With my work trip over and the long trip home ahead of me I decided that it was time to take care of some personal business. I had recently purchased items from a Lowe's near home but never had the time to return them. I figured I would run into at least one on this trip and took advantage of that before leaving town. I found my way here and pulled into the monstruous parking lot. It felt like once you entered the edge of their portion, you drove a mile before nearing the front of the store. Once parked I headed inside. Took a minute to reorient myself, but I found the returns desk and headed that way. Approached and started my return. However, this didn't take as fast as it probably should. The computer system seemed to be having a bit of a problem, that, or, the employee wasn't paying attention to the computer screen and was having a conversation with a coworker. I don't mind that, but please process my return so I can be on my way. Once their conversation ended...I mean the computer cooperated, my return was completed. Something that could have taken less than five minutes lasted double that. read more

Horrible policy, if you buy something on line and return it to the store they give you a store credit. You can not use it online and must go in the store to use it. To inconvenience you more you can't buy a lowes gift card with it so you can use it on line. In fact you can't buy any other non lowes gift cards with the store credit. ONCE THEY GET YOUR MONEY THEY WONT GIVE IT UP. THEY NEED A CLASS ACTION LAWSUIT TO ADDRESS THIS read more

I really used to like Lowe's and the customer service they offered so I would visit there and pay their slightly higher prices so I could ask a knowledgeable person questions I had. But I've visited many times recently and although I've had a couple decent experiences, if I need multiple things in the store, customer service varies GREATLY. I've visited the below departments: LAWN/GARDEN/SEASONAL - Terry and John are always awesome and very personable. APPLIANCES: Different experiences depending on who is working -- there is a Spanish lady there who is VERY nice and helpful, but then there was an older gentleman working recently who chatted with another associate the entire time I was standing there and never asked if I needed help. When I went to approach him, he walked over into the kitchen area to help another person. PAINT: Had a very hard time finding someone to help and when the older gentleman finally came to the department, he helped, but wasn't very nice about it. I felt like I was more of a bother to him. It's a shame how far downhill it's gone here. It's hard, if not impossible to now find knowledgeable associates (when an appliance person was asked what washers didn't have agitators, he said "all of them" and proceeded to continue chatting with another associate and offered no help whatsoever) and it's hard to find someone around when you do need help. I've spent so much time in this store just hunting for people to help me. It's ridiculous. read more

I didn't think Lowe's could get any worse, but now no cashier's so you can't even use a gift card. Ummmm....Hello...you sell gift cards but you can't use them at your own stores? Lines a mile long for self check out, with uninformative employees assisting. Nobody knows what the heck is going on!!!! So frustrating. read more

if I could rate as negative 5 stars I would. Purchased new countertops for installation. Paid in advance. Two months later was given an installation date. Took a day off work and installer never showed up. called to find out why and was told they entered the wrong address even though I confirmed it multiple times. Instead they cancelled the order. Hours on the phone talking with the store, Lowe's corporate and the installer. still no results. All they had to do was update the address in the computer. Instead they cancelled. Then they had the nerve to tell me there would be a cancellation fee. Will never, ever do business with them again. read more

Wilkes barre Lowe's, I'm holding the owners and managers responsible not the employees. Horrid! this is horrible you ask us to pay online and then stay outside and get roadside pickup. We are told to call this number and tell an associated we are here to pick up our item. I'm sitting out here 10 minutes just trying to get someone to pick up the extension. What's the point of sitting here so I walk in there with my email saying that my item has arrived and I'm told that they don't have the item for me. GREAT! God bless the cashier, she saw I was getting upset and offers that if we have one here do you want it? Yes I do, she comes back with my item off the shelf. It's dirty however I'm taking it anyway because I need it for the safety of a child. Lowe's mangers wake up. This virius has made you guys lazy. Either get in there and help your staff get the job done or fine yourselves another place to work. Yes, I'm holding the managers and owners responsible for the things that happen from here on in not the employees. They are just following your orders. L read more

