I came with my partner to grab a few things that we needed for some personal projects, including fixing a table with some long screws and making a mobile pull-up bar to stretch across the kitchen island. While walking through the store, we were headed theough the appliances section when a woman working there asked if we needed help. I said, "We're looking for some galvanized pipe, are we headed in the right direction?" and she confirmed that, yes, we were. In the plumbing section an older gentleman asked if we needed help and I told him that I think we're almost there. He also confirmed and sure enough, it was the next aisle over. I generally like to find things myself, and if I need help, I'll ask. Up to this point, the employees were catching that vibe as well. Something I would term as "common sense." So already I'm impressed more by these employees than most stores I visit. The pipe was more expensive than I thought it would be, and the drill bits and other hardware seemed reasonably priced to me. All in all, I would say Lowe's seemed fair and competitive. At checkout, the woman watching the self-checkout registers was very kind, offering customers who were waiting to check out with her if they had a card. She also noticed that my hand were dirty from handling the steel pipe and offered paper towels and hand sanitizer to me so that I could clean my hands. It worked nicely and she even gave me another paper towel to dry them with. The parking lot was gross, and I attributed that to the shoppers and the litter they discard so nonchalantly. The inside of the store was pretty clean overall for a hardware store. There were a few items missing here and there, but I found everything that I needed during our visit. I didn't see anything that gave me the impression of a one and a half star rating. read more

I am writing about the egregious, heinous substandard customer service and disregard I have received from Lowe's Delivery call center whose number is 804-406-6100, the management at Lowe's store located at 4551 S. Laburnum Avenue, Henrico VA (Sandston location), and their delivery company. The complete lack of competence, professionalism, rudeness, ignorance and sheer utter ineptitude I have endured from the Lowe's staff, delivery driver, and customer service is something that is unmatched. I have endured 3 days of lost work accommodating 3 failed deliveries by Lowe's and I demand to be reimbursed for half the cost of the dryer due to my lost work, and incompetence of the Lowe's staff and delivery drivers. On July 23, 2026, I went into the store located at 4551 S. Laburnum Avenue, Henrico VA and ordered a washer and dryer. I also ordered the installation parts for both the washer and dryer to be installed into my home. See the attached receipt. On July 26, 2026, the delivery driver bought the washer and dryer to my home, but the dryer was missing a part on the dryer that prevented installation. Lowe's lacked due diligence in checking and ensuring that all parts were attached to the dryer to ensure a smooth installation. This was a fault of Lowe's in lacking due diligence to ensure that the needed parts were attached to the dryer. Lowe's sent a damaged dryer to me. The delivery driver returned the dryer. I called Lowe's at 804-406-6100 and talked to a very rude lady who insisted that it was not the fault of Lowe's. This is an unimaginable lack of accountability she displayed in debating with me back and forth for about 10 minutes as to why this is not the fault of Lowe's. This here, was a flagrant display of unprofessionalism. As the customer, I am entitled to receive the product I purchased, and if I am purchasing it from Lowe's, I expect Lowe's to deliver a functional, new product. This went completely over her head, and her mindset does not entitle her to work in any customer service capacity. The person I talked to processed the return as an exchange, instead of redelivery. By processing the return of the dryer as an exchange instead of a redelivery, she blocked the redelivery of the installation parts that accompanied the dryer to be installed on the next day, July 27, 2026. Additionally, the delivery dryer that had delivered the dryer on the previous day, July 26, 2026, failed to leave the installation parts at my home after I told him to, and after he became aware that a dryer will be delivered the next day. So again, on July 27, 2026 a rude, unruly delivery driver delivered the dryer without the installation parts. I fault both Lowe's and the delivery dryer, because within the context of his duties, he should be aware that a dryer needs to be installed and that a dryer without being installed is completely useless. This driver failed to ensure that he had all the necessary parts to install this dryer by calling me ahead or checking with the store. When I exposed his lack of diligence, he threatened to take the dryer back to the store without my agreement and lied on me saying that I said I did not want a dryer. The delivery dryer is a complete and utter liar, to which I had to call the police because at that point, it would have been theft to return the dryer without my consent, since I had purchased the dryer and it was within my possession. The delivery driver that came to my house on July 27, 2026 asked me to show him my receipt confirming that I purchased the installation parts only to refuse to install the dryer using his emergency hardware, that he is obligated to carry with him. I do not believe the driver had the emergency parts in his possession, but regardless of whether he had the emergency parts or just blatantly refused to install the dryer, he breached his obligation of delivering and installing the dryer at my home on July 27, 2026. Egregious Service! During this chaos, again I called Lowe's customer service at 804-406-6100 and told him the situation. He instructed the delivery driver to install the dryer with his emergency tools. The driver refused. After the driver refused to do my installation, the representative at Lowe's again rescheduled delivery on 7/28/2026 again without INCLUDING THE INSTALLATION PARTS IN THE REDELIVERY ORDER. Thus, on the 3rd day, there would have been another delivery WITHOUT THE PARTS. This is a complete waste of my time and utter disregard for my time, causing me to be off work to accommodate this foolishness. EVERYONE INVOLVED DISPLAYED A SEVERE LACK OF PROFESSIONALISM AND COMPETENCE, EXHIBITED RUDENESS AND UTTER DISREGARD FOR MY TIME. On July 27, 2026, I called the Lowe's dispatch at the number above and discovered that the installation parts were not, once again, included in the delivery order scheduled on July 28, 2026. read more

