Our school's refrigerator did not survive Winter Break. I visited the 1901 store on Saturday, 1/18, to price refrigerator options to bring back to the PTA. The manager was incredibly helpful and extended a generous discount to the school. I returned the following day to purchase the Samsung refrigerator. The Sunday staff were every bit as helpful and friendly. They carefully loaded it into the back of our truck and wished us well as we drove away. The staff and I greatly appreciate Lowe's generosity. read more

I am not a fan of any big-box store, typically. However, this was the only place I found the heater I needed and it it was at a great price. What sealed the deal on this review was the customer service from AJ. He was so helpful, polite and sharp. Really appreciated how easy he made the pick up purchase. read more

We had the WORST experience at this Lowe's store. NEVER going back! All we went in to buy was a propane tank for our new grill. We were told by the first employee we saw that we had to ask a cashier employee to purchase a propane tank. So we wait in line for a while, we finally get to the cashier, and he says, "we don't have anymore propane". Bummed we purchased a new shower head instead, which the same cashier employee charged us for a random $70 item when the shower head we bought was $40. So then we had to go to customer services just to get our receipt fixed. When we were at customer service fixing that another employee told us that they did in fact have propane, and went and got one for us. Then when we took it home to use it, the tank was broken. read more

Customer service is appauling. Ask any employee where to find something uncommon and I guarantee this will be their answer. " I don't work in this department" then they will point their finger to some non existent ghost employee, give that ghost a fake name and walk away. If you protest, they still don't give a S@!*. It's not until you ask them their name and they realize their job is in jeopardy that they even pretend to care. Managers are non existent. Also They don't carry Makita. read more

Tried to order a hot water heater. Operator was unable to get plumbing dept to respond. She took item info & said they would call back. They did not. Ordered similar model from Ace, who offered quicker delivery to store. read more

Service at this location in the past has been spotty. Overall, we like Lowe's customer service and selection, but the Cotati location seems to be going out of their way to be unhelpful. We ordered a large appliance, and then our troubles began. Suffice to say, I would NOT recommend this location for any type of large purchase. The employees go out of their way to avoid eye contact and do not seem to know what they are doing. If you need appliances, just about anywhere else would be a better option. We would have asked for a manager, but imagine that would have been another long wait without any satisfying results. read more

How is this place still in business. I don't even know where to start. First, have looked up on the internet what I need to buy. All of it is apparently in stock. '7 in stock, 4 in stock'. etc. Of course, the thing that says 7 in stock has 1, and the box is opened and it appears parts may be missing. Actually EVERY box of whatever I bought had been opened. Second, item two online says 'place in the store is BW Bay 34'. Well after looking around and not even FINDING a bay 34, and after like 10 minutes of searching for a live person, he says 'oh I think we moved those' and we ultimately find them around Bay 20 or something. Seriously, if there were 4 people working in the entire store I'd be shocked. Appliances, no one. Flooring, empty. While I'm browsing I see a woman who is flagged down by a customer, and she shortly replies 'I'm already helping three people!' and proceeds to walk away. Yeah, no crap you're helping three people, you appear to be the only person still working! An alarm goes off. And for 10 minutes it continues to go off. A pager system keeps begging over and over and over 'Customer service needed in _____, and then a different one, Customer service needed in _____. Endlessly looping. The store is an utter mess. Items blocking aisles in blatant fire hazards, especially around the cabinet area. But the final straw, and the reason I will NEVER set foot in this place again, is when I went to checkout. It was around 7pm on a Saturday, in my opinion, still quite prime shopping hours. Not one single cashier open, only that infernal 'self checkout' system. Which I hate. I despise!!! Especially tonight, when my cart is full of large, heavy and awkward items. I see a person there near self-checkout who's job it is to... I dunno. But she's very busy talking to a friend about how hard her job is, so she can't be bothered to help me. Honestly, I'm going to say right here, the girl with slightly dark skin, short black hair, maybe some would call chubby a bit. Honestly, if you're the manager, FIRE HER RIGHT NOW. Just do it. Then, fire yourself, because all the problems in this store clearly come from a complete lack of management. Come to think of it, there was a constant endless loop over the intercom asking for a manager to come to _____. I guess you couldn't hear it, because it went on and on too. Anyway, at some point the self-checkout (built by satan himself) stops working, telling me I have an 'unscanned item in the baggage area'. Said worthless employee, when I finally get her attention away from her BFF, says 'your stuff is too heavy!'. Really. I wouldn't have know that, just having maneuvered it all onto the platform myself, no friggen help from YOU. So I take some stuff off. Now the thing is complaining I'm missing stuff from the baggage area. What I assumed would happen, what I HOPED would happen, would be that my new friend over there would pick up her little scanner gun, take 5 seconds, light up the objects in the cart, and send me on my way. But again, she's too busy preparing for Prom or something. Finally watching me juggle a small mountain of percariously perched merchandise, she hits a few keys, and apparently finished my checkout. Meanwhile I'm still trying to figure out what is going on, and finally she snaps at me 'it's done, you already bought that!'. So I slowly grab my things, fill the cart, and swearing under my breath, head for the door. I guess she's following me, because I set off the alarm. I pause, thinking if I should just run for it, instead of dealing with these yahoos once more. She's behind me, and pretty much yells at me 'IT'S FINE, JUST GO'. Um no. It's not fine. You want to know why? 1) reconcile your stupid inventory with your online system. 2) change the locations online so they actually MATCH. 3) HIRE SOME DAMN PEOPLE TO HELP 4) Retrain EVERYONE in that store, who couldn't have been more apathetic if they had been 1980's robots. 5) Fire the manager. Seriously. Just FIRE them. There is ZERO reason for a store to be in this bad of shape, with this level of poor customer service, mess around the store, etc. 6) Have a damn cashier. Some of us hate the stupid confusing inaccurate self-checkout punishment. Look how many bad reviews this place has. Lowes, doest thou even check up on your stores? This one is in freefall. It needs seriously help. The only saving grace for how few employees I could find, was the nearly identical lack of shoppers. But know this. EVERY ONE of them that I could see, was desperately wandering around, looking for help. Help that was just not going to come. read more

