Lowe's Home Improvement - Espanola, NM

Ordered toilet online through Espanola.
They delivered it that day. Great.
Had someone else come install it.
It was cracked through the plumbing on the bottom.
They said it had to be brought back to return it.

THEY DO NOT REFUND DELIVERY COST ON EVEN IF BROKEN IN TRANSIT!!!!

Tried to get exchange at store.
"Only a refund and you can go pick the one you want."

Online pricing no longer applies.

Got a cheaper toilet for more money.

Military discount doesn't apply to most items anymore.

Thank you for solidifying my choice to not shop at Lowes despite some of the great people that have worked there over the years

Beware to anyone delivering to this store and/or has the unfortunate and painful displeasure of dealing with their shipping and receiving staff. I deliver freight to this location on a regular basis and every time I end up wasting a good percentage of my day as a sitting duck in their receiving area. Appointment times mean less than nothing to these people. They’re the ones that confirm the appointment times yet when you show up on time they tell you that any other trucks parked there have to be unloaded first before getting to your shipment as they operate on a “first come, first serve” basis. Something that virtually every other Lowe’s I’ve ever delivered to does not abide by. On the rare occasion that you show up and you’re the only truck, you’ll still wait multiple hours for them to look in your direction let alone unload you. The receivers at this store have seemingly zero interest in doing their jobs with any measurable degree of urgency, zero consideration that truckers are on time constraints and have deadlines to meet and seemingly zero accountability in place that might reprimand them for the lackluster job they do.

Went to get some paint for my deck . Dana came asked me what I needed i showed her i needed paint to match my deck even though she was busy she helped me and got me out fast and was very patient and polite awesome customer service !!!

Worst business I have EVER dealt with in the entirety of my life. Have wrong sizes on their website that don’t match product, “managers” impossible to get on the phone and if they accidentally answer you WILL get hung up on. Don’t bother ordering online because they’ll deliver whatever they want to your house and claim you ordered it. It’s also too late if you’ve already purchased something. I bought washer and dryer in November and have had to dispute the charges on my credit card because they refuse to speak to you. Once reordered they send wrong and mismatched parts. Corporate is slightly better and is trying to help me, said they’d send me new parts, when I call back they know nothing about my case. They say they’ll send a tech out, they don’t, 2 times no call no show. I’m trying to save consumers money here, do not shop at Lowe’s. They’re scamming their customers. Choose Home Depot, they delivered for free and haven’t messed up anything I’ve ordered. I’m absolutely flabbergasted by the lack of professionalism at Lowe’s. Disgusting business.

Just had a terrible experience with the manager Joseph in appliances. Lowe’s sold an incorrect stacking kit for a washer and dryer and Joseph insisted there was nothing he could do for me. He told me he was helping me but I asked him what next steps were and he didn’t have an answer except that his shift was over. So very unprofessional and unhelpful.

I don’t ever post reviews, but I am so incensed at the lack of customer service at the store that I am today. I manage properties across the United States Aspen thousands of dollars on appliances with Lowe’s but I canceled $3000 order today and I’m going to cancel a $3000 order in another state that I have currently pending delivery. They can thank Rachel at the Espanola store for this. I had appliance delivery on schedule for two weeks. Getting text messages, updated emails with a specific date I called to add an item. I spoke with her. She was very unfriendly. She was curt and rude and instead of trying to help me she gave me the number to the IT technical department who informed me that she should never have given that number to a customer. This is all so that I could add another $500 to the bill by adding a Grill. After a third call to another customer service number that finally happens and then immediately I get a call from Rachel saying that they will not be delivering on my schedule date after all that it will now not be delivered until the following week. Meanwhile, I have guest with no washer dryer because schedules for two weeks have been arranged for washer dryer to be delivered on Thursday, the day Lowe’s texted me would be delivered. And I said if this cannot be changed, cancel my order, she said canceling it and hung up immediately. Within five seconds I had a cancellation on my text.
So Lowe’s I guess you don’t need money if you can afford to throw thousands away with bad attitudes of rude employees. Because it’s not just costing you $3500

So lowes in Espanola like to do false advertising bought some cushion that had a sign that were 20% off also tried to buy a bench that show to have two in stock that was also on sale and they couldn't find them so when I went to check out they would not honor it and they couldn't even order me the bench from another location

My mother is remodeling her home & we have to come to Espanola Lowe's it has really been nice now that Dentiny is the Manger she is doing a great job Veronica an employee also great . Johnny also a manger is great .Thank You guys for the help ....