This has to be the worst Lowes store in the entire country. These people can't do anything right. Been waiting for a delivery for 4 weeks and when I finally get my mower it has a sticker on it that says it doesn't work. I'll talked to half the store and NO ONE has any idea of what they are doing. DO NOT SHOP AT THIS LOWES!!!! read more

This Lowes eliminated their customer service desk completely. You get a cashier, or the returns counter. And the Pro Desk is closed on weekends. Thanks, guys. read more

Probably the worst Lowe's I've been to. Was loading 6x6 posts employees walk by don't offer help etc. get to checkout. 8 people standing around doing jack shit. Cashier was rude I said good morning she just looked at me like I'd told her she was ugly. Highly do not recommend this place. Horrible read more

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. read more

I've been waiting for a quite for over 2 weeks in which I planned to spend a sizeable amount of money on a installation at my home. This Lowe's has kept me on hold for over an hour on multiple occasions. It is the worst Lowe's I've ever been to. I deeply regret trying to do business here. It shouldn't be this hard to spend money for work that I need done. No one answers the phone or they leave you on hold. I suppose it was my mistake for missing the 30 second window in over the 2 weeks it took them to call me on what I can only assume is my request for a quote. They did not leave a voice-mail to say what the call was about. read more

Lowe's Home Improvement - The local store number for Lowes, where Customer Service has had me on the phone for over an hour. - Hardware Stores Near Me - Henrico, Virginia

Recently visited this store for an electric adapter. There were four associates working in the aisle yet none asked if I needed help. What an apathetic bunch of losers. Tried to call the store to speak to a manager but was placed on extended hold. Finally hung up. Will never shop at this Lowes again read more

Lowes is Lowes. Usually I have a good experience but today, in the lumber department, I was treated like a nuisance. Oh well, Home Depot turned out to be a better deal anyway. read more

This is the store that pushed me to the ORANGE competition. These guys claim to offer a military/Veteran discount, but not today. They told me to produce a DD-214 because my ID card wasn't good enough. As well, I was in the market for a leaf blower. I waited for about 15 minutes before going to find someone to help me. That person called for someone to come help, but after 20 minutes nobody showed up. I went and had another person call for help. 20 minutes later...no help. That's enough. Going to the ORANGE competitor. I would suggest you steer away from this establishment. Not good!!! read more

This location is in a large shopping plaza not far from the airport and right off of the highway. Pretty decent sized. Most Lowe's carry the same products and this one was no exception. Good place to get some work tools which was the purchase for my stop here. You also get a discount if you're a Veteran and have ID. read more

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Bought a refrigerator from them. Refrigerator was delivered. The door would not stay shut. Was told I would need to buy another refrigerator from them, of the exact same kind, in order for them to bring one that worked properly. Go somewhere, anywhere else if you are buying an appliance. Most inept group I have ever worked with. read more

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. read more

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 read more

Tried to buy 2 sheets of plywood today. Picked out 2 sheets and took them to the cutting station to cut each piece in half. Went to register to see if they could call someone to cut it. Was told you have to pay for it first now. I said ok and then she told me it would be .25 after the first free cut. I can understand this if you want multiple cuts on 1 sheet, but I could buy 1 sheet, take it to the truck , and then go back in and buy the other sheet and get my 1 free cut. I think I'll go to Home Depot where you don't have to pay first and get my cuts free read more

I'm not sure if I've been spoiled by other stores, but the service I received on Sunday was not what I expected. I needed three things today. I needed something to start a compost pile with, one screw to repair my mailbox, and a very strong cleaner to get rid of calcium build up. The first store associate I spoke to didn't know what a compost was, and shared with me which aisle the cleaning supplies were on and what aisle the screws were on. I asked if there was someone who could take me to find the times I needed. She told me there was not. I went to a second person and she shared that she was the supervisor in the area she was in and was not able to leave. She directed me to the paint counter to request assistance. I walked out immediately and went to the store I normally go to. I obviously didnt know which cleaning supply was the best for calcium build up and had no idea of which supplies were the best for composting. When entering a store I expect the associates to have knkwlege of their products. I dont work there and have frequented that store maybe two other times. At The Home Depot I've NEVER had a situation like this happen. The sales associates are knowledgeable and if they are not they page the associate who is. Management is helpful and even walk me to where I need to go and suggest a product and give their experience as to why they are suggesting that particular product. I went to this particular Lowe's because it is closer to where I usually am, but after this experience I'll stick to my Chester Home Depot. read more

