Lowe's Home Improvement - Augusta, ME

I had a good experience when an issue came up. There team worked hard to fix it and they have good customer service here.

I have personally done a lot of business with this store and have had great luck every time. From looking for help purchasing what I was after seasonally and on the fly. Service desk was on point. Buying lumber and plywood on point. When I needed to make a return likewise in exchange for just what I needed.
Always a hand to help when I get lost with my large list of to-do’s. Two of the managers I spoke to and could tell they were busy (Bo and Tasha) despite beings clearly busy every time were able to point me In the right direction or help first hand with what I was looking for. Most times a very tight schedule on my part.
Have had a lot of friends and family purchase things on my recommendation from this store and luckily they have gotten Lily to help them. Lily has helped me multiple times and has never let me down, with thanks.
Great team, great work, keep it up and I will be back.
Guaranteed!

Most incompetent Lowe’s I have been dealt with . Simple delivery of 4 sheets of t111 and steel stair stringers took 2+ weeks and the only reason it got done was for calling corporate . The clowns at the store don’t know how to answers phones let alone transfer calls .

Sam, Hannah and Lilly were awesome helping us make our purchase. When we returned to pick up the rest of our order, It was quite busy. James(1 Star) was sent down to help at Pick Ups. He made a weak attempt to help me, then proceeded to tell everyone there really was not much he could do for anyone else because he does not normally work in this department and just walks off. A lot of customers standing around ticked off not knowing what to do next or who to talk to. Then Lilly showed up to help us out.

For context, I'm a Marine veteran and every single webpage for Lowe's brags about how much they care. They do not.

We ordered a mower on June 3rd for home delivery. At 7:30 am on the day of delivery, June 14th, 30 minutes before the 8-12 delivery window, they sent an automated message stating it was undeliverable and tried to reschedule. I had already taken time off to be home and tried to call the store. I spent over 15 minutes playing phone tag before leaving my information.

24 hours later, no call back. The original reschedule email also said they would be reaching out "soon".

We just cancelled the order and will never shop at Lowe's again.

*Edit* An AI response is all I have received below, no email or call from Lowe's. Don't waste your time with this company.

An associate at Augusta Maine Lowes sold me a fridge June 10th, he said I would have it delivered Friday. Turns out, he sold it from the Portland Maine store and they only had a dented fridge. It would have been nice had he told me this from the start. I canceled my order and will shop elsewhere for a new refrigerator.

Came in to get a washer. Matt from appliance on Sat 6/7 at 1pm was FANTASTIC!!! Super knowledgeable, in & out of the store in a short period of time. He even loaded the washer in the back of the truck smoothly. BEST experience ever!!!

★☆☆☆☆ Two months without a kitchen, no refund, and terrible service

I ordered a butcher block countertop from Lowe’s online, and when it arrived, it was split right down the middle—completely unusable. Instead of exchanging the item, Lowe’s required a full return and reorder. Even worse, the only return option was a pickup with a 12-hour window, so I had to take an entire day off work just to return it.

The countertop was meant to house our sink, so we had no functioning kitchen until we could get a replacement. I waited three weeks for a refund and got nothing. When I called, I was told the return was never processed at the Augusta store. They then claimed they submitted the refund and said it would take another 10 days.

A week later, I followed up—only to learn that it hadn’t been entered correctly at all. So the “10-day countdown” hadn’t even started. To make matters worse, the Customer Service agent couldn’t even reach the store by phone. Every number they tried either rang endlessly or disconnected.

Out of complete frustration, I kept Customer Service on the phone and physically drove to the store to hand the phone to a manager. Only then did they process the refund. Hopefully I actually receive it.

This has been going on for over two months. Lowe’s held onto my money and left me without a kitchen. I was treated terribly over the phone throughout, and every time I step into that store, it’s a frustrating experience. The Augusta location is severely mismanaged, and it shows.

I even asked for a call from the escalation department to file a complaint and—unsurprisingly—no one ever called.

