Recently moved to the area around a year ago, and was initially excited to have Lowe's right next-door to where we live. Unfortunately, I can't tell you how many times I've gone there only to be told they don't have a particular tool, or something that they say they have online, but they don't carry, they don't have a rental center as opposed to what it says online, etc. It's been literally about a half dozen times that I've gone to Lowe's, and then found what I was looking for at Home Depot up the road. I initially thought they were equivalent, but at this point, I can't see myself going back to this store again. read more

I was also informed that Lowes would not bring the material inside the apartment complex and that I would have to be responsible for doing it which would mean getting the materials on a loading dock and bringing them down the long corridor on the first floor to the elevator and trying to fit them inside! Yet when I ended up using the chat feature for the Weymouth store, I was informed that I could ask the workers to bring it in and that it was all Lowes stores that this applied to! Ended up not using them after all the frustration and will have a friend of my nephew's do the measuring and installation instead! Do not use the Saugus store! The price from Lowes would be over $700 and doesn't include the extra pricing of taxes, etc! read more

BEN, at Lowes Saugus, MA is one of the most professional and polite customer reps that I have ever dealt with. Angus M read more

Very frustrating experience at Lowe's with the curbside pickup. It's a bait and switch- they do not ever answer the phone and no one is available to do a curbside dropoff. We had to go inside both times we've tried (at less busy times of day) and then once inside, had to ask the cashier to put her mask over her mouth because she had it draped under her chin. Very disappointing. Did have a very helpful staff member assist us with loading on to the car and gave us safety reminders for mounting to the roof. He was very helpful! read more

Worst customer service!! Home Depot has much better customer service. They never answer the phone at the store or customer service 1800 number It took me months to deal with a defective refrigerator. Also the delivery company put a huge hole in my wall. The store is filthy and the customer service is terrible. read more

Awful service my product gas weed walker was ready last night couldn't make it there before they closed. Went next morning called and rude customer service had too wait an hour to get product enough said read more

Just a heads up that their curbside service is nonexistent. Pulled up to the pickup area, called and was on the phone for 20 minutes with no pickup from anyone inside (gave them the benefit of the doubt that they were busy since swarms of people were going in and out). Before leaving, I decided to drive up to the 2 employees talking to each other outside the front door and asked through my window and from a distance if they could get a hold of someone for curbside. One of them (the one with a mask around his neck - he was not wearing it) walked up to my window (too close for comfort) and tried to pull up his mask which barely covered his nose. I repeated my question as he walked closer and closer and I closed my window more and more. He told me (no joke) to park where curbside is and go in and get it myself. I'm not sure which I'm more upset with, the fact that these employees are not courteous of social distancing or that I've been duped into a cubside service that actually is an in store pick up. read more

Placed an online order for in store pickup. The website showed the store had the item in stock Received an email confirmation of my order and it stated a follow up email would be sent when my order was ready for pickup. 90 minutes later I received an email stating my order was cancelled due to a number of possible reasons, including the item actually not in stock I then tried ordering from another store location...same thing for a result. Then tried ordering from a 3rd location and this time the website shows not available for in store pickup, not available for "ship to me", but is available for "truck delivery" for $60. The item I'm trying to buy is a $25 bag of hand tools. This is ridiculous! I then bought a better toolset for same price, with free delivery, on Amazon. read more

Ordered online. for some reason, they delivered 2 of 3 items and left the 3rd in an in-store locker (hello?) saying they wouldn't charge if I didn't pick it up. So I didn't. Then received an email saying that I had picked it up and would be charged. A thief on staff at the store? More dysfunction in their online system? read more

I will never purchase anything from Lowe's again after they broke by window blind during a window installation. They told me that they would reimburse me for the cost of the repair ($125) but I have not been able to get anyone on the phone in customer service to have them hold up their end of the bargain. Have emailed and texted the gentleman who sold me the service, and the guy who coordinated the installation. Have also left messages on the customer service line and never had a call back. Terrible customer service and no integrity. If I could give negative stars I would! read more

