Lately I've had numerous really bad customer service experiences here. Actually, there's been literally no customer service, or service at all. Today in the Garden Center, on the first real day of Spring weather, the first Saturday it hasn't snowed since October, there were approximately 3 people working in the garden center. They were all completely tied up with check out. I tried asking for some assistance and I was directed to the back of the garden center where I was presented with more options of fertilizer and less employees to possibly answer my questions. Together, my boyfriend and I pursued the aisles in search of anyone in a blue vest, but with no success. Committed to purchasing our grass needs here due to gift cards, we made some blind guesses and left feeling uncertain and annoyed. If we didn't have gift cards, we would have driven down the road to seek out orange vests instead. read more

Yikes! Came for a gallon of paint- one person in line ahead of me... no worker in sight. Other customer had been waiting 25 minutes and they had called over the intercom for service at paint counter twice- no one I asked for help- they called again- no one... third person went and asked - we were told he's on his way - line is 6 deep read more

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We went to this Lowe's for a few items. Multiple employees asked if we need help finding anything while looking through the store. The store was well stocked and they offered fair prices for their products that were standard for the industry. We will be back if in the area and need more home improvement items. read more

Order filter for my lawnmower to be delivered to store over a week ago. So here I am waiting for my item with no communication whatsoever and see they refunded my money and my tracking shows it was never shipped to the store. Great job letting me know my order is not coming!!!!! read more

Went to buy kitchen cabinets, sink, faucet, countertop. Drop 4-5 thousand, they wouldn't honor their own online sale price on kitchen cabinets. They supposedly honor and will beat the same item from any other store. These jokers were rude, except for cashier, was told I'd have to buy online and than pick them up at the store I was at, obviously later. I'm the type that likes to pick out my own stuff, so it's not damaged and make sure it's the right item. Told them, they can keep them, hope all the Lowes are not like the Henrietta branch, Store #0645. You learn something new everyday. read more

Ordered a new refrigerator specifically because delivery was next day. 1st attempt: The truck broke down and it didn't arrive from the warehouse. 2nd attempt the next day: It arrived horribly damaged and delivery team wouldn't even take it off the truck 3rd attempt wouldn't be for for two more days. I asked for a special truck considering that they already messed up twice. NO. I asked for some compensation in price - NO. Ended up canceling and finding the same frig at Orville's being delivered tomorrow (Sunday). read more

I used Lowe's for a new counter and install. I was quoted an amount and had to put x down to get things started. A person comes to measure the price goes up without my approval. The % down should have rose as well? Lowe's store policy is: 'the installers do not remove sinks.' I thought I could do it but turns out I was unable. The people putting the counter down call to let me know they're arriving soon. I told the guy on the phone that I am not able to remove the sink should I cancel and reschedule? He said,' No, I will do it.' They broke the faucet. I didn't have water in the kitchen for a week. My mom has a friend; whose, son is an apprentice. He said whatever they were cutting clogged the hose so I bought a new faucet (120$) and tipped the person (40$) each time he came over. This was a two day repair. Went to the store and they said there is nothing they can do for me so gave me an 877 number to call. I called it just to be transferred to another person. The backsplash of the counter is not flush with the wall. A person was sent over to see it and they told me "it is cut too short here and too long there'. His visit wasn't documented. The hole for the sink was not cut properly either. There is a seam over the dishwasher as well. The installers claim that I had the sink out and it isn't flush because the wall is 'wavey'. Lowe's goes with the installers claim as they should. I took pictures of the counter and sink but I am in the same boat for months now. read more

I should have read the reviews first before buying my dishwasher from them AND I made the mistake of paying for the installation. while the dishwasher is great, Lowe's should pay me for the install. guy did not level the dishwasher in any of the x, y, and z axis. it was out approx 1inch from to to bottom. when I went to store to complain, the manager refused to come out of her hiding spot and customer service is mis-named. If you are considering them, just don't read more

This Lowes should get an award for being worst run in the country. Every time I come here they are idiots. I don't know why I even bother.