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! read more

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. read more

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. read more

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 read more

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 read more

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. read more

Incredible customer service team here (especially Marques). They stand behind their custom and window installation products and work that make me want to keep buying/supporting. Also, the lines move faster here out East. read more

Don't bother calling ahead to order for pickup. I did so and arrived at the store an hour after my pickup confirmation email only to wait in the store for 40 min at the customer service desk. read more

Awful customer service! Purchased a ring doorbell that is locked in a cage. I have been waiting for 10 minutes with no sense of urgency from any of the employees. I also asked for the price of an item that was in the cage. The associate said that she didn't know. I asked if there was somewhere in the store that I could find the price, and she also said that she didn't know. Sales are obviously not high on their priority. I will continue to give my business to Amazon. read more

In June, I paid $11,000 for upgrading my kitchen (new appliances, new countertops, hardware, floors and backsplash). They started work in July/August, for what was estimated to be a 3 week (max) job. The contractor leading the project allowed a child into my home, unsupervised, without my permission. He installed cracked tiles on the backsplash. He used my dining chairs and patio chairs to sit in while he laid tile (staining the chairs). He chipped the new quartz countertops, and knocked a hole in my hardwood floors. They did not measure before installing the new hardware, and the handles on drawers were noticeably uneven. They fixed this by drilling new holes and filling my cabinets with wood filler. A manager came on site, and the contractor was removed... a new one was supposed to finish the project and "make it right." No one returned my emails or calls until October. Then, a new contractor came out. Emails and negotiations went on until January. They finished the job 2/16 (today is 2/27); I was instructed to keep the plastic on my appliances until the job was finished (6 months!). When I took the plastic off the fridge, it was dented. Attached is a photo of their compensation! DO NOT WORK WITH THEM- Bary (contractor) and Amy Spivey (always out of office) are particularly problematic. The date for project completion on the project was listed as 10/2017! Oh, and the compensation correspondence appears in email. Apparently, when you pay for new appliances and materials, they can just give you whatever they want. I am confident they are treating me this way because I am a young, female homeowner. read more

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Returned to the same store in hopes of leaving with 2 keys that work... No such luck.. But the one I made myself on a do-it-yourself automated machine works just fine but cost more. Hmm... I asked for a manager to tell him what's happened and he was nice but only offered to credit me if the new keys he made still don't work. He didn't pay for the cost of the do-it-yourself key and I really feel like he should have. I'm not feeling so warm and fuzzy about this store anymore. read more

This specific location has had many issues lately. I'm not sure if they are under a new manager but it's not quite the same experience as before. I have encountered a few employees that have gone above and beyond to assist me but my most recent experience was not a pleasant one. I rented a blow-in insulation machine after purchasing the required amount of insulation packs. The gentleman at the rental location was kind and did his best to assist me but he did not know how the rental paperwork went nor did he know what was suppose to be included with the machine rental. I waited about an hour for him to figure it out and I appreciate that he tried to be thorough to ensure I had everything I needed before leaving. After taking the machine home (which is a heavy machine that requires at least 2-3 people to transport it), turns out the machine does not work. I tried calling the store a couple times about exchanging it for a machine that works. None of the employees knew what the blow-in insulation machine was - I had 2 employees tell me I did not rent it from their location. I called the headquarters customer service that ensured me a manager would call back (I never did receive a phone call). It required me calling a different Lowe's location to see if I could exchange a machine there because I did not want to deal with the Laburnum location anymore. Long story short, I ended up showing up at the Laburnum location without a manager ever calling and had to speak to several store managers. My husband and I are in the middle of a renovation and we have spent a hefty amount at Lowe's but after this and several other poor interactions I'd rather spend a little more on local hardware stores. read more

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. read more

This store has the worst customer service. I received a new refrigerator that was damaged i call the srore manager Steve Young and he told me that i had to come in and purchase a new refrigerator and they would pick up the old one and refund me at rhat time.. i askes him would they bring a new refrigerator at the time they are picking up the old one he said they could not do that.. im calling the market director.. aka district manager to other stores read more