Customer service fail.. We can start by saying, I'm fair, this store has been mostly problem free for me, nothing warranting a real complaint. And this review changed how I feel about their real customer service approach as it was a real opportunity to see whether they cared to help customers. I was in the store to buy insulation, I'm a contractor, and small business owner. I value customer service. They had limited staff available, so, as usual, I helped myself by being resourceful. Checked online for stock, it was available, and therefore went through the in store purchase through app. Inventory was available, and buying in bulk have me 20% off, 25 total units of insulation, plus they offered delivery available same day 11/6 !! GREAT!! TAKE MY $65.. PLUS $1000... I was pumped.. took a screen shot of my purchase to show the client how quick we could move. And set up labor to install.. grabbed a few extra units in store to bring home, and awaited a call setting up delivery, one finally came 3 hours later... They said delivery could be arranged on Friday 11/10?!? Uh NOOOO, I'd never have bought, and now I have labor ready to go, customer service on phone said he doesn't know why app gave me that date, their truck was already out, and then said he can put it in for next day... im reasonable, I said if have labor do something else rest of day, that would be ok, then get a call back saying no, it had to be friday they couldn't do it sooner because of the type of truck they wanted to use for delivery, (mind you I took 4 units that day in my pick up truck) now felt they were making excuses. I explained the app, that I even took screen shots, that the delivery was already lined up, that they were dropping the ball on this and that now, I'd be awaiting a refund if I cancel and buy elsewhere because card was already charged. This was unacceptable, spoke to back end manager and customer service manager, neither cared enough about what the website said, or that they themselves agreed to a next day delivery, instead they decided to shrug their shoulders and fail to act in good faith or in their companies best interest. They knew I was unhappy and didn't even make an attempt to empathize, or acknowledge the website delivery promise with the screen shot in hand. And this is how many big box stores value relationships... I gave them the name of the company they would lose my business to, and I was told, "ok, bud"... and to the management team working 11/6 I'm embarrassed for the effort your team put in for you this day.. read more

Lowe's Home Improvement - Bought online in store, then hours later delivery date and times were changed 3 times. #LowesFail #CustomerServiceFail #BadForBiz #Lowes - Hardware Stores Near Me - Saugus, Massachusetts

My wife and I came to buy a Range Hood, Salma was very helpful lowing down the box that was on highest top of the shelf. We needed the parts to connect the wall and we needed help in find the exactly size. We asked for someone to help and we waited for about 40 minutes we left everything in the cart and headed to Home Depot. read more

hate Saugus location. every time order pickup, they don't come out to the car. I left after waiting over half hour and they charged me the $25.00 fo the toaster I never got. I don't know why they would only ship it to the Saugus location and not another location closer to me. I was unable to walk inside because I'm disabled. If you don't do drive up anymore then remove the option from y website read more

Just caught Lowe's in a classic bait and switch. They advertise a great deal on a Hitachi 18v hammer drill, but they are somehow not available at any store or for shipping. Great click-bait though. Total scumbags!!!! read more

Horrendous customer service. You will never find anyone at lumber, and if you do they are arrogant. Their machine does not cut treated wood. I've gone three times my whole life to Lowe's, and this is exactly why. Go to Home Depot. Old guy, with long pony hair styled hair. He's the worst. read more

Worst service! Don't even bother doing curbside pickup. It's not a real thing~~ they never come to your car and if you call like it says on the app or on the sign in the parking lot--- NOBODY ANSWERS THE PHONE! It doesn't matter what phone number you dial for the store- no one answers and no one cares. Going in to get your curbside pickup is even worse. Nobody will help you put your item in the car. All this makes me wish I just bought from target instead. Waste of time and frustration-- no convenience at all!! read more

Wow Lowe's. First and foremost you REALLY need to sit 95% of your employees down and teach them customer service and how the customer comes first and not them. Miserable people, they have one job and they suck at it. I have a laundry list of complaints but I'll just leave it at that. This is why I stick to Home Depot. read more