Unbelievably terrible customer service! Their website won't allow me to register an account. I spent a tremendous amount of time on this over two days, which should have been quick and easy. I've tried it on different devices and multiple browsers. They had me clear my cache, which has created a string of problems for me, and which still didn't fix the problem. Their customer service bot is useless. Their customer service people ask the same questions, which I responded to immediately and they responded to slowly. They were unable to fix the problem. Since they wouldn't let me register an account, and since they had all my info because I had to give it to them several times, I asked them to create an account for me and send me a temp password, but they refused. After wasting a lot of my time and not solving the problem, they kept stalling and stalling and then hung up on me. I'm through with Lowe's! read more

All of the isles are cluttered with either picked orders or lawn mowers impeding my own ability to walk through with my own cart and select the items I need. Also, I had to walk around the store continuously until people on the fork lift finished whatever they were doing to allow me to get the lumber I needed. I made eye contact and nodded to the one flagging for the fork lift and they ignored me. read more

In the midst of a completely botched delivery with no one rectifying. Initially a broken machine was delivered. Now the replacement delivery was cancelled (on the end of the day it was supposed to be completed, ie I waited all day for it) and I am awaiting a "rescheduling" call. Maybe it will happen and they will make this right and I can correct this review. I doubt it though. read more

I went in to buy a Toro leaf blower. The only one I wanted was a display model. The person I spoke with (Sean) was very helpful in trying to put the pieces ( battery, charger, etc ) together. It was supposed to have a 4amp battery but had a 2 amp installed. Sean was going to swap out the 2 amp for the 4 amp.He was supposed to call the next day. I didn't hear from him, so I called. I ended up speaking with Elisha, dept head. He refused to help at all. He just kept telling me that the display was different from the placard and wouldn't ask Sean about it. Said they come out of the box that way. Sean should be recognized for going above and beyond. Elisha should be retained in customer service. read more

My wife and I came into the Lowe's store in Henrietta this morning and the staff could not have been more helpful. Jennifer answered our call for assistance and stayed right with us to procure 12 folding chairs. Jennifer was able to get Josh to pull down boxes of chairs from the upper levels of the shelving and Warren came by to securely place them in our cart. Linda at the checkout was talented in figuring out a challenging situation with our gift cards, followed by Nando, who rolled out our cart, opened the boxes of chairs and placed them in our car before taking the boxes away for recycling. Throughout this process, Jennifer was exemplary in lining up the right professionals to assist us! This teamwork, all for the purpose of providing stellar customer service, is rare in retail circles today and is gratefully appreciated! Steve & Cathy S. read more

No cashiers! Long line of people trying to check themselves out. Meanwhile I observed 5-7 employees milling around talking and basically having nothing to do. Come on Lowes!!!! No one wants to check themselves out!!!! Put your employees to work at the cash registers!!! The only reason I give them two stars is one employee was sooo bored, he was going around asking customers if he could help them find something....anything! read more

BUYER BEWARE ON MAJOR APPLIANCES! My wife and I bought a refrigerator through this Lowe's store to have an actual local person involved in the process. If you expect good and helpful service, look elsewhere for it. Our order got shipped out of Syracuse and damaged in the process of installation. The Henrietta store could care less about helping out a customer who probably got them a commission for the sale. We got forwarded to a call center who was not sympathetic to a simple request of replacing the door that was dented by the installation technicians. The delivery was rushed, shoddy, and no care taken for my house or the appliance. I will be taking my business elsewhere in the future. read more

I had a nice Sunday project I wanted to complete at my home. Placed an order online for in-store pickup. Went to the store 2 hours later and the order is not ready for pickup. It is now 5.5 hours later and my order is still not ready. Went to Home Depot. Bought the items I had ordered and spent less money. Very disappointed in Lowe's. read more

CHEAP ORGANIC DIRT! I love coming here for all my garden shopping needs! I have a ton of house plants and very picky about the dirt I use. Lowes has so many choices to choose from and for very low prices! Many plants to choose from as well! Today they had huge sales and mark downs on a ton of mulch,stones,dirt ect. Only here a few times a year but totally worth it! read more

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Very good srervice friendly awesome people very very good both my parents loved your service

Wouldn't go here to buy paint again. First I had to wait like 15 min for someone to come over and help. Then after listening to the guy swearing at his computer for like 10 min attempting to make my paint he gave up and said he couldn't get it to work. Left with no paint. read more

