Lowe’s Apologizes Amid Customer Outrage Over ‘Worst Service’ Experience

According to The Sun , Lowe’s has issued an apology following a wave of customer complaints on social media about poor service experiences, including mishandled orders and delayed deliveries.

Frustrated customers shared their grievances online, with some calling it the “worst customer service” they’ve encountered and even threatening to cancel orders or return items. One shopper shared that a $14,000 refrigerator order was mishandled during their home-building project. They claimed that a district manager processed a return without their consent, and despite repeated attempts to contact Lowe’s, they were left in the queue or received no response. Lowe’s responded by apologizing and urging the customer to send a direct message with order details.

Another customer reported a delay in receiving a faucet ordered over a month earlier, with Lowe’s representatives allegedly advising her to “just keep waiting.” A similar response from Lowe’s followed, asking for her order details to help resolve the issue.

The dissatisfaction extended to appliance deliveries. A third customer reported issues with a washer and dryer delivery and expressed intentions to return the items due to poor customer service. Additionally, another shopper voiced frustration over an inability to cancel an out-of-stock order at a Lowe’s location in Simpsonville, SC, with Lowe’s offering only a substitute. The customer insisted, “Lowe’s REFUSES to let me cancel the order. That’s BS.”

In each case, Lowe’s publicly apologized and requested direct messages to help resolve the issues, but the backlash continued. The company’s challenges have fueled widespread criticism online, reflecting a growing trend of customers turning to social media to voice complaints, especially with large retailers.

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This recent wave of issues isn’t isolated. Lowe’s previously apologized after customers took to social media to report poor service experiences, such as receiving damaged appliances and struggling to receive adequate assistance. One shopper even considered abandoning a purchase due to frustrations with the chain’s checkout policy, choosing instead to shop elsewhere to avoid potential issues.

Despite Lowe’s efforts to address these complaints, many customers remain frustrated with delays, communication issues, and inconsistent service.