While Lowes does a good job in some areas, they fail in others. I hate to be a "karen" and vent on this first world issue, but I must . My father in law ordered a washer and dryer for my husband and I on 9/21. Delivery was set for 9/24. Sunday 9/24 came, the washer installed, then i was informed that the dryer was very much dented. They did not even bring it into the house. We were told someone would contact us about another dryer. Didn't happen. We called. We were told that this location did not have another one in stock, so it was being ordered, and would get to the store on 9/27 and delivered to us on 10/1. Great! Nope...Even after speaking to a human person on Sunday 10/1 and being told it would be delivered, I got a call from "Blue" explaining to me that someone should have called to notify us that the store had not received the dryer and that we wouldn't be getting the dryer until 10/8. Then the fiasco about Lowes needing to fix this. I had personally spoken to Lowes employees telling me we were good for Sunday 10/1 and I had even washed a load that late morning in anticipation (again, after speaking to someone who told me it was in fact being delivered), so now I have loads of dirty laundry and wet clothes and no dryer. So "Blue" is telling me "you need to___" blardy blar blar. No. Nope. It is not my job to fix Lowes problem. Lowes needs to fix this. Ultimately, the solution arose that another customer received the same dryer, but it didn't fit, so it was returned "in perfect condition with no dents, just with no box." That it could be delivered on 10/4 abd there would be compensation. Or we could wait until 10/8. Considering we moved on 9/23 and have piles of laundry, we opted for the quicker solution. 10/4 comes, and delivery occurs. I notice a dent on the side as the 2 men are bringing it in. Because I know it won't be visible, I just "let it go". Then, they set it up (with instructions to wrap aluminum tape around the vent hole) . I go check it out, and there is a dent on the top right. Visible dent. Things don't need to be perfect, but don't tell me you are sending me a perfectly new undented dryer, then send one with 2 dents. I call LOWES 2× , ask for delivery dept., both times it rings for 90 seconds, the call drops after 4 minutes and 45 seconds. Again, I hate to be a Karen, but this is a lot of $ and aggravation. I bought a refrigerator for my mom from another LOWES and all she has had is issues. We had a new refrigerator picked out for us, but LOWES will not be getting the sale. read more

See all

Dad bought Christmas presents to be picked up here. They tried to give me the floor model that was very scratched. I asked if they instead had a in-box model or could arrange one to be sent to my house. Employee said "yes no problem!". I told her I didn't have access to the card it was bought on, since it was a Christmas gift. She didn't listen and just pushed it thru as a return then asked me to reorder it with the credit card used. I was very confused considering our entire conversation. David the assistant manager was called to help what was happening and he just tried to avoid the entire situation. Kept waking away and told me nothing could be done. Didn't care the employee returned my Christmas present after I said "don't push thru a return. Only do this if it's an exchange coming to my home address instead". Didn't care that it would hurt my father's feelings thinking I returned his gift. Nothing. Thanks Lowes! Maybe have your customer service dept actually listen to your customers before pushing thru returns that can't be undone. After the customer said DONT do that. read more

Worst store in the entire chain! Most employees little. And it nearly impossible to get assistance. Horrible every time.

Staff not very helpful. Lots of workers standing around but not offering to help. Cashier was unable to look up product information. I had to get her the information on my phone to ring it up. read more

This place gets a bad wrap. Yes it's a big box store. Yes it's blue, and yes things you buy here require you to go home and do work. But they are local, provide jobs and sell stuff I think I need to fix other stuff I broke. Typical easy shopping experience till the end. Bought 6 fence stakes so I could assemble a Halloween Skeleton March protesting COVID ....anyway .... bought six, cashier ran me up for seven. When I asked her to correct it, she told me it was my fault and directed me to customer service. So I did. They fixed the problem and then I write this. Happy Halloween:) read more

Lowe's Home Improvement - I need this to store / Halloween props. - Hardware Stores Near Me - Richmond, Virginia

When I first arrived I waited around for a bit because they wanted to confirm the items I planned to purchase were in stock. My transaction was handled by Jeleesa. (I think I'm recalling her name correctly) refrigerator & washer/dryer. She was great! I really felt she went above and beyond to make sure I had the correct add on items, used coupons that applied to my transaction, even told me that her mom has a similar refrigerator. Walking into home improvement stores can sometimes be intimidating as a female shopper .. or maybe just to me because I didn't have to purchase any home appliances before, but I really appreciate Jeleesa. She doesn't even work in customer service, she was actually a Receiving Coordinator. read more

