After over a week of dealing with this order, my biggest takeaway is that poor communication and lack of follow-through appear to be part of the culture at the Kent Lowe's store #2561 The delivery delay was frustrating, but delays happen. What should never happen is changing a customer's delivery date without notification, failing to return calls, repeatedly promising updates that never come, and forcing customers to spend hours chasing information about their own order. What concerned me most was the lack of leadership accountability. When issues escalated, there was little evidence that management was actively engaged in resolving the problem. Calls were not returned, messages went unanswered, and even after submitting detailed complaints to Store Manager Jason and Customer Care, I received no response. Leadership sets the standard for customer service. When managers fail to communicate, fail to follow through, and fail to respond to customer concerns, that behavior eventually becomes the culture of the organization. Based on my experience, that is exactly what appears to have happened here. The only reason this review is not even lower is because Kaylah and Eric stepped up, took ownership of the situation, and ultimately resolved the problem. They demonstrated the professionalism, urgency, and customer focus that I wish I had experienced from the beginning. Customers can forgive mistakes. What is much harder to forgive is a complete lack of communication, accountability, and respect for their time. Unfortunately, this experience left me with little confidence in the leadership and customer service culture at the Kent Lowe's store. read more

In this world today, we need to start growing, and when I say growing, I mean plants, flowers, food, herbs, and more. Lowe's not only has soil for planting. They also have much more. They have everything you need in your home. This is a wonderful Lowe's. It was clean. The employees were super sweet and the plants looked healthy and fresh. I would return there over and over again for a great value and a great place to go. read more

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Great customer service from start to finish on flooring project. Project included removal of existing carpet, preparation of underfloor and install installation of beautiful new vinyl flooring. Very satisfied. read more

Lowe's Home Improvement - Hardware Stores Near Me - Kent, Washington

After waiting 1/2 hour for help with a leaf blower I gave up. This is the worse store I have been in and if I could give 0 of if I could . read more

In November 2024, Morgan, in appliances sold me a whole set of new appliances. I spent $4k. I requested they add the 5 year warranty to the refrigerator. She talked me down to the 3 yr. Warranty and said the Lowe's Protection program would contact me before the 3 yr. Is up to ask if I want to renew, but she mentioned nothing about the price tripling. Fast forward to February 2025, I find out the warranty renew for 3 yr. will cost $550/$5 yr. At $826 when I called Lowe's Protection. This information was not shared with me at the time of purchase. Brittany, the manager was unable to make this right. I am so upset. This is unacceptable! Bate and switch and total incompetence on Lowe's and their poorly trained employees part. I guess you get what you pay for when dealing with poorly trained employees. I don't recommend buying appliances here. These people are unorganized and undertrained. Getting my brand new damaged newly installed microwave replaced with a new one took over a month. Terrible! It took so much time and multiple phone calls and trips to the store to finally get it done. We also ordered new washer and dryer from Costco recently. There were no issues whatsoever. It was like night and day when comparing the quality of service between these two retailers. I HATE Lowe's! read more

Had an install scheduled. Installers showed up at the store and the dishwasher wasn't there for them to pick up. I was told by managers they would personally deliver one, get me one of same or even better value and take care of me today regardless. None of this was followed through with. My install date was simply moved out an additional week without any accountability or customer service involved. I was offered an in store dishwasher to purchase that was lower quality but managers never followed up with the level of service they promised in store. I would have had to still wait for an extended installation date and take a dishwasher that was cheaper to accommodate their mistake... Process sucked! read more

Andrea who works at the Lowe's, in Kent on Pacific highway is the epitome of customer service. She sets the bar for how customer service. Lowe's is lucky to have her. read more

Terrible customer service! I went to return a heat gun that was providing too little heat pressure and was denied the return. When the manager had came over she took 10 minutes to look around im assuming checking the return policy. I only bought the item ten days ago and I still had the original receipt. When she had came back she refused to give me a reason why I can't get my money back. On top of that, after I said I won't be coming back to this location she said "that's fine" and proceeded to laugh in my face. Went to another lowes 10 minutes away and got the return done just fine. Screw you pac highway Lowes! I know you hate your job but you don't have to take it out on the customers that provide you a job read more