Customer Service is absolutely HORRIBLE! There was only one register open and the manager was too busy trying to avoid the crowd. She must've been eating twinkies in the back break room. She saw that line and ran. Where's the Store Manager ? read more

my husband purchased paint from lowes back in may of this year ( 2023)..lowes was running a special on paint purchases at that particular time..the special was buy one can / bucket of any paint and get the 2nd for 1/2 price after filling a rebate...i mailed the rebate in back in may, we are now in august , and my husband has not received his money yet..i've called lowes several times about this and they keep saying we don't have anything to do with the rebate..i've called the rebate company and they said oh resend the info online, which i did . still no rebate received. this was a tactic to get customers to buy a product and not honor what they advertised..i'm disappointed in lowes allowing their customers to be treated that way..no one at lowes is trying to help get this situation resolved..poor customer service...i will not recommend customers to shop at lowes because of this bad practice. still waiting.!!!! read more

My boyfriend went into this Lowes this morning. When checking out and handed his change he noticed as soon as he walked away he was cheated $10.00.He returned to the cashier and told her.The manager was standing there and said who was the cashier.He replied this one. Cashier held up the $10.00 and turned her head. No apology from cashier Or the manager. How poor is this??? Will never return. Not the first rude experience we have had there. Would leave no stars if possible. read more

This rating is specifically targeted at the garden nursery area. I probably go to this Lowes two to three times a week. I find it incredibly frustrating that the majority of the garden plants are sold in prearranged baskets. Many of the vegetables such as cucumbers are consistently sold out or never ordered to begin with. Sweet potato vine is only available if you buy three root-bound plants in a hanging basket ($12). Creeping Jenny - forget it. I have checked back in so many times lately giving the benefit of doubt that they would adjust their orders, but no luck. In sum, if you need tomatoes or hanging baskets the nursery is great. Otherwise, this is a waisted trip. Also, don't even think about getting assistance from staff. They are nowhere to be found. read more

I'm not sure I will ever come to the store again the customer service is horrendous. After going to the customer service desk and talking to two different people asking for the location of an item that was not in the aisle as indicated by customer service I left the store frustrated and annoyed and empty-handed! Then I went home and ordered it on Amazon. I think the reason retail is dying in America is because they're employees just don't give a shit. read more

This is the absolute worst Lowe's I've had the displeasure of visiting! Oh and don't get me started on the deliveries that can't seem to get it together. First delivery drivers left trash and didn't hook up my machines properly so I had to call the company to send a technician out. Second delivery (which arrived damaged)they refused to hook up my ice maker which is ridiculous considering I have the proper hoses and all. I will NEVER come to this establishment for anything even if I have to drive to the Home Depot 30 miles away read more

Please do not ever use Lowe's home installation on Laburnum Ave. The store representatives are not knowledgeable regarding product, process, delivery, contact, etc. It is going on 2.5 months and my project is not complete. Initially I was scheduled for installation and my contractor realized all my flooring was never delivered. Upon the remaining flooring delivery, the boxes were open and plastic ripped off. Now today is my install day and I'm being slapped with an additional $700 "unforeseen" fee. Trying to contact a manager is like pulling teeth. Called twice was placed on hold, went to the store and they were unaware of who the manager was on duty. Then get a call from the flooring rep.... still no manager. Save yourself the headache and go with a better company. Trust me!!! read more

I will not shop at lowes any more until dogs are allowed back into the stores. You are a hardware store that has concrete floors. There is no reason to not allow well behaved dogs on leashes. The manager approached me in a positive manner and informed me but claimed that no Lowes would let me in with a dog. I will have to continue using Home Depot for my home improvement needs and to spend my money. Disappointing because Richmond is such a dog friendly area. read more

I came to this store to inquire about purchase and installation of wood blinds for our new home. I waited in the blind area for about 10 minutes to speak to an associate before finally finding and pushing the assistance button in the blind-cutting area. I then waited for an additional 15 minutes at the desk while I listened to my request on the intercom 30 times. No one ever showed up. I will be making my very large purchase elsewhere. But wait, the story doesn't end here. I hit the gardening area before I left. As I was pushing my cart through the aisles, I kept having to pick up a small tree that was falling over blocking the aisle. The tree had a decorative flag in it that was too heavy for the very small pot. The THIRD time I picked it up, I took the flag out and laid it on the ground at the end of the aisle, thus fixing the problem. Meanwhile, two young associates were sitting at the register directly in front of the aisle having a very intense gossip session. They had no clue, or didn't care anything about their department and customer service. This Lowe's is absolutely worthless. I will travel further to Home Depot to avoid this store. read more

I purchased a dishwasher on Friday May 11th that was to be installed in my home. We were advised that we would be contacted within 48 hours...so the following Saturday on May 19th, since we had not heard, I called and was told to expect a call back that day - did not receive. Called again on Monday...oh...the washer was on back order...which they failed to advise me at the time of purchase (and full payment)...35 minutes later I was advised to expect a call...they did call...but wrong number...gave them the correct number...it is Wednesday...almost 2 weeks since I paid...no dishwasher...having to hand wash dishes wastes water...this group is disingenuous to say the least... read more