See all

I have shopped here numerous times and I'm pretty fed up. Yesterday I went for the second time in the last couple weeks to get lawnmower parts (a blade and a spark plug) only to find they have nothing for older models. I spoke to an employee and he said they recently changed that section and only sell newer mower parts. Yet I was able to go nextdoor to Walmart and get the blade I needed. Today I had to return two miniblinds. I told the girl I had a return but also wanted to speak to a manager. She asked why and then totally ignored my request to speak to a manager. All of the boxes in that size were open and in the regular aisle for miniblinds. They were missing the hardware. I can see putting something like that on the clearance aisle but not with regular stock. Tired of wasting my time at Lowes!!! read more

I do not understand why it is so hard for Lowe's to handle pick up business. You order it online for an in-store pick up. You even check in online on the app before you leave your house to let them know that you were on your way. You get to the store you pull into the designated spot and you let them know that you were there on the app. And then you proceeded to sit while they completely ignore every bit of technology that they have tried and failed to implement. This is not the first time that I have gone to go pick up a large item and followed all of the steps that they want you to follow, and then I get to the store only to be completely ignored. Today it was for a grill. I am so irritated with their entire online order and pick up process that I am just going to go elsewhere with my $450 and buy a grill. Like I said, This is not the first time this has happened with Lowes. Shame on me for continuing to give them a chance when they clearly do not care. no one even offered in the store to order my merchandise and ship to the store so that I could get one in a box. No one offered to order it and ship it to my house for me. They said I needed to do that. I cannot find anywhere online to email anyone for help. When you call, there is a 30 minute plus wait time. Their ability to provide any semblance of customer service is dead. read more

I bought paint in the wrong finish - my decision, I messed up. It wasn't until I was at the register and saw the gloss in the sun that I decided I couldn't go through with the investment in 3 gallons of paint before I asked if they could possibly please make me a flatter version of the same color. I swear I'm not a Karen. I just didn't want to go with it without at least asking if they could do anything for me. I'm embarrassed just typing it. I excused myself from the register and went back to the paint counter to beg them to help, offering to pay for the paint they had already mixed either way. The manager (?) spoke to us and said they could do it, and the poor girl behind the counter that had just mixed 3 gallons of paint had to do 3 more. :/ They really didn't have to do any of that, and I was totally expecting to just have to eat the cost, but they let us just exchange them. If anyone there is reading this, sorry if I made your day harder! You guys saved my @ss today. Thank you! read more

Awful store. Rude employees, do not offer to help you. Do not even talk to you when you check out. Who trained these people. No one in the store seems to care at all. Will NOT be shopping here ever again. Home Depot is just a few miles away. They at least act like they want my business. read more

Worst damn service I've ever received. Ordered pick up after paying online and setting up a pick up time. Arrived at Lowes and parked in the pickup lane, I followed directions and called listed number on pickup lane pole to announce that I had arrived in pickup space. Customer service rep on the phone did not communicate that someone was coming out, she just put the phone down for 15 mins while the receiver was still active. Manager came out after said time and said he did'nt know where his employee was. He did'nt know if he went home or what. He took down my info by writing on a paper on the side of my new luxury car. I was worried about indentations from the writing in my clearcoat however obviously Lowes employees dont care about their customers. Another employee brought out my order 20 mins later. It was the wrong item. I took item in and exchanged it myself. Other customers were equally as frustrated and angry. All in all it took me 1 hour to gey pick up from this Lowes, they will never get my business again. Screw this place. read more

I had to grab 8 bags of cement place wasn't messy and I was able to get everything I came for.....kinda had to help myself as long as I knew where I was going...oh well read more

I have always been a Lowes shopper. I have always preferred them over other competitors. However, the Lowes on Brooke and Parham is the armpit of Lowes. Service there is nonexistent. Trying to get anyone to help you is all together impossible. I've will keep going to Lowes but will not be going to this location! read more

Installation services is weak at this store. While the design staff is great, it took 5 1/2 months for them to install my bathroom (they did not even start until 4 months AFTER I paid). Even when I "escalated" the situation, the installation sale manager and the project scheduler did nothing to improve the speed of installation. In the end, the work of the installers was strong but the "Start-to-Finish" project management advertised by Lowes is non-existent at this store. Use Lowes for their materials and design services - they were both great - but use someone else to install your kitchen or bath. read more

Unfortunately this is the closest store to me and we are always into a project so we make frequent trips. The customer service is terrible. The cashiers are miserable and one barely looked at me or spoke to me the other day when I was checking out. Another one, in the Garden Center, felt she had to argue with me over the price of something instead of calling for help to confirm the price or looking it up in her book. In the end I (not an associate) had to trek to the back of the garden center to take a picture of the price and sku. Ridiculous! Again I am kind of stuck going here. read more

I wanted a key made and I brought the blank with me ( yikes, don't ever do that at Lowes ! The woman in hardware dept, ( Lowes on Brook Rd, Richmond, Va) could use a refresher course in customer service. She snapped at me for asking an explanation on a service she said they wouldn't do. ( yes I said wouldn't not couldn't ). She raised her voice and repeatedly informed me , " ma'am, we won't do that". I thought she was going to come over the desk and shake me into accepting what she was yelling at me. Before this woman had a complete melt down I asked to speak with the manager. Low and behold he was able to explain the situation to me rationally and I could understand his explanation. All this to have a key made, such a bummer to run into a Lowes representative with so poor an attitude. read more