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We had an excellent service experience today with Jared, beyond our expectations! He helped us get information on and buy several Adirondack chairs and an outdoor table quickly and efficiently and even offered to clean them off for us before we loaded them in the car. read more

My family ordered a grill online for our father. We went to pick it up when we were told it was ready. We all went to the store to surprise him with the grill. My boyfriend and I had to leave after an hour of waiting. My family is still there waiting for the grill, an hour and half later. We should not have to wait that long for employees to bring us a grill that was already paid for. Customer service kept giving excuses as to why it was taking so long. I will be taking my business to Home Depot next time. Not impressed with Lowes service. Do better. edit: After almost two hours they ended up just giving a grill off the floor. If they didn't have the grill we ordered in the first place, why couldn't they just give a floor one when we first got there? read more

This has got to be the worst customer service I have ever received. The phone can ring forever and no one picks up. I was on hold and decided just to drive to the store and at customer service, no one knew what the were doing. I had a large refund because I bought my appliances elsewhere and wanted to cancel. The assistant manager trainee told he did not know how to do that. So he got his mentor, who was just as inadequate. Trying to call the corporate office was also a joke, they never answered. If you ever need appliances...go elsewhere. Sent the manager and email, still never heard anything. Customer Service grade F !!! read more

Do not ever hope that this Lowes has improved its customer service. EVER. The worst. I have been waiting for someone to pick up the phone for curbside 41 minutes in the parking lot. I had an inside pick up order that I waited 45 minutes for March 18th and received very unprofessional attitude. The 5% Lowes card discount is not worth it. Use Amazon. Use another Lowes. Use Walmart. Don't submit yourself to the torture. I can only assume this location is rotten from the management down. The worst. read more

Lowe's Home Improvement - Never again. If you are too busy to do curb side pick ups, put up a sign. 42 min of a phone ringing and counting. - Hardware Stores Near Me - Wilkes Barre, Pennsylvania

Extremely rude people .. went in there to buy brand new washer and dryers and they acted like they didn't want to make a sale. I went to Home Depot and bought some new ones for under 1000$ . It was a good deal. Their appliances section sales people were horrible . read more

I brought a dishwasher on line 6/30/20 and get a phone from Lowe's in Wilkes barre indicating to give them a call called today for about to hours. And was transfer to every department on earth and to no avail couldn't get the department who called tried to get a manager and the manager would not pick up this location is poor on all aspects read more

Customer service is bad. No one picks up the phone. I tried every department including the operator, no response. At least answer and say; 'can you please hold?' I had to wait for another day to call, finally someone in the delivery department answered. It was just as if no one answered, the person was not helpful at all! These employees need to be trained on social skills. Don't rely on customer assistance at this location. read more

Ugh. They never have what we go for. We went for two mini blinds (not custom ones, just standard ones) and needed a certain size (we purchased them here previously). Of course when we looked the spot where they would be was empty. We wanted to see if there were any in stock, but not out. We found a guy to help us, but when we showed him what we needed he said "I work in electric, I don't know anything about mini blinds." Really? My boyfriend pointed to the mini blinds and said.. Well, these are mini blinds". They guy said.. "I know what they are, I just don't know anything about them". Everyone who works there carries around a device to look up barcodes. It's not that difficult. He showed us a button to press to get someone to help us in that department. After waiting around and the announcement going over the store speakers many times we finally got another employee. She looked up what we needed and said they did not have them in stock and neither does the Edwardsville location. That was that. Nothing about helping us place an order from them. Then we left. Without what we needed. After we left my boyfriend said to me.. why couldn't the first guy just look up the code? Did the second employee go to mini blind college and have a mini blind degree? Seriously. Ugh. Good luck finding anyone to help you if you need anything. It's a lost cause. Always is. Now I know why my mom purchases everything from Home Depot. She recently purchased all new appliances and was going to get them from Lowe's, but no one would help her or they would tell her to look up information online if she had a question. She went to Home Depot and they were helpful and got her business. She just purchased new doors from the as well. read more

