I had one of the most disappointing and disrespectful shopping experiences I've ever had at any…read moreLowe's, or any store, period, on October 18, 2025, around 11:00 AM at the Carol Stream, IL Lowe's (Store #1821).
I came in because of a clearly displayed Craftsman promotion hanging directly above the Craftsman tool section. The sign showed that if you buy a V20 4Ah Battery & Charger Starter Kit for $99, you get one select tool free. The promotion dates were printed right on the sign, valid from 10/16/2025 to 01/07/2026, so I knew the deal was active.
An employee helped confirm the exact items, the V20 starter kit and the Craftsman router I chose as my free tool. Everything matched the sign perfectly. But when I went to check out, the battery kit rang up at $149.99 instead of $99.
The cashier was polite and called for a manager named Lisa. From the moment Lisa walked over, her attitude was completely unprofessional. I calmly explained that there is an error with this item, and I was simply trying to buy the advertised $99 deal with the free select tool. Instead of listening, Lisa immediately said, "It can't be marked down as free," in a dismissive tone. I tried to clarify again, but she abruptly turned her back and walked away without another word to check the sign.
I followed her to the display, where I pointed directly to the sign that clearly showed the $99 sale price and free tool offer. She responded with a condescending explanation that their "system doesn't give away free items" and "balances the price between them." I explained that I understood how bundled promotions work, and I just wanted the correct sale price honored, but she spoke to me in a rude, patronizing way, as if I couldn't understand English or was trying to cheat the system.
The entire interaction was embarrassing and demeaning. Lisa's tone, body language, and attitude made it clear she had no interest in helping, and she treated me as though I wasn't worth her time. I asked if I could speak to another manager, and she flat-out said, "I'm the only manager here. Call corporate," then walked away again.
I left the store and called Lowe's corporate customer service to file a complaint. They encouraged me to return inside to resolve the issue, but I told them Lisa had already instructed other employees to ignore me. Shockingly, the misleading sale sign was still hanging even after the issue was brought to her attention.
I've spent a lot of money at this Lowe's over the years, but this experience left me feeling completely disrespected and unwelcome. I was calm, polite, and simply asking for the deal exactly as advertised, and was treated as if I was doing something wrong for reading their own sign correctly.
If this is how the Carol Stream Lowe's trains its managers to treat paying customers, it's a real shame. Lisa should not be in a customer-facing role. Her attitude was unprofessional, rude, and discriminatory in tone.
For anyone considering shopping here, please avoid this store. Go to another Lowe's or take your business to Home Depot, where customers are treated with basic respect and fairness. No one should ever be made to feel the way I was treated here.