. She stated "there was a sign." (First she said there were "signs everywhere" and now she says "there was 'a' sign). I took the tree back to the return area and told her to keep it because the amount I'd pay to ship it back as a return would be more than I paid in the first place. I walked away, and then decided to go back in to look at her name tag so I could follow-up later. The customer she was already talking about me with said to her (gesturing toward me with a glance) "a nightmare." Needless to say, this became more and more upsetting. At this point it wasn't about the return (I'm not an unreasonable person, a policy is a policy), but the treatment I received and the total lack of professionalism, tact, and empathy. I'll never return to this Lowe's again. I hope that karma teaches this lady a lesson in human-kindness. read more

Lowe's Home Improvement - No "big sign" or "several signs" about holiday returns - Hardware Stores Near Me - Cotati, California

See all

This is for their kitchen and bath department. I told the supervisor I wanted help modeling out my new space, but with their in-stock cabinets due to all the delivery delays. He said he only had one person, but he could make me an appointment in two weeks.....so I wait until my appointment with Carol. She only sees two people a day and when I get there she refuses to model out the room unless I agree to do it with one on their more expensive products. I explain to her that I have an appointment. I made it clear what I needed when I made the appointment and that she actually had time blocked to help me. She did not care. Please don't waste your time with Lowes they don't care. read more

This location has been horrible with employees adhering to safe COVID protocols. Half the time employees are running around with mask below nose or completely off. This speaks volumes of management.....and probably lack of concern for public safety . If I see it every time I visit...surely a manager would see it in a days work. Again yesterday employees were clueless as one walked by too close considering his mask wasn't covering his nose and a forklift driver no mask at all. I had to leave the area because it just wasn't a safe Covid situation. read more

I went to Lowe's 11-05-21 to buy a washer, dryer & fridge. The fridge & dryer got delivered on 11-13-21. No washer no explanation. No hookup of the dryer as they sent the wrong part for a gas dryer. Drove from Santa Rosa to Lowe's on 11-14-21. Spoke with a manager & he had the washer deliver on 11-16-21. No hook up as something was leaking. Still no dryer hookup as I again had the wrong part. Called several times only to be on hold for 35 min & get hung up on. My son came & hooked up the washer. Today 12-10-21 I went to Home Depot & got the part & then to Lowe's to get a refund on the wrong part & to get hookup set up. Spoke with a manager. No compensation for wasted month that I've not had a dryer or for the washer not being hooked up by them!! Piss poor customer service. No follow up!! I will never go into Lowe's ever again!!! read more

This store has the worst service I have ever experienced. I ordered online bathroom tile and fixtures to be delivered. Then i received notices to pick up. I called and after 10 minutes of automated message I was directed to a representative that never answered after 30 minutes of phone ringing. This happened three times and to my contractor as well. Neither of us will ever use this store again. Traci read more

Ordered a refrigerator with the associate in-store going in back to make sure it was one they had at the store and could deliver next day 1.5 miles to my house. My 8-12 delivery window passes only to call the store and be told the order is coming from a Hayward Lowe's warehouse and they can't do anything about getting me an updated time frame. Their answer was sometimes deliveries are late and they have no answer why it went to Hayward when they have 3 in stock. No help, and when I called back to ask for the manager (Chris?) a second time I was told "no" by the operator because there is nothing they can do and then she hung up. Horrible customer service. read more