On the phone with Lowe's: First call the automated message stated that there was no delivery associated with my phone number. No answer via customer service. Second call the automated message stated that delivery would be between 1-5 today. This time, customer service picked up the call. First she said that my appliances would be delivered at sometime, but she didn't know when. Then she said between 1-8pm today. She put me on hold, and came back to tell me that the delivery was canceled at my request yesterday. (It was originally scheduled between 1 and 5, but I ended up with a dinner reservation at 4 - Mothers' Day. When I called yesterday, the rep gave me a hard time but somehow contacted someone to cancel the delivery.) So this rep returns to the phone to tell me what I just told you in parentheses. Like...I KNOW THAT...I WANT TO KNOW WHEN THE NEW DELIVERY DATE AND TIMES ARE...DUH! Her: Do you have the TSN number? Me: A TSN number? Is that on the receipt? Her: No. Me: I don't know what that is...what is a TSN number? Her: That's what I am trying to figure out. Let me put you on hold. She came back to the phone after leaving me on hold...AND HUNG UP!!! They have until 5pm; if nothing is delivered, I will go to the store and ask for a FULL refund. read more

Went in to just get a few extra keys made. Found out you now have another option instead of waiting for a salesmen to meet you in the hardware section, they now have a copy your key machine. This works great, super fast takes a little over a minute to make and you pay right at the machine. They had about 8 options of keys to choose from. Checked the keys as soon as I got home, everything works.. no problems. Also checked out their paint selection and grabbed a few samples to see home the colors will look at home. The staff working in this area were very helpful and knowledgeable, they gave me a lot of tips on painting. They have a large selection of lights and lamps, from modern to rustic all at reasonable prices too. Found a few different ones i really liked. I parked near the garden section so I could check things out, I was very surprised at the amount of plants and flowers they have. Picked out a few items for gifts, nice option to the larger garden stores I normally go too and lots of sale prices too! read more

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Had a scheduled appointment (1pm-2pm)to get an estimate for fencing. The consultant(David) called around 15 minutes before the appointment saying he was on his way but will be a few minutes late. Fine sure not a problem I can run to the corner two minutes tops. Well he came early(picked up on the ring). Ran the bell and waited 3 minutes tops and left at 1:01pm. No call at all. When I called him he refused to answer my calls. I missed him by 1 minute. I actually pulled up when he was pulling off. Didnt know it was him until I looked at the Ring. I called him twice and he refused to answer my call. Thanks for nothing Lowes. I will not waste my time with them. read more

Man oh man, Lowe's is one whale of a hardware store. I say whale, because if you look back over the years, you'll see a the progression of a veritable "food chain" when it comes to hardware stores and retail in general. I stopped into this cavernous Lowe's the other day with a singular mission. Pick up a Levelor blind to replace one that fell apart. The catch? I needed it cut down to 33.5" width. First thing I noticed in this humongous store was that there were almost no associates in sight. I first went to the Window & Door area of the store, and asked an associate if he could help me. He told me I needed to work with the associate in the Home & Decor area. I went over there and there was no one in sight. I flagged down another associate, and he paged for help. It was them when a customer came over and told me he had been waiting for an hour (!) for the Home & Decor associate to return from working in the customer service dept. About 20 minutes later, the Home Decor associate returned to the department. She first took care of the customer who had been waiting for an hour who had to place a large window blind installation for one of his clients. After another 25 minutes it was my turn. After confirming that I needed the blinds cut to 33.5" width, she placed the Levolor box in the blinds cutting machine and in a few minutes I was heading towards the cashier. Wow... what should've been a 10 to 15 minute trip to Lowe's took an hour and a half to say the least! So... caveat emptor, folks! The Lowe's retail experience is what it is. read more

Ok so normally im in and out without a problem here. On this splendid occasion I said to myself "am I in the f-in twilight zone?" Came here for 2 things. A grill and exterior shutters. So I head to the grills where la worker in that area is helping a gentleman find the best grill for him so after he was finished saw me grazing over the charcoal grills and asked if I had any questions and I said I was looking for a good charcoal grill and he responded with "ok" then proceeded to walk away. O_o *blink blink* Oh ok thanks for the helpful info and tips jerk. So I went and got a manager to help me and so I could inform him of this matter. He was very helpful. That was strike 1 Then head over to shutters stand there for 20 minutes and 4 different employees walked by without asking if I needed help. I go over to the desk and la worker is helping another gentleman and so I stand there about 10 minutes before he comes up to the desk and acts like Im not standing there..he is still helping the guy but a simple "Sorry for the wait mam I'll be right with you" would of been nice. So I finally tell him to call someone else over..freakin ridiculous. read more

