Don't bother expecting anybody by phone to resolve an issue. What you will get as an endless cycle of prompts on their AI phone system that will invariably lead you nowhere and then hang up on you. read more

So the continuing saga. The grill was to come Saturday ( the day before Easter.)or no later than ( day after Easter)Monday. It not only didn't came either of those days , it came the following Tuesday 4/2. That's not the half of it , it was in a box . Yup! Unassembled! It was sent back once again. This time I was told there was one in the store, fully assembled and my name is on it. They would get it out to me asap. Possibly the same day. ASAP turned out to be Saturday 4/06. Now I get to spend a third day at home waiting for this grill to be delivered yet again. I can hardly wait to see what condition this is in next. The value of this purchase? Who knows. read more

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I see a lot of negative reviews, but I have always found the staff polite and helpful. People have to manage their expectations.

Home ownership has brought me to allllllll of the different hardware and home improvement stores in town, and the Lowe's in Webster is the most problematic of them all. I'll start with the "okay" parts of this store. It's layout is fine, and they sometimes have the things in stock that you need. The parking lot is easy to navigate and there's plenty of room to pull up if you're dropping something off. Where this location fails miserably is customer service and their staff. I've had a couple of negative interactions at checkout and while hunting for things in the aisle. I almost had to go full Karen and ask for a manager as the person checking me out was completely inflexible in processing my store credit, but I decided to just leave instead. Staff is not properly trained in customer interactions and it leaves me pretty cold to ever returning. If you must head to Lowes, head to the Henrietta location. But really just try and find what you need at a local hardware store instead. read more

I recently went Lowes in Webster ny and I had a 3 hour wait there was plenty of people there I just think the manager on duty had No respect for my time !!!! There was only self checkout and not a single person on registers my time is worth something and the store thinks it's not worth anything!!! I made a major purchase of a grill and I had to go to the sales people selling leaf gards and they located a person a long wait. I forgot my charge card so they had to look it up No one knew how do that!!! To look up my card!!! That was a nightmare because they sprang on all cashiers the manager should be ashamed them selfs I don't like the new procedure for check out I won't be going to Lowes in Webster anymore I don't like the new way of doing things read more

Rediculous customer service policies. Tried to return with receipt a 34 day old garden blower. New in box. Never opened. After waiting an unusually long time for the 5 associates behind the counter to finish their social hour I was informed lawn and garden is 30 days. Spoke to a "manager" who quite rudely stated 34 days is beyond policy and can't return under any circumstances. No leeway. There at many other sellers who will gladly take my money. This big box home improvement chain has lost its way. I would not recommend this chain. Way too many other options. read more

In August of 2021 My wife and I contracted with this Lowe's to replace and build a new deck on our home. The contract that we signed stipulated that the contractor assigned to the job would pull all of the necessary permits before starting the job. Since the house is on Lake Ontario, the building permits include permits from the Department of Conservation in addition to the town building permits. The salesman from. Lowe's assured us that the permitting process would be taken care of. He has since left the company and nothing has been done. The building contractor that was initially signed to do the job has refused to complete the permitting process because it was too complicated and unlike any other permitting job he has had to deal with. After informing Lowe's that the first contractor had refused to do the job, we were assigned a new contractor. On one of my subsequent follow-up calls to Lowe's, I found out that the second contractor had refused to take on the job and that the job was again reassigned to the first contractor - who had made it clear that he did not want to do the job. I would never have found this out had I not contacted Lowe's and asked what the status of the job was. After numerous calls to the store and the Lowe's Installation Department, we are continuing to get the runaround. Follow-up is promised every time I call and still nothing has been accomplished. Most recently, I was assured that the Regional Manager of Lowe's will contact us, but have yet to hear anything. At this point, we are requesting a refund. Lowe's has collected approximately $18,000 of our money and we are tired of waiting. The cost of materials continue to skyrocket, and the construction delays will end up costing us much more than we have originally budgeted for this project. We regret arranging to have this project done by Lowe's. The customer service experience has been horrible! read more

Lowes is such a WASTE OF TIME. Was on the phone for 30 mins today with someone taking down an appointment to confirm an in house measurement. Never got the confirmation e-mail. Guy totally asking questions like an idiot all for nothing. This company is losing badly to Home Depot read more

Lowes is a great place for LGBT customers and like minded employees to hook up. I highly recommend this store and am a frequent visitor.

