Horrible costumer service and we can't get a hold of anyone at corporate!! Compliant email in photos read more

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Was in the Gilroy store 06/10 between 7 7:30 am. Needed screen for my patio door. Looking around in the window/ door department I didn't see any rolled screen, a man was at a desk in front of his computer, so I approached him. The look and his attitude was not by any means customer friendly. It was like such a burden and how dare I interrupt his time. I did finally find out where the screen was, other side of the store. No thank you, have a nice day or anything... instead of purchasing anything I went to customer service and asked for the mgr. Told the asst mgr what happened, didn't buy anything. He said he was going to talk with him. We'll see.... Tell that guy in windows and doors, if he hates his job that much, quit! read more

For starters I gotta say Lowes home improvement is the "Target" of hardware stores. Every store I have been to is always organized, cleaner and modern compared to other hardware stores. However, you're going to pay a little more. This location is no different. When you walk inside it doesn't look like a chaotic warehouse. The staff at this location are very helpful. But when I come here I know what I am looking for, although it's nice to know they have great customer service. I came today to buy screws for my flag pole that got discolored and warped after several years of use, they always have what I need in stock. If anybody has gone shopping in this area they know that most stores are crowded and hectic. However this Lowes location is constantly good at handling crowds and I was in and out of the store in 20 minutes. Will be returning soon, thank you for quality parts and service. read more

We bought a washer and dryer back in 2018. A year later, our washer broke. Since it was under warranty, we called Lowe's and they were able to fix it within a week. Fast forward to three weeks ago, and our washer breakers again. However this time, when we tried to schedule an appointment, we were told we would not be able to schedule an appointment with a sublet until two weeks later. Our appointment was set for yesterday, and last minute, our appointment was cancelled, without a voicemail or message to let us know. We had to call the sublet ourselves to be told. Lowe's said the sublet left a message, but lo and behold, we did not receive one. We had another appointment for the subsequent busted dryer. This appointment was set for today between 10am to 1pm. We called this morning to confirm, and were told yes, we would have a tech coming out to look at our dryer. Because we have had no luck with this sublet, we called at 11:00am, and wouldn't you know it, now the technician is out indefinitely and our appointment has been rescheduled for May 11th, nearly a month after our washing machine broke down, during a pandemic. Usually, we do not run into many issues dealing with Lowe's. However, they are doing a terrible job in their customer service department, especially when it comes to outsourcing their work for warranty's. To be honest, this is the second issue in less than two years with this washer, so I'm concerned that this item was a lemon. As of right now, all Lowe's has done is transfer our concern to two separate Customer Service Reps. They have yet to confirm a separate company to come out and fix our washer nor have they offered a credit if we fix it ourselves with another company. If you are considering buying big appliances from Lowe's, read the fine print, and consider going to Sear's or Home Depot. You will not receive any help. read more

I have bought several appliances from Lowes over the years. I am a general contractor and replace the appliances, vanities, cabinets in the homes and buildings we work on. Additionally, we use Airport Appliances, Inc., in the office buildings we have renovated over the years. So, I am a more frequent buyer of appliances than most, and usually the high-end ADA compliant type. Over the last few years they have gotten outright horrible to deal with from their delivery personal to their service on missing or defective items. I have never returned an expensive item or delt with a costly return. But have had their delivery truck hit and rip out the gutter to our garage, (with him on video and witnesses). And they denied it. I have had to buy water lines to a refrigerator even though I informed them I do not need it. And then get flack about returning it. I have also received a $750.00 tool box with no keys to lock it. Moreover, it was missing the matts that line the interior except for two, it was dented and scratched up in several places, and I wrote that on the shipping receipt. I also went there eight times to try and get the key to it and they finally told me to call craftsman and get it myself. I will never buy anything from them again. read more

Best Lowe's in the bay. I really like to go there because of the great service from Frank at the paint department and the super nice and sweet ladies at the customer service. No matter what problem i had with any item they helped me and resolved the issue or I got my money back! Keep doing! read more