I saw a refrigerator that was on clearance online. The manager at the store was able to help me over the phone and set aside the item for pick-up. I was in and out in less than 5 minutes. Overall I has a really good experience at the Cotati location this weekend. Thanks Charlie read more

Are you kidding me! I bought a faucet and it was still strapped and new but it wasn't ! It was missing the connection from the sprayer hose to the faucet as well as mounting nuts ! Then I return it and go grab another of the same and I checked it first and it was scratched and shit was missing in it some employee who is clearly a tweeker thing to sell me some garbage faucet. I will not be coming back and that's there loss as a plumbing contractor I buy a lot of supplies but that's what I get for not good N.Y. to a supply house so I give you them 2 stars instead of 1 cuz I should have known better read more

I called Lowe's home improvement store in Cotati five times today. The first time It rang for 11 minutes and no one ever answered. The second time I called it rang for 16 minutes and no one ever answered the third time I called It rang for over 8 minutes and no one ever answered. The fourth time I called someone answered and immediately put me on hold before I could even speak, and they never come came back I waited on hold for over five minutes. Finally a person answered and let me speak on the first try. I told him that I was trying to make a purchase online but it would not let me choose the local store for pick up it was showing my items to be picked up in San Jose, over 100 miles from my home. I mentioned the difficulty at getting through on the phone and he told me that that's just the way it was at the store but they don't have time to answer the phones because they are busy, and they could not help me with my online purchase, helping me figure out how to complete the purchase with a pick up Location in Cotati. He did go to the flooring department and find out that they did absolutely have way more than enough flooring in this local store, but that he could not help me further. This was a very frustrating experience. Unfortunately no one seems concerned about the lack of customer service. He suggested that I call Lowe's help line, which I did. And that call was made at a little after 5 PM, so of course they were closed for the day because they are back east. read more

for an absolutely worthless experience try the order on line and pick up @ store. today ordered a 31/2 " jig saw blade @ about 2:30 pm. it is now 6:38 pm and no word as to pick up time. lowes is the very worst! they ran orchard supply in petaluma out of business, i can only hope they face the same fate. This is now a day later AND still "0" response. I have called 6 times trying to get an answer AND not one call has been answered. STILL WAITING ON THE WORST ONLINE SHOPPING EXPERIENCE EVER! read more

I am a conservative shopper. My washer and dryer needed replaced. I decided to use funds in my Home equity loan account to buy the appliances. After browsing, researching and deciding on two machines, I proceeded to checkout a purchase of 1800 dollars. Their " check verify" system didn't recognize the home equity account checks ( worth 50k btw) and they would not sell me the appliances. Eff you, lowes. I happily spent my money at the local Tee Vax store- They accepted my check!!! read more

