Lowe's Home Improvement - Kailua Kona, HI

As a local bussines owner I can see how much Kona Lowe’s loosing money day in day out just for not providing service….
Three days in row I visited Kona location and asked for three different times to get some help in patio furniture and no one came to help and when I visited customer service they literally ignores us!

We purchased some flooring and Mo, at the Kona Lowe's, helped us both on the phone and in person. He was knowledgeable, patient beyond anything we rarely experience, and, in addition, had a fantastic sense of humor which made the entire purchasing process actually a fun experience. Our gratitude and big "shout out" to your wonderful employee. Huge mahalo!

Horrible customer service. No one answers the phone. Waited on hold for almost an hour only for them to hang up on me. Try again and same thing. Shame on them for not answering their phones when people cant come all the way down to the store. Very frustrating. I seen someone else post the same issue in another review.
No wonder most people consider shopping at Home Depot this place SUCKS

Worst customer service I’ve ever seen. No way to get ahold of anyone if you try calling. Ordered 80 bags of soil and they delivered 70 and when I check my order status online it says order complete! Been calling for the past few days now and have waited on hold for a few hours. Calls eventually just get dropped. They just hang up on me every time, before I even get to talk to anyone. They need to fix that asap

The first time I tried calling the phone rang 74 times before somebody answered. They then switched me to appliances. Upon requests where no one answered, I then try calling back and the phone rang a hundred and four times before I'm pretty sure I was transferred to multiple areas without anyone ever speaking and then I hung up my third attempt at calling the same store within an hour period and rang 52 times before I gave up. I Will never shopping there again

Tee helped us in our efforts to buy a new stove. Tee was helpful, patient with our questions, knowledgeable & assisted us in loading it into the truck. TEE ROCKS! Thanks so much

This store lies about their inventory to get you to buy. I paid above my budget for a washer and dryer because it was the only matching units they had "in stock". I waited 2 weeks for delivery only for the delivery guy to show up at my house and tell me Lowes didnt have the washing machine in stock and I had to wait for the next shipment. I tried calling the Lowes store 3 times and no one picks up. The 800 number said all they can do is reschedule me in another 2 weeks and they couldnt tell me if they would have the washer by then.

Friendly staff. I go here almost every day. They stay in stock for the most part. Everyone is willing to help when and if they can.

Nice people
pretty knowledgeable about the store .
Slow checkout when Evita is not there !
They have also cut way down on selection the last few years .

I ordered 2 identical refrigerators. I was delivered 1, and charged for both.
Delivery team unloads 1 unit, tells me there was not a 2nd refrigerator at this time. He takes picture with box on, then takes box off and takes a picture. I sign his phone(I know never again).
After they have gone for about an hour, I get text and emails that I had 2 (both) orders delivered. I responded to text, that it wasn't correct, I responded to email...neither went anywhere I text Delivery team letting them know that this was not correct--with no response either.
I called several times, always getting reshuffled back into Kona Lowes call board. Days later I spend hours with same result.
I drive over from east side( I just had cervical spine fusion 2 months ago and haven't really left home too much) just so I can talk story with someone who actually can do something. I am made to wait with belief that a manager will come to me..hahaha no funny. After too many times circling the appliance area, I ask again to speak with manager, and they are right there who I am speaking to!! So much for they find you...
I tell my story yet once again, and she disappears for a long time. So long that I took a chair from a different area to the appliance area to rest. She appears back and tells me that i signed for both (remember on this fellows phone--hokey as heck) I again tell my story how I did not know I was signing for 2, he told me I was signing for the 1 unit. I do not understand why there is no paperwork at time of delivery so a person knows what is going on. I also do not understand how many people I spoke with, how many times I called that not a single person in appliances does not know what is happening??
Does anyone? I was given the "someone will email you and that's all that can be done" brushed off yet again. This was today, 12-30-2024, around 1130.
Probably have to drive back over in a couple days. I was told over the phone several times that "someone will get back to you" as well...

Do Not get Delivery.
Do not sign anything.

Clean and organized to find what you need. Good sales and they also price match if you find the same thing cheaper elsewhere.

Update 2/20/2025
I ordered another freezer. After I got this response, I got exited to be "taken care of" but the phone call wasn't really worth to make.

The freezer was delivered perfectly as scheduled. The delivery was the only high in this entire order. The guys have been super professional, kind and just nice to experience. They gave me a very good experience. They asked me to review what I promised to do, however I didn't receive a review request over four!! weeks after the delivery. When it finally arrived in my mailbox, I didn't see it and it was expired when I opened it. I sent a request to Lowe's customer support about two weeks ago and didn't hear back yet.
Just to make things right:
Guys! You have 15 stars from me, 5 for each of you! You ware awesome! Punctually, professional, kind! Such a joy! Mahalo

I ordered a freezer with delivery three weeks ago. It was supposed to be delivered yesterday, on Saturday 12/21/24. Days before I got several text notifications and reminders on my phone and email that I responded to. All seemed set for delivery. Saturday morning then surprise email that my delivery was cancelled.