Thank you to the spectacularly bad Lowes employee that kept me from spending $3000 on a new fridge tonight and instead to give Orville's my business. At Lowes, I was told that the employee couldn't help us because the other employee in the section on was at lunch and other customers might need help..... this was after he started his assistance by saying, "what do you want?" read more

My fiance and I come to this store a lot when Christmas shopping because we always do our shopping in Henrietta. We love the deals. I could get lost in their paint color section. There are sometimes where the employees have an attitude like "please don't ask me for help" but that isn't all the time. Sometimes even the other shoppers help us out with finding things or lifting heavy items. Just recently learned that dogs are allowed into Lowe's so we have been bringing our foster dogs into the store to try and get them adopted! read more

MATT, the Store Assistant Manager kept saying he will call back. I tried 5 times waiting on phone up to an hour each time. Matt never called. He also did NOT take care of the situation in the end. I do NOT recommend this store. read more

On November 27th, I ordered a leaf sweeper online. According to the online invoice, the estimated pickup date was listed as November 29th. There is mention on the invoice that the item is delayed but is being worked on. I have gone to the store twice in person and was told that the item has not yet arrived at the store. It is the holiday season and I can understand a delay but it is already December 8th as I am writing this review. The problem with continuing to wait is that any leaf device like a sweeper or blower is no longer useful because there is now snow on the ground. Today, I went to the Henrietta Lowes' website and canceled the order and will never again purchase anything through Lowes. The reason why I delayed ordering the item until November 27th was because of health reasons which prevented me from completing the yard work any earlier. The leaves are still not picked up in my yard. read more

I ordered 3 items about a week ago for curbside pickup. Emails came yesterday (7/16/2020) to say that the items were ready. I arrived at 3:54PM, called, and they said they would bring the order out shortly. I called again at 4:25PM - no answer. I went inside, and waited a bit for the girl to see what was happening. She could not find all of the items, so she called and someone else came to go "out back" to find them. I waited until 4:55, the told the girl to cancel the 3rd item and took the other 2 and left the store 1 hour after I first arrived. God help us if Lowes become all there is, and if this is the "new normal" that we have to accept. This experience was so far below my expectations for Lowes, that I don't see myself going back unless they become the only choice one day. read more

7/25/23 I went to Henrietta to look for combination door locks for our home. The first guy walked so fast he was way ahead of me and said "here they are" and walked away.... Then it tells you to take a piece of paper to the cashier to get your product. The young lady was so sweet but brought back the wrong product... But was stressed as only self checkouts were open, she was the only cashier, and every person needed her help, and there were 5 others in line. I went to helpdesk and 2 girls working seemed "bothered" by me asking. One went to look for it, then passed to someone else that eventually came up and just said "nope we don't have it" so as he was walking away I asked them if they could call Canandaigua for me. The girl said "well it's the same number we would call if you call" with an additive and abviously didn't want to help. Now I know why I do not frequent this store.....noone wanted to assist except the girl at the register read more

The location is very convenient, and it's a large store. They need a few more flatbed carts for those larger items. I had to hunt around for some. In addition, people were not necessarily anticipating service. When I was looking for the cart, no one was asking what I was looking for. Oh well, at least the stuff looked nice and they have a wide selection. Returns are no-hassles here too. read more

The lack of self-service checkouts and only one open cashier, will continue to make Home Depot my first choice. There seemed to be adequate floor help, mostly chatting with each other. The service desk rep had a so-what attitude when I told her about the long line at the one register. Is there a manager on duty who cares? read more