I purchased an air conditioner on July 17, 2025 at the following Lowe's location; 24050 Pacific Highway South Des Moines, WA 98032 Their policy states that appliances such as air conditioners can only be returned within 48 hours however the exception is as follows; Exceptions: Items returned in original, unopened, undamaged, factory-sealed packaging or unused if not sold in packaging may be returned within 30 days of delivery or the time of pickup. I never opened the box. Today I went to the Lowe's location at Midway in Des Moines, WA where I purchased it to return it. I was informed by the associates as well as the manager, Alice that I couldn't return it. I did refer to the policy that makes the exception to return it under the above circumstances. I did them that I hadn't even opened the box. Alice's reply was that there's a sign by the air conditioners that say that returns are only accepted within 48 hours. Although this is true, per Lowe's policy, there is an exception which she declined to honor. I did inform Alice that I was contacting Lowe's Customer Service to notify an associate that was refusing to honor the terms of the policy. Her reply was 'okay'. She never offered to check the condition of the box, which was still in my car. I didn't bring it in because it's too heavy for me to lift. In fact, the first question I asked one of the store associates was if someone was available to come out to my car to get the air conditioner out of my trunk so I can return it. I went out to my car and called the Lowe's customer service line. A associate who confirmed that per the policy, I should be able to return it. I did go back into the store and call the second associate who offered to speak with a store associate. I asked for the manager who was in a morning huddle. The phone associate asked to speak with any store associate but a store associate said that the phone associate would need to speak with the manager, I informed the phone associate of is. While waiting for the manager, the phone associate informed me that it would be at the manager's discretion to accept the return. With this, I didn't feel the manager would be willing to accept the return so I decided not to wait any longer and I left. read more

The Lowes staff took fantastic care of me. Teresa noticed I w3as doing a lot of shopping, explained the Pro program and got me started that very day. I was introduced to the staff, and we even took some photos. It was a great time, and I cannot compliment the staff enough. read more

In shopping for a few things. Every store employee went above and beyond helping me! it was a nice experience! my only complaint is how congested it was as we walked into the store, with signage and a big bb, so it mans it hard to turn and go to the department I needed. a good experience today! read more

My daughter and I were at the Midway Kent store located on Pacific Hwy and had finished our shopping and was at the self-check out counter. At first I noticed that there was a store representative standing close by us watching as we checked our items out, then all of a sudden there were 3 additional representatives standing around in the same area. We were made to feel very uncomfortable. I have had a Lowes credit card for the last several years and do alot of shopping at this location. As I was getting ready to swipe my credit card, a representative all of a sudden came up to me asking if I needed help. Why would I need help paying for my items? To be profiled in this manner made our Saturday shopping very unpleasant to say the least. If the store is suffering from shoplifters, I strongly suggest you open check out counters with those representatives who were standing around us, start working at check out counters and remove the self-check out counters. This experience put a very bad taste in my mouth!!! read more

Don't!!!! shop at this location lowes on pacific highway lowe's sell used/ return equipment you expecting the equipment to be new paying full price they re-tape boxes pass it off as new an charge full price . When you return to store an explain your issue Manager/ cashier says tough luck we can't except return the Manager / cashier was no help didn't really care or put no effort into helping with issues terrible customer service at this location read more

I bought light bulbs at this store this morning. The store was clean and Organizeed and easy to find common items I bought my one item through self check out. I bought 10 paper bags the costs .80 cent. Everything is on ccamera and on computer ti process credit card payment. As I baged up my purchase including my q0 bags. The clerk accused me of ststealing the bags. I told her I purchased the bags and it is on the sales slip and the computer and all on camera. The clerk repeatedly accused me of stealing the bags. The clerk had observed my entire transaction. I told the clerk ther behavior is unprofessional and completely unacceptable. I call to speak to a manager who refused to co.e to the phone. The clerk and the manager should be fired. I will never shop,at Lowes again read more

The Lowes in Kent has horrible customer service, I went in to buy a lawnmower and they were all locked up, couldn't find anyone to help out, so I asked THREE people that worked there and they all said they will send someone over to help, after 15 minutes nobody came over so I guess Lowes is not in the buisness of making money and I walked out disappointed with never to return .. read more

I want to take a moment to commend the team at Lowe's in Kent, WA, for the noticeable improvements to the exterior of the store. It's clear that effort has been put into keeping the area clean and welcoming, which makes a big difference in our community. Remove the surveillance instilling fear, input a company presence & build a relationship. read more