Absolutely unacceptable. I will think twice before making another purchase at Lowe’s

Absolutely horrendous experience...once again. I live out-of-state and took time off to drive to the Maine house and take a delivery of a new refrigerator and exterior door. When the delivery guys arrived, they showed me one side of the door and tried to quickly put it inside the garage. Because "I've been down this road before" with Lowe's, I stopped them and inspected the other side of the door. In the middle, was a 2 foot gash so deep that it not only removed the paint, but indented the metal door! A 2 foot long gouge and the delivery guys were trying to hide it from me!! Unreal. After refusing delivery of the door, we moved onto the fridge. When they off-loaded it, we noticed that the back corner was smashed in! This was supposed to be a brand new fridge! Unbelievable! But this wasn't the worst of it.....
When I tried to contact the store to schedule replacements, Lowe's automated phone system hung up on me 17 times over the course of 2 days. 17 times! When my call wasn't dropped, the phone would often ring for several minutes before an employee would finally get around to answering. One time it rang for almost 5 minutes. That's a long time.
When an employee would finally answer the phone, I was usually pawned off to someone else. On one call in particular, I was handed off to 6 different people and still couldn't get a solution to my issue about the damaged items. I finally demanded to talk to the manager (Terry). I figured that he'd do his job and remedy the situation but no, like everyone else, he just handed me off to someone else and washed his hands of the whole mess. He gets paid to resolve problems at the managerial level but he chose to take the lazy way out. That's a problem Lowe's.
Two days after the attempted delivery I was still having trouble getting my calls through to the store. I was expecting the store to reach out to me with an explanation, apology and a plan to get the door and fridge out to my house ASAP. But no. That level of professionalism and class just does not exist at the Augusta Lowe's.
By now, thanks to Lowe's, my Holiday weekend was shot. Not only did they try to scam me into accepting horribly damaged merchandise, but I spent almost 2 hours over the course of 2 days, trying to get this resolved satisfactorily. The lack of care, concern, and professionalism exhibited by the Lowe's in Augusta, Maine was profound. That comes from the top. The manager has the power and the authority to "make things happen" and he chose the cowardly path of "passing the buck" to a subordinate. Thanks to their lack of integrity and "I don't care about customer service" attitude, I now have to take more time off from work to travel to the house again, in the hopes that I'll be able to accept delivery of undamaged goods (or forget Lowe's and go to Home Depot-I haven't decided yet). I'm trying to get this house ready to sell and Lowe's incompetence delayed putting it on the market by at least a month. If I could rate them less than 1-star, I would.
NOTE TO LOWE'S ONLINE REVIEW RESPONDERS: Please do not reply with a "we're deeply sorry for the issues you encountered with your recent purchase"...yadda, yadda, yadda. I don't want to hear it. I'm not interested in your hollow apologies and lame excuses. Your platitudes and false promises change nothing at the Lowe's store in Augusta. There is a reason why they have a poor review score, and management needs to fix it.

EDIT: the number that Lowe’s provided below is a generic customer service number and the person who answered had absolutely no idea why I was sent to them.

Complete incompetence. Ordered a large appliance a month ago. Three delivery dates set. Each time they are confirmed by their automated system. Three times Lowe’s is a no show. The excuse the first two times is the same: “our truck broke down. We are super busy, etc”. Now the third time it’s “yea, we don’t have any in stock”.

Not once did Lowe’s call to notify me they weren’t coming. The app is STILL showing its enroute to me so you have to call and every phone call is 45 minutes of being transferred from person to person who won’t fix the problem.

I understand trucks breaking down. I understand things happen. I don’t understand the decision to not notify customers that they have confirmed a delivery time on. I really don’t understand doing it three times.

It appears Lowes’s is incapable of managing a delivery, at least from the Augusta location.

LOWE’S SOCIAL MEDIA TEAM: don’t bother putting a link on here to a generic website to complain. Either contact me directly or give me a way to speak with someone that doesn’t involve 45 minutes on hold being transferred from person to person that won’t help with anything.

I go here for plants and they usually seem pretty healthy, but they very rarely have any of the houseplants I'm hoping to find.

Update: my last visit was perfect proof of why this is such a great spot for all your building and home needs. I went in for a specific product around 5 pm when online orders could take until the next day. Despite this the item I wanted which was online order only at the time was retrieved for me even though it was probably really inconvenient for them they still did it and with a smile to boot. Jamie the manager handled the situation perfectly and was looking for a solution rather then a way to day no. She stepped up and made a plan with her staff and I had what i needed without delay. Jack and Tristan and Lily and Daniel all were super helpful also! I usually go in the morning before I work so I don't see this shift as often but I wasn't surprised to find out they are just as friendly and helpful as the morning folks!
This particular lowes has a great staff and me and my dogs love shopping here. As a contractor I save so much money with their clearance and other offers. Highly recommended. Remember to check for online sales or seasonal sales for stuff you want but don't necessarily need.

Nice store, friendly staff when you can find them. It's best to go during less busy times. The lady in the backsplash area was unexpectedly very helpful. Who knew we needed help? She was great!