I ordered over $10,000 in kitchen appliances in the store and was told they could get delivered in 1-2 weeks. The items I ordered were a double oven, refrigerator, dishwasher, cooktop and range hood. Decided to schedule the delivery out 6 weeks to ensure the items would arrive on time for my kitchen remodel. I received an email that they are pushing out my delivery another 3 weeks, on top of the 6 I already scheduled. I called to find out what happened and was told my items were special order, which obviously isn’t true, because the original ETA was 1-2 weeks. Then I was told that the dishwasher I ordered is gone and not carried by Lowe’s any longer, and that I’d have to order another one. I found this absolutely unacceptable. Either they sold me an item that was unavailable at the time, or they gave the item I paid for to someone else. I am canceling my order and will never, ever order from Lowe’s again.

I was at the Lowes on Espanola and just went in to exchange 3 water bottles ask the sales associate a question and she got irritated when I asked. I told her if she doesn't like her job helping with customers then she should not be working in the front at the self checkouts.

If you’re a contractor, this is the worst place you could possibly go. Everything I’ve ordered from this place has been messed up, from custom cabinets, to custom granite, and everything in between. Perry in custom cabinets is incompetent and has absolutely no accountability. He ordered the wrong drawer front and made it seem like my fault. Then he ordered the wrong one again. He won’t call back, but will answer to a email about a week later, so every question takes about a week to get an answer, resulting in months just trying to get my job done. My job has been delayed months over this. We finally had to scrape the drawer in order to finish the job. There’s no accountability anywhere in that store.

Never have I had to wait 30 minutes for a wheel borrow. I talked to the clerk, who was awesome, (sorry I forgot to get her name), and she called on the intercom four times with no response. I waited patiently for 10 min the first time, 10 min the second time, five wins the third and fourth times. Sorry to say this isn't the first time at this lowes this has happened, and I actually expected it to happen again, but this lowes needs improvement in customer service. I understand that this place is on high alert for theft and that they have to deal with some unsavory characters, but as a resident of española Valley, this isn't helping our cause. They can be a little nicer, and we should be able to buy something without waiting half an hour when we have places to be and things to do especially when you have to purchase the item first, and have no choice but to wait for the item you perchased.

Went in to purchase an extention cord. Paid for it. No paper for receipt. So out of courtesy, I tell the dude your printer is out of paper. This dude tries to take the extension cord I just paid for like I stole it, assuming I stole it before anything else. Honestly won't spend my money here & I don't recommend anyone else doing so.

Espanola Lowe's is unorganized! You can't always find what you are looking for items are scattered everywhere.. Concrete bags are ripped open and not cleaned up. If you ask for help it takes a while for an employee to help you. The lumber carts are not in decent shape some squeak loud or are hard to push not to mention they are always full of material left in the isles not sure if they belong to someone or if they are being used as shelves. Looking at these pictures shows a potential hazard to customers and employees. Lowe's needs to hire more people to keep things organized.

Many people complain about the employees but the problem is the corporation pays them so poorly and doesn't hire enough people so the hard-working Employees can't help us as much as they would like. Let's put the blame where it belongs. Oftentimes they make their employees work a double shift because someone else called in sick.

**5 Stars - Exceptional Service Every Time!**

We've been working with Paul at the Pro Desk at Lowe's in Española for quite some time now, and we couldn't be more pleased with the service he provides. Paul is always attentive, knowledgeable, and ready to assist us with whatever we need. Whether it's helping us find the right materials or offering expert advice, Paul consistently goes above and beyond to ensure we're taken care of. His professionalism and dedication make every visit a positive experience. We always leave feeling confident in our purchases, knowing Paul has guided us in the right direction. Highly recommend!
August 22, 2024 update:
I recently visited the Lowe's in Española, NM, and had the pleasure of being assisted by Kay at the return desk. She was incredibly helpful and professional, going above and beyond to correct an error that had been made at a different store. Despite the fact that the issue was not initially Lowe’s fault, Kay took the time to understand the problem and quickly resolved it for me. Her friendly demeanor and commitment to customer satisfaction truly stood out. Thanks to Kay, what could have been a frustrating experience turned into a smooth and positive one. I highly recommend seeking her out if you need assistance!