Horrible! Horrible! Horrible! They don't answer their phone. Called ten times at 3:45pm. Finally Lumber Department picks up but they don't know how to transfer call to Flooring. Had measurements done Tuesday. Went to Cotati store Thursday to learn the measurements were sent to San Francisco store. Rudy put in a request at 2pm and said he'd email me that evening or next day. Called several times, waiting to connect with Rudy only to learn he left at 5pm. Called Saturday to learn flooring can't be done on enclosed patio so estimate for entire 2004 sq. ft. home is canceled. The incompetence is unreal. read more

Agree, how is this place in business. My husband and I have been there several times. No customer service. When u find someone to help they say it's not my department! Ok, that was not my question. Complained to manger that no one answers phones when you call. Hubby returned something the same day and they told him no manager was just n Duty that day. Who did I talk tooo? This place is worse than Friedman, and Home Depot! What ever happened to customer service. None of these stores have customer service. How do the make $? read more

Trying to get a hold of somebody is impossible this place is horrible and the corporate office is no better! been calling every number I can find and getting NO WHERE! I will never order from them again. I can't even get a hold of anyone to cancel the order!!! read more

I love Lowe's Home Improvement! They always have what I am looking for and plenty of knowledgeable employees to help me with what ever I need. Plus they have an amazing discount for service members and veterans. They are always my first choice for anything I need for home or work! read more

Lowe's really needs to work on their customer service in all areas of their store. We went to the Cotati store and ordered a toilet, mirror, sink and cabinet. We were told that we would get a phone call when they would deliver the items. We didn't ,but items arrived. Except the mirror. Which never did arrive. The sink and cabinet were the wrong size. When I tried calling the associate who ordered our items she was never in, and for some reason I was always transferred to the plumbing Dept. As the bathroom fixture Dept couldn't take messages. I couldn't even leave a voice message. I sent 5 or 6 emails which were ignored. When we went to Lowe's to exchange the wrong items I felt like the cashier could have cared less and spent most of the time talking to the coworker behind her. We won't be shopping there again. We should have gone to Friedman's as I like shopping at our "homegrown" businesses rather than the chain stores. Customer service is important to me and Lowe's doesn't have any. I would rather spend a little more money somewhere with good customer service. read more

Generally speaking, not quite as horrible as Home Depot in Napa, but nothing great. Our experience with the kitchen design dept was a totally mixed bag. Other than the installer (Phil) who was patient, reliable and total professional, we got the feeling that once they had our money that we were pretty much on our own. The installation dept seems overwhelmed and understaffed with only 2 people, one of which could basically only take messages - and those messages were frequently unreturned. We do love our Kraftmaid cabinets but a simple mistake on the Lowe's designer's part almost derailed the rest of our kitchen remodel process. Phil made it work, thankfully and saved the day. Also, don't expect any help from Kraftmaid if something goes wrong. My advice is to shop your remodel project around with local custom builders. We found a great guy in Windsor for some additional work and he underbid Lowe's by 20% and matched the style and color of our new Kraftmaid cabinets. Wish we had him do the entire project. read more

We bought a new washer from here and not only was it not new (It had THREE huge scratches and was missing a part) but when we called we were hung up on three times! Don't buy anything here unless you know for a fact it's new and don't need to call them. I wish I could give them less then one star! read more

Have to share my first ever experience at this Lowe's. I went in to ck out the garden. Same old average stuff there. I went inside to get screws to hold in a wall sconce. I described the type to a guy, middle aged balding, didn't get his name. He's walking up & down aisle looking-meanwhile I find the section (machine screws). He actually asked me "how did you find those?" ( : I didn't know the size number so I showed him 2 & said I needed something a 1/2 shorter & a little narrower & he said to me "I can WASTE MY TIME all day and not find what you're looking for, and walked away. I found the in-between size I wanted in about 30 sec. But I won't be trekking to that Lowe's again! read more

made the mistake of purchasing a security door online at lowes website said they had 2 in stock after 2 days of not recieving a conformation and not getting any where on the website I went into the store they told me the order was cancelled and they were supposed to call me, no one ever did, they also would not even help me get another one. went tohome depot found a similar door cheaper. Lowes has the worst customer service read more