Lowes put out a job posting asking for a second shift stocket forktruck operator my husband had been doing that job for 30 years Filled out application sent in resume and less than 24 hours later got a reply "Company not interested " Plain ass rude people lucky I cant prove age discrimination read more

I would say this was a negative experience all the way around. I ordered kitchen in October and was given a date of 11/26 delivery, then I called several times as I wasn't receiving any notifications. I was told the week of 11/20 cabinets were bumped. Ok new date is December 18 th, so I reschedule contractor doing install. On Dec 5 th I find out the cabinets are now in route the rep Kevin tells me that they will be calling me, however I'm going to be away so I call again on the 10th because Kevin didn't return an email and I inquire again. Kevin is hesitant and I can tell something is wrong. He stated he would call the following day, I didn't hear so I called twice and finally reached someone in kitchen and bath sept, he tells me there won't be delivery as they aren't even in production. So he stated he would call me back once he confirms with rep from diamond, they never called me back. Thursday I call and manager gets a hold of rep and shares correct they aren't in production, now I'm upset and he says he will let me know what dealer offers because it was dealer error. Well nobody calls back so I call Friday and have to tell my story again, the manager agrees to credit me and later that day he offers a credit of 2 k for this mix up, well I decline because now I loose my contractor and I can rely on Lowe's and they tell me another 6 weeks so I tell them just credit me, they agree but 2 days later kevin emails me and stated that I need to pay them a 20% restocking fee, I shoot back an email because at that point I was so fed up, and I fight them with facts as now I called Diamond and opened a case so I could get the truth. Truth was they weren't in production and there was no fee . I finally got the full ordered credited and Jake tells me that diamond ate the restocking fee, total lie I had already spoke to rep since they went even in production . This was by far the worst experience in my life and cost me so much more time and money never will I give them a drop of business . read more

Impossible to get a hold of the proper people. Trying to return some bad grass seed and customer service was not helpful at all. They need to redo the phone prompts on their system... chris w read more

I don't live in the area so I don't frequent this Lowe's often. I've been doing a few side jobs and on my way home from the east side I'll stop it in if need be. Every time I stop I find what I'm looking for quickly and everyone is friendly and helpful. Without being all up in your business and bugging you. 4 stars. read more

I was so happy when I came to this location, and someone walked right up to me and asked if I needed anything. I hate having to search and search to get help in home improvement stores. Went in to buy a dishwasher, left with the one I wanted and it was on sale! Theres a perk. The store was clean, the staff was friendly. And they listened to what I wanted instead of trying to push things on me. I would recommend this store. And I'll be back in the future. read more

I stopped here today to find some home items. I had a store credit and wanted to use it on a new end table. This store never has anything in stock. From appliances to home items you have to have it shipped to your home address for an extra 79.00 dollars. No thanks. So I thought I'd try to buy the display model, I clicked on one of the help buttons, it chimed over the store PA about 4 times before an employee must have silenced it, NO ONE EVER CAME TO OFFER ASSISTANCE. Thanks but no thanks to Webster Lowe's. Not to add insult to injury, but 80 percent of the associates here always have an attitude. read more

I am taking my business elsewhere. I have been hung up on 7 x in the last hour while trying to reach the flooring dept. It was urgent to talk to someone while on my lunch hour. whoever is in flooring is deliberately hanging up. I'm told by customer service that its because they are very busy. Well. so am I, but I haven't gotten to speak to anyone about carpet. So long Lowes! read more

The service is so inconsistent at Lowe's within stores and between stores. I called this location to see if they had more of an item than the Henrietta store. I had the piece with me and offered the person on the phone the sku number. I was literally laughed at, he said that wouldn't help him. Sorry guy, I don't know what you need to help you do your job. So I described it, measured it etc. When I got there they did have the item I called about but not others that Henrietta did. Employees continually walked by, only one asked if any assistance was needed, then he chatted for about 20 minutes. Feast or famine. The cashier was very helpful and informative. read more

