NON-EXISTENT CUSTOMER SERVICE When this place first opened, the Customer Service was through the roof and we loved going here. Now... it's exceptionally bad, and I avoid going here at all costs. Recently, we needed some carpet cut, so we went to the area to choose our item. When ready, we looked for one of those yellow buttons to push for help. It was broken. We waited a few minutes, but nobody came. We walked the aisles ... there was nobody. I ran up and down the aisles literally yelling for assistance. Nobody. My wife walked to the service counter and told them what she needed. They said the person from that department was on lunch (something we've been told by associates here on previous trips), and they paged, "Any associate to carpet cutting area for customer assistance." 15 minutes later, still nobody there. Finally, I walked away and saw someone who worked there and told him what we needed. He said he heard the page, and would request that they page again. When I told the associate "Never-mind, we'll drive up the road to Home Depot," his just nodded and walked away. We wasted a full half hour waiting for assistance... but this place just does not care about customers at all. Good riddins. read more

Its a lowes. Garden center staff get easily overwhelmed, and If i have a question I am just as important as the family who never has owned a home before and never as so much held a shovel before. If I have to wait for a hour to have a question answered because someone should really instead get a condo, I will deduct stars. -2 stars. Blah. read more

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Good store and convenient location. What I don't like about such a big stores is if you need assistance you have to cruise the whole store to maybe find an associate (I am talking after 6:30PM) other than that no complains!!! I will shop at Lowes again! read more

Do not buy home appliances from Lowe's. Don't suffer like I did. I had the worst experience in my life. I purchased a dish washer and waited for machine for 2 months. Their installing company called Installs made sure I suffered. From installation to insurance (their installation ruined our hardwood floor in kitchen), they failed in every level. There was a confusion on their side in every problem and they made sure I suffered not them. Spend your money else where. Don't make same mistake! Save yourself from headache! read more

I tried shopping there tonight and there were so many mice running up and down the aisles I had to leave. Absolutely gross how many there were. read more

I love this Lowe's. The customer service is so better than what you get at Home Depot. As a homeowner doing projects you don't always know what you need and it is very important that the people that work at these stores do. I have never had anyone steer me wrong here, even if that meant sending me elsewhere for what I needed as was the case for the lighting I was looking for. The employee took the time to google search the discontinued item I had went there to get to find more of them for me. Also, Nino in the appliance department totally took care of us for our new appliance needs. They also have more stylish items then our local Home Depot. read more

This Lowe's is horrible! Ended up having to order $900 worth of patio supplies online because the service here is so bad. Items were to be delivered from this store - we received 25% of the order. Called customer service here and the most miserable lady "helped" me. She clearly hates her life and job. Long story short - Red (whoever he is) "forgot one of the palettes". She could give a shit - said it should come Wednesday. Still haven't heard anything. I've always hated going to this Lowe's - will definitely take the time to go to Home Depot. I just went in to this Lowe's to ask why my order delivery got cancelled. Rose and Linda are AWFUL! Rose was clearly getting off work and Linda hates gay people (she decided to mock me). Please don't order from this store. They hate customers, their lives, and their stick straight hair (Linda that was for you). read more

Went to Lowes Saugus Ma Walked around for 20 minutes, no one to be found Went 3 days later, same. Asked for manager X2, no one came. Finally (3d times a charm) someone came and I bought a washer dryer 2 weeks before tax free weekend. My washer stopped working so canceled tax weekend and went back to order for immediate delivery. Was told they would keep the washer dryer with my name on it since I was buying the same item and that my delivery date would not change. It never came. Someone called to schedule the delivery and I told them my appliances should have been there that Wednesday. I told her it was on hold at Lowes, she told me the appliances were not being delivered to the store until Thursday and that I was wrong Really ok? Delivery attempt #2 stated no one was home, NOT TRUE Was informed by assistant store manager (in person of course) they often just drive by. Delivery attempt #3 NO SHOW Got a call from delivery department at 9:15p to say they didn't deliver (were supposed to be there between 4 &8). Wow like I couldn't figure that one out myself. Delivery attempt #4, delivered damaged washer Delivery #5 you got it, damaged washer. They were supposed to be here that Saturday (#5) between 12 & 4. Good thing I was home because they came at 8:30am If I wasn't home they would have left again. Last delivery #5 was this past Saturday No call from Lowes to say when the 6th delivery will be attempted. So, back to Lowes on Thursday (correct, no one answers phones there) and was told no one checked paperwork for that Saturday so did not respond to memo left by delivery men. Delivery #6 is scheduled for this Sunday . The incompetence is rampant. Don't EVER expect anyone to answer the phones in delivery, customer care or customer service. Only way to get any information is to go to the store and be prepared to wait 45 minutes for an assistant manager. Like a lot of people, I work full time. Running out of friends and relatives to be at my home for delivery. Good luck to the next victims! By the way, WHERES THE REAL MANAGER? Probably hiding from embarrassment read more

