Lowe’s vs. Home Depot: When Returns, Repairs, and Delivery Go Wrong
Reviews from Lowe’s and Home Depot customers point to recurring service issues that can turn routine purchases into time-consuming troubles.
When it comes to home improvement, most shoppers are choosing between two names: Lowe’s and Home Depot. While both stores are popular, a closer look at consumer reviews shows clear patterns of frustration, especially around service, returns, and communication.
Lowe’s holds a 2.2-star rating on PissedConsumer.com, based on more than 8,000 reviews. Home Depot scores slightly higher at 2.3 stars, with just under 4,000 reviews. The numbers tell a similar story: 69% of Lowe’s reviews and 68% of Home Depot reviews are negative. For both companies, customer service is the most common concern.
About 40% of Lowe’s reviewers say the company should improve its customer service. One shopper wrote,
“Impossible to reach a human to get assistance. Lowe’s has no respect for a customer's time. The system is set up to discourage the customer in the hope that they will go away.”
Another described the return process for an online order as “a complete joke,” saying there was no way to print a return label online despite being assured the item could be returned by mail.
Delays, miscommunication, and unresponsive support were common in Lowe’s reviews. One consumer shared a long-running issue with a warranty claim, driving 60 miles several times, only to be denied a meeting with a store manager. The reviewer concluded:
“I am out over a 1000 dollars with no trust in Lowe's. Avoid at all costs!”
Home Depot faces similar complaints. 42% of reviewers say the company needs better service. Delivery and installation problems show up often. One customer shared that an appliance installation “damaged my brand-new floor” and caused an electrical outage. Despite repeated calls, the issue went unresolved. The customer said:
“I was promised multiple times that someone would call me but never did.”
Other Home Depot shoppers describe poor in-store experiences. One review tells how an employee dismissed a sale sign complaint, refusing to check the shelf. Another customer, age 70, had to lift a 50-pound bag into their car after waiting for help that never came.
In some cases, Home Depot received praise. A reviewer noted,
“The staff here are awesome, super friendly and knowledgeable.”
Still, these positive experiences are in the minority. Only 20% of reviewers say they would recommend the store to a friend. For Lowe’s, that number is slightly higher at 28%.
Across both retailers, the price level is reported as high. But for many shoppers, the bigger issue isn’t what they paid — it’s the time, effort, and follow-up required when something goes wrong.
To avoid these frustrations, you can take a few steps:
Check product reviews on review websites before ordering large or expensive items.
If you need delivery or installation, confirm details in writing and take photos of the process.
Use credit cards with purchase protection when possible.
Consider shopping in person for high-stakes items like appliances or custom orders.
Keep all receipts and document calls or emails when resolving an issue.
Both Lowe’s and Home Depot offer convenience and variety. However, consumer feedback shows the experience often depends on the store location, staff, and how well problems are handled. Shoppers who prepare for possible service gaps are more likely to stay in control of their purchases.
Now, I would like to hear your perspective:
What’s your favorite store for home improvement?