I can barely use a hammer and am lucky I know there's more than one screwdriver to be had but caveman bf is a do-it-ur-selfer. His latest project was to tear out the carpet and completely re-do his steps and risers (I'm using the word riser here like I know what it is... I don't) lol.. anyways, Craig made quite a few trips to this store to complete this project. When he bought the steps his plan was to rent some kind of saw to go home and cut the steps he purchased to whatever size he needed. He ended up having to ask for help to get one more step as we took all the ones that were on display and after he got it the guy mentioned they cut wood there... huh??? So this guy took us to the back of the store and cut all of the steps to the custom length and width Craig required... for free! This was an awesome thing to find out and saved him from saw rental and probable mortal injuries doing it at home!!! I got to walk around and learn there are more ways to customize your home than I ever knew so I really didn't mind the wait. I got a gorgeous bird feeder and seed as well for a good price. ASK about this custom stuff if ur rather a newbie to do it urself projects! U may be surprised!!! read more

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I paid for my flooring 3.5 weeks ago and was told I'd hear back in a week to schedule. Finally received a call on the 22nd but missed it. I've called back every day since then it's now the 29th and still no return call. I'd you use Lowe's for flooring don't have them install it. Worse service ever. read more

WOW!!! What FANTASTIC CUSTOMER SERVICE!!! The paint I bought from here spilled all over the back of my car. MAJOR disaster from the lid not being on right. Not only did they help immediately. Came out to my car!!! But they took care of the DETAILING bill and everything. Cash in hand. Patrick Nugent was a HERO over at store #645. Thank you for making a crazy situation so easy and seamless!!!! read more

My husband and I stopped by to purchase 45 landscaping blocks and 14 bags of mulch. He had brought home several block samples from Lowe's and a local business. He thought the local business would be a better choice since he cannot currently load heavy items and they would do so. I chose the Lowe's blocks, so we were off to Henerietta (from Conesus) earlier today. While he was attempting to load the blocks himself, I asked an employee for assistance and Brian turned up. He not only finished loading the blocks on the cart, but he also took us through checkout and showed us where to pull up for loading both the blocks and mulch. He and another employee loaded everything and refused a tip. My husband is used to do everything himself and not bothering anyone. Brian did not once act like we were bothering him. I can't THANK YOU enough. Now I can work on my project! read more

Ah home improvement stores, how I love them and how I love the smell of them.. Ahhhhhhhh I've been to this location enough times to make an educated review. I usually find what I want but sometimes it's a pain to get assistance. Well yesterday on a Sunday during the Summer no less it rang true. Why do you all not have enough staff and why do you only have two lanes open to check out and four people milling around in customer service?! Confusing but its retail.. Take a breath it's retail and if you've worked in retail you get it.. But this was just silly...We wanted to buy a Weber Grill but we needed it assembled (it's free for them to do) granted we could have put it together but we were in no mood.. We found what we wanted but when we needed help everyone scattered?! Finally we got someone's attention and were told it would take an hour. That's fine.. We purchased the grill and would come back. Other stores are in the area we took our time and than came back. The guy we dealt with saw us and said he would be right back.. 30 plus minutes later nothing. We talked to a Customer Service person and he assisted but he seemed confused on what kind of grill we had I than had to show him the box... Whatever after waiting yet again I told my husband let me purchase our other stuff, the lines were a joke than after that I needed the ladies room on the way I saw our original helper and wanted to talk to him but someone got the him first. After all was said and done from beginning to end took almost 2.5 hours to get assistance and to have it assembled and wait for our product. Just annoying... It was not Christmas it's a SUNDAY DURING THE SUMMER. I did contact Lowes via Twitter.... They are either spot on and great or this happens people dropping the ball... Oh well..... I read more

Torn on my review, because the guy who assisted me in purchasing a grill for my husband was super helpful and stayed right with me while I wrestled my toddler through the store. When it came time to load the grill, the store manager happened to be walking by and put down his coffee to help load it. Really impressive service. On the other hand, because they were out of the grill I wanted, they gave me the preassembled floor model. They assured me I was getting a good deal because I wouldn't have to pay for assembly. However, when we brought it home, we discovered the front cabinet door was banged up bad on the inside. Then we realized one of the ceramic grates was broken! I get that it's a floor model, but if they're going to sell me a $500 grill, I expect to get that value....at the very least, a small discount for the abuse. No such luck. When my husband brought it back, they replaced the grate, but nothing to say for the other damage. Happy anniversary, babe! read more

Like the Webster location the service is inconsistent. You can be in one area with no assistance for ages, you can even go in search of help and find none. read more