I placed an online order and was forced to select pick up order at store based on what I was ordering. I wanted delivery. I received the email telling me my order is ready, I drive across town to pick up the order only to be told they can't find the order so please wait while they put the order together for me. After waiting for what seemed like forever. I was given half of my order because the rest was no longer available. I asked that they please look for my order since it had to be somewhere based on the email I received. They were not helpful at all! read more

I ordered a toilet step that was allegedly in store. I took 2 weeks to get an email that the order was ready for pickup. I had already found one elsewhere and I told the associate that 4 days ago when she called to say my order was ready. Well low and behold, today they charged my card. I sat on hold for Lowe's.com customer service for 32 minutes and got no one. Hung up and tried to call my local store 4 times. The phone rang and rang and then went to a busy signal. Terrible communication with the customer. Thumbs down! read more

This is the second online order I have placed in the last year. Both times I am missing product. I purchased a $1300 refrigerator and I was missing ALL of the tools I need for the icemaker. I understand that mistakes happen but I am frustrated because I can't get a hold of anyone at the store. Every department I try the phone just rings and rings and then I get disconnected. I have no way to get my missing items. I will not be ordering from Lowe's anymore. I will stick to Home Depot read more

What an awful experience. Took over 15 minutes to check out. Only self check out was available. I talked to the assistant manager and he said well we are short staffed. I don't care how short staffed you are. When the line gets that bad-where all 4 self check out machines are down and waiting for help and there are multiple people still waiting- you call anyone to open a register. Anyone! Anyone on the floor or the manager himself. Not to mention I was there for over an hour and No one offered to help me. Thank god for the App so I can find what I need on my own. And the last two times I was there they did not have what I came in for. Once I tracked down an employee they said the system had it but they could not find it. I will take my business to Home Depot. read more

checkout person was unable to get one of the items to register (it seems that the number one the product was not in the system). So she arbitrarily decided instead to charge me for two additional copies of a different item (which I had not purchased). Is this clear: I went to the checkout with one itemA and one itemB; itemB's code was not in the system so she simply charged me for THREE itemA. She in fact had no idea what the correct price for itemB was! (ItemA and itemB cloist almost the same, so she ended up overcharging me by 50%) THe person at the customer service desk initially thought that what she did was completely reasonable. After I explained it slowly to him, though, he was very helpful in getting the correct price of the item and issued the appropriate refund. read more

Delivery of our new dishwasher has been brutal. No clarity as to when something will be delivered, being told one time, and then it constantly changes, delivery people not proactively calling, we call them and get no clear answers. Been almost a month and we still don't have our appliance after two failed attempts. Do not use their delivery service, it has been one of the worst customer experiences we have ever had. read more

Awful customer service! They never answer the phone and the manager I spoke to in the evening was completely useless. We placed a large order of fence and concrete. They arranged our order to be delivered June 13 then to July 1st and now they want to switch it to July 25th. I have called numerous times and have not been helped once. They keep redirecting me to other people who never answer the phone. Will never buy from this store again. Very unprofessional and a waste of time! read more

This lowe's is the closest home improvement store for me. HD is 3 miles further. I tried once and found customer service bad. When I asked some info about blinds, the person sitting at the desk next to the blinds barely looked at me before telling me took in the shelves. She wasn't ready to help... I looked briefly and left. Came there a few more times, nothing horrendous but customer service never great. Then today, I came and needed some wood cut. I waited 30mn, talked to 4 people. At the cash register, she told me to ask the customer service where he told me to ask the cash register... finally found someone, ask him. He cannot uses the saw but will call someone. No one shows up. After 30mn, I decided to leave my plank where it was and go back home. I learned my lesson, 3 more miles and I will have some decent customer service. It's a shame because they have a very decent selection. read more

If you're going there because you know what you need, it's all good. Well-stocked, can't say I've ever had a problem.