Would give 1 star, however, did meet a rare helpful employee in the past. Today, however, it took 20 minutes to get a propane tank. Go to Home Depot and save yourselves the struggle read more

I'm very disappointed. I had scheduled a gutter consultation online a while back. I had confirmation info and emails for the appointment. The appointment was for 3pm, no one shows. I sat on the phone (on hold mainly) for well over an hour trying to get a person on the phone. Two different reps told me my appointment didn't exist, another told me my confirmation number wasnt needed, and the last two told me that the person scheduled was unable to be contacted, was covering for someone else and that they were backed up. No apologies, no attempts to reschedule- nothing. I told them to cancel my appointment, but at that point it was 4:15. Not happy with the service. Will not use them for this type of thing again and I definitely will not recommend them! read more

Many thanks to Pat in the tool department who was asked by the customer service desk to locate a Bluetooth speaker I was looking for. The website said the Broad Street store had several in stock, but I went there and they couldn't find one. Pat wrote down my info, searched high and low and CALLED ME BACK after 20 minutes. I drove up and picked up my speaker from the CS desk, no problem. If Lowe's had more employees like Pat, their customer device reputation would improve exponentially. Lowe's, hang on to this guy! (Pat, sorry you were at lunch when I came to thank you.) read more

Priced out materials and fixtures for a bathroom remodel on 5/12 and was told that the shower walls with elevated seat base would have to be ordered. Expected arrival in approximately one week (5/17). After picking up the tub base and bringing it home on 5/20, we discovered it was cracked in the box by the forklift. Took it back and was advised it would be credited and then reordered to arrive in approximately a week. Then received a call a few days later saying that it would need to be credited and re-billed again due to a "shortage". After a long phone conversation, it was determined we should be able to do that without coming into the store. Expected delivery would be again approximately a week (6/3). Called to check status of the delivery on the evening of 6/1 and was unable to get any information other than it looked like it had been ordered on 5/25. Went into the store again on 6/3, and found out it would be possibly arriving the following day (6/4). Because we can only work on this project on weekends, this is now going to take a couple of months instead of a few weeks. There are really only a couple of employees who seem to care about the issue. If you ever get the chance to work with Maria in Customer Service, she's very helpful, and I'd like to commend her on her great customer service. She's the only one who's called back when she's said she would, and she actually checks with other departments to see what the status is on an order. read more

Great when I have to pick up something or plan a project. But as is typical with Lowe's, you can never find someone to help you :/

Ugh! This has to be the worst Lowe's I've ever been to. I've only had 1 good visit which I left a positive review for, but it seems that they are back to stinking it up. There were no carts inside... lucky for us we were able to snag one from the over abundance of them in the parking lot. There was no one around when we were looking for help in lawn and garden, and no, they weren't with other customers. We eventually heard some loud laughing and yelling, which we discovered was a couple workers yelling back and forth to each other with someone else who appeared to be someone who also works there but must have been off the clock. The bathroom was out of control. For a home improvement store, I find it ironic that both the door and the faucet were broken. The trash was overflowing, the sink was covered in hair and the floor probably never saw a broom. Now I get it, it's not a restaurant... but it shouldn't look worse than a run down gas station john. Please get it together Lowe's on Brook Rd. I hate driving 20 minutes out of the way just to fight short pump traffic because the Lowe's out there knows what they're doing. Or would you just prefer I go to Home Depot?? read more

This store should probably be leveled into a parking lot or something more useful like a landfill. The customer service or lack of is deplorable. Majority of employees seem to be vacant and generally more concerned with gossip among themselves. Their product knowledge and ability to point customers in the general direction of their needs is pathetic at best. Can only assume the store manager is just as disconnected as she/he allows this nonsense to continue. From the employees taking up multiple parking spots as if their worn out impalas or challengers are in a car show. To having to wait over 45 minutes to pick up some special order items. Employee asked "do you know what they(order picker) should be looking for"? My response... "yes, my order number and my name". Simply put, drive to Mechanicsville or West Broad and save yourself the aggravation of this poorly managed store. read more

Don't waste your time shopping here. I bought a refrigerator and arranged for delivery. On the day of delivery I received a call that the item had "a few minor dings" in the doors and an offer of 20% discount or to order a new one. The item arrives and the definition of "minor dings" was way off. There was no way we were taking it, even with a discount. I refused delivery and asked for a new one. It will now be ten more days for that one to arrive. I spoke to a service manager, Thomas, who could not have cared less about the inconvenience or the fact that we are now without a working fridge for 10 days. I asked if the discount could still be applied and was rudely brushed off - I was told "well, we offered you a discount already and you didn't take it". True, I was offered a discount for a damaged product not for the debacle of getting a fridge delivered. The signs in the store state "next day delivery." Next stop is the store manager. read more