I will never give them a star !!!! I never shop here EVER ! Just called to ask if they had a microwave in stock like the internet said they did. Well I was disconnect 2X. Called back asked for a floor manager so they connected me to them and the phone kept ringing .....and ringing ......,and ringing it automatically disconnected me again.! So why does the recording ask you to press# and it directs you to ascertain department no one answers it goes back to the operator and they never answer so it disconnects again. WOW I know they aren't that busy or under staffed but customer services really needs to improve. They lost me as a customer!!!! read more

Asked for help about a single product to a person near the item (Floor Tile), he rudely said we would need to ask someone else or just go look for ourselves, we then went to the customer service desk, and after a long wait, we were told that she did not know and we would have to talk to the guy in the tile area. there was no way we were going back to Mr. Rude. These people need to learn what customer service is. read more

Store has good organization and is a lot cleaner than Home Depot. I purchased my entire bathroom here with the help of Charlie. He gave very helpful tips and set everything up to be smooth. read more

Customer service is non existence at the Rohnert Park CA store. They (order status, delivery, customer service) don't answer their phones. I was supposed to have my delivery today. Jake from windows was able to tell me that my new delivery date was now 6 days away. Would have been nice to receive a call letting me know of the change and why. This is my 1st time purchasing appliances from Lowes and it's not starting out good!! Kudos to Jake for his help and assistance. read more

We ordered a refrigerator from Lowes in Cotati, CA. The door seal didn't work properly so after going around and around with them about sending a repair person and that not working out, we asked for a replacement. Two guys came out today and picked up the refrigerator that didn't work properly and before we knew anything else, they left. NO NEW REFRIGERATOR! No communication about not having a replacement available, nothing. Apparently, nobody on their end coordinated for the delivery of the replacement and the removal of the old one to coincide at the same time. To make matters worse, they are saying that this refrigerator won't be in stock for two more weeks! What are we supposed to do with a countertop full of food that needs to be refrigerated until then? When you try to call the store to speak to somebody, you're left on an eternal hold. They are trying to get the guys in the truck to turn around and bring back the defective one until they can bring a replacement, but this lack of attention, poor service and inconvenience is completely unacceptable. Shop at your own risk! read more

I will never shop lowes in cotati again, my son purchased me a $600 welder for christmas, he didn't give me the receipt a it was missing the welding lead, they wouldnt let me exchange it for the one with all the parts, that i brought to the register for exchange, or even open it and give me the missing part. they want me to purchase it, guess i will shopping at home depot from now on. read more

BUYER BEWARE!!! Never purchase online with delivery. I received the incorrect lumber as well as missing items. Tripple check each barcode and description and don't trust the driver. They will say anything to get back on the road. I have made over 10 calls and over 2 hours to customer service, the store, even the delivery company. They just transfer me and the line gets disconnected. The only option I have left is to call my Credit CArd company and take my business somewhere else. As much as I do appreciate that the essential stores are serving during these difficult times, save additional stress and anxiety and shop somewhere else. read more

I went to Lowe's in Cotati this afternoon. I was pleased with how they displayed their products and how clean the store was. I say that because I normally shop a Home Depot in Windsor, it's hard to find what your looking for and the store is not very clean. When I purchased my two items at Lowe's, one of my purchases was a closet. I waited for fifteen minutes or more to have my closet delivered to my truck. While I was waiting I had asked four employees for their help only to be ignored. Finally going on fifteen minutes a young lady asked me if she could help. She brought the closet to the back of my truck and two male employees loaded my purchase. Had the four employees taken their time to help me I wouldn't have wasted my time. I don't feel that I will be returning to Lowe's anytime soon. read more

Why offer curbside if it takes over 20 minutes to get your item? Especially after checking in on the app ahead of time to let them know you're coming. read more

I have tried to call the appliance department and other numbers multiple times and no answer! Horrible. Sorry, won't get my business for new appliances. Why can't anyone answer the phone or take a message. Bad business practices. In addition I was getting some flowers the other day and the check out woman in the garden section was very rude and SLOW. There was a long line with only one checker and she insisted on excessive chatting with someone ahead of us with no regards to the long line. Very rude! read more

This Lowe's is a complete train wreck: don't even try to call them. Nobody will pick up.