Lowes is a big waste of time I ordered online got a confirmation email saying that the product was ready come to the store to find out that it is ready at a different location they change my location because they actually did not have it in stock took me one hour to drive there and I have to go to another location because they don't care about the customers time and very rude at the counter read more

If there zero star they deserve that.I try to contact Robin Manager there for 10% off which they promise me.She don't want to take my call.After so many times finally I spoke to her she hang up on me.I will never shop again at Lowe's. read more

This review is based on the delivery service Lowe's has to offer. It is terrible! I recently purchased an electric clothes dryer and arranged to have it delivered to my home. Lowe's told me they would have someone call me the night before to give me a window of the time they would deliver the dryer. I provided Lowe's with my cell phone number to use to contact me. The day before the delivery, I had a voicemail from a woman at Lowe's on my cell phone saying that she was calling me to arrange delivery. She left a phone number and asked me to call her back. I attempted to call her back three times and no one answered. Finally, after about an hour of trying, someone finally answered the phone and then transferred me to the person who arranges for deliveries. I ended up talking to the woman who left me a voice mail. This woman really should take a class in customer support as she was miserable and it was clear that she didn't want to talk to me and made me feel like I was bothering her. She told me that was calling to tell me that someone else would call me at night time to arrange for delivery. So I am really not quite sure as to why she was calling me. At night, I got no phone call on my cell phone, instead, delivery department were trying to call my home phone (probably because they had it on file from another time) which a rarely answer because of all the telemarketers these days. The incoming number and caller ID was from a 3rd party company that i didn't recognize so I didn't answer the phone. The next morning, they called again and I answered my home phone anticipating the call (even though they were supposed to call the number I left,my cell phone). The automated message told me that my dryer was being delivered between 8 and 12 am and that they would text me 30 minutes prior to delivery ( I once again provided my cell phone to provide future updates). Later on that morning, when I was at work, I got a notification from a family member that Lowe's delivery was at my home. I never received a 30 minute notice as they advertised. I raced home from work and found two deliver men in front of my home. My delivery is about as easy as it gets, first floor and double doors. The brought the new dryer into my laundry room but then one of the delivery guys told me they couldn't connect it because the dryer vent hookup was not perfectly 90 degrees straight. I told him to hold on for a minute, I connect it all the time when I clean the vent pipe and I connected it in about 20 seconds. Not impressed! One of the deliver guys didn't speak much English but it was clear that he was not willing to try to connect the dryer and it was clear that he wasn't friendly and willing to help. He also looked annoyed that I was able to prove him wrong in about 20 seconds. I had a similar situation a couple of years ago with Lowe's when I purchased a refrigerator from them. It's clear that they are using outside contractors to deliver for them. This company has very poor customer service skills and want to do the absolute minimum when they deliver an appliance. read more

Be jealous: We have a laundry room in our new condo. And when I say "room", I mean it's 30 inches wide by 24 inches deep. Inches. Okay, I'll let that sink in for a minute. Anyway - Lowe's carried a stackable washer/dryer that was only 24 inches deep. SCORE. We made our way up to Saugus from Boston on a snowy night and saw Nino in appliances. He took our special order - gave us an additional 10% off because my husband is a Vet (Home Depot and Lowe's do that every day now with a military card!) and set us up perfectly. Nino was fantastic. A week later I saw the price dip an additional $67. We hauled our asses back up to Lowe's and they gave us $67 cash out of the drawer and we bought our moving supplies. Two birds with one stone. This was my absolutely first experience with any Lowe's and it's a great start to our relationship. I have a feeling we'll be doing a lot of shopping here. read more