While we had wonderful help from Rich at the Pro's desk in ordering materials for our deck replacement project, it has been a nightmare ever since. Our order didn't get delivered on time. After an additional 2-3 days delay, we received the materials via a truck (who drove materials on a forklift down our road and driveway) that didnt provide a copy of the materials list upon delivery. The railings were wrong (3 different styles), opened boxes received clearly already marked 'missing parts', the fasteners were missing, and so was the lattice ordered- it was never received. We've been back to the store at least 4 times now. Everything now corrected except still NO lattice delivered. It's been 3 weeks now. This is awful customer service. They claim they have 'checked the video' of the lattice being loaded by their 3rd party loading/delivery guys onto the delivery truck. I can's speak to the 3rd party processes for delivery, but the lattices were NOT ever delivered. We did not receive it. For weeks, we have been told 'management must review this' and we have no lattice, as ordered and not delivered. We are honest and hard working people- who've spent a lot of money at this store. No one seems to care or ever call us back, as promised, multiple times. AWFUL delivery SERVICE (which we paid for) and even WORST CUSTOMER SERVICE. No one from Lowe's seems to care to make this right!! read more

The employees scatter like roaches when you need help. I'd give them 0 stars but it's not an option. Most likely one of the worst customer service experiences that I have had. Shop small. read more

Check the inside of any unsealed boxes for missing pieces even when ordering through customer pick-up. I would have returned product in question, but have no way of proving that I did not lose the parts myself. They sell various items that are NOT contained in tamper proof packaging. read more

Saturday 12 noon. Attendant in kitchen cabinets asked what I needed. I told him a layout of cabinets. He replied "well you're just gonna have to wait your turn' I didn't rush him and said fine. He replied very rudly..."it's gonna be at least half an hour" his attitude was horrible. I bought a full kitchen worth of cabinets at home Depot because of this employees terrible attitude. read more

My 85 year old mother had a new drier delivered on 9/3/2021. She received terrible service from the delivery team that showed up. They would not communicate with her and they spoke to each other in a foreign language. They had no problem removing the old drier and got upset because there was lint and some cloths that fell behind the drier and the new drier was smaller then the old drier. Now they had not problem taking the old drier but so why wouldn't install the new one. It took mom 2 minutes to clean this up but they refused to wait and left the drier in the middle of the haul way. They were rude they did not do there job and they refused to speak English. Mom has spent almost 2000.00 dollars on a new washer and drier in the past few months and she will never purchase another thing from this store. read more

Went to get key made. Got home and it wont work. So i went back. Customer service said they cant refund key. So i went to get it fixed. The rude guy said so what do you want us to do? I said i want a key that works. Gave them my key and the none working one. Get home and neither work. I am so annoyed.i am out my money and my time read more

Lowe's states they have curbside pick up. It is not true. So if you really want to avoid going inside a store do not believe you can do it at Lowe's. They do not answer the phone when you call to pick up your order. You must enter the store. Skip Lowe's. They don't value your business. read more

Staff members inside establishment were excellent. Bought an electric clothes dryer and the sales staff went the extra mile to make us happy. But and I mean but when delivered, merchandise was damaged. Delivery people were rude and short stating" that's the way it is". Returned item immediately. read more

Unless you have to have something right now and don't mind looking for everything by yourself then then save yourself the hassle and go to Edwardsville or Scranton. read more

This store is beyond awful. You are more likely to find a park ranger in Yosemite National Park than you would finding a sales associate in this store. You can pull up the app or website, locate where the item is SUPPOSED to be and surprise! it's not in that aisle. Which brings me to the point of you can never find a sales associate. If you actually do decide to buy something, you'll be greeted with a huge line at the checkout that's staffed by one, MAYBE two cashiers at the busiest times. Self checkout you said? Nope, not at this location! Home Depot is nothing great but do yourself a favor and skip Lowe's and head to Depot. At least there are a ton of people on the floor and plenty of cashiers. read more

