Lowe's Home Improvement - Hadley, MA

Terrible experience with the "delivery service" When I placed my order I was told that my order would be delivered the next day between 8:30 am. - 11:30 am. Order was not delivered. Called to find out where my order was and was told there was a "problem" and my order was coming the next day between 8am - 8 pm. I stated I needed better time as I am not able to wait around for 12 hours. Brett stated he would call me back after he checked with the delivery people, I never received a call back. Five hours later, I again called and asked to speak with a manager. Manager stated the delivery manifest was not ready and she could not give me a better time. I canceled the order and will take my business over to Home Depot.

Great team at Lowe’s, the whole customer service team was awesome and super helpful. Special shoutout to Steve who sold me on this new Ego trimmer!

Very poor experience purchasing shades for our windows. First we drove all the way there only to find that the one person who knew how to process their own measurements was not there. Next shades were not received in time for initial install. On install we found the shade for our arched window was not sized correctly, even though it was measured by Lowe’s install folks. When I disputed the shade the install team told me it is as good as they can do, if I wanted better I’d have to pay more and get a custom shade, which in reality is what I was supposed to have gotten. Their remedy is a $25 gift card, and they could recenter the shade, not have a new one cut correctly. DO NOT USE LOWES FOR NON STANDARD CELLULAR SHADES. Never again.

TL;DR version: I would not buy another appliance from Lowe's Hadley. In fact, the treatment I received was so bad I'll think twice about every setting foot in a Lowe's ever again.

EDIT: I got an automated response to this review, which I do not take seriously. Lowe's? You have my information. If you're sincere about "helping out", get in touch with me. I'm not calling another 1-800 number, in fact, I find that suggestion to be insulting.

I bought a dishwasher from this location sometime last year, little knowing it would be one of the most excruciating customer service experiences I've ever dealt with.

The problems began right after the purchase. There were multiple – multiple –  installation delays. This was a while ago, so I'm trying to remember correctly, but I believe it was scheduled to be installed in a few days. It ended up delayed by as much as two months. That's a long time without a dishwasher.

Now I get it: delays happen. It would have been OK, but what really frustrated me was the complete lack of communication from Lowe's. An installation date came and went. I got no communication. I called the store a few days later, "so sorry, sir", another date was set…

…only to have the process repeated again.

I picked out a model that had a substantial rebate. Because the installation was delayed so long, the rebate had expired by the time I had the serial number, etc, to apply for the rebate.

I called Lowe's, "so sorry, sir, let me transfer you to the customer service department", 20 minutes on hold, "so sorry, sir, there's nothing we can do."

I called Lowe's credit card customer service. "So sorry, sir, there's nothing we can do".

I ended up spending a long, long time on hold throughout this because Lowe's likes to shuffle you around to different numbers. Call the store. Oops, no, call Lowe's customer service. Oops, no, call Lowe's credit card customer service. Oops, no call the store… I'll transfer you… oops, the call got dropped.

Rinse and repeat.

So why am I writing this now? To add insult on top of injury, I'm being charged "deferred interest" because, allegedly, I didn't make the payments for dishwasher on time.

Is that true? I honestly don't know. But I remember setting up automatic payments very meticulously at the time I made the purchase. So I'm doubtful.

Do I have the documentation for the agreement? No. Should I have it? Yes. But things get misplaced after a year plus. I just don't think that's good enough, not after all the problems I had.

I called Lowe's credit card customer service about the interest, and they refused to credit me. It's not a large sum, either, it's more the principle of it. I don't like being nickle-and-dimed.

I called the store, they refused to issue me any kind of store credit, and tried playing Ye Olde Lowe's Shell Game: "so sorry, sir, call Lowe's customer service".

The customer service representative at the Hadley Lowe's really was the last straw.

When he finally found the documentation for the dishwasher purchase, he told me he couldn't offer me store credit. I find that hard to believe. He also accused me of "berating" him, when I'm sure I was perfectly civil. I never raise my voice, I never name call. In fact, he interrupted me. Repeatedly.

He also tried to have a debate with me about customer "care" versus customer "service".

So that's the end of my Lowe's story. I get treated terribly, multiple install dates come and go with absolutely no communication from Lowe's, I get shunted around to different numbers, I miss out on a big rebate (I think it was 25% of the sale price), I get charged "deferred interest"…

…and now I'm "berating" people.

The sad thing is, I really want to give a five-star review for an appliance vendor! But I have had terrible luck so far (see my review for Manny's Appliance).

Needless to say, I'll think twice before going to Lowe's Hadley for my next appliance, and I recommend you stay away, too. There are, of course, lots of other appliance sellers in the area.

My ONE and only issue w this place, is having to walk from one end of the store to the other to return something, where if I was able to do this at a register (which are on the opposite side of the building than returns), I would give them 6 stars.. I am new to this area, but 2ill say it is a breath of air at how friendly the employees are and how helpful, so much better than Home Depot in Westfield, def will continue going here for my building/gardening/lighting needs. Now if they added a automotive center in Lowes it would litterally become my one stop shop.

They have STUFF!! AWESOME! I was in the market to buy stuff and they had it. Maybe go again, maybe not but I was happy with my purchase.

Worst Lowe’s I’ve ever been to. Most of the employees are sitting around and/or chatting and even if you’re able to ask a question, they act like you’re inconveniencing them. Today I was told they didn’t have the item I was looking for until I found it on the app and then I was told the wrong location. Then when they found it up on a top shelf, they made it seem like such a production to get down that I just left. The past two times I’ve been here I’ve left things behind and just gone to Home Depot down the street. Horrible service!