This was hands down the worst customer service experience I've ever had. I bought a new refrigerator online through Lowe's, which was scheduled to be delivered the following week. There was virtually no communication on the delivery until they contacted me the night before with a long delivery window. No problem though, worth it for a new fridge. The next day, they give me a 20 minute warning to tell me they're close. 45 minutes later they call again to tell me their truck is too big for my street so they will need to reschedule the delivery. The driver promised they would sent a smaller truck the next time. Virtually no communication or apology from the delivery department at this Lowe's location. I had to call to reschedule the delivery, and they seemed completely nonplussed that I might have missed an entire day of work waiting for a delivery that did not come. Scheduled a second delivery, the driver calls to tell me he's 20 minutes away and then just completely ghosts me for the next two hours. I eventually get through to customer service for the delivery contractor, who report that they sent too big a truck and so weren't able to deliver it. The driver nevertheless marked the fridge as "delivered." At this point, I've lost two days of work and no longer have any faith they can deliver the fridge. I call the Lowe's delivery department and on the extremely rare occasion they deign to answer the phone, they abruptly agree to refund my order. No sense at all that I might have missed two days of work and that might actually be something worth considering for them. After the hung up on me quickly after agreeing to refund the order, I feel some resolution -- while I do not have the new fridge I need, at least that debacle is over. Alas, they did not refund my order. The store itself also stopped answering any of my calls. I finally went to national Lowe's customer service, who seemed (rightfully) appalled by what was going on at this Lowe's location. They immediately elevated the issue in their internal system and gave the store 24 hours. The store called me within 24 hours to tell me they'd need 4 more business days "to see where things went wrong" before they could refund my order. Predictably, they did not resolve the issues at their end and I had to call customer service where I was put through to their store manager another week later. At this point, I have missed 2 days of work and spent more than a dozen phone calls and additional hours just trying to get my money back. The store manager apologizes and says the person in charge of this issue will be in in 10 minutes and he'll call me back in 20 minutes. 3 hours later he still hasn't called me back, so I elevate it to Lowe's corporate again. Finally, they find someone in the store to agree to give me a refund and it came through this week (8 weeks after my initial "purchase"). Anyway, it was just really shitty to be treated this way by anyone -- much less someone you gave hundreds and hundreds of dollars to with the expectation that they would hold up their end of the deal. I'll never shop at Lowe's again and I'd recommend you do the same. read more

I'm very upset with Lowe's Main Offices. I been a customer there for years, I spend thousands of dollars there, at least $40,000.00 a year, and I always pay an full. Now for some reason or another their computer system canceled my card. I only owe 30% of my credit limit, and I never once been late. Now, Lower's do have a very poor customer service, no matter what store you go to. I believe due to bad management, customers end up taking the crap. I still have another card from them, wish it is active with 0 balance. I am going to pay in full the business one, that they have canceled. And they can go F..k them self's. As long I live I am done with them. read more

Just terrible customer service. You can't get them on the phone. I've been trying to reach them for weeks about a kitchen quote and nobody ever gets back to me. Can't believe they get away with not even answering the phone and not returning your call when you leave a message. Inexcusable. read more

I had a poor experience retuning some merchandise to this location. Andrea and Linda in the returns department were rude and refused to give me a full refund even after I showed them the price I paid in my receipt. They insisted to give me half the price back. I asked for a manager and Andrea stated she was one of the managers, and still was willing deceive me. I still asked for another manager, and Chuck was summoned to the returns desk, guess what? he resolved the issue and gave me my refund. Lowe's needs to work on training their personnel in customer service. read more

I ordered several items for our park online. They showed up at random times and some were even sent to a locker at the the Saugus store. Then I asked them to cancel the order and send it directly from the store. One of the chairs was to be returned- Brendan at the store promised they would drop it off with me at the park ONE BUILDING away. These are heavy items.Picnic tables two Adirondack chairs and a storage locker for tools. They refused to take them one block away even though Brendan the head ordering guy promised they would. Then they threatened to put them back in the truck. THEN they wouldn't even drive to the back of the building where the loading bay was. They then drove past the loading bay and had to back up down a one way street. they also tried to deliver them to 100 Channel Center. read more

THE WORSE CUSTOMER SERVICE. Trying to replace a defective fridge for 2 months now. Nobody answers. Corporate informed me that the fridge would be delivered to the nearest location and they would contact us on delivery date. Haven't heard a peep, nobody answers, and if someone does they don't give a damn about your problem. read more