We recently bought several granite umbrella stands from this store. When we arrived home and unpacked, we found one of them cracked in half. No problem at this point, we understand these things happen. We returned to the store and waited in line for 30 minutes at customer service. The woman that helped us (small, with glasses) looked at the base and asked us "if we were sure we didn't crack it when unpacking it. Basically accusing us of the damage. We said "no" we did not crack the stand. She then stared at her computer for five full minutes. Next she got on her cell phone and walked away so we couldn't hear her. She came back in 5 minutes and said she would allow a "one time" exchange. I asked her what she meant by that, and she said she was just repeating what her supervisor said. I asked to speak to her supervisor but was told she had just left the store. She looked at her computer and said there were 5 more umbrella stands with our color in the garden department. We were told to "go find one" and them come back and stand in line again. We walked across the store to where they keep the stands and found they had zero stands in our color. We verified there were no more "in back" with another employee in that dept. When we asked if the inventory system had a mistake, he said the inventory system was "a mess" and he never relied on it. So we compromised and selected one with a different color. We went back and stood in line for 20 minutes at customer service. By chance, we ended up being helped by the same girl that "helped" us before. She couldn't understand why we chose one of a different color and said that they couldn't do an exchange on that basis, even though they are the same product from the same manufacturer. We pointed this out, and she left to "call her supervisor" again. This time she was gone for 12 minutes. She came back and said since her supervisor was now in a "good mood" she could move forward with the exchange, but there would be "a lot" of paperwork. This next phase took 15 minutes, where she stared at her computer screen and typed maybe 6 words during the whole process. Finally, she handed us a receipt without a word. Never in this whole process, which took almost two hours, did she offer an apology or thank you for our patience. But what happened next is why we will never visit a lowes store again. We walked through the checkout stands and were almost through the door when the alarm triggered and a automated voice told us to return to the check stand. I stopped, turned around, and saw a 20 something man running towards our family. He grabbed out cart and muttered something about "shoplifting" and began walking back to the check stand with our cart. Both of my children were so scared by the alarm and the aggressive nature of the cashier that they began to cry. I followed the cashier back to the checkout stand. There was a line there, and about a dozen people heard this cashier say to me "Now, did you forget to pay for this item?" I explained to him that this item was an exchange and gave him the receipt. He examined it closely and said her would have to "verify" the receipt with customer service. He opened his cell phone and turned his back to me. A few minutes passed and he turned back to me. He said customer service was busy and that I would have to wait a few minutes for them to call back. He asked that I stand to the side while he helped other customers. He checked out 5-6 customers. My kids were still shook up by his demeanor and the alarm, so I walked back up to him and asked him how much longer we would have to wait. He gave a very condescending look of exasperation and said he needed to checkout his customers and that i should be more patient. At this point, I had enough. I told him I was walking out the door and would never be back to any Lowes for any reason. He said "Fine, but don't be surprised if the police are knocking on your door later." I said - that would be great, because the police are more reasonable than anyone at lowes. As I walked out the door, the alarm went off again and again my kids began to cry. All of this over defective merchandise. A $29 umbrella stand. Never again. read more

Lowe's Home Improvement - My child after being scared by a rude cashier at Lowes in Cotati California - Hardware Stores Near Me - Cotati, California

Just an updated review. I called many times and cannot get an answer. Website super unclear.

The customer service there is outstanding. The garden department is unparalleled. They take you products and load it for you. Great job!! This business hires veterans too. read more

Worst customer service! I bought a Kolbalt set. We got home an when opened we found it was not complete. Went back to return and Krista was very nice! I went to go buy more things when waiting for product. Durring the time I was away a Manager named Mark confronted my son. He told him this never happens. And he told my son "I saw you guys holding hands earlyer" Why does that matter? Took his phone out, took picture of box and made sure my son (Afgan Vet.) He looked at security camera. WTF! He was so embarrassed he did not tell me until we got home. I called just now and talked to Anthony. He was like talking to a wall! I WILL be climbing the corprate wall! read more

Why would anyone want to shop here? I went in for simple green and the shelf was completely empty. I walked the entire length of the store to find one employee in the lumber department. I asked if he could check to see if there was any simple green in the store and he looked at me like I had three heads! He then introduced me to ask someone in that department. I headed back to the cleaning isle, still looking for another employee. When I finally found another person to ask he told me there should be 11 bottles and told me to look again. I returned to the cleaning isle, but again disappointed that there was no simple green to be found. I was not about to waste another minute in this store. I left my cart with the other items I had picked up at the front of store. I would not bother to purchase anything from here. I'll go back to my neighborhood hardware and spend the extra money. read more

Ugh.., picked up an online order at the store last weekend. Customer Service was so bad.. Sophie (or Sophia) should NOT be helping customers.. She was so rude, it was actually comical. Her attitude was ridiculous and acted as if she was do us a HUGE favor by finding our order and having it brought to the front. giving 2 stars because the products are great (so far) and the guys who helped us load the appliances into the truck were very nice & helpful. I'm hoping that Loews "gets it" and moves soph out of customer service. She should NOT be upfront representing the Face Of Lowes.. BY THE WAY... ( read my other reviews.. I don't usually leave reviews about "negative" experiences, but this gal was nothing but insulting.) read more