My order status in my account was active for delivery as scheduled. I tried to clarify calling Customer Care (it's rather Customer Defense!) ... what took 3 hours mostly hanging in waiting cues, nobody knew anything I got "connected" from one employee to another one.

Midday I got a call from delivery department supervisor who KNEW what happened: My order made three weeks before was sold to another customer and they ware out of stock!

I tried to contact this one only reasonable person I encountered at Lowe's that day to order another freezer to be delivered to me asap - she offered it, the only bit of service I experienced - and even though I had her name and her extension number, and the customer desk indeed responded to my ringing, I was put on hold for 25 minutes, until the employee was gone home!!

The desk person had only excuses for me when I called again. She wasn't willing to forward my message to the supervisor!!! She just wanted to be right and of course it was "not her fault."

I hope the second freezer arrives here ...

Lowe's, there is lots of potential to improve if you want to stay in business!!!!!

And Lowe's employees, please remember the customers are paying your salary, not your employer! Happy holidays.

Mine will be without freezer that was a gift from my mom-in-law for a special occasion.

Really great.I am surprised everything you need is right here on the island i'm pretty happy with everything everybody was friendly.I was walking around in a days and someday asked me, can I help you?I suggest i'm looking for a wife she got out of there.

I wanted to personally thank the Lowes team that helped me with my purchase of osb. There was some confusion on where my lumber that I was purchasing had been sold or misplaced. Thanks to Jonny sweet & Boyd workman for helping us find and load the material. They were very helpful.
Special thanks❗️ to Manager Holly Marks for continuing to go above and beyond to make an unfavorable experience into a very pleasant buying experience.
Kona Lowes has a wonderful experienced team willing to lend a helping hand

The paint department seems to struggle with the difference between semi-gloss and gloss. Also, they have yet to grasp the differences between acrylic-latex and oil-based enamel. What a bunch of clowns I even wrote it down in bullet point format, but they still got It wrong . I went to ACE in Waimea instead a few days later, no brain damage there, just the paint and tint I ordered

Don’t buy from Lowe’s unless you can do all the installation yourself. For years I have bought from Lowe’s. They even used to deliver and install appliances. Today after 2 other mishaps in delivery the guys (good guys contracted by Lowe’s) rolled the dishwasher up to the house and did not take the old one with them. They said I needed a plumber to uninstall the old and install the new. Lowe’s did not say that to me nor did Lowes notify me of a delivery date. I had to go to the store to find that out. Corporate costs cutting and lack of help to the consumer is getting ridiculous. I had to pay for delivery and for haul away and literally I have a broken dishwasher and an uninstalled new one. What happened to the old Lowe’s? I advise you all ask before paying for delivery and haul away and consider other locations to buy appliances in the future or factor in the costs of installers! It sucks! Oh and have you ever tried to call Lowe’s? I’ve called 5 times in the last hour and no one answers!

I have been trying to find out who the store manager is and it seems impossible. Will you kindly tell me how I can contact them? I believe they will be very interested in my feedback. So another customer doesn’t have to be disappointed by having to live my same experience.

Lowes advertised free installation on carpet (min square footage and price of course which is fine) so I took the time to have them come to my house and paid for a measuring and it turn out it's $1800.00 for three little rooms not "free".
Total false advertising and a waste of my time.

On a side note I did buy a dishwasher and the sales person and process was fantastic, I highly recommend them for appliances but defiantly not flooring.

We were trying to purchase a washer, and unfortunately none of the associates were around. After waiting for about 30-45 minutes we decided to leave. A couple days later, I came in to hopefully purchase a new washer. There were two associates, one was a bit more experienced, the other was probably in training. After being acknowledged (mahalo for that), they helped me try to find a washer. Unfortunately, after going through all the washers displayed, there were basically none except for one brand in stock. I get that we are on an Island and stock is very limited, but why don't you folks have a sign that says "limited supply" or "low inventory" on the signs, it wasted so much time scanning every single one of the barcodes before ending up at one that actually was in stock. Please consider providing the customer with that expectation.

Horrendous customer service at this store! You wait an hour minimum to get to a person and then they put you on hold and then you wait again in an endless ringing. Don't understand how they can stay in business with these type of workers. Robert is the one person there that actually helps and cares about his job. They need more people like him at this store to make it run much better!

The fulfillment department is amazing but I only wish more people knew how overwhelmed they are due to online orders becoming so popular. If you are able to just go in and get it yourself. There simply aren’t enough workers to keep up with the insane amount of orders coming in. Thanks for all the hard work carried out by those beautiful people, but do them a favor and if can show up and shop like a normal customer. Mahalo!

Had everything I needed and self check out was a breeze! Getting in and out has always been easy. If you are doing an online pickup...plan for some extra time. Always is more time consuming than you think it should be.

Never have I had such excellent service at almost anywhere. I came into the store on Memorial Day and was greeted by a cashier. I needed a drill and she directed me to the drill there. There an employee greeted me and asked how he could help All I needed was a drill bit, but knew nothing about them. He took the time to explain them. You would have thought I was the only person in the store. Absolutely wonderful. Went back to the same cashier who greeted who was equally as pleasant. BTW, my cost was $8.96. All this for such a small item. Great experience.