I have to fully agree with most of these ratings. I decided to remodel my house after purchase and decided to use Lowe's as my main store to make purchases. I have Spent over $20K in the last 2 months at this location and have been treated very poorly on multiple occasions by the regular staff. This would be an essay if I went into detail about the number of "eff up's" this company has made. I would NOT recommend special ordering ANYTHING, you are better off paying a little more to use a local company instead. Trust me it will be worth it. Aside from the terrible customer service, no one seems to ever answer the damn phone there either. Now I will say one thing positive. The upper management have been somewhat caring to their mistakes made by their employees and try to rectify it- but there will likely be no follow up with those employees or any company training. This ultimately stems from corporate. All these corporate hardware chains are the same. Lastly if you are ever going to purchase appliances make sure that you see Chris (Sales Specialist). He is the only person with some ethical moral values, and care for his customers. Truly an understanding guy and if Lowe's were ever to lose him they would be screwed. read more

I recently left a review regarding management's treatment of staff and customers. I just read that Lowe's is taking very good care of staff during the shelter-in-place. Wanted to thank management for raising their hourly rates, giving them plenty of paid time off, food pantry, etc. I've changed my mind about Lowe's. read more

I called to ask if I could return an item that I no longer had a receipt for, the lady over the phone said it would not be a problem and worst case scenario I would receive a store credit. I drove to Cotati and was denied my return. I payed cash and was not able to provide a card in which I paid. The manager said that he could not be assured that the manufacture would give him credit back for the item being returned. He told me not to worry that I was not a problem. I had to keep to keep a router that did not work properly. I am out over $160.00. I will never shop at Lowes again. This is why I go to Home Depot. read more

I was rather excited about my first visit to Lowe's, and toured the aisles seeing what was offered. As I really only planed to purchase some Roundup, after my tour I took my future purchase to the cash registers near the front door. Two customers were at the two opened registers, so I waited my turn. Soon a customer service rep was available and I went up to pay for the Roundup. I was very curtly told I was in the wrong place, without being told where I should go. I was silent for a second or two while I digested this information. I was then told she could take my money and paid for my purchase. When I was handed my receipt, I very nicely and quietly replied that I was not very happy with my original greeting. At this time another employee very loudly said "you are the least of our worries". I guess my tour of Lowe's for future purchases was just a waste of time. :-( read more

Came to purchase carpet runners. Found what I was looking for - great! Went to check out at self checkout since no other cashiers were open, and the machine kept making functioning. The one cashier in self checkout didn't/wouldn't make eye contact while he was waiting for a manager to help with another customer's issue. The line was horrendous behind me. Someone finally asked if there was another cashier open, and we were told that the lumber cashier was open. The young lady working there had ZERO customer service skills. She picked up an empty package that was left behind in the cart and charged me for it. I told her it wasn't mine and she said "you said you also had caulking." Ya, that's not caulking. Not coming back here again. read more

Don't waste your time shopping here at the paint department. I'm a painting contractor try to get some paint for a job yesterday 3-11-20 and no one in paint department. Ask customer service to call someone and she did about 3 minutes after I asked for help and still no one showed up so I asked the 4 employees in front all talking to each other and again waited for them to call someone and still no one ever showed up. If you want paint go to a paint store. Won't be shopping here anymore and to bad because it's so close to my house. read more

This is consistently a terrible company for customer service! We ordered a washing machine a week ago and got the email confirmation saying it would be delivered 12 days later. Today, we got a 4 hour notice that it was going to be delivered (about 7 days from when ordered) and were delighted. The four hours went by with no delivery or notice. I called the distribution company and was told the machine was not put on the truck and I needed to call Lowe's. I called Lowe's (after it rang 23 times), talked to a woman about the order and now she said the delivery would be 20 days from ordered. When I expressed my frustration to her, she changed the delivery date to 17 days from the time I ordered it. I know they're busy but never got any contact from Lowe's about the changes until I contacted them. I ordered a particular washing machine from them reluctantly as I've consistently had bad service from them. I won't make that mistake again! read more

This place sucks. Me and my family were trying to find help with bathroom tile there was nobody around. Then I went to a worker that works in the bathroom til department he had 1 CUSTOMER!!!! We asked "when you get a chance could you please help us with the bathroom tile" he said "no not right now I'm busy" everybody was very rude didn't want to help at all!!!! Me and my family left didn't buy anything because nobody wanted to help us. Horrible place and won't go there ever again read more