I was disappointed with the lumber choices. Many warped and uneven boards. The people at the checkout were friendly. However not many walking around. I am extremely upset they do not allow dogs. They claim it is for safety and sanitation. I will not be shopping here again until they allow dogs. The other Lowes stores allow it. read more

This use to be a very reputable store but not any longer. The Lowe's on Brook Rd., has gone way down in service. Trying to get help over the phone is almost non-existent, not to mention receiving a call back like they say. It is also crazy to have just one person working in a department, and when that person is helping someone else, the phone just rings back to the operator continuously when you call the store. The customer service is very poor to say the least. I hate to say it, but Home Depot will probably be my choice in the future, unless something changes. read more

Gotta appreciate their greeter who directed me straight to aisle 16 for key making. Fast and friendly and quick checkout.

Went in for lumber. Poor merchandising with labels and wood not matching/being out of place and warped/uneven boards, as another customer pointed out with their review. Finally found what I needed, then found out that their saw was broken, so they couldn't cut the wood. I took my business elsewhere, but returned for another shot about a month later and the saw is still broken. Seriously? A hardware store that sells hundreds of saws but they can't use a single one to cut anybody's wood... Try somewhere else, don't waste your time. read more

This store is one of the best lowes around clean and people always ask if you need help and if you found everything. The manager walked me to the isle for a toilet washer. Guess what. I bought a lot of tiles and and an entire appliance suite from them. On time delivery etc etc. read more

Worst service ever. Don't bother ordering anything on line at this store. Received our item in disarray, dirty, and broken. Sent it back and they said they would replace it and deliver it. Told us they would call Saturday morning and have it delivered that morning. No delivery or phone call. Called the Manager who said he seen the item being loaded on the truck and would look into and call back. 2 hours later, no phone call or delivery. Called customer care, who stated they don't call supervisors that they would handle it. Which means they call the store and tell them how upset you are....so much for customer care. No accountability or care for such poor service. There is too many better places to go than to deal with this store. The Mechanicsville store we have found to be much better, faster and efficient. read more

Purchased a Side by Side refrigerator online from the Brook Road store. Paid for everything and got an online receipt. Got a call 3 hours later saying that they need to cancel my order because the refrigerator they have in the store is damaged. I asked them to order me another. They said I should call back tomorrow. I called the next day and was bounced from dept to dept. Finally I asked to speak to the manager. He did not pick up the phone. I recommend you skip this store. read more

How long should someone have to wait on a Saturday morning when there are only like 20 customers in total in the store? After 35 minutes, 4 trips to the front desk asking for help finally 3 guys came over after I asked for a manager. And then to top it off the wood we wanted was actually in the wrong area mislabeled so we had to go back and find the actual correct wood. Before that, just as bad and maybe even worse when asking for drywall screws the guy in that area walked me up and down that isle twice and over to another isle before just leaving me to point and say it should be somewhere. In the future I'll drive 3 miles down the road to Home Depot. read more

My wife and I worked with Calvin in the millwork section to pick two new doors installed on our basement walkout on our 60 year old home. Everything worked out good and we had Lowes install it and the job turned out great, looks wonderful enough that we're headed back to buy a new door for our porch. read more

This is my local Lowes and we go there all the time. Its usually ok, no major issues. Sometimes good service and sometimes no service. This review is based on my visit last week. I visited the store to purchase couple of lights. As i could not see what I needed, I went searching for an associate to help. Found a female associate few aisle down and she paged for help. I went back to my aisle and waited. My help "Andy' got intercepted by another couple shopping, assisted them and walked away. Granted he didn't know who the customer was. I went to customer service desk and was approached by an associate who looked like he was on his break. He asked if we needed help and promptly found 'Andy' with customers and asked him to help us next. Andy acknowledged. Few minutes late, finishing with the customers he was assisting, Andy gets approached by another customer. Looks at us and walks away with that customer! I was appalled by such service. So far we spent approx 20mins trying to get some help. What i needed was on the top shelf, tho advertised on lower shelves. Went back to customer service and same associate (wish I took his name :(), took us to aisle to assist. Suddenly, Andy comes from around the corner, looks at us and casually tho not interested, asks if we need any help. I don't know if he has any issues with comprehension or customer service, but that kind of behavior is not acceptable. After I told him someone else was assisting us, as he ignored us previously, he started arguing with me that he was with a customer....Anyway. Disappointed with Lowes that they employ people that are rude and lack customer service. On positive side, the other associate was amazing. Even though he appeared on his break, he was still willing to help. I don't expect miracles from Lowes but basic customer service would be most welcome. read more