Checkout area of this place is always disorganized and time-intensive. Decent place otherwise, but…read morebring a bag lunch and a book for the checkout.

Used Mower Delivered as New, False Promises, Contradictory Stories, and Corporate Stalling -- Worst…read moreLowe's Experience Ever I purchased a Craftsman Z5200 zero‑turn mower from Lowe's Oswego (NY) and paid for delivery. What I received was used, dirty, and clearly not new. I have timestamped photos showing the condition of the mower and the blade. When I contacted the store, a Lowe's supervisor assured me I would receive a brand‑new replacement mower. She even stated, "I personally witnessed them assembling one out of the box." Based on that promise, I agreed to the exchange. On the day the exchange was supposed to happen, the Assistant Store Manager called me and said the exact opposite -- that the only mower they had was the outside floor model, not a new one. This directly contradicted what the supervisor told me. Then the store manager, Bobby, called and gave me a completely different story. He claimed the mower I had received was "new" and that zero‑turn mowers are shipped in open metal containers, which supposedly explained the dirt, rust, and wear. This is simply not true. When I asked for his last name, he refused to provide it, which is highly unprofessional and a major red flag. I scheduled a pickup to return the mower and a refund of my $3600 I paid for it. I stayed home for the entire pickup window. No one showed up. No one called. No one emailed. When I contacted the store afterward, they told me the pickup was "cancelled." I did NOT cancel anything. They could not explain who cancelled it or why. I then contacted Lowe's Corporate Care. I received an email saying "delivery scheduled" -- even though this was supposed to be a pickup. Every time I called corporate, I was told the same scripted line: "Someone will reach out within 24 hours." I was contacted the next evening and told a pickup would be scheduled for Monday to come retrieve the used mower yet kept receiving emails stating my delivery would be monday, then received another email stating "delivery" would be delayed until Wednesday, August 5th. THERE IS NO DELIVERY. Clearly, they do not know what they are doing at this store. Finally, after speaking with corporate again and making it clear that if I did not receive a call today, I would escalate this to the Attorney General's office, a pickup crew suddenly appeared SAME DAY at 1:04 PM. They were contracted drivers, not Lowe's employees, and even they took photos of the mower -- including the blade -- confirming the used condition. This entire experience involved: A used mower delivered as new A supervisor falsely claiming a new mower was assembled "out of the box" An Assistant store manager (unidentified) contradicting that and offering only a floor model A store manager lying about shipping conditions The store manager refusing to give his last name A pickup falsely marked as "cancelled" Corporate sending "delivery" emails instead of pickup confirmations Repeated scripted delays No action until legal escalation was mentioned I will never purchase large equipment from Lowe's again. This was one of the worst customer service experiences I've ever had. Now, i wait for my refund to determine whether or not this gets escalated to the Attorney General's office. *** UPDATE Monday, August 3rd- Received refund receipt** When I finally received my refund, the paperwork listed ERIC SAWYER as the store manager -- not "Bobby," the name I was repeatedly given by staff. This is important because whoever "Bobby" was, he called me with a completely fabricated explanation claiming that zero‑turn mowers are shipped "in open metal containers across the country," and that rusted blades and weather damage are "normal." That story was false, contradicted by another employee the day before, and clearly designed to shut down my complaint rather than resolve it. The fact that I was told the manager was "Bobby," yet my refund receipt shows Eric Sawyer as the actual store manager, raises serious concerns about transparency and accountability. Between the misinformation, the contradictions, and the refusal to provide last names, the entire process felt deceptive and dismissive. I am updating this review to reflect the actual manager responsible according to the official documentation: ERIC SAWYER. The misleading information I received throughout this ordeal -- including the false shipping story and the misrepresentation of who was in charge -- is exactly why customers need to be aware of the business practices at this location.