Lowe's Home Improvement - South Charleston, WV

Clean store everything was where it was supposed to be people people was polite and showed me where to find things I couldn’t find prices are great!

Do not order appliances from Lowe's.

We had an electrical issue following a storm on 5/13/25 that destroyed most of our appliances, and we decided to buy new ones from Lowe's due to their package deals and the Memorial Day sales that were ongoing at the time. No part of this process has been simple or easy or convenient in the slightest.

At first we were having trouble processing the large payment online due to card spending limits. After a few rounds of us calling the bank to have the limit temporarily removed just for Lowe's to take too long to re-attempt the charge and it would bounce again, we received an e-mail saying that our order would be cancelled if we didn't pay immediately. This apparently was not true and only caused confusion when we went to the store to pay. Customer service ended up duplicating our order to accept the payment, which caused us to lose our original delivery date and fixing this involved several days worth of phone calls to corporate and going in-store to resolve the issue. We did not keep our original delivery dates due to this mix-up which moved everything from 6/4 to 6/17 or later.

Most of our appliances did not arrive on the scheduled date. The dryer was damaged upon arrival and had to be substituted with another color.

As of 6/23/25 we were supposed to have received our refrigerator today, but we are now being told that Lowe's is unable to dispose of the old fridge due to it having mold inside (because it has been sitting for over a month now while we waited on Lowe's). The delivery people (who may have been contractors) would not do anything with the old fridge, wouldn't install the new one, and we were basically told by both the delivery people and Lowe's that this is our problem to deal with now and that we aren't getting a refrigerator (which, again, we have now gone longer than a month without) until we haul off the broken refrigerator ourselves (which we had paid Lowe's to do and they are now refusing to.)

I emphasize that they are refusing to deliver a $1000 appliance that we *have already paid for* unless we spend our own time and money to perform a service on our own that we had also paid them to do. I understand not wanting to put a fridge with mold on a delivery truck with other new deliveries that could be contaminated, but refusing to deliver something we've already paid for and have been waiting on for over a month is ridiculous. I would have been satisfied if they'd relocated the old fridge to install the new one and refunded the haul away fee.

The only good thing I can really say at this point is that the customer service staff both in-store and online were all very kind and patient and tried their best to help. This isn't on them, this is on corporate incompetence and the fact that they now outsource delivery and installation services to third parties.

Next time we will be sure to use a local business instead of dealing with this mess.

The worst part about Lowes is trying to remember the orientation of that particular Lowes. Generally can find stuff and checkout is quick, love listening to the singular bird trapped inside the building. It's better than finding the dead bird, happened on two different trips. They need to hire a professional bird wrangler or put a 'No Birds Allowed' sign at the door

I just purchased an LG dryer with delivery and installation package. A couple hiccups on delivery but went to the store and Haylee was extremely helpful. Haylee handled and rectified the situation seamlessly. Amy the manager had an installation team to my house the next morning at 9 am. She definitely is a way maker. Kudos and thankful to the Lowe's team and I love the dryer much more than I expected for the price. If could give another star I would.

Kiran in flooring went above and beyond to help us order our backsplash and flooring today. Their customer service is top notch.

I have come to this Lowes multiple times and every time the customer service goes above and beyond my expectation. Specifically from the PRO Desk Mel and Rebecca have both assisted me every time making the process super easy and flawless.

Poor service because they are not skilled at the diy jobs so they don't know how to help. Even when there are opportunities to help you seldom get asked or worse when you ask there is no one to help for long periods. There's nothing special about this location other than convenience and the staff is friendly.

This is one of my favorite places to go especially when doing some home improvement projects or just doing little projects around the yard and things.

My boyfriend and I stopped in today for some wood to do a project he's been saving up for months to do. Spent an hour in the store walking back and forth in lumber and everyone just kept ignoring us. Especially this short lady with blond hair on the top of her head and brunette on the side. We won't be coming back. He was going to establish this Lowe's as his main supplier for his business. But we're taking our business down the road to Home Depot.