Lowe's has removed military discounts from sale items without notifying or posting any of the veterans that have been using it It cannot be applied to major appliances (including related accessories and parts), commodities (such as, but not limited to, electrical cable, electrical wire, dimensional lumber, plywood, and OSB), gift cards, previous purchases, fees, installations (sold separately or as part of a bundle comprising both product and services), or any other services (such as, but not limited to, rentals, labor, delivery, shipping, extended protection plans). Additional exclusions may apply. See store for details. Plus I understand that even employees lose their discount on sale items how wrong. This store has really gone downhill from my post 4 years ago there isn't a single person that still works there. read more

First time I came here, I got wood cut to requested measurements. I came back to get the same wood cut, but the manager said he was unable to cut it/wasn't allowed to cute this type of wood. So I had to come back when the nicer guy was cutting. Boooo manager read more

I'm sorry, but the bathrooms are a direct reflection of store management. Why are employees not asked to go inside periodically and check to see if they need to be cleaned. It's horrendous in there and border line a health issue for customers. I literally thought I was going to catch something in there. So sad! read more

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The worst experience I have ever had. I ordered merchandise to have next day delivery. They delivered to the wrong address and then lost my order all together. There was no way to cancel the order on line. I ordered Sunday night with next day delivery. Now it's Wednesday and this is day 3 with no way of telling where my order is. My contractor wasted 2 days' work because he had to cancel other jobs. NOW I HAVE TO PAY MY CONTRACTOR FOR 3 DAYS LOST JOBS EQUALING $2100. So my order is still lost and I MUST PAY $2100. Tonight I went to the store to get a refund. SORRY WE CAN'T REFUND. YOU MUST WAIT FOR THE MERCHANDISE TO BE RETURNED TO THE STORE FIRST. A NIGHTMARE. I WILL NEVER DO BUSINESS WITH LOW'S AND YOU SHOULD NOT EITHER. Now I am filing a lawsuit against LOWES to recover my $2100. UNBELIEVABLE. read more

If you happen into this establishment, search for only 1 person. Brittney is a STAR at this location. I find her back near paint, or appliances mostly. She is the reason to visit this location. If you go to the "Customer Service Desk", AVIOD Flo at all costs. She is the nastiest. I bought an air conditioner. I was having a few issues with it so I wanted to purchase a second one. I ordered it AND added myself as an authorized pick up person. I usually go by a nickname on all apps. I went in to get my AC. She turns her back to me to speak to me. IDK if she has a problem with white people or what the issue is. I told he rI was picking up and presented my phone with order number. She didn't even look at it, just walked to the back. She came out and talked to someone else, ignoring me. I stood there waiting. Finally I said "I'm authorized to pick up my order," Without looking at the phone or at me, says "That'll take 24 hours to verify." I said it's available for pick up now. She simply said "OK, bye." I was like so do I refund, what do I do? She walked to the back again with the thanks bye. I asked for a refund of the one I purchased and canceled the order for the second. She just cost this store $500 dollars. I've NEVER been treated like that, and I won't EVER be back to ANY Lowe's over her treatment. I also canceled my account and closed any business I had with them. If this is how they treat vets, I'm APPAULED! Good Bye Lowe's. read more

I can say for the the lumber section, had fantastic service from a man name Cokie and his co worker; Darin. Hard working, helpful and open. Made me feel like I can ask for help rather then being scared to! Thank you Cokie and Darin for being awesome and so helpful! Check him out! And hopefully Lowe's can get him some awesome perks! read more

Hello I went here a couple of days ago it's a good store. I like it it's very convenient to my house I'm not much of a home improvement guy but you know I I think it's easy to find stuff in there. if not there's usually somebody available to help you. there seems to be a lot of people in there. which is unusual for this day and age. you know helping okay well yeah happy summer hope you enjoy your day. read more

Such friendly staff and beautiful plants that were well taken care of! Henrietta rang me up and she was so helpful and knowledgeable about the plant I got and helped me out with exchanging the pot it came with. I will definitely be returning for my garden needs thanks to Henrietta! :) read more