I had a good experience in the tools and hardware department. Terry and Aaron helped me find the perfect tools to decrease the width of an inside bathroom door. read more

Tried to call to ask if they sold bonsai trees. I waited on hold for several minutes, then the operator "0" rep answered... she sounded annoyed to have to answer the phone. She couldn't understand when I said bonsai trees twice, so I asked for gardening instead. The gardening rep said that he "thought" they have bonsai trees, but they would be inside..... Ok.... here's where I just have to laugh afterward.... not to be mean.. but this is typical corporate America service... what's the next move, chief? Do I get transferred to check? Are you going to ask for me? Or do I just eat the 30 minutes driving. I suppose that if he doesn't have the knowledge and experience yet to check if they are available, then I'm not sure that I can trust any advice from this location over the phone and I'll see if Home Depot sells bonsai trees. read more

Overall.... not impressed with customer service I'm lawn and garden or store management. Wasn't able or willing to help SELL lawn equipment. read more

I would give them zero stars if I could. Made a purchase using their Lowe's Advantage Charge because you are supposed to receive 5% off your purchase, yeah, didn't happen. After phone calls and correspondence with Lowe's corporate, they admitted their mistake and supposedly credited my account for the difference. Guess what-- credit never showed up. They lied! DO NOT get sucked into using the Lowe's Advantage Card for the 5% off your purchase. Doesn't happen, doesn't exist. My next commmunication will be with the state Attorney General's office. read more

Don't even update their closing times. Make people take trips for nothing. I'm sitting in parking lot watching people drive in and out because store is too lazy to post hours. read more

Just wanted to give everyone a heads up! Do not getting anything installed through Lowes! They are expensive, they don't do a good job, and when they screw up they won't compensate you for it! They installed our front door and it took 4 visits to fix it and two different contractors! Once the job was finally finished I asked for my contractor fees to be refunded (because they obviously didn't know what they were doing!) and they didn't even give me half of the fees back. I will never go to Lowes again! Just wanted to give everyone a heads up so this doesn't happen to you! read more

Worst customer service EVER!!! I ordered 18 boxes of flooring for pick-up (showed 25 in-stock online). Received email saying my order was ready. Arrived in store, service desk associate said order hadn't been pulled but I could go pull it myself. Get back to flooring, ask associate where I could find the flooring. He laughs and says "oh we lost those weeks ago". Ask to speak to a manager who says they will call me back the next day with options. Associate calls next day to say they can't get a hold of supplier until Monday but I will receive a call back then. Monday mid-day rolls around, still no call. I call the store again to learn that no one knows what we are talking about regarding calling the supplier at the service desk or in flooring. GREAT. This is the second time this happened to me at two different locations in a matter of weeks. Took my money for product they couldn't get both times and I had to call them multiple times to figure out there was an issue. Not once did they call me back before I called them. Absolutely terrible. read more

I had absolutely no clue this Lowes was behind Kmart and BJs! So glad I don't have to go to Hemrietta!

This store is useless. The flooring/tile manager stood there and ignored me for 10 minutes despite me saying excuse me 3-4 times. Finally had to go to customer service and they had to call him and intervene. Then he was rude to me. The worst part is they are selling special order tile but won't let you take the demo plate home to see if you like it. Who is going to order $700 in tile without first seeing it in their home? Customer service means nothing to this store. read more

Having been to Lowe's in Webster twice to get information on kitchen cabinets and countertops we were left with the feeling that they didn't want to bother or couldn't care less. Twice "salesman" had an excuse for not helping us. We have since purchased our kitchen remodeling cabinets and countertops from HomeDepot. They were so helpful and spent time with us and printed out designs and prices. We will be doing any future business with Home Depot for our home supplies/repair/remodeling needs. Lowe's was a great disappointment. read more

Great customer service! Anytime we have an issue with a product or install they are right there to make it right.