The worst of the worst. Avoid at all cost. All of the inconveniences of a big box store and none of the benefits. Impersonal, abysmal customer service, filthy unorganized store, woefully understaffed. Employees are either shuffling around in an opioid stupor or aggressively unhelpful, with a very rare display of minimum-standard competence. Damaging to the local economy. For a fairly small town, the employees and management have shockingly little concern for their fellow neighbors/customers. Lowe's needs to exit the Espanola market if it wants to preserve its reputation; the local labor market is too far gone. Let healthier towns like Taos and Santa Fe pick up the slack. Beware of placing online orders that will be fulfilled by this location.

Tried to order fencing materials on line for delivery to Taos. One item was a special order they told me and they put me on hold 5 times and the call was disconnected 5 times, I had just asked if there was something comparable to the unavailable item. In the past I ordered a riding mower and it was delivered without a key or the bolts that hold the seat on. I am still waiting to hear if there is a comparible item in stock. This store needs help.
8.18.24 Update
Had to drive to lowes in espanola because I never got a call back from the manager on availability of lumber. Got there around 2:30. I had my disabled adult son with me and was hoping to get special needs assistance because my order included 4 bags of 80lb cement 4 four by 10 posts, 6 two by 8s, and 54 planks, and 4 gallons of paint. I weigh under 100lbs and could not lift a majority of the order. I first went to lumber and saw they were busy. I then went to customer support to ask for assistance. The person called 4 times to get me some help and no one came so I asked for a manager. No manager came and I was told they said they were busy. So I went back to lumber to ask for help again, I did get a Caroline's cart to put my son in because he cannot stand a long time without pain. I found that the quote managers were in the break room and not busy at all. Finally a very nice lumber associate, Chris, got a big cart for me and started loading the lumber. He told me where the paint and screws were, and also said the dog eared lumber was an order that had to come from garden supply. I first went to the paint dept to get the paint. The paint that I had on my online shopping cart print out was not there so I asked the woman associate where it was. She said, can I help you as she was looking at her phone and did not look up at me. Finally she came to show me an alternative (interior paint and primer) but I showed her the print out for external fence paint. She left and a young male associate walked by and I asked for help. He said. Let me put this paint in the mixer and I'll help you while it's mixing. He did not come back and when I went to find him the previous lady was engaging him in a conversation. I stood there awhile and asked, do you want me to wait until your finished talking? Then the young man helped me find 1 can of paint and said I would have to order the others online as they didn't have it. During this time, with my son in the Carolin cart I could not get through the lanes without moving items to clear a path. Then off to lawn and garden where the sales associate did not know how to order the fence planks. I again asked for a manager, bit again no one came. One floor person said they were all in the break room. Back at lumber I met up with lumber associate Chris (the only helpful associate) and told him garden supply didn't know how to order 54 fencing planks. I asked him do you have any comparable fencing planks in stock? That is what the manager was supposed to check on and call me back on, but never did, causing me to have to drive 60 miles as i could not place the order online.. This was either a Pearl or Emily.
Now it is 4:30 p.m. Chris found the lumber I was looking for, 54 planks, and went to get my previous lumber cart, partially loaded only to find someone had emptied the cart leaving the lumber on the floor. He loaded it up again and pushed the cart to checkout to load the cement. Then another sales associate, an Isaiah came to help Chris. The order we totaled 1K, and without the help of in particular Lumber Associate Chris, and later Isaiah, this sale would not have occurred. My advice, make associates like Chris managers and get rid of associates that do nothing to help people, or managers that won't help.
I'm glad I was able to get this purchased with Chris's help as I had my contractor guy waiting back in Taos to help me unload the truck. When I left it was after 5 p.m.

This store is a joke when it comes to customer service, waited over an hour for help when I finally talked to the manager she was clearly on something she could barely keep her eyes open, I get weed is legal in New Mexico but come on where is the professionalism.

Arie and Marel Castillos did an amazing, quick and thorough job delivering a new washer and dryer and taking the old units out. They were are are very professional and pay attention to details. Additionally The Manager for deliveries (I forgot your name) was very helpful and Iris Espinoza was extremely helpful. Thank you all.

I needed materials this morning. The place is a mess! Inventory sitting on pallets, and a bunch of stuff is thrown on the floor. It's impossible to take a shopping cart through the aisles. An employee told me that several employees didn't show up for work. It's sad to see the store in such a condition.

