A FRUSTRATED consumer has slammed Lowe’s over a policy after allegedly finding a discrepancy with his purchase.
He’s now threatening to boycott the home improvement retailer unless something changes.
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The first-time Lowe’s customer claimed it took him nearly an hour to return a product earlier this month.
When he finally got to the counter, the customer claimed he was bombarded with questions and accusations about the item, which allegedly had missing parts.
“First time shopping @Lowes today, what an awful experience,” the Lowe’s customer, G. Voss, wrote in a post to X.
“45 minute round-trip to return product missing items in box only to be treated so Rudely and accusatory.”
Voss claimed he called the Lowe’s staffer out their questions and tone, only to be given the response that it was “policy” to do so.
“She stated it’s policy. Awful service!” he fumed.
“Mind you, I bought the item maybe an hour before returning back to the store.”
The first-time customer argued that employees should never state “it’s policy” to customers looking for assistance.
DEMANDED BETTER
“Fix my problem, apologize, and empathize,” Voss added.
“At that point, I gave a piece of my mind left and won’t return…”
Lowe’s quickly responded to the shopper, apologizing and requesting more information to help with the issues.
“We’re sorry to hear your experience didn’t go smoothly,” Lowe’s official X account replied.
“This isn’t the experience we’re striving for! Can you send us a DM with the store location so we can look into this?”
MYLOWE’S REWARDS TIERS EXPLAINED
Here are the tiers included in the Lowe’s rewards program:
- Bronze Key: Earns 1 point per dollar spent and offers free standard shipping on eligible purchases of $35 or more.
- Silver Key: Earns 1.25 points per dollar and includes free standard shipping on eligible items with no minimum purchase required.
- Gold Key: Earns 1.5 points per dollar and provides free standard shipping on eligible items with no purchase minimum.
It’s unclear if the situation has since been resolved.
RETURN POLICY BASICS
Lowe’s return policy is relatively straightforward, allowing customers to return many items they’re “not completely satisfied” with.
In most cases, any new or unused merchandise can be refunded or exchanged so long as customers have a receipt and bring it back within 90 days of the purchase date, according to the policy.
There are still exceptions.
Lowe’s does not accept returns that don’t have any proof of purchase.
Additionally, there are several items deemed non-refundable, including labor and installation charges, safety masks and facial coverings, highway trailers, paint samples, and more.
Christmas and Halloween merchandise also must be returned to Lowe’s on or before the holidays, otherwise sales are final.
For more information, customers can check out the full expanded return policy details on Lowe’s website.
WAITING GAME
Several Lowe’s customers have cited other issues this fall.
Someone claimed, similarly to Voss, that they were forced to wait over “40 minutes” during a trip to their local store this month.
They were looking for assistance near the wood-cutting machine that allegedly never came.
“Today was a huge disappointment,” they wrote on X, tagging Lowe’s.
“I sat back at the wood-cutting machine for 40 minutes, kept being told, ‘we’ll send someone back.'”
“Had to just leave, sad waste of time,” the shopper added.
Lowe’s promised to launch a probe and look into the issue.
The retailer was also left apologizing recently after a “misleading” website left some shoppers up in arms.
Another customer abandoned their cart at the checkout area in fury over a different Lowe’s “policy” was the final straw.
