Ruby in Seasonal helped us on the phone prior to us coming to the store to buy a grill. She went beyond for us. The service didn't stop there. Went to the ordering/customer service/return desk and Megan was so helpful, knowledgeable and patient in assisting us in ordering several items for the grill, as well as setting up delivery. read more

i would give a ZERO if i could! Went to return a brand new water heater and the guy's name (Michael) behind the front desk, which is also customer service never smiled..never said how may I help you? Absolutely no kind of friendliness or helpfulness. I mean I'm in complete shock. I had to suggest looking up the correct one to get the ball rolling.. then he OVERCHARGED ME!! Why would you have someone like this working behind the front desk who is working for customer service who acts like he hates his job? read more

Lowes says that they have delivery installers that are trained. I don't believe that's true. They sent two installers out last week neither of which spoke English. They had no idea what to do and told me to hire a plumber to come out and disconnect the refrigerator and washing machine and then they would come back and reconnect my new appliances. So I was forced to pay $79 for a five minute service call to ask a professional plumber to disconnect my two appliances. That was ridiculous. I asked Lowes to reimburse me for $79 and they finally agreed to a $40 gift card to be used at Lowe's. if they're just gonna give their store gift cards they should reimburse the entire $79. I would never purchase any other appliance from Lowe's that needs to be installed by their installers. I will say that the second time they came out I did request different installers and they were much better. Lowes told me their policy was at least one person would speak English when they send out installers so Lowes violated their own policy last week by sending out two people who did not speak one word of English. They just kept talking into their phone and then pointing the phone in my direction via a translation app. The guy kept saying he was afraid to disconnect the appliances because he was afraid my house would flood. The professional plumbers that came out to disconnect said that there were no problems with disconnecting either and he should've been able to easily do it. I still want Lowes to pay me the other $40 that I'm due because they sent an untrained incompetent installer, which was a service that I paid for. read more

Lowe's delivery is third party outsourcing and will be your nightmare. Just do a quick internet search, read reviews and you'll find a systemic dysfunctional system that leaves you in a financial mess. Placed a delivery order, paid for it, scheduled a date and time for delivery 10 days out. The day before delivery, Lowe's gave me a time range for delivery as scheduled. I had to cancel commitments to receive delivery, since Lowe's requires I be there when they arrive. On the day of delivery, Lowe's canceled the delivery and rescheduled for a week later at the very last minute. On the second delivery date, once again canceled without communication and rescheduled another week later. This is par for the course in today's market place. I was not even involved in the conversation. Of course, they boast about their wonderful AI chat customer care nonsense, where you can waste your time clicking your way through a computer that solves nothing. I Canceled this order and purchasing from elsewhere. I've spend thousands at this store, No more. Go elsewhere folks, this mediocre company doesn't care nor do they earn your business any longer. I'm done with them and will share my story with everyone within my business and sphere of influence. BTW, if you receive a last minute cancellation and rescheduling by an outsourced delivery entity known as "Hollar Creek", just cancel your order immediately, you'll never receive your order. Remember to look online: keywords-Lowe's delivery problems read more

I purchased some Trex fencing from Lowes in Richmond on July 1, 2025 and it is 9/25/2025 right now and it still isn't completed. They have lied to me so many times over the past 2 months that I have already lost track of how many times they have lied to me. I paid high dollars for this fencing because it has to be special ordered because they don't keep it in stock.To begin with, the first delivery was the wrong fencing; it belonged to a family in Georgetown, Kentucky. My fencing was delivered to Georgetown, Kentucky. After contacting a lady named Molly, which was a third party contact person, she informed me that she would get it corrected in two days. It took almost two weeks and when we did receive the order, it all wasn't there. We ordered a Winchester Grey color and it looks brown? We then contacted a lady named Jennifer, whom was the sales person that visited our house and gave us the quote to send us a sample of Winchester Grey and she was going to drive to Louisville and bring us the sample within the next two days, and that was two months ago and we still haven't received it. Lowes has the worse customer service than any other company I have dealt with and after they do finish the project, I will never spend another cent with them, period!!!!!!!! Andy T. Berea, KY read more

I bought a zero turn riding lawn mower and it was to be delivered. I waited till noon to check the status. They could not get it started. They said it would come from Winchester. So I called again at 7:30Pm, as it has not arrived yet. I spoke with a manager named Andrew. Lowe's hired the right guy for the complaint. If people say they aren't happy it is because they really don't understand customer service. This guy had to cancel my riding lawn mower and for that he got me a upgrade for a lower price due to this as the people I spoke with never wrote down the troubles with the other one. Now I know my time is important, I got things to do. It was raining, no lawn mower delivered, and having to wait another day for it, but as you may know, yelling, and such just won't solve the issues. Andrew and I worked it out and it will be a good day to get that lawn mower as promised. I do expect it to be delivered TODAY. I do however think their phone system is wack. It cuts off, hangs up on customers calling in, and sometimes you get cut off of the conversation or they can't hear you on it. THAT needs fixing. Just remember, don't yell at the service. They are people too. YES, I know that some are STILL waiting for their goods to be delivered. This economy isn't going to let folks stay on jobs and it can get more frustrating as time goes on. Think ahead, be smart about the situation. read more