I'll never shop there again. Lowe's corporate office should do a surprise visit and see how bad the employees are. We drove from Farmington New Mexico to Espanola to pickup the rest of the flooring we need to complete our project and they were the closest store with the product. Ordered 15 boxes and arrived at the store to pick it up and to our surprise, there was 15 pieces only.
Luckily there was enough in stock. Had to load it our self off the floor and load the truck also as employees walked by as fast as they could saying they were busy.. called asking to speak to the manager Pearl but she refused to answer the phone on multiple calls. Home depot needs to open a store there.

Incompetence. I had similar experience to what many people have commented about deliveries. Ordered a fridge. Lowe's called day of delivery to tell me it wasn't in stock yet. They did this for almost two months. I finally went into the store in person to have them finally look it up and tell me the fridge wasn't being manufactured anymore. Said they couldn't refund me until tomorrow when the manger was in and that they would call me. Of course didn't call. Had to go through my credit card company to get a refund.

Tried coming back for some other items that could only be sold with help of employees. No one could help! Stay away

Our local Lowe's in ABQ did not the refrigerator we were looking for in stock. The appliance associate recommended we purchase online, if we find one, since they are selling quick. The only Lowe's that had a specific one in stock, according to the website was Espanola. I called their store to confirm the site was correct. Reached a customer service associate and was advised their appliance employee does not arrive until 12pm. It was currently 11 am. Decided to purchase the refrigerator and speak to the associate when we arrived. The site stated your order will be ready within 3 hours (order placed at 11:25 am). Arrived to Espanola at around 1:45 pm. Stopped at customer service and gave the order #. She stated the order is still in progress but we could go to the back and speak with the appliance associate to assist with the order. We went to appliances and waited our turn. Informed we placed an online order and we wanted to see if he could assist. He raised his hand and stated he will help us after he helps everyone else since "Pick-Up" is not his department. We decided to go back to our vehicle and wait for our order to be ready for pick up. It's now 2:35 pm and we have not received an email. Decided to call the store and hope we would speak to someone who can assist. Explained what was going on and she said I'm not sure anyone is completing any pick up orders today...... Eventually a cashier assited us with our order. She got a manager to bring our refrigerator out and we were done within minutes. Very dissatisfied with our experience with the appliance associate. I understand if it's not your department, however the least you can do is direct us to the correct person. Thank you to the cashier who stepped in even though that wasn't her department.

I bought a dryer and on 6/23/24 they delivered a smashed up dryer that does not work. We did not know it didn't work because our outlet did not work. The next day, we got the power to work and learned that the dryer did not work. I called Lowe's at 10:00 AM and was told to call the warranty company and was given the number. I called that number and they said they were the extended warranty company and to call the manufacture. I called the manufacture and they were surprised that Lowe's did not handle it because it was within the first 48 hours. However, they sent out a technician to look at it on Wed. June 26. The technician pulled it out saw that it was smashed. He said that it had been dropped and that the delivery people should have never installed it. He reported it to GE and told us Lowe's needs to replace it. I called Lowe's that same day and asked for a manager. I spoke to someone that said the first day I called, I was given wrong information. He said he would try to get a new dryer to me on Friday, 6/28. However, on Friday 6/28 at 8:15 AM I called Lowe's and I spoke to a different manager and he said there was no note of a dryer coming to me. He said he would try to get permission to deliver a dryer to me and pick up the smashed, non-working dryer. He said he would call back in 10 minutes. He never called me back. I called Lowe's back and was put on hold over 1 and half hours and finally hung up. They won't call me, they won't talk to me. They delivered a smashed up, non-working dryer and refuse to talk to me. I believe the delivery people purposely tripped our outlet so that we would not know it didn't work. Lowe's needs to do better!!

Omg two days in a row the service was horrible at this store. First day I asked a male employee to help me unlock an impact tool and all he said to me was "I don't have the key" and walked away.... today the service desk announced that we needed help (unlocking the same tool for purchase) three different times and no one showed up. Finally my son asked a female with long braids for help and she started walking towards us. She then stopped and tied her shoes (and took her time) then slowly walked over. She scanned the locked item and said she has two but doesn't know where they are at.

Quiero felicitar a Pedro y arie por su buen trabajo y su buen trato son unos muchachos ejemplares y con una forma agradable felicitar a lowes por tener unos trabajadores así espero q duren siempre en su puesto de trabajo felicidades por su gran desempeño

Workers are always busy stocking but they are very helpful if asked. Some of those old dudes have a lot knowledge. Be kind.

Changing my review from one star to five stars because associate Sebastian was so incredibly helpful and knowledgeable. A far change from what I was used to