Was in today 11/27/24 for some lumber. In the hour I was inside the store I was passed by no less than half a dozen employees.

Three looked like they were grabbing an online order.
One spent the entire time standing at one end of the aisle socializing with what I’m guessing was another customer that had no product in hand.
Another walked by the lumber aisles I was in at least twice, looked down the aisle, saw me standing writing this review on my phone and kept walking.

I understand Lowes is Walmart owned and thus has lower expectations for customer service, but this is insane. Home Depot shows way more attention than this.

Tried to buy a 6-burner grill 3 weeks ago. Waited for over an hour for an employee to bring it out to check out. After we started assembling it at home we saw that the entire side is dented. We packed everything back to the store for an exchange. Staff brought out another grill with the box upside down and opened. They let us check for dents this time and tape the box up after we were done. By the time we got home and started assembling it again, we found out multiple parts were missing. We went back to the store, and the staff who retrieving the missing parts from the grill we previously returned said all the missing parts were in the same box (probably packed at the bottom of the main box). At that time I also bought a new tank of propane for our new grill. We went home and realized the can was not full as it took well over 50 minutes to cook 4 burgers to medium rare. It's not worth $70 for a tank of gas and 6+ hours of frustrations. Go shop elsewhere

Best Lowe's location across the state. All items always in stock. They always have what you need. The employees definitely show off good customer service in Southern hospitality style. If you have home improvement needs definitely go to Lowe's in southridge they will take care of you. You leave with what you need and easy purchase and a smile on your face.

Is one star as low as this goes? Too bad. Had a delivery set up and was contacted that the item would arrive between 8:30 and 12:30. No call no show at 2:30 I called the store only to find out the status of my item was it hasn’t been delivered yet. Really? That was after they played the transfer game with me and I could hear someone pick up the line, not say anything to me and then put me back on hold. We played this for about 30 minutes. I took the morning off from work which has turned into a whole day now. My $500:item has now cost me a a days wages and a day of leave. Never again. I am so frustrated right now. Even a courtesy call or text that the delivery is running behind and why would have been okay, but to just leave me hanging like that is completely unacceptable.

The lady at the front desk, I think her name was Miranda ... she had dark hair at the customer service desk today around 1:30 was extremely rude to the elderly lady in front of me. Then when it was my turn I had asked for a refund on a return so that I could use a gift card to pay for it. She said it could be done but it was going to be a while as if she didn't want to do it because it took a little effort. I was made to feel like an inconvenience. The lady who I assume was her manager that was beside her was able to come and show her what to do and while the gift card didn't take i was able to pay with another card and was out the door in less than 5 minutes. I know dealing with customers can be frustrating, but a little patience and treating people with respect and some active listening can go a long way.

Update: 4-30-24 there was a super nice lady in hardware that was very helpful however, I ran into a super rude guy paint that was not only not very helpful, he was downright rude and making smartelic comments under his breath. Where do they find these people?

It’s awful ! WASTE MY MONEY!!! Get warrant $86.00 increase for pay add. it’s only 48 HOURS RETURN POLICY. It’s scam! Never return weeks. They messed up scheduling for delivery then weeks later dryer machine is not enough for dry. Dryer machine’s expensive. It’s scam! Never go back to store cause 48 hours RETURN POLICY

Lowe's used to be a place that I liked to go in and shop. Not so much anymore. I went in to get a new grill. Stood there waiting on someone to help me put it up on the cart. Finally I called the store from my cell phone and had to have some one sent to me. Then I go to the register to pay for my items. And the girl that was helping everyone at the self check out (who by the way was amazing) called for a code 50 at the front of the store and she did this 8 times and no one showed up. So I went to my car and tried to get it in there my self. I finally had to ask another customer to help me put it in my car. That not the only problem I have with them. Lowe's never has anything u need to fix stuff. We have had to go to another store several time to find what we need.