Do not purchase your appliances here. They hire unqualified "professionals" to come damage your property and then they don't accept responsibility for it after wasting countless hours of your time. Our dishwasher was replaced via home warranty and unfortunately, they chose to do business with Lowe's. The "professional" that arrived at our home got every detail incorrect from the start. He told us that the dishwasher wouldn't fit since we needed an LG dishwasher. Fact check, we DID order a LG dishwasher. He thought he was delivering a Samsung dishwasher to our house (he only had 2 units on his truck and couldn't get the details correct). In the process of removing the existing dishwasher, he chipped up our quartz countertops all along the length of the dishwasher. When we reported it to Lowe's they made us believe that the issue would be resolved, but after the tech came back out and denied that he caused the damage, Lowe's basically gave us the middle finger. I spent countless hours calling and emailing them photos to which they made it sound like would be covered, then eventually they told me that since we didn't have proof that their "professional" chipped and damaged my countertops, that they will not be assuming responsibility for it. They told me that type of damage would occur only during COUNTERTOP INSTALLATION. What an irresponsible business. Go shop elsewhere. They don't stand behind any of their services and gave me a run around and wasted my time for 2.5 months. They told me that Premier Logistics would be handling the claim and when I kept telling them that I didn't receive any contact yet, they finally told me that they're not going to take any responsbility unless we could provide PROOF that the "professional" damaged it. I'm sorry...but I don't have photos of the guy in the act of breaking my countertops. CRAPPY CUSTOMER SERVICE AT ITS FINEST RIGHT HERE. I've had great luck with Costco and will 10000% shop with them from now on. read more

I bought some plants here I lost my receipt they said if I paid cash or credit card I told them with my credit card they looked it up and they could not find it and I know I use the the card very disappointing wasn't even30 days read more

I usually have a horrible time in hardware stores but today I had a project to complete for my kids and I went in not knowing much about what I needed. I found Jesse in the lumber area and man was he a life saver. Helped me find what I needed at a great price and get me out the door in under 15 minutes. Helped load everything into my car including propane, which can be a total pain, and I drove away stress free on a holiday weekend! What??? Huge shout out to Jesse. You made my day. Thanks man! read more

We had a little problem with our 10yr old (noisy-ass) fridge that I exacerbated the problem by shoving it (which usually would make the noise stop) a little too hard and it nearly went thru the back wall of the kitchen crushing the fan mechanism. (Sometimes I don't know my own strength) but I digress.... My oldest was down with some sort of plague and the doctors had him on meds that needed to be refrigerated. He and the wife were sleeping on the couch for some reason and were complaining about the said noisy fridge. Long story short, what used to work in quieting the noisy bastard only made it a lot worse in the middle of the night. Come the morning the thing was shot, losing temp, no ice and making an ungodly racket!! First thing in the morning I blasted off to the closest Lowe's and gave them my sob story. I don't know if it was the sob story, my good looks or if it's the general practice but same day we had a brand new (quiet) fridge in place with meds intact. Thanks Lowe's for saving the day!! read more

I wish there was a Zero rating. I recently purchased some floor tile and the Gilroy store did not have it in stock. I purchased it in Sunnyvale instead. Long story short, it didn't work out. I tried to return it to the Gilroy Story and they refused the return because they did not have any in stock and said I would have to go back to Sunnyvale to make a return. I've never had this happen at Home Depot. All national retailer I have ever done business take returns regardless of which store you bought the product. Here I am a 73 Y.O. and hauled about 1,200 pounds out of my car only to have to load it back in my car again. They also told me they had no one that could help me load. My last time I will ever shop here again. read more

Last few visits I have really liked this store. Today however I am unhappy. I was looking at paint samples with my daughter and they had sample jars on display. Apparently one was open and we barely touched it. Next thing you know my jeans and shoes are covered in purple paint. Onlookers were giving me glares like my daughter did this but that is not the case. My husband went to paint counter to tell someone about the spill. The gentleman who came to help us was very compassionate and understanding. I wish I had gotten his name but I was quite upset. To top the visit off my husband went to the checkout and asked for a plastic bag to put my shoes in and the lady cashier called him mam! read more

Lowe's Home Improvement - Appliances Near Me - Gilroy, California

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Never liked going here because most staff isn't that helpful, but today was the worst. Rude associate (Paula). No bike racks and bikes not allowed in store. Manager unavailable. No comment cards. I'm not going back, whether I'm biking or in my car. read more