Big Thank You to Heather the manager that helped me with an Urgent request today at the service desk. Heather really went out of her way and above and beyond. read more

What in the world has happened to Lowe's? Use to be a decent business. I called them to ask a question about concrete. The girl that answered the phone put me through to the Insulation Department who hung up on me. So I called them again and she put me through again. I could hear a man talking in the background and then I got hung up on again. People tell me that this (Richmond, Ky) is the worst Lowe's around. And my recent experiences with them have been less than satisfactory. Lowe's needs to get it's act together. People are talking and it isn't good. read more

So once I found out about a certain Halloween item that I just had to have I tried to call Lowe's at 9:00 at night and the phone just continuously rang for these issues I'm going to give them zero stars if possible, because the next morning at 7:30 I did the same thing and their phone rang for half an hour before I gave up. I did go to their website where the online chat was again very lag and did have the item I was looking for on online they said the item number was not active. So once again I called and finally got a hold of somebody her name was Summer she was helpful and put me on hold to go look to see if the item had been stocked yet as I was told by the MST team who was helpful his name was Joe, said to check the next day when I came into the store so when I called summer helped by looking to see if it had been down stock yet. She said it had not and then I needed to try again later that day or the next morning. So the next morning I call and I got put on hold but I didn't get the girls name and she never came back so I was on hold for 25 minutes. Then someone finally picked up and he was very nice his name was James and said that he would hold the item for me because I had already paid for it and was a pickup later. So there was another person but I forgot his name he also helped me and I'd like to think everybody who got the item to me because they're very viral right now and I'm so happy with it.Well your phone service is way under par as I was just in there yesterday with my brother-in-law to pick up my item and the phone was ringing off the hook and no one seemed to be bothered by it and it was distracting annoying to say the least. So I'd give four stars to most of the employee interaction that I had except for the girl who just left me hanging.. and the fact that they actually called me back to tell me my item was in which was surprising. So thank you James thank you Joe and to the other guy I can't remember his name. Other than that ,someone needs to get their phone game on point. The employees don't answer the phone on the floor, I called lawn and garden seasonal even home decor and nobody answered. But once again thanks to the employees who did do their job thank you, I appreciate you. read more

I've been coming to the Richmond, Ky Lowe's location since I moved to the area a couple years ago. Most of the staff are nice and really do try to help. My issue is the store stocking and stock maintenance. It has been awful. Consistently awful -especially plumbing. Electrical is moderately better, but plumbing is a wreck. Just look at the Sharkbite and PEX bins. If you are doing a project and cannot afford to waste time, DRIVE TO LEXINGTON. The Lowe's on Old Todd's Rd is infinitely better maintained. Home Depot 1/2 mile further is as good. If they have your plumbing parts/pieces in stock, it'll be in the correct location and in a tidy manner. The Richmond Lowe's is a grab-box of mixed pieces especially Sharkbite). The amount of time I spent fishing for the right parts in various bins is far greater than the 30 minute drive to Lexington. The frustration is immeasurable. The Richmond Lowe's is the k-mart of hardware stores. It is consistently disorganized and poorly maintained. With the supply/delivery crunch going on, one would expect maintaining organization of current stock to be easier and feasible. read more

The Richmond Ky Lowe's may be full of the most undereducated employee's ever to grace the work force. Went in for a Kobalt XTR 1/2 impact wrench and was met with pure unadulterated adversity. I was told I couldn't get a promotion because it was online-only, so I suggested I just buy the tool online and pick it up since the tool was literally in my hands at self-checkout only for an employee to say that would mess up the stocking of that tool. I can't make this up. My goodness that place has gone very downhill. read more

Awful in every sense of the word. Can't get reliable help when you're in the store. Tried to save myself a trip so I called instead. Customer service is nice enough when they answer but when they send you to a different department nobody answers the phone. The "Pros" desk is useless. They aren't pros at customer service or providing answers for your questions. Shopping at Lowes used to be a fun experience. Now it is nothing more than a hassle. read more