Lowe's Home Improvement - So pretty... Too bad the attitude of the customer service agent was so ugly. - Hardware Stores Near Me - Cotati, California

I prefer Lowe's if I'm DIYing it. This location has great staff who are even nice at the returns desk! I've gotten exceptional customer service from the Appliance and Cabinet department from Brandon, as well as other associates (sorry I don't know all of the names to give Kudos). Management is great at problem solving and working towards solutions. I also had the plumbing manager call me back about shower stall inserts vs. shower pans and tile and he was so informative and helpful. I'm not sure if other upset guests are just personally upset, because I have had nothing but 5 star service here - you know, you get what you put out people.... Lastly, my online orders (both delivery and pick up) have been accurate and on time, but I am very thorough during the ordering process. Thanks again Lowe's employees - I appreciate you! read more

I would love to give them a lower rating but I can't. I order a range hood and they didn't check on the order. The order was cancelled by vender but lower could not tell me why? Lowe's suck! Never going back to that place! read more

My wife and I went on Saturday afternoon and the store was relatively quiet. We recently had a flood in one of our bathrooms and had decided to replace our entire upstairs carpet. Upon arrival, there was no one in the carpet department which was unusual, as we have been there before and there was always at least one person available. We looked through samples for about 20 minutes and when we were ready, I went up front and asked that someone come to the carpet department and help us out. We waited another 10 minutes and finally gave up. Worst experience ever. Lowe's just lost out on a full upstairs carpeting job because they can't keep their departments posted. What a waste. read more

Waste of time. Waiting in paint for someone to help and even though there were two associates, neither of them gave a crap about helping me. Even after I asked both of them - they literally tried to pass me to the other associate in a game of "not it". Pull it together, guys, your customer service SUCKS!!! I turned around and left. I'll take my business elsewhere. read more

This is one of those rare instances where I wish I could give zero stars. This place always, always, always messes up online orders. The latest mishap that I had had involves them promising a delivery date/time, even confirming it with an email the night before, and then no call, no showing me on the delivery. They use some other third party vendor for their deliveries, and when I called to ask the status (after the delivery window had been missed) the vendor told me that the store had rescheduled it without telling me. After being on hold for 45 minutes with no one helping me, I walked into the store, and they blamed their Fairfield location, and made me speak with them. Everyone else in line was having a similar issue. When purchasing appliances, I would highly recommend against Lowe's. Still waiting to get my appliance delivered, thanks for nothing Lowe's! This place is disorganized and very disrespectful of their customers' time. read more

I would give this particular Lowe's NO stars but that's not an option. Called Samsung at the end of February regarding my Samsung gas range stove purchased less than a year ago at Lowe's. Samsung was GREAT, but unfortunately the stove had to returned due to the oven leaking propane. I called Lowe's the follow week--as Samsung recommended--and was told I'd get a return phone call. All together I called over a period of a few months with no results. My husband had to physically go into Lowe's to speak to a manager. This is during COVID-19 and is putting my immune compromised daughter and my family at risk. I expressed this concern many times over the phone, it was explained to the manager, yet my husband had to venture out again to make sure the new stove was being sent out. This whole time we didn't have a stove top. Went to costco to buy a toaster oven, and used a microwave. I'm just blessed that we were able to afford one. (Thank goodness for costco). Months of headaches and no empathy or help from Lowe's. Ridiculous, and I'm hoping this would never happen to anyone, but it seems like many people have a hard time with their costumer service. read more

I purchased a dishwasher with a Lowes Protection Plan. It stopped working after three years. I called to get a repairman to fix it. Took 3 1/2 months of shenanigans about getting a repairman out, having them show up when they were supposed to be there, and lastly, just trying to get a real person at the homes protection plan phone number. The worst service ever. Finally after three months they decided I needed a new dishwasher, took another two weeks to get the check so I could buy a new one. Just the worst. I will never buy ANYTHING here again. Then they wouldn't reimburse me for a full year of the protection plan that didn't get used. Just terrible business. read more

No one answers the phone EVER, can't ever find out if order is ready. They never call you back when they say they will let you know, and never answer the phone. So to see if my order is ready I must go into the physical store. The worst possible customer service -will shop local from now on. read more