Bought a Rubbermaid 7x7 shed there because it was a great Memorial Day deal. The product is good quality but two of the pieces were warped so we had to take the whole shed back. I'm giving two stars only because the people at the return desk were great. Very quick and had the new shed ready to be replaced quickly. The problem with this store is the people bringing the items out all seem to be kids that don't really care. The forklift operator wasn't very skilled. After 30 minutes he brings out the box on the forklift but my father noticed a big chunk missing out of the box, the kid smashed it with the forklift then brought it out! It took another 20 minutes for him to go and get a new one. All in all it took close to an hour for the kid to bring out a new box. They need to find workers that care and I'd rate this store much higher. read more

I do love Lowes and the fact that their whole chain honors military discounts. The staff at this particular lowes is frequently not quite as with it, although the guys who do the cutting of lumber are very good. I've brought them a number of cutting diagrams for my various projects and the slice up everything! But my mom who has shopped has had difficulty getting someone to help her with things (she's older and needs help with heavy items). read more

I would give this store zero stars if it were possible. The sales reps in the flooring department are incompetent and utterly repugnant. They seemed to think it was appropriate to complain about absolutely everything in their lives to a customer while simultaneously getting every detail of my information and flooring estimate wrong. They were tacky, annoying, and delayed my flooring installation for weeks. To further my frustration, I signed up for a credit card and was not provided any details of the financing options. They defaulted me to 5% cash back and now I need to pay a whopping 29% interest on the financing. I am disgusted, appalled and can only hope to spare others of my same frustration. Do not bother with this store. There are a myriad of other stores that I would take a chance with (for example, home depot and lumber liquidators) before ever going near this den of inadequacy. read more

I do not like this particular Lowes. When you need assistance, no one is around. Does everyone take a break at the same time? Once I do find someone, they are not knowledgeable about their own department. One guy is very attentive, he speaks with an accent, don't remember his name. The cashiers are nice though. read more

I would give this Lowe's 0 stars if that was an option. Today my family and I thought it would be a good idea to check out the discounted christmas items, fell in love with the orchestra light display and thought it would be a good idea to buy some things for next christmas, so we decided to think about and come back. We eventually went to the Lowe's in Edwardsville and got some of the orchestra light display from there and it was such a great experience, the staff was so helpful and answered all the questions we had, but I CAN'T say that about the Lowe's in Wilkes-Barre, we thought since we were out we would check out the orchestra light display stuff and get the stuff that we didn't have, so we saw things on display that we wanted, which was the 12 piece icicle lights, 3 candy canes and 3 snowflakes(which the snowflakes and the candy canes are wired together so we can't take them apart, but we were ok with that). When we went to go purchase things went downhill really fast, they couldn't find the prices in their system because they were display items for the man that was in the christmas department told Will who is a service assistant to give use the display items for $5 a piece, which was perfect because they were display items, that was used and dirty, but when it was time to check out it was a terrible experience, Will disregarded everything what the man said and was trying to charge us full price for a display items, after going back and fourth with Judy for is only a cashier about the prices and not being able to find them, my mom explained if you go on the orchestra of lights websites you would be able to find the prices and serial numbers that Lowe's would be able to use and put in the system, but Will looked at us like we were stupid and raised his voice and told us that we were wrong and don't know what we were talking about and kept referring back that if it's not on the Lowe's website it can't be right. Eventually we showed him on our phone and showed him that it gave the item number and model number that Lowe's would be able to use, he then looked at us and said "oh wow look at that, you were right." We didn't want to deal with his attitude anymore so we paid the price and left, but I am telling you I will be telling friends and family about what happened today and will be going to the Lowe's in Edwardsville, because they were happy to help me with what I needed and didn't think I was stupid. I always went to the Lowe's in Wilkes-Barre but after everything that has happened I will take my business somewhere else. read more