Looking at the other reviews, I'm not surprised at all that this Lowe's in Richmond, KY gets just one star. My turn, I called in the store first to make sure the price I was seeing online was correct. True, it did say "out of stock" and I asked the salesperson about that. They said "it says out of stock because you have to come into the store and order it. You cannot place orders over the phone." Since it was such a good sale on a washer/dryer set, I agreed to drive one hour to the store the following day. I was met with rude, young employees who kept trying to tell me it was "clearance" when it clearly said "SALE". I returned home and attempted to call the store director. Heads up: Andrew the manager is a RUDE and DISRESPECTFUL person. He continued to interrupt me while I was talking. And tried to gaslight me, even tho I tried to explain to him what I had been told on the phone the day before about coming into the store to place the order and still get the price that was advertised online. How Andrew ever became manager, I'll never know because he wins the prize for being incredibly RUDE. I normally go to Lowe's all the time but I won't be returning to this place! Thank goodness they built a new Menard's there and I have a better place to take my business. read more

Chris(Manager) at Lowes has gone out of his way to make sure customers are satisfied and happy with their visit at his store. If there is an issue of some kind he will look into the matter himself. He wont dictate the problem to some one else. He researches it, finds out what went wrong, and corrects the issue then does everything he can to make sure it wont happen again if possible. He is the kind of person that make shopping at ANY store a experience that you remember for the correct reasons and not the negative reasons. He is the kind pf person that remembers your name or at least your face for the 1st few visits then your name is said with a "Hello Mr/Ms " and a smile. When I see him I all ways try and give him positive feed back on one of his co-workers like the female that helped me with stain today, I didn't see him after she helped me but hopefully he will read this or When i see him next I will pass on how she was help full and made my shopping more pleasant. To me shopping is frustrating enough with out having rude and thoughtless employees walking past ignoring the fact that you look lost and can use their help, even if you ask for help, or I have heard "Not my Department" and walks off with out stating if they will send someone else to help you. So all you at this LOWES who have greeted a customer with a smile, asked to help a customer or has just been cheerful to make the customers visit just a little less frustrating, I say "THANK YOU". read more

We have bought several big items from Richmond Lowe's in the past without any problems. However, the last two transactions have been awful. Lowe's has really gone downhill. read more

Went there Monday 1-08-2018 to buy 11 closet doors. My wife and were trying to figure out what we needed. An employee named Sam came up to us and walked us through the entire process. We bought 11 doors and found we could have them delivered for $50.00. We were thrilled we didn't need to get them home ourselves. Great experience. read more

Yes, the store has most items you need but the service is horrendous. We have spent over 40k on home remodeling here over the past 3 years. Every single transaction has had some sort of issue, which leads to dealing with incompetent or lazy personnel. Don't get me wrong, there are folks here who know their stuff, but they are the minority. Each time we have had a bad experience, we have had to be the ones to "drive the cart" meaning we have always had to call and ask or check up on the issue. It's hard to guess when or if we would have ever had solutions if we hadn't called to force them to do their "customer service" job. In the past year alone, we have had countertops cut incorrectly, the flooring installer quit his job without notice to the customer, and no notification from Lowes, placing our project behind. Most recently, we had warranty work performed on our mower, at the time of drop off, it was stated and listed that no work outside of warranty would be performed without contacting me (this is mostly on the repair shop Bishops). Needless to say they charged without notification. After arguing this issue, the store manager credited the charge. Upon arriving for pick-up of the mower, we were processed quickly; however, my pregnant wife and I sat over 45 minutes waiting for the mower to be brought around. We had to leave for a previous scheduled appointment without taking possession of our mower. I have yet to return for pick-up upon writing this review. To sum up, it appears most of the employees, not all, lack customer service and knowledge of home improvement, or the items they are there to assist in selling. Update: The mower was ready, all fees waived and a $100 gift card for the issues today. Judy Moren was a tremendous help and one of the employees that actually knows what customer service is. Thank you, Judy! read more

We just returned from Lowes in Richmond. We were returning my husband's Paslode 30 degree cordless framing nailer. He had been having difficulty adjusting the depth of the nailer to nail. It would not hold the depth. The Paslode came with a 2 year warranty and we purchased an additional 3 year warranty. We purchased this Paslode 1/2/18. All the paper work was sent in a timely fashion. We kept copies, Lowes would not back ANYTHING UP. So now when you buy things from Lowes and it doesn't work and it's under warranty, it is the customer's responsibility to send it off and get it repaired from the company that made it. What about the replacement information that is listed in the warranty. This is really a bad way to treat customers. To give you an example on how honest we are. We just recently received our rebates on paint we had purchased from Lowes. They were in the wrong amount, they sent double what the amount should be. I called Lowes rebates and told them what happened and she readjusted the amounts on the gift cards we received, so we will have to wait another 30 days before we can use them, but that is just how honest we are and we do what we say we will do or we will fix it until the customer says they are happy with the work done. Lowes IS NOT LIKE THAT !!! read more