Purchased a washer on 6/7/23. It was delivered and installed as promised the next day. I was excited about my shiny new washer and did a load. Upon the spin cycle, the washer began to shake violently. I thought maybe I just had an unbalanced load and it was a one off. With the next load it was the same thing. Now I'm thinking maybe it's just not balanced, so have my brother who is a general contractor rebalance it and do another violently shaking load. Called Lowe's on Monday, four days after delivery and am told they have a 48 hour return policy which of course is not listed on the receipt. Ok, so how does one buy a washer and delivered 24 hours later know that the next 24 hours you have a defective appliance? I had to call Maytag and thankfully they will send out a repair person that I am so hoping can fix my brand new washer. Do yourself a favor and don't buy any appliances at Lowe's. read more

James was a terrific help over in appliances. I came in not expecting anything in stock, and was very efficiently helped and worked with on my issue. I have to purchase a new gas range soon and I'll definitely seek him out for my next purchase! read more

I ordered a refrigerator online. It was delivered and I noticed the shelf for the butter is missing. No one answers at the store or even online. I've been calling the store for five days and they do not answer at all. I called the 800 number three times and hung up after an hour each time. Lowe's, please take care of your mistake or I'll take my business elsewhere. I live thirty miles away from this location. read more

I truly believe in supporting local businesses especially in these tough times. BUT what I won't support are places like Lowe's who after asking for help for 45 minutes (trying to purchase a Xmas present for my husband) and no one ever showing up. I went up 3 times, I heard them page someone to come and help a customer (there were 3 of us waiting for help at one time!) and no one ever came. I finally gave up and left. I later called to talk to a manager, but again it just rang for over 3 minutes (did this 4 times!!) I gave up. I will not support a place who clearly don't understand customers and don't know the meaning of customer service. If I did this at my job, I'd been fired long ago. Too bad actually but oh well... read more

Absolutely no customer service. Phone rings forever. Eventually, they offer an automated call back so you think sure, that will work. Then, after waiting another 40 mins, someone calls you back and then places you on hold. Then "click". Hung up on. Twice. Two hours on this merry-go-round. read more

If you are ordering windows....run! I ordered one window in July of 2020, it was measured by a Lowes technician and ordered. After 2.5 months, window arrived and it was the wrong size. Apparently whomever entered the order made a mistake. Window is re-ordered and again 2 months later window arrives, installation is scheduled, its a text with time frame estimate being afternoon. Technically that is 12-6...after several texts on my end finally I got a response "sometime after 1". They show up at 2, and the trim was wrong...technician who ordered window wrote down wrong trim. So now I have to set up another ambiguous time for another afternoon. Ridiculous. Ordered a freezer...received an email confirmation with a delivery window. The night before I receive an email changing the delivery window to a completely different time. This store never answers the phone, I highly recommend spending your money elsewhere unless you don't work and can accommodate Lowes subpar customer service. read more

I bought a washer and dryer from Lowe's. I bought from them just because they were close by and I don't like running around. So I pretty much checked them out online and went in to purchase. The delivery on the washer was ok, even though I hung around all day waiting, it finally came. They took my s/s hoses and put Plastic ones on! Then for the dryer...the first two came damaged! Finally after waiting for days the third dryer finally came. Their delivery guys were supposed to reverse the door to open the other way and they just stood there scratching their heads, and it never got done. If you call Lowe's you will NEVER get to talk to a person in customer service. I had to drive there 3 times just to talk to someone about the problem, and they had already billed me. I won't shop there again. read more

First time shopping at a Lowes Found a lawnmower on their web site Called to make sure it was available and drove there from Santa Rosa A very nice, strong worker bee loaded it onto a cart and followed us to checkout He said that way we wouldn't have to wait to get help loading it into our truck Good customer service and fair price We will be back read more

I purchased a ride on lawn mower in full. Was given a delivery date, several confirmation emails about delivery time/date. Day of delivery, I received another notice that the mower was "ready for delivery" and a confirmation of delivery window. Less than two hours later, I received a voicemail that not only was the mower not going to be delivered but that it in fact wasn't even removed from the crate or assembled. He told me that they would TRY to get the mower to me 2 days later.... When I called the store to see if i could pick it up instead of delivery, 4 times, it directed me to the delivery desk and hung up on me after 3 minutes of ringing. This is not the first time that I have experienced this with Lowe's. I think I am most disappointed in myself for thinking that it would be different this time. read more