Lowe's Home Improvement - POTHOS - Hardware Stores Near Me - Kent, Washington

In a world that focuses on the negative I would like to tell Lowes that their store in Midway Kent store has customer service that cannot be matched. David in paint should get recognition for gold star bend over backwards service. I purchased 5 gallon paint cans that are very heavy. He loaded them for me onto a flatbed and shook them and was genuine in his service. As I was checking out I asked for help out and a very nice young man who was going to clock out for the day stopped came over to help take the large flatbed to my car. He smiled and chatted with me and put all the cans in my car with a smile and took the flatbed back for me. This kind of service should be recognized and if you are looking for trainers you have some great ones to consider in that store. Thank you for such great service! Keep up the Great Work!! read more

My husband went in to buy a part for our washing machine and the security guard started following him and watching him down the aisles, for no reason we could think of. My husband bought the part and left. Racial profiling? I think so. read more

Lowe's Home Improvement - Hardware Stores Near Me - Kent, Washington

The worst customer service ever! They sell a protection plan that they won't honor. They leave it to the customer to deal with the endless run around, then when I comes to issuing a refund they won't put it back on the card it was purchased with and issue a in store credit card. Why would anyone want an in-store credit if they don't plan on EVER shopping there again? I'm going to file a complaint with the state attorney's office... read more

If I could give this place a 0 I would! I had to cancel an online order for a microwave because they wanted to charge me an additional $250 (total $439) to install! Then when I asked the store to deliver it instead they told me they couldn't because it was out of their area. So I had to cancel the order (on the phone). The next day I noticed 6 charges on my credit card totaling over well over $1000!! I called the store and they basically told me they couldn't do anything about the charges and that I had to file a dispute with my bank. The manager at the store named Shelly hung up on me twice! What a Pathetic company and store! I'm a property manager who could bring them A lot of business but that's irrelevant to them. They are totally incompetent and totally lack on customer service. I will never go to Lowes again. read more

Frank, the appliance sales specialist helped us buy a new dishwasher today. He was very knowledgeable and kind. He made the process much smoother than it could have been. Keep up the good work Lowes. We'll be back. read more

I waited for over 30 min for paint and asked several people for help. No body ever showed up to help or mix. Their were at least 4 other people waiting, we all left. Worst costumer service read more

I was here on 3-5-11. Me & a roommate where out shopping for a new toilet, & figured we'd check out this Lowe's to see if the toilet that we were looking for was in stock, since the Federal Way Lowe's didn't have one of the toilets we were considering. For one, once we were inside we had to wait forever just to get the employee there to help us, we literally had to walk to about 2ft from the guy to even be asked if we needed help. Completely unacceptable. Secondly the employee did not know his product. When we asked him the difference between two toilets we were checking out the guy couldn't tell us the flush power, the bolt pattern to bolt them to the floor, the amount of water either of them used, etc. Thoroughly frustrating. All that kept coming from his mouth was "yup that's a good one". Well tell me how its a good one for christ sake! Turns out they did have the toilet in stock that we were looking for as well, but me & my roommate gladly took our business back to the Federal Way store. Poor customer service of the highest order. The employees definitely need to be more engaging here, & most of all know what you are trying to sell. I won't be back. read more

Lowe's Home Improvement - Hardware Stores Near Me - Kent, Washington

Your typical Lowe's (lovingly referred to as Low Expectations in my house). Actually a newer store located where the Midway Drive-In / Swap Meet used to be. They are definitely priced higher than Home Depot (there is none in the area) and help is less trained. However, today my husband was looking for specialized screws and had great help from Ernest (? I think that was his name) - hence the 3 stars instead of 2. Will we be back - only if we are desperate and in the neighborhood. read more

I never thought I'd be on yelp especially for a bad review but I've never in my life have had such bad costumer service. I waited for a WHOLE HALF HOUR for this stupid red haired grandma to help me out and when she finally did "help me out" she said she can't help me because I don't have an account so I went to the pro desk to make a account turns out I HAD ONE!!! So I made my phone sale there and I was walking back to the costumer service desk exit once I got there the doors didn't open I asked "is the door not working" and again this red haired grandma just stared at me for a good minute she finally told me to go to the middle exit as I was walking to the other exit she gave me a attitude asking for my recipe i was already pissed at this point do I just said "i don't know" (plus why is she even checking my receipts if she's not even working at the exit)she started to try and take my stuff from me so I pulled out my receipts and showed her she finally shut her trap and let me go but I really didn't appreciate the laziness and the attitude she gave me read more