Great store I shop there a lot. I'm an economist who is a do-it-yourselfer. I had a pipe connection break. I was clueless what to do - after shutting off the water, of course. The last time this happened I put a cork in the broken pipe connection and had some wine. Then I paid a plumber who gave me an estimate on the phone then charged FOUR times as much as laboring for 15 minutes. Dude??!! This time I went to Lowes. Got directions to the right aisle. There I met a guy who knew nothing but he called an expert. I love it when someone does not know something and does NOT try to give you guidance! The expert came very quickly and showed me the BEST product, told me how to prepare the pipe -and showed me the tool I needed to take out the broken T-connection. And then, after about $15 instead of $200, my pipe was fixed. Awesome! Thanks LOWES. Thanks to the huskey guy in plumbing who KNOWS. Bob Brusca log house in PA read more

For Lowe's Store 652, our experience with the lead deck installer (contractor), the original deck installation team, and the quality of the work executed, was unsatisfactory in all regards. We will not recommend Lowe's deck installation to anyone and we will continue to share our poor experience with this project, using all means possible, including all social media outlets, and review outlets. There were several red flags from the beginning and it was apparent that project management, communication, service, and quality were significantly lacking, for a project that exceeded $30,000 in cost. We escalated this experience to Lowe's corporate office so that the appropriate leadership would be informed that the deck installation/project management services being executed on the company's behalf are poor, and should be considered an unsatisfactory representation. Systemic failures in operation and quality were evident during our project. For visibility and validity to all these discrepancies, see public Instagram profile titled, "lowes_deck_pa_poorquality". Unfortunately, the "progress" updates are disappointing and quite frankly, do not demonstrate any movement. It's apparent that Lowe's definition of acting "swiftly" is subjective, and although it was expressed initially that the company was looking to regain trust and re-establish integrity, the lack of progress is disproving that. When I inquired about Lowe's process for facilitating and ensuring actions are being followed through for this effort, Andy, the Corporate Customer Service Representative stated that it's proprietary and he was ensuring that the actions are being followed through. It is evident that there is no trigger, or push, at a level high enough to ensure commitments are fulfilled, and/or stay on target. The follow-up timeline below further demonstrates that. Timeline: *August 8, 2018- Initial work order entered by Lowe's Installation Team to address the quality and execution defects; was told that the Deck Installer, Harry Hahnebach, would call within 2 business days for scheduling. *August 17, 2018- Still had not heard from Deck Installer; called Lowe's Installation Team and they indicated that he hadn't called due to weather-apparently rain prevents someone from placing a call on the telephone; I was told by the Installation Team that he'd call to schedule follow-up that weekend. I sent email to Lowe's Customer Care and CEO email addresses (current-Marvin Ellison and past-Robert Niblock) relaying our disappointment with our Deck Installation experience, including the quality and execution of the work performed; within a couple of hours the project coordinator Casey Hill called to relay that the lead installer would follow-up to assess the defects for addressing that weekend, and a second installer would schedule a walk-through to assess the previous work performed, by Tuesday, August 21, 2018. A Corporate Customer Service Rep, Andy, subsequently called to ensure I was contacted and next steps were in progress. Andy said he would be tracking this effort, as well. *August 21, 2018- Initial installer did not establish any contact- not with me, or the Lowes Project Coordinator; the second installer executed the walk-through, assessed the initial deck installation work performed and agreed with all our observations related to poor quality and execution. I was informed by the Project Coordinator that a documented assessment would be turned around in 24 hours and she would follow-up. *August 24, 2018- after not hearing from the Lowes Project Coordinator in the timeframe she committed to, I called the Corporate office to inquire about the status of the documented assessment; Andy, at Corporate, said he would follow-up and would have an update for me by August 28, 2018. *August 28, 2018- Andy, at Corporate, said he had no additional progress to relay. *August 31, 2018- Andy, at Corporate, said he had no additional progress to relay. *September 3, 2018- Andy, at Corporate, sent an email stating that his team with the Central Production Office had requested all the reporting from the installers, and once they receive it, they will be able to make a determination. Basically, no additional progress to relay. read more

They have a lot of stuff, but its pricier than home depot and home depot has better customer service.

Do not use this company to install anything!! Poor service to say the least! Service was delayed, inaccurate and management didn't seem to care! Will never do business with this company again. read more