Arrived here at 6pm. No one working to run the forklift nor help me load up materials. The cashier was super friendly and apologetic but a little physical labor to help me load my truck would have been greatly appreciated. I spend probably $1,000,000 or more at Lowe’s so I’m not disappointed at the employees but the management for not being properly staffed.

Excellent experience on this trip. I feel like it's the halfway point between a hometown parts store and the depot. More consumer friendly the. Depot and more better options than the hometown parts place. Got a new sink faucet, and ordered up a new vanity

I ordered a new washer online, had to call because I was only given a 5% discount instead of the 20% I was supposed to get. It was adjustable for me very quickly. The pick up process was very easy and quick. My complaint is, upon opening and taking the machine out of the shipping box, it had a dent in it! I understand that this doesn't affect the mechanics of the machine ( I hope) but had I wanted a dented one I could have gone to a scratch and dent store. I appreciate Lowe's service, but not the dent.

After a bad experience in the Springfield Lowe's paint department I decided to try the Hadley store. I was blessed to be helped by a young lady named Savanna. She has excellent customer service skills and job knowledge she helped us get what we needed and get on our way. The lady in returns was also very friendly and funny.

Bruce in the window and doors area was so very helpful and very pleasant to talk too. He offered to special order a difficult size window for me. Five for you Bruce. Thank you.

With a Home Depot 25 minutes away, quite often we will travel 1 hour to our nearest Lowe's Home Improvement due to the great customer service and different, and sometimes unique selection of merchandise. Always a good experience is had.

I recently ordered a dryer mount from Lowe’s through DoorDash so it would arrive the same day as my new dryer. Unfortunately, I bought the wrong one, so I went to return it in-store. Instead of being met with helpful service, I was laughed at and told I couldn’t return something purchased on DoorDash. The staff didn’t even bother to look me in the eye, and the manager gave me a store credit gift card with zero acknowledgment of the issue.

Lowe’s seems completely out of touch with the changing pace of consumer habits. Offering same-day delivery but refusing basic returns is ridiculous. Someday, when I’m a homeowner, I definitely won’t be going to Lowe’s. At least Home Depot delivers on its promises and respects the customer.

Very disappointed—Lowe’s needs to catch up or risk losing potential customers.

Drove to Hadley,Mass to Lowe’s to purchase a toilet for 32.00 brand new!! The only store with this price!! WINNING!!!

Lowes is always my go to over any other big box hardware store, and specifically the Hadley one. I sometimes have had to deal with long waits when I place a pickup order, but otherwise people are kind and ready to help. Had a really fast pickup experience today—then I cut my hand open in the middle of loading and needed to get some help. Carter and Chase were readily available and made quick work of loading the rest of it. Really appreciated it.

I love Lowes, especially over any other big box hardware store. Always staff around to help, practically someone in every aisle I walked down! Less crowded and better prices. A GREAT home improvement experience!

Purchased an air purifier with a $ 40.00 instant rebate according to the sign thinking the $ 40.00 INSTANT Rebate would be applied at checkout, that didn’t happen, I was told the rebate needed to be mailed in. When I questioned the INSTANT part of the rebate nobody at Lowe’s had an answer and told that’s what an INTANT rebate was. Lowe’s needs to invest in a dictionary and lookup the word INSTANT. Very disappointed how this was handled but more and more this is what Lowe’s is turning out to be. Not fond of Home Depot but they are much more Customer Service friendly.

Somewhat small store but they seem to have a good selection of products. The salespeople are friendlier than my local Home Depot, so sometimes I travel an hour each way to go to this Lowes.

Bob went out of his way to locate me in the store after he found the item I was looking for that we believed was out of stock you made my day Bob.

I'm compelled to share a deeply disappointing experience with Lowes in Hadley, MA. On April 19th, 2023, I made the unfortunate decision to purchase a Craftsman Pressure Washer (3100 psi) for $479.00, alongside a seemingly necessary extended warranty, costing an additional $60.00.

The breaking point occurred on December 9th, 2023, when I attempted to exchange my faulty pressure washer, as initially promised during the sale. Manager Jeremy dropped a bombshell: I had to contact Craftsman directly, a critical detail conveniently omitted during the purchase.

To add insult to injury, Craftsman outlined a convoluted process involving three separate inspections by their service technician before even considering a replacement.

So here I am, out a staggering $539.00 (excluding tax), with an unreliable pressure washer and a worthless warranty.

I will be taking this matter to the Better Business Bureau (BBB) to address this blatant disregard for customer satisfaction. My advice: exercise extreme caution when considering purchases at Lowes in Hadley, MA. Explore alternatives with transparent and customer-friendly policies, like Home Depot or Harbor Freight

We had our countertops installed yesterday and are really impressed with the quality and craftsmanship. From the beginning, working with Alexis was great. She gave us more than enough information about the different materials and long term care. We would recommend Alexis and Lowe’s for anyone considering new kitchen countertops.

Just as you'd expect. They had what I needed, they are doing a great job keeping things clean and early in the morning on week day there weren't very many people around.
The young guy in the sheet goods department was a huge help and a pleasure to talk to.
Keep up the good work!

Will drive an hour and a half just to shop here .would take Lowe's over the other place every time pay less with 10x the customer service.