Lowe's Home Improvement - Washer dryer bought and installed from Lowes' - Hardware Stores Near Me - Saugus, Massachusetts

This Lowe's is like every other Lowe's on the face of the earth in that it's big, the parking lot is enormous, the shelves are full of stuff, and the staff is kind of aloof. Still, it's clean, they had what I wanted, and I left quickly. I'm not sure Ill be back, but I won't *not* be back. read more

they got stuff in the aisles sitting on the deck blocking your cart to go through. Don't do the self check out lane. It would not take cards so I had to wait 10 minutes to get our stuff checked out. read more

Delivery team is amazing! I literally asked them to do the impossible- and they did it. Ahead of schedule, and with a seriously professional approach. If you get delivered appliances, remember to tip. They earn it. read more

Order was supposed to be delivered between 1-5 Tuesday. Driver called at 1:20. We did not get to the phone. Driver did not come, returned the item to the store and lowes could not reschedule until Saturday. A third party delivery service came on Saturday. We arranged for partial hook up and paid for removal services. The delivery driver said he does not do hook up or haul away and refused to do so. He took our door off the hinges, brought the items in, left them and drove off, leaving our door off the hinges. I drove to the Lowes in Dedham to complain. They did arrange for pick up the next day, but also took my info saying the supervisor would contact me about the door. Almost two days later, I still have not been contacted. To top it all off, the washing machine was not in a box and the cold water cap was missing, leading me to believe this was a floor model. This was, BY FAR, the overall worst experience I have ever had with service from any company. Unprofessional on every level. I will never use or shop at Lowes again and would tell anyone I could to do the same read more

I ordered curbside items which were supposedly in stock. Went to pick up my packages and there was no place marked for curbside parking. Had no idea where the woman was with my things. Finally found her wandering around the lot with a cart and she said nonchalantly..."Oh, the signs for pickup are missing." Thanks Captain Obvious!!! Not her fault I know but why not tell me this during our phone conversation. I then return home to discover four of the items I purchased were missing yet I'd been charged for all of them and it was clearly noted on my receipt that I had picked them up....which of course I hadn't. A few days later I decided to return to the store and go inside this time so I could explain the discrepancy and hopefully get the rest of my order. Well, what can I say...really nothing that wouldn't be censored here so I'll just leave you with this piece of advice. Stay away...stay very, very far away from this disaster. I don't have time to write a short horror story. read more

Walk in to the Saugus Lowe's and you will find that the floor staff are much more interested in talking to each other, or doing their assigned tasks than helping customers. They actively evade customers, avoid eye contact, often give erroneous directions on where to find items, don't recognize basic items, or are rude and short with customers. And it isn't just one or two having a bad day, but every single floor staff. For a minute I thought maybe I had a "kick me" sign on me, until I saw another customer getting the same level of incredibly poor service. That's the store experience. The delivery experience is worse. They attempted to deliver an opened, scratched set of washer and dryer that were ordered as new. What sort of people do that? Dishonest ones. Then, on a separate order, they confirmed delivery the night before despite inclement weather predicted for the next day, requiring substantial effort on our part to be able to accept the order, only to cancel half-way through the delivery window. The delivery was rescheduled (without any option for morning, noon, evening), and, as I write this, they are 30 minutes beyond the window and haven't bothered to call. Stay away. read more

I had a phenomenal shopping experience for an appliance here. I moved recently so I received a 10% off coupon and found the best price for a washer at Lowes. The delivery service was free, the price was great, and then with the coupon, it was fantastic. The Lowes store handled everything over the phone and I was able to email them my coupon, saving me a trip to the store. The delivery company that Lowes subcontracts with is another matter. The water valve was stuck and the delivery guys were too impatient to wait for me to find a wrench to loosen it up, so they took off. I called Lowes and they rescheduled delivery for the next day. I also got the warrantee, and I had to call the store to send me the warrantee information, which they also handled over the phone and emailed it to me. Sure, Yale Appliance and Sozios have white glove service, but they charge $80 for delivery and installation, and no coupon.... In all, with a few phone calls to the store, who were great, I saved myself $180 on a new washer. Totally worth it. read more