When it came time to buy a dishwasher at this location we had no problem. We spent a lot of time in the store waiting for the clerk to input all of the transaction information. But, the clerk neglected to tell us that we needed to keep every document of the transaction for the product, in order to access the warranty and repair services. Seven months later, our dishwasher broke and we called the store. The clerk could do nothing more than refer us to their Customer Care department. The Customer Care department are individuals who state they are contractors and do not have access to records past three months of the date you call. The two Customer Care service reps I contacted gave me different information and did not know much about the repair process or documents needed to present for repair. They were not able to look up our transaction like we were told by the store clerk. In fact, they had two different outcomes. Neither one of them was helpful. One of the Customer Service reps found our information and was able to tell me the date of my transaction but could not tell me if I would need to have a copy of the receipt for services. Later the same day, another other rep stated she could not search that far back. She stated there were no notes from the first call when I was given the date of purchase. The broken dishwasher is under warrantee but without the actual or copy of your receipt you cannot have it serviced. I found this out by calling the appliance service center. I called back and pleaded to one of the service reps in Customer Care to help me obtain a copy of my transaction and she refused stating that she did not have any authorization or access to the process for this type of a referral. She also refused to connect me with a manager. Total time spent on this 1 1/2 hours, not counting the wait time of over 15 minutes for each call. Total time over two hours with no results. We will never, ever buy a major appliance from Lowes again due to the lack of customer service and training given to the employees. Their Customer Care system is weak. We ended up calling a local repair service, which was less expensive than what the repairs would have been through the brand's repair services, without a proof of purchase or warrantee. We have zero confidence in Lowe's fake Customer Care department. I looked online and there isn't an option available to file a complaint. Like I said, last time we purchase any high ticket appliance from Lowes. read more

Gets an extra 2 stars for the service I got from the 2 cashier's. But surprisingly the person in customer service, Maria has horrible customer service. She worked today at 1pm. She derserves 0 stars Had to exchange a blind because I got the wrong size, and she gave me such a hard time. I understand I didn't have my receipt, but I had purchased it with my Lowe's Veterans account. Gave her my number to look it up, but for someone in customer service she has terrible listening skills. Argumentive and just smug. AFTER today will avoid LOWES like the plague. Good job Maria for losing a Veteran life long customer. read more

These guys just don't know how to get it right. Management is in effective and does not know how to actually solve problems. I will never make a major purchase at Lowe's again. read more

The woman working was following me around and calling other workers on a walk-in talkie accusing me of stealing when I didn't steal anything when I couldn't carry what I wanted to the front of the store I was looking for a shopping cart she called someone to call the police for no reason probably just because I'm black read more

Lowe's Home Improvement - The receipt of what I was accused of trying to steal - Appliances Near Me - Gilroy, California

As I'm scouring the lumber isle for someone to help cut a 10' piece of wood, I walked by employees several times. They never offered any help, so I approached one and asked for assistance. She didn't work that area so she walked me over to another employee who said, "Sorry, I'm off." She got on the radio and called (3 times) for someone else to help me, but nobody ever showed up. Her efforts were commendable, but I told her I was heading to Home Depot. read more

Dispute the mask mandate, the staff does not regulate any customer protections from others who aren't complying with the state mask mandate. The older man with glasses who works at the paint department had his mask down below his chin and was helping a thin lipped woman with glasses who took her mask off completely and was literally leaning into every word she was mouthing getting her nasty germs everywhere. This happened around 7:15pm on August 7, 2021. The service here is so terrible as it is, the least you all could do is the bare minimum. read more

No one ever picks up the phone. I bought a washer/dryer combo. It was delivered without the owners manual. Their phones will tell you which button to push to reach a given department, you push the appropriate button then it gives you some music then the phone rings making you think someone is going to pick up only it rings for a lengthy time then rotates back to the original message telling you which button to push only to do the whole thing all over again. When I finally got an associate on the phone, they were not helpful in getting me the owners manual so I asked for the manager only to be transferred to a line that rang a lot of times and then just finally did a disconnect. It's evident to me that I'm going to have to actually go to the store to be able to talk to anyone who may be helpful. I would rate Lowe's zero stars because after the sales service is absolutely nonexistent. read more

Worst hardware store I've ever been to. Waited an hour to get something from the top shelves and I end up leaving. Talk to a few workers but this guys just don't care and I can heard a bunch of workers on the back laughing. I hate coming to this store, I only go there when Home Depot doesn't have what I'm looking for. read more