Horrible service in setting up appointment for flooring measurements. It should have been a sign of things to come. Today was appointment for measurements, they called at last minute to cancel because of a flat tire. Really? My husband took off work, lost a days pay. And they've got an attitude? Emergencies happen? How about: a back up plan if you're running a business What a novel idea. I see why your rating is so bad!! Overall bad! read more

There customer service was never stellar but it has become nonexistent. Needed something from the nursery. Called to see if it was in stock or if they could special order. Sales person was unwilling to look into special ordering. Told me to call back in 10. Called back in 15 - no answer. Called in 30 - no answer in nursery. Tried to reach the manager - no answer. Honestly! How do they stay in business? read more

I know this is a time of crisis but if you are going to offer curbside pickup you better answer the phone number you put on the sign to call. Don't bother with internet orders. It takes more time go process a prepaid order than it does to go through the register. After four days waiting and wondering why customer service wouldn't answer the phone I went to the store. I had to wait through the returns line to find out that it wasn't ready and I had to go get the mower myself. This defeated the purpose of curbside pickup! It also took much longer than going in and buying it. It also didn't work when I got it home so now I get to return it. read more

Right up their neck and neck with Home Depot now. Sad. Can't get through on the phone and now we are waiting for our delivery supposed to be called the night before 6 to 9 PM and still haven't heard from them. Seriously just better off getting things from houzz overstock or an appliance store. Might be a little more but saves in aggravation. read more

Worst outside delivery service ever! I have been trying for a month to get my dryer delivered to no available. Lowe's outside delivery service is terrible!!!! Really Lowe's. You just had to deliver 3 miles away and give me a call a 1/2 prior. It's not that difficult. Lowe's corporate management, you need to take another look at keeping your delivery service in-house. If I am this angry (and I don't get angry) you can bet you are losing a lot of business! I never had these issues with Best Buy or Home Depot. read more

0 stars. What an absolutely horrible experience. How can Lowe's contract out to a third-party delivery service that is so completely unprofessional? Is it because Lowe's in Cotati really doesn't care about their customers either? Honestly, if you can go elsewhere, do so. Lowe's is happy to take your money but then they dust off their hands and help you out the swinging door. I wish I had done better research but it seemed that Lowe's was the best place to purchase a stackable Bosch washer/dryer. --Sales experience at Lowe's was mediocre, rushed, unprofessional. --Extended Warranty Protection coordination a joke. I spent time on the phone as information is being taken from me and then his "keyboard" doesn't work anymore....what?....I'm told I will have to call up the warranty department and associate everything with the appliances. --Delivery Service...i really don't know where to begin....awful. The delivery service was supposed to call the day before but didn't; we had to track down their arrival timeline (1:30-3:30). Of course we're ready, right?...I mean, what if WE weren't ready for them...would they have waited for us? 3:30, no delivery service, no call. I call and am told "there was an issue with the truck and they'll be there in an hr". I ask how many stops before us and there are three stops....they have THREE stops before us and they're going to be at our place in an hour? What am I, a third-grader? 4:30, of course no delivery service, no call. I try dispatch and receive unsatisfactory and unprofessional responses. 5:30, no service, no call. At 6:15pm we receive a call from the delivery guys and they can't find our street. My husband gives them an intersection and he leaves to guide them the two easy blocks to our address. At 6:30, they are in the driveway. There is no apology, no effort at all and no introduction. They point to their Lowe's invoice and the street is spelled wrong (error on Lowe's). They have to borrow a drill from us!!! or they would not have been able to do their job!!! They rush like crazy, scratch up the washer, stack them and are about to leave when I say...."excuse me but could you make it level?" They don't even have a level; we have to provide that. I never received a copy of their delivery papers that I signed. A ton of things went wrong and nobody cares. It's really disappointing. LOWE's management should clean up its act or be fired. We will never go back again and highly recommend that you think long and hard before using this company. read more

Horrible customer service. Never again. Brought a broken , scratched stove . They broke the entrance door and never apologized. More over they don't want to replace the stove. read more