Just left my cart full of stuff in aisle 16. I asked for help twice, both times after ten minutes waiting in the aisle, no help. They didn't have the size shelves I needed in stock, and I was told that the saw was broken, so they couldn't even make what WAS available work for me. On my way out, I tried to find someone to express my concerns to --could find no one. I give up. On my way to McClendons. read more

This place is absolute trash! Customer service like Walmart. Lines a mile long, due to the ridiculous social distancing BS, incompetent cashiers who move at the speed of dripping tar. I've been coming here for the past 4 years and have watched this place decline rapidly. I am now done, I come here out of convenience. I will now drive 5 miles up the road to Home Depot. read more

This is by far the worst store and worst location to shop at. The floor staff in the plumbing are actually helpful. Buy I really don't have anything good to say about the rest of the people there. That includes management. - I went there to purchase a heavy duty BBQ grill once. The lady I n that department was going to assist me with getting one that was not on display. She was looking for one in the back from her computer, but then was interrupted by another customer. She dropped me and went to assist the other customer. After waiting around for about 15 minutes. I left and went to purchase a different brand at Home Depot. - There was another time that I was there shopping for lumber. Management posted a warning on my windshield that my vehicle was going to be towed. I was parked perfectly like all other vehicle. Stupid management didn't even realize I was in the back of my vehicle. They lifted wiper and let it slam back to my windshield. - Most cashier's are not friendly and shady. Will never say thank you or even look you in the eye when speaking. Very strange group of people. - By all means. A lot of the shoppers are decent people, but there are also a lot of wierdos at this store. Not the safest place to be and I almost got ran over twice trying to get back to my vehicle. You are probably better off and safer to avoid this store. Just my take on this store. Other Lowe's store are pretty decent and Safe. read more

This store has the most nasty workers I have ever dealt with that are not smart in any way ask a question all answer the same I don't no pay the money and hire people that knows the job your no better than wallmart read more

I was so surprised to see so many people in and out of the store. The parking lot was full and there were lots of customers- some with masks, some withou and some who don't bother to social distance at all (no masks, will walk by you in close proximity while yapping). I think I've seen this place emptier before the pandemic- yes, really. The reason why I ended up here is to get a new freezer. We were spooked by the meat shortage and buying online for an appliance we want so badly is not an option. Deliveries are as far out as May or July. Our dog is also on a soft diet because she seems to be allergic to any dog food or treats- we need lots of chicken and meat for us just in case the shortage hits. I was able to get help right away but not after being scolded to wait my turn at the appliance section. Hey! I didn't know and no customer protested. Only the employee did. I suggest to wait by the cash register in that department- so that no one embarrasses you. A minute later, the same employee came and said he's ready to help me. I was really the next person after all. I mentioned I wanted a freezer the same day that we can pick up. After taking a look at the only two they have- 17 & 15 cubic Ft, I paid, was given instructions on how to pick and got my receipt. Fastest store visit I had. It took 5 minutes. For pickup, you get to call a 4 digit number with a # sign first on one of their curb side pick up signs (by the entrances). My husband picked up the item much later but he complained that they took forever to bring it out. I'd say it took a good two hours for the freezer to come out and that's the reason why they get two stars. I wish they have a better call out system on when they will have your order available for pick up Instead of having customers wait. I also hope this is not the reason why the parking lot is packed. Not a great thing if you're trying to not stay in a store too long. read more

Do not get carpet or hardwood floors from Lowe's unless you want to be put though the ringer... ordered carpet July 26... 2 months went by the just gave the carpet to the vendor they use. 10 minutes after the vendor was supposed to be here I get a call that the carpet is damaged... get another call that carpet will be re-rolled by Lowe's (so was it not damaged after all?). I was re-scheduled again and once again no one showed up or got any call. The worst service I have ever ever had in my life. Cyrena Brown from Lowe's the sold the carpet won't even respond back. read more

DO NOT SHOP HERE. They literally have 2 checkers working at any given time. Waiting in line to pay takes roughly 25mins. I really don't want to give my business to Home Depot but this is ridiculous read more