I went to Lowe's to get a replacement for my screen door. I picked out a door and arranged to have someone come to measure. That happened but the guy who measured NEVER sent in the information to Lowe's. As a consequence, I spent hours listening to the phone ring with no answers only to discover weeks later that they could do nothing except ask for the measurements. Totally unacceptable! I asked for a refund of my money. We shall see. Should be 0 stars read more

This pace is a disgrace. All the employees look like they hate their life's. There is no customer service nor accountability when they make mistakes. Even the employees at customer service are worthless. read more

So we went into Lowe's today to look for a simple microwave and they did not have the one that we wanted in stock. He asked if we wanted to drive to South San Jose to pick one up and of course I said no!! The next shipment is I. 2 weeks?!?! Ridiculous!!! Heading out Home Depot now! read more

This place reminds me alot of some great home improvement stores. Cough* cough* It is very organized and very clean. With many isles to find all of your needs from light fixtures to indoor and outdoor paint to tools. A very fascinating store with many options for your home improvement needs. Except for what I was looking for this day but thats ok. I can get number decals somewhere else ;) I found myself purchasing things I didnt know I needed till I started shopping. A nice and convenient touch was the self check-outs that were available to scan, purchase and bag your items yourself. Very smooth experience too. Its located on the left side of the store so if you like self check-out then be sure to park on the left side of Lowes. They had kids carts that made our shopping much simpler and comfortable. Although it was exercising my arm muscles for sure when Id turn it. But beware the woman in the paint section....she could be very rude without even realizing it. She seems stressed out. Ill be sure to avoid her next time. A quick tip* you can park right in front of the doors if there is parking available. Very close and wheelchair accessible!! read more

Lowe's Home Improvement - Found a cute lids cart. - Appliances Near Me - Gilroy, California

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Rob, in curbside pickup HELPED ME SO MUCH tonight. With quality service and a can-do attitude, Rob looked for a high requested item that I needed. While on the phone, he told me he had two boxes in stock. Although I needed to get more-- I took what I could get! I drove from Santa Clara to Gilroy for the two boxes and when I arrived, because of his awesome attention to detail, HE FOUND 3 more boxes!!! He saved my butt for tomorrow's project. And absolutely made my day with his levity. Thank you, Rob!!! SO DAMN MUCH read more

This place is a complete trash hole. The employees are absolutely incompetent, rude, and absolutely lazy. Mike at the pro desk is worthless and his shirt looked ridiculous. Will never come back. Their inventory is also trash, beat up, filthy. Just close this location and do everyone a favor. read more

The Customer Service on the PHONE is terrible !! Most of the cabinet styles and stones for the counter tops are out of stock. Is that Lowe's fault? Not sure. I can tell you they NEED a new phone system. read more

Bought a hammer drill over the phone from these guys on Sept 3 and after they charged my credit card, they called me a week later saying, "Oops we sold all of them, sorry!". In an attempt to rectify the situation they said they would find it at another store and send it to me and it's now Sept 18 and still nothing after saying they received the drill and would ship it. This store needs to get their sh*t together. The worst part about the exchange, when calling to figure out if my drill was indeed going to be shipped as promised, was an employee named Andrea, the receiving clerk. She was extremely rude, unprofessional and defensive. I get that unhappy customers aren't super fun to deal with, but she consistently interrupted me, kept blaming others and ultimately hung up on me which is totally unacceptable. The assistant store manager did shed some light at the end of the tunnel so we'll see what happens from here on out. Let's hope no one else needs to deal with Andrea the grouch. read more

Who knew purchasing new appliances would be so easy. The customer service was great and everyone involved made the process less painful then anticipated. We recently purchased a new washer and gas dryer. The order took only a week and the free delivery/installation took less than an hour. They even detach and haul away the old appliances for no additional fee. The men were very professional and efficient. Only sketchy thing in my opinion was the unmarked delivery truck, for being such a large corporation wouldn't you think Lowe's had their trucks marked? And one guy thought I purposely ordered two different colors. That made my heart skip a beat and not in a good way. Other than that I'm very pleased! Thank you Lowe's! I can finally do some laundry! read more

Lowe's Home Improvement - Sketchy unmarked Lowe's delivery truck. - Appliances Near Me - Gilroy, California