I ordered a cordless snow blower back in November 19th and was notified that it was ready for pickup on the 29th of that month. I asked if the store assembled them and was told yes. I received a notice on December 4th that if I didn't pick it up the order would be canceled. I called the store again and was told to ignore the notice and that they were still waiting for someone to come in and assemble it. I've checked back at least two more times by phone and last week in person and was told again not to worry. The customer service rep even brought up my order on her screen and told me they were still waiting for the assembly person to come in. I called the store this morning and now they tell me that the order was cancelled because the product I ordered was never even at the store? I don't think they have any idea what they are doing and I am done buying anything there ever again! Went to Home Depot and already bought and brought home a snow blower! read more

I'm not sure if this person is a supervisor or a manager but her name is Linda and she has been so rude not only to me but to other customers at the service desk, every time I'm in there. She has a bad disposition she's Moody and snippy so much to the point that I had to have somebody else assist me because I couldn't bare to deal with her another second. I hope that corporate looks into this because she should not be treating people like this it's not okay I don't deserve this kind of treatment nor does anybody else. If this continues I will drive another 5 miles if I have to just to avoid the Saugus store I won't put up with it it's disgusting.... read more

absolute worst !!! Ordered a dishwasher & counter on 3/16/2017 was told I would have both delivered in 2 weeks which would've been fine. Now we're going on 3 weeks went in there today April 9th to inquire got run around when asked for a manager she apparently decided she was too busy. I should've known when this whole fiasco started my wife went in to place order & guy Steve in kitchen & cabinets said he had to leave in 15 minutes & couldn't take her order which he ended up after his manager spoke to him. But the help in there is pathetic & lazy please do urself a favor & steer clear. I have never in my life experienced so many inept people in 1 store. I wish I could give negative stars cause it would be negative 10 !!! I should've read reviews I didn't till now but I wish I did read more

Sadly, Yelp doesn't allow zero stars. I can't speak to the quality of the merchandise because they have now failed to deliver my merchandise twice. Two days in a row. The first time it was because it didn't fit on the truck (???) and today they forgot. They said they brought the truck back and re-loaded but it's becoming increasingly clear that was a lie. Do NOT go to Lowe's. Go literally anywhere else. read more

I've never written a bad review but I'm just so frustrated. We just bought a house and have now been living without a stove for over a month because of Lowes terrible delivery service. The first delivery attempt the driver made the decision not to drop off the stove because it was so damaged. I thought ok that was nice of him it must have been terrible. Second and third delivery dates set no one ever showed or called to give me any explanation. I am so frustrated and never ordering from Lowes again. I am on hold because the manager cannot figure out how to cancel my order and no one knows where my merchandise is. I have stayed in on three separate occasions for a stove that I never received. Worst customer service experience ever!! read more

I went to lowes on May 4 of this year. I ordered a shower door to be installed. I didn't hear from anyone until I called the installer myself, at which time he came to my home and measured and said the store would get back to me to let me know the cost. ( I paid $35 to measure). Since then no one call and I made several calls to lowes but no one could help me. today. May 21st I called and spoke to Jessie the asst. Manager, she put me on hold, then all of a sudden some one called on my other phone and and told me the price and the date. How long have they had this information. I can't believe the level of incompetence I incurred at this store. Now you know why I gave it one star which was a gift. Bobby D. read more

Kyle at the pickup desk came up huge. He loaded a bunch of heavy stone into my car. Good guy.