They are horrible, your much better to order thru home depot. I've order multiple times thru their online and in person store. However this time when our washer finally kicked the bucket I suggested to my husband let's try lowes which usually we get our big appliances thru home depot. What a huge mistake to chose this company.

1. They don't care about your notes you leave on the order we told them what time we wouldn't be home for our newborns doctor appointment was on same day.
* what did they do made it for time period we had to be in town.

2. Called store they couldn't help because third party issue.
* what they need to do is find a new third party.

3. Called the delivery online contact supposed to. Got hung up 4 times now over 2 hours each time on hold with the delivery people. To have them adjust it to 3:30 to 5 or after 5pm.

* the first people you call on that number re direct you to them and they can't be bothered to care at all about their customer clearly.

Big note don't order thru them at all online especially for big purchases. Or in person don't do big purchases.

Home depot cares way more about their customers including if you cal their online help phone number if their is even any issue they give you a discount price for the inconvenience usually out of the blue when you don't even ask for one. Because they at least genuinely care.

Unlike the lowes workers and store. We even talked to one on the phone last night in the store and we caught her in a lie where she said she didn't see our notes and so much more then said she may or may not be able to help us or even tell her supervisor.

So beware walk in store for small orders and don't buy anything big from here ever it's a headache and an issue. Even when your spending so much money

Lowe's is the best their prices are always reasonable and I find every time I go in there and have a question the staff are outstanding The problem is sometimes you cannot find someone but when you do they are very attentive in helping you

Staff is always helpful.... i bring in our pups and it's awesome to see staff be so kind to them ....

Lowes in Augusta, ME is usually pretty chill. They have it or they don't. Staff is usually friendly including the returns people. Overall good experience.

Went in looking for a good Ego leaf blower. I quickly found it, paid, went home and started moving mountains of leaves. Great product from a good location.

Spotty/slow cell service and WiFi, in case you're trying to find products on the app while shopping. I suggest you research aisles, etc... before you get there! Otherwise, convenient location. They've always had what I was looking for.

Placed order for refrigerator to be delivered and old one to be picked up. Very bad experience dealt with 2 managers and they lied and did not resolve the issue. Also lost 500 dollars of food because of this screw up and corporate did nothing but apologize. Will not be doing business with this company again!

Order a dishwasher and stove through the Lowe’s website. The first time they charged my card twice. Had to use different card for new order. Was supposed to be delivered today on 9/12. Got a notification that the order was cancelled. Called their support line and the representative was opposite of helpful. Then tried speaking to a manager about this issue and the rep refused. Never doing business with Lowe’s again. Terrible customer service. DO NOT RECOMMEND ORDERING ANYTHING THROUGH THIS COMPANY.

went to this lowes in Augusta Maine today to see about ordering a door for our garage..asked several people for help...people were suppose to come and assist us for only about 5 mins we said...we just wanted to mostly find out about installation with the door too. No one showed that was called for and when we found people they tried to find someone but all kept sayin they were short of staff...after a longgggggg wait my hubby and myself were heading out the door after walking and waiting longer than 20 mins. I had walked up and down the aisles searching for people... was like a dead zone in there,,,Finally we were tired and hurtin and were leaving the store when I saw a bunch of workers at the front of the store shooting the breeze..I asked and read the badges and the one gents name on his tag matched the name of the gent that was supposed to assist us, so I asked him if he was the guy and he said yeah, I had gone there to aisle 45 and no one was there. I said that is funny cause I went back and forth looking for workers and did not find anyone and I would remember someone in a cowboy hat in Maine lol...thinking to myself...he said he got hung up assisting other folks. I went to assist you and was no one there,,,my hubby was there I stated...in case someone showed up...he was still there when I arrived back to the aisle...he said noone showed or asked him anything either...lol..hate being lied to...I said we are tired and hurting and just either want assistance now or will go to Home Depot...the gent finally helped us showing no remorse for his actions or making us wait...said really how customer service has declined so much in the last 3 years...Needless to say I hope the installers will help quicker and do a good job and put our door in with no issues and hope the doors will be in new condition unlike the ones inside the store...we have been loyal customers up to today. I fear after today we may start looking to shop elsewhere! OMG!!!! I have been in a couple of times to get the paperwork going and pick out my door and the person who is going to help me is not in for last two days and I called again today to be told she is not in again today....ugh!!! Then was tossed around on phone to depts that were not able to help me and then hung up on me when trying to transfer the call...I will go elsewhere if I have to....I am not happy with this Lowes at all....I just want a prehung door installed???? The attitudes of the workers are alot to be desired as well....I am so frustrated at this point.....this door better be gold!!!! :(