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I hate giving bad reviews because I believe everyone deserves the benefit of the doubt and I try to be extremely patient. HOWEVER, I have spent over $15k in this store and every time I have called them about my appliance orders, they cannot find my order in their systems, or my orders look canceled, or once I even had one employee tell me my appliance was already taken home when I was trying to schedule my delivery. What?!!! Yes. Someone always EVENTUALLY finds my orders after going from one person to the next. It is ridiculous and insulting for an employee to tell me they can't find my order after I've given them my order number and spent so much money! This is the worst customer service I have ever dealt with. I honestly don't know if the employees just don't get treated right from management and it trickles down to the customers...? I don't know if the Lowe's computer systems dealing with online vs. in store purchases are just extremely outdated and need to be replaced...? BUT for the love of GOD, this store needs a complete revamp from management training to the employees to their systems. HELLO CORPORATE OFFICE - ARE YOU LISTENING?!! Customers are coming in paying thousands and thousands of dollars and this is really how we get treated?!! Shame on you all. Treat others how you would want to be treated and be helpful - that's why you work there! I hope you're upper management reads this because enough is enough with such unaccountability in employee customer service and the company's who do nothing to fix it. read more

Great selection, great prices, great customer service. If you need help ask for Hector. He will take good care of you. read more

Lowe's Home Improvement - Appliances Near Me - Gilroy, California

I'll never shop at this Lowe's again. On my way into the garden area, I saw the bag of mulch I needed but wondered if there might be a smaller size. I was told, "There might be one inside." I never found a smaller size, so decided to purchase the large one out in front. I paid for the mulch and that was it. I'm an older woman, shopping alone. The bags are extremely heavy. There were, at a minimum, three other employees sitting around the area, yapping. Not one of them offered to help load the bag into my car. Never again! The first employee SHOULD HAVE SAID: I don't know, let's look. The second employee SHOULD HAVE SAID: If you pull your car up, we can load the bag in for you. WORST CUSTOMER SERVICE EVER! read more

I don't know what it is about the Gilroy Lowe's but they hire the worse customer service representatives ever. Most of the time they are clueless and never attempt to figure out or help you. However the most critical behavior that they need to change is their know to all, rude, and attitude driven communication with the customer. If you go to Lowe's make sure you know everything about the product because the people there will frustrate you and make you lose your cool. This store was amazing several years ago but they have turned to shit. I will always go to Homedepot going forward at least they are friendly and know about their products. You guys are going to lose a lot of business if you don't teach your employees customer service. Especially the lady in the blinds section. Wow is she entitled. The attitude she showed me was incomprehensible as I restrained myself from blowing up on her. How hard is it to answer questions about blinds! Why you do you need to answer back with such attitude. This person needs to be removed from customer facing job. Do something Lowe's or else you guys will continue to lose business. You lost one customer today. read more

We want to express our gratitude to Michael in the garden department. We went in yesterday, April 2nd and were impressed by how courteous and efficient he was. Then, after we paid for our items, he followed us out and loaded 10 bags of mulch into our car. Wonderful service that was much appreciated! read more

Well what can you say about lowes, its still a massive big box store but... Soooo much better than Home Depot! read more

What a joke!!! After searching the place looking for help I finally found an "employee" who was grumpy put out and annoyed that a customer needed assistance. After finding what I NEEDED (on my own no less) employees walked past me loading heavy objects onto my flat cart with ZERO offer to help... SCREW YOU LOWE's in Gilroy read more

The reason I gave the Gilroy Lowe's just one star is because their poor customer service. My husband and I usually go this Lowe's on weekend mornings. There's an employee named Manuel that works self check that has horrible customer service. He never greets you, he never says thank you and he seems like he hates being there. He acts like customers are an inconvenience. On this same visit, we tried to have a key made. There was a employee at the key machine that never acknowledged us standing there waiting for him. There weren't any other customers waiting for him. We gave up and walked away. On another occasion we checked out on the contractors side of the store and the checker acted like we were interrupting him playing video games on his phone. The employees at this store are in dire need of some intense customer service training. read more

Can never get a hold of customer service. Went through the automated message to speak to a person 5 times and still no one answered. Not sure if this is due to the system or just neglecting phone calls. read more

Every time I have been to a Lowes I asks for assistance and no one ever comes to help me I wait and wait I asked for help numerous times today I asked to speak to a manager they never called back on the customer service phone.. unfortunate Lowes is closest to my house.. I will now drive farther to a Home Depot this place is pathetic read more