I have been a loyal customer of this Lowe's for 22 years -- multiple times a week, buying…read moreeverything from a $3,400 LG refrigerator, a Samsung washer/dryer, kitchen and bathroom remodel supplies, fencing, pool supplies, yard-maintenance supplies year after year, tools, custom-mixed paint, and display equipment I use for my art business. I am a 69-year-old Black woman and a true longtime customer of this store, yet in all these years, I don't believe a single long-tenured employee has ever known me by name.
This is the third time in under a year I have had to formally complain, in writing, about how I am treated here.
On December 23, 2025, Assistant Manager Barrett refused to refund cash for an online order I had paid for in cash after the item was canceled the same day. He insisted I accept store credit instead and handed back my receipt, telling me the employee who had offered the refund "shouldn't have." I had to escalate to Lowe's Executive Customer Relations. The matter was sent back to the store, and a different store manager personally refunded my cash and gave me a gift as an apology for what I had gone through.
On May 5, 2026, the same Barrett stopped me at the front of the store as I was rolling out a pallet of rock I had already paid for and demanded to inspect my receipt in a detailed, suspicious fashion. Again, no apology or acknowledgment of how that interaction felt after 22 years of loyalty.
I have watched employees at this store spend considerable time and effort helping other customers resolve problems -- trying different cards, digging through the system, and doing everything they can to find a solution, even while a line is backing up behind them. I have watched them extend patience and grace to other customers. When I have a similar situation, particularly one I did not cause myself, I have not received that same grace or effort.
On September 29, 2026, around 8:00 p.m., I went to buy a Whirlpool dishwasher I had already researched. No employee was in the appliance department. A customer waiting nearby called out for help on my behalf. Employee Kent walked up on his phone, never acknowledged me, and after hanging up, helped that same customer instead -- even though I had been waiting first with no one else around.
When I said so, Kent claimed the other customer had "stopped him in the aisle." I was standing there and witnessed the interaction. That is not what happened. The customer had called down the aisle for Kent to come help the lady waiting -- me. The customer himself ultimately told Kent I should be helped first.
This is not an isolated moment with Kent. My interactions with him in that department have consistently left me feeling dismissed, including a lack of eye contact or basic acknowledgment.
I left and bought the dishwasher from Costco Online for the same $799 price I was quoted at Lowe's, with free delivery, installation, and haul-away, while Lowe's had quoted me $258 in additional charges for installation, haul-away, and parts. Price was not the reason I left. I was willing to pay more at Lowe's for convenience. The treatment was the deal breaker.
I filed a BBB complaint. Lowe's Executive Customer Relations representative Jason Shores handled my call in a way that left me asking whether he was still on the line. When I told him I did not feel valued as a customer, he did not disagree, reassure me, or otherwise address that concern.
Lowe's written BBB response simply said they had spoken with me and "considers the matter closed." No explanation of what was investigated. No description of corrective action. No accountability.
Store Manager Calvin Stallworth then emailed me saying he had "spoken with both employees," even though I had only named one employee in my complaint. No explanation was provided.
Three complaints in under a year. No meaningful accountability. No transparency. No apology that addressed the substance of what I reported.
I have now contacted Lowe's Compliance, Executive Customer Relations, the BBB, and store management directly. I have not received a response from Compliance.
I have watched customer service at this store erode over the years. After 22 years of loyalty and substantial spending, I no longer feel valued as a customer.
Unless there is something I cannot possibly find anywhere else, I will not be giving this store my business or my resources the way I have for the past 22 years.
I want the public to know what I experienced and how Lowe's chose to respond.
One final point: Please do not respond by asking me to contact Lowe's to discuss this further. I have already contacted Executive Customer Relations, Compliance, store management, and the BBB. I have made my concerns known through every channel available to me. I am not looking for another referral or another request to "reach out." I am documenting my experience for the public, and this review stands as the record.
-- JT, Highland Village, TX