I made the mistake of ordering a washing machine through this particular Lowes. Honestly, they didn't have a lot of washing machines in stock and it was going to be weeks until one could be delivered when I finally found an LG machine in stock. Through the years I've literally spent tens of thousands of dollars between Lowes and Home Depot. I never really saw much of a difference until I moved to this part of the world. First, I received a phone call changing my delivery date from my requested day to a day that wouldn't work out for us. We literally turned our lives upside down to make ourselves available and the delivery did not show up. Instead hours later, we received an automated phone call changing the time to 4 hours later at a time that would not work for us. I had to call XPO, the clownish company, that apparently handles their deliveries. I literally waited on the phone for 45 minutes, to speak with someone who didn't have a clue what was happening with my delivery and accidentally hung up on me. I'm not sure if they expected me to call back and wait for another 45 minutes?!? I called the Lowe's store, hoping they could help me. While Cathy was very nice, she was no help. The delivery finally came 7.5 hours late and we weren't in a position to accept it. A manager called me awhile later, I could tell within the first 10 seconds that he would be no help and had a major attitude problem. His name was Jared, and Jared is a triple threat: he's lazy, incompetent and rude. He wasn't interested in helping me resolve the situation and was rather peeved that I was disturbing his night. When I explained my frustration at waiting on the phone for 45 minutes and being hung up on by XPO, he decided to go on a full attack at me. There was never an apology nor an attempt to rectify the situation, but rather he attacked me for not being patient or understanding enough?!? It was literally the strangest conversation I had in my life. Eventually he told me go away and hung up on me, with literally no attempt to resolve the situation. I had to call Lowe's corporate to get a refund and explain how one employee and one store tainted their name and lost a customer for life. We ordered a washer and dryer from Home Depot and it was delivered and installed in two days, with no drama, no insults, just good customer service! With a $75,000 kitchen remodel this summer, I look forward to continuing with Home Depot and its excellent customer service. Save yourself the time and the aggravation and just go to Home Depot. I wonder how many hundreds of thousands an employee like Jared will cost this store. I personally don't care, because I don't have to deal with it for another second! read more

My review of this place is very mixed. My water heater crapped the bed so I needed a new one. I ordered one online around midnight and went to this store to pick it up the next day at 8:00 AM. When I walked over to customer service it was already there sitting on a dolly for me to take to the car. I was impressed as the store had just opened at 7 AM so I'm assuming the overnight stock pull team is on the ball ....and that is what the two stars is for. Upon inspecting the packaging I noticed that one corner of the box was cut open from top all the way to the bottom. The woman working customer service saw me looking at it and said, "There's nothing wrong with it, someone that works her started cutting the box open by accident. It's never been used or returned or anything." Since the cut wasn't big enough to actually take the water heater out of I decided that I was fine with taking it. At that point I just wanted to get home and get it installed. Worst case scenario the unit was under warranty so I'd be covered. I got home and installed the new 40 gallon heater in just about an hour with ease due to the press fitting vs traditional soldering. Satisfied that everything was installed correctly I turned the cold water on and stepped into the kitchen to open up the hot water on full blast. To be on the safe side whenever i install a water heater I always turn on BOTH of my showers as well. Once the air kicks out and turns into cold water it's safe to allow the water to run for 3 minutes to ensure the tank is full....I let it run for 6 minutes. I then turn off the kitchen sink & both showers. I put my fuse bank into the box and went to the main breaker and turned the power back on. Hot water at last, right? ....After 3 hours and no hot water I thought that I could have potentially made a mistake in installment. I inspected the device and tested both thermo units & elements. Bottom thermo was great & 120/120/240 via element. The top element was shot. I remove it and it looked like it had dry fired.....25 years ago. The element was literally blow apart with only 3-4 inches of it left intact which was covered in rust. That element had only been in water for about 6 hours MAX...yet, it was covered in rust and showing sever deterioration. I have photo's that I can post if that's possible... I went to home depot and bought a new element, installed it and the heater works great. My issue is that the box had been opened and the fried element came in my unit. I have installed several water heaters and know for a fact that my tank was full and had been full for nearly 30 minutes before I sent power to it. I can't figure out what actually happened, whether someone cut the hole and took out the good element and switched it with an old shot element or what. They are cheap so that's a lot of work to save $20 but who knows. read more

Tried for a half hour to get help. People standing around but "not my department ". Twice they tried calling someone else. It might be convenient but I won't be back. read more

I see that most of the negative reviews relate to appliance delivery and customer service. My experience shopping at this Lowe's has been fine: it's a large well stocked store and I find what I need at competitive prices. There are a couple of Home Depots closer to me, but I travel to this store sometimes because of the larger selection and sometimes pricing. read more

Do not use Loews for delivery service. They use a third party delivery service. However, Loews protocol was very unorganized, and not reliable on delivery schedule. Never had such a bad experience like this before. I would never buy any big appliances/ products here again. read more