I am writing to publicly report an appalling series of failures, mismanagement, and unprofessional behavior I experienced at your Ridgeland, MS location (Store #2622) on November 24, 2025. My purchase consisted of a refrigerator, over-the-range microwave, and gas range, totaling $1,880.28, which I paid in full at the time of sale.
Before I continue, I want to commend Sales Associate Leonard (#921214) for his excellent service. He was courteous, knowledgeable, and the only helpful employee involved in this transaction.
Unfortunately, the same cannot be said for the rest of the experience.
I worked with Carrisa, who identified herself as a department supervisor, to finalize my purchase. I clearly provided the correct Mississippi delivery address in Jackson, MS 39206. We completed the installation contracts, and I asked how delivery would be scheduled. Carissa dismissed my question and said Lowe's would contact me.
Just hours later, I received a delivery confirmation -- to a completely incorrect address in South Fulton, GA. I never provided that address, nor was this order intended for Georgia.
When I contacted customer service, Donna (#4011217) attempted to correct the store's error and then escalated the issue. Carissa advised that because the store manager was "not available," the Assistant Store Manager instructed her to cancel and re-bill the entire order -- meaning Lowe's expected to charge me a second time while I waited up to seven business days for the original nearly $2,000 to be refunded.
This is not a solution. It is a burden placed entirely on the customer to fix a Lowe's error.
Despite there being ample time before the requested delivery date of December 3rd, I was told that correcting the address was "not possible." Carissa then transferred me to another associate, Karen, whose curt and dismissive behavior was shocking. She insisted that although the error was the store's fault, it was "human error" and that this is simply "the Lowe's way" and has been for 20 years. When I stated that I wanted the order canceled and refunded due to their refusal to correct the mistake, she replied "OK" and hung up the phone.
Repeated attempts to call back were met with transfers and disconnections, forcing me to go through customer service again to obtain proof of cancellation.
Your team did not just mishandle a sale -- they demonstrated a complete disregard for customer trust and for basic professionalism. I was prepared to give Lowe's substantial future business, as I own and am renovating multiple properties. However, based on what I experienced, I no longer trust Lowe's to handle large purchases responsibly.
I am requesting that district leadership address the conduct and training deficiencies among the employees involved, specifically:
The Assistant Store Manager who declined to come to the phone or assist
Supervisor Carrisa, who failed to properly manage the transaction and refused reasonable corrective action
Karen, whose rude and unprofessional behavior was wholly unacceptable.
DO NOT trust this store with any high-value delivery or installation purchases. Their handling of my order demonstrated a complete lack of integrity, accountability, and basic competence.
At this time, I still have not received my refund, and I am now considering retaining an attorney to resolve the issue.
Buyer Beware !! read more