I don't understand the concept of customer service anymore, as if jacking the prices up and reducing the quality/quantity of goods isn't enough - these guys in online order support leave me on the phone ringing for a very long time and thrice answer and before I can say anything, they hang up.

I ordered a refrigerator from Lowe's in January. it is now May of the following year, 4 months later, and they have just rescheduled the delivery for the third time. The customer service has been absolutely horrible, the delivery store does not even pick up the phone. this latest time they rescheduled the delivery. it is 24 hours before our new fridge is supposed to arrive and the old one taken away. so the kitchen is already prepped for it to arrive, we have arranged to be home, and now they've rescheduled it again. At this point I feel like the refrigerator is never going to arrive.

I wish I had never ordered anything from them in the first place, and highly recommend that you do not order anything from Lowe's at all that is going to be delivered. They are completely untrustworthy and do not abide by what they say they're going to do or deliver.

Huge supply of home improvements supplies. Lots of employees giving assisting to customers. Store was busy but found what I was looking for.

Bought an LG refrigerator in 2019 and purchased the protection plan. 3 weeks ago, it stopped working, and we haven't been able to get a repair technician here yet. They were supposed to come today, but once again, they canceled. Now we have to wait until next Thursday because that's the only day they come to Hawaii island. How can Lowes sell appliances and extended warranty and not have technician to service them?

Bought a gas range, was told it wasn’t in stock and I had to order. So I did, and was told it would be ready for pick up in 4-6 weeks. Got a call the next day from a very rude employee who said my order was ready for pick up, I had seven days to pick it up, if I didn’t I would have to reorder, then he hung up on me.
My husband went the next morning to pick it up, only to be told they didn’t know what happened to it. After not being able to find my range, they told him he had to wait 15 min for them to check the container and get it out.
Bad customer service, horrible communication!!!! Will not be buying anything from this store ever!

This store #1561 and the company it represents are a joke as far as competence or customer service. They don't answer the phone and corporate customer service is powerless. You CANNOT contact the corporate offices with any complaint. We waited three weeks beyond the promised delivery date only to have the wrong appliance delivered..and still had to pay $30 (discounted for the lateness) for the delivery. Fourth call to corporate customer service, and still no resolution..and they DON'T call back.
Wow! Check out the response below! I say they don't call back, and they ask ME to call THEM again!!?? I can only laugh..

Lowe's had what I needed, but not exactly. The prices are good. No problem here.

I found what I was looking for. A new hose nozzle, two large screws to hold up the outside hose holder and AAA batteries for the house use. Fast and easy!

I asked for help finding something. The staff showed me the options available. No problems doing business here.

This is a great home appliance that supplies everything store. Good prices and good selection. Very central and across from the Walmart store. Plenty of parking and right on Henry Street.

Fantastic place to order online and pickup. Incredibly helpful staff and online pickup. Loaded a hand truck for me and helped me bring larger items out to car. Thanks for making it easy ! And THANKS joey

The experience at Lowes has greatly improved.
They do rely too much on self checkout still.
As a result, getting items delivered to my home has worked out well for me.

6/30/25: I needed a rubber washer for a water line to the kitchen sink, but they didn't have that size.
UPDATE (9/20/24): I was looking for a Jam-Buster Wrench for an insinkerator garbage disposal, and it was right where the app said it was, Back Wall, Bin 43. Yea!
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This was a very lousy experience. Three orders were placed last night, and my wife got a text message that they were ready to be picked up. When I went there the next day, I had to wait ten minutes at Customer Service just to be able to ask a store person where I could get the orders, only to be told that the items had NOT been pulled, and I had to wait for an hour while someone pulled them. It was then that they discovered that one order's item was NOT in the store, so they had to cancel that order, then call my wife to suggest an alternative, which was priced $3.00 higher than her original order. All told, I spent over an hour more than I should have, and if the order has been pulled and placed at Customer Service last night (as I saw other orders ready for pickup), it would have been obvious that one order's item was not available, and that could have been handled yesterday. Three stars was a generous rating, given the circumstances.

Avoid the Headache – Go to Home Depot Instead

I ordered vinyl panels through Lowe’s and paid an extra $300 for delivery. The day before delivery, I hadn’t heard anything, so I called to confirm—only to find out their delivery truck was broken. No one bothered to inform me, even though I had taken time off work to fit their schedule.

Three weeks passed with no updates. I called again, having already paid over $2,800, and was told the driver was now on vacation and delivery was still over two weeks out. At this point, my order was delayed by more than a month.

I get that things happen, but communicate with your customers!

Update: It gets worse. I hired someone outside of Lowe’s to pick up the panels, only to find out Lowe’s had sold the panels I already paid for. I had to wait another three weeks for a new shipment. When I finally received them, several panels were cracked and scuffed. I had to send them back—again.

Save yourself the stress, wasted time, and money. Just go to Home Depot.