I called a few times on monday and never got in contact with the lumber department. Tuesday, after a couple tries, I was able to place an order and paid for it. Was told it'd be ready friday, and i would receive a call. Waited all day, I did not receive a call. Contacted store on monday they stated it was ready they just had to go pick it and would have it ready. After driving an hour to the store waited 35 minutes because employees could not find order. Walked away to a different department. Was found within 30 seconds. Order was listed as sold in the system but not picked. Stated their system showed negative stock. In other words, they sold the lumber i had already paid for. Got 5 out of the 14 pieces only because i went and looked at the shelf myself seeing how they had no clue what they were doing. Called multiple times the next day to try to place the remaining order. Was hung up on multiple times. Didn't want to be a karen but asked for management. Hoping to find someone competent. No one answered after an hour and a half of being forwarded to different managers. Called corporate to place order was a short hold. They asked if i wanted the augusta store i stated, preferably not. I'd rather drive an hour and a half to brewer and try my luck their. My advice when placing an order before wasting 6 hours of your time. Call and make sure the order is actually picked as it should have been the tuesday i paid for it and have the associate actually lay their eyes on it while they are still on the phone. Place reeks of incompetence.

Went to buy a sheet of plywood. The man at the pro desk was really helpful and even saved me money.

Great staff there, nice, and really know where all the categories of supplies are right down to the aisle and bay number.

I bought some windows and other materials. The clerk was not able to find the scan code for one of the windows and was not able to look it up. A couple of folks tried to help but she ended up calling for someone to come over. By the time the manager got there someone else had helped find the scan code. Not only did the manager laugh and joke about how long I waited but left my wife and I to load this three bay six foot wide window. Thank goodness a kind customer in the parking lot helped us out. Customer service in Augusta Maine has gotten terrible . I have had a run of terrible service and I am a two or three times a week customer to both Lowe’s and Depot.

I ordered a fridge to be delivered to my house on the 15th and it was supposed to be here today the lady says oops someone never put it on the truck I speak to a supervisor about it and now it’s because it’s not there I do believe they missed putting it on the truck and now I have just thrown out all my food I didn’t want in the new fridge and gotten out of work early to be here for the delivery extremely upset with this unprofessional conduct! If it’s not here tomorrow I will just cancel the order and go with Home Depot I guess!

I went in for the end of season plant purchases and had help by not just one associate, but three!
Sara, Kevin and Mary Beth went above and beyond to show me marked down plants that would really add color to my garden.
Keven had assisted me before with picking out soil for my flower beds.
It’s associates like these that make shopping a better experience.
Thanks guys!

I ordered a replacement window 2 months ago and was told it will take about 21 days, so I called around 23 days and was told it was in. I went there the next day to find out it wasn't in yet, now 2 months later I'm finding out the order was cancelled due to it getting broken, only reason I know this is from making multiple phone calls. Not sure why they couldn't just reorder it but regardless I will never shop there again.

I got my DeWalt kit impact drill and cordless drill very pleasant at Lowe's w/ great customer service as always....

Made multiple attempts to order over the app to get the product picked and ready for my needs. Have tried multiple times again most of the time I have to call and tell him I’m on my way for them to pick it or when I get there I just go pick up my own stuff. This is poor customer service and why would You offer this convenience if it’s more hassle. I have canceled more orders and went with Home Depot. I called customer service to see when my order was gonna be ready and she told me to go to Home Depot if I wanted it faster for company standards.

To be so sad I didn't get the names of the two female pros in pickup but smoothnesses covered every corner of this pick up. 1700 lbs loaded and delivered to a customer who called just to check and be of assistance when I arrived.. These two young pros kicked organization together and team worked it from there area in pick up to lumber. The two hustled and without missing a beat treated this small business and vendor the way I hoped I was able to reflect to it's final delivery .

The same goes for the other young lady during a storm. A large cabinet and a toilet in pouring rain. Outstanding!

Thanks for setting up my last mile!
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Windham Scarborough Brunswick Augusta Auburn❤️

It's a pity that this store often has a lot of discounted products without notifying the cashier. If you don't pay attention, you won't get the discounted price, and you will be charged more money. You must pay special attention. This is bad and seems like an intentional behavior.The cashier told me that I can't get the discounted price and I need to go to the return office, but a middle-aged woman at the return office kept rudely asking me what's wrong with the product and wanted to refuse my return. Really bad experience. I've had this happen to the cashier more than three times not charging the discounted rate, so I think it may be a deliberate business practice.