First and last time coming here! I was in a pinch and needed a space heater for some time. The purchasing experience was less than favorable. As I was In the self checkout line, a young female employee decided to join me in the checkout process. She was basically standing a mere few feet from me. Now mind you I bought two fairly large space heaters and some new smoke detectors. I understand the heaters were expensive and I get they may or may not have had some problems with theft. But a simple check of my receipt after my purchase would've been fine. Also the young lady also checked in on me by asking if I scanned it..yes..yes I scanned it. I saw the camera, and I fully intended to purchase it. I was already stressed out from the day so this whole exchange was already not fun. I walked up to her right after and said would you like to see my receipt. She didn't even look at me and said she saw me scan it..what?! I walked away and let her know she shouldn't make assumptions about people. Insane So I call corporate Very nice people. They reported it and said they would let the store know. I got no call back from this. I didn't expect it from the reviews. Thankfully I didn't need the items as they worked poorly. The return was nice and quick thankfully. This is why we shop online these days. Next! read more

Went in to buy a washer and dryer, gave specific instructions that a stacking unit should be included. Come day of installation I find that a stacking unit was not included in my order. Naturally, I was upset and drove up to the store to resolve the issue. In comes Steven (ASM) and Archie (Dept Supervisor) who not only facilitated a rescheduling of the installation but went out of their way to personally retrieve the parts that were no longer available in nearby stores after they got out of their shift. What could have been an odyssey (and often is for other customers) was resolved within an hour and what's more, within four days the installation was rescheduled. Honestly, excellent service and fantastic employees! read more

tried calling to get some questions answered in regards to a snowblower i ordered. Was transferred to every single dept available and no one picked up. Nonexistent customer services read more

The in store experience was fine, typical as aspected base level but what we have come to expect from these large box stores (Saugus location). However I can't believe the poor service related to the NO show on the scheduled delivery I had for a new dishwasher and microwave. I was told my delivery was confirmed while at the store and no one showed or called me. This now is impacting the plumber who was scheduled to connect the dishwasher. Now can't get anyone on the store phone or the 1800 number. read more

I have been trying to get a refund for over a month for a washing machine I returned. I've been getting nothing but lip service. 3 people have old me it will be resolved in 24 hours and they pass the problem off to another person. The customer service is terrible. They don't care about their customers. They will never get another penny from me. Still waiting for my $530.00. read more

Does anyone work here? Tried to call with a simple question... tried four times on extensions... no one picked up, not even on hold... just ringing. Does the phone ringing echo throughout the store? If a phone rings at a Lowe's, does it make a sound? read more

worst store ever , been on the phone almost 2 hours , pressed EVERY department trying to speak with a human being , IMPOSSIBLE. Now I have to drive over and see if anyone in the store can help , that's gonna be another task. Also order something curb side they called me to say it was ready, I went there and call into the store for over an hour AGAIN. no one pick up phone. Do yourself a favor go to home depo, they actually DO answer the phone. woo hoo. read more

Wow, I went to Lowe's because it was closer to me than the Home Depot. Um, I will never go back again! The staff was too busy to help us and the cashier was sooooo rude. She was chatting with another employee and made us wait until she was done to ring us up. I was about to walk out! We ended up returning the light we bought there and went to Home Depot in Everett where i get excellent customer service! read more

let's be clear all customer service and the retail experience has really just been destroyed by covid. I get that we are all tired, so much abuse on retail staff, etc. I get it, but nothing really gets to this as much as the shopping experience at Lowes has gone downhill over the last few years. Went to make a simple purchase of a small chest freezer, the things that were usually out on the floor. There's no one around in the appliance dept. I go to customer non-service and interrupt the three people there, After a sigh, she looks it up and says they have 5 that are in receiving. (not sure if I'm supposed to know what that means) She tells me to go to the appliance desk, I said there was no one there, she shrugs and points me on the way. I do find a guy that's working in the kitchen stuff, he actually was kind of helpful he goes back to receiving, and 15 or 20 minutes later returns, saying they couldn't find anything. OK shit happens, you can't produce a small chest freezer out of thin air. But there was no remedy, no solutions, no indication of how we could solve this fairly simple issue, an example, leave your number and we'll call you when we find it. Sad to say might need to check out Trumpy ass home depot. read more

I am uping my stars on this one b/c the manager of this Lowes actually did try to contact me. He left a voicemailed apology, and asked that I call him back to go over the situation. Unfortunately i tried to call him three times and was unable to connect to him and after leaving several messages with employees i heard no further response. It is possible i would have upped the stars to 'ok' if i had actually been able to reach him w/ the number he provided. -------------------------------------------------------------------------------------------- I was very happy coming to this store, until we had a VERY bad experience with the manager of the paint department, John. We had selected a paint based on a sample the department mixed. Only the sample and the final paint...didn't even come close to matching. The manager did not attempt to even match the color, gave us attitude, and talked down to us. He only stopped berating to us long enough to tell another customer that if he wanted paint mixed in HIS deparment he would have to promise to get on his hands and knees and clean up the mess. The man's attitude was shocking and uncalled for. I am upset that he did not even attempt to apologise for the fact that their sample was not even close in color to the actual paint. After all what IS the point of paint samples if they don't match the paint? And on top of that he had the gall to give us so much attitude. Needless to say we asked to return the product and won't be coming back. read more

I have a problem with keys. Not the "I tend to lose them" kind of problem, more the whenever I need keys cut "the key doesn't works because of some infinitesimally small" thing. It was close to closing and a number of the employees were already breaking down pallets of stuff and putting them away. So, feeling bad about it, I interrupted Anthony, who was super nice. Even when the problem occurred that I spoke of, he cut another set of keys without the slightest hesitation or bother to see if he could correct the problem. He even referred us to a locksmith he knew of in Revere if the keys didn't work out. Thankfully, the keys he cut worked out fantastically! I can't express enough how appreciative I am that he took the time to do that for us and how warmly our worries were received and dealt with. Oh, and in case you're looking for the key-cutting counter, it's on the far left side of the building going into the hardware section. read more

I need to buy a washer, I need to buy a dryer, I need to buy a lawn mower, I need to buy a snow blower, and I need to buy a grill. I just bought a house! I'm standing in your store where about a dozen employees are walking by me. What I really need, is for someone to help me! This is unbelievable. I've been here for 26 minutes!!! read more

If I could give 0 stars, guarantee you that I would. Ordered product in store, took over a month to be assembled. They called me in a couple of times claiming that my purchase was ready, when I went in, they kept telling me that they couldn't find the item in the store. Like, excuse me? When finally assembled and taken home, parts were incorrectly assembled and/or broken. Whenever I tried calling customer service, no one would ever answer any of the customer service or departments. People at customer service are miserable. This store is terrible!!!! Avoid at all costs. Will definitely recommend my friends to stick to Home Depot !!!!! read more

I had never stepped into a Lowe's prior to becoming a homeowner. There really wasn't a need for me to trek to any home improvement store (must less a warehouse) when I could get my annual supply of window insulation kits from a local hardware store. Now that we actually have home improvement projects - we've been to this Lowe's more times than I can count. It's true - for such a large store it seems to lack employees (maybe they're hiding in the faux kitchen cabinets?). But the ones I could find (namely the gentleman at the paint counter) were friendly and kind and (most of all) helpful. The gent in paint mixed all my colors for me right quick, made sure I had all the materials to get my project underway and send me along with well wishes. -insert warm and fuzzy feelings here- The lady assisting in self-check out was also helpful. Stood by for the inevitable "Please see employee for assistance" and even helped bag some of our stuff. read more

Ordered an item online for store pick up. Still hadn't heard anything about it two days later. Called customer service multiple times with no answer. Tried calling again the next day and no answer. Used the online "check order status" feature and it showed that my order was cancelled. Why would it be cancelled and when was anyone going to let me know?? Received no notification of this. I understand they're busier than usual, but there's no excuse for not notifying people of orders that are cancelled for no apparent reason. read more

Saugus, MA - Had windows installed in November. They ordered the wrong screen and I am still waiting for them to give me the correct screen. It has been 8 months. No one answers the phone, returns calls or emails. They certainly were quick to take my $11,000. I cannot believe how bad their customer service is! If it were my choice, I would take out all of the windows and return them! NEVER AGAIN! Buyer beware! read more

AVOID AT ALL COSTS Wow, if I could give 0 stars that would be fitting. Hard to know where to start. Called and ordered a washer and dryer delivered, sales person happy to take my credit card number and do the sale. Over the next two weeks it's been a nightmare of no calls answered, escalating all the way up to Store Manager Brian Debreo, only to have him ignore me by not calling back with promised information. Deliver scheduled for Saturday could not be completed by delivery company, no reschedule from Lowes, now waiting for what I have paid